KARACHI: The Collector of the Collectorate of Customs Appraisement has directed the South Asia Port Terminal (SAPT) to resolve all complaints related to cargo damage and pilferage within seven days, following a formal meeting that surfaced persistent grievances from importers and customs agents.
The directive came after representatives of the All Pakistan Customs Agents Association (APCAA) presented written complaints and supporting evidence at a coordination forum involving Customs, SAPT, and APCAA.
While APCAA acknowledged a notable decline in pilferage complaints, it highlighted that cargo damage during examination and handling remains an ongoing problem.
It said that the absence of any structured complaint-handling mechanism has been compounding the issue, leading to prolonged delays in case resolution and claim settlements.
The Assistant Collector, Examination, SAPT, confirmed that the Collectorate is also receiving similar complaints, reinforcing the need for a transparent and prompt resolution framework.
Following deliberations, the meeting issued a set of binding directives. SAPT has been instructed to establish a dedicated complaint booth for registering damage and pilferage cases, ensure the availability and accessibility of CCTV footage for investigative purposes, and resolve all complaints within 7 days of receipt. The resolution process must include incident investigation, footage review, where applicable, and settlement of verified claims.
SAPT is also required to maintain active coordination with Customs authorities and APCAA, and progress on complaint disposal will be reviewed regularly. The forum made clear to SAPT that any delays or negligence in compliance will be treated seriously.
Copyright Business Recorder, 2026
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