Minister Zerrouki Launches Comprehensive Reform of the Express Postal Sector to Guarantee Citizens’ Right to Quality Service
✍️ BY: Dr. Hana Saada
Algiers – October 2025 – In a step toward restructuring Algeria’s express postal sector, Minister of Post and Telecommunications Sid Ali Zerrouki has initiated a far-reaching reform aimed at ensuring transparency, professionalism, and citizen-centered service delivery. The Ministry of Post and Telecommunications announced in an official communiqué that the new regulatory specifications governing the operation of postal services under the simplified declaration system have been finalized, following extensive consultations with all relevant stakeholders.
According to the ministry, the official publication of this new specifications document will be made public in the coming days by the Postal and Electronic Communications Regulatory Authority, marking a pivotal turning point in the modernization of the postal ecosystem.
Unlike the previous framework, where relations were limited to licensing interactions between operators and the regulatory body, the new document introduces a comprehensive and binding structure that clearly defines the obligations of postal companies toward their clients. This shift seeks to institutionalize accountability and enhance consumer trust through rigorous technical and ethical standards.
The reform enshrines the principle of transparency by compelling postal service operators to uphold strict professional and technical criteria. Among these are the adoption of a distinct corporate identity — including an official name and logo displayed on parcels, envelopes, and vehicles — and the implementation of a standardized uniform for employees that reflects the company’s identity while maintaining cleanliness and public decorum. Additionally, all operators are required to display visible signage at their business premises to facilitate customer access and communication.
From a professional and technical standpoint, the new regulatory framework emphasizes the inviolability of correspondence and the protection of personal data, in accordance with Law 18-07 on data privacy. It strictly prohibits any unauthorized or unlawful use of postal information, reinforcing the principle of confidentiality as a cornerstone of public trust.
Central to this reform is the quality and reliability of service delivery. Operators will now be obliged to implement electronic tracking systems that enable clients to monitor their parcels in real time, ensuring full transparency and traceability. Moreover, the framework mandates equal treatment of all clients without discrimination, thereby promoting equity across the sector.
To enhance consumer awareness, companies are also required to publish clear pricing structures and service conditions at all operational points and on their official websites. In line with Algeria’s broader digital transformation agenda, the reform compels operators to provide at least one electronic payment option — whether through POS terminals or QR code systems — to reduce cash transactions and foster a more digital postal economy.
In a significant move to strengthen public confidence, the new document establishes a transparent compensation mechanism for cases of loss or damage to shipments. It also obliges postal companies to implement efficient systems for complaint management and customer feedback, ensuring that grievances are addressed promptly and effectively. Furthermore, it explicitly prohibits the delivery of postal items to minors without the authorization of their legal guardians, reinforcing consumer protection principles.
The reform additionally regulates subcontracting relationships within the sector, requiring all operators to notify the regulatory authority of any partnership or outsourcing arrangement. All parties involved will be subject to the same legal provisions, ensuring fair competition and regulatory consistency across the market.
By launching this ambitious reform, Minister Sid Ali Zerrouki has set the stage for a qualitative leap in Algeria’s postal and express delivery services, anchored in transparency, digital transformation, and citizen rights.
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