S/ N	DEFINITION/ DETAILS OF CUSTOMER/ CLIENT	DETAILS OF BUSINESS TRANSACTED			PERFORMANCE TARGETS	RESPONSIBLE DEPT/UNIT	DETAILS OF GRIEVANCE REDRESS MECHANISM	INDICATION OF STAKEHOLDERS PARTICIPATION	EXPECTED OUTCOME	DETAILS OF ADDITIONAL COMMITMENT E.G. COMPENSATION, ALTERNATIVE SERVICE OPTION
		SERVICES RENDERED	PERIOD DURATION	FEES/ CHARGES
1.	Importers, Exporters	Providing information to shippers (importers and exporters) on all aspects of the carriage of goods by sea and other modes in international trade.	All through the year	Nil	Within 24 hrs of receiving request for trade information from shipper. Also daily through Council’s website	Technical Operations, Management Information Services	Nodal Officer of the Council	Shippers (importers & exporters) shall make requests for information	Well informed shipper community able to confidently deal in international trade
2.	Importers, Exporters, Governments, General Public	Production & publication of a National Directory of Shippers	Once a year	Nil	Annually	Technical Operations, Public Relations, Management Information Services	Nodal Officer of the Council	Shippers (importers & exporters) shall provide authentic inputs to the compilation process	Availability of an authentic source of information on shippers in the country
3	Importers, Exporters, Nigeria Customs Service, Freight Forwarders, Shipping Companies	Production & publication of indicative freight rates and local shipping charges	3 months	Nil	Quarterly	Technical Operations, Management Information Services	Nodal Officer of the Council	Shippers, port services providers shall provide inputs	An authentic guide on freight and local shipping charges for use by Customs, shippers and government agencies	Council’s Website www.shipperscouncil.com
4.	Importers, Exporters and users of shipping services	Registration of shippers	All through the year	Nil	Within 7 days of application	Registrar of Shippers	Nodal Officer of the Council	Shippers shall apply for registration and provide necessary information	All shippers in the country will be fully documented. This will support the ISPS Code regime and the Know Your Customer principle
5.	Importers, Exporters	Providing advisory and technical assistance to shippers on matters affecting the international carriage of goods across all transport modes.	All through the year	Nil	Response to advisory request within 48 hrs. Technical assistance requests within 7 days depending on complexity	Technical Operations, Cargo Defense Services	Nodal Officer of the Council	Shippers shall make requests for assistance	Ensure that importers and exporters are properly guided in their international trade transactions
6.	Importers, Exporters, Shipping Companies, Port Services providers, Insurance companies	Mediating between users and providers of shipping services on legitimate shipping trade disputes referred to the Council.	1-3 months	Nil	Dispute resolution mechanism to be in place within 7 days of receipt of request for intervention	Technical Operations, Cargo Defense Services	Nodal Officer of the Council	Shippers and shipping services providers shall refer disputes to the Council	Ensure that disputes are resolved less expensively using Alternative Dispute Resolution mechanisms
7.	Importers, Exporters	Representing shippers’ interest in local and international shipping and trade related fora and organizations.		Nil	As often as is necessary	As directed by the Managing Director	Nodal Officer of the Council	Shippers shall be willing to accompany & support at selected relevant fora	Ensure that Nigerian shippers’ interests are protected
8.	Importers, Exporters, Inland Container Depot Operators	Supervision and coordination of the activities of the Inland Container Depots (ICDs).	All through the year	Nil	Monthly review of facilities, procedures and charges at the ICDs	Inland Container Depot Services	Nodal Officer of the Council	Shippers, operators of ICDs shall provide information to Council on regular basis	Ensure efficient ICDs and that fair trade practices are maintained
9.	Importers, Exporters	Processing legitimate shipper claims through the Cargo Defence Fund	All through the year	Nil	Within 7 days of receipt of request from shipper	Cargo Defense Services	Nodal Officer of the Council	Shippers shall subscribe to the Cargo Defence Fund and submit genuine claims	Ensure that shippers are compensated adequately for legitimate shipping claims that arise from their import or export trade
10.	Importers, Exporters	Educating and enlightening shippers on all aspects of shipping to give them competitive edge in international trade.	1-3 days	Nil	Quarterly workshops and clinics	Technical Operations	Nodal Officer of the Council	Shippers shall attend these enlightenment programmes and provides actual trade issues that need elucidation	Enlightened shipper community	Council’s website www.shipperscouncil.com
11.	Importers, Exporters, Governments and their agencies, Port Services providers	Conducting studies and researches into problems affecting shippers and shipment of goods into Nigeria.	1-6 months	Nil	As issues arise	Technical Operations, Planning Research and Statistics	Nodal Officer of the Council	Shippers and governments and their agencies shall refer shipping issues to the Council	Scientific basis for solutions to problems affecting shippers
12.	Federal Government through the Federal Ministry of Transport	Advising Federal Government on policy formulation and implementation as it affects shippers’ interest.	Regularly	Nil	As issues arise	The Managing Director	Managing Director of the Council	The Federal Government through the Federal Ministry of Transport shall refer issues of shippers’ interest to the Council for inputs and advice	Ensure that policies of government are based on sound advice and are well directed