As in other cadres, the law has established a good procedure for resolving disputes between companies providing services in the maritime transport sector. This procedure applies to all companies that provide services on maritime environment, safety, security, port services, dry port services, shipping agency, clearing and forwarding, cargo consolidation, gross mass verification and miscellaneous port services. Also, the same procedure applies to corporation, customer and third-party dispute relating to shipping Business services provided in Mainland Tanzania under the Tanzania Shipping Agencies (Shipping Business) Regulations, 2020.

Roles of Company Offering Services in Maritime Sector

All companies offering services in maritime sector are duty bound to make sure that they provide safe, reliable and efficient regulated services or goods to consumers. They should not apply false or misleading representation with respect to the price and standard of regulated services.

They are duty bound to ensure they plans and operates system in a manner that provides the consumers with satisfactory standard of services and addresses consumer complaints in accordance with the laws and their internal consumer complaint procedures approved by the Tanzania Port Authority.

Who can lodge a Complaints

A complaint can be lodged by either

i. A person who receives or has received services from a regulated service provider

ii. A person who is affected or likely to be affected by the act, ommission, or decision of a company offering service in maritime transport sector

iii. Company offering service in maritime transport sector.

Time Limit for lodging Complaints

A complaint must be lodged within twelve months after the date on which the matter which is the subject of the complaint occurred or the date on which the matter which is the subject of the complaint came to the notice of the complainant. However, it is a requirement for a person who intend to lodge a complaint to issue a twenty-one days demand notice to a party who is subject of the complaint.

Institution of Complaints

The complaint can be instituted by the Corporation on its own motion or instituted in writing and addressed to the Director General. Among the information to be contained in the complaint are statement explaining the complaint and relief claimed. It must also contain information as to whether the complaint has previously been referred to any other authority for adjudication

The complaint will be forwarded by the Corporation under a cover of registered letter to the service provider complained against, giving the grounds of the complaint. The service provider will be required to respond within fourteen days upon receipt of the complaint.

If you need more information/assistance on COMPLAINTS HANDLING PROCEDURE FOR REGULATED SERVICE PROVIDER IN MARITIME TRANSPORT SECTOR IN TANZANIA, please do not hesitate to contact us.

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