Customer Service Charter
The Port of Broome has entered a new era, having become established as the Broome Port Authority and experiencing unprecedented levels of growth.
We are committed to providing reliable, efficient and commercially viable port services and facilities for our customers. We will strive to satisfy your expectations by providing a value for money service, efficiently and promptly.
- being driven by principles of quality improvement
- continually improve and document our processes and procedures
-
- acting as one team to improve customer service
- establishing effective working relationships with other port service providers to ensure mutual, long term advantages for our customers
This is the port's first Customer Service Charter and we would welcome your comments and suggestions on the port's services to help us serve you even better.
Vic Justice
Chief Executive Officer
Our Customers
Our customers are the cattle export industry, pearling and fishing industries, the bulk fuel industry, coastal shipping and general cargo services, the Royal Australian Navy, the offshore oil and gas industry and cruising and charter boat industries. We deal regularly with shipping lines, shipping agents, stevedores, importers, exporters, Australian Customs and quarantine services and the wider community.
Our Services and Facilities
- Navigation
- Radio communications are maintained during office hours (Broome Volunteer Sea Rescue Group maintains a 24 hour radio watch)
- Provision of navigational aids
- Emergency response and harbour control
- Berth Services
- Safe and secure berths
- Bunkering services
- Fresh water provision
- Facilitation of cargo movement
- Transit shed - some storage available
- Dry bulks storage and handling
- Shipping
- Ship's Agency service
- Berthing allocations
- Pilot service
- Pilot vessel service
- Mooring and unmooring services
- Advice on berthing requirements
- Advice on dangerous goods procedures
- Stevedoring services
- Stevedoring labour and supervisory services
- Crane and forklift hire
- Provision of storage facilities
- Shore based services
- Weighbridge hire
- Lease of land for port related industry purposes
- Safety and Environment
- Emergency response to marine incidents
- Management of the port environment
- Safe port environment Port Development and Management
- Strategic port management
- Port planning and development
- Trade development
- Commercial development
- Property development and management
- Asset management
Our Service Standards
- Treat you with courtesy and consideration.
- Provide accurate information to you at all times.
- Deal quickly and competently with your enquiries.
- Identify ourselves when answering the telephone.
- Wear name badges so you know who we are continuously improve access to our services for people with disabilities.
- Answer your telephone calls quickly or return your calls within one (1) working day.
- Answer your letters within seven (7) working days
- Respond promptly to requests for berths or stevedoring services
- Render invoices within seven (7) working days from receipt of manifests
- Render invoices within seven (7) days from completion of the service where services provided do not require manifests.
- Consult you on proposed changes in policies, operations or rates and charges relevant to you and keep you informed about port development and issues.
Reliability
- We will make every effort to minimise disruption to servicing your vessel. If we need to do so for planned work we will give you at least 24 hours advance warning.
24 Hour availability
- Port services, including labour, are available 24 hours a day seven days a week.
- Bookings are essential and 24 hours notice is required.
To Our Customers
- You can help us to provide reliable and efficient services by:
- Giving us feedback.
- Supplying accurate and timely information on shipping movements.
- Keeping us informed about your organisation and your requirements.
Customer Feedback
- The Port welcomes customer feedback and suggestions for improvement and we will endeavour to obtain feedback through general customer liaison and surveys.
- Your feedback will help us to review and update this Charter as required.
- We will respond to any complaints with a suggested solution within five (5) working days.
- Customer feedback should be directed to the Chief Executive Officer or the Operations Manager .
|
