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 Chain of Responsibility.
  • 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 1 business day with a view to resolve within 7 business days
  • Promote cost saving electronic services to the import and export industry
  • Provide easy access to practical and informative information via notices to industry via email link to website and social media
  • 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

 

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 detail

 

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