Residents raise voice against 'overcharging' for parcel lockers

An open letter from Zhong Huan Garden, a residential community in Shanghai, on Sunday urging Hive Box to adjust its "unreasonable" charging policy for package lockers has gone viral online.

Hive Box, which provides temporary storage of express delivery packages, has invited public criticism in recent days for "overcharging" service users. The company announced recently that beginning in May, it will charge for delivery packages that remain stored in its express lockers for more than 12 hours. The public discontent is not because the company is charging for its services, but because it is overcharging.

Such lockers save an express deliveryman's time, as they can drop parcels into these lockers instead of going all the way to the recipients' doorsteps. Hive Box has been charging deliverymen for this efficient service for some time now. But the consumers, who would prefer the goods to be delivered at their doorstep, are loathe to use the locker service and, worse, even pay for it.

The Provisional Regulations for Express Delivery in China stipulates that recipients have the right to examine and receive their packages in person. The regulation on express locker service, effective since Oct 1, stipulates that deliverymen should seek the recipients' permission before dropping their parcels into the lockers.

Irked by Hive Box's overcharging policy, many resident communities have decided to stop using the service. Dongxinyuan residential community in Hangzhou, Zhejiang province, informed Hive Box about its decision to not use its lockers unless it stops "illegally charging" them. They also sent a copy of their letter to the Hangzhou Consumers Association.

The letter from Zhong Huan Garden owners committee challenges the logic behind Hive Box's overcharging policy, be it from the perspective of consumers' rights, market rules or cost-benefit analysis.

On Tuesday, the committee also appealed to the authorities to launch an investigation against Hive Box for abusing its dominant market position.

The dispute over Hive Box's charges is a perfect example of consumers safeguarding their legal rights through public discussion and legal means. It is now up to the relevant authorities to investigate and safeguard consumers' rights.