PORTS & TERMINALS CALLAO

How to file a claim

• Claims Procedure

Ositran Resolutions

• OSITRAN Regulation on Claims Handling and Dispute Resolution N.° 019-2011-CD-OSITRAN
• OSITRAN Regulation for Users of Public-Use Transport Infrastructure N.° 035-2017-CD-OSITRAN

Claims Procedure

• User Claims Handling and Resolution Process
• Claims procedure for externa carriers
• Calims Registry DP World - Callao (2010 - 2026)

Video Tutorial: [Watch here]

Channels for the Submission of Claims and Appeal Remedies

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:
 

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

2. Email (Digital Document Reception Desk)
[email protected]
Available 24/7

Important:
The subject line must begin with:

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

If the subject line does not follow this format, the claim will be automatically rejected.
Only one case file is accepted per email.

Notification timeframes are governed by Law No. 27444 (General Administrative Procedure Law).
Through this channel, you may grant express authorization to receive notifications via email.

3. Website
https://naves.dpworldcallao.com.pe/reclamo/
Available 24/7
Notification timeframes are governed by Law No. 27444.
Through this channel, you may grant express authorization to receive notifications via email.

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

Monday to Friday, from 8:00 a.m. to 5:00 p.m. (excluding holidays), available at the Customer Service office (first floor of the administrative building).

Please note that this information applies exclusively to User claims under the procedure regulated by the OSITRAN Regulation for Claims Handling and Dispute Resolution.
 

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

Please note that this information applies exclusively to User claims under the procedure regulated by the OSITRAN

Regulation for Claims Handling and Dispute Resolution. Accordingly, all submissions must be expressly identified as “CLAIM,” “RECONSIDERATION,” or “APPEAL.”

In the document, you may grant express authorization to receive notifications via email.