Ministry of Commerce Issues New Guidelines Regulating Delivery Services and Digital Platforms

Delivery Services

Ministry of Commerce and Industry issued a comprehensive guideline for delivery activities and services conducted through digital platforms and applications, targeting delivery companies, retail outlets, and supporting service providers, as part of efforts to regulate the rapidly growing sector and enhance efficiency, transparency, and fair competition.

In a statement on Monday, the ministry said the guideline is based on legislation related to competition protection, anti-monopoly practices, and consumer protection. It aims to establish a clear framework governing the relationship between digital platforms, service providers, and consumers, defining rights and obligations to curb unfair practices, strengthen trust in e-commerce, and support the growth and sustainability of small and medium-sized enterprises.

The guideline affirms pricing freedom for providers, allowing restaurants to set separate price lists for delivery platforms and in-store services, with pricing remaining the exclusive right of the provider after approval by the ministry. Platforms are prohibited from imposing or modifying prices or discounts without explicit consent, as well as from standardizing or restricting pricing.

It also sets rules for delivery service pricing, permitting platforms to determine delivery fees provided they are fair and serve the public interest. Full and transparent disclosure of all fees and commissions in contracts between platforms and restaurants is mandatory, with a ban on hidden charges. The guideline further regulates cancellation and refund policies based on fault, ensuring consumers are not charged before order preparation and are only liable for actual costs after preparation, without additional fees.

Regarding paid advertising, the guideline requires platforms to clearly disclose when the ranking of providers is influenced by paid promotions, and to outline general ranking criteria, including distance, ratings, delivery time, and service accuracy such as restaurants and shops. Discriminatory practices or arbitrary restrictions on visibility are prohibited.

The statement added that the guideline addresses uncollected cash orders through pre-confirmation mechanisms and defined liability distribution between providers and platforms, while allowing restrictions on consumers with repeated cancellations.

The ministry also emphasized the regulation of promotional offers and discounts, requiring prior licensing, accuracy, and transparency, including displaying prices before and after discounts and adhering to specified durations. It outlined provider obligations such as compliance with declared prices, prohibition of additional charges upon delivery, disclosure of preparation times, and ensuring product quality and safety.

The guideline further defines the responsibilities of delivery personnel, including punctuality, order integrity, professional conduct, and a ban on requesting extra payments from consumers.

The ministry reaffirmed its ongoing regulatory role in ensuring fair competition and market discipline, warning that necessary measures will be taken against violators, and urged all stakeholders to comply with the provisions of the guideline.

(QNA)