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Frequently Asked Questions

 

Customer Claims

 

What may be the subject of a claim against OPASCOR?

Loss or damage of any merchandise or cargo while under the custody and control of OPASCOR and resulting from its fault or negligence.

 

What are the requirements before filing a Claim?

Pursuant to CPA Administrative Order No. 2-2006, upon knowledge of loss, damage, or destruction of any merchandise or cargo, the authorized representative of the damaged cargo must file a written request to OPASCOR for a Certificate of Loss, Damage of Cargo within thirty (30) days from the date of last delivery of the last package to the consignee.  Failure to comply with this condition precedent shall bar any action for the recovery of loss or damage against OPASCOR.

 

What is the period within which a claim may be filed?

Consistent with CPA Administrative Order No. 2-2006, claimant may file a claim within 15 days from the issuance by OPASCOR of a certificate of non-delivery, damage or loss. Should OPASCOR fail to issue a certification within 15 days from the receipt of written request by the shipper/consignee or his duly authorized representative, or any interested party, the said certification shall be deemed to have been issued, and thereafter, the 15 days within which to file the claim commences.

 

How is a claim filed?

A claim may be filed by submitting a formal claim letter either personally or through electronic mail.  The claim shall be supported with machine copies of the following documents, when applicable:

  

1.Certificate of Loss, Damage or Non-Delivery

2.Bill of Lading

3.Invoice

4.Certified Packing List

5.Pictures of the Damaged Article

6.Repair estimates or computation arrived at covering the loss, injury or damage or proof of the actual cost  of the damage or loss.

 


To whom shall the claim letter be sent to?

The claim-letter may be sent to OPASCOR’s Customer Care Office.  It is this office which is tasked to receive, investigate and process claims received by OPASCOR.

 

Customer Care Office

Tel. No. 032-2329479; email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

 

 

How many days will it take for a claim to be processed?

OPASCOR’s Customer Care Office has 6 working days to investigate the claim. After completion, the investigation result will be forwarded to the Office of OPASCOR’s Chief Legal Officer.  The CLO will then have six (6) working days to review the investigation results and come up with a recommendation. The CLO will immediately send a formal letter to the claimant should the claim is denied. However, if the recommendation is for payment, it will be forwarded to OPASCOR’s Office of the President and General Manager for final approval.

 

What happens after payment of a claim is finally approved?

When payment of a claim received by OPASCOR has been approved,OPASCOR’s Claim-In-Charge (under OPASCOR’s Finance Department) will inform the claimant of the said approval, by phone or by email.

 

What are the usual documents required from claimants during claim payment?

For the release of claim payment, OPASCOR’s Finance Department requires the submission or execution of the following documents:

 

1.Official Receipt or Acknowledgement Receipt

2.Quitclaim

3.If the claimant is a corporation or a partnership: Board Resolution or Secretary’s Certificate showing authority in favor of the person executing the Quitclaim for and in behalf of the claimant

 

Requests for Certificate of Damage, Loss or Non-Delivery

 

Where can a request for a Certificate of Damage, Loss or Non-Delivery be filed?

Written requests for the said certificate may be filed or sent to OPASCOR’s Customer Care Office.

 

How many days will it take for a request to be acted upon?

Your request will be initially responded to within two (2) workings days by our Customer Care personnel. Our Customer Care office shall also attend to your request and dispose the same within six (6) working days from receipt thereof.

 

Customer Complaints

 

In cases of complaints or concerns, where can the same be filed for OPASCOR’s action?

Any concern or complaint may be sent to OPASCOR’s Customer Care office through e-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by phone at Tel. No. (032) 2329479.

 

What is the procedure followed by OPASCOR upon receipt of a customer concern or complaint?

Our Customer Care office will evaluate the complaint and immediately give a feedback thereon to the complainant. It will then coordinate with OPASCOR’s concerned department/office for the investigation/verification of the complaint so that the same is resolved or addressed when warranted. The same office will then inform the customer of the final action undertaken on the complaint/concern sent to OPASCOR.

 

Last Updated on Wednesday, 05 October 2016 09:15