At SILA, we’re committed to knowing our customers and meeting their logistics requirements with a personalised, seamless experience that makes it easier for them to manage and streamline their business. Our Charter sets out how we meet our customer commitments.

Our Service Standards:

  • Providing high quality, value-add services based on client-specific needs
  • A commitment to safe work practices and adherence to industry and client guidelines in relation to the Chain of Responsibility
  • Instantly communicating any issues with proposed or actual shipments
  • Promoting cost-saving electronic services to the import and export industry
  • Providing easy access to practical information via email and links to website and social media
  • Confidentiality between our company, clients and partners
  • Always remaining professional, helpful, courteous and fair with clients and partners
  • Investing in technology and innovation to provide solutions with full transparency to ultimately lower costs and increase efficiency for our clients
  • Monitoring our environmental performance and making improvements to minimise waste and ensure efficient use of resources
  • Being firm with those who try to avoid responsibilities and obligations, and effective in bringing them to account

We promise to:

  • Provide fair, impartial and unbiased service
  • Treat customer and partner information with complete confidentiality
  • Ensure our services are accessible by providing several access options
  • Listen to client feedback and use it to continually improve our services
  • Treat clients and partners with fairness and respect
  • Treat all partners and clients as being honest in their affairs unless they act otherwise
  • Help clients understand and meet their obligations
  • Provide clients with accurate invoicing for all services
  • Respond to queries within 1 business day and aim to resolve within 7 business days

Your obligations when working with us:

  • Be cooperative and truthful
  • Take responsibility for your documentation preparation, EFT or ComPay payments
  • Understand our standard trading terms and conditions
  • Be courteous and respectful of our staff and company policies
  • Notify SILA in 7 days of any invoice concerns
  • Adhere to agreed credit payment terms
  • Provide documents and instructions in an accurate and timely manner
  • Provide us with clear requests and correct contact details