To file a Petition, Complaint, Appeal or Application for Compensation - PQR

Provisions on the Protection of the rights of users of postal services.

The presentation of Petitions, Complaints, Resources and Indemnity Requests is governed by the rules contained in the Administrative Code, Act 1369 of 2009 and Resolution 3038 of 2011 of the CRC. You may submit your PQR at any time. For the submission of requests for compensation for loss, theft or breakdown of the postal item limits specified in Article 25 of Resolution 3038 of 2011 must be observed. FedEx will have fifteen (15) working days to respond to the user. Against this answer an appeal for rehearing before the appellate FedEx and to the Superintendency of Industry and Commerce.

To access the system of protection for the rights of users of postal services, Click here

If you have any question related with a petitions, complaints, resources and indemnity requests,please contact our Customer Service number 01.8000.110.339 or send an email to any other matter, Click here


To contact with the Superintendency of Industry and Commerce, please contact the phone number 01 8000-91065,or write to or address Carrera 13 # 27 – 00 Floors 3-4-5-6-7-10 in Bogotá.

Please complete the following form

Client Information (Required)

IMPORTANT: the email address allows FedEx to have a more direct middle of communication with you for this reason please enter a valid email address to receive communications from FedEx.

Shipper (Optional)

Recipient or Consignee (Optional)

Complaint Type (Required)

Write a brief description of the complaint (PQR). (Please include your FedEx tracking number of 12 digits).

Attached Supporting Documents (Optional)

Select and add supported file complaint. The maximum size allowed is 4 GB.

*Denotes required fields.