Following the Start of Issuing Quarterly Indices, "The Communications Commission": Number of Complaints in the Postal Logistics Services Sector Decreases by 75% During the Third Quarter

The Communications and Information Technology Commission issued, today, the index ranking postal logistics service providers in terms of complaints escalated to the Commission during the third quarter of 2020, according to service providers' levels of care for their customers.

The index, issued by the Commission for the second time since it assumed the regulatory and supervisory tasks for the postal sector in the middle of last year, 2019, revealed a decrease in the number of complaints escalated by beneficiaries to the Commission after they were not resolved by the service provider, to (17,734) complaints, a decrease of 75% compared to the second quarter of the current year, noting that the issuance and publication of the index ranking postal logistics service providers has been reflected in the quality of services, improved performance of service providers, and a decrease in the number of complaints.

The Commission explained that the majority of complaints escalated to it during the third quarter were due to delays in delivering shipments beyond the agreed date, in addition to the loss of postal items, adding that the index ranking postal logistics service providers in terms of complaints escalated to the Commission is one of the latest practices applied globally in achieving transparency and stimulating competition among service providers, to raise service efficiency and enhance its quality and development, as the index analyzes data after collecting the number of complaints and dividing them by the number of shipments for each service provider, resulting from this calculation the total complaints of each service provider per 100,000 shipments, based on automated monitoring of complaints from the Commission's website.

The index results showed that FedEx topped the list of companies with the most complaints in the international shipments category, which accounted for 77% of total complaints, with (341) complaints, followed by Aramex with (296) complaints, and then Naqel Express with (191) complaints, per 100,000 shipments, while Speed Assign Company was the best company in the international shipments category.

As for the domestic shipments category, the index showed that the Saudi Post Corporation topped the list of companies with the most complaints, with (65) complaints, followed by Aramex with (56) complaints, and then Zajil with (53) complaints, per 100,000 shipments, while FedEx was the best company in the domestic shipments category.