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Compensation Policies and Procedures

Compensation Policies and Procedures

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Compensation Policy for Beneficiaries of Postal Services

Introduction

This policy aims to regulate the compensation process between the service provider and the beneficiary in accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia. It defines the scope and mechanisms of compensation in cases of delay, error in the delivery of postal items, loss, damage, or shortage. The policy includes both procedural and substantive rules for two types of compensation:

  1. Compensation for beneficiaries related to insured postal items.
  2. Compensation for beneficiaries related to uninsured postal items.

The goal is to enhance the efficiency of services provided to beneficiaries within the scope of Zajil Express Commercial Company services.

Article 1: Definitions

The following definitions shall have the same meaning whenever they appear in this policy, unless the context requires otherwise:

Service Provider:

Zajil Express Company, its subsidiaries, branches, and agents.

Postal Item:

Parcels, their contents, and any package, box, bag, container, or wrapped item, or any other materials, equipment, goods, or items transported.

Beneficiary:

Any natural or legal person who benefits from postal services.

Service Contract:

The agreement between Zajil Company and the customer (whether an individual or a company) that specifies the terms and conditions for providing transportation services. It includes the service price, the type of service (whether land, sea, or air transportation), and defines the obligations, responsibilities, and insurance, if applicable.

Article 2: Compensation Claim Procedures

In the event of a delay, error in delivery, loss, damage, or shortage of a postal item, the beneficiary may claim compensation according to the following procedures:

Submit a letter to the service provider that includes:

  • A statement specifying the type of the postal item subject to the claim.
  • The service contract.
  • The invoice for the postal item.
  • Statement of damaged, missing, or incomplete items (as applicable, such as photos or video clips).
  • A statement regarding the delay or error in delivery (as applicable).
  1. As for the evidence, the compensation request will only be accepted if the beneficiary provides proof that the actual service provider is responsible for the damage.
  2. The service provider has a department dedicated to handling customer complaints, whether direct or escalated to the regulatory authority.
  3. The beneficiary of the service provider has the right to submit complaints, and the provider's staff is committed to resolving all complaints to the best of their ability.
  4. The service provider shall refer the claim to the Claims Committee to review the beneficiary's request, and the committee must issue its decision within two (2) days from the date of the claim.
  5. The service provider, upon completion of the claim documents, resolves the complaint within a period of 5-7 business days.
  6. The service provider may refrain from offering compensation if the beneficiary fails to comply with the prescribed procedures.
  7. The service provider may refrain from offering compensation if the beneficiary submits their complaint more than 30 days after receiving the shipment.

Article 3: Compensation for Insured Postal Items

If compensation is due to the sender for damage, loss, partial loss, or delay of the insured postal item, or due to incorrect delivery caused by negligence or failure of the service provider, the compensation will be provided according to the following rules:

  1. Total damage or loss: Compensation based on the item's value as stated in the service contract, with the stated value serving as the maximum limit.
  2. Partial damage or partial loss: Compensation based on the value of the damaged or missing items, with the stated value in the service contract serving as the maximum limit.
  3. Evaluation of damaged or missing items will be conducted by the service provider's evaluation committee.
  4. In the case of compensation for total damage, the service provider has the right to request the damaged shipment from the beneficiary.
  5. Delay exceeding 14 days or incorrect delivery: The beneficiary is entitled to compensation in the form of delivery fees.
  6. If the shipment's value is less than the delivery fee, the compensation will be calculated based on the minimum value, which is equal to the delivery fee.
  7. ⚠️ In all cases, it is not permissible to combine two different types of compensation for the same postal item.

Article 4: Compensation for Uninsured Postal Items

If compensation is due to the sender for total or partial damage, loss, delay, or incorrect delivery of the postal item caused by negligence or failure of the service provider, the compensation will be provided as follows:

  1. Total or partial damage: Compensation based on the value stated in the service contract, with a maximum compensation limit of 100 Saudi Riyals.
  2. Evaluation of damaged or missing items will be carried out by the service provider's evaluation committee.
  3. Delay exceeding 14 days or incorrect delivery: The beneficiary is entitled to compensation in the form of delivery fees.
  4. If the shipment's value is less than the delivery fee, compensation will be calculated at the minimum value, which is the delivery fee.
  5. ⚠️ In all cases, it is not permitted to combine two different types of compensation for the same postal item.

Article 5: Compensation Requirements for the Recipient

If compensation is due to the consignee, it will only be disbursed if the consignee has paid the shipping fees in the following cases:

Damage
Shortage
Delay
Misdelivery
Loss

⚠️ Important: In all cases where the recipient is entitled to compensation, the compensation will not exceed the amount of the shipping service fees paid.

Article 6: Limits of Liability for Compensation

  1. The service provider's liability shall be limited as outlined in Articles 3 and 4.
  2. The service provider shall not be liable for compensation for damages arising from delays, errors related to receipt, or damages related to any fees or taxes.
  3. The service provider's liability will be determined based on the value of the postal item at the time the service was provided.

Article 7: Cases of No Compensation

The service provider shall not be liable for compensation in the following cases:

1.Damage or loss resulting from mechanical or electrical failure affecting the contents of the postal item.
2.Leakage, loss of weight, or change in size that does not substantially affect the postal item.
3.Manufacturing defects in the postal item.
4.If the damage or loss is caused by the beneficiary.
5.If the postal item is prohibited.
6.Force majeure events such as riots, wars, natural disasters, epidemics, and other similar circumstances.
7.Expiration of the retention period for the postal item with the service provider.
8.Failure of the beneficiary to disclose the special nature of the postal item.
9.Refusal by the beneficiary to provide the required documentation or to prevent the service provider from conducting the necessary inspection.
10.Causes beyond the service provider's control, such as customs or government procedures.
11.If the beneficiary's complaint relates to missing items that were not mentioned in the shipment's bill of lading.
12.If the beneficiary does not provide proof that the damage or loss was caused by the service provider.

Article 9: General Provisions

📅 If the beneficiary does not adhere to the deadlines mentioned above, their right to claim compensation will be forfeited.

📄 The beneficiary has 30 days to submit the required documents; otherwise, the service provider may reject the claim.

🤝 With the beneficiary's consent, the service provider may settle any compensation claim, provided the settlement is in writing and signed by both parties.

📦 If the service provider compensates the beneficiary for a damaged postal item, the service provider may dispose of the compensated postal item in any manner.

📋 If the service contract contains specific compensation terms that differ from those stated in this policy, the agreed-upon terms between the two parties will apply.

💳 The service provider may refuse to consider the compensation claim if the beneficiary has not paid the due service fee.

Article 10

In matters not specifically addressed in this policy, the provisions of the Postal Law and its executive regulations shall apply.

Article 11

This policy shall be effective from the date it is approved by the General Transport Authority.

This Policy is Approved by the General Transport Authority

Zajil Express Company - Reliable Postal Services

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