India Post — Package not delivered to Canada

I had sent a speed Post which included my transcripts on 27 Dec 2021 to WES Canada from Pune. The last update on the portal i can see is on 10 Jan 2022 saying received receptacle from abroad. Another courier sent on the same day is delivered. When i tried checking with the customer service i received a response asking to connect with customs department or check with the receiver. Both the things are not possible. I'm giving herewith the tracking number, request you to please provide an update. Also, try to give solutions to the customers which are feasible. Seems like the staff who responded to the query does not know that the status gets updated even when the package leaves India. Appreciate your quick response.

Tracking number - EM[protected]IN