CIVIL AVIATION DIRECTIVE – 6010

GROUND HANDLING
GH

CIVIL AVIATION AUTHORITY OF MALAYSIA

ISSUE 02
REVISION 01 – 15 TH NOVEMBER 2022
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 Introduction

Introduction
In exercise of the powers conferred by Section 24O of the Civil Aviation Act 1969 [Act 3], the
Chief Executive Officer makes the Civil Aviation Directive 6010 – Ground Handling (“CAD
6010 – GH”), pursuant to Regulation 139 and 189 of the Malaysian Civil Aviation Regulations
(MCAR) 2016.

This CAD contains the Standards, requirements, and procedures pertaining to the provisions for
Ground Handling authorised by the CAAM. The Standards and requirements in this CAD are
based mainly on the Standards and Recommended Practices (SARPs) contained in the
International Civil Aviation Organisation (ICAO) Doc 10121 Manual on Ground Handling.

This Civil Aviation Directives 6010 – Ground Handling (“CAD 6010 – GH”) is published by
the Chief Executive Officer under Section 24O of the Civil Aviation Act 1969 [Act 3] and
come into operation on 15th November 2022.

Non-compliance with this CAD

Any person who contravenes any provision in this CAD commits an offence and shall on
conviction be liable to the punishments under Section 24O (2) of the Civil Aviation Act 1969
[Act 3] and/or under Malaysia Civil Aviation Regulation 2016.

(Datuk Captain Chester Voo Chee Soon)

Chief Executive Officer
Civil Aviation Authority of Malaysia

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 Introduction

Civil Aviation Directive components and Editorial practices

This Civil Aviation Directive is made up of the following components and are defined as follows:

Standards: Usually preceded by words such as “shall” or “must”, are any specification for physical
characteristics, configuration, performance, personnel, or procedure, where uniform application is
necessary for the safety or regularity of air navigation and to which Operators must conform. In the
event of impossibility of compliance, notification to the CAAM is compulsory.

Recommended Practices: Usually preceded by the words such as “should” or “may”, are any
specification for physical characteristics, configuration, performance, personnel, or procedure, where
the uniform application is desirable in the interest of safety, regularity or efficiency of air navigation,
and to which Operators will endeavour to conform.

Appendices: Material grouped separately for convenience, but forms part of the Standards and
Recommended Practices stipulated by the CAAM.

Definitions: Terms used in the Standards and Recommended Practices that are not self- explanatory
in that they do not have accepted dictionary meanings. A definition does not have independent status
but is an essential part of each Standard and Recommended Practice in which the term is used, since a
change in the meaning of the term would affect the specification.

Tables and Figures: These add to or illustrate a Standard or Recommended Practice, and which
are referred to therein, form part of the associated Standard or Recommended Practice and have the
same status.

Notes: Included in the text, where appropriate, Notes give factual information or references bearing
on the Standards or Recommended Practices in question but not constituting part of the Standards or
Recommended Practices;

Attachments: Material supplementary to the Standards and Recommended Practices or included as

a guide to their application.

It is to be noted that some Standards in this Civil Aviation Directive incorporate, by reference, other
specifications having the status of Recommended Practices. In such cases, the text of the
Recommended Practice becomes part of the Standard.
The units of measurement used in this document are in accordance with the International System of
Units (SI) as specified in CAD 5. Where CAD 5 permits the use of non-SI alternative units, these are
shown in parentheses following the basic units. Where two sets of units are quoted it must not be
assumed that the pairs of values are equal and interchangeable. It may, however, be inferred that an
equivalent level of safety is achieved when either set of units is used exclusively.

Any reference to a portion of this document, which is identified by a number and/or title, includes all
subdivisions of that portion.

Throughout this Civil Aviation Directive, the use of the male gender should be understood to include
male and female persons.

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 Record of
Record of Revisions
Revisions to this CAD shall be made by authorised personnel only. After inserting the revision, enter
the required data in the revision sheet below. The ‘Initials’ has to be signed off by the personnel
responsible for the change.
Rev No. Revision Date Revision Details Initials
ISS02/REV00 15th November - CAAM
2021
ISS02/REV01 15th November Refer to summary highlights CAAM
2022

Issue 02/Rev 01 CAD 6010 – 3

 Record of

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Issue 02/Rev 01 CAD 6010 – 4

 Summary of
Summary of Changes
ISS/REV no. Item no. Revision Details
ISS02/REV01 Para 1.5 Inclusion of CSI (CAAM Safety Inspector)
Para 2.2.1.1, Revised to provide clarity on requirements
Note 1
Para 2.2.1.1, Revised to provide clarity on requirements
Note 5
Para 2.2.1.12, Revised to refer to the appendix in CAGM 6010
Note 1
Para 2.4.3 Added statement on TAC CQ requirement
Para 2.8.1 Removed words in the bracket
Para 2.8.8 Revised to refer to the appendix in CAGM 6010
Para 3.1.1 (c) Revised to refer to the appendix in CAGM 6010

Para 3.1.1 (e) Revised to provide clarity on requirements

Para 3.1.1 (g) Added list of documents to be included with the
application
Para 3.1.3 Revised to refer to the appendix in CAGM 6010
Para 3.3 Revised to remove the repeated word
Para 3.6.3 (d) Revised to refer to the appendix in CAGM 6010
Para 3.8 Additional requirements on revoked, inactive, or lapsed
TAC added
Para 4.1.7 Revised to refer to the appendix in CAGM 6010
Para 4.4.6, Note Revised to refer to the appendix in CAGM 6010
Para 5.1.6 Revised to refer to the appendix in CAGM 6010
Para 6.1.4 Revised to refer to the appendix in CAGM 6010
Para 8.1.2 Added para to provide clarity on requirements
Para 8.1.3 Added para to provide clarity on requirements
Para 8.1.4 Revised to provide clarity on requirements
Para 8.2.1 Added para to provide clarity on requirements
Para 9.1.9 Revised to refer to the appendix in CAGM 6010
Para 10.1.4 Revised number of months in the table
Para 10.2.1 (c) Removed words in bracket

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 Summary of
Para 11.3.2 Revised to provide clarity on requirements
Para 11.4.4 Revised to provide clarity on requirements
Para 12 Removed the whole appendices

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 Table of
Table of Contents
1 GENERAL AND DEFINITION..................................................................................................................... 1-1
1.1 CITATION...........................................................................................................................................................................................1-1
1.2 APPLICABILITY...................................................................................................................................................................................1-1
1.3 REVOCATION.....................................................................................................................................................................................1-1
1.4 DEFINITION.......................................................................................................................................................................................1-1
1.5 ABBREVIATION..................................................................................................................................................................................1-2
2 GENERAL................................................................................................................................................ 2-4
2.1 INTRODUCTION.................................................................................................................................................................................2-4
2.2 GROUND HANDLING SERVICES CATEGORY....................................................................................................................................2-4
2.3 REQUIREMENT FOR CERTIFICATION................................................................................................................................................2-7
2.4 CERTIFICATION PROCEDURE............................................................................................................................................................2-8
2.5 TECHNICAL AND OPERATIONAL STANDARDS FOR GROUND HANDLING SERVICES......................................................................2-8
2.6 OWNERSHIP, BUSINESS OFFICE AND OPERATIONS BASE.............................................................................................................2-9
2.7 SUBCONTRACTED ACTIVITIES...........................................................................................................................................................2-9
2.8 INSPECTIONS..................................................................................................................................................................................2-10
3 CERTIFICATIONS..................................................................................................................................... 3-1
3.1 APPLICATION FOR CERTIFICATION...................................................................................................................................................3-1
3.2 ISSUE OF TECHNICAL APPROVAL CERTIFICATE (TAC)............................................................................................3-2
3.3 CONTENTS OF TECHNICAL APPROVAL CERTIFICATE (TAC).....................................................................................3-2
3.4 TAC HOLDER’S DUTY TO MAINTAIN OPERATIONS CATEGORY....................................................................................................3-2
3.5 VALIDITY OF TAC AND OPERATIONS CATEGORY...........................................................................................................................3-3
3.6 AMENDING A CERTIFICATE OR OPERATIONS CATEGORY...............................................................................................................3-3
3.7 RENEWAL OF TAC.........................................................................................................................................3-4
3.8 REVOKED, INACTIVE, OR LAPSED TAC...............................................................................................................3-4
3.9 DISPLAY OF CERTIFICATES & POLICIES............................................................................................................................................3-5
4 PERSONNEL REQUIREMENTS.................................................................................................................. 4-1
4.1 GENERAL...........................................................................................................................................................................................4-1
4.2 NOMINATED AM..........................................................................................................................................4-1
4.3 NOMINATED POST HOLDERS (NPH).................................................................................................................4-2
4.4 COMBINATION OF NPH’S RESPONSIBILITIES..................................................................................................................................4-2
5 MANUAL REQUIREMENTS....................................................................................................................... 5-1
5.1 GENERAL...........................................................................................................................................................................................5-1
6 TRAINING REQUIREMENTS..................................................................................................................... 6-1
6.1 GENERAL...........................................................................................................................................................................................6-1
6.2 TRAINING SYLLABUS REQUIREMENT...............................................................................................................................................6-1
6.3 COMPETENCY OF TRAINER, INSTRUCTOR, AND ASSOCIATE TRAINER..........................................................................................6-2
7 GROUND SUPPORT EQUIPMENT AND FACILITIES....................................................................................7-1
7.1 FACILITIES..........................................................................................................................................................................................7-1
8 FATIGUE MANAGEMENT........................................................................................................................ 8-1
8.1 GENERAL...........................................................................................................................................................................................8-1
8.2 PERSONNEL DUTY PERIOD LIMITATIONS AND REST REQUIREMENTS...........................................................................................8-1
9 QUALITY ASSURANCE............................................................................................................................. 9-1
9.1 QUALITY ASSURANCE SYSTEM........................................................................................................................................................9-1

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 Table of
10 RECORDS AND REPORTS....................................................................................................................... 10-1
10.1 GENERAL.........................................................................................................................................................................................10-1
10.2 TRAINING FILE CONTENT AND ARRANGEMENT............................................................................................................................10-2
11 SAFETY MANAGEMENT SYSTEM............................................................................................................ 11-1
11.1 INTRODUCTION TO SMS...............................................................................................................................11-1
11.2 COMPONENTS OF A SAFETY MANAGEMENT SYSTEM.................................................................................................................11-1
11.3 HUMAN FACTORS..........................................................................................................................................................................11-2
11.4 SAFETY CULTURE............................................................................................................................................................................11-2

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 Chapter 1 – General and

1 General and Definition.

1.1 Citation

1.1.1 These Directives are the Civil Aviation Directives 6010 – Ground Handling (CAD 6010
GH), Issue 02/Revision 01, and come into operation on 15th November 2022.

1.1.2 This CAD 6010 – GH, Issue 02/Revision 02 will remain current until withdrawn or
superseded.

1.2 Applicability

1.2.1 The following person shall be subject to this CAD:

Ground Handling Self-Handlers (AOC Holder)

Ground Handling Service Providers,

Ground Handling Personnel.

1.2.2 This CAD shall apply to Self-Handler and GHSP prescribing the rules and technical
requirements which provide ground handling services at Malaysian aerodrome.

1.3 Revocation

1.3.1 This CAD revokes Civil Aviation Directive 6010 – Ground Handling, Issue
02/Revision 00 dated 15th November 2021.

1.4 Definition

1.4.1 In this CAD, unless the context otherwise requires:

Airport operator means the party responsible to operate the airport and holds an Airport
Operating Certificate.;

Baggage means such articles, effects, and other personal property of a passenger as are
necessary or appropriate for wear, use, comfort, or convenience in connection with the trip.
Unless otherwise specified, it includes both checked and unchecked baggage.;

CAAM GH means the Civil Aviation Authority Malaysia - Ground Handling Unit;

Cargo means any goods carried on an aircraft that is covered by an air waybill.; CEO

means Chief Executive Officer;

Dangerous Goods means an articles or substances which are capable of posing a

significant risk to health, safety, or property when transported by air.

GHI means Ground Handling Inspector;

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 Chapter 1 – General and

Ground Handling Service Provider means a certified organisation which scope of

business is to perform ground handling functions. Ground Handling Service Providers is also
referred to as Ground Handling Organisation.;

IATA means International Air Transport Association.

IATA Dangerous Goods Regulations means the documents Published by the

International Air Transport Association IATA. The globally accepted field source reference
for companies shipping hazardous materials by air, as amended.

ICAO means International Civil Aviation Organisation.

ICAO Dangerous Goods Regulations means the documents published by the

International Civil Aviation Organisation (ICAO). The globally accepted field source
reference for companies shipping hazardous materials by air, as amended.

Load means any item carried on an aircraft other than what is included in the basic
operating weight.

Load Control means a function to ensure the optimum utilisation of the aircraft capacity
and distribution of load as dictated by safety and operational requirements.

MAVCOM means Malaysian Aviation Commission.

Safety Management System means a system for the management of the safety of
operations. It includes the organisational structure, responsibilities, procedures, processes,
and provisions for the implementation of safety policies by the organisation. It provides for
the control of safety within the organisation and the safe use of facilities and equipment.

Self-Handler means whomever provide ground handling services for their own operations
only. Self-handler shall comply with Ground Handling technical requirements as specified
under the AOC approval.

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 Chapter 1 – General and

1.5 Abbreviation
ATC Air Traffic Control
CAAM Civil Aviation Authority Malaysia
CAD Civil Aviation Directives
CAGM Civil Aviation Guidance Material
CEO Chief Executive Officer
CSI CAAM Safety Inspector
FOI Flight Operations Inspector
FRMS Fatigue Risk Management System
GHI Ground Handling Inspector
GHS Ground Handling Services
GHSP Ground Handling Service Provider
IATA International Air Transport Association
ICAO International Civil Aviation Organisation
ISAGO IATA's Safety Audit of Ground Operations
JIG Joint Inspection Group
MCAR Malaysian Civil Aviation Regulation
NOTAM Notice to Airmen
PIC Pilot-In-Command
PM Project Manager
POPS Prospective operator’s pre-assessment statement
SARPs Standards and Recommended Practices
SMS Safety Management System
SOA Safety Oversight Audit
SOP Standard Operating Procedure
TAC Ground Handling Technical Approval Certificate

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 Chapter 2 –

2 General

2.1 Introduction

2.1.1 This section prescribes the rules and technical requirements governing organisations that
provide ground handling services at Malaysian aerodrome.

2.1.2 For the purposes of this section, ground handling services include any of the
following:

Category 1 - Ground administration and supervision.

Category 2 - Passenger handling.

Category 3 - Freight and mail handling, (Landside).

Category 4 - Aircraft services.

Category 5 - Aircraft maintenance.

Category 6 - Flight operations and crew administration.

Category 7 - Surface transport.

Category 8 - Catering services.

Category 9 - Baggage handling.

Category 10 - Freight and mail handling, (Airside)

Category 11 - Ramp handling.

Category 12 - Fuel and oil handling.

2.1.3 The operations category associated with a TAC is an integral part of the authorisation
under which an operator conducts operations.

2.1.4 The operation categories identify the CAAM office involved, the number of the
associated TAC, the name of the operator, the date of issuance, and the signature of the
CAAM official responsible for its issuance and show the make the type of operation and
the aerodromes in which operations are authorised.

2.1.5 The operation categories cover all aspects of the operation and include special
limitations, conditions, and authorisations with criteria as appropriate. Detailed
conditions applicable to operations categories may also be approved by CAAM in the
operations manual.

2.2 Ground Handling Services Category.

2.2.1 This section prescribes the rules and technical requirements governing organisations that
provide ground handling services at Malaysian aerodrome. Detailed ground handling
services category is explained be

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 Chapter 2 –

2.2.1.1 Category 1 - Ground administration and supervision. Comprising:

a) Representation and liaison services with local authorities or any other entity
disbursements on behalf of the airport user and provision of office space for its
representatives;

b) Load control, messaging, and telecommunications;

c) Handling, storage, and administration of unit load devices;

d) Any other supervision services before, during, or after the flight; and

e) Any other administrative service requested by the airport user.

Note 1. – Culture management – Clear segregation of GHSP Station Head
role/responsibility & airline representation role/responsibility and line of
reporting (overall supervision & operations monitoring) –
Customer/airline/operator shall employ personnel to resume
customer/airline/operator Station Manager roles.
Note 2. - Facilities, storage & office space – May occupy the same space,
however, must have locked storage for the accountable document.
Note 3. - Supervisory services - shall be stipulated in the Standard Ground
Handling Agreement (SGHA) and Service Level Agreement (SLA) between
the operator (airline) and GHSP.
Note 4. - Support - implementation of airline’s Safety Management System
(SMS) and Emergency Response Plan (ERP) Handling (if required).
Note 5. - Qualified and trained personnel - Ensures personnel training
complied with regulatory and mandatory requirements according to the
training matrix (SMS, etc) to fulfil the station management role of the GHSP.

2.2.1.2 Category 2 - Passenger handling.

Comprising any kind of assistance to arriving, departing transfer, or transit

passengers, including checking tickets and travel documents, registering baggage, and
carrying it to the sorting area.

2.2.1.3 Category 3 - Freight and mail handling, (Landside), Comprising:

a) For freight handling of related documents, customs procedures and the

implementation of any security procedure agreed between the parties or required
in the circumstances;

b) For mail handling of related documents and implementation of any security

procedure between the parties or required by the circumstances.

2.2.1.4 Category 4 - Aircraft services. Comprising:

a) The external and internal cleaning of the aircraft, and the toilet and water
services;

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 Chapter 2 –

b) The cooling and heating of the cabin, the removal of snow and ice, the de- icing
of the aircraft;

c) The rearrangement of the cabin with suitable cabin equipment, and the storage of
the equipment.

2.2.1.5 Category 5 - Aircraft maintenance. Comprising:

a) Routine services performed before flight;

b) Non-routine services requested by the airport user;

c) The provision and administration of spare parts and suitable equipment;

d) The request for or reservation of suitable parking and/or hangar space.

Note – Application and issuance of approval for Category 5 are done through
Part 145 Certification by the Air Worthiness Division of CAAM.

2.2.1.6 Category 6 - Flight operations and crew administration. Comprising:

a) Preparation of the flight at the departure airport or at any other point;

b) In-flight assistance, including re-dispatching if needed;

c) Post-flight activities;

d) Crew administration.

2.2.1.7 Category 7 - Surface transport. Comprising:

a) The organisation and execution of crew, passenger, baggage, freight, and mail
transport between different terminals of the same airport, but excluding the same
transport between the aircraft and any other point within the perimeter of the
same airport;

b) Any special transport requested by the airport user.

2.2.1.8 Category 8 - Catering services. Comprising:

a) Liaison with suppliers and administrative management;

b) Storage of food and beverages and the equipment needed for the

preparation of food and beverages;

c) Cleaning of the equipment;

d) Preparation and delivery of equipment as well as of bar and food.

2.2.1.9 Category 9 - Baggage handling.

Comprising with handling baggage in the sorting area sorting it, preparing it for
departure, loading it onto and unloading it from the devices designed to move

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 Chapter 2 –

it from the aircraft to the sorting area and vice versa, as well as transporting baggage
from the sorting area to the reclaim area.

2.2.1.10 Category 10 - Freight and mail handling. (Airside)

As regards, the physical handling of freight and mail whether incoming, outgoing, or
being transferred, between the air terminal and the aircraft.

2.2.1.11 Category 11 - Ramp handling. Comprising:

a) Marshalling the aircraft on the ground at arrival and departure;

b) Assistance to aircraft parking and provision of suitable devices;

c) Communication between the aircraft and the air-side supplier of services;

d) The loading and unloading of the aircraft, including the provision and operation
of suitable means, as well as the transport of crew and passengers between the
aircraft and the terminal, and baggage transport between the aircraft and the
terminal;

e) The provision and operation of appropriate units for engine starting;

f) The moving of the aircraft at arrival and departure, as well as the provision and
operation of suitable devices;

g) The transport, loading on to and unloading from the aircraft of food and
beverages.

2.2.1.12 Category 12 - Fuel and oil handling. Comprising:

a) The organisation and execution of fuelling and de-fuelling operations, including

the storage of fuel and the control of the quality and quantity of fuel deliveries;

b) The replenishing of oil and other fluids.

Note. - The detailed requirements for the Ground Handling application form and
compliance checklist are specified in Appendix 1 of CAGM 6010.

2.3 Requirement for Certification.

2.3.1 No GHSP may be established and operated in Malaysia except in accordance with the
provisions of the TAC issued under this section for each aerodrome at which the GHSP
is operating.

2.3.2 All CAAM regulated entities operating in a certified aerodrome who provide ground
services for their own operations only, hereinafter referred to as "self-handlers", do not
require a TAC issued under this part provided their ground services (Ground Handling
systems, procedures, programs, personnel, manuals, equipment, and facilities) comply
with the Ground Handling technical requirements as specified in the AOC requirements.
If the CAAM determines that the ground services provided

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2.3.3 by the air operator do not provide an acceptable level of safety, CAAM may prohibit the
air operator from providing its own ground handling services.

2.3.4 Organisations providing ground handling services as a subcontracted entity to a ground

handling service provider certificated under this section must comply with MCAR
Regulation 139.

2.4 Certification Procedure

2.4.1 The procedure for the application and granting of a TAC by CAAM will be organised in
phases and will take the following sequence:

Pre-application phase;

Formal application phase;

Document evaluation phase;

Demonstration and inspection phase; and

Certification phase.

2.4.2 Each of these phases is briefly introduced in the CAGM 6010 – Ground Handling.

2.4.3 The certification process will be conducted via TAC Compliance Questionnaires (TAC
CQ) which details can be found in Chapter 3 of CAGM 6010

2.5 Technical and Operational Standards for Ground Handling Services.

2.5.1 Ground handling services must be carried out, as applicable in accordance with the
procedures, standards and training guidelines contained in:

Ground Operations Manual (GOM);

Ground Handling Manual (GHM), including the technical safety requirements and
standards for motorised and non-motorised ground support equipment;

IATA Safety Audit for Ground Operations (ISAGO);

Cargo Handling Manual (CHM), including live animal and perishable goods
regulations;

ICAO Technical Instruction and IATA Dangerous Goods Regulations (DGR) and

ICAO Doc 9977 and 10121.

2.5.2 In conformity with the specifications, procedures, and recommended practices contained
in the Joint Inspection Group (JIG) standards for into-plane fuelling services, airport
depots, and hydrants.

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 Chapter 2 –

2.5.3 In accordance with the procedures, standards, and recommended practices contained in
the Food Act1983, Food Hygiene Regulations 2009, and International Health Regulations
2005.

2.5.4 In conformity with the requirements of the applicable aerodrome operator.

2.5.5 In conformity with their customer’s specific operating procedures and requirements,
where applicable.

2.5.6 In conformity with the TAC holder’s, manuals, policies, and procedures as accepted by
the CAAM.

2.5.7 In cases where the procedures, standards, and recommended practices contained in the
documents referenced in this section contradict any requirements prescribed in this part
or relevant CAAM regulatory and guidance material, this part or CAAM regulatory and
guidance material shall prevail.

2.6 Ownership, Business Office and Operations Base.

2.6.1 Each Self-Handlers and GHSP’s must maintain a principal business office in Malaysia
and an operating base at the aerodrome at which services are provided. The principal
business office may be located outside of the aerodrome if office space is unavailable
with written notification by the aerodrome operator and efficient and effective ground
handling operation is assured by Self-Handlers and GHSP’s.

2.6.2 Each Self-Handlers and GHSP’s must provide written notification to CAAM at least 30
calendar days before a change in the location of its principal business office or its
operations base at the aerodrome.

2.6.3 Each Self-Handlers and GHSP must provide written notification to the CAAM at least 30
calendar days after any change in the ownership structure of its business.

2.7 Subcontracted Activities.

2.7.1 Subcontracted activities include all activities prescribed within the GHSP’s TAC that can
be performed by another certificated organisation under Regulation 139 of MCAR.

2.7.2 When the GHSP outsourced all of its activities, they shall ensure that the appointed
organisation holds a valid TAC with all the categories are within the GHSP TAC.

2.7.3 When the GHSP subcontracts any part of its activity (partial outsourcing) to an
organisation, the subcontracted organisation must work under the responsibility and
quality assurance system of the Self-Handler and/ or GHSP. It is the

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 Chapter 2 –

responsibility of the Self-Handler and licensed GHSP to ensure compliance with the
requirements stipulated in this CAD.

2.7.4 The Self-Handler and GHSP must ensure that when subcontracting any part of its
activity, the subcontracted conforms to these parts and applicable requirements and a
contractual agreement between the two parties shall exist.

2.7.5 The Self-Handler and GHSP must conduct a full audit of the subcontracted organisation
to the satisfaction of CAAM at least once every 12 months.

2.7.6 A subcontracted organisation is not permitted to subcontract any of its services to a third
party or organisation.

2.8 Inspections.

2.8.1 Each Self-Handlers and GHSP’s must allow the CSI to inspect its operation, personnel,
facilities, equipment, manuals, records, and documents at any time to determine the Self-
Handler and GHSP compliance with this section.

2.8.2 Each Self-Handlers and GHSP’s shall at the request of a CAAM Ground Handling
Inspector, allow the GHI and provide the equipment necessary to conduct any
inspections, including unannounced inspections, or conduct tests of Ground Handling
facilities, equipment, or operating procedures at the aerodrome to determine compliance
with the applicable section of this CAD to ensure the safety of the operations.

2.8.3 Each Self-Handlers and GHSP’s must allow GHI access to any part of the Ground
Handling facilities, equipment, or records for the purposes of item 2.8.1 of this section.

2.8.4 Each Self-Handlers and GHSP’s shall allow the GHI to make special inspections to
ensure aviation safety:

As soon as practicable after any accident or incident;

During the period of construction or repair of Ground Handling facilities or

equipment that is critical to the safety of Ground Handling operation and

Of any other Ground Handling conditions that could affect aviation safety.

2.8.5 Subject to item 2.8.1 under this section, the CAAM shall delegate GHI to conduct safety
inspections or authorise approved persons to do so on its behalf.

2.8.6 The CAAM:

Shall give reasonable notice of any tests or inspections to be conducted to the Self-
Handlers and GHSP; and

Shall carry out the tests or inspections within and at a reasonable time.

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 Chapter 2 –

2.8.7 Where unannounced inspections are to be conducted by the GHI, item 2.8.6(a) under
this section does not apply.

2.8.8 The Audit/Inspection finding response format is specified in Appendix 1 of CAGM

6010.

2.8.9 The details guidance for compliance is outlined in the CAGM6010.

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 Chapter 3 –
3 Certifications

3.1 Application for Certification.

3.1.1 Each applicant for a TAC must apply in a manner prescribed by the CEO and include
with the application:

The following manuals for the acceptance of CAAM:

1) The ground operations/handling manual;

2) The training manual;
3) The Safety Management System (SMS) manual, including but not limited to,
the SMS implementation plan, maintenance of up-to-date incident/accident
database, root cause analysis methodology for incidents/accidents, corrective
and preventive action planning, and a safety promotion plan incorporating a
CAD prevention program.
4) The emergency response plan (ERP) and consistent with the aerodrome
emergency plan. The ERP must specify the actions of the GHSP in an
emergency situation including, but not limited to, the emergency cases defined
by CAAM.

The ownership structure and organisational chart of the GHSP with the management
designation.

A compliance report showing that the GHSP meets each applicable requirement of
this section. The Compliance Checklist can be found in Appendix 1 of CAGM 6010.

The names, knowledge, and experience of the key management personnel for the
acceptance of CAAM.

A copy of the tenancy agreement between the GHSP and the aerodrome operator.

A copy of the audited financial statement.

A copy of company ownership or list of shareholders.

A copy of the insurance certificate.

A copy of the latest commissioning report or local authority approval for the GHSP
under category 12.

Pay all fees and charges as required under the Civil Aviation (Fees and Charges)
Regulations 2016 and such other fees and charges as may be determined by the
Minister.

3.1.2 The detailed instructions for the certification process are given in CAGM 6010.

3.1.3 The detailed requirements for the GHSP application form are specified in Appendix 1 of
CAGM 6010.

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 Chapter 3 –
3.2 Issue of Technical Approval Certificate (TAC).

3.2.1 CAAM may issue a TAC if the ground handling operation satisfies the followings:

The applicant meets the requirements of this section;

The issue of the TAC is in the interests of aviation safety, the quality and
comprehensiveness of the GHSP; and

The capabilities and the number of GHSP’s operating at an aerodrome are sufficient
to handle the anticipated yearly volume of passengers and aircraft movements
without raising operational concerns or congestion on the airside or exceeding the
capacity of the aerodrome’s infrastructure.

3.3 Contents of Technical Approval Certificate (TAC).

3.3.1 Each TAC holder must obtain the operations category containing all of the following:

The specific location of the TAC holder’s operations bases and, if different, the
address that will serve as the primary point of contact for correspondence between
CAAM and the TAC holder.

The type(s) of ground service (operation categories) provided as defined in this

CAD.

The aerodrome where the ground services are to be provided.

A listing of any authorised subcontracted activities and the corresponding

subcontracted organisations.

The conditions and limitations under which each ground service is to be

conducted, where applicable.

Any exemption granted from any requirement, where applicable.

Any other item that CAAM determines is necessary.

3.4 TAC Holder’s Duty to Maintain Operations Category.

3.4.1 Each TAC holder must maintain a complete set of its operations category at its
principal business office.

3.4.2 Each certificate holder must insert pertinent excerpts of, or references to, its
operations category into its manuals and must:

Clearly identify each such excerpt as a part of its operations specifications, and

State that compliance with the operations specifications is mandatory.

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 Chapter 3 –

3.4.3 Each TAC holder must keep each of its personnel and other persons used in its
operations informed of the provisions of its operations category that apply to that
person’s duties and responsibilities.

3.5 Validity of TAC and Operations Category.

3.5.1 The validity period of a TAC issued under this section is 1 year unless prescribes a
longer period not exceeding 5 years.
Note – The GHSP shall pay in full as per the validity of TAC when it is issued for
a longer period.

3.5.2 A TAC issued under this section is effective until:

The TAC expires;

The TAC holder surrenders it to CAAM, or

CAAM suspends, revokes, or otherwise terminates the TAC.

3.5.3 The operations categories issued under this section are effective unless:

The TAC issued under this section expires;

The CAAM suspends, revokes, or otherwise terminates the TAC;

The operations category is amended or added; or

The CAAM suspends or revokes the operations category or any part of these.

3.5.4 When the GHSP decided to end its operations, within 30 calendar days after a TAC
holder terminates its operations, the TAC and operations category terms and conditions
must be surrendered by the TAC holder to the CAAM.

3.6 Amending a Certificate or Operations Category.

3.6.1 The CAAM may amend any TAC issued under this section if:

The CAAM determines that aviation safety or/and the public interest require the
amendment or

The TAC holder applies for the amendment and the CAAM determines that the
criteria as of Second Schedule in MAVCOM 2015 have been met.

3.6.2 When the CAAM proposes to issue an order amending, suspending, or revoking all or
part of any TAC.

3.6.3 When the certificate holder applies for an amendment of its certificate, the following
procedure applies:

The certificate holder must file an application to amend its certificate with the CAAM
at least 120 calendar days before the date proposed by the applicant

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 Chapter 3 –

for the amendment to become effective unless the CAAM approves filing within
a shorter period.

The certificate holder must ensure that all relevant approval has been obtained from
MAVCOM prior to submission of any amendment to CAAM.

The type of amendment allowed under this part is listed below.

1) Addition of operation categories

2) Addition of operation aerodrome
3) Removing of operation categories
4) Removing of operation aerodrome
Note – Any other amendment not listed above such as a change of business
address, contact person, or contact details can be done in a shorter period of
time provided all documentation is submitted completely.

The application must be submitted in the form and manner prescribed by the CAAM
as per Appendix 1 of CAGM 6010.

3.7 Renewal of TAC.

3.7.1 A person applying to the CAAM for the renewal of a TAC issued under this section must
apply in a form and manner prescribed by the CAAM as per Appendix 1.

3.7.2 Each applicant must submit the application for renewal to the CAAM not less than 4
calendar months before the certificate expires.

3.7.3 An applicant shall ensure that complete documentation is submitted during the renewal
application. Among others, the following shall be accompanied together with the
application.

Payment in full for fees and charges.

Latest audited financial statement.

List of company director(s).

List of shareholders.

A copy of the ground handling license (GHL).

A copy of existing TAC.

A copy of valid insurance coverage.

3.8 Revoked, Inactive, or Lapsed TAC

3.8.1 There are three (03) main components of the organisation, the hardware {GSE, facility,
equipment, finance), the people (NPH, certified staff, management, and support staff)
and the processes as indicated in the CAAM approved operations manual. When any one
of these three (03) components is affected, the TAC is no

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 Chapter 3 –
longer relevant. The three (03) components are related, balanced, and compatible with
each other. A change in any one of them will result in affecting this balance and
compatibility, and depending on the organisations scope may affect its ability to sustain
the conditions under which the approval is granted. This will result in the CAAM's
intervention which could be subjecting the organisation to a full recertification or even
suspending or revoking the original certificate.

3.8.2 CAAM will not reinstate revoked, inactive, or lapsed TACs, hence it will require to
undergo a full certification cycle.

3.8.3 Any TAC which is inactive or suspended or lapsed for more than 90 days will be
revoked.

3.8.4 Voluntary suspension of a TAC by the GHSP is valid for 90 days and is renewable for
another 90 days (if accepted by the CAAM). After this period, the TAC will be
considered inactive/lapsed.

3.8.5 A TAC application process that is inactive or not progressing for 90 days will be
terminated.
Note – Item 3.8 is only applicable if the GHSP still holds a valid GHL issued by
MAVCOM.

3.9 Display of Certificates & Policies.

3.9.1 Each TAC holder must display the certificate at its operations base in a place that is
visible and normally accessible to the public. A certified true copy of TAC must be
displayed at all operations aerodromes.

3.9.2 The TAC must be made available for inspection upon request by the CAAM.

3.9.3 The Safety, Security, and Quality policy, or a combination of those, must be visible at the
principal business office and at all ground stations of the certificate holder in places
accessible to all staff

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 Chapter 3 –

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Issue 02/Rev 01 CAD 6010 – 3-

 Chapter 4 – Personnel
4 Personnel Requirements

4.1 General

4.1.1 Each Self-Handlers and GHSP’s must appoint an Accountable Manager, who has
corporate authority for ensuring that all services required by customers can be financed
and carried out to the standard required by this part.

4.1.2 Each Self-Handlers and GHSP’s must have a sufficient number of appropriately qualified
staff, who possess adequate knowledge, experience, and competence to ensure that all of
the requirements of this part are met given the ground service provider's scope of
operations and the expected work.

4.1.3 In addition to the key management personnel, Each Self-Handlers and GHSP’s’s must
provide enough qualified personnel, who possess adequate knowledge, experience, and
competence to plan, supervise and perform the ground handling services authorised by
the CAAM.

4.1.4 Any personnel performing any of the ground handling service functions must hold a
valid and appropriate ground handling services personnel work permit.

4.1.5 Each Self-Handlers and GHSP’s must ensure that staff at all levels have been given
appropriate authority to be able to discharge their allocated responsibilities.

4.1.6 Each Self-Handlers and GHSP’s shall establish a flight safety document system for their
operational personnel as part of its safety management system.

4.1.7 The detailed requirements for AM and NPH application forms are specified in Appendix
1 of CAGM 6010.

4.2 Nominated AM

4.2.1 The GHSPs shall appoint AM as approved by the CAAM who has corporate and
financial authority for ensuring that all operations and maintenance activities can be
financed and carried out to the standard required by the CAAM and any additional
requirements defined by the GHSP.

4.2.2 The AM is an essential part of the GHSPs management organisation. The term ‘AM’ is
intended to mean the person irrespective of other functions, is accountable on behalf of
the organization, for the implementation and maintenance of an effective operation of
GHSP.

4.2.3 Chairman/ Managing Director/ Director General/ General Manager, etc. of the GHSP
organization, who by virtue of his position has overall responsibility (including finance)
for managing the organisation.

4.2.4 Delegation of authority - the AM may delegate his authority, especially in the scope of
finance to a senior member(s) of his management team in order to ensure

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 Chapter 4 – Personnel

effective and safe operation. The senior member(s) who hold the delegation is known as
the Delegated AM.

4.3 Nominated Post Holders (NPH).

4.3.1 The operator shall appoint NPH as approved by the CAAM, who is responsible for the
management and supervision of the following areas:

Ground Operations - Director of Ground Operations (DGO)/ Ground Operations

Manager (GOM) or equivalent;

Training Manager or equivalent;

Safety Manager or equivalent; and

Others as required by the CAAM.

4.3.2 The CAAM shall not approve a nomination that does not meet the requirements.

4.3.3 NPH shall have practical experience and expertise in the application of aviation safety
standards and safe operating practices; comprehensive knowledge of CAA 1969, MCAR
2016, and any associated requirements and procedures, operations categories, SMS, or
Management Manuals where applicable. Minimum of five (05) years of management
working experience of which at least two years should be from the aeronautical industry
in an appropriate management position.

4.3.3.1 Ground Operations - Director of Ground Operations (DGO)/ Ground Operations

Manager (GOM) or equivalent shall have practically sufficient knowledge and
experience in the area of its intended operations categories.

4.3.3.2 Training Manager or equivalent - shall hold a Train the trainer certificate and have a
thorough knowledge of the GHSP categories training concept for ground staff where
applicable.

4.3.3.3 Safety Manager or equivalent – shall possess appropriate experience related to the
safety of the GHSP categories and be trained in the area of safety management system
or similar.

4.3.3.4 Others Post Holders - This requirement shall be determined by the CAAM depending
on the size and complexity of the operations. The NPH should have a thorough
knowledge and qualification relevant to their duties and responsibilities.

4.4 Combination of NPH’s responsibilities

4.4.1 The acceptability of a single person holding several posts, possibly in combination with
being the AM as well, will depend upon the nature and scale of the operation. The two
main areas of concern are competency and an individual’s capacity to meet his
responsibilities.

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 Chapter 4 – Personnel
4.4.2 With regard to competency in the different areas of responsibility, there should not be
any differences from the requirements applicable to persons holding only one post.

4.4.3 The capacity of an individual to meet his responsibilities will primarily be dependent
upon the scale of the operation. However, the complexity of the organisation or of the
operation may prevent, or limit, combinations of posts that may be acceptable in other
circumstances.

4.4.4 In most circumstances, the responsibilities of the NPH will rest with a single individual.
However, in the area of ground operations, it may be acceptable for these responsibilities
to be split, provided that the responsibilities of each individual concerned are clearly
defined.

4.4.5 The AM and NPH shall be Malaysian citizens unless local expertise is not available for
the safety of its operation. In cases where foreign expertise is required, approval shall be
granted in accordance with the local employment terms and conditions and approved by
the CAAM.

Note – The Ground Handling Accountable Manager (AM) and Nominated Post
Holder (NPH) Forms are specified in Appendix 1 of CAGM 6010.

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 Chapter 4 – Personnel

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Issue 02/Rev 00 CAD 6010 – 4-

 Chapter 5 – Manual
5 Manual Requirements

5.1 General

5.1.1 The Self-Handlers and GHSP shall arrange for the production of ground handling safety
documents according to criteria that ensure easy access to information required for flight
and ground operations contained in the various operational documents comprising a
system which facilitates management of the distribution and revision of operational
documents.

5.1.2 Each applicant is required to submit the required Manuals as per Regulation 139 of
MCAR 2016. The manual will be subjected to scrutiny and either the whole manual or
any part thereof, as determined by the CEO, shall have to be approved.

5.1.3 All Self-Handlers and GHSP’s need to provide the following manuals:

Ground Handling Manual (GHM) - The GHM is policy driven and focuses on “what
to do”.

Ground Operation Manual (GOM) - The GOM is procedure driven, focusing on

“how to do”.

Ground Training Manual (GTM) – The GTM outlined all the training
requirements according to operation categories.

SMS Manual – The SMS Manual contains the policy on the safety management
system of the organisation.

ERP Manual - is a compulsory content that should be included in the SMS Manual.
ERP Manual can also be in the form of a standalone document.

Other manuals – if deemed necessary by self-handlers or GHSPs or CAAM.

5.1.4 Each Self-Handlers and GHSP’s must develop and maintain a ground handling manual
that:

Is in a form easy to revise and organised in a manner helpful to the preparation,

review, and acceptance processes.

Is in the English language and signed by the certificate holder's accountable manager
(AM);

A yearly revision submitted for approval must be traceable and identifiable in the text.

5.1.5 The manuals, including any revisions, are approved by the CAAM.

5.1.6 The detailed requirements for manuals are specified in Appendix 1 of CAGM 6010.

5.1.7 Each Self-Handlers and GHSP’s must keep its manuals current at all times and must
provide the CAAM with a complete and most current copy of its approved

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 Chapter 5 – Manual

manuals. The detailed requirements for the mandatory manual are specified in Appendix
3 of CAGM 6010.

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 Chapter 6 – Training
6 Training Requirements

6.1 General

6.1.1 Each Self-Handlers and GHSP’s must deliver adequate training to all staff engaged in
the provision of ground services, and at all levels.

6.1.2 Each Self-Handlers and GHSP’s must:

Establish and implement a training program that consists of initial and recurrent
training, for all staff. A training syllabus shall be approved by CAAM.

The training may be provided by the approved training organisation (ATO) or by an

entity acceptable to the CAAM.

Ensure that personnel employed (direct hired or via vendors through manpower
supply arrangement) by the ground handling service provider are adequately trained
as per 6.1.2 (a) to perform assigned duties.

When training is provided internally, adequate training facilities and properly

qualified instructors approved by CAAM for the training required by this section.

Ensure that the training manual and training material is kept current concerning the
latest requirements in the applicable technical and training standards.

Each GHSP must verify before any person is assigned to perform ground handling
service functions, that all required mandatory and functional training has been
completed by the person and that the person has successfully passed an operational
assessment and was believed to be competent to exercise the responsibilities of the
job function(s) authorised.

6.1.3 The List of ground handling mandatory and functional training/courses are specified in
Appendix 3.

6.1.4 When DG training is required, the GHSP shall comply with the IATA DG Training
Requirement Matrix as shown in Appendix 4 of CAGM 6010.
Note. - Details requirements for DG training can be found in the Civil Aviation
Directive – 18 (National Transport of Dangerous Good Programme)

6.2 Training Syllabus Requirement

6.2.1 The following mandatory training programme applies to all personnel performing the
ground handling functions:
a) Safety Management System (SMS) Awareness;
b) Aviation Security (AVSEC) Awareness;
c) Human Factors;
d) Airside Safety;

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 Chapter 6 – Training
e) Emergency Response Plan (ERP).

6.2.2 Each Self-Handlers and GHSPs is also required to establish a functional training syllabus
that conforms to operation categories. Guidelines on recommended functional training
for all operation categories can be found in Appendix 3.

6.3 Competency of Trainer, Instructor, and Associate Trainer

6.3.1 Theoretical and practical skills training shall be conducted by personnel who have
demonstrated the skills to deliver the training effectively, and who have the competence
(knowledge, skill, and experience) in the subjects to be instructed.

6.3.2 Assessments shall be conducted by persons who have appropriate knowledge, skills, and
experience in the functions being assessed.

6.3.3 For training that has an on-the-job training (OJT) component, the Self-Handlers, and GHSPs
should also establish clear criteria in the selection of the OJT mentor, trainer, and assessor.

6.3.4 All Trainers shall get approval or endorsement from CAAM and the trainer assessment shall
be conducted upon request by the GHSPs either through actual class or simulation class.

6.3.5 GHSPs shall maintain an appropriate number of trainers according to the operational
requirements and each approval is valid only for 3 years.

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 Chapter 7 – Ground Support Equipment and
7 Ground Support Equipment and Facilities

7.1 Facilities

7.1.1 Each Self-Handlers and GHSP’s must:

Provide facilities for its personnel to properly perform the ground services for which
it is authorised in its operations category.

Have suitable space and sufficient infrastructure for the staging, storage, and
protection of ground support equipment relevant to its operations and for the build-
up and breakdown of ULDs, where applicable.

The Self-Handlers and GHSP shall have a maintenance program and documented
GSE maintenance control system including records of all maintenance and
inspection.

Segregate and appropriately identify unserviceable ground support equipment from

serviceable equipment.

Have the means and procedures in place for fire protection and prevention on the
airside and for addressing spillage of fluids.

7.1.2 Facilities for personnel must include the following:

Sufficient workspace within the aerodrome vicinity.

Segregated work areas enabling environmentally hazardous or sensitive operations

to be done properly and in a manner that does not adversely affect other activities.

Ventilation, lighting, and control of temperature, humidity, and other climatic

conditions sufficient to ensure personnel performs duties to the standards required.

Ventilated rest areas for operational staff working on shift.

7.1.3 Periodic checks/servicing/inspection shall be performed minimally in accordance with

the schedule recommended by OEM, including necessary servicing and/or replacement
of components.

7.1.4 The Self-Handlers and GHSPs shall have in place a defect reporting process, including
corrective action plans to address GSE faults.

7.1.5 The Self-Handlers and GHSPs shall ensure that maintenance records/documentation are
retained according to the stipulated period by the GHSP.

7.1.6 For all facilities operated by a ground service provider which are not provided by the
aerodrome operator, the Self-Handlers and GHSPs must present evidence of the facility’s
certification or/and approval by the pertinent authority or aerodrome

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 Chapter 7 – Ground Support Equipment and
operator regarding its compliance with the applicable fire safety, health & safety, hygiene
and security requirements.

Issue 02/Rev 00 CAD 6010 – 7

 Chapter 8 – Fatigue
8 Fatigue Management

8.1 General

8.1.1 Each Self-Handlers and GHSP’s and its subcontractors must ensure that the risks due to
fatigue of the ground service personnel are managed to an acceptable level.

8.1.2 Fatigue is a natural physiological reaction to prolonged physical and/or mental stress.
The ground handling operations are at many aerodromes 24-hour operations with shift
patterns that involve unsocial hours.

8.1.3 Fatigue will occur following long periods of work and periods of hard work.

8.1.4 In managing the risks due to fatigue, the Self-Handler and GHSP must consider the
effects of the length and timing of the duty period and rest period.

8.2 Personnel Duty Period Limitations and Rest Requirements.

8.2.1 Fatigue is a significant safety issue when working in a round-the-clock environment,

such as in ground handling activities. The Self-Handler and GHSP shall establish and
implement a fatigue management programme designed to ensure personnel do not carry
out their duties when fatigued

8.2.2 Except as provided in 8.1.2 of this section, each certificate holder or subcontracted
organisation performing ground services for the certificate holder, must comply with the
Malaysia Employment Act 1955.

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 Chapter 8 – Fatigue

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Issue 02/Rev 00 CAD 6010 – 8

 Chapter 9 – Quality
9 Quality Assurance

9.1 Quality Assurance System

9.1.1 Each Self-Handlers and GHSP’s must establish a quality assurance system to ensure
compliance with, and the adequacy of, the procedures required under this part.

9.1.2 The quality assurance system must be described in a quality assurance policy acceptable
to the CAAM, which must include but not limited to:

Procedures to ensure the monitoring and continuing compliance of the Self-

Handlers and GHSP and its subcontracted organisations with this section and to
ensure the adequacy of operating procedures;

A procedure to ensure that quality indicators, including personnel and customer

feedback, are established and monitored to identify existing problems within the
organisation.

A procedure for identifying the root cause(s) and corrective action(s) to ensure
existing problems that have been identified within the organisation are corrected.

A procedure for preventive action(s) to ensure that potential causes of problems that
have been identified within the organisation are remedied.

An internal audit plan for the organisation and all subcontracted entities to ensure
conformity with the procedures in the manual and to achieve the goals set in the
safety policy.

Management review procedures, that should include the use of statistical analysis
where appropriate, to ensure the continuing suitability and effectiveness of the
quality assurance system in satisfying the requirements of this part, and

Manual amendment procedure, including the notification of the CAAM for

acceptance of revisions.

9.1.3 The procedure required under 9.1.2(c) of this section for corrective action(s) must specify
how:

To conduct a root cause analysis for identified problems.

To correct an existing quality problem.

To follow up a corrective action to ensure the action is effective.

To amend any procedure required under this part as a result of corrective action, and

Management will measure the effectiveness of any corrective action taken.

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 Chapter 9 – Quality
9.1.4 The procedure required under 9.1.2(d) of this section for preventive action(s) must
specify how:

To correct a potential quality problem.

To follow up a preventive action to ensure the action is effective.

To amend any procedure required under this part as a result of preventive action,
and

Management will measure the effectiveness of any preventive action taken.

9.1.5 The internal audit program required under 9.1.2(e) of this section must:

Specify the frequency and location of the audits taking into account the nature of the
activity to be audited;

Measure the effectiveness of any preventative or corrective action(s) taken by the

personnel responsible for the activity being audited since the last audit, and

Require preventative or corrective action to be taken by the personnel responsible

for the activity being audited if problems are identified from the audit.

9.1.6 The procedure for management review required under 9.1.2(f) of this section must:

Specify the frequency of management reviews of the quality assurance system,

taking into account the need for the continuing effectiveness of the system and
ensuring that they take place no less than once (1) per calendar year.

Identify the senior person responsible for the management reviews referred to in
9.1.6(a) of this section.

9.1.7 If a quality post-holder is appointed, the Self-Handlers and GHSPs must:

Ensure that the safety policy and the relevant procedures are understood,
implemented, and maintained at all levels of the organisation.

Appoint at each aerodrome the ground service provider operates a person

responsible for audits and inspections meeting the requirements and with a direct
reporting line to the quality post-holder.

Ensure that the audits are performed by trained auditing personnel who are
independent of those having direct responsibility for the activity being audited.

Ensure that the results of the audits are reported to the personnel responsible for the
activity being audited.

Ensure that all corrective and preventative actions are followed up to review the
effectiveness of those actions.

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 Chapter 9 – Quality

Ensure that the results of the management review meetings are evaluated and
recorded, and

Report directly to the Accountable Manager and have direct access to all post-
holders and personnel on matters affecting the quality of ground services provided
under this part.

9.1.8 Ensure that the quality system is audited by CAAM Ground Handling Unit Inspector at
least once every 12 months.

9.1.9 The detailed requirements for Ground Handling compliance are specified in Appendix 1
of CAGM 6010.

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 Chapter 9 – Quality

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Issue 02/Rev 00 CAD 6010 – 9-

 Chapter 10 – Records and
10 Records and Reports

10.1 General

10.1.1 Each Self-Handlers and GHSP’s must establish procedures to create, store, maintain
and dispose of the records prescribed in this section.

10.1.2 The procedures must ensure that:

Personnel records are maintained.

Training records are maintained.

There is a record of each incident notified to the CAAM.

There is a record of each internal quality assurance review of the Self-

Handlers and GHSP’s organisation carried out under the procedures.

All records are legible and of a permanent nature and shall be retained for five
(5) years.

10.1.3 The records under this subpart must be stored in a manner that ensures protection from
damage, alteration, and theft.

10.1.4 The Self-Handlers and GHSPs shall store records for the periods as specified in the table
below:

GROUND PERSONNEL RECORD RETENTION

Ground Training As long as the personnel is exercising the
privileges of the licence for the GHSP.

Dangerous good training Until 12 months after the personnel has left the
employment of the GHSP

Security training Until 12 months after the personnel has left the
employment of the GHSP

Proficiency and qualification checks As long as the personnel is exercising the

privileges of the licence for the GHSP

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 Chapter 10 – Records and
FORMS/ TRIP RECORDS

Completed load manifest 3 months after the completion of the flight for easy
Mass and balance reports excess and 5 years in archives
Dispatch releases
Operational flight plan
Passenger manifests
Weather reports
Fuel and oil records

OTHER RECORDS
Quality and Safety system records 5 years
Ground Operations system records 5 years
Finance system records 7 years
Dangerous Goods transport 6 months after the completion of the flight
document
Dangerous Goods acceptance 6 months after the completion of the flight
checklist

10.2 Training file content and arrangement

10.2.1 The requirement for training file content and arrangement shall be as follows:

Biodata

Employment Letter

Job Specifications

Mandatory courses attended

Training document:

1) Initial /Differences Course

2) Others (related to ground operations staff)
3) Training/Courses Certificates

License or Certificate:

1) Flight Dispatcher,
2) Loadmaster,
3) SMS,
4) Aircraft marshalling and towing,
5) Forklift driving
6) Driving license (e.g. ramp staff)

Individual Yearly Training Program

Note. – Courses are categories such as but not limited to SMS, Human Factor,
Ramp Safety Courses, DGR/DGA, etc.

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 Chapter 11 – Safety Management
11 Safety Management System

11.1 Introduction to SMS

11.1.1 The Safety Management System (SMS) is a framework of policies, processes,

procedures, and techniques for an organisation to monitor and continuously improve its
safety performance by making informed decisions on the management of operational
safety risks. Specifications for an SMS are derived from global standards as stipulated in
ICAO Annex 19.

11.1.2 All Self-Handlers and GHSP’s shall have documented SMS. GHSPs with the operation
category of Fuel and Oil Handling (cat 12), are allowed to adopt a different safety
framework e.g. Health, Safety, Security and Environment (HSSE), which serves the
same purposes as an SMS.

11.1.3 When GHSPs adopt other frameworks, a gap analysis comparing the adopted system and
SMS as stipulated in ICAO Annex 19 shall be provided.

11.2 Components of a Safety Management System

11.2.1 The ICAO Annex 19 SMS framework specifies four components that make up the basic
structure of an SMS.

Component 1 – Safety policy and objectives, which detail the organisational and
administration aspects of the SMS, including the assignment of roles and
responsibilities. The following shall be clearly defined and documented.

1) Management commitment
2) Safety accountabilities and responsibilities
3) Appointment of key safety personnel
4) Coordination of emergency response planning
5) SMS documentation

Component 2 – Safety risk management, which details the method of collecting

safety information (hazard identification), assessing the safety risks, and
determination of any necessary control measures.

1) Hazard identification
2) Safety risk assessment and mitigation

Component 3 – Safety assurance, which details the monitoring of safety

performance, particularly those actions associated with the outcome of safety risk
management, and any actions taken to improve safety performance.

1) Safety performance monitoring and measurement

2) The management of change
3) Continuous improvement of the SMS

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 Chapter 11 – Safety Management

Component 4 – Safety promotion, which details the processes in place to handle and
disseminate safety information and maintain safety competence and awareness in
key personnel.

1) Training and education

2) Safety communication

11.2.2 The Self-Handlers and GHSPs shall demonstrate that all of four components and twelve
elements are documented and implemented accordingly.

11.3 Human Factors

11.3.1 Human factors are a science that pays attention to physical, psychological, and other
human attributes to ensure that tasks are completed safely and efficiently with minimal
risk to personnel and equipment. Most apron accidents and incidents involve to a certain
degree human error or violation of company policies, processes, or procedures. Examples
of human factors for consideration are:

Safety culture;

Human performance limitations;

Environmental considerations;

Procedures, information, tools, and task sign-off practices;

Procedural non-compliance;

Planning for tasks and equipment;

Injury prevention;

Fatigue/alertness management;

Shift and task turnover;

Error prevention strategies.

11.3.2 Self-Handlers and GHSP’s shall incorporate human factors as part of the SMS.

11.4 Safety Culture

11.4.1 Organisational safety culture sets the boundaries for acceptable behaviour in the
workplace by establishing behavioural norms and limits. These cultures provide the
cornerstone for managerial and employee decision-making.

11.4.2 Having a safety culture reflects senior management’s commitment to safety. Senior
management’s attitude towards safety influences the employee’s positive approach to
safety and shared beliefs, practices, and attitudes. The tone for safety culture is set and
driven by the words and actions of senior management during the implementation of a
“Just Culture” process, which ensures fairness and open reporting in dealing with human
error.

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11.4.3 A positive safety culture demonstrates the following attributes:

Senior management visibly demonstrates their commitment to their Safety

Management System;

Those in senior positions consistently foster a climate in which there is

encouragement towards, comments, and feedback from all levels of the organisation
on safety matters;

There is an organisational policy regarding incident reporting (occupational and

aviation safety) that encourages an open reporting culture where staff reports all
safety events. There is a clear statement within the policy regarding management
response to incidents, in particular, whether it operates a just culture policy;

It provides a clear distinction between what is acceptable and what are unacceptable
behaviours, and people are treated accordingly;

There is a requirement to communicate safety information at all levels of the

organisation. A communication infrastructure is developed and implemented;

There are policies and procedures documenting the identification of the hazards and
assessment of risks associated with these hazards that exist and are accessible;

Personnel are trained and understand the safety event reporting policy within their
organisation;

Lessons learned from previous incidents are shared and included in training content
to promote the improvement of the safety programme;

An employee feedback system is established as part of the safety management

system.

11.4.4 All Self-Handlers and GHSP’s shall cultivate a safety culture as part of the SM

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