Compliance and Governance

Moving Service

Facilities, Equipment, and Crew

• All facilities, including buildings and equipment in association with services for A J Mauritzen & Co Ltd, must be properly maintained and abide by all local country regulations.
• All moving services must be completed by professional and trained movers who are under the direct control of the Company.
• Moving service crew members must stay consistent throughout the move.
• At least one member of the crew, preferably the crew leader, must be able to communicate with the Transferee in English.
• Production crews must be in uniform, and the uniform must display the Company name.
• Moving service crews must have appropriate tools and equipment to carry out the agreed services.
• The Company in home personnel, including surveyors and movers/packers, must pass a security background check (in accordance with the legal and business practices of your country) before performing services on our behalf.
• All crew members must have either a corporate or local government photo ID in their possession while at the residence.
• Service Provider must advise management in advance if any of the items in this section cannot be provided, so that A J Mauritzen & Co Ltd can make other arrangements or correct the same.

Origin Services

Service Authorization/Pre-Move

1. You will ensure the crew has all the necessary information needed to carry out the authorized services as required by our client and/or Transferee.
2. Upon receipt of Authorization/Pre-Alert, you will confirm receipt in writing within 1working day to A J Mauritzen & Co Ltd.
3. If any additional information or service is needed or requested beyond those authorized, advise us immediately.
4. A J Mauritzen & Co Ltd will reserve the right to manage the freight transportation for booked shipments.
5. Contact the Transferee by phone within 24 hours upon receipt of Authorization/Pre-alert or as instructed in the Service Authorization/Pre-Alert
6. If the Transferee cannot be contacted, inform Management of failure to contact Transferee and request assistance within 2 working days following the receipt of the Service Authorization/Pre-Alert.
7. Send an email follow-up to the Account/Booker within 1 working day after the phone consultation to summarize the call.

1. Within 2 working days of the survey, provide the survey results to us, including:
   • Survey list – clearly identifying all items to be shipped.
   • Special needs items with description and photo.
   • Volume and weight estimation- including net and gross volume and weight.
   • Origin service detail- including the number of days needed for packing, mode of transport, and special requests from the Transferee.
   • Photos of origin conditions/constraints.
   • Tentative Move dates – if discussed with transferee
   • Breakdown of all services requested and their cost. (accessorial services to be listed separately, as well as transportation/freight costs). Note: Account/Booker may choose to book and manage freight.
   • Summary of Additional charges identified.
   • Estimated Door to Port timeline and Freight transit time to POE
   • Other documents and information as required in the Service Authorization/Pre-Alert.
2. You are expected to provide an accurate estimate of the shipment weight and volume. Actual/final volume/weight results will be within 10% of the surveyed amounts.

Immediately Following Packing

1. Send a status update to Booker/Account within 1 working day following packing completion. Update should include:
   • Copy of packing list with both signatures
   • Actual weights, volumes, and pieces
   • Other documents as required in the Service Authorization/Pre-Alert
2. If loaded at residence, also provide:
   • Container and seal number
   • Sailing, trucking, and / or flight information
3. Changes in the approved services or shipment timetable must be reported to Booker/Account immediately.
4. Send all shipment documentation to Booker/Agent within 3 working days of actual departure dates for sea freight and 1 working day for AIR freight. – documentation to include weight tickets, AWB/BOL, and inventories.

Destination Services

Service Authorization/Pre-Alert

1. Booker/Agent will ensure that we have all the necessary information needed to carry out the authorized services as required by our Client.
2. Upon receipt of Booker/Agent Service Authorization/Pre-Alert, confirm receipt in writing within 1 working day.
3. Advise Booker/Agent immediately if any additional information is needed for the provision of authorized services.
4. Contact the Transferee by phone within 1 working day upon receipt of authorization/pre-alert or as instructed in the Service Authorization/Pre-Alert.

• This initial consultation will include providing the Transferee with an information package and the setting of service expectations, including:

1. Single point of Contact information
2. Custom clearance instructions and timeline

• Customs documents to complete

1. If the Transferee cannot be contacted, the Service Provider must inform A J Mauritzen & Co Ltd of the inability to contact the Transferee and request
2. Send an email follow-up to A J Mauritzen & Co Ltd within 1 working day after the phone consultation to summarize the call.
3. Be sure to indicate to us any potential issues related to authorized services, including clearance and delivery, that may affect service provision, require additional service, and/or additional costs.

Following Delivery

1. Send a status update to A J Mauritzen & Co Ltd concerning the delivery of the shipment within 1 working day following shipment delivery.
   • Update should include information on any outstanding services to be performed and notification of any exceptions or claim items with supporting photos.
   • Service Provider will provide A J Mauritzen & Co Ltd with signed and dated packing lists/inventories within 5 days of delivery.
2. Any loss or damage needs to be reported to us immediately.

Invoicing Instructions

Invoicing

To ensure prompt and efficient identification of charges and invoice processing, please follow the following invoicing instructions:

1. E-mail invoices to A J Mauritzen & Co Ltd with the Coordinator/Specialist in copy.
2. Include “Transferee Name” in subject line.
3. If the invoice is mailed, send by registered mail
4. Issue invoice within 5 business days of destination service completion. Invoice must be completed within 30 days following completion of origin service. Invoices received after 30 days of service completion may not be eligible for payment.
5. Invoices must include:

• Specific cost breakdown of all charges,
• Shipment reference number
• The transferee’s name.

1. Separate invoices are required for each air, sea and truck shipment.
2. Submit one invoice per Shipment reference number. Do not include multiple shipment reference numbers on a single invoice.
3. One currency per invoice. Do not include multiple currencies on a single invoice.
4. Storage invoices must include weight and period dates upon which storage charges are invoiced.
5. Documentation

• Per Diem and demurrage invoices must specify dates and include backup documentation.
• Duties, taxes, etc., must be evidenced by backup documentation.

1. Invoices issued outside of the stated parameters in this instruction document may not be eligible for payment.
2. Rejected invoices must be resubmitted

• With a new invoice with reference number within 5 business days of receiving the rejection notice.
• E-mail the new invoice to the Account/Booker with the Coordinator/Specialist in copy.
• Include “Invoice Re-Submittal” in the subject line.

Claims Performance

1. We are expected to provide claim-free moves and be responsible for maintaining a minimum percentage of shipment claims.
2. We will be evaluated based on the percentage of claims from the total number of outbound moves performed.
3. We will establish minimum claims ratios and will manage services provided against the standards.
4. However, in the event there is a claim, the following procedures should be followed.

Notify us immediately so the relevant Claim Form can be provided to the client. You should also

provide us with the following documents.

• THE ORIGINAL OR DUPLICATE OF THE INSURANCE CERTIFICATE
• OCEAN OR AIR BILL OF LADING
• PACKING LIST AS EVIDENCE OF THE NATURE AND CONDITION OF THE GOODS AT DESTINATION
• A SURVEY REPORT
• COPY OF CLAIM ON CARRIER AND THE REPLY
• PICTURES OF DAMAGES
• CLAIM AMOUNT

Escalation Process / Non-Compliance

If, for some reason, you are unable to provide services as outlined in our SLA, you must immediately contact us.

1st contact: A J Mauritzen, Move Coordinator, as indicated in the pre-alert

2nd contact: Manager of the A J Mauritzen office

3rd contact: Sintra Bronte-Tinkew – Managing Director

If we receive complaints from our clients regarding your services, we will contact you to review these complaints. Repeated service failures may result in A. J. Mauritzen & Co Ltd restricting future work to the partner and deducting from invoices submitted fair compensation.