Quality Objectives Page 1-67 www.atco.com.sa CR 2050002073 CR 1010006938 CR 40330057210 P.O. Box 718 Dammam 31421 KSA P.O. Box 8077 Riyadh 11482 KSA P.O. Box 1298 Jeddah 21431 KSA Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204 Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837 [email protected][email protected][email protected]East & West Express Code of Conduct Build Trust and Credibility The success of our business is dependent on the trust and confidence we earn from our employees, customers and shareholders. We gain credibility by adhering to our commitments, displaying honesty and integrity and reaching company goals solely through honorable conduct. It is easy to say what we must do, but the proof is in our actions. Ultimately, we will be judged on what we do. When considering any action, it is wise to ask: will this build trust and credibility for East & West Express? Will it help create a working environment in which East & West Express can succeed over the long term? Is the commitment I am making one I can follow through with? The only way we will maximize trust and cr edibility is by answering “yes” to those questions and by working every day to build our trust and credibility. Respect for the Individual We all deserve to work in an environment where we are treated with dignity and respect. East & West Express is committed to creating such an environment because it brings out the full potential in each of us, which, in turn, contributes directly to our business success. We cannot afford to let anyone’s talents go to waste. East & West Express is an equal employment/affirmative action employer and is committed to providing a workplace that is free of discrimination of all types from abusive, offensive or harassing behavior. Any employee who feels harassed or discriminated against should report the incident to his or her manager or to human resources. Create a Culture of Open and Honest Communication At East & West Express everyone should feel comfortable to speak his or her mind, particularly with respect to ethics concerns. Managers have a responsibility to create an open and supportive environment where employees feel comfortable raising such questions. We all benefit tremendously when employees exercise their power to prevent mistakes or wrongdoing by asking the right questions at the right times. East & West Express will investigate all reported instances of questionable or unethical behavior. In every instance where improper behavior is found to have occurred, the company will take appropriate action. We will not tolerate retaliation against employees who raise genuine ethics concerns in good faith.
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With a highly competent workforce, state-of-the-art equipment, large trucking fleet, strategically-placed temperature-controlled warehouses and modern computerized offices, East & West Express aims to offer a one-stop transportation and logistics services on a domestic and international basis to its clients for both domestic and international removals.
East & West Express fully accepts its responsibility to minimize the impact that its activities
may have on the quality of the environment. Management and staff have undertaken to
adopt and comply with an environmental policy appropriate for our activities.
The Company has implemented a program which aims to improve environmental quality by
reducing the impact of day-to-day operations.
It is the policy of the Company to:
· re-use/re-cycle packing materials whenever possible - including wooden lift vans and paper-based product
· source materials to be from a sustainable origin · use discarded office paper as 'scrap' · use e-mail for all correspondence (when possible) · develop a system whereby most documents are computer generated · regularly service and maintain all vehicles to manufacturer's specification · schedule and co-load shipments whenever possible
Our Data Protection company policy refers to the company’s commitment to treat information of employees, customers, agents or other interested parties with the utmost care and confidentiality.
With this policy we ensure that our company behaves in a fair and moral manner concerning the gathering, storing and handling of data. This process will be carried out with transparency and respect towards the rights of individuals who entrust it with their information.
Scope
This policy applies to all parties (employees, job candidates, customers, suppliers etc.) who provide any amount of information to the company. The policy will be followed by all employees of the company and its subsidiaries as well as contractors, consultants, partners, branches and any other external entity. Generally, it refers to anyone who is in close collaboration with the company or acts on its behalf and may need occasional access to data.
Policy elements
The company will need to obtain and process information of people that will serve its business purposes. The information may refer to any offline or online information that makes a person identifiable such as names, addresses, usernames and passwords, digital footprints, photographs, social security numbers, financial data etc.
The company commits to collect this information in a transparent way and only with the full cooperation and knowledge of interested parties. Once this information is available to the company, the following rules are mandatory:
The data will be collected fairly and for lawful purposes only The data will be processed by the company within its legal and moral
boundaries The data will not be stored for more than the specified amount of time The data will be accurate and kept up-to-date
The data will not be distributed to any party other than the ones agreed upon by the owner of the data (exempting legitimate requests from law enforcement authorities)
The data will not be transferred to organizations, states or countries that do not have adequate data protection policies
The data will not be communicated informally The data will be protected against any unauthorized or illegal access by
internal or external parties
In addition to ways of handling the data the company has direct obligations towards people to whom the data belongs. Specifically the company must:
Let people know which of their data is collected Inform people about how their data will be processed Inform people about who has access to their information Allow people to request the modification, erasing, reduction or correction of
the data contained in the company’s databases Have provisions in cases of lost, corrupted or compromised data
Actions & Procedures
To exercise data protection the company is committed to:
Develop transparent data collection procedures Establish data protection practices (document shredding, secure locks, data
encryption, frequent backups, access authorization etc.) Build secure networks to protect online data from cyber attacks Include contract clauses or communicate statements on how data will be
handled Inform individuals of the amount of time that their data will be preserved Declare its data protection provisions publicly (e.g. on website) Ensure all concerned parties have read the policy and adhere to it Train employees in online privacy and security measures Restrict and monitor access to sensitive data Establish clear procedures for reporting breach of privacy or data misuse
An Individual/Service User clearly understands why their information is needed, who it will be shared with, the possible consequences of them agreeing or refusing the proposed use of the data
And then gives their consent.
Our company will ensure that data is collected within the boundaries defined in this policy. This applies to data that is collected in person, or by completing a form.
When collecting data, EWE will ensure that the Individual/Service User:
a) Clearly understands why the information is needed
b) Understands what it will be used for and what the consequences are should the Individual/Service User decide not to give consent to processing
c) As far as reasonably possible, grants explicit consent, either written or verbal for data to be processed
d) Is, as far as reasonably practicable, competent enough to give consent and has given so freely without any duress
e) Has received sufficient information on why their data is needed and how it will be used
Disciplinary Consequences
All principles described in this policy must be strictly followed. A breach of data protection guidelines will invoke disciplinary and possibly legal action.
This policy will be updated as necessary to reflect best practice in data management, security and control and to ensure compliance with any changes or amendments made by the management.
Introduction This document defines Control Risks’ policy on the avoidance of bribery and corruption. It has the endorsement of the Group’s Board of Directors and will be regularly reviewed by the Board to ensure that it reflects any changes in applicable laws and developments in acceptable standards for the conduct of business. Our company is committed to maintaining the highest ethical standards and vigorously enforces the integrity of its business practices wherever it operates throughout the world. The company will not engage in bribery or corruption. Adherence to the clear guidelines set out in this policy will ensure that the company and its employees comply with anti-bribery and anti-corruption laws and governmental guidance. The policy reflects the Board’s wish to embed a culture of best practice in anti-bribery and anti-corruption measures, and enforcement of the policy will reduce the risk that the company or any employee will incur any criminal
liability or reputational damage. Control Risks’ staffs are expected to use their judgment not just to avoid malpractice but to promote good practice. Scope This policy applies to all Control Risks’ employees worldwide. 1. Definitions Business integrity Business integrity involves the application of the company’s core
values. The opposite of integrity is dishonest behavior, including corruption that could undermine Control Risks’ reputation for fair dealing.
Bribery Bribery, in broad terms, is the receiving or offering of undue reward or
anything of value and includes payments to secure a business advantage, financial or otherwise, to which the company is not entitled. Anything of value can be a bribe, including a gift in kind or some other favor such as an offer of employment to a relative of the person being bribed. It will involve the giver and the receiver in the improper performance of a personal, company or official responsibility.
Corruption can include graft, bribery, facilitation payments or other forms of improper business practice. It has the same attributes as set out under Bribery above. It can be summarized as the misuse of
entrusted power or office, whether in the public or private sector, for private gain.
Kickbacks Kickbacks arise when suppliers or service providers pay part of their
fees to the individuals who give them the contract or some other business advantage.
Facilitation Facilitation payments are small bribes to officials with a view to
speeding up routine governmental transactions to which the payer is already entitled. Examples include payments to speed up customs clearances and extra fees to officials to secure electricity connections.
2. Policy 2.1 Bribes and kickbacks The company does not take part in acts of corruption, or pay bribes or receive kickbacks either directly or indirectly. The company prohibits its employees from engaging in acts of
corruption, and from paying bribes or kickbacks to, or accepting bribes or kickbacks from, public officials and private individuals such as the personnel of companies with which the company does business. A typical example of indirect bribery would be a case where a
company employs a commercial agent to help it win a government contract. The agent is paid by commission based on a percentage of the contract fee, and part of that commission is passed on to a government official. The company does not tolerate such practices in any form or wherever paid. It is the responsibility of all employees who are involved at any time in engaging the services of external consultants, suppliers or advisers to ensure that such individuals are made aware of the content of the company’s Anti-Bribery and Anti-Corruption policy at the outset of the relationship and on a regular basis thereafter. 2.2 Facilitation payments
The company and its employees will not make facilitation payments even if such payments are local practice or custom. The company accepts that refusal to make illicit payments may lead to commercial delays, for example, in the processing of government papers, and that there may be a commercial cost to the company attributable to this policy. If company employees encounter a demand for a facilitation payment, or think they are likely to do so, they should report the situation to their line manager without delay. Line managers will then ensure that the Regional Director is informed at the earliest possible opportunity. The company recognizes that demands for facilitation payments are often backed by a form of extortion and that in exceptional circumstances resistance may not be feasible. An extreme example would be a demand for payment to secure an emergency admission into hospital. In such circumstances, the company accepts that staff will need to use their best judgment. Staff must report any incident where they feel forced to make a facilitation payment to their line manager at the earliest opportunity. The company will stand by employees who find themselves placed in exceptional situations provided that the employee has provided absolute transparency as to the circumstances.
Bribing or corrupting a public official is a serious offence can carry severe penalties and can cause significant reputational damage. This policy provides detailed guidelines on gifts and hospitality. Approval must be secured in advance in relation to gifts or benefits received from or offered to public officials, particularly the giving of anything of value to a public official. Offers of internships to government officials or employees of state-owned enterprises must be approved in advance by the Global HR Director and the Group General Counsel. 2.4 Gifts, hospitality and expenses
Company employees may not offer to, or accept from, third parties, gifts, hospitality, rewards, benefits or other incentives that could affect either party’s impartiality, influence a business decision or lead to the improper performance of an official duty. Similarly, they may not offer or accept cash donations. Company employees may offer and accept ‘reasonable’ and ‘proportionate’ gifts and entertainment, such as dinner, theatre parties or sporting events. In determining what is ‘reasonable’ and ‘proportionate’, employees should consider the value of the gift or benefit (see below), as well as the frequency with which the same or similar. Gift or benefit is offered. In all cases they must ensure that the gift or benefit: • is being given as an expression of goodwill and not in expectation of a return favor (a gift designed to secure a return favor could be seen as a bribe). • is commensurate with generally accepted standards for hospitality taking into account the norms for the industry/professional sector in which it is offered. • is being provided openly and transparently, and is of a nature that will not cause the company embarrassment if publicly reported. • complies with local laws and regulations, including the recipient’s own rules (bearing in mind that government rules on offering and receiving gifts or benefit are often particularly tight). • meets the value limits set by the company and has all required approvals. In cases of uncertainty, employees must seek advice from their line managers.
2.5 Personal conflicts of interest Company employees must avoid situations or transactions in which their personal interests could conflict or might be seen to be in conflict with the interests of the company. This includes: acting on any client information gained through their employment with the company for personal gain; passing such information to a third party; or acting in any way that could be construed as insider trading. Conflicts of interest can arise if individuals have a personal interest in business dealings involving the company. Personal interest can be direct or indirect, and refers not only to personal interests but to those of family members and friends. If there is a potential for conflict, the interests of the company must take priority. Employees must disclose any personal conflict of interest or perceived conflict to their line manager. For company conflicts of interest see Conflicts of Interest policy. 2.6 Charitable donations
As part of its corporate citizenship activities, the company may support local charities or provide sponsorship, for example, to sporting or cultural events. Any such sponsorship must be transparent and properly documented. The company will only provide donations to organizations that serve a legitimate public purpose, and which are themselves subject to high standards of transparency and accountability. Appropriate due diligence must be conducted on the proposed recipient charity and a full understanding obtained as to its bona fides.
2.7 Political activities
The company has a policy of strict political neutrality; it does not make donations to any political parties, organizations, or individuals engaged in politics. The company will co-operate with governments and other official bodies in the development of policy and legislation that may affect its legitimate business interests, or where it has specialist expertise. Employees are entitled to their own political views and activities, but they may not use company premises or equipment to promote those views or associate their views with those of the company. 2.8 Business relationships
The company expects its business partners to approach issues of bribery and corruption in a manner that is consistent with the principles set out in this policy. This requirement applies to agents, subcontractors and joint venture partners. In cases where the company is unable to ensure these standards, it will reconsider the business relationship.
Agents, representatives and sub-contractors This policy applies with particular force to commercial agents, representatives and subcontractors. In many reported international corruption cases, agents have passed on part of their commissions as bribes. The company prohibits such practices. In order to maintain the highest standards of integrity, employees must ensure that: • They are fully briefed on the background and reputation for integrity of agents, representatives and subcontractors before hiring them. The company will conduct due diligence enquiries to review the integrity records of agents, representatives and subcontractors before entering a commercial relationship with them. • The engagement process is fully documented; and that final approval of the selection of agents, representatives and subcontractors is made by someone other than the person selecting or managing the company’s relationship with them. • Agents, representatives and subcontractors are fully briefed on the company’s Anti-Bribery and Anti- Corruption policy, and have made a formal commitment in writing to abide by it. • Fees and commissions agreed will be appropriate and justifiable remuneration for legitimate services rendered. Once agreements have been signed, the company will continue to monitor its relationships with agents, representatives and subcontractors to ensure that there are no infringements of its Anti-Bribery and Anti-Corruption policy. Contractual agreements will include appropriate wording making it possible to withdraw from the relationship if agents, representatives or subcontractors fail to abide by this policy. Joint venture partners The need for documentation and careful reviews of the company’s partners’ integrity records applies equally to the process of setting up and managing joint ventures. The company will use its influence to ensure that joint ventures meet high integrity standards. Where the company has majority control, it will ensure that the joint venture adopts the concepts and approach to bribery and corruption as set out in this policy.
Suppliers and contractors The company will ensure that the procurement procedure for appointing suppliers and contractors is open, fair and transparent. The selection of contractors will be based on an evaluation of professional merit, and not on personal recommendations. The company will communicate its Anti-Bribery and Anti-Corruption policy to its suppliers and contractors, and it will expect them to abide by the principles set out in the policy when working on the company’s behalf. If those principles are breached, the company will reserve the right to terminate the contract. 3. Accounts and Audits
Control Risks’ policies require employees to keep accurate accounts throughout the company’s operations. In no circumstances will Control Risks’ companies keep parallel accounts. Control Risks’ regular auditing procedures will include a review of the local circumstances that may make particular offices or projects vulnerable to corruption, and the defenses and strategies that are in place to mitigate such risks. In some countries, demands for facilitation payments are a particular hazard. An assessment of the frequency of such demands, and the strategies to counter them, will be a regular part of the audit review. 4. Training
The company will make this policy available on the company’s website for all employees. An e-learning programmed that encompasses the principles and approach to bribery and corruption adopted by the company will be made available to all employees and each employee will be required to confirm that he/she has undertaken the course within six months of its initial introduction or within six months of the employee joining the company. Regular training will be made available to all business units in relation to anti-bribery and anti-corruption measures, and the details of the company’s whistle blowing procedures will be disseminated throughout the company on a regular basis. 5. Non-Compliance Company Failure to ensure compliance with this policy could lead to the following consequences for the company: • Criminal or civil liabilities for the company including unlimited fines and imprisonment; • Serious reputational damage including media comment; • Debarment from tendering for public sector contracts, and • The unenforceability of contracts entered into as a result of acts of bribery, fraud or other illegality.
Employees Failure to ensure compliance with this policy could lead to the following consequences for employees: • Personal criminal liability followed by fines or imprisonment; • Disciplinary action initiated by the company, including dismissal; DATE: __________________________ INDIVIDUAL: __________________________ TITLE: __________________________
1. Please check your consignment before signing the delivery documents. If you notice any damages which are not pre-existed, kindly make your comments on the Packing List and Delivery Receipt.
2. Immediate notification of claim to East & West Express at our fax numbers (+966 3) 834 23 27 or
at our address - P. O. BOX. 718, Dammam 31421, KSA; email: [email protected]
3. The claim should be submitted within 15 days from the delivery date of your shipment on the
enclosed claim format. Please ensure that the claim form is completed in its entirety to speed up the process of claim settlement.
4. If the estimated amount of claim exceeds US$ 500 then the survey will be carried out by LLOYDS
or TOPLIS who are accredited surveyors. Underwriters shall arrange such surveys upon receipt of your claim. Kindly provide clear photographs of damaged goods and other relevant documentary evidence to substantiate the claim.
NOTE a. When the Valued Inventory is used the Insurance Coverage provides for a maximum
reimbursement to you of the lesser of (1) the actual declared value for that item (2) the cost to repair it (3) the cost to replace it.
b. Claim will not be entertained if goods are unpacked by owner on all Door to Door Shipments. Let the delivery agent unpack your shipment enabling you to put exceptions on delivery documents.
c. Claim for missing items to be supported by the proper documents proving the lost. d. Electrical / Mechanical Derangement are not covered under Marine
Trade Terms & Conditions 1. Scope of conditions: these conditions shall govern and apply to all services provided by EWE.
These conditions are binding to the customer, irrespective whether the customer signs this letter of acceptance or not. EWE shall not be bound by any agreement which varies from these conditions, unless such agreement is in writing and signed by an authorized signatory of EWE.
2. Payment: Full and complete payment is requested after packing and weighing and before
forwarding. 3. EWE obligations: EWE Agrees, subject to payment by customer, to arrange the transportation of
the shipment between the locations agreed upon by EWE and the customer. EWE reserves the right to transport the customer’s shipment by any route and procedure and according to its own handling storage and transportation methods.
4. Service restrictions: a) EWE reserves the right to refuse any shipment at its own discretion. b) EWE reserves the right to open and inspect any shipment consigned by a customer to ensure
that it is capable of carriage to the country of destination within the standard customs procedures and handling.
c) Cash notes, Jewelry, Stamp collections, Academic documents must be hand carried. 5. Limitation of liability: EWE will be responsible for the customer’s shipment only while it is within
EWE’s custody and control. EWE liability in any event is limited to SR 5.00 per kg for damage or loss of any item in a consignment packed by EWE, and SR 2.50 per kg per item in any shipment not packed by EWE with a ceiling SR 500 per shipment and no liability for items / consignment not packed at all.
6. Consequential damage excluded: EWE shall not be liable, in any event, for any consequential
or special or incidental damage or other indirect loss however arising, whether or not EWE had knowledge that such damage might be incurred including, but not limited to, loss of income, profits, interest or utility.
7. Liabilities not assumed:
a) EWE shall not be liable for any loss, damage, delay, short delivery, non-delivery not caused by its own negligence, or for any loss, damage, delay, short delivery, or non-delivery caused by:
i. The act, default or omission of the shipper or consignee or any other party who claim an interest in the shipment.
ii. The nature of the shipment or any inherent characteristics or defects. iii. Violation by the shipper or consignee of any term or condition stated herein including, but
not limited to, improper or insufficient packing, securing or misrepresentation of the contents (in case of fully or partially Packed by Owner shipments)
iv. Force majeure, perils of the air, sea or land, public enemies, public authorities, acts of omission of customs or other government officials, riots, strikes or other local disputes, weather conditions, mechanical or other delay or any other cause beyond the control of EWE.
v. Acts of omissions of any forwarder or any other entity to whom a shipment is tendered by EWE for transportation, regardless of whether the shipper requested or had knowledge of such third party delivery required.
vi. Electrical or magnetic injury, erasure, or other such damage to electronic or photographic images or recordings in any form.
vii. Electrical/mechanical derangement and malfunction are not covered under Marine Policy if no damage is apparent.
b) While EWE will endeavor to exercise its best efforts to provide expeditious delivery, EWE will not under any circumstances be liable for delay in pickup, transportation or delivery of any shipment regardless of the causes of such delay.
c) East & West Express operates under the Laws of the Kingdom of Saudi Arabia as a third party Logistics Provider and does not take any responsibility for the acts or actions resulting from the acts of subcontractors or the carriers.
8. Exclusions: rates given are exclusive of any added taxes, duties, levies, airport dues,
demurrages, extensive customs examination fees, THC, forklift charges, documents transfer fees, abnormal access, long carriage, storage charges, heavy lift, piano handling (at origin or destination), split delivery, parking fees, waiting fees, etc at destination.
9. Claims: Any claim against EWE must be submitted in writing within 15 days of the date of
shipment delivery by EWE or its agents. No claim for loss or damage will be entertained until all packing, storage, transportation and any other charges have been paid.
10. Insurance:
a) EWE maintains cargo liability insurance to the full extent of the liability offered to the shipper. b) At the request of the shipper and upon payment, EWE will arrange insurance coverage on
behalf of the shipper as per the following rates: - 2.75% of the declared value of the goods (minimum charge SR 275.00) - Claims are subject to deduction of SR 300.00 as Less Excess Policy.
Unless otherwise agreed by the corporate account, the Company will, where possible,
conduct a pre-move survey of all shipments at a mutually agreed time with the client. The
pre-move survey shall include estimating the weight, volume, packing materials, required
manpower, and time required for packing and any special packing or service arrangements
that may be necessary.
Quotation
Based on the information supplied by the customer and the survey the move is coasted
either using a combination of standard published or agreed tariffs or by obtaining rates
from an overseas agent. A quotation is prepared for the client as per his / her request
which will include:
• price • insurance details • what is / is not included (as applicable) • country and Customs information (as appropriate) • storage (if required) • reference to our terms & conditions for:
• validity • payment terms
The quotation will be sent to the client within 4 working days from the date of the
estimate or enquiry.
Acceptance of Quotation
A schedule for the shipment packing and pick-up will be agreed with the client once he /
she approve the quotation by signing the acceptance; all shipments are then logged in the
Register Book.
Enquiries from Agents
The Company will respond to all rate requests from an overseas agent for import rates
within 3 working days of receipt. It should be noted that any written quotations may be in
a simplified form, normally by fax or e-mail.
Invoicing
All customers are to be invoiced as soon as the job is finalized. Invoices to agents will be
sent by emails once job is finalized and completed
Finally, they make certain that all the debris scattered in or around the home as a result of
their packing service is cleaned up and removed from the premises.
Loading Containers
In liaison with the Office and the Warehouse, the items will be selected for loading into
export containers. All items are inspected to ensure that they are appropriately packed,
packaged, marked / labeled / undamaged (or otherwise noted). Containers are sealed and
appropriate documentation completed.
· Glass pictures, mirrors, table tops etc. must never be stowed face down and should be stored on the top of the stack.
· Heavy items must not be stacked on top of refrigerators or freezers. · Domestic appliances must be stowed upright. · Cartons must be stowed according to the ‘this way up’ label. · Cartons containing a lampshade(s) or other fragile items should always be loaded on
top of the stack. · Any valuable items such as videos, stereos, televisions, computer equipment,
microwaves etc. are placed in the centre of the stack to avoid the risk of pilferage. · Rugs should be rolled (not folded) and generally positioned across the top of the stack. · Items labeled ‘load last’ and items liable to quarantine inspection at destination should
be kept to the front of the stack, by the container doors where possible, for ease of accessibility.
· Where there is insufficient volume to entirely fill a container or vehicle, the stack should be built at an even height throughout or a timber wall should be constructed at the front of the stack to contain a load.
Unloading – Imports
Container numbers and seals are checked and all items unloaded are checked against the
To ensure that all purchased goods and services are to the required specification and that
they are obtained from suppliers and sub-contractors of assessed capability.
Responsibility
As a member of the ATCO Group of Companies, the Company refers its purchase request to the Central Purchasing Department who source suppliers and arrange purchasing
We shall endeavor to ensure that these suppliers are well known and have a good
reputation and, if appropriate, are members of an approved trade association. In addition,
a recommendation from an existing supplier, client or contact would also be acceptable in
order to establish the worthiness and performance of a 3rd party supplier.
Purchasing Information
Purchasing documents will clearly describe the service/s ordered. However, it should be
noted that many purchasing documents are of external origin, in which case, information
will be checked for compliance with requirements. Examples;
· waybill – general instructions to overseas agents for international moves · job sheet – instructions to sub-contractors • bill of lading – (external) from sea freight agent confirming transit details • airway bill – (external) from air freight agent confirming transit details
Payment of Invoices
All invoices will be settled within the time agreed with the supplier.
whether or not EWE had knowledge that such damage might be incurred including,
but not limited to, loss of income, profits, interest or utility.
11. Liabilities not assumed: a) EWE shall not be liable for any loss, damage, delay, short delivery, non-
delivery not caused by its own negligence, or for any loss, damage, delay, short delivery, or non-delivery caused by: viii. The act, default or omission of the shipper or consignee or any other
party who claim an interest in the shipment. ix. The nature of the shipment or any inherent characteristics or
defects. x. Violation by the shipper or consignee of any term or condition stated
herein including, but not limited to, improper or insufficient packing, securing or misrepresentation of the contents (in case of fully or partially Packed by Owner shipments)
xi. Force majeure, perils of the air, sea or land, public enemies, public authorities, acts of omission of customs or other government officials, riots, strikes or other local disputes, weather conditions, mechanical or other delay or any other cause beyond the control of EWE.
xii. Acts of omissions of any forwarder or any other entity to whom a shipment is tendered by EWE for transportation, regardless of whether the shipper requested or had knowledge of such third party delivery required.
xiii. Electrical or magnetic injury, erasure, or other such damage to electronic or photographic images or recordings in any form.
xiv. Electrical/mechanical derangement and malfunction are not covered under Marine Policy if no damage is apparent.
b) While EWE will endeavor to exercise its best efforts to provide expeditious delivery, EWE will not under any circumstances be liable for delay in pickup, transportation or delivery of any shipment regardless of the causes of such delay.
c) East & West Express operates under the Laws of the Kingdom of Saudi Arabia as a third party Logistics Provider and does not take any responsibility for the acts or actions resulting from the acts of subcontractors or the carriers.
Claims Even though throughout the move, the utmost care is taken, loss and damage can happen; in which case, the customer is instructed on the procedure for submitting a claim in the terms & conditions of insurance.
As soon as a claim is reported, an acknowledgement along with the claim form are sent to
the customer within 2 working days which must be completed and returned to us along
with any supporting documentation or evidence of the claim. As the claim form is a part
of our quotation, the client can be directed also to fill in the claim provided with the
quotation. All claims are handled directly with the client, however, should the need arise;
we will act as a liaison between the Insurance Company and the client.
Once the claim form is filled and submitted by the client, the form is acknowledged by
email and that the proper action to file the claim with the insurance company has been
initiated.
All claims are recorded so that the claims ratio can be measured.
Suppliers
We shall continue to monitor our suppliers at all times, to ensure that not only our, but
also our customer requirements are met. Any recurring problems, complaints,
unsatisfactory performance or persistent discrepancies will be identified and appropriate
action taken. This could ultimately result in the supplier not being used in the future.
Overseas agents found to be lacking in their level of service, may not be used again.
Continual Improvement
Claims records, performance reports, complaints etc. will be regularly reviewed by Senior
Management to identify trends in order that appropriate corrective and preventive actions
When a new member of staff is needed, the Company will carry out one or more of the
following:
· advertise the vacancy through a local newspaper or specialist recruitment publication · ask existing members of staff if they are aware of anyone seeking employment · re-organize existing staff – possibly through promotion · follow up on verbal or written applications already received · use an employment agency – preferably one who specializes in the industry
When possible, staff will be chosen for the position required using the following criteria:
Responsibility Experience
(preferable) Other
Sea Exports Officer 5 years. Proficiency in English Language.
Air Exports Officer 5 years. Proficiency in English Language.
Scheduling & Local Move 5 years. Proficiency in English Language.
Air / Sea Imports Officer 5 years. Proficiency in English Language.
Operations Manager 10 years. Proficiency in English & Arabic.