Riyadh - Mubasher: The General Authority for Transport (GAT) confirmed that the postal system and its executive regulations guarantee the rights of beneficiaries and licensed companies, contributing to enhancing service quality and raising beneficiary satisfaction in postal parcels.

The Authority explained that the executive regulations specify a mechanism for filing complaints and reports against parcel delivery companies in the event of delays or failure to deliver shipments to beneficiaries. The Authority emphasized the need for these companies to commit to delivering shipments to the specified and agreed-upon locations when executing purchase orders from online stores, without forcing beneficiaries to collect their shipments from different locations.

The authority confirmed that violating these regulations exposes companies to fines of no less than 5,000 riyals, in accordance with the executive regulations. The authority explained that if the beneficiary encounters any problem related to the delayed arrival or non-delivery of a shipment, they can submit a report directly to the postal parcel delivery company. If the company does not respond or the complaint is not resolved satisfactorily within five working days, they have the right to escalate the report to the General Transport Authority, which will take the necessary measures in accordance with the regulations.

To expedite response and address complaints, the Authority has provided several communication channels, including the Beneficiary Services Platform, the Beneficiary Care Account, approved official channels, and the unified number 19929. The Authority affirmed its commitment to enhancing the quality of transportation and logistics services and raising the level of compliance in the sector through effective oversight systems, which contribute to improving the beneficiary experience and ensuring the provision of services in accordance with the highest regulatory standards.