Introduction/Purpose

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 other interested parties.

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 their satisfaction. We will strive to cultivate operational excellence, drive innovation and enhance digitalisation to meet the evolving needs of our customers.  The Customer Service Charter, however, does not support to create binding obligations for the MPA towards its customers and stakeholders.

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

All endeavour is made to provide an excellent customer service by creating a seamless and integrated experience for our customers, characterised by a culture of Service Excellence, Passion and Innovation.

We remain:

  • driven by principles of quality improvement; and
  • continual improvement and documentation of our processes and procedures.

The above objective will be met by:

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

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

A Port Users’ Council has been appointed under Section 10 of the Ports Act 1998, 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.
  • address issues impacting port stakeholders, such as port services, port performance, port development projects, and other pertinent matters. This collaborative approach ensures that port services are optimized and efficient, benefiting all entities involved in the trading process.

  • 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
  • Mauritius Container Terminal
  • Multipurpose Terminals
  • Cruise Jetty
  • Cruise Passenger Terminal
  • Aurelie Perrine Passenger Terminal
  • Facilitation of cargo movements

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

Digitalisation: Use of a digitalised system, namely the Vessel Clearance System (CVS) to optimise the electronic exchange of information for ships clearance.

Green Port Initiative: Implement eco-friendly practices to lower the port’s carbon footprint and manage environmental safety in line with international conventions.

Security: Maintain strict adherence to the ISPS Code to ensure the safety of all personnel, cargo and infrastructure.

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

  • 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.

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

All endeavour is made to provide an excellent customer service by creating a seamless and integrated experience for our customers, characterised by a culture of Service Excellence, Passion and Innovation.

We remain:

  • driven by principles of quality improvement; and
  • continual improvement and documentation of our processes and procedures.

The above objective will be met by:

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

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

A Port Users’ Council has been appointed under Section 10 of the Ports Act 1998, 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.
  • address issues impacting port stakeholders, such as port services, port performance, port development projects, and other pertinent matters. This collaborative approach ensures that port services are optimized and efficient, benefiting all entities involved in the trading process.

  • 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
  • Mauritius Container Terminal
  • Multipurpose Terminals
  • Cruise Jetty
  • Cruise Passenger Terminal
  • Aurelie Perrine Passenger Terminal
  • Facilitation of cargo movements

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

Digitalisation: Use of a digitalised system, namely the Vessel Clearance System (CVS) to optimise the electronic exchange of information for ships clearance.

Green Port Initiative: Implement eco-friendly practices to lower the port’s carbon footprint and manage environmental safety in line with international conventions.

Security: Maintain strict adherence to the ISPS Code to ensure the safety of all personnel, cargo and infrastructure.

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

  • 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 clear and accurate information to you at all times
  •   treat you with courtesy and consideration
  •   engage with you to understand your needs and expectations       
  •   deal competently with your enquiries
  •   respond to your phone calls quickly

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.

Our Service standards will be geared towards

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.
  • Respond promptly to the latest notification of a requested shipping movement.
  • Timely processing of applications for new leases, grant of wayleaves, amendment and renewal of existing leases/wayleaves.
  • Clients to be billed within 7 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.
  • 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.

WHAT WE EXPECT FROM OUR CUSTOMERS

  • We expect our customers to communicate their requests, concerns and feedback clearly and to provide all relevant information to expedite the response.
  • To behave with our team in a respectful and courteous manner in all the interactions
  • To provide timely and constructive feedback helping us to improve our services.
  • To share with us any development which is impacting their business and needs our attention.

HANDLING OF CUSTOMER COMPLAINTS

  • Customers will be able to log their complaints through the MPA Website, in writing (email/letter), telephone and in person.
  • All customer complaints are recorded as and when they are received.
  • Receipt of any complaint at the MPA, should be acknowledged within two working days by the process owner.
  • Complaints are handled at the earliest following the first point contact.  Any customer complaint should be handled within fifteen days of its receipt by the process owner. If it is not so, then justification should be provided.
  • If the customer is not satisfied with the corrective action taken to address the complaint, he will have the option to make an appeal which need to be directed to the Corporate Auditor.

Suggestions and Complaints

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

The Manager, Quality
Mauritius Ports Authority
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

QUERIES

Please find below the following Heads of Department which may be contacted in case you require information on these specific these areas:

Marine operations and shipping information

Matters pertaining to marine operations should be directed to the:

Port Master

Mauritius Ports Authority

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

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:

 Director, Port Operations

 Mauritius Ports Authority

Ramnarain Building

 Mer Rouge

 Port Louis

 Republic of Mauritius

 Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Friday (working hours)

Financial Matters

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

The Director General,

Mauritius Ports Authority

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.

Appeal on Customers’ Complaints

If the customer is not satisfied with regard to the action taken to address the complaint, then he can consider to make an appeal which should be addressed to the: 

 Corporate Auditor

 Mauritius Ports Authority

Ramnarain Building

 Mer Rouge

 Port Louis

 Republic of Mauritius

 Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Friday (working hours)

QUERIES

Please find below the following Heads of Department which may be contacted in case you require information on these specific these areas:

Marine operations and shipping information

Matters pertaining to marine operations should be directed to the:

Port Master

Mauritius Ports Authority

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

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:

 Director, Port Operations

 Mauritius Ports Authority

Ramnarain Building

 Mer Rouge

 Port Louis

 Republic of Mauritius

 Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Friday (working hours)

Financial Matters

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

The Director General,

Mauritius Ports Authority

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.

Appeal on Customers’ Complaints

If the customer is not satisfied with regard to the action taken to address the complaint, then he can consider to make an appeal which should be addressed to the: 

 Corporate Auditor

 Mauritius Ports Authority

Ramnarain Building

 Mer Rouge

 Port Louis

 Republic of Mauritius

 Telephone: + (230) 206 5400

Fax: (230) 240 0856

Monday – Friday (working hours)