This Document has been issued by the Communications and Information Technology Commission in exercise of its powers in accordance with Council of Ministers Resolution No. 403 of 12/07/1440 providing that the Commission shall assume responsibility over regulatory and supervisory functions of the postal sector.
This Document aims at setting out the binding provisions and requirements which protect the rights of the Customers of postal sector.
CITC: Communications and Information Technology Commission
License: a document issued by CITC to Service Provider which includes a permission to provide postal services.
Service Provider: any person that provides a postal service under a license.
Customer: any person that benefits from any of the postal services.
Mail: includes letters, postcards, printed matter, written and printed matter for the blind, and packages sent by the post from or to a person.
Parcel: any package, pack, bag, box, or wrapped object or otherwise which contains physical matter, in accordance with the requirements and specifications set by CITC.
Postal Items: include mails and parcels and the like, and everything which can be transported by post
Postal Services: all services and activities related to the post, including but not limited to, the following:
Receiving, transporting, distributing, and delivering postal items, including express mail.
Parcel stations.
Any service CITC decides to introduce into the scope of postal services, without prejudice to applicable laws.
Sender: a person requests from a Service Provider to send a postal item.
Recipient: a person to whom a postal item is sent.
1- This Document shall apply to all licensed providers of postal services in the Kingdom of Saudi Arabia.
2- Service Provider shall not engage in any practices in violation of these Rules.
3- When this Document requires the execution of any written procedure, this can be executed electronically or automatically, taking into consideration the laws, regulations and decisions governing electronic transactions, and what is issued by CITC in this regard.
4- This Document shall not limit any Customer rights set out in any laws, regulations, decisions, agreements, or other documents in e ect in the Kingdom.
5- Service Provider’s contracts shall be consistent with this Document and not contradicting any Customer rights set out in any laws, regulations, decisions, agreements, or other documents in e ect in the Kingdom.
6- Customer shall have the right to contact Service Provider, and Service Provider shall provide free-of-charge convenient and multiple telephone and electronic channels which enable Customer to contact it and track sent postal items, taking into consideration providing appropriate communication channels for people with special needs
7- Service Provider shall publish this Document and amendments thereof on its website.
1- This Article provides the minimum provisions and requirements for the protection of Customers’ rights that Service Provider shall adhere to. These are summarized in the following:
Customer right to access the service.
Customer right to get correct information.
Customer right to use the service at the announced price.
Customer right to receive assurance of service and experience quality
Customer right to respect their privacy and keep their information confidential
Customer right to handle their complaint.
Customer right to get awareness
2- Service Provider undertakes to do everything that protects such rights according to the following description as a minimum:
A- Customer right to aces the service:
1- Service Provider shall provide the service to its requester, without any discrimination between Customers, unless the service on request is not among its obligations for which it is licensed to provide, or if there are legal reasons preventing it from providing the service
2- Service Provider shall provide the service in accordance with what is agreed upon on the service contract.
3- Service Provider shall provide adequate outlets to deliver its services, taking into consideration the geographical distribution and spread of the Customers.
B- Customer right to get correct information:
1- Service Provider shall publish the personal information of the company and all information related to providing its services to the public via its electronic platforms, and on service delivery outlets, and shall provide copy of which to CITC. Such information shall include, as a minimum, the following:
a- Company name, address of its headquarters and branches, and contact information
b- Details of the services provided to the Customer.
c- Details of service rates, including service tari and any money to be paid by the Customer.
d- Date and time agreed upon to deliver the service
e- Details of requirements and obligations of Service Provider and Customer
f- Rules and procedures for compensation, in case of a breach of any obligation, and payment refund.
g- Consequences of breach or non-performance by Service Provider or Customer of their respective obligations.
h- Procedures to handle complaints of Customers.
i- Service quality standards.
j- Rules and procedures to deal with undelivered items.
k- Details of any discounts or o ers, if any.
l- Details of any limitations or exceptions to the service, and any applicable fees when exceeding such limitations or exceptions, if any
m- Rules and procedures to request the return of postal items, or to change the recipient’s address, the return fee and who shall bear it.
n- Means to track postal items and contact Service Provider, and service delivery outlets
o- Update of tracking status of postal items.
p- Frequently asked questions.
2- All information referred to in the above paragraph shall be written in a clear and easy language so that it is accessible and understood by Customers, and shall be available in both Arabic and English
Service Provider shall not describe, announce, or present the service in a way that involves misleading or incorrect information.
C- Customer right to use the service at the announced price:
1- Service Provider shall not collect any money except for services the Customer requests or agrees to be provided.
2- Service Provider shall not collect any money in violation to what is announced and agreed by the Customer on the service contract clearly.
3- Service Provider may collect the money paid by it on the Customer’s behalf to government agencies with regard to the contracted service, after obtaining prior approval from the Customer to do so, and present proof of payment of such money to government entities.
D- Customer right to receive assurance of service and experience quality:
1- Service Provider shall undertake to guarantee quality of the service provided as announced by it, in consistency with internationally recognized standards in this area, and integrate such guarantee in the service contract
2- Service Provider shall apply compensation and refund rules and procedures announced by it, in case of non-compliance with service quality or in case of damaged, incomplete, or lost postal items.
3- Service Providers shall develop standards for the Customer’s experience quality, evaluate and improve their experience, based on rating results.
E- Customer right to respect their privacy and keep their information confidential:
1- Service Provider shall keep confidential all information of the Customer, protect it against infringement on it by whatsoever means, and take all necessary measures to block access to it, prevent disclosure or publishing thereof, or to use or alter it in violation to the laws
2- Service Provider shall not disclose Customer’s information except when this disclosure is legally permissible in accordance with applicable laws in the Kingdom, or upon explicit consent of the Customer or who ocially represent it in this regard, or subject to a directive from CITC.
3- Service Provider shall set clear policies restricting access to Customers’ information under its control, and shall document any access to it.
4- Service Provider shall disclose its privacy policy, and determine and define the purposes of requesting, collecting, and storing Customers’ information. Such information shall not be used for undisclosed purposes.
5- Service Provider shall protect the content of the postal items and shall not grant access to it to people unauthorized by law
F- Customer right to handle their complaint:
1- Service Provider shall create a division for receiving, managing, and handling Customer’s complaints.
2- Customer shall have the right to file a complaint to Service Provider, provided that the complaint filing date shall not exceed (120) days from the date of depositing postal items.
3- Service Provider shall develop specific and clear procedures for handling and developing Customers’ complaints, and the complaint handling period shall not exceed (10) days from the complaint filing date, taking into consideration the following:
a- Filing a complaint shall be available through all possible means, whether electronically or by telephone or personal presence, and Customer shall not be left with only one means to file their complaint. Access to such means shall be clear and easy
b- Complaint handling procedures of Service Provider shall be done through an electronic system, where complaint handling procedures are kept and documented from complaint filing to closing.
c- Such procedures shall be consistent with international standards for complaint handling and customer satisfaction.
d- Customer shall be provided with a reference number for their complaint, and the expected period to handle their complaint via an SMS or an email or paper communication. If the complaint has not been handled within the expected period, Customer must be updated with status of their complaint, and the new expected period to resolve it, taking into consideration the specified complaint handling period
e- Customer shall be provided with a written and clear response with the result of their complaint by SMS or an email or paper communication. A short message such as (Complaint handled.), with no description of action taken, shall not be sucient.
4- Service Provider shall work on integrating its customer complaint handling systems with CITC’s electronic systems.
5- Service Provider shall archive the complaint filed by Customer and all relevant procedures for a period of no less than one year according to Gregorian calendar, starting from the complaint closing date
6- CITC shall be responsible for handling Customer complaint against Service Provider if the issue in dispute is related to a licensed service or a contract concluded for providing a postal service, and for instance this includes the following:
a- Postal items with missing or damaged content.
b- Delay in delivery of postal items.
c- Returned postal items.
d- Postal items delivered by mistake.
e- Customer rights set out in this Document.
7- Customer may escalate their complaint to CITC upon expiry of the period granted by law to Service Provider to handle the complaint in case of no response or closing without handling. This must be done within a period not exceeding 30 days from the date of complaint closing by Service Provider or expiry of the period legally granted to it. CITC may overlook this period in the cases where it finds that factual reasons have prevented Customer from filing their complaint to CITC during this period.
8- CITC may accept a complaint before filing it to Service Provider in the cases which, at CITC’s own judgement, require its intervention.
9- CITC may not accept a complaint immediately if CITC believes it is not factual, groundless, incomplete or if their demand is unjust, or the nature of the complaint or demand is beyond CITC’s competence, or the complaint is repeated or includes inappropriate language. In such event, CITC will notify Customer of the reasons for rejection.
10- When filing a complaint to CITC, Customer shall state relevant facts, determine their demands, and provide CITC with requested data and documents with regard to the complaint.
11- If Customer escalates their complaint to CITC, and it is then referred to Service Provider for feedback, Service Provider shall – within a period of no more than 3 days – do as follows:
a- Contact Customer to resolve the complaint by mutual agreement during the specified grace period.
b- Provide CITC with a copy of the complaint record including its handling details and procedures and Service Provider’s position on it.
c- Provide CITC with information and documents requested in the complaint.
12- If Service Provider does not respond to CITC with requested details, information and documents with the specified period or resolve the complaint by mutual agreement, CITC shall decide on the complaint and issue its decision based on available information.
13- Service Provider shall implement CITC’s decision issued concerning the complaint immediately when notified, within no more than 5 days from the notification date.
14- Service Provider shall study the reasons for repeated complaints and find radical solution. CITC may, where appropriate, develop standards for numbers and types of repeated complaints and actions to be taken.
15- Service Provider shall provide CITC with detailed reports and statistics on the complaints received by it, and actions taken with regard to them, on a regular basis as required by CITC.
16- CITC shall develop specific procedures to handle Customer complaints escalated to it, taking into consideration the following:
a- The period for complaint handling by CITC shall not exceed 30 business days from the complaint filing date until issuance of a decision thereon. CITC may, in some exceptions requiring longer time, extend such period while notifying the complainant.
b- Classify the complaints and set standards for complaint handling according to the type of the service complained of.
17- Service Provider shall make available its entire resources to inspection, follow-up, or implementation teams with regard to handling the complaint.
G- Customer right to get awareness:
1- Service Provider shall publish Customer rights and obligations on its website and service delivery outlets, in accordance with the requirements set out by CITC.
2- Service Provider shall prepare and implement plans and programs for raising Customer awareness, measure their satisfaction, and follow up on their feedback and requirements concerning provided services and their quality
1- Service Provider shall issue, on its letterheaded paper, a service contract for Customer. As a minimum, this contract shall include:
a- Details of service contracted for and relevant fee.
b- Details of content and condition of postal items which are the subject of the contract.
c- Sender details (name, ID / civil registration, nationality, contact number, address).
d- Recipient details (full name, contact number, address – delivery location).
e- Customer’s signature on the service contract and writing of their full name, or taking their approval electronically in a document manner.
f- Date of service contract.
g- Details and signature of Service Provider’s employee.
h- Acknowledgement of Service Provider’s employee that they have reviewed and verified the original identify of the sender
i- Policy number.
2- Service Provider shall keep the service contract for a period of no less than one year according to Gregorian calendar, starting from the contract signing date. The burden of proof of Customer’s approval shall fall on Service Provider if any dispute arises.
3- Service Provider shall provide Customer with a paper or electronic copy of the service contract.
4- Service Provider shall provide Customer with a receipt for any payment made, which includes amount paid, service provided and date of receipt. Service Provider shall keep record of this receipt for a period of no less than one year according to Gregorian calendar, starting from the date of payment receipt.
5- Service Provider shall return to Customer any amount paid in excess within 15 business days at most from the date it has knowledge of this.
1- Service Provider shall deliver postal items to the recipient’s address registered in the service contract, and shall be responsible for any loss, delay or error in the delivery caused by it.
2- Postal items shall be delivered to the recipient or their authorized person. Service Provider shall set procedures to verify identity of the recipient and get proof of their receipt.
3- Service Provider shall return any postal items delivered by mistake.
4- If postal items are not delivered because of recipient’s refusal to receive them, or any other reason due to Customer, Service Provider shall apply rules and procedures for handling undelivered items as published on its platforms and service delivery outlets, provided that such rules shall observe the number of attempts to be made for delivery. These delivery rules and procedures shall be consistent with international rules in this regard.
5- Service Provider shall abide by and keep record of the actions taken to handle undelivered postal items in a documented designated record for a period of no less than one year according to Gregorian calendar from the date of action taken.
1- Customer shall pay the fee as agreed upon on the service contract to Service Provider.
2- Customer shall pay the fee with regard to contracted service that they have agreed to be paid by Service Provider to government entities, and they shall be provided with a proof of payment of such fee to government entities.
3- Customer (recipient) shall verify that postal items are delivered in a safe and sound condition before signing on receipt.
4- Customer who receives by mistake or finds postal items shall notify Service Provider through any of the approved communication methods.
1- Sender may request postal items to be returned or recipient’s address to be amended before delivery to recipient. Service Provider shall apply rules and procedures for returning postal items or amending recipient’s address, published on its platforms and service delivery outlets, taking into consideration that such rules and procedures shall be consistent with international rules in this regard, and any resulting charges which may be required from Customer.
These terms of use (the Terms) tells you the terms on which you may make use of our website [Insert website address here] (the Site).
Please read these Terms carefully because they will apply to your use of our Site. By using our Site, you confirm that you accept these Terms and you agree to comply with them. If you do not agree to these Terms, you must not use our Site. If you have any question, please dial the AJEX service hotline, details of which can be found below.
Information about us
This Site is operated by AJ LOGISTICS SERVICES LLC (we or us). We are registered in the Kingdom of Saudi Arabia under company registration number 1010639740 and have our registered office at P. O. Box 42468 Riyadh 11541, Saudi Arabia.
Other applicable terms
The Terms which apply to the use of our Site include our Privacy Policy [insert link to site's privacy policy], which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our Site, you consent to such processing and you warrant that all data provided by you is accurate.
Changes to the Terms
We may revise the Terms by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding on you.
Intellectual Property
The domain name, logo, trademark, content, technical data and other relevant information (together the "Website Content") of this site are the intellectual property of AJ LOGISTICS SERVICES LLC and / or its affiliates (hereinafter referred to as "A.J."). You shall respect and strictly comply with the relevant intellectual property laws, regulations and treaties which are in effect around the world. If a matter is not stated specifically in the Website Content, it does not mean that A.J. waives any rights or is not in favour of those rights. You may print and download extracts of any page from our Site for your personal use and you may draw the attention of others within your organisation to content posted on our Site. You shall not, in any way, amend, edit the website content, distribute computer virus, set up network links or use this site for any commercial purpose or other personal purpose. You shall neither, for any purpose, use or distribute Website Content to any other website, print media or network computer environment. For the avoidance of doubt, you acknowledge and agree that your use and accessing of the Site does not grant any intellectual property rights or other proprietary rights of A.J. save as otherwise agreed in writing or stated herein.
Information Release and Exchange
The content on our Site is provided for general information only. Except the service commitment expressly stated in the Site content, information released by this Site does not amount to an offer, warranty or promise in any form. We do not guarantee that our Site, or any content on it, will be free from errors or omissions.
We may update our Site from time to time, and the Site content or products, services, price, and service commitment, etc. referred to therein, may change without notice. Please note that any of the content on our Site may be out of date at any given time, and we are under no obligation to update it, though we will try to update the same in a timely manner. Please note it is possible that the information (including service commitment) set forth in this Site, e.g. the information of the products or services, is not accessible in your local area. You may dial A.J. service hotline or contact your local A.J. network technician for inquiry.
Viruses
We do not guarantee that our Site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our Site. You should use your own virus protection software.
You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. In the event of a breach of the foregoing, your right to use our Site will cease immediately.
Use and Access
You represent and warrant your use of this site shall not violate laws, regulations and social ethics of your jurisdiction. You shall not submit to this Site, or send and spread through this Site any information or material that is illegal, terrible, superstitious, rumoured, slanderous, threatening, pornographic, or which may infringe others’ lawful rights and interests or threaten social order.
We reserve the right to alter, suspend or discontinue any aspect of the Site or the services provided through it, including your access to it, without notice. We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We will not be liable to you if for any reason our Site is unavailable at any time or for any period.
Other Statements
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
Contact us
To contact us, please email [INSERT EMAIL ADDRESS] or dial the hotline on [INSERT HOTLINE NUMBER].
In the event of encountering criminals misappropriating A.J. website, logo or service hotline etc. to provide relevant products or services or engage in fraud, please inform the police at once, and dial A.J. service hotline simultaneously for our record.
Governing Law
These Terms and their subject matter and their formation (and any non-contractual disputes or claims) are governed by the laws of the Kingdom of Saudi Arabia. We both agree to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia.
AJEX Limited including its subsidiaries (“AJEX”) is committed to protecting and respecting your privacy in accordance with AJEX Privacy Policy (the “Privacy Policy”).
This Privacy Policy sets out how AJEX collects, uses, processes, shares, protects and retains personal data about you, and the choices you have about your personal data, in conformance with the Privacy Policy in connection with the Services to be provided by AJEX in the Territories.
“Personal data” means any information of any type, irrespective of the type of medium involved, including sound and image, relating to an identified or identifiable natural person (“data subject”); an identifiable person is one who can be identified, directly or indirectly, in particular by reference to an indication number or to one or more factors specific to his physical, physiological, mental, economic, cultural or social identity.
“Territories” means the United Arab Emirates, the Kingdom of Saudi Arabia, the Kingdom of Bahrain or any other country where the AJEX is providing services.
Scope of the Privacy Policy
This Privacy Policy applies to AJEX’ provision of courier services, which we here collectively call the Services. The Privacy Policy applies to information we collect:
We may periodically update this Privacy Policy by posting a new version on www.aj-ex.com/privacy. If we make any material changes, we will notify you by posting a notice in the wesbite prior to the change becoming effective. Your continued use of the Services after the effective date will be subject to the new Privacy Policy.
All AJEX Services are governed by this Privacy Policy and by using or accessing a Service you give consent to the processing, use and disclosure of your data. Please do not use the Services if you do not agree to this Privacy Policy.
AJEX reserves the right to modify this Privacy Policy. Your continued use of Services will signify your acceptance of the changes to this Privacy Policy.
Collection of personal data
AJEX collects personal data from you only where necessary for the fulfilment of the reasonable, legitimate and proper business purposes of AJEX. All collection of personal data is carried out in a fair and lawful manner.
AJEX collects personal data:
This personal data enables AJEX to provide you with the Services or products that you require, to source supply of Services and/or products from you, to process your job application or to proceed with the purposes for which such personal data is collected, or if it is able to, there may be delays in the provision, sourcing or processing thereof, for which AJEX shall not be held liable nor responsible for.
Use of personal data
AJEX collects, uses, processes and retains personal data for its legitimate functions:
AJEX follows generally accepted industry standards and maintains reasonable safeguards to attempt to ensure the security, integrity and privacy of the information in AJEX’ possession.
Direct marketing
Any use of your personal data by AJEX for direct marketing or any directly related purposes would be in accordance with the Privacy Policy. AJEX will only use your personal data for direct marketing of the products and services of AJEX and our business partners after we have obtained your consent and you have the right to withdraw such consent at any time.
Disclosure of personal data
AJEX may disclose the personal data collected to AJEX subsidiaries and/or group of companies and to AJEX’s business associates that provide courier, freight forwarding, warehousing, transportation, logistics and related Services who are involved in the fulfilment of your requests or the Services contracted for.
AJEX may also disclose your personal data with third parties who assist AJEX with its internal functions, such as invoicing and the mailing of account statements, credit reference check, transportation services and information technology services. These third parties are bound to abide by AJEX’s practices and policies relating to the usage, processing and retention of your personal data. Your personal data is only accessible by our own personnel or the personnel of the third parties listed above for the purposes specified above. Our own personnel and the personnel of the third parties will be instructed to observe confidentiality and the terms of this Privacy Policy when accessing your personal data.
Other than in the instances stated herein and for any other legitimate and proper purposes, AJEX will not share, sell, rent, trade and/or disclose your personal data to any other third party unless your consent has been obtained.
AJEX may use third parties to collect and process personal data on behalf of AJEX and according to AJEX instructions. AJEX is not liable for the acts and omissions of these third parties, except as provided by mandatory/applicable law.
AJEX may also disclose your personal data to third parties when AJEX has a reason to believe that a disclosure is necessary to address potential or actual injury or interference with AJEX’ rights, property, operations, users or others who may be harmed or may suffer loss or damage, or AJEX believes that such disclosure is necessary to protect AJEX rights, combat fraud and/or comply with a judicial proceeding, court order, or legal process served on AJEX. To the extent permitted by applicable law, AJEX will make reasonable efforts to notify you of such disclosure through AJEX website or in another reasonable manner.
Transfer of personal data outside the Territories
If necessary, AJEX may transfer your personal data to places outside the Territories for carrying out the purposes, or the directly related purposes specified above, for which the personal data was collected, or for storage or processing in relation thereto. All the transfer of such personal data will be carried out in compliance with the requirements of the applicable laws and the Privacy Policy. By submitting your personal data, you agree to this transfer, storing or processing. AJEX will take reasonable and practicable steps to ensure that your personal data is treated securely and in accordance with the applicable laws and the Privacy Policy.
Retention of personal data and correctness
AJEX retains the collected data for the period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by applicable law. Thereafter AJEX deletes all data in its possession within a reasonable timeframe. AJEX does not verify the correctness of personal data.
Please note that some data may be further retained if necessary, to resolve disputes, enforce AJEX Terms of Use, and comply with technical and legal requirements and constraints related to the security, integrity and operation of Services.
Third Party Terms and Conditions
Please note that your use of the Services may be subject to certain third-party terms and conditions and AJEX is not liable for any such third-party terms and conditions and their use of your personal data.
AJEX may disclose your personal data to third parties in connection with a corporate merger, consolidation, restructuring, the sale of substantially all of AJEX stock and/or assets or other corporate change, including, without limitation, during the course of any due diligence process provided, however, that this Privacy Policy shall continue to govern such personal data.
AJEX follows generally accepted industry standards and maintains reasonable safeguards to attempt to ensure the security, integrity and privacy of the information in AJEX ’ possession.
Protection and storage of personal data
AJEX has also implemented reasonable and practical security measures designed to protect against loss, misuse and/or alteration of your personal data under its control. AJEX may store and/or transfer your personal data to its subsidiaries, affiliates and partners in and outside the Territories in accordance with mandatory legislation and this Privacy Policy.
Use of Cookies
We use cookies, or pieces of code that record your preferences, on our website, but we will ask for your consent to their use when you first visit us. When you browse any AJEX’s or AJEX group’s website, cookies will be stored in your computer's hard drive and will be used in accordance with your consent. You have a choice not to accept the cookies, but if you do, certain functionalities (e.g. banner redirection) may not be available.
Accuracy of personal data
AJEX shall take reasonable steps to keep your personal data as accurate, complete, and up-to-date as is necessary for the purposes for which it is to be used. Personal data that is used on an ongoing basis, including information that is disclosed to third parties, will generally be kept accurate and up-to-date. Where you inform us of personal data which is inaccurate, incomplete, misleading or not up-to-date, we will update it in compliance with the applicable laws and Privacy Policy, subject always to AJEX’s other statutory rights and obligations.
Access to information and contact
Under and in accordance with this Privacy Policy, you have the right to seek access to and correction of your personal data held by us. In addition, you may request us to delete your personal data that is no longer required for the relevant purposes which you have given consent. Such rights may be exercised by you at any time. If you wish to exercise such rights, or if you have any question regarding your personal data or this Privacy Policy, please contact us at [XXXXX].
AJEX makes good faith efforts to enable you to review, update or correct your personal data in AJEX’s possession. AJEX will need sufficient information from you to establish your identity and to verify your access request, and also to assist us in handling your request. AJEX reserves the right to charge you a reasonable fee for complying with a data access request as permitted by applicable laws.
This Privacy Policy is governed by the laws of the Kingdom of Saudi Arabia.