Freight forwarding Australia

Increases to Biosecurity Cost Recovery

Dear Valued Client,

We have received information from the Department of Agriculture that their biosecurity cost recovery fees will increase from 1st January 2020. Please find link to their site below however for our customers you will see this increase on the Customs Entry

  • Full Import Declaration charge—air from $33 to $38.
  • Full Import Declaration charge—sea from $42 to $49.

Kind Regards

SILA Customer Service

Shipping Port Logistics Australia 3

VICT Infrastructure Surcharge Increase

Dear Valued Clients,

Please note that from the 1st January 2020, the infrastructure surcharge for Victoria International Container Terminal will increase.

Effective 1 January 2020, an Infrastructure Surcharge of $126.00 (excl GST) will apply to all export and import containers handled by VICT at Webb Dock, Port of Melbourne. 

Kind Regards

SILA Customer Service

Shipping Containers Logistics Australia 2


Dear Valued Clients,

The holiday season is upon us we thank you for your support over the past year and hope that you and your family have a great Christmas and festive season. We take this opportunity to advise you of the terms that will apply to container collection and dehire over the upcoming Christmas / New Year period.

Please note these terms will apply from 15th December 2019 to 15th January 2020.

SILA will not be held accountable for detention during this period 15th December 2019 to 15th January 2020 customers will need to have a minimum of 10 free days from date of vessel availability to assist in minimising any detention however customers who purchase under C&F, CFR terms will need to request shippers longer detention free periods as needed.

Customers where SILA manages shipping, we will provide 10 free days container detention where applicable, however, should detention be longer than 10 free days then this will be to customer account.

There are various issues that result in container detention at this time:

• Availability days include weekends and public holidays

• Empty parks require time slot bookings and many only operate business days and limited hours

• Receivers operate limited non-public holidays, limited business hours and in some cases are closed for all public holidays and some non-public holidays during this period

• Receivers operate on skeleton staff and cannot receive as much cargo.

SILA thank you for your support and look forward to a prosperous new year!

Kind Regards

SILA Customer Service

Shipping Containers DP World Australia

DP World West Terminal Infrastructure Fee Increase

Dear Valued Clients,
As of 1st January 2020, DP World West Swanson has announced significant price increases to their services.
The VBS Booking Fee will increase by a staggering 42.50%.
The Wharf Infrastructure Levy will increase by 15%
In light of the above increases, we are left with the unpleasant task of passing on these increases to our clientele. 
Therefore effective 1st January 2020 our rates for DP Word West Swanson will be

Wharf Infrastructure Levy - $115.00 per container
Vehicle Booking System (VBS) Fee - $40.00 per time slot

Although we have not yet received any information from either Patrick or VICT, it is understood that both these terminals will use the latest increases set by DP World to increase their own charges.
Both the VTA and CTAA have written to the ACCC to investigate, however, the ACCC sanctioned the increases.
We apologise for the increases, however, they are totally out of our control.

Kind Regards, 

SILA Customer Service

SILA Global Transparency in Logistics Screenshot

SILA Brisbane Office Closure - 6th December 2019

To our valued customers,

Please note that SILA Global Brisbane office will be closed from 11.30am AEST on the 6th December 2019 for system upgrades and maintenance.
We will reopen as per normal on Monday 9th December.

The office will be unattended during this time, so please make arrangements accordingly.

If you have any questions please contact your local SILA Global representative.

Shipping Containers Port Botany

Port Botany Terminals & Rail closures for X-Mas New Year 2019

Dear Valued Clients,

Please be advised that there will be limited rail services to Port Botany precinct over the x-mas and New Year period due to track maintenance and stevedore closures.
As per notice from ARTC, there will be track closure between Tuesday 24th December – Friday 27th December.

There will be running trains direct to the terminals where possible. Over the x-mas period, the last train will depart Carrington on Tuesday 24th December to be delivered to the Terminals on Friday 27th December. The next available service to and from Carrington on Monday 30th December.

Note that there will not be a train running on Wednesday 1st January 2020. Normal services will commence back on the Thursday 2nd January 2020.

Please ensure that bookings are managed to reflect with additional free time over the x-mas period, 21 days would be ideal to avoid shipping line detention costs.

We appreciate your understanding and would like to take this opportunity to thank you for your continued support.

Kind Regards,

SILA Customer Service

Brisbane cargo company

Improving the Customer Experience in Logistics

Customer service, no matter what industry you operate in, should be at the forefront of your business. By as early as next year, it’s expected that customer experience will overtake price and product as the most differentiating aspect between brands. Customers are at the centre of all operations! Their experience will dictate how people view your company, and ultimately how well your company performs. More and more, customers are communicating with one another and other companies across multiple platforms so it’s crucial that they have a good experience with your brand. It’s unquestionable that improving the experience for your customers will increase retention, satisfaction and revenue. 

Clients are a valuable asset, and for those in the logistics industry, the customer experience is ever more important. To sum it up in the simplest terms, a late delivery creates discontent, while a timely delivery creates content.

Improving the client experience

To provide great service, it is important to analyse the customer experience through the entire journey, from start to finish. With companies responding to customer needs more and more, there is a new-found appreciation for what customers experience as well as data about who they are and what they want. After all, understanding who your customer is and what they want is the first step in improving their experience. Now, we are privy to their satisfaction - or lack thereof - cumulating across multiple touchpoints. 

Though it’s important to thoroughly examine each company to address appropriate areas of concern, we’ve identified several aspects of the logistics experience that companies should focus on to keep customers coming back.

Company culture and character

The culture of your company and the communication skills of your employees are extremely important to the customer experience. The human touch that your employees add will be remembered by your customers, from smiling faces in the warehouse to the kind words from a customer service representative. In an industry with a complicated customer journey, having a team with a good attitude and the ability to cooperate will cultivate an environment that customers want to come back to. Here at SILA Global, we understand that our people are our most important asset and we provide ongoing training in all areas of the business, including customer relations.

Streamline operations

The combination of people and capabilities along with systems and processes is important to create a service that meets the expectations of customers. For example, a supply chain that is logically planned to exploit storage facilities, with an optimal layout and efficiency in inventory management, will meet requirements for successful operations, as well as improve profitability. It’s important to always be working toward higher efficiency and productivity to keep the cost of operation as low as possible, and therefore customers satisfied with both the process and the outcome (more profit)!


Not only should the supply chain be optimised for efficiency, it’s also essential to provide customers with a full view of the entire supply chain, and ensure a real understanding of the operations. An effective supply chain starts with visibility, and being able to show customers the value you are providing them. Utilising modern technology solutions to share information and eliminate slow, unreliable communication methods like spreadsheets and email updates is vital to the customer experience. You can increase information sharing by taking advantage of data analytics, supply chain metrics and having employees able to monitor systems for problems. By increasing information visibility you can keep clients informed, as well as foster an environment of productivity and innovation in your workforce. 

This brings us SV3, which SILA developed with the understanding that achieving end-to-end supply chain visibility was crucial to lowering costs, improving efficiencies, preventing loss and most importantly, achieving competitive levels of customer service.

How SV3 improves the customer experience

SV3 encompasses SILA’s systems, people and processes. These commodities combined provide a powerful logistics solution that gives us an operational edge and allows our clients to vastly improve their operational efficiency and reduce costs. SV3 further provides transparency for our clients and empowers them to understand every step of their supply chain, allowing them to make informed decisions based on real-time data … and mitigate mistakes and associated stress. 

Our suite of SV3 products were designed to enhance the customer experience with full transparency over our operations and their freight. SV3 Connect links directly to the data warehouse, giving the customer full visibility of their shipments. It removes the need for traditional email updates and links workflows to give the customer full view and control of their shipment. SV3 Drive is an app-based program that gives customers a full visualisation of last-mile delivery, including real-time SMS and email updates, and AI smart routing and dispatch. Data that has been updated via the SV3 web-based platform is then made accessible by SV3 Analytics, which provides real-time data and analytics. 

For more information on how SILA can revolutionise the way you manage your supply chain,  head to our website or get in touch with our friendly teams in Australia or New Zealand:

Phone +61 7 3908 1690

New Zealand
Phone +(07) 3733 2685

Logistics company Australia

MUA stop work meeting in Sydney

Dear Valued Clients,

Please be advised there will be an MUA stop work meeting in Sydney in addition to the stop work meetings in Melbourne and Brisbane. See below for times:

Melbourne on Wednesday 6 November from 12.00 – 16.00.
All terminal operations will cease during this time.

Brisbane on Thursday 7 November from 11.00 – 15.00.

Sydney on Friday 8 November from 12.00 – 16.00.
All terminal operations will cease during this time.

Kind Regards,

SILA Customer Service

Shipping Containers Logistics Australia

MUA stop work meeting in Melbourne and Brisbane

Dear Valued Clients,

Please be advised there will be an MUA stop work meeting in:

Melbourne on Wednesday 6 November from 12.00 – 16.00.
All terminal operations will cease during this time.

Brisbane on Thursday 7 November from 11.00 – 15.00.

Vessel operations and road operations to the Old Terminal are affected. Road operations to the automated modules will continue as normal.

Kind Regards,

SILA Customer Service

Shipping Containers DP World Australia

DP World Australia - Increase in Infrastructure Surcharges

Dear Valued Clients,

DP World Australia has released details of increases to their Terminal Access Charge (formerly known as an Infrastructure Surcharge) and other ancillary charges at their Port Botany, Fisherman Island, Fremantle and West Swanson Terminal operations.

Please find below list of updated Infrastructure Surcharges/Terminal Access Charge applicable from 1st January 2020:

DPWA Brisbane: AUD 94.00 per container*

DPWA Sydney: AUD 96.00 per container*

DPWA Melbourne: AUD 103.00 per container*

DPWA Fremantle: AUD 50.00 per container*

* All charges exclude GST 

Kind Regards,

SILA Customer Service