Roadshow for Continuing Advocacy to Address the Problem of Undelivered Balikbayan Boxes through the Utilization by the Overseas Filipinos of Government-accredited Freight Forwarding Companies

PHILIPPINE SHIPPERS’ BUREAU

Under DTI – Consumer Welfare and Business Regulation Group (CWBRG)

Created under Executive Order 514 Primary mandate: to promote and protect the

common interests of Philippine shippers, importers and other commercial users of water transport

Philippine Shippers’ Bureau (PSB)

Accreditation of Seafreight Forwarders◦E.O. 514◦PSB A.O. 6 Series of 2005

(Rules on Freight Forwarding) Mediation/Arbitration of Consumer Complaints

◦Undelivered Balikbayan Boxes◦Pilferage of Cargoes◦Lost Cargoes◦Damaged Cargoes◦Unreasonable Delays in Delivery◦Overcharging of Freight Forwarding Rates

PSB’s programs

PSB’s programs

• Implementation of P.D. 1466 on the Use of Philippine Flag Vessels– Issuance of Waiver– Imposition of Penalties

• Supply Chain Studies of basic and prime Commodities

• Assistance to Philippine Shippers

Typical transport flow of balikbayan boxes

Balikbayan Boxes

*Balikbayan boxes shipped door-to-door

cargo flow money flow

Storage

Duties &Taxes

Shipping Line Charges

Delivery Charges

Door-to-door Charges

Foreign Consolidator/

Principal

*OFWs

*OFWs

*OFWs

Shipping Line/ Carrier

Bureau of Customs

Terminal Operator

Shipping Line’s Agent

Philippine Agent/ Freight Forwarder

Consignee

Consignee

Consignee

Funds for Customs Releasing and Delivery

Ocean Freight and Charges

Measures Undertaken by DTI-PSB to Address the Problem of Undelivered Balikbayan Boxes

1. Enhanced information campaign thru advisories and alerts

2. Dissemination of FAQs and tips in sending Balikbayan boxes

3. Filing of formal charges and imposition of sanctions on erring freight forwarding companies pursuant to PSB A.O. No. 06, Series of 2005

4. Endorsement to law enforcement authorities e.g. DOJ, NBI, PNP and LGUs.

5. Coordination with Bureau of Customs6. Cooperation with International Shipping Lines

thru MOA to screen inbound shipments of Balikbayan boxes

Best Practices for Cargo Consolidators of Balikbayan Boxes

1. Philippine agent/counterpart must be accredited with PSB

2. Must have an Agency Contract/Agreement with accredited Philippine Freight Forwarder

3. Duly licensed/accredited by government agencies

4. Promptly remits funds to its Philippine agent5. Has sufficient experience in freight

forwarding/shipping related activities6. Company has dedicated customer service7. Efficient Tracking/Documentary System in

place8. Sends advisories/alerts on the status of

shipment (Origin and Destination) to clients

Complainants should submit a notarized complaint together with documentary evidences such as:

• official receipts• cargo receipts• bills of lading• shippers’ declaration/packing list• waybills

.

Complaints handling on non-delivery of balikbayan boxes

Notarized complaint together with the documentary evidences may be filed to:

• PSB Office at 2/F DTI Building 361 Sen. Gil Puyat Avenue, Makati City, Metro Manila, 1200 Philippines

• Send through fax at (632) 751-3305 email at dti_psb@yahoo.com.ph

• For further queries, call PSB at (632) 751-3304 • Facebook account: /dti-psb

Complaints handling on non-delivery of balikbayan boxes

Measures to Address the Problem of Undelivered Balikbayan Boxes

1. Prevention (How to Avoid Being Victimized) Enhanced Information Campaign

Advisories/Alerts OWWA, BOC, DFA, Embassies/Consulates, OFW Orgs, DTI Commercial

Attaches, DTI Regional/Provincial Offices, Consumer Agencies of Foreign Governments, Freight Forwarders’ Regulatory Agencies of Foreign Government.

FAQs/Tips on Sending Balikbayan Boxes

Measures to Address the Problem of Undelivered Balikbayan Boxes

2. Reliefs (Assistance to Complainants/Victims) Formal Charges/Sanctions versus erring Freight

Forwarders (both local and foreign) Endorsement to Law Enforcement Authorities i.e.

Department of Justice (DOJ), NBI, PNP and LGUs Coordination with the Bureau of Customs and other

concerned government agencies

Complaints handling on balikbayan boxes

Q. What possible reliefs could the shipper or his consignee expect if mediation fails? A. The consignee/shipper may opt to bring the case to Arbitration by DTI or the regular courts for judgment/resolution. PSB may also refer the complaint to the Department of Justice (DOJ) for preliminary criminal investigation and prosecution, if the evidence warrants.

Complaints handling on balikbayan boxes

Q. What sanctions may PSB impose on freight forwarders violating PSB policies on balikbayan boxes?

A. PSB may impose monetary fines, suspension or cancellation of accreditation pursuant to A.O. No. 6 series of 2005.

Summary of Complaints Involving Non Delivery of Balikbayan Boxes for 2012 and 2013

Period Covered

No. of Complaints Received

No. of Complaints Resolved (Boxes

Delivered/Picked Up thru PSB intervention)

Case Withdrawn

Case Referred to Regular

Courts

Elevated for

ArbitrationOthers*

Jan-Dec 2012 151 64 8 42 4 33

Jan-Sept 2013

110 37 6 8   59

*Others- complainants to identify local forwarder, container number, for clarificatory meeting, letter has been sent for comments of respondent/complainants.

Summary of Complaints Involving Non Delivery of Balikbayan Boxes for 2012 and 2013

January-December 2012 January-Sept 2013 Total

Formal Charge 36 15 51

Issued Decision 30 6 36

Pending 4 9 15

Filed PSB accreditation 9 2 11

Paid penalty 8 1 9

Show Cause Order 10 7 17

Resolved 9 3 12

Petition for Revocation 1

Pending 4 4

Petition for Revocation 2 2

Issued Decision 1 1

Pending 1 1

Companies with complaints endorsed to DOJ 1 5 6

Summary of Complaints Involving Non Delivery of Balikbayan Boxes (2008-2013)

Countries No. of Complaints Received

Dubai 156USA 153Riyadh Saudi Arabia 52Kuwait 44Jeddah Saudi Arabia 26Singapore 18Hong Kong 13Bahrain 7Hawaii 6Japan 6KSA 6Ireland 5United Kingdom 5Saudi Arabia 4China 4

Data as of Sept 2013

Most balikbayan boxes come from

• Middle East (Saudi Arabia, UAE, Kuwait and Qatar)• USA• Hong Kong• Singapore• Italy• UK• Korea• Taiwan

Balikbayan Boxes

Tips on How to Get Your Balikbayan Boxes Home

1. Book your boxes only with companies whose Philippine agents/counterparts are PSB-accredited with clean records. 2. Beware of exceptionally very low rates.3. Declare and specify contents of your box in the Packing List.4. Secure transport documents such as Bill of Lading, Forwarder’s Cargo Receipt, Booking Confirmation, Invoice 5. Get the name and contact details of the forwarder’s agent in the Philippines.6. Monitor the movement of your cargo.7. Inform your consignee to check your cargo.

Tips on How to Get Your Balikbayan Boxes Home

8. Organize all the things you want to send through a balikbayan box.

The following items are NOT allowed to be sent through balikbayan box:

1. currencies, checks, money orders and travelers checks2. jewelries3. firearms, ammunitions and explosives4. prohibited drugs and substances5. pornographic materials, gambling cards and toy guns6. pirated products i.e. compact discs, tapes, etc.7. items of commercial quantities

DTI WEBSITE www.dti.gov.ph

LIST OF ACCREDITED NVOCC, IFF and DFF• http://www.dti.gov.ph/dti/index.php?p=409

PSB ADVISORY/ALERT• http://dti.gov.ph/dti/index.php?p=779• http://dti.gov.ph/dti/index.php?p=780

FAQs on BALIKBAYAN BOX• http://dti.gov.ph/dti/index.php?p=653

Freight Forwarders in Riyadh with PSB accredited freight forwarder counterpart

Company Counterpart in the Phils.Sir 2GoAl Batha CenterP.O. Box 4626 Riyadh 11412Tel – 01-404-1953

Laguna Lakers776 Rizal Blvd., Bgy. Malusak, Sta. Rosa, Laguna, Tel- (049) 411-1894

Makati ExpressSharal Furgan St., Alhijra Dist., Makkah, K.S.A.Tel. -02-5380121/5380126

Kingpoint Express and LogisticsBlk 23 Lot 14 Kalayaan Ave., Kingspoint Subd., Bgy. Bagbag, Novaliches, Q. City Tel – 936-0512/418-1692

Freight Forwarders in Riyadh with PSB accredited freight forwarder counterpart

Company Counterpart in the Phils.Fil-Asia Cargo ForwardersP.O. Box 40547, Riyadh 11511 K.S.A. Tel. 404-2107/405-7840

FACF Parcel Delivery#8410 Gomburza St., Bgy. Sto. Nino, Paranaque CityTel. 851-6874

Al Mohr Trading ServicesP.O. Box 51597, Riyadh, K.S.A.Te. 009661 478 2443

Al Mohr Customs Brokerage, Inc.609-B Quirino Ave., San Dionisio, Paranaque CityTel. 820-1722

Freight Forwarders in Dubai with PSB accredited freight forwarder counterpart

Company Counterpart in the Phils.Cityline Gen Ex Cargo

#11 Seacom Comp., Bgy. San Antonio, Paranaque City – Tel. 468-1922

Frico Trico Int’l. ForwardingBlk 3 Lot 3 Canaynay Ave., Martinville Subd., Las Pinas City – Tel. 579-7674

Freight Forwarders in Dubai with PSB accredited freight forwarder counterpart

Company Counterpart in the Phils.Cityline Gen Ex Cargo

#11 Seacom Comp., Bgy. San Antonio, Paranaque City – Tel. 468-1922

Frico Trico Int’l. ForwardingBlk 3 Lot 3 Canaynay Ave., Martinville Subd., Las Pinas City – Tel. 579-7674

Thank you!

CARGO FORWARDING IN THE MIDDLE EAST

INDUSTRY BRIEF

THE “BALIKBAYAN” BOX CONSOLIDATION DOOR-TO-DOOR DELIVERY

CARGO BY SEA/ AIR PROCESS

CUSTOMER WALK-IN CARGO PICK-UP

INDUSTRY BEST PRACTICES

TIPS FOR SENDERS

AGENDA

SEA/ AIR CARGO PROCESS FLOW (WALK-IN)

CUSTOMER WALK-IN

PREPARATION FOR LOADING

SHIPMENT LOADING

CUSTOMS CLEARANCE

DELIVERY TO CONSIGNEE

RECEIVING / PAYMENT

WAREHOUSING

SEA/ AIR CARGO PROCESS FLOW (PICK-UP)

ORDER TAKING/ SCHEDULING

PREPARATION FOR LOADING

SHIPMENT LOADING

CUSTOMS CLEARANCE

DELIVERY TO CONSIGNEE

CARGO PICK-UP/PAYMENT

WAREHOUSING

Customer Service 24-Hour Toll-Free Contact Centre Real-time Tracking for Sender (SMS, Online App, IVR Call/ Phone) Same-Day pick-up of Cargo Cargo Insurance Policy Competent and Well-trained Workforce

Business Application Coverage Planning and Execution (Roving Truck per Cluster) Load Sharing to improve speed SLA Checkpoints per point of bottleneck Partnership with reliable domestic (PH) customs clearing

and freight forwarding companies

INDUSTRY BEST PRACTICES

LIST OF PROHIBITED ITEMS (KSA)

FRUITS & GRAINS/ BEANS - Date Palm Saplings of the following types: Khilas, Naboot Saif, Sagae, Safry, Magfazi, Barhi, Sukary, Shalabi, Safary, Ajwa, Hulwa, and Rothana - Livestock Feeds, Poultry Feeds, Barley, Sudanese White Sorghun, Green Fodders, Hay, Yellow Sorghun, Soybean

INFANT MILK

MEDICINES and SUPPLEMENTS of commercial quantities, especially WITHOUT payment receipts

MINERALS and METALS - Sand, white rock (silica), based sand, crusher aggregates, limestone and marble stone - Scrap of Iron - Gas Cylinders - Waste pumps and their petrol, gas, diesel, or electric motors - Traction and leveling machine used for agriculture and disinfection, harvesting, and threshing machines and accessories thereof - Zamzam water - Scrap Batteries

THANK YOU!