After Assuming Regulation of the Postal Sector in the Kingdom... "The Communications Commission" Unveils the Postal Service Beneficiaries Protection Document

The Communications and Information Technology Commission revealed, today, Sunday, the details of the "Rules for Protecting the Rights of Postal Service Beneficiaries Document," as part of the Commission's fulfillment of its regulatory and supervisory role over the postal sector, entrusted to it by Council of Ministers Resolution No. (403) dated 12/07/1440H.

The new document includes a set of rules to protect beneficiaries' rights, including the beneficiary's right to obtain the service at the advertised price, the right to receive the parcel on the date, within the period, and at the location specified in the service provision contract, and the right to inspect the parcel before receiving it. It also includes regulating the contracting process with postal service providers, obligating them to establish the rules and procedures followed in the event of delayed parcel delivery, and when requesting their return, as well as compensation rules and others.

The document set out the obligations of service providers related to preparing systems specialized in receiving and processing beneficiary complaints, and clarified the circumstances under which a beneficiary is entitled to file a complaint with the Commission, in addition to requiring postal service providers to integrate their complaint receiving and processing systems with the Commission's systems.

The new document emphasized that service providers in the sector must promptly decide on user complaints, within a maximum of (10) days from the date of submission, as the document grants the Commission the right to process complaints escalated to it that are not decided upon within the specified period.

The Commission had previously invited postal service beneficiaries to contact it through the call center it has designated to receive beneficiary complaints regarding postal services, as complaints escalated to the Commission after not being resolved within the period specified by the document are received, to follow up on their regulatory path, according to specific and documented mechanisms, and to work on resolving them, by calling (19966), or via its website https://www.cst.gov.sa

Link to the Postal Service Beneficiaries Protection Document