Saudi Gazette report

RIYADH —The Transport General Authority (TGA) announced that companies that failed to make prompt delivery of postal shipments will be slapped with a minimum fine of SR5000.

The authority said that if a beneficiary encounters any issues regarding delays or non-delivery of a shipment, he can lodge a complaint directly with the parcel delivery company. If the company does not respond or resolve the complaint satisfactorily within five working days, the beneficiary has the right to escalate the report to the TGA, which will take the necessary actions according to the regulations, it said in a statement carried by the Saudi Press Agency.

The authority said that the Postal Bylaw and its executive regulations guarantee the rights of beneficiaries and licensed companies, contributing to improving service quality and enhancing beneficiary satisfaction in postal parcel activities.

The executive regulations set out the procedures for filing complaints and reports against parcel delivery companies in cases of delays or failure to deliver shipments to beneficiaries. It emphasized the need for these companies to adhere to delivering shipments to the pre-agreed locations specified during the online purchase process, without forcing beneficiaries to collect their shipments from different locations.

The authority confirmed that violating the regulations would result in financial fines of no less than SR5,000, as stipulated in the bylaw. To expedite response times and address complaints, the authority said it has provided several communication channels, including the beneficiary services platform, the beneficiary care account, official approved channels, and the unified number 19929.

The authority also reiterated its commitment to enhancing the quality of transport and logistics services, improving compliance in the sector through effective regulatory systems, and improving the beneficiary experience while ensuring services are provided according to the highest regulatory standards.