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As part of its regulatory duties within the postal sector, the Communications and Information Technology Commission (CITC) has revealed its 'Controls and Guidelines for Providing Delivery Services Via Digital Platforms'.

The newly-released document outlines a framework for the regulation of digital delivery services that defines responsibilities, protects beneficiary rights, and prevents anti-competitive practices.

These controls and guidelines will also regulate the relationship between service providers and customers, with service providers now required to provide free call centers for customer care and services. These call centers will address complaints while increasing the transparency of service information, prices, promotional offers, and applicable terms and conditions.

The CITC guidelines hold service providers accountable for a set of customer-centric obligations, including the approval of offered services and commitments relating to price, payments, cancellations, and delivery request execution. Additionally, service providers are barred from imposing any charges before formal service acceptance has taken place, and a digital invoice or a text message containing the request is sent.

Order tracking services must also be provided, as well as means for customers to communicate with delivery drivers without compromising their personal data.

Finally, the framework aims to improve overall customer experience, with guidelines set out to raise the quality of service provision and competitiveness across the sector.