A document of the rules for the protection of the rights of postal service beneficiaries and their commitment to them,
Rules for protecting the rights of postal service beneficiaries
Article one | the definition
words, terms or expressions - wherever they are mentioned in this document - have the meanings indicated next to each of them unless the context requires otherwise: The
Authority: The Communications and Information Technology Commission.
License: A document granted by the Authority to service providers that includes permission to practice postal services
Service Provider: Any person who provides a postal service under a license (and the service provider here is Mishwar Al Asema Logistics Company Malco)
Beneficiary: Every person who benefits from any of the postal services.
Postal items: These include letters, postcards, publications, publications and writings for the blind, and packets sent by post from or to a person.
Parcels: Every package, box, bag, box, wrapped material, or other material that contains physical materials, and is in accordance with the conditions and descriptions set by the Authority.
Postal items: It includes parcels, postal items and the like, and everything that can be transported by mail
. Postal Services: All postal services and activities, including, but not limited to, the following:
1 • Receipt, transportation, distribution and delivery of postal items, including express mail.
2 • Parcel stations.
3 • Any service that the Authority decides to enter within the scope of postal services, without contravening the provisions of the regulations.
Sender: The person who submits a request to the service provider to send the postal item.
Addressee: The person to whom you send the postal item.
Article Two| General Provisions
This document applies to all licensed postal service providers in the Kingdom of Saudi Arabia.
2- The service provider is prohibited from any practices that violate these rules.
3- When this document requires the implementation of any written procedure, it can be implemented electronically, or automatically by automated systems, taking into account the laws, regulations and decisions regulating electronic transactions, and what is issued by the Authority in this regard.
4- This document does not restrict any rights of the beneficiary mentioned in any laws, regulations, decisions, agreements or other documents in force in the Kingdom.
5- The service provider's contracts must be compatible with this document and in a manner that does not conflict with any rights of the beneficiary contained in any laws, regulations, decisions, agreements or other documents in force in the Kingdom.
6- The beneficiary has the right to communicate with the service provider, and the service provider must provide multiple, easy, free telephone and electronic channels that enable the beneficiary to communicate with him, and track the sent postal materials, taking into account the provision of appropriate means of communication for persons with disabilities.
7- The service provider is obligated to publish this document and its amendments on its website.
Article Three | General provisions and requirements for the protection of the rights of beneficiaries :
1- This article includes the minimum provisions and requirements for the protection of the rights of the beneficiaries that the service provider must comply with, and in their entirety are the following:
a. The right of the beneficiary to obtain the service
b. The right of the beneficiary to obtain correct information
c. The right of the beneficiary to obtain the service at the advertised price
d. The right of the beneficiary to obtain a guarantee of service quality and quality of experience
e. The right of the beneficiary to respect his privacy, and the confidentiality of his information
f. The right of the beneficiary to have his complaint addressed.
g. The beneficiary's right to be informed
2- The service provider is committed to everything that protects these rights according to the following details as a minimum:
a. The right of the beneficiary to obtain the service
1- The service provider must provide the service to the requester, without any kind of discrimination between the beneficiaries, unless the service in question is not among his obligations authorized to provide it, or if there are legal reasons preventing him from providing it.
2- The service provider must provide the service according to what was agreed upon in the service contract
3- The service provider must provide sufficient outlets to provide its services, taking into account the spread and geographical distribution of the beneficiaries.
b- The right of the beneficiary to obtain correct information
1- The service provider must publish the company’s personal information, and all information related to providing its services to the public through its electronic platforms and service delivery outlets, and provide the Authority with a copy of it, provided that this information includes at least the following:
a- The name of the company, the address of its head office, its branches, and access data to it.
b- Details of the services that are provided to the beneficiary.
C-Details of service prices, including service tariffs, and any financial consideration required to be paid by the beneficiary.
d- The agreed date and time for the implementation of the service.
e-Details of the terms and obligations of the service provider and the beneficiary.
h- Rules and procedures for compensation, in the event of a breach of one of the obligations, and the return of the financial consideration.
g- Effects of a breach of, or non-performance by, the service provider or the beneficiary of his obligations.
f- Procedures for dealing with beneficiaries complaints.
Y- Standards for quality of services.
T- Rules and procedures for handling materials that could not be delivered.
x- Details of any discounts or offers - if any -.
Q-Details of any limitations or exclusions to the service, and any fees that will apply when these are exceeded
Limitations or exclusions, if any.
U- Rules and procedures for requesting the return of postal items, or amending the addressee, with an explanation of the return cost and who bears it.
R- Means of tracking postal items, communicating with the service provider, and the outlets for providing its services.
Z-Update the tracking status of postal items.
2- All the information referred to in the above paragraph must be written in clear and easy terms, in a way that is easily accessible and understandable by the beneficiaries, and be available in both Arabic and English.
3- The service provider is prohibited from describing, advertising or displaying the service in a manner that contains misleading or incorrect data.
C- The right of the beneficiary to obtain the service at the advertised price
1- The service provider may not charge any financial consideration except for the services requested by the beneficiary, or agreed to provide them.
2- The service provider may not charge any financial compensation in violation of what is announced and clearly approved by the beneficiary in the service contract.
3- The service provider may collect the financial consideration that he paid on behalf of the beneficiary to government agencies related to the service subject of the contract, after obtaining the prior approval of the beneficiary on this, and providing proof of payment of the amount to government agencies.
D- The right of the beneficiary to obtain a quality guarantee of service and quality of experience
1- The service provider must be committed to ensuring the quality of the service offered by the service provider, provided that it is compatible with the recognized international standards in this field, and included in the service contract.
2- The service provider must apply the rules and procedures for compensation and return the financial compensation announced by the service provider, in the event of non-compliance with the quality of the service provided, or if the postal items are damaged, shortage or lost.
3- The service provider must set standards for the quality of the beneficiary's experience, measure it, and raise its level based on the measurement results.
5- The service provider must preserve the content of the postal materials and not allow unauthorized persons to view them.
C- The right of the beneficiary to have his complaint addressed
1- The service provider must establish a special department to receive, manage and handle the complaints of the beneficiary.
2- The beneficiary has the right to submit his complaints to the service provider, provided that the date of submitting the complaint does not exceed 120 days from the date of depositing the postal items.
3- The service provider must establish and develop specific and clear procedures for handling the beneficiaries’ complaints, provided that the period of processing the complaint does not exceed (10) ten days from the date of submitting the complaint, taking into account the following:
A- The complaint should be made available through all possible means, whether electronically, by telephone or in person, and the beneficiary should not be obligated to one means to submit his complaint, and access to this means should be clear and easy.
B- The complaint handling procedures should be with the service provider through an electronic system, in which the complaint handling procedures are kept and documented from the beginning of its submission until its closure.
c- That these procedures comply with international standards related to complaints handling, and the satisfaction of beneficiaries.
D- Provide the beneficiary with a reference number for his complaint, and the expected period for handling the complaint via a text message (SMS), electronic or paper, and in the event that the expected period expires before the complaint is processed, the beneficiary must be notified of the developments in the treatment of his complaint, and the new expected period for its termination, taking into account the period specified for handling the complaint .
C- The beneficiary shall be provided with a clear written response to the outcome of his complaint via a text message (SMS (or electronic or paper), and not only short phrases such as the phrase (the complaint has been processed), without clarifying the action taken.
4- The service provider must work on integrating the electronic systems for handling the complaints of its beneficiaries with the Authority's electronic systems.
2- The service provider is obligated to prepare and implement plans and programs to raise the awareness of the beneficiaries, measure their satisfaction, and follow up their opinions and requirements regarding the services provided and their quality.
Article 4 | Service Contract
1- The service provider must issue on his official papers a service contract for the beneficiary, provided that it includes, at a minimum, the following:
A-Details of the contracted service, and the financial consideration.
b- Details of the content and status of the postal items subject of the contract.
C- Data of the sender (name, ID / commercial registration number, nationality, contact number, address)
D- Data of the consignee (his full name, contact number, and address - delivery location)
C- The beneficiary signs the service contract and writes his name, or obtains his consent electronically in a documented manner.
h- The date of the service contract.
g- Data of the service provider employee, and his signature.
d- Acknowledgment by the service provider employee to see and verify the origin of the identity of the sender.
Y - the policy number.
2- The service provider must keep the service contract for a period of no less than one calendar year from the date of concluding the contract, and the burden of proof of approval falls on the service provider.
Beneficiary when there is any dispute.
3- The service provider must provide the beneficiary with a paper or electronic copy of the service contract.
4- The service provider must provide the beneficiary with a receipt for any amount paid; It includes the amount of the amount, the service provided, the date of receipt, and the provider
Service Keeping this bond for a period of no less than one calendar year from the date of receipt of the amount.
5- The service provider must return to the beneficiary any overpaid amounts, within a maximum of (15) working days from the date of becoming aware of them.
Article 5| Postal item delivery
1- The service provider shall deliver the postal materials to the address of the addressee, which is registered in the service provision contract, and he shall be responsible for any loss, delay or error in delivery that occurred because of it.
2- Postal items are delivered to the addressee or his representative, and the service provider must establish procedures to verify the identity of the recipient and to prove his receipt.
3- The service provider shall recover any postal items that were delivered in error.
4- If postal materials cannot be delivered due to the recipient’s refusal to receive them, or for any other reason by the beneficiary, the service provider must apply the rules and procedures for dealing with undeliverable materials announced on its platforms and service delivery outlets, provided that these rules take into account the number of attempts to be made To make a receipt, these rules and procedures are in accordance with international rules in this regard.
5- The service provider shall record and keep the procedures taken to deal with postal items that could not be delivered in a special authenticated register established for this purpose, for a period of no less than one calendar year from the date of the action taken.
Article Six| Beneficiary's obligations
1- The beneficiary must pay the fee to the service provider as agreed in the service contract.
2- The beneficiary must pay the financial consideration that he agreed to be paid by the service provider to government agencies related to the service subject of the contract.
Provide proof of payment of this financial compensation to government agencies.
3- The beneficiary (the recipient) must verify the integrity of the postal items before signing their receipt.
4- Any beneficiary to whom postal materials that do not belong to him have been delivered, or found, must inform the service provider through one of the approved means of communication.
Article 7| Postal item delivery
1- The sender may request the return of postal materials, or modify the address of the addressee, before delivering it to the addressee, and the service provider must apply the rules and procedures for requesting the return of postal materials, or modify the address to the addressee announced on its platforms and service delivery outlets, taking into account the compatibility of these rules and procedures With international rules in this regard, and the consequent fees that may be requested from the beneficiary.