SHIP AGENCY STANDARD OPERATING

PROCEDURE
1. Applicability and scope
The operating instructions contained in this SOP is applicable for all DSC Marine Services S.A
employees. The Port Agency Operations Coordinator has the responsibility for its implementation
under the supervision of the Agency Manager.
The procedures in this SOP is the basic minimum required Procedure for Ships Agency
Operations. Customer specific requirements prevail over DSC Marine Services S.A Ships
Agency standard requirements.

2. Purpose
The manual is to give clear guidance for the company’s Port Services employees to provide
standardized and high-quality Agency Services in both Douala and Limbe ports. It sets a standard
focusing on the most important issues that will make a difference to our Customers.

3. Description
1 Introduction to DSC Marine Services Port Agency Operations Manual

This manual follows the different operational and financial stages in the port call.
A definition for Immediately and Operational KPIs will be determined by DSC Marine Services
S.A and will consider customer requirements, operational capabilities and local regulations.

2 Safety and Quality Commitment

DSC Marine operates Ships Agency services in accordance with defined Safety, Security and Quality
Commitments and our Supplier Code of Conduct.

Safety and Quality Commitment

We are committed to deliver quality Ships Agency services in compliance with our Standards and
procedures by:
 Maintaining high standards of health and safety and by preventing accidents and
dangerous situations.
 Adhering to the procedures set out in ISO requirements.
 Operating in compliance with best practices.
 Operating in compliance with the GDPR regulation.
 Reporting incidents and Improvement suggestions to promote continual improvement.

Clear Competitive Sourcing Proactive Positive Attitude

Responsibility Preplanning

Use local knowledge of Plan in detail every Act proactively and

Communicate the port and contractors aspect of the port call communicate in a
Person to frequently negotiate and keep professional and
responsible for and obtain competitive required parties efficient way.
the port call rates for our customers. well informed.
 3. Ships’ Agency Operations Manual

1.1 Foundation
DSC Marine standards for Ships Agency services are defined in the Port Agency Terms &
Conditions and the DSC Marine Services S.A Supplier Code of Conduct.
Customer specific reporting requirements prevail over the company’s standard reporting
requirements.
The Agency Manager manages the safe and efficient operation and allocates the
required resources to carry out the Ship Agency activities.
The Agency Manager ensures that all activities are risk assessed and that high
standards of health and safety are maintained.
The Agency Manager ensures the Port Agency Operations Coordinator is service-minded
and understands the importance of timely and precise communication.
All unexpected events, large or small, shall be reported immediately b y t h e A g e n c y
O p e r a t i o n s C o o r d i n a t o r and in addition to routine reporting.
The Agency Operations Coordinator is in charge and ensures the deliveries from
suppliers are done as per DSC Marine Services S.A Supplier Code of Conduct.

1.1 Key Performance Indicators

Key Performance Indicators
Category KPI Measurement

Enquiry Response to the customer with requested

Enquiry Response within 3hrs
Response information

Appointment Customer appointment acceptance, Pre- Appointment Acceptance

Acceptance arrival information and berthing prospects within 3hrs

Arrival Report Customer Arrival Report sent Within 3hrs of all fast

Customer Operations Update Report, Minimum twice daily before agreed

Update Report
Husbandry Services Delivered time

Customer Departure Report or Service

Departure Report Within 3hrs from last line off
Delivery Report sent

Revised DA Close Estimate of Port Expenses (RDA) Within 72hrs from Departure

Final DA Final DA 30 days from Departure

Financial Stage

1.1 Operations Coordinator Requirements on information and communication

1. Enquiries:
- All enquiries/estimate must be responded to immediately.

2. Agency Appointment:
- Immediately after the Agency Manager acknowledges and accepts the
nomination, information on port and berth, berthing prospects, Pro-forma
disbursement account (PDA) and other relevant info are to be given via
email by the Agency Operations Coordinator.
- Person in Charge (PIC) and After Office Hours (AOH) details are provided.

3. Pre-arrival:
- Pre-arrival information should contain at a minimum the Port regulation for
arriving vessels, terminal/berth technical specifications, ISPS requirements,
berthing prospects, estimated port stay and emergency contacts.
- Pre-arrival updates shall be submitted daily before 0900hrs unless
otherwise instructed.
- Delays and/or changes to be communicated immediately and the reason why
explained.
- Always evaluate alternative operational options and make constructive
suggestions in order to expedite vessel turnaround.
- Give notice to Shippers, Receivers, Consignees and/or other relevant
parties as per instructions.
- For vessels discharging, confirm that the Original Bills of Lading are
available or a valid LOI is in place.
- Notify immediately the instructed parties on any communication difficulties,
discrepancies or disputes with Shippers or Receivers or other relevant
parties.
- Schedule and book all requested services as per requirements and report
the progress to instructed parties.
- Strictly adhere to all documentation and reporting requirements.

4. During port operations:

Every deviation from the planning is to be immediately communicated.
- Operational updates are sent daily before 0900hrs.
- Carry out all necessary arrival formalities.
- Adhere to Notice of Readiness (NOR) requirements and verify
available information is accurate
- Comply with DSC Marine Services, Port/terminal & customer’ Personal
Protective Equipment (PPE) and Safety requirements
- Agent shall board the vessel on arrival (alongside or offshore), unless
otherwise instructed or where boarding is restricted by regulations or to be
considered as unsafe.
- A list of booked services with status to be kept up to date.
- Confirm status of all requested services to Master on arrival.
- Arrival Report to be sent immediately to parties as instructed.
- Agent to attend vessel daily or as mutually agreed.
- Cargo commencement shall be reported immediately to parties as
instructed, together with estimated completion time and ETD from berth
and port.
- Operational Progress Report, together with ETD shall be sent daily, or as
instructed by the Customer.
- Immediately inform relevant parties in the event of any emergency,
accident or personal injuries. NEVER DELAY communications on such
matters. Call when urgent.
- Never delay communication to the relevant parties on delays or changes
to the planned operations. Explain the reason why for all stoppages and
 delays. Call when urgent.
- Our customers will be informed immediately on relevant changes to the
port expenses
- Cargo completion shall be reported as soon as possible to the parties as
instructed.
- Carry out all necessary departure formalities and inform the Master on the
scheduled departure time.
- Statement of Facts (SOF) shall be updated continuously, and SOF draft has
to be sent to our customers well before ship departure for their final check
and confirmation. Once completed, including a full explanation of all delays
and stoppages, it will be signed by relevant parties.
- For load port calls, all Original Bills of Lading must be verified by a
competent operations staff member and the Operations Director before
releasing.
- For discharge port calls, agent is to confirm availability of all Original Bills of
Lading well before ship arrival, which is then to be presented to the Master
on arrival.

5. Post–departure:
- Departure Report to be sent immediately to parties as instructed.
- SOF and relevant cargo documents to be sent immediately to parties as
instructed.
- Revised DA to be completed and sent to the Operations Director for
confirmation before sending to our customers within agreed timeframe with
less than 3% deviation to Final Disbursement Account (FDA).

6. Disbursement & Funding:

- FDA is submitted to our customers within agreed timeframe
- Pricing and payment schedule, including pre-funding and FDA settlement
terms to be adhered to as per Schedule in the Ships’ Agency Agreement.

7. Claims:
- Communicate any claims to the Agency Manager and Operations Director
immediately.
 Service Task Communication
Appointment  We clarify needs and ensure all  E-mail with appointment
Acknowledgement services can be delivered acknowledgement and pro- forma
 We prepare pro-forma DA DA, within 8 hours of appointment
 We request pre-funding and received
confirm receipt of funds
 E-mail with confirmation of
receipt of funds
Port Call Pre-  We plan and book all port services
 We register vessel with authorities  E-mail with pre-arrival report
Planning  We assist in ISPS reporting
 We inform of arrangements made

Vessel Service  We plan and book vessel related  E-mail with revised estimated DA
services
Pre-Planning  We clarify requests from the master
 We update cost estimates
Cargo Pre-  We discuss cargo or storage space  E-mail with pre-arrival report,
Planning availability with stakeholders stating cargo or storage space
 We check special cargo requirements availability
 We ensure acceptability of  E-mail with cargo operation
loading/discharging plan working arrangements
 We update you on cargo
operation working arrangements
Port Rotation  We communicate with stakeholders  E-mails with updated rotation plans
Planning and prepare a rotation plan
 We follow up and review the
rotation plan 2-3 times a day
during the port stay
Cargo Quantity  We contact shipper and confirm that  E-mail with confirmation that
Checking nominated quantity (stem) is correct nominated quantity is ok
 We advice you of any variances  E-mail advice of any variances
 We follow-up and report any  E-mail with advice of any
changes to nominated quantity changes in quantity
Cargo Release  We chase availability of original  E-mail with information on
Against Bill of B/L from receiver well in received or missing B/L
Lading advance
 If apparent that original B/L will not
be present, we advise you so an
LOI can be arranged
 We present B/L to master on arrival
 We file a copy of the B/L
Arrival  We check status regularly with  E-mail with pre-arrival reports with
Arrangements terminal and cargo interests and status updates at regular intervals
report status updates
 We handle notice of readiness, if
relevant
 If necessary, we ensure authorities
board on arrival
Arrival Clearance  We board vessel on arrival  Arrival report as e-mail within 2
 We ensure swift clearance of vessel
 We record and report arrival events hours of vessel arrival

Clean Hold/Tank  We contact surveyor and make  Phone call, SMS or e-mail with
Survey sure survey is done on time survey results
Coordination  We ensure surveyor is independent
 If multi-berth, we try to arrange for
 survey to take place earlier in the
port rotation
We advice results immediately
Cargo Survey  We arrange a meeting with  E-mail with information of any
Coordination stakeholders to the port call and get exceptions that needed attention
every details planned and actions initiated
 We align operations with master
 We monitor and analyse the
operations and initiate
improvements when possible
Cargo Supervision  We arrange a meeting with  E-mail with information of any
stakeholders to the port call and get exceptions that needed attention
every details planned and actions initiated
 We align operations with master
 We monitor and analyse the
operations and initiate
improvements when possible
Coordination of  We coordinate and monitor the  E-mail with revised estimated DA
Booked Services delivery of services to the vessel
 We update cost estimates
 Additional special services
requested will be charged at
actuals with a separate service fee.
eg: Co-ordination of security
services for Anti- piracy
Bunker Delivery  We coordinate timing with involved  E-mail with details of
Coordination parties and plan bunkering not to arrangements and bookings made
conflict with vessel operation  E-mail with surveyor's report and
test results from bunker sampling
 We confirm bunker stem, grades
and delivery time with master
 We monitor delivery
Cargo Damage  We prepare status report  E-mail or phone call about
Reporting  We take protective measures to safeguard damaged cargo
the cargo  E-mail with status report and
 We assist in appointing surveyor
 We assist in providing documentation to proposed actions
support claims  Letter with supporting
documentation
 We clarify needs and check required  Email with order confirmation
currency and denominations  E-mail with confirmation of
Cash To Master  We arrange with cash and secure receipt of funds
transportation  Email with confirmation of
delivery of cash to master

 We inform you of claims received  Immediate e-mail or phone call

 We clarify your requirements and on (possible) claims
Claims Handling procedures for claims handling  E-mail with surveyor details and
 We assist you in appointing surveyors and cost estimates
collecting documentation to support you  Email with description of
case circumstances and supporting
documents
Crew Change  E-mails with update on
Assistance  We arrange with travel and visa formalities ETA/ETD
 We coordinate on/off signers movements  E-mail with information on
and arrange with transportation, bookings made
immigration and/or accommodation  E-mail with confirmation of
crew change performed
Crew Medical  We contact doctor, dentist or hospital and  E-mail with confirmation of
Assistance book medical services execution of medical assistance
 We arrange with transportation and latest expense estimates
 We ensure, if required, that the Medical
Report is issued by the doctor as per
insurance format
Launch Service  We coordinate with all parties and arrange  E-mail with report of services
Coordination the services as per vessel ETA delivered
 We schedule timing for launch service
and assign launch for job
 We inform master of arrangements
made
Luggage Handling  We arrange with transportation and  E-mail with booking confirmation
handling of luggage and information on arrangements
 We get the list of delivered luggage signed made
off by aircraft carrier or by the passengers
themselves
Meet and Greet  We meet visitor or arriving crew at the airport  E-mail with order confirmation
 We arrange with transportation from the
airport and information on
 We assist in case of problems with arrangements made
immigration, lost luggage, etc.
On/Off Hire  If requested, we arrange with surveyor  E-mail or mail with survey
Survey  We coordinate survey and arrange report and other relevant
Coordination Certificate of Delivery/Redelivery documentation
 We send you copy of survey report and
other relevant documentation
Rejected Cargo  We inform you of cargoes being out  Phone call or e-mail about
Follow-up of specifications (possible) cargo rejection
 We team up, if necessary, with P&I  Phone call or e-mail with
analysis results as soon as
surveyor and assist in providing possible
documentation
 We assist you in finding solutions
Spare Parts  We contact carrier and follow-up on  E-mail with confirmation that we
shipment
Coordination  We arrange with customs clearance, will handle the delivery of the
storage and delivery spares
 E-mail confirming that spares
are delivered
Monitoring of  We monitor and record progress of  E-mails with daily reports
Vessel cargo operation
Operations  We prepare a daily report
 We liaise with master, terminal and
principal to establish ETD
Vessel Boarding  We visit the vessel twice a day (can be  E-mail with information of any
adjusted to master’s requests) exceptions that needed attention
 We follow-up on requests and ensure a and actions initiated
close working relations between the E-mail with list of any services
vessel and the port operations 
booked at master’s request
Tally Supervision  We advise conditions applying to port tallies  E-mail with tally report,
and check requirements recording quantity of cargo
 If required, we employ tally clerk loaded or discharges and any
 We oversee tally
 We forward tally report details on damaged or badly
marked cargo
Draft Survey  We contact surveyor and make sure  E-mail with draft survey report
Coordination survey is done on time
 We ensure surveyor is independent
 If required, we can employ additional
surveyor to protect your interests
 We forward survey report
Bill of Lading  We clarify your needs  E-mail with draft B/L for
Arrangement  We maintain contact with releasing approval
authority and advise progress and any  E-mails with progress updates
problems  E-mail confirming distribution of
 We send B/L and manifest to all parties B/L and manifest
as instructed by you
Departure Arrangements  We book and secure necessary departure  E-mail with departure report within 3
services hours after the vessel has sailed
 We verify all documentation and record  Mail with Statement of Facts and
departure events other relevant documentation
 We oversee clearance of vessel
 We prepare a departure report and Statement of
Facts
Bill of Lading Checking  We revise B/L together with master prior to  E-mail confirming that B/L has been
signing, and scrutinise in particular details on checked
cargo volume, cargo condition and "On board
date"
Statement of Facts  We revise SOF together with master prior to  E-mail with confirmation that SOF has
Checking signing, and scrutinise in particular delays in been revised
cargo handling and reasons for these
 We assist in collecting evidence to support
claims
Operator's Expenses  We review the DA from charterer's agent and  Letter with DA and our comment
Follow- up check that the right charges have been applied
and that no charterer's expenses have been
charged to operator's account
 If requested, we pay charterer's agent
Disbursement Accounts  We update cost estimates  On request, e-mail with revised
 We receive, register and process invoices from estimated DA 48 hours after vessel
suppliers have sailed
 We compile and forward disbursement accounts  Final DA together with supporting
 We settle balances vouchers and invoice