Algiers, Algeria – The Ministry of Post and Telecommunications has finalized a new set of regulations designed to modernize and streamline express mail services in Algeria. This comprehensive framework, known as a ‘Cahier des Charges’ (Book of Specifications), aims to enhance transparency, accountability, and service quality within the sector.
According to a statement released by the Ministry, the new regulations, soon to be officially announced by the Postal and Electronic Communications Regulatory Authority (ARPCE), represent a significant step forward in organizing the express mail industry. Previously, the relationship between operators and the regulatory body was primarily limited to licensing, lacking clearly defined obligations for postal institutions towards their customers.
The ‘Cahier des Charges’ emphasizes transparency by mandating that express mail companies adhere to strict professional and technical standards. This includes adopting a distinct brand identity, complete with a recognizable name and logo prominently displayed on envelopes and vehicles. Furthermore, employees will be required to wear standardized uniforms that reflect the company’s identity and comply with hygiene and public decency standards.
The regulations also require operators to display clear identification signs at their business premises, making it easier for customers to interact with them. From a professional and technical standpoint, the ‘Cahier des Charges’ underscores the importance of ensuring the confidentiality of correspondence, the integrity of postal items, and compliance with personal data protection laws, as outlined in Law 18-07, prohibiting any unlawful use of personal information.
Service quality is a key focus of the new regulations. Express mail companies will be required to implement electronic tracking systems, allowing customers to monitor the progress of their packages transparently. Equal treatment of all customers, without discrimination, is also mandated. Furthermore, companies must clearly display tariffs and service conditions at all points of operation and on their official websites. The regulations also mandate the provision of at least one electronic payment method, such as electronic payment terminals or QR codes, to reduce cash transactions and promote digital transformation within the postal sector.
To bolster consumer confidence, the ‘Cahier des Charges’ establishes a clear mechanism for compensation in the event of lost or damaged items. Companies are also obligated to create an effective system for handling complaints, ensuring timely follow-up and responses. Finally, the delivery of items to minors is prohibited without parental consent.
