How to check a courier's coverage and reliability

You've just won a big contract that means shipping parcels to five different provinces weekly, and you can't afford a courier who skips half your routes or goes quiet on you. The question isn't just whether they cover your destination—it's whether they actually service it reliably.

Before you sign anything, you need to run specific checks. A courier might list a province on their website but operate only in major metros. They might cover your town but have no depot nearby, so delivery times balloon. You can spot these gaps before they become your problem.

Check their registered coverage map

Most established couriers publish service area maps online or in their quotation documents. Look at these closely. Does it show town names, postcodes or just province outlines? Province-level claims are vague—ask them to confirm they service your specific town or postcode. If they hedge the answer or say it goes "via partner networks," ask who the partner is and get that partner's contact details. You need to know who'll actually handle your parcels.

Ask whether coverage includes rural areas and townships, or just main business districts. Some couriers quote urban rates then add surcharges for outlying addresses. Request their full rates schedule in writing so you see the real cost before you commit.

Verify their registration and credentials

Check the company registration with CIPC—search their business name and registration number to confirm they're legitimate and active. Ask whether they hold a courier licence if one is required in your province, and request proof. Some couriers operate under a franchise or agent model, so verify that the branch you're dealing with is officially authorised by the main company.

Also ask whether they're registered with any professional or industry body relevant to logistics. Get their business address, telephone number and official contact person's name. Scam couriers often work from unverifiable phone lines or give no fixed address.

Call three existing clients in your province

This is the single most revealing check. Ask the courier for references—not head office marketing contacts, but actual customers who send parcels regularly to areas where you operate. Phone them directly. Don't email; a live conversation shows you how people really feel.

Ask each reference: How often have they missed a collection or delivery window? Have parcels ever gone missing or arrived damaged, and how was the claim handled? Do you still use them, or did you switch couriers? Would you recommend them? Ask specifically about peak-season reliability—many couriers slow down during December or load-shedding disruptions.

If the courier refuses references or only offers head office staff, that's a red flag. Legitimate couriers with stable clients are happy to provide contact details.

Request real tracking and reliability proof

Ask the courier for a sample tracking statement showing how they report delivery status. Can you track in real time via SMS, email or an app? Do they show proof of delivery—a photo, a signature, a timestamp? Vague "delivered" confirmations aren't good enough if you need accountability.

For sensitive shipments, ask whether they offer live GPS tracking or designated driver assignment. Clarify what happens if a parcel doesn't arrive on their promised date. Do they refund the courier fee, compensate the sender, or just offer a credit on the next shipment? Get their service level agreement in writing.

Also ask how they handle disruptions. What's their protocol if the power goes out? Do they have backup power? If a driver falls ill, how quickly do they reschedule? The best courier isn't the cheapest—it's the one with depot infrastructure and contingency plans in your region.

Once you've run these checks and have referrals to back up their claims, you're in a position to trial them on a small shipment. Use that test run to confirm the coverage and reliability actually match what they promised. When you're ready to find a verified courier who's already been vetted by other users, Strove lets you compare providers across these exact factors and see real customer feedback.