Feelings mixed over delivery rule change

Many couriers have expressed their frustrations online, with some saying they are considering leaving their jobs due to the perceived trivialization and devaluation of their work under the latest regulation.

China launched a guideline to better regulate the parcel delivery sector in 2008 with a revision coming in 2013, which played an important role in strengthening the management of the express delivery market and promoting the healthy development of the industry, according to the State Post Bureau of China, the sector's regulator.

"The newly amended regulation is an add-on from 2013, " said Ding Hongtao, director of the legal affairs department at the China Express Association.

He noted that the regulation aims to ensure the quality and safety of express delivery services, safeguard the legitimate rights and interests of users, express delivery practitioners, and enterprises engaged in parcel delivery operations, and promote the industry's healthy development.

According to the national bureau, 443 million parcels were collected and delivered in China between March 1 to 14, a year-on-year increase of 16.3 percent.

"From the perspective of delivery volume, the overall operation of the industry is stable," Ding said.

Zhao Guojun, director of the postal development research center at Beijing University of Posts and Telecommunications, said the new regulation has sparked controversy due to misunderstandings and misinterpretations from various parties.

"With its close relationship to everyday life, any changes within the sector attract substantial attention," Zhao said.

"The introduction and interpretation of new regulations should be approached from exploring optimal solutions based on the principles of equality and mutual benefit for all parties involved," she said.

"The emphasis of the new regulations is on fostering a spirit of negotiation among couriers, companies and customers, with a focus on reaching consensus based on various circumstances," she added.

For customers, a courier is expected to know their needs. So it is not necessary to always call and inquire about how to make the delivery for every package.

"If clients and couriers have tacitly agreed to leave packages at a designated location, maintaining the existing communication status is sufficient. If there are additional new requirements from either party, they can renegotiate and reach a mutual agreement," she said.

"Due to misunderstandings of the new regulations, some delivery companies and clients have interpreted this provision from only one perspective — insisting on door-to-door delivery.

However, the unsustainable practice of unconditionally meeting clients' door-to-door delivery demands without considering costs is not viable," Zhao said.

She stressed the importance of balancing the interests of all parties involved in the delivery industry, including delivery companies, couriers, customers and upstream entities in the industry chain.

"Sustainable development for all parties is essential to create a mutually beneficial ecosystem within the industry," she said.

Zhao noted the new rule is necessary to standardize service behaviors and strengthen market order.

"The regulation has comprehensively arranged institutional measures for various entities in order to promote and drive the industry toward standardized and high-quality development," she said.

Ding from the China Express Association agreed. "Parcel delivery service is a civil performance act. Whether it is door-to-door delivery or delivery to a designated station or intelligent parcel locker, as long as the express delivery company and the user have reached a consensus, it is acceptable," he said.

He reassured that the new regulation does not require mandatory door-to-door delivery.

"It (the amendment) is aimed at solving the frequent unauthorized delivery of parcels to express delivery stations or intelligent parcel lockers without customers' consent. It requires express delivery companies to enhance their performance awareness, deliver according to the agreed method, and obtain customers' consent before placing the parcel in the locker or station," Ding said.

He also noted that obtaining consent can be achieved through various methods, not just phone calls, but also with pre-confirmation options, such as text messages and intelligent voice calls.

Parcel delivery companies are taking steps to ensure compliance with the latest regulation and to provide necessary training for their employees.

ZTO Express, one of the major parcel delivery companies in China, said the company will implement the requirements of the new regulation, safeguarding the legitimate rights and interests of front-line employees.

"According to the new regulation, ZTO will provide delivery services according to customers' needs, and those requiring door-to-door delivery will receive such service," the company said in a statement.

YTO Express, another major parcel delivery company, said it attaches great importance to the new regulation and has organized training sessions within the company to ensure employees' deeper understanding of the rule.

luowangshu@chinadaily.com.cn