Container Service Level Agreement

Uplift of imports from port:

  • Auckland ports: Three business days after the container has cleared or we have been notified that it is available for pick up. This includes but is not limited to: Port of Auckland, Metroport and Rail
  • Port of Tauranga and Northport: By arrangement.

Import containers – Bulk tipping:

  • Continue to be booked directly with Bulk Despatch

Import containers

  • Devanning: Six business days
  • Dekitting and/or cleaning: Two business days
  • Container Dehire: Five business days
  • Container transfers: Our warehouse manager will book these in and advise availability at time of booking.

Export Containers

  • Empty drop: Cut off for instructions 2pm day prior to delivery
  • FCL: Containers ready to go and advised two working days ahead of cut off.

SLA for multiple services:

  • The combined total of the business days allowed for each service provided. 

Peak planning:

Due to the ongoing supply chain crisis causing ongoing lumpiness in the arrival of stock – we are continually reviewing our capacity to receive product into our warehouse.

In the instance that we do not have capacity to devan within our existing service level agreement days we will notify the customer on the timeframe for the containers to be devanned.

In this instance we are unable to accept any liability for detention charges.

Update March 18

As expected 2022 has come with its challenges. From the Christmas period forward, we have seen significant increases in import containers that brought us to capacity.  

We have now cleared the backlog and reduced the congestion at our sites and have returned to our SLAs (effective Monday 14 March). 

With the challenges that COVID has brought we have made a couple of changes to fit the current working environment.  These are:

  • Export containers: Containers ready to go & advised two working days ahead of cut off. 
    This allows time to secure a booking and provides a buffer for any hold ups that occur throughout the supply chain due to COVID related absences. 
  • Container dekitting: Two business days

Challenges of COVID

Throughout the Omicron outbreak – we have maintained our service. Though at some points it has been constrained – thanks for your patience.

I’d also like to recognise our team who have kept themselves safe, followed the precautions and stepped up when needed.

There is talk that the peak has passed in Auckland, but we need to stay vigilant to ensure continuity of service.

Many of our customers have experienced a significant impact from absences during the outbreak.

In the instance that your site is closed or going to be operating at a reduced capacity please notify us immediately and ensure that your planning is realistic given your available workforce.

Key to keeping all of your products moving and plants working – is good planning, and communication.

The fewer onsite delays that we experience the more product we can get shifted everyday.

Update: December 22, 2021

The supply chain crisis continues and a wave of containers are arriving in and around the Christmas break.

This significant influx of containers over the December period has resulted in our container yard reaching maximum capacity.

Our Container Division will be working through to ensure that we uplift import containers from the port and deliver exports.

We need to maintain a safe work environment for our people to achieve this at the current levels we focus on efficient and safe container movements. This can reduce our ability to work to FIFO. 

The increase in import containers has also resulted in our warehouses reaching maximum storage capacity.

Our teams are working thorugh the short weeks and public holidays to devan and dehire as many containers as they can within our SLA.

Containers that require devanning are being completed as promptly as possible. The emphasis is still on managing containers based on FIFO this will at times not be achievable.

These circumstances are beyond our control and reflect the broader global environment that we are operating in.

While we are making every effort to meet our SLAs, due to the circumstances we are unable to guarantee that your containers are dehired within our standard SLAs or accept any expenses incurred from shipping companies.

We are continuously reviewing the situation and will provide updates as the situation eases.