What You Can Expect When You Partner With SILA Global

At SILA Global, we’re committed to delivering more than just freight solutions—we deliver confidence, clarity, and control. Our Service Charter sets out exactly what you can expect when working with us, and the values that guide how we operate every day.

Commitment to You

We work hard to ensure your logistics experience is seamless, transparent, and tailored to your needs. Here’s how we make that happen

Personalised Solutions

We don’t do generic. Every client receives high-quality, value-added services designed around your business and supply chain goals.

Clear, Timely Communication

We keep you informed—always. Whether it’s a proposed delay or a shipment issue, you’ll hear from us early and often, with clear options and fast solutions.

Technology That Works for You

Our proprietary SV3 platform gives you full visibility and control—empowering you to track, manage, and optimise shipments with ease.

Rapid Response Times

  • High-priority queries: Response within 2 business hours, with daily updates until resolved.
  • Standard queries: Response within 1 business day, aiming to resolve within 5 business days.

Total Professionalism

You can expect respectful, courteous, and helpful service from our team at every step of the journey.

Confidentiality & Integrity

We treat all client and partner information with the utmost confidentiality and operate with complete transparency.

Safety & Compliance

We’re fully committed to safe work practices and compliance with Chain of Responsibility regulations across all operations.

Eco-Conscious Operations

SILA actively monitors and improves our environmental performance to reduce waste and use resources more efficiently.

Our Promises

We pledge to:

  • Deliver fair, honest, and impartial service
  • Provide clear, accurate billing that reflects services delivered
  • Listen to your feedback—and act on it
  • Offer multiple access points to our services and support (email, SV3, web, and social)
  • Collaborate with you to overcome supply chain challenges
  • Treat all clients and partners with respect and professionalism

What We Ask From You

A strong partnership goes both ways. To help us deliver our best, we ask that you

  • Be honest, cooperative, and timely in your communication
  • Submit accurate documentation and payments on time
  • Notify us within 7 days of any invoice concerns
  • Understand and follow our standard trading terms (AU/NZ)
  • Flag any safety or Chain of Responsibility concerns you identify
  • Stay informed by checking updates on our website or via email
  • Treat our team with courtesy and respect

Ready to Experience Logistics That Work For You

At SILA Global, we believe in building long-term relationships based on trust, transparency, and performance. If you’re ready for a smarter logistics partnership, get in touch with our team today.