"Communications Commission" requires postal and logistics service providers to provide free customer service numbers

The Communications and Information Technology Commission has required postal and logistics service providers to provide a free customer service number, with the aim of strengthening beneficiary protection mechanisms and raising the level of service quality.

The Commission explained that the requirement decision comes as part of its work to protect the rights of beneficiaries, and obligate service providers to act in accordance with the Rules for Protecting the Rights of Postal Service Beneficiaries document, which stipulates the necessity of establishing a dedicated department to receive, manage, and handle beneficiary complaints by service providers, and to enable communication with the department and submit complaints through all possible means, whether electronic, by phone, or in person, without obligating the beneficiary to a single means of submitting their complaint, and that access to this means be clear and easy.

The Commission also emphasized the necessity for service providers to comply with providing a free customer service number, noting that its monitoring and inspection teams verify the level of postal and logistics service providers' compliance with the decisions, regulations, and provisions of the

Rules for Protecting the Rights of Postal Service Beneficiaries document

, and take regulatory action against violators.