The General Authority of Transport has clarified that the postal system and its executive regulations ensure the rights of beneficiaries and licensed companies, contributing to the enhancement of service quality and increasing satisfaction levels in postal parcel activity.
The Authority stated that the executive regulations have defined the process for filing complaints against delivery companies in case of delays or failure to deliver shipments to recipients. It emphasized the necessity for these companies to deliver shipments to the specified and agreed-upon locations while executing orders from online stores, without forcing recipients to collect their shipments from different locations.
The Authority affirmed that violating these regulations would subject companies to financial penalties of no less than 5,000 Riyals, as stipulated in the executive regulations. It explained that if a recipient encounters any issues related to delayed arrival or non-delivery of a shipment, they can file a complaint directly with the postal parcel delivery company. If the company does not respond or resolve the complaint satisfactorily within five business days, the recipient has the right to escalate the complaint to the General Authority of Transport, which will take necessary actions in accordance with regulations.
To expedite response times and address complaints promptly, the Authority has provided several communication channels including a beneficiary services platform, a beneficiary care account, approved official channels, and the unified number 19929. It reaffirmed its commitment to enhancing transport quality and logistics services, and increasing compliance levels in the sector through effective regulatory systems, aiming to improve beneficiary experiences and ensure services are provided according to the highest regulatory standards.
