Portuguese · CTT
The parcel is lost: make a complaint: what to say in Portuguese
A parcel has gone missing: a lot of time has passed and the status isn't changing.
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How it's done. A complaint is filed with the tracking number; every branch also has the official complaints book (livro de reclamações).Prepared by the Movko team, November 2026. This is language help, not legal or medical advice: check the rules with the office itself.
Cheat sheet for your visit
The first phrase is open: tap ▶ to listen, or “Show” to show it to the other person. The rest of the dialogue is in the course in the app.
1
YOU START
Queria fazer uma reclamação. A encomenda perdeu-se.
KREE-uh fuh-ZEHR OO-muh rih-kluh-muh-SOW. Uh ayn-koo-MAYN-duh pir-DEH-oo-s.
I'd like to make a complaint. My parcel has got lost.
Or say:A minha encomenda desapareceu.
Uh MEE-nyuh ayn-koo-MAYN-duh dih-zuh-puh-rih-SEH-oo.
THEY SAY
Há quanto tempo está à espera?Uh KWAHN-too TEM-poo shtah uh SHPEH-ruh?
How long have you been waiting?
2
YOU REPLY
Há três semanas.
Uh tresh sih-MAH-nuhsh.
Three weeks.
THEY SAY
Tem o número de seguimento?Tayn oo NOOM-roo d sih-gee-MAYN-too?
Do you have the tracking number?
3
YOU REPLY
Sim, está aqui no e-mail.
Seen, shtah uh-KEE noo ee-mayl.
Yes, here it is in the email.
THEY SAY
Vamos abrir um pedido de investigação.VAH-mooz uh-BREER oon pih-DEE-doo d een-vish-tee-guh-SOW.
We'll open an investigation request.
They might also say:
Pode preencher o livro de reclamações.
Pod pree-ayn-SHEHR oo LEE-vroo d rih-kluh-muh-SOYSH.
You can fill in the complaints book.
4
YOU FINISH
Obrigado. Quando tenho resposta?
Oh-bree-GAH-doo. KWAHN-doo TEH-nyoo rish-POSH-tuh?
Thank you. When will I have an answer?
The course is in the app
This dialogue is part of the course “Portuguese for life in Portugal”: 416 situations with audio, a pronunciation guide and spaced review.
On the website the first dialogue, the 112 category, the rescue phrases and the “Basics” are fully open.
Words worth knowing
Queria
KREE-uh
verb
would like (polite)
fazer
fuh-ZEHR
verb
to do, to make
reclamação
rih-kluh-muh-SOW
noun
complaint
encomenda
ayn-koo-MAYN-duh
noun
parcel
perdeu-se
pir-DEH-oo-s
verb
got lost
Há
Uh
verb
there is, there are
27 more words, with explanations, base forms and tap-a-word help, are in the app.
If you did not understand
Pode falar mais devagar, por favor?
Pod fuh-LAHR mighzh dvuh-GAHR, poor fuh-VOR?
Can you speak more slowly, please?
Pode escrever, por favor?
Pod shkrih-VEHR, poor fuh-VOR?
Can you write it down, please?
Similar situations
Found a mistake? Write to us and we will fix it. This is language help, not medical or legal advice.Report