ISO 31511:2024

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:

• 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

• 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

• 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

• Traceability and monitoring

  • Use of monitoring equipment (temperature recorders, trackers) and information systems to record temperature, handover conditions and enable traceability

• 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.