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BINTULU PORT SDN. BHD. Customer Charter
It is our mission to provide quality port services, and we define quality port services as continuously understanding, accepting, and meeting the needs and expectations of our customers. To this end, we make the following commitments to our customers:-
Availability of Berth
Berth will be available within ten (10) hours of receiving the confirmed request. However we endeavor to reduce the waiting time to eight (8) hours by 2007.
Cargo and Container Handling Productivity
We will handle a minimum of thirty (30) tonnes/gang hour of general cargoes, seventy (70) tonnes/gang hour of timber products and other general cargoes.
We undertake to handle a minimum of twenty (20) moves/crane hour (gross) of containers.
Provision of Marine Services
We will provide on time marine services (pilotage, towage, mooring) subject to receipt of request not less than two (2) hours from the time service is required.
Safe Cargo and Ship-handling Operation
We will handle your cargoes, containers and vessels safely, free from any accident.
Security of Cargo, Containers and Vessels
We will ensure the security of cargoes and containers in our custody and vessels within our port water limit.
Timely and Accurate Billing
We will bill you accurately for the services rendered within ten (10) working days of vessel departure.
Availability of our Customer Services Personnel to Tend to Your Needs
We will station our customer services personnel during office hours at the Customer Services Centre, to provide information on our services, to facilitate requests to meet our relevant officers and to put you in touch with our other partners in business best suited for your needs.
Friendly and Courteous Service
We will provide friendly and courteous service, to be discharged with full integrity.
Advancement in Technology
We endeavour to keep up with technological advancement in order to enhance our efficiency and will provide up-to-date information on our services and corporate news via our homepage at bpsb.com.my.
Suggestions and Complaints
We welcome any suggestions you may have on improving our services.
Complaints will be acknowledged immediately and full response will be made within two (2) weeks.
We will thoroughly and fairly investigate all complaints.
Measurement of Our Actual Performance
We will conduct a survey once a year to measure our actual performance against the targets of this charter and we will continuously strive to provide excellent service.
Hotlines
Customer Services Centre: 086-251001 Chief Executive Officer: 012-8056482 Senior Manager Cargo Handling Services: 012-8057508 Senior Manager Container Terminal: 012-8730770 Senior Manager Health, Safety & Environment: 012-8051527 Senior Manager Marine Services: 012-8056489 Senior Manager Finance & Administration: 012-8787507
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