Lost Parcel (In‑Transit) Policy

Applies to: National Custom Compounding (NCC) | Version: [v1.0] | Effective: [1 January 2026] | Review: [1 January 2026]

1. Purpose

To define a consistent, patient‑safe process for managing parcels that are delayed, missing, misdelivered, or confirmed lost while in transit. This policy sets responsibilities, investigation steps, replacement rules, cold chain considerations, and documentation requirements for NCC and clinic partners.

2. Scope

  • All NCC shipments to patients and/or clinics (standard, express, cold chain, and regulated substance shipments).
  • All carriers used by NCC (e.g., Australia Post, StarTrack, or other contracted couriers).
  • Scenarios: delayed tracking, no scans, misdelivery, stolen parcels, incorrect address, returned-to-sender, and carrier confirmed loss.
  • Includes clinic programs where NCC ships on behalf of a clinic.

3. Definitions

TermDefinition
Delayed parcelTracking indicates parcel is in transit beyond the expected delivery window or has no movement for a defined period.
Missing parcelParcel cannot be located via tracking and carrier cannot confirm delivery status.
Lost parcelCarrier confirms parcel is lost OR tracking indicates no recovery after investigation timeframes.
MisdeliveredCarrier shows ‘delivered’ but recipient did not receive (wrong address, safe drop issue, theft suspected).
Cold chainTemperature‑sensitive products requiring controlled storage during transit.

4. Policy Statement

  • Patient safety is the priority—no product is considered suitable for continued use if integrity is uncertain (especially cold chain).
  • NCC will investigate all delayed/missing parcels promptly and communicate clearly with the patient/clinic.
  • Replacement decisions depend on: clinical urgency, product type (sterile/cold chain/regulated), integrity risk, and carrier outcome.
  • A parcel reported missing is treated as a potential privacy and product integrity risk until resolved.
  • All cases must be documented and trended to improve shipping reliability and clinic/patient experience.

5. Responsibilities and Risk Sharing (Summary)

PartyResponsibilities
NCCDispatch accuracy, packaging suitability, tracking/notifications, initiating carrier investigations, assessing product integrity, replacement/remake decisions, documentation and CAPA where required.
CarrierTransport, scan events, delivery attempts, investigation, compensation process per service level.
PatientProvide correct delivery details, monitor tracking/notifications, secure receipt where possible, report non‑receipt promptly.
Clinic (if applicable)Ensure patient address/contact accuracy at portal submission, support patient communications, and follow agreed commercial terms for remakes/credits.

6. Triage Categories (Set urgency and actions)

CategoryTypical examplesTarget response
Critical (same day)Sterile injectables; cold chain items; time‑sensitive therapy; regulated/high‑risk medicines.Immediate pharmacist review + carrier escalation + replacement planning.
Priority (within 24h)Essential ongoing therapy; patient symptomatic; first supply starting therapy.Carrier enquiry + patient/clinic update + contingency plan.
Routine (within 48h)Non‑urgent supplements/low‑risk items; short delays within normal carrier variance.Monitor tracking; initiate enquiry if threshold reached.

7. Thresholds for Action (Operational)

Use these default triggers unless carrier service-level terms specify otherwise:

  • No tracking movement for > 48 hours (metro) or > 72 hours (regional) → open investigation.
  • Tracking shows ‘Delivered’ but patient/clinic reports non‑receipt within 24 hours → treat as misdelivery and open investigation same day.
  • Returned‑to‑sender or address issue indicated → contact patient/clinic same day to confirm address and reship plan.
  • Cold chain items: any uncertainty about time/temperature exposure → pharmacist assesses suitability; default is do NOT advise use until confirmed.

8. Workflow – Lost / Missing Parcel Management

StepOwnerAction (minimum)
1. Receive report / detect delayCustomer service / DispensaryConfirm patient identity, order ID, address, contact details. Check tracking. Classify urgency (Section 6).
2. Immediate safety screenPharmacist-on-Duty (Critical/Priority)Assess product type (sterile/cold chain/regulated). Decide if patient should stop/hold use (if partial delivery or integrity concern).
3. Carrier investigation openedNCC (shipping owner)Open case with carrier; request scan history, delivery GPS/photo if available, depot check, and recovery attempt. Record reference number.
4. Patient/clinic communicationNCC + Clinic (as agreed)Provide clear update: status, next checkpoint, expected timing, and what to do if parcel arrives later.
5. Replacement decisionPharmacist + Manager (as needed)If clinically urgent or integrity compromised → approve remake/reship. If low risk and likely to arrive → monitor with agreed timebox.
6. Dispatch replacementNCCMark replacement order with link to original; adjust billing/credits per Section 9; ensure address verified; consider signature-required.
7. If original parcel arrives laterNCC PharmacistAssess whether product integrity can be trusted. For most compounded items, especially cold chain/sterile: do not re‑use if integrity uncertain. Provide disposal/return instructions.
8. Close and trendQuality / Shipping ownerClose case with outcome, root cause category, and any CAPA (e.g., address validation, packaging changes, signature required).

9. Replacement, Refund and Credit Rules

While NCC will provide the upmost care and consideration in assisting with the replacement of lost parcels, each situation is considered against its owns set of circumstances. As shipping companies are outside of NCC control, NCC is limited in its remit on them.

9.1 When NCC will replace without charge

  • Carrier confirms parcel lost and insurance was paid (by Patient/Clinic) on parcel.
  • Parcel misdelivered and recipient did not receive (with investigation evidence).
  • Cold chain integrity cannot be confirmed (e.g., extended delay, temperature excursion, compromised packaging) and insurance was paid (by Patient/Clinic) on parcel.
  • NCC addressing/dispatch error contributed (wrong address label, incorrect carrier selection, packaging failure).

9.2 When replacement is chargeable (default, case-by-case)

  • Incorrect address provided by patient/clinic and not corrected prior to dispatch.
  • Patient fails to collect from post office/depot after notifications and parcel is returned-to-sender (may incur reship fee).
  • Repeated losses linked to unsafe drop location without acceptance of signature/collection option.

9.3 Billing pathway

  • Clinic-billed programs: NCC advises clinic and applies credits/charges according to agreement; patient should not be asked to pay twice.
  • Patient-billed: NCC processes replacement/refund consistent with this policy and any published shipping terms.
  • All financial adjustments must be approved by pharmacist-on-duty for high-risk medicines and by management for non-routine credits.

10. Special Requirements

10.1 Cold chain / temperature-sensitive products

  • If product arrives after significant delay or packaging is compromised, pharmacist determines suitability; default is to treat as unusable if integrity uncertain.
  • Provide clear patient instruction: do not use until NCC confirms; store as labeled upon receipt.
  • Replacement should be shipped using appropriate cold chain service, with updated tracking and (where feasible) signature-required delivery.

10.2 Regulated substances (e.g., Schedule 8 / monitored medicines)

  • Escalate immediately to pharmacist-on-duty and follow NCC substance control procedures for investigation, record keeping, and reporting requirements.
  • Use signature-required delivery by default where permitted.
  • If theft suspected, document details and consider advising patient/clinic to report to police (case-by-case).

10.3 Privacy

  • Treat a missing parcel as a potential privacy incident (patient name/address and medicine details).
  • Limit information in external emails/messages; use secure channels with clinics where available.

11. Communication Standards (Patient and Clinic)

  • Acknowledge promptly and provide a clear next step (carrier case opened, expected update time).
  • Avoid promising delivery times—provide checkpoints and contingencies.
  • For high-risk items, advise: do not use if parcel arrives damaged, warm (cold chain), or tampered; contact NCC immediately.
  • If replacement shipped, provide new tracking number and confirm delivery method (signature, pickup).

12. Documentation Requirements

Record at minimum:

  • Order ID, patient identifier, product type (sterile/cold chain/regulated), dispatch date/time, carrier, tracking number.
  • Delivery address confirmed and any address changes.
  • Tracking screenshots or key scan events timeline.
  • Triage category and pharmacist assessment (if applicable).
  • Carrier investigation reference number and outcomes.
  • Communications log (patient/clinic): date/time, summary, outcomes.
  • Replacement details (new order ID/tracking), financial adjustment approval and reference.
  • Final resolution (delivered, returned, lost, replaced) and root cause category.

13. Root Cause Categories (for trending)

  • Carrier delay / depot hold
  • Carrier lost in network
  • Misdelivery / safe drop issue
  • Theft suspected
  • Incorrect address provided
  • Returned-to-sender / not collected
  • Packaging failure / damage
  • Cold chain integrity compromised
  • Other (free text)

14. Appendix A — Patient Script (Delivered but not received)

  1. Thanks for letting us know. I can see tracking shows ‘delivered’ on [date/time].
  2. Can you please confirm you’ve checked: letterbox/front door, safe drop areas, with household members/neighbours, and any building reception?
  3. We’ll open an investigation with the carrier today and request delivery details (GPS/photo where available).
  4. If the parcel is located, please contact us before using it if it appears damaged/tampered or (for cold chain) if it arrived warm.
  5. If it can’t be recovered within our investigation timeframe, we’ll arrange a replacement according to our policy.

15. Document Control

  • Owner: Pharmacist‑in‑Charge / Operations Manager/Shipping Lead
  • Review frequency: 12 months or earlier if carriers/terms/process change
  • Related documents: Shipping SOP, Cold Chain SOP, Error Management Policy, Substance Management Plan, Privacy/Incident Policy, Clinic Process Templates

Document control: This policy is a controlled document. Uncontrolled when printed.