Customer Charter

Jawaharlal Nehru Port is the Numero no seaport of India in terms of container handling and is situated on the western coast of India, well connected by rail and road. Excellent facilities are available for handling containers and other cargos in the 3 container terminals of shallow draught berths and 1 liquid terminal (JNPCT, NSICT, GTICT, SDB, and BPCL). There are 23 container freight stations in the operation, 30 inland container depots that are well connected to the port, a full-fledged custom house that operates 24x7, leading banks, shipping lines /agents, CHAs, trading houses, and other authorities, to function at JN Port. Other infrastructures such as the airport, hotels, and recreation centres are also available in the vicinity.

Vision

To become the premier container port of south Asia with international standards providing efficient and cost-effective integrated logistics solutions.

Mission

The port is committed to meeting the needs and expectations of its customers and the nation.

Main Services / Transaction

Sr.No.	Services / Transaction	Weight %	Responsible Person(Designation)	Email	Mobile (Phone No.)	Process	Document Required	Fees
Sr.No.	Services / Transaction	Weight %	Responsible Person(Designation)	Email	Mobile (Phone No.)	Process	Document Required	Category	Mode	Amount
1	Registration of Shipping Lines / Shipping Agents/ Rail Operator	4%	Shri. Niteen M. Borwankar	cmt[at]jnport[dot]gov[dot]in	+91 22 2724 4181, +91 22 2724 4180,	QSP: CT:01	As per QSP: CT:01

The width and height Properties

Sr.No.	Services	Weight	Success Indicator	Service Standards	Unit	Data Source
1	Registration of Shipping Lines / Shipping Agents/ Rail Operator	4	Average time required for allotment of Registration from the date of receipt of application complete in all respects	15	Day	Past Record
2	Allotment of VIA to container vessels	4	Average time required for allotment of VCN Number after submission of VIA application online	1	Hour	Past Record
3	Allotment of VIA to bulk vessels	4	Average time required for allotment of VCN Number after submission of VIA application online	30	Minutes	Past Record
4	Verify and approve ships certificates/ documents for berthing/Unberthing	4	Average time required for verification and approval of documents after receipt of the berthing application online	24	Hour	Past Record
5	Verify and approve ships certificates/ documents for berthing/Unberthing	4	The average time is taken from submission online by agent till verification and approval of documents	Within 24 Hours	Hour	Past Record
6	Allotment of the berth to ship at CT	4	Average time required for allotment of the berth to a vessel after receipt of berthing application online after obtaining the endorsement of Finance and Marine, complete in all respect	1	Hrs	Past Record
7	Allotment of the berth to ship at BT(LBS)	4	Average time required for allotment of the berth to a vessel after receipt of berthing application online after obtaining the endorsement of Finance and Marine, complete in all respect a. CT b. BT(LBS)	1	Day	Past Record
8	Allocation of Pilots for incoming vessels.	2	The average time is taken for boarding of the pilot at Pilot Station on the arrival of the vessel.	Within 2 Minutes	Minutes	Past Record
9	Allocation of Pilots for outgoing/ shifting of vessels.	2	The average time is taken for boarding of the pilot at respective berths after finalization of sailing/shifting time of the vessel	Within 2 Minutes	Minutes	Past Record
10	Pilotage, Berthing/ Unberthing of vessels	2	The average time is taken by ship from the time it starts inward Pilotage/outward Pilotage till it is berthed/leaves the pilot station	2.5	Hour	Past Record
11	Providing information to agent Reg. loading/unloading of containers on the vessel. (Out BAPLIE)	4	Average time required for issue of Out BAPLIE after sailing of the vessel	6	Hour	Past Record
12	Providing information to agent Reg. receipt/delivery of containers to/from the port	4	The frequency for the issue of the relevant information	2	Hour	Past Record
13	Providing paved area on lease to shipping agents for handling breakbulk cargo temporarily (BT)	3	Average time required for allotment of the paved area after receipt of application	60	Day	Past Record
14	Issue of an invoice for services rendered	3	Average time required for issue of invoice for services rendered after the sailing of the vessel	7	Day	Past Record
15	Response to customer complaints	4	Average time required for response to customer complaints	7	Day	Past Record
16	Refund of EMD, SD received by the port	4	The average time is taken for a refund of EMD, SD to the vendors/contractors/ consultants after the expiry of the agreed period	15	Day	Past Record
17	Issue of EIR at the gate	4	a) The average time is taken for issue of EIR for entering/exiting the port premises after submission of FORM 13 & reaching the gate	15	Minutes	Past Record
18	Issue of EIR at the gate	3	b) The average time is taken for issue of gate-pass for entering/exiting the port premises for breakbulk cargo	30	Minutes	Past Record
19	Delivery of Import containers	3	Within the free period	90%,72 hrs	% Age of total Import Ctrs.	Past Record
20	Issue / Receipt of payments at Cash Section	3	The average time is taken for issue /receipt of payments in the Cash Section	1	Hour	Past Record
21	Issue of Hot / Cold work permits to contractors	2	The average time is taken for issue of the permit after submission of the application	1	Day	Past Record
22	Issue of Gate Passes to visitors, port customers (Whether it is allowed under ISPS?)	3	The average time taken for issue of gate passes after submission of application in the required format and payment of fees	0.5	Hour	Past Record
23	Processing of claims about damage to Customer property	1	The average time is taken to process the claim after the receipt	100 30(BT)	% Days	Past Record
24	Payments to users, vendors, contractors & consultants through Cheque / RTGS / NEFT/LC (Other than final bills of contractors)	3	Average Time is taken from the date of receipt of the bill from the concerned user/ vendor/ contractor/ consultant with all required documents and after compliance of the observation if any	30	Day	Past Record
25	Allotment/leasing of shops/ quarter/ open space outside custom bound area to port customers	1	The average time taken between requisition received incomplete shape and allotment /leasing is done.	30	Day	Past Record
26	Construction and maintenance of Civil structure, roads, jetties, etc.a. Construction work b. Maintenance work	3	The average time is taken between requisition received incomplete shape with final approval and commencement of the work.	a. 90 b. 30	Day	Past Record
27	Medical treatment facilities to Employees, Workers, Port Users, State & Central Government employees, and others	3	The average time is taken for completion of patient registration formalities at the reception.	15	Minutes	Past Record
28	Issue of immobilization Permission to Ships.	2	Average time required for the issue of permission from the receipt of application.	On the spot during working hours	1 Hour	Past Record
29	Issue of permission for removal of sludge oil/slop/garbage from the vessels calling at the port.	3	The average time is taken from the time of submission of a request by an agent of vessel till the issue of permission		Hour	Past Record
30	Passenger launch to transit the distance between Mumbai & JNPT	3	The average travelling time is taken from Mumbai to JNPT.	1	Hour	Past Record
31	Issue of permission for handling IMDG Cargo a) CLASS 1- Explosives b) CLASS 7 -Radioactive	2	The average time is taken for obtaining approval from Competent Authority & Issue of Permission	a) 5 Days b) 2 days	Days	Past Record
32	To attend to fire calls from external organizations.	2	Average time required for a fire tender to leave the port for attending fire calls	Within 1 Minute	Minute	Past Record
		100

Grievance Record Mechanism Website to lodge Grievance:http://pgportal.gov.in/

Sr.No.	Name of the Public Grievance Officer	Helpline Number	Email	Mobile Number
1	Shri. Jaiwant Dhawale	+91 22 2724 4021, +91 22 2724 4020,	cma@jnport.gov.in	9819494014

List of Stakeholders / Clients

Sr.No.	Stakeholders / Clients
1	Shipping Lines / Agents
2	Rail Operators
3	CFS Operators
4	Tank Farm Operators
5	Regulatory Authorities like Customs, DRI, Immigration, Police, etc.
6	Ministry of Shipping

Indicative Expectations from Service Recipients

Sr.No.	Inductive Expectations from Service Recipients
1	Timely payment of prescribed port charges to ensure smooth delivery of services
2	Compliances with Port security requirements, carrying all requisite documents like photo ID proof like Driving License / Voter card/ Passport / PAN Card or their duty notarized copies
3	Compliance of rules and regulations connected with port operations
4	Submission of all the documents prescribed by the port duly complete in all respects
5	Familiarization with the port procedures and contract appropriate officials for obtaining the required services
6	Maximum use of online services like Port Communality System, Web Access, and Port’s website for timely updates
7	Efficient and responsible utilization of port infrastructure
8	Advance information of visit, stay and purpose of the visit is expected from the guests who wish to avail services of the port guest house to avoid inconvenience
9	Compliance with safety instructions in the port area and the use of appropriate PPEs.
10	Avoid any actions that could harm the environment like spillage, leakage, etc. and to take immediate remedial measures in case of any untoward incidents.