Service Charter

A provider of shipping agency service

Quay Shipping Australia Pty Ltd provides International principals with container liner and dry bulk/breakbulk agency services in Australia. As the principal’s agent we provide (but not limited to) all vessel port and container operation’s, sales & marketing, documentation to the Australian import and export industry.

Our service standards

To provide our clients with high and efficient standard of service, we will:

  • Provide export booking acknowledgement within 2 business hours of receipt
  • Advise any issues to empty export container release availability as soon as we become aware
  • Send copy of import invoice with the arrival notice
  • Send arrival notifications by the Friday before vessels eta into its first port
  • Have EIDO ready for despatch 2 business days prior to vessels arrival into port
  • Provide accurate bill of ladings ready for release within 2 business days of receiving the SLI
  • Respond to emails within 1 business day of receipt
  • Provide our customers with accurate invoicing
  • Provide easy access to practical & informative information via notices to industry and our website
  • Keep dealings between our companies private and confidential
  • Be professional, helpful, courteous and fair
  • Help you understand your obligations/responsibilities by giving you information accordingly
  • Be firm with persons who try and avoid their responsibilities and obligations, and effective in bringing them to account.

When dealing with us you can expect us to:

  • Treat you fairly and reasonably
  • Treat you as being honest in your affairs unless you act otherwise
  • Respect your privacy
  • Help you understand and meet your obligations
  • Show you respect
  • Assist you quickly and efficiently with your need

Your obligations when dealing with us:

  • Be cooperative and truthful in your dealings with us
  • Keep accurate records especially in regards to container late returns and damage
  • Take responsibility with your documentation preparation, EFT or ComPay payments
  • Understand our standard trading terms and conditions
  • Be courteous and respectful of our staff and company policies
  • Notify Quay in 7 days of any invoice concerns
  • Adhere to agreed credit payment terms
  • Provide documents and instructions in an accurate and timely manner
  • Provide us with clear requests and correct contact detail