Overview
ISO 31511:2024 - Requirements for contactless delivery services in cold chain logistics - defines requirements for delivering refrigerated goods from the last refrigerated operation area at a distribution centre directly to recipients using a contactless cold chain. The standard focuses on temperature‑controlled, contactless handover and delivery (including special scenarios such as epidemics). It does not cover transfer of goods between distribution centres.
Keywords: ISO 31511:2024, contactless delivery, cold chain logistics, refrigerated delivery service, temperature‑controlled delivery.
Key topics and technical requirements
ISO 31511:2024 sets out requirements across organisational, technical and operational areas. Major topics include:
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Refrigerated delivery service provider duties
- Publicly available service description and contact details
- Verification of business licences and documentation
- Defined terms and conditions (size, mass, packaging, pre‑cooling/freezing)
- List of items not accepted
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Facilities and equipment
- Operation area layout: loading area, unloading area, incoming/outgoing channel, storage area
- Delivery vehicles and thermally insulated containers (with or without power)
- Cooling materials, monitoring devices and self‑service pick‑up cabinets
- Requirements to ensure normal operation and maintenance of facilities
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Operation process
- Handover procedures (loading/unloading with vehicle or container)
- Receiving and storage at the distribution centre (receiving, storage conditions)
- Delivery preparation, loading, delivery process, handling delivery failures and returns
- Record keeping and information management for handover and traceability
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Traceability and monitoring
- Use of monitoring equipment (temperature recorders, trackers) and information systems to record temperature, handover conditions and enable traceability
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Handling abnormal conditions
- Procedures for incidents, customer complaints, and quality management
- Service evaluation and continuous quality control
Applications and who should use it
ISO 31511:2024 is practical for organisations involved in the last‑mile refrigerated delivery and contactless logistics, including:
- Refrigerated delivery service providers and cold chain carriers
- Distribution centre operators and cold storage facility managers
- E‑commerce and grocery delivery platforms offering refrigerated or frozen goods
- Operators of thermally insulated container fleets and self‑service pick‑up cabinets
- Public health agencies and emergency logistics planners (e.g., epidemic response)
- Quality, compliance and supply chain managers seeking standardized contactless procedures
Related standards
- ISO 23412 - Indirect, temperature‑controlled refrigerated delivery services - referenced for terminology and related transport concepts.
ISO 31511:2024 helps organisations implement safe, traceable and compliant contactless cold chain delivery processes, reducing face‑to‑face contact while protecting product temperature integrity and consumer safety.
