Courier parcel scam complaint process: documents and timeline

By Advocate Panchanand Shaw, Bar Council of West Bengal · Published 2 Nov 2026 · Court process

A courier parcel scam complaint is the formal record that starts the legal process. The complaint tells the police and the bank that you have been defrauded, and it gives them the details they need to trace the money. The process has four main stages: reporting to the 1930 helpline, filing an online complaint on cybercrime.gov.in, submitting an FIR at the police station, and following up with the bank and the investigating officer. Each stage has its own documents and timeline. Doing them in the right order improves your chances of recovery and ensures that the legal record is complete.

The first stage is the telephone report to 1930. The helpline is operated by the Ministry of Home Affairs and is available 24 hours a day. When you call, keep your bank statement and the scammer's details in front of you. The operator will ask for the transaction amount, the date and time, the beneficiary account number, the UPI ID, and the phone numbers used by the scammer. The operator may issue an alert to the banks to freeze the accounts. The call is the fastest way to stop the money from moving further, but it is not a substitute for a written complaint. You should note down the complaint reference number given by the helpline.

The second stage is the online complaint on cybercrime.gov.in. The portal allows you to file a detailed complaint with attachments. You will need to create an account, select the category of crime (cyber fraud), and fill in the details of the incident. You should upload the screenshots of the call logs, the chat messages, the fake documents, and the bank statement. The portal will generate an acknowledgement number. This number is essential for tracking the complaint and for submitting it to the police station. The portal also allows you to check the status of your complaint and to provide additional information.

What the law says about filing a complaint

The legal framework for filing a cyber fraud complaint is set out in the BNSS 2023 and the IT Act 2000. The key provisions are:

• Section 173 of the BNSS 2023 governs the registration of an FIR. It requires the police to register a complaint if the information discloses a cognizable offence. The section also sets out the procedure for recording the complaint and for giving a copy to the complainant.
• Section 175(3) of the BNSS 2023 allows a magistrate to direct the registration of an FIR if the police refuse to do so. This is an important safeguard for victims.
• Section 35 of the BNSS 2023 allows the police to attach property derived from a crime. The complaint should specifically request the attachment of the beneficiary accounts.
• Section 66D of the IT Act 2000 punishes cheating by personation using a computer resource. The complaint should mention this section because the scammer impersonated a courier official or police officer.
• Section 66C of the IT Act 2000 punishes identity theft. The fake documents and identity details should be included in the complaint.
• Section 318 of the BNS 2023 punishes cheating. The complaint should set out the false representation and the financial loss.
• Section 351 of the BNS 2023 punishes criminal intimidation. The threats made by the scammer should be recorded in the complaint.
• RBI directions on unauthorised electronic transactions require you to report the fraud to your bank promptly. The complaint to the bank should reference these directions.
• Section 63 of the BSA 2023 governs the admissibility of electronic evidence. The documents you submit should be preserved in a form that meets the certificate requirement.

The complaint should be precise and factual. It should state what happened, when it happened, who was involved, and how much money was lost. It should avoid speculation and should focus on the facts that the police can verify. A well-drafted complaint saves time and helps the investigating officer identify the offence and the accused.

Documents you need for the complaint

The documents required for a courier parcel scam complaint depend on the stage and the forum. The following table lists the key documents and their purpose.

You should keep both physical and digital copies of all documents. The police may ask for the original documents or the device used in the scam for forensic examination. You should also keep a copy of every letter and email you send to the bank and the police. This record will be useful if you need to escalate the matter to the magistrate or the banking ombudsman.

Step-by-step complaint process

The complaint process should be followed in the order set out below. The sequence matters because the earlier reports create the record that the later forums rely on.

1. Call 1930. Report the fraud and get a complaint reference number. Keep the bank statement and the scammer's details ready. The operator will guide you through the information required.
2. File the online complaint on cybercrime.gov.in. Create an account and submit the complaint with attachments. Save the acknowledgement number. The portal will send the complaint to the appropriate police unit.
3. Inform your bank in writing. Send an email to your bank's customer care and the cyber fraud nodal officer. Attach the cybercrime acknowledgement and state that the transaction was unauthorised. Ask the bank to freeze the beneficiary account and to initiate a chargeback under the RBI directions.
4. File an FIR at the police station. Take a printed copy of the online complaint, the acknowledgement, and the documents to the police station in your jurisdiction. The police must register an FIR under Section 173 of the BNSS 2023. Ask for a copy of the FIR.
5. Request the attachment of accounts. Ask the investigating officer to invoke Section 35 of the BNSS 2023 to attach the beneficiary accounts. Provide the account numbers and the transaction details.
6. Follow up with the bank and the police. Call the bank's nodal officer and the investigating officer at regular intervals. Keep a record of every communication. If the bank does not respond, escalate to the banking ombudsman.
7. Approach the magistrate if the police refuse. If the police refuse to register an FIR, ask for the refusal in writing. Then file a complaint before the magistrate under Section 175(3) of the BNSS 2023. The magistrate can direct the police to register the FIR.

The process above is the standard procedure. In some cases, the police may ask for additional documents or may refer the matter to the cyber crime cell. You should cooperate with the investigation and provide the information requested. If the matter involves a large amount or a cross-border element, the investigation may take longer and may require coordination with other agencies.

Timeline for the complaint process

There is no statutory deadline for every stage, but the following timeline reflects the expected pace. The earlier you act, the better the outcome.

The timeline is not a rigid legal requirement, but it reflects the practical reality. Banks and police units prioritise complaints that are filed quickly. The RBI's framework rewards prompt reporting and penalises delay. The criminal justice system also moves faster when the evidence is fresh and the accounts are still active.

What decides the outcome of your complaint

The outcome of your complaint depends on several factors. The first is the speed of your report. The faster you report, the higher the chance that the money is still in the beneficiary accounts. The second is the quality of your documents. A clear bank statement and transaction records make it easier for the police and the bank to act. The third is the response of your bank. Under the RBI directions, the bank must investigate and may be liable for the loss if it fails to act on a timely complaint. The fourth is the identification of the beneficiaries. If the accounts are traceable and the holders are in India, recovery is more likely. The fifth is the cooperation of the police. The investigating officer's willingness to invoke Section 35 of the BNSS 2023 and to coordinate with other states can make a significant difference. The sixth is the follow-up. A victim who follows up consistently is more likely to get a response than one who files a complaint and waits.

Common mistakes to avoid

Victims often make mistakes that weaken their complaint. The most common is delaying the report. Some people wait to see if the money is returned, which gives the scammer time to withdraw it. The second mistake is not preserving the evidence. Deleting call logs and messages destroys the trail. The third mistake is filing the complaint with the wrong police station. The complaint should be filed in the jurisdiction where the fraud occurred or where the victim resides. The fourth mistake is not mentioning the specific sections of the law. A complaint that cites Section 66D of the IT Act 2000 and Section 318 of the BNS 2023 is more likely to be taken seriously. The fifth mistake is not following up. The bank and the police need to be reminded in writing. The sixth mistake is paying a recovery agent who demands an upfront fee. The seventh mistake is not keeping a copy of the complaint and the acknowledgement.

If you are in Kolkata or West Bengal, the cyber crime police station and the Bankshall Court have dedicated procedures for these complaints. A cyber crime lawyer in Kolkata can help you draft the complaint, file the FIR, and follow up with the authorities. You can also contact the office for guidance on the local process. The Calcutta High Court has jurisdiction over petitions relating to digital fraud, and the local courts are familiar with the RBI directions on unauthorised transactions.

When to involve a lawyer

You should involve a lawyer if the police refuse to register an FIR, if your bank denies your chargeback request, or if the amount involved is significant. A lawyer can draft the complaint, file the magistrate application under Section 175(3) of the BNSS 2023, and represent you in the proceedings for attachment under Section 35. A lawyer can also help you prepare the electronic evidence certificate under Section 63 of the BSA 2023. Early legal advice ensures that the complaint is filed correctly and that your recovery options are preserved.

Frequently asked questions

Information for general guidance only and not legal advice. Provisions cited follow the Information Technology Act 2000, the Bharatiya Nyaya Sanhita 2023 and the Bharatiya Nagarik Suraksha Sanhita 2023.

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