FAQ

Commercials

A: Operations

24 hours Monday – Sunday on the following shifts:

  • Day shift: 7:00- 18:00
  • Night shift 18:00-6:00.
  • Administration Monday to Friday: 8:00-17:00

Saturday – Sunday: Closed

Billing & Customer Service Monday to Friday: 8:00-17:00 Saturday: 8:00-12:00 Sunday: Closed
  •  Import Containers

DP World start counting storage from the date and time container is discharged from vessel and placed in the DP World container yard. As per Angolan legislation all import containers benefit from a free storage period of 5 days. After the free storage period ends, storage charges will be applicable on all days including weekends and public holidays.

  • Export Containers

DP World will start counting storage from the date container is delivered and gate in. Export containers benefit from a free storage period of 15 days at the terminal

Visit http://flow.cargoes.com/ for our container tracking solution CARGOES Flow. After registering you will be able to track all containers on-route as well as confirm Empty return. If you need a demonstration, please contact [email protected] or call customer service 923165270.  

A: DP World does not lease or sell containers.

Import FULL:

1. In order to request  proforma invoice customer must send e-mail to following address [email protected], with the following attachments:

a. Bill of Lading

b. Customs Clearance Note

c. Ss

2. After obtaining request terminal billing team will review documentation before generating proforma invoice and sending same back to customer via e-mail.

3. Customer will receive proforma via e-mail and proceed to liquidate the outstanding invoice to proceed with the clearing process.

4. After settling the payment customer shall send e-mail to  following address:[email protected] attaching following documentation:

a. Bill of Lading

b. Delivery Order (Valid date)

c. Proforma invoice

d. Proof of Payment DP World Luanda

e. Receipt Port of Luanda Payment (EP14)

5. DP World Luanda will verify attached documentation, if everything is correct the finance department will proceed in issuing the final invoice.

R: 1. O primeiro procedimento que o cliente precisa:

a. Os exportadores precisam solicitar contêineres vazios por meio da companhia marítima.

b. e a companhia marítima emite uma autorização para retirada do contêiner

c. O exportador obterá uma autorização da AGT.

d. O exportador deve apresentar autorização da AGT para retirada do contêiner vazio. As seguintes informações devem ser incluídas na linha de reserva:

• Nome do exportador, nome do contêiner, tipo de contêiner, nome do navio, data de embarque

2. Para prosseguir com a exportação, a seguinte documentação deverá estar presente na DP World: a. A reserva emitida pela companhia marítima; b. A autorização de saída emitida pela AGT.

3. O exportador deve seguir os seguintes passos antes de proceder com a devolução do contentor cheio no porto: a. AGT: pagamento do licenciamento da nota de exportação b. Porto de Luanda: pagamento de Ep13 c. DP World: pagamento do saldo de E17+

4. O contêiner a ser carregado no terminal DP World deverá entrar na instalação portuária entre 5 e 10 dias antes da data programada para atracação do navio.

5. Para solicitar a factura do terminal o cliente deverá enviar e-mail para o seguinte endereço [email protected], com os seguintes anexos:

a. Nota alfandegária AGT

b. BL

c. A equipa de faturação verificará se o BL e a nota de desalfandegamento estão corretos e correspondem; em seguida, introduzirá os dados do contentor no Zodiac para verificação cruzada

d. Se tudo estiver correto, a fatura pró-forma é emitida e enviada ao cliente para o mesmo e-mail solicitado.

e. O cliente receberá a fatura pró-forma e executará o pagamento.

6. Após a liquidação do pagamento o cliente deverá enviar um e-mail para o seguinte endereço: [email protected] anexando a seguinte documentação:

a. Comprovante de pagamento.

b. Fatura pró-forma.

c. Nota de Desembaraço Aduaneiro AGT.

d. Nota de entrega da linha de embarque. e. A equipe de cobrança verificará se toda a documentação enviada pelo cliente está completa.

f. Após a conclusão da verificação cruzada, a equipe de cobrança insere os detalhes do comprovante de pagamento e prossegue com a emissão da fatura final.

7. A equipe de cobrança compartilha a fatura final com o exportador; o e-mail é enviado para o mesmo e-mail de onde a documentação foi enviada.

8. Após receber a fatura final, o exportador segue para o Terminal para iniciar o processo de Exportação; o processo inclui pesagem do VGM do contêiner e alocação no pátio.

9. Nota: A visita voluntária ao terminal de acesso de camiões ao terminal da DP World Luanda, a utilização das infraestruturas e serviços do terminal da DP World Luanda ou qualquer visita voluntária de camiões que necessitem de ceder a área de jurisdição portuária será cobrada uma taxa de 150$ por camião. Esta taxa é aplicável apenas a camiões que: i. Transportem contentores ou mercadorias cujo destino se realize em local diferente do terminal da DP World Luanda. ii. Transportem contentores ou mercadorias que utilizem a nossa balança para emissão do VGM, cujo embarque se realize em terminal diferente do terminal World.

Complaints can be sent to the commercial department via email at [email protected],or delivered in person. To request a refund, the following documentation is attached to the process:

  • Formal letter describing a query signed by the client;
  • Proforma Invoice/Final Invoice;
  • Payment receipt;
  • Commercial license;
  • Banking Coordinates in a document received from your bank with the corresponding specification stamp (from the bank);
  • Copy of NIF (tax identification number).

A: Our customers service team will investigate your refund request. If your refund request is approved, the methods of payment of is through a bank transfer to the customer´s bank account.. If you have any question in relation to our refund process, please contact us through [email protected]

A: DP World makes available all information regarding fees and tariffs practiced, please visit our website www.dpworldluanda.com and Click here to Download . You can always feel free to contact commercial department for more information. [email protected]
A: All terminals in the Port of Luanda are under customs bond, on that basis all containers currently stored in the terminal are still under the control of Angola Customs Authorities. In the case that Angolan Customs Authorities request containers to be inspected it’s the obligation of the terminal to transfer the said container to customs inspection area or apply any hold as may be the request from Angola Customs Authorities. Terminal will apply an additional handling charge on all containers shifted from the yard to the customs inspection area, same charge shall be settled by cargo owner before taking delivery of containers.

Finance (Billing)

A: Consignee should transfer the amount to DP World bank account according to invoice received. The billing team will confirm the payment in system and container will be released accordingly. Please note DP World does not accept cash payments.

Você pode encontrar os detalhes de pagamento clicando no link abaixo você encontrará todas as informações sobre pagamento.

 Dados da conta bancária

To clarify any questions about your DPW Luanda invoice, send an email to [email protected] or call customer service 923165270

The operations team is manned in the area and assistance can be provided as normal.

1. to get invoices from DP World customer must send email to the following email address [email protected] , with the following attachments:

a. Bill of Lading,

b. Customs Clearance Note,

c. After obtaining request terminal billing team will review documentation before generating proforma invoice and sending same back to customer via e-mail.

d. Customer will receive proforma via e-mail and proceed to liquidate the outstanding invoice to proceed with the clearing process.

e. Proforma invoice must be submitted from 8:00 a.m. to 15:30 p.m. from Monday to Friday. From Saturday must submitted between 8:00 a.m. to 11.00a.m f. The request sent after the above hours will be answered the next day except on Sunday and Holiday.

2. After settling the payment customer shall send e-mail to following address: [email protected] attaching following documentation:

a. Bill of Lading

b. Delivery Order (Valid date)

c. Proforma invoice

d. Proof of Payment DP World Luanda

e. Receipt Port of Luanda Payment (EP14) f. Forwarder´s declaration

3. The billing team will share the final invoice with the customer to the email from which the documentation was submitted.

Security Department

The following procedure to follow:

a) Visitors, customers and service providers must request access via email at [email protected] and copy the following addresses: [email protected] [email protected]

b) Fill out the form sent to you

a. Activity to be developed b. Ship/container/goods involved in the activity c. Number of people (Attach personal document and company passes) d. Vehicle registration, brand, and insurance
a. All Terminal users must strictly respect the Security policy. b. Visitors entering restricted areas (operational areas) must first undergo a Safety & Security induction. c. Vehicles/drivers accessing the operational area must be trained in the Terminal's traffic plan. d. Mandatory use of PPE (Reflective Vest, Safety Boot and Helmet) and. Pedestrian circulation is prohibited in operation area.