The Council handles complaint from continually pursued goals that effectively minimize freight, tariff and other related shipping charges as well as play the umpire/advisory role in commercial shipping.
The Council has achieved much in the use of Alternative Dispute Resolution (ADR) mechanism to arbitrate trade disputes and handle complaints and claims between users and providers of shipping services across all transport modes. Many cases have been handled on various issues.
Some of these issues include:
- Short landing and non-delivery of Cargoes
- Time bar and prolonged court cases
- Theft/ pilferages and damage to cargoes
- Excessive and illegal/unsubstantiated charges
- Delays in the clearance of goods at the ports
- Lack of understanding of the processes of foreign arbitration
The Council has been playing mediatory role in many of these cases to ensure recovery, remedy or indemnification as the case may be.
In pursuit of more efficient complaints handling service, the Council in collaboration with other stakeholders has established a complaints handling portal -the Port Service Support Portal (PSSP). The PSSP is a web-enabled complaints management solution conceived by the Council as a regulatory tool to address the lack of transparency in business to business transactions in Nigeria ports.
The portal allows port stakeholders to submit and track the status of complaints and enquiries in an online real-time manner. It also provides for analysis of complaints to generate complaints statistics.
Over time, statistics from the portal would also indicate individual organizations levels of service efficiency and contributions to efficient service delivery in the ports.