Who can I call if my item hasn't arrived yet (when it should have been)?

The tracking page said it's been posted since 11 april, but until right now I haven't got it.

Kedah area, btw.

I sent a parcel to my customer last week on 18/08/11 and by right the parcel should have been delivered on the next day. But till now the parcel is still stuck at PPL Shah Alam...and after two times attempted delivery still not able to deliver to my customer. My customer contacted the poslaju centre and was told that they wasn't able to deliver the first time due to heavy rain. I don't know what reason they give the second time but this is the first case I've come across in such a long time since using poslaju services for over 20years! I know it's fasting month but I do hope they don't make this their excuses for giving poor services and not being able to deliver on time. As a fellow muslim I don't like this and yeah fasting shouldn't be an excuse for one to give poor services 

Edit:

I made another call to PPL Shah Alam just now and they said the second time they couldn't deliver due to heavy rain as well. Sheesh...why don't they use vans instead when making deliveries if they know it's raining heavily nowadays!? It's  is such a ridiculous excuse really!!! 

Salam Sejahtera,

Emel dari Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (KPDNHEP) kepada Pos Malaysia Berhad bertarikh 15 Ogos 2011 dengan nombor rujukan aduan 01107979 mengenai kelewatan penghantaran parcel melalui PosLaju adalah dengan segala hormatnya dirujuk.

Pos Malaysia Berhad mengucapkan terima kasih di atas maklumbalas tuan mengenai perkara ini. Hasil siasatan mendapati item EM195102773MY yang diposkan pada 8 Ogos 2011 telah gagal diserahkan mengikut standard serahan yang telah ditetapkan. Pihak kami amat kesal dan memohon maaf di atas kelewatan penghantaran ini. Kami juga memandang serius akan perkara ini. Bagi memastikan isu kelewatan serahan tidak berulang di masa hadapan, pihak pengurusan Pusat PosLaju Cheras akan membuat pemantauan berterusan di mana tindakan dapat diambil dengan kadar segera.

PosLaju memberi jaminan caj pengeposan akan dikembalikan berdasarkan syarat-syarat yang telah ditetapkan sekiranya item Poslaju lewat diserah dan tidak mengikut standard serahan PosLaju. Pemulangan semula caj pengeposan adalah meliputi surcaj perkhidmatan dan tidak termasuk surcaj bahan api dan surcaj pengendalian. Tuan boleh mengajukan permohonan pampasan ini kepada Jabatan Penjagaan Pelanggan, Ibu Pejabat Pos Malaysia Berhad untuk dipertimbangkan.

Bagi pihak Pos Malaysia Berhad, sekali lagi kami ingin memohon maaf di atas sebarang kesulitan yang dihadapi oleh pelanggan. Untuk sebarang cadangan atau maklumbalas, pelanggan boleh menghubungi Pusat Khidmat Pelanggan Pos Malaysia Berhad menerusi PosLine di 1-300-300-300 (pada jam 8.30 pagi hingga 9.30 malam kecuali pada hari Sabtu pertama setiap bulan dan Cuti Umum) atau emelkan kepada care@pos.com.my.