1. This Article includes the minimum provisions and conditions to protect the rights of the beneficiaries that the service provider must abide by, all of which are the following:
a. The right of the beneficiary to obtain the service.
NS. The right of the beneficiary to obtain correct information.
NS. The right of the beneficiary to obtain the service at the advertised price.
NS. The right of the beneficiary to obtain a guarantee of the quality of service, and the quality of the experience.
NS. The right of the beneficiary to respect his privacy, and the confidentiality of his information.
NS. The right of the beneficiary to have his complaint addressed.
x. 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 among the beneficiaries, unless the service in question is not among his obligations that he is authorized to provide, or if legal reasons exist that prevented him from providing it.
2. The service provider must provide the service in accordance with 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.
NS. 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 a minimum, the following:
a. The name of the company, the address of its headquarters, its branches, and access data to it.
NS. Details of the services provided to the beneficiary.
NS. Details of service prices, including service tariffs, and any financial consideration required to be paid by the beneficiary.
NS. The agreed date and time for performing the service.
NS. Details of the terms and obligations of the service provider, and the beneficiary.
NS. Compensation rules and procedures, in the event of a breach of one of the obligations, and the return of the financial consideration.
x. Consequences of a breach of, or non-performance by, the service provider or the beneficiary of his obligations.
Dr. Procedures for dealing with beneficiaries' complaints.
NS. Service quality standards.
NS. Rules and procedures for handling undeliverable materials.
g. Details of any discounts or offers - if any -.
s. Details of any limitations or exclusions on the Service, and any fees that will apply when such limitations or exclusions, if any, are exceeded.
u. Rules and procedures for requesting the return of postal items, or modifying the address to which it was sent, with an explanation of the cost of return and who bears it.
s. Means of tracking postal items, communicating with the service provider, and the outlets for providing its services.
NS. Postal item tracking status update.
NS. Frequently asked questions and answers.
2. All information referred to in the above paragraph must be written in clear and easy terms, in a form 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.
NS. The beneficiary’s right 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 beneficiary’s prior approval for that, and providing proof of payment of the amount to government agencies.
NS. The right of the beneficiary to obtain a guarantee of service quality and quality of experience:
1. The service provider must be committed to ensuring the quality of the service provided announced 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.
NS. The right of the beneficiary to respect the privacy and confidentiality of his information:
1. The service provider must maintain the confidentiality of all beneficiary information, protect it from infringement by any means, and take all necessary measures to prevent access to it, access to it, disclosure, publication, use or modification in violation of the regulations.
2. The service provider may not disclose the information of the beneficiaries unless such disclosure is permitted under a statutory justification in accordance with the regulations in force in the Kingdom, or based on the explicit consent of the beneficiary, or his official representative in that, or based on a directive from the Authority.
3. The service provider must set clear policies that restrict access to the information of its beneficiaries, and document any access to its information.
4. The service provider must disclose the privacy policy, define and define the purposes of requesting, collecting and keeping the information of beneficiaries, and it is prohibited to use such information for purposes other than the disclosed purposes.
5. The service provider must preserve the content of the postal materials and not allow unauthorized persons to view them.
NS. The beneficiary's right to have his complaint addressed:
1. The service provider must establish a special department to receive, manage and handle beneficiary complaints.
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 for handling the complaint does not exceed (10) ten days.
