Documentation and Processing of Claims
in cases of Property Damage, Loss or
Shortage
To our Valued Customers:
Consistent with its commitment to provide you with “optimum quality in port services, always”, OPASCOR [through its LCDD-Customer Care and Monitoring Office (CCMO)] has established the following procedures on documentation and processing of claims in cases of property damage, shortage or loss on your part:
Cargo Damage prior to Discharging
Operations
1. Prior to discharging operations, cargoes are inspected by the company’s checkers.
2. When cargoes are found to have sustained damage prior to discharging, an Equipment Interchange Report (EIR) shall be secured by the company’s personnel from the vessel operators.
3. A Container Inspection Report (CIR) shall likewise be prepared by the company through its Operations personnel.
4. Both EIR and CIR shall then be forwarded to the Customer Care & Monitoring Office (CCMO) by Operations.
5. Our CCMO personnel shall then inform the concerned customer on the status of his/her/its
Cargo Damage during Handling
Operations
1. When damage is caused to a cargo during handling operations, the Vessel Operations Supervisor on duty shall ensure the preparation of an Incident Report as well as the appropriate Damage Report (Container Inspection Report [CIR] or Bad Order Cargoes Report [BOCR]).
2. Both reports shall then be forwarded to the Customer Care & Monitoring Office (CCMO).
3. Our CCMO personnel shall then inform the concerned customer on the status of his/her/its
Withdrawal of Cargoes and
Certificate of Shortage,
Damage or Loss
1. During withdrawal of your cargoes, kindly check or inspect your cargo/es properly.
2. In case of cargo shortage, damage or loss, please inform immediately the Supervisor or Delivery Checker on duty and request for the issuance of a Certificate of Non-Delivery or Loss or for a Damage Report (e.g. Bad Order Cargo report [BOCR] for General Cargoes and Container Inspection Report [CIR] or Equipment Interchange Report [EIR] for Containerized Cargoes) before leaving.
3. Further, kindly indicate said claimed shortage, damage or loss in the Withdrawal Receipt covering your cargoes.
4. If you are unable to procure the Certification/Damage Report during withdrawal, you can still ask for the foregoing in writing within thirty (30) days from the delivery of your last package from the company’s Customer Care & Monitoring Office (CCMO).
5. Please take note that should you want to file a formal claim to OPASCOR for said damage or loss, a formal claim should be filed with the same within fifteen (15) days from the date of issuance of said Certificate of non-delivery, damage and/or
6. Should OPASCOR fail to issue the requested Certification within fifteen (15) days from receipt of your written request, said Certification shall be deemed to have been issued, and thereafter, the fifteen (15) day period within which to file the claim commences.
7. Per CPA Administrative Order No. 02-2006, failure on your part to comply with the above conditions precedent shall bar any action for the recovery of loss or damage against OPASCOR.
Requests for Incident or
Damage Reports
1. Requests for a copy of an Incident or Damage Report (CIR, EIR or BOCR) shall be communicated to OPASCOR’s Customer Care & Monitoring Office currently headed by Mr. Franklin R. Supatan.
2. Your request will be initially responded to within two (2) workings days by our Customer Care personnel.
3. Our Customer Care office shall also attend to your request and dispose the same within six (6) days from receipt thereof.
Claims Procedure
Primer on Customer Claims Investigation CCMO
CCMO Contact Information
Should you have any questions or inquiries, feel free to reach our Customer Care & Monitoring Office (CCMO) through the contact details herein below set forth:
Mr. Franklin R. Supatan
CCMO Supervisor
Tel. No. 032-2329479; Mobile No. 09176314750
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