Service Charter

CUSTOMS&AQIS

At SILA, we are committed to knowing our customers and meeting their Logistics requirements. We aim to provide each customer with a personalised, seamless experience that makes it easier for them to manage their business. Our Charter sets out how we propose to meet these commitments to our customers.

Our service standards:

• Strive to provide you with high quality service focused to your specific needs

• Commit to safe work practices by following and actively practicing relevant authority and client guidelines in regards to load restraint, weight management and other transport matters

• Develop relationships with all stakeholders to produce positive results and outcomes for all involved

• Advise any issues with proposed or actual shipments as soon as we become aware

• Provide our customers with accurate invoicing for all services

• Respond to invoice queries within 24hrs with a view to resolve within 7 days

• Promote cost saving electronic services to the import and export industry

• Listen to your concern and action information accordingly

• Provide easy access to practical and informative information via notices to industry via email link to website and LinkedIn

• Dealings between our companies will be kept private and confidential

• Be professional, helpful, courteous and fair

• Be firm with persons who try and avoid their responsibilities and obligations, and effective in bringing them to account

 

When dealing with us you can expect us to:

• Provide fair, impartial and unbiased service

• Treat your information confidentially

• Ensure our services are accessible by providing several access options

• Listen to your feedback and use it to continually improve our services

• Treat you fairly and reasonably

• Treat you as being honest in your affairs unless you act otherwise

• Help you understand and meet your obligations

• Show you respect

• Assist you quickly and efficiently with your need

 

Your obligations when dealing with us:

• Be cooperative and truthful in your dealings with us

• Take responsibility with your documentation preparation, EFT or ComPay payments

• Understand our standard trading terms and conditions

• Be courteous and respectful of our staff and company policies

• Notify SILA in 7 days of any invoice concerns

• Adhere to agreed credit payment terms

• Provide documents and instructions in an accurate and timely manner

• Provide us with clear requests and correct contact details

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