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Citizen Charter

Jawaharlal Nehru Port is the numero uno 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 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 by.

Main Services / Transaction

Sr.

No.

Services / Transaction

Weight

%

Responsible Person

(Designation)

Email

Mobile (Phone No.)

Process

Document Required

Fess

Category

Mode

Amount

1

Registration of Shipping Lines / Shipping Agents

/ Rail Operator

4%

Shri. Niteen M. Borwankar

cmt@jnport.gov.in

+91 22 2724 4181, +91 22 2724 4180,

QSP:CT:01

As per QSP:CT:01

 

 


Service Standards

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 berthing application online

24

Hour

Past Record

5

Verify and approve ships certificates/ documents for

berthing/unberthing

4

Average time taken from submission online by agent till verification and

approval of documents

Within 24 Hours

Hour

Past Record

6

Allotment of berth to ship at CT

4

Average time required for allotment of berth to a vessel after receipt of berthing application online after obtaining endorsement of Finance

and Marine, complete in all respect

1

Hrs

Past Record

7

Allotment of berth to ship at BT(LBS)

4

Average time required for allotment of berth to a vessel after receipt of berthing application online after obtaining endorsement of Finance and Marine, complete in all respect

a. CT

1

Day

Past Record



 

 

b. BT(LBS)

 

 

 

Sr.No.

Services

Weight

Success Indicator

Service

Standards

Unit

Data Source

8

Allocation of Pilots for incoming vessels.

2

Average time taken for boarding of pilot at Pilot Station on arrival of

vessel.

Within 2 Minutes

Minutes

Past Record

9

Allocation of Pilots for outgoing/ shifting of vessels.

2

Average time taken for boarding of pilot at respective berths after finalisation of sailing / shifting time of

vessel

Within 2 Minutes

Minutes

Past Record

10

Pilotage, Berthing/ Unberthing of vessels

2

Average time taken by ship from the time it starts inward pilotage/outward pilotage till it is berthed/leaves pilot

station

2.5

Hour

Past Record

11

Providing information to agent reg.

loading / unloading of containers on vessel. (Out BAPLIE)

4

Average time required for issue of Out BAPLIE after sailing of vessel

6

Hour

Past Record

12

Providing information to agent reg. receipt / delivery of containers

to/from the port

4

Frequency for issue of the relevant information

2

Hour

Past Record

13

Providing paved area on lease to shipping agents for handling break

bulk cargo on temporary basis (BT)

3

Average time required for allotment of paved area after receipt of

application

60

Day

Past Record

14

Issue of invoice for services rendered

3

Average time required for issue of invoice for services rendered after

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

Average time taken for refund of EMD, SD to the vendors / contractors

/ consultants after the expiry of

15

Day

Past Record



 

 

agreed period

 

 

 

Sr.No.

Services

Weight

Success Indicator

Service

Standards

Unit

Data Source

17

Issue of EIR at the gate

4

a) Average time taken for issue of EIR for entering / exiting the port premises after submission of the

FORM 13 & reaching the gate

15

Minutes

Past Record

18

Issue of EIR at the gate

3

b) Average time taken for issue of

gate-pass for entering / exiting the port premises for break bulk cargo

30

Minutes

Past Record

19

Delivery of Import containers

3

Within free period

90% ,

72 hrs

% age of

total Import Ctrs.

Past Record

20

Issue / Receipt of payments at

Cash Section

3

Average time taken for issue / receipt

of payments in the Cash Section

1

Hour

Past Record

21

Issue of Hot / Cold work permits to

contractors

2

Average time taken for issue of the

permit after submission of application

1

Day

Past Record

22

Issue of Gate Passes to visitors, port customers (Whether it is allowed under ISPS?)

3

Average time taken for issue of gate passes after submission of application in required format and payment of

fees

0.5

Hour

Past Record

24

Processing of claims pertaining to

damage to Customer property

1

Average time taken to process the

claim after the receipt

100

30(BT)

%

Days

Past Record

25

Payments to users, vendors, contractors & consultants through Cheque / RTGS / NEFT/LC (Other than final bills of contractors)

3

Average Time taken from the date of receipt of bill from the concerned user/ vendor/ contractor/ consultant with all required documents and after

compliance of the observation, if any

30

Day

Past Record

26

Allotment/leasing of shops/ quarter/ open space outside

custom bound area to port

1

Average time taken between requisition received in complete

shape and allotment /leasing is done.

30

Day

Past Record



customers

 

 

 

 

 

Sr.No.

Services

Weight

Success Indicator

Service

Standards

Unit

Data Source

27

Construction and maintenance of Civil structure, roads, jetties etc.

a. Construction work

b. Maintenance work

3

Average time taken between requisition received in complete shape with final approval and

commencement of the work.

a. 90

 

b. 30

Day

Past Record

28

Medical treatment facilities to Employees, Workers, Port Users, State & Central Government

employees and others

3

Average time taken for completion of patient registration formalities at the reception

15

Minutes

Past Record

29

Issue of immobilisation Permission to Ships.

2

Average Time required for issue of permission from the receipt of application.

On the spot during working

hours

1 Hour

Past Record

30

Issue of permission for removal of

sludge oil/slop/garbage from the vessels calling at port.

3

Average time taken from the time of

submission of request by agent of vessel till issue of permission

 

Hour

Past Record

31

Passenger launch to transit the

distance between Mumbai & JNPT

3

Average travelling time taken from

Mumbai to JNPT.

1

Hour

Past Record

32

Issue of permission for handling IMDG Cargo

a) CLASS 1- Explosives

b) CLASS 7 -Radioactive

2

Average time taken for obtaining approval from Competent Authority & Issue of Permission

a) 5 Days

b) 2 days

Days

Past Record

33

To attend to fire calls from external organizations.

2

Average time required for 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/ Pass port / 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 visit is expected from the guests who wish to avail services of port

guest house to avoid inconvenience

9

Compliance with safety instructions in the port area and 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.


Citizens Clients Charter 2016-2017 View