Customer Service Charter

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CUSTOMER SERVICE CHARTER

Established under the Ports Act, the Mauritius Ports Authority (MPA), being an ISO 9001 and ISO 14001 certified organisation, has the mandate to maintain customer service excellence. Our Customer Service Charter is geared at adopting best practices for the benefit of our customers, stakeholders and interested parties.

PURPOSE OF CUSTOMER SERVICE CHARTER

The purpose of this Customer Service Charter is for the MPA to build a closer relationship with its customers and to show its commitment to providing services and facilities to the satisfaction of its customers. It does not support to create binding obligations for the MPA towards its customers and stakeholders.

OUR COMMITMENT TO SERVICE

We are committed to provide reliable, efficient and commercially viable port services and facilities to our customers.

We will strive to satisfy and exceed the expectations of our customers by providing value for money services, efficiently and promptly.

We endeavour to:

  • be driven by principles of quality improvement; and
  • continually improve and document our processes and procedures.

We will do this by:

  • acting as one team to improve customer service; and
  • establishing effective working relationships with other port service providers to ensure mutual, long term advantages for our customers.

OUR CUSTOMERS

Our customers are shipping lines, shipping agents, terminal operators, importers, exporters, transport and freight industries, lessees and tenants, private jetty and other facilities operators, oil companies, government agencies and the community.

Port Users’ Council

A Port Users’ Council has been appointed under the Ports Act 1998 Section 10, amongst others, to:

  • provide a regular platform of communication between the port authorities and related agencies on the one hand, and all port users on the other; and
  • discuss matters affecting the interests of port stakeholders in general, level and adequacy of port services and port performance.

Marine operations and shipping information

Matters pertaining to marine operations should be directed to:

The Port Master

Mauritius Ports Authority

H. Ramnarain Building

Mer Rouge

Port Louis

Republic of Mauritius

Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Sunday (24/7)

 

Hazardous Cargo

Information on hazardous cargo should be directed to:

The Port Master

Mauritius Ports Authority

H. Ramnarain Building

Mer Rouge

Port Louis

Republic of Mauritius

Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Sunday (24/7)

 

Port Trade Statistics

Information on port trade statistics should be directed to:

 The Ag Director, Port Operations

 Mauritius Ports Authority

 H. Ramnarain Building

 Mer Rouge

 Port Louis

 Republic of Mauritius

 Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Friday (working hours)

 

OUR SERVICES AND FACILITIES

Navigation and Berth Services:

  • Pilotage services and control of shipping movements
  • Harbour Radio Communication Centre
  • Provision of navigation aids
  • Emergency response and harbour control
  • Mooring services
  • Tug services
  • Safe and secure berths
  • Berthing Allocations & Berth Planning
  • Common – user, Multipurpose Terminals
  • Aurelie Perrine Passenger Terminal
  • Facilitation of cargo movements

Safety and Environment:

  • Information on dangerous goods procedures
  • Ensure safe transfer of bulk liquid and dangerous goods
  • Emergency response to marine incidents
  • Collection and disposal of domestic waste from ships
  • Management of bunkering operations
  • Provide Port Reception facilities for ship wastes, used oil & sewage
  • Cleaning of Harbour Waters

Port Development and Management:

  • Port Infrastructure Planning and Development
  • Property development
  • Infrastructure improvement / capital maintenance
  • Monitoring of Port development projects
  • Clearances for heavy lifts / out of size cargo

24 Hour Availability

We will provide the following services on a 24-hour basis:

  • Monitoring of shipping movements
  • Security and control of access pass in the port area
  • Emergency services
  • Shipping information
  • Tugs and pilotage services

Customer Feedback:

  • We will obtain customer feedback on our services through surveys, focus groups and general customer liaison.
  • We welcome any feedback and suggestions for improvement.

Effective communication:

  • Queries will be acknowledged within three (3) working days and appropriate actions will be initiated accordingly.
  • Telephone calls will be answered quickly or returned within one (1) working day
  • You will be informed about proposed changes in our policies, operations or rates and charges relevant to you.
  • You will be informed about port development projects and other relevant issues during meetings of the Port Users’ Council or such meetings as may be required.

Customer Service

We endeavour to:

  •   provide accurate information to you at all times
  •   treat you with courtesy and consideration
  •   deal competently with your enquiries
  •   respond to your phone calls quickly

 

Suggestions and Complaints

Customer feedback is always welcomed.  Suggestions and complaints on the MPA’s services should be directed to:

The Manager, Administrative Services

Mauritius Ports Authority

H. Ramnarain Building 

Mer Rouge 

Port Louis 

Republic of Mauritius

Telephone: (230) 206 5400

Fax: (230) 240 0856

Monday – Friday

Alternatively, please click on the following link to register any customer complaints.

http://www.mauport.com/contact-us-form

We will attend to your complaints (if any) with a reply/ suggested solution within five (5) working days.                                                       

 

All queries by shipping companies for port charges should be addressed to:

The Director General,

Mauritius Ports Authority

H. Ramnarain Building 

Mer Rouge 

Port Louis 

Republic of Mauritius

Telephone: (230) 206 5400

Fax: (230) 240 0856

Monday – Friday

The Director-General shall, where necessary, direct any queries to the appropriate departments/sections for necessary action.

 

OUR SERVICE STANDARDS WILL BE GEARED TOWARDS

Quality:

Regulate and control:

  • the entry of vessels in ports, their stay, movements or operations in, and departure from ports, the loading, unloading and storage of cargo and containers and the landing and embarkation of passengers in accordance with quality standards; and
  • Pollution and protection of the environment within ports, and the enhancement of safety and security in line with MARPOL 73/78 and SOLAS 1974 Conventions.

Service:

  • Respond promptly to the latest notification of a requested shipping movement.
  • Processing of applications for leases, right of ways, amendment and renewal of leases to be initiated within 5 days from the date of receipt of such applications.
  • Clients to be billed within 15 days for vessel fees following departure of vessel.
  • Respond to requests for general port information such as trade statistics and publications within five (5) working days.

Reliability:

  • To provide prompt pilotage and tug services to all vessels entering and leaving the port, on a round the clock basis.
  • To ensure that any vessel entering the port is berthed within 90 minutes with the exception of large vessels.
  • A Fixed Berthing Window Scheme has been implemented since 2007 at the Mauritius Container Terminal to allocate fixed slots to shipping lines and thus avoiding berthing delays.
  • Timely renewal of leases and port licences.

 

TO OUR CUSTOMERS

You can help us to provide reliable and efficient services by:

  • Giving feedback
  • Supplying accurate information on shipping movements on a timely basis
  • Using faxes/emails where possible
  • Keeping us informed about your organisation’s needs and requirements