Customer Relations - Port

Customer Care
(Procedures of unclear abandon

cargo and damage cargo & claim)
Customer Relations
and
damage/loss cargo claim
procedures
Stakeholders
 Government/Management
 Employees
 Shipping Lines
 Forwarding agencies
 Clearing Agencies (Wharf Clerks)
 Government Agencies (Customs, Navy, SLSI etc)
 Importers & Exporters
 Transporters
 Suppliers and service providers
Vision & Mission of SLPA
Vision
"Logistic Excellence in the Silk Route“
Mission
"Delivery of World Class Services in a Sustainable
Environment"
Marine Traffic in World
Marine Traffic in World- East West Route
Vision & Mission of SLPA
Goals
• To maintain effective and efficient Port Services.
• To maintain high levels of Productivity in order to ensure speedy
turnaround of vessels
• To provide a competitive edge to importers & exporters by ensuring a cost
effective, efficient & reliable Service.
• To ensure safety and security of the Port users and Port infrastructure.
• To provide a conducive working environment for all stakeholders.
• To contribute funds to the General Treasury for infrastructure
development in the Health, Education & Transport sectors.
Customer Satisfaction
“The most important asset of any

organization is its customers’’
Organizational Impact on Customer
Satisfaction
People & Learning Internal/Operational

Creating a learning and Developing efficient, safe and
growth environment secure methods of managing our
operations,
Ports
Authority
Customer Financial
Creating a satisfied and Drive sustained long-term
profitable customer stable financial situation
experience
Trade Related Global Indicators
of Sri Lanka
Indicator Rank Rank
Ease of Doing Business 111 (YR 2016)
Global Competitiveness Index 85 (YR 2017)
Logistics Performance Index 89 (YR 2014) N/A (YR 2016)
Corruption Perception Index 95 (YR 2016)
Enabling Trade Index 103 (YR 2016)

Damage/Loss of Cargo Claims
Procedure
Introduction to Claims Section
The claims section is responsible for the response

to the customer complaints regarding cargo
This can mean either damaged cargo or what has
been short landed by SLPA in the sufferance
warehouses.
This is a service under the Logistics Division of SLPA
Claims is one of the key customer relations points
in Division
Claims Section-Main Functions
• WIC 1 PROCESS: Inquiry on Shortage of Cargo
• WIC 2 PROCESS: Inquiry on Damaged of Cargo

WIC 1 PROCESS: Inquiry on Shortage of Cargo
The documents are handed over by the wharf clerk to the claims
section
Claims to fill in the WIC 1 form and send to the relevant sufferance
warehouse
The warehouse to check its physical balance and the records and to
respond accordingly
If any cargo is in the warehouse, the consignee is invited to check it
The consignee checks and either clears the goods or writes to claims
stating that it is not their cargo
SLPA claims to then issue a letter for insurance purposes stating the
same
WIC 1 Form
WIC 1 Minute Sheet
SK Reply
Reply to Customer
Customer Feedback
Examination Report
WIC 1 : Short Landed goods
This occurs when the goods are not landed in the port of Colombo
Starting point of the process is when the wharf clerk hands over the
completed forms
Response to the consignee is sent within 2 weeks
The sufferance warehouse is consulted for the status of the cargo
before replying to the consignee
The consignee is invited to the warehouse to check the cargo which is
under NIL Mark
The following documents also need to be handed over:
– SLPA Delivery Order Copy
– Bill of Lading Copy
WIC 1 : Cargo under Nil Mark
 These cargo have been landed without any marks or numbers

mentioned on them
 Most cases the labeling has been damaged or fallen off in
transit or stevedoring
 These are unable to be recognized by the consignees and the
landing and delivery clerks
 Cargo under Nil mark is the main reason for the occurrence
of WIC 1 claims
WIC 2 PROCESS: Inquiry on Damaged of Cargo
 The documents are handed over by the wharf clerk to the

claims section
 Claims to fill in the WIC 2 form and send to the relevant
sufferance warehouse
 The warehouse to check its records to check if any damages
have been recorded
 SLPA claims to then issue a letter for insurance purposes
stating the same
WIC 2 : Damaged of Cargo
 Cargo has been landed in the warehouses but have been

damaged in the process
 Starting point of the process is when the wharf clerk hands
over the completed forms
 Response to the consignee is sent within 1 week
 The sufferance warehouse is consulted for the status of the
cargo before replying to the consignee
 The following documents also need to be handed over:
– SLPA Delivery Order Copy
– Bill of Lading Copy
WIC 2 : Cargo Packaging
• Usually cargo is packed in the following forms:
 Cartons
 Bales
 Rolls
 Boxes
 Pallet form etc
• The cargo packaging is the main determinant for the damages in transit
• Cargo. Most of time, quality & nature of packaging can be identify by checking
origin of shipments.
 Germany & Europe origin cargo
 Japan
 China, East and Middle Asia
 India
Charges
• Late Application – More than 3 months - US $ 3 + VAT
• Extra Copy of a Reply - US $ 2 + VAT
• Extract of Cargo Disposal Report - US $ 2 + VAT
• Late Extract of Cargo Disposal Report- US $ 5 + VAT

Claim Section Statistics
Claim Section Statistics Analysis
 There is a small rise in WIC 1 in the last year

 Numbers rising by 40 new entries of shortage of Goods
from 2016 to 2017.
 In the case of WIC 2 a steady average rise can be seen in
the past years of 2014 and 2015
 A steady rise by 80 entries, hitting an overall high in WIC 2
with 460 reported claims
Liability of the Ports Authority
45. Limitation of the Ports Authority’s liability for

loss, damage or injury.
The Ports Authority shall not be liable for any loss,

damage or injury caused to any property or person within
the limits of any specified port unless such loss, damage
or injury is caused by the negligence or wrongful or
unlawful act of that Authority or any of its employees or
agents action within the scope of his employment.
46. Goods lodged or deposited to be
at owner’s risk
All goods which are lodged or deposited in any place of

deposit provided by the Ports Authority or carried in a
vessel or vehicle belonging to the Authority or its agents
shall be at the risk of the owners, importer, exporter,
shipper or consignee of such goods and the Ports
Authority shall not be liable for any loss or damage to
any such goods unless caused by the negligence or
wrongful or unlawful act of the Ports Authority or any of
its employees or agents acting within the scope of his
employment.
47. Maximum Liability
Notwithstanding anything in this Act or in any other written law, the

Ports Authority shall not be liable to pay in respect of any loss or
damage referred to in section 46, an amount in excess of five
hundred rupees per package or unit unless the nature and value of
the goods contained therein have, prior to the delivery to the
Authority been declared in writing by the person delivering or
causing the same to be delivered:
However, that the Authority shall not be liable therefore where the
value of any such goods has been mis-stated.
Conclusion
 Claims section is the core element of SLPA customer care

 It is one of the key value creation strategies employed by
SLPA to maximize consumer perceived value (CPV)
 The main point of validation for consignees to apply for
insurance claims
 Developed as a link between the consignee and the
warehouses and internal value chain
 Aim is to optimize the customer engagement
Thank you…!!!

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Customer Relations - Port

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Customer Care

(Procedures of unclear abandon

“The most important asset of any

People & Learning Internal/Operational

Ease of Doing Business 111 (YR 2016)

Global Competitiveness Index 85 (YR 2017)

Logistics Performance Index 89 (YR 2014) N/A (YR 2016)

Corruption Perception Index 95 (YR 2016)

Enabling Trade Index 103 (YR 2016)

The claims section is responsible for the response

• WIC 1 PROCESS: Inquiry on Shortage of Cargo

• WIC 2 PROCESS: Inquiry on Damaged of Cargo

 These cargo have been landed without any marks or numbers

 The documents are handed over by the wharf clerk to the

 Cargo has been landed in the warehouses but have been

• Late Application – More than 3 months - US $ 3 + VAT

• Extra Copy of a Reply - US $ 2 + VAT

• Extract of Cargo Disposal Report - US $ 2 + VAT

• Late Extract of Cargo Disposal Report- US $ 5 + VAT

 There is a small rise in WIC 1 in the last year

45. Limitation of the Ports Authority’s liability for

The Ports Authority shall not be liable for any loss,

All goods which are lodged or deposited in any place of

Notwithstanding anything in this Act or in any other written law, the

 Claims section is the core element of SLPA customer care

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