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CLAIMS & COMPLAINTS | P&T CALLAO

We provide our users with different channels to submit claims, requests for reconsideration, or appeals, in accordance with the OSITRAN Regulation for Claims Handling and Dispute Resolution:

How to file a claim

  • Claims Procedure

  • Requirements for Filing Claims:
    Claims must comply with the following requirements, pursuant to Article 37 of OSITRAN’s Regulations for the Handling of Claims and Resolution of Disputes:

    1. The adjudicating body or authority to which the claim is addressed.
    2. The claimant’s full name; identity document number; legal address; and address for service of notices.
    3. Details of the legal representative, attorney-in-fact, and legal counsel, if any.
    4. Name and address of the party against whom the claim is filed.
    5. A statement of the relief sought.
    6. The factual and legal grounds supporting the claim.
    7. The evidence submitted with the claim, or an offer to submit such evidence if it is not in the claimant’s possession.
    8. Place, date, and signature of the claimant. If the claimant is unable to sign, their fingerprint shall be provided.
    9. A simple copy of the document evidencing the authority to act on behalf of the claimant.
       

    For claims filed by telephone, the requirement set forth in item (h) shall not apply. With respect to item (i), a period of two days shall be granted for compliance, failing which the claim shall be deemed not to have been filed.
     

  • Evidence
    Users may offer and submit any evidence they deem relevant to support the facts and relief sought in their claim, provided that such evidence is appropriate and related to the subject matter of the claim.
    By way of example, and without limitation, the following evidence may be submitted:

    • Documents such as invoices, payment receipts, service orders, applications, certificates, communications, emails, and any other documentation related to the service that is the subject matter of the claim.
    • Documents or records related to the port operations that are the subject matter of the claim, such as certificates, reports, records, tickets, entry or exit records, transport documents, or other relevant operational documents.
    • Technical reports, expert opinions, or other technical documents related to the facts underlying the claim.
    • Any other evidence permitted under applicable law that is relevant to substantiating the alleged facts.


    The evidence referred to in Article 166 of the LPAG shall be admissible.
     

  • Department Responsible for Resolving Claims at First Instance:
    The Claims Department of the Legal and Corporate Affairs Directorate of DP World Callao S.R.L.
     
  • Location of the User Service Office:
    DP World Callao’s User Service Office is located within the Customer Service area, on the first floor of the Port Terminal’s Administrative Building, at Avenida Manco Cápac No. 113, Callao.

Ositran Resolutions

Claims Procedure

Video Tutorial: [Watch here]

Channels for Filing Claims and Appeals
We make various channels available to our users for filing claims, motions for reconsideration, or appeals, in accordance with OSITRAN’s Regulations for the Handling of Claims and Resolution of Disputes:
 

1. Telephone Service
(01) 206-6500 – Option 1 (Customer Service)
Monday through Friday, from 8:15 a.m. to 5:15 p.m. (excluding public holidays)
 

2. Email (Digital Document Reception Desk)
[email protected]
Available 24/7
For organizational purposes, it is recommended that claims be submitted as follows:
 

Important:
The email subject line should begin with:

  • For claims:
    “CLAIM:” followed by the reason for the claim.
     
  • For appeals:
    “CLAIM: RECONSIDERATION - [case file number]”
    “CLAIM: APPEAL - [case file number]”
     

Claims and appeals submitted in a different format will also be accepted.

Notification periods shall be governed by Law No. 27444 (General Administrative Procedure Act).
Through this channel, users may provide their express consent to receive notifications by email.

3. Website
https://naves.dpworldcallao.com.pe/reclamo/
Available 24/7
Notification periods shall be governed by Law No. 27444.
Through this channel, users may provide their express consent to receive notifications by email.

4. Complaints Book
Av. Manco Cápac No. 113, Callao

Monday through Friday, from 8:00 a.m. to 5:00 p.m. (excluding public holidays), available at the Customer Service Office (first floor of the Administrative Building).

Please note that this information applies exclusively to user claims processed under the procedure governed by OSITRAN’s Regulations for the Handling of Claims and Resolution of Disputes.
 

5. Physical Document Reception Desk
Av. Manco Cápac No. 113, Callao
Monday through Friday, from 8:15 a.m. to 5:15 p.m. (excluding public holidays).

Please note that this information applies exclusively to user claims processed under the procedure regulated by OSITRAN.

In the document submitted, users may provide their express consent to receive notifications by email.