Contract Logistics Division

Dear Customer,
This Information Note provides a brief summary on how to proceed in case of damage or loss when goods are received by the recipient.

It is important to note that all transport carried out by KLOG falls under the norms included in the following diplomas – which apply depending on the nature of the transport at issue:
  • Legislation on the national carriage of goods by road (Decree-Law no. 239/2003, of 4th October and Articles 366 and those which follow of the Commercial Code);
  • Legislation on the international carriage of goods by road (CMR Convention);
  • General Conditions for Services Rendered by Freight-Forwarding Companies;
  • Convention for the Unification of Certain Rules for International Carriage by Air (Montreal Convention of 28th May 1999);
  • Legislation applicable to the carriage of goods by sea (Brussels Convention of 1924 and other possibly applicable protocols);
  • Legislation on the carriage of goods by rail (COTIF Convention and uniform standards of the Convention);

KLOG provides an Additional Cargo Insurance service for all transport modalities. This insurance aims to assure the total amount of the damaged goods, with an additional 10% relative to foreseen profit.

All claims relative to cargo must be made at the time of delivery and in the driver’s presence. We note that it is the recipient’s responsibility to carefully check the state of the cargo to ascertain if it is in conformity, free from any damages or irregularities. Otherwise, it will be assumed, under the terms of the applicable laws, that the cargo received is in accordance with the consignment note.
We would also like to remind you that KLOG has a wide range of transport services aimed at ensuring greater speed, safety or accommodation of the transported cargo. The choice of the most suitable service for the characteristics of the cargo to be transported is, therefore, crucial for it to arrive at its destination free from any defects or potential non-conformities. The Customer should assure that it contracts the most appropriate service for the nature of the cargo to be transported so that it arrives at its destination in the best conditions. Should there be any damage or non-conformity in the goods – and if these are apparent damages – this fact should be duly recorded in the delivery document in sufficient detail and accompanied with a photographic report that is as complete as possible, both of the packaging, as well as of the transported goods. We note that missing goods are always considered an apparent damage. Reservations in the delivery document will only be accepted if they include the following:
  • Identification of the reference and quantity of each damaged and/or missing good;
  • Concrete and specific indication of opened and/or manipulated packages:
    o For example: Package/palette number “A” was overturned inside the truck, causing damages in “10 units” of item reference “Y”.

It is important to remember that the reservations recorded incompletely or generically will not be considered valid when they only mention:
  • The existence of an opened or damaged package;
  • That cargo has fallen/overturned inside the truck;
  • That a package is in good state with damaged/missing goods inside;
  • An indication of being under reservation for verification and/or control;
  • A reference to damaged goods;

Should the mentioned damages not be apparent (goods with scratches and/or small dents), it is the recipient’s responsibility to prove, in writing, that these damages occurred during this transport. Be advised that it does not suffice to send a written claim with photographs of the state of the goods after delivery. Additional documents will also be required, namely expert reports or other documents deemed convenient to analyse the case. It is the Customer’s responsibility to provide these documents.
Claims should always be provided in writing, preferentially by e-mail and addressed to Costumer Service or to the associated sales representative. Only claims provided in writing will be accepted and considered in conformity for purposes of applying the standards relative to claims, particularly the stipulated deadlines for their submission, as well as the form and content of written claims.
The claim should contain a succinct, although thorough, report of the events and reasons behind its existence.
After the claim is formalized, you will receive an e-mail from the Claims Department requesting the following documents – whenever this applies – to be included in the case file to the Insurance Company:
  • Detailed photographic report of the damaged goods;
  • Detailed photographic report of the package when the goods were delivered;
  • Sales invoice (indicating the reference of the damaged/missing goods);
  • Invoice of the purchase of the goods or document indicating its manufacturing cost;
  • Packing list or Bill of Loading (indicating the weight of the damaged and/or missing goods);
  • Statement that it does not have its own cargo insurance (signed and stamped);
  • Indication of the location of the damaged goods;
  • Information as to whether the damage is repairable;
    o If yes, send a detailed estimate of the repair.

We would like to remind you that repairs should only be carried out after approval from KLOG and/or the Insurance Company.
  • Indication as to whether the damaged and/or missing goods were replaced;
    o If yes, under which reference
  • Credit note issued to the recipient in the amount of the damaged and/or missing goods;

The feasibility or continuity of the claims process will only be possible after all the documents requested have been received.
The damaged goods should remain available for inspection by the Insurance Company until conclusion of the case (by KLOG and by the Customer) for possible expert assessment and compensation. The return of merchandise for possible repair should always be approved by KLOG and/or the insurance company.
In case of replacement, this must be communicated to KLOG in writing, indicating that the goods to be sent are meant to replace the damaged ones in order to allocate the due price quote. This transport should always be paid given that if the claim is approved, the Customer will be compensated in accordance with the applicable law.

After conclusion of the case – and in case of its acceptance by KLOG -, the damaged and non-repaired good and/or part is automatically transferred to KLOG, so that the latter can examine the goods for reimbursement of possible damages. The non-authorized destruction of the goods or any other act susceptible of making it unfeasible to fully ascertain the damages and allow analysing the case precludes the possibility of compensation.

After conclusion of the case with the Insurance Company, we will resume contact in order to indicate the final opinion on your claim. In case of a positive opinion, we will also indicate how you should issue the invoice to KLOG, in accordance with the applicable laws. Invoices will only be accepted should they follow the instructions provided in writing. Any unilateral offsetting of accounts or issuance of invoices that contradict our indications will make the compensation process by KLOG unfeasible.

It is KLOG’s objective to constantly improve its internal processes and procedures in order to avoid potential inconveniences in the provided transport. That is, in fact, the intent of this Information Note, aimed at guaranteeing the continuous improvement of our services and the satisfaction of our Customers. To fully comply with this objective, we count on the diligent and conscientious collaboration of our Customers, who should gather, when they receive their goods, all the documentation pertinent to be included in a potential claim, which is intended to be quick, transparent and efficient. This Information Note is meant to help comply with this purpose. The present Information Note does not replace or derogate potential risk distribution provisions established within specific transport contract(s).
We are, as always, completely available to clarify any queries as to the present matter.

K-LOG Claims Department.

KLOG is extremely proud to have been awarded AEO F (Full) status by Customs.

It is indeed a great achievement to become an AEO certified freight forwarder in Portugal. Holding this accreditation sets us apart from our competitors. The certificate will help facilitate legitimate trade, reinforce security and safety, and harmonize and standardize the application of customs controls.

The AEO regime operates under the EU’s Union Customs Code and is recognized all over the world. The application process is extremely thorough and follows a rigorous and detailed audit process. The much-coveted AEO certification reflects the fact that KLOG’s operating procedures and quality standards are fully compliant with customs requirements. It also indicates that our position within the international supply chain is secure and that our customs procedures and controls are highly efficient.

On a global scene, the World Customs Organization (WCO) classifies an AEO certified company as complying with WCO or equivalent supply chain security standards. We believe that holding this certification will not only enhance our reputation as being a leading player within our industry, but offers trust and confidence to customers and prospective customers.

Mission

KLOG commits to design, implement and develop models of relationship with its customers which enables it to know and understand their needs and expectations, current and future, to ensure their complete satisfaction and create sustainable value.

Quality, Environment and Safety

KLOG considers its employees as the key factor for the success of the Company. Thus will promote their active participation in the analysis, preparation and implementation of actions aimed at improving the Quality, Environment and Safety.
KLOG commits to maintain an Integrated Quality Management Environment and Safety according to the NP EN ISO 9001, to ensure compliance with all applicable requirements including legislation and industry regulations.

Vision

To be recognised in the transport and logistics sector within the Iberian market as a leading company in service excellence, consistently providing customers with high quality standards and promoting responsible business and environmental practices.

Policy

Since its creation, KLOG has developed and accumulated its own experience and culture, which allows it to present itself with a prestigious image within the sector in which it operates.

The Administration’s strategic orientations are based on the following principles:

1) Dedication to clients, by guaranteeing the implementation and development of the relationship models that allow meeting and understanding their present and future needs and expectations in order to provide full satisfaction and sustainable value creation, promoting partnerships.

2) Promotion of partnerships with suppliers, through a careful selection that assures they faithfully comply with KLOG’s principles and values, focusing on the development of close business relationships that ensure superior quality services, cost reduction, continuous improvement of environmental performance, and respect for social policies, thus, also actively contributing to customer loyalty.

3) Employee involvement and development, through a complete integration process and regular monitoring, via the performance management model, ensuring high quality levels, promoting communication, interactivity, motivation, accountability, participation and accuracy. At the same time, we have reinforced our commitment to develop our employees’ skills through internal training programmes that promote continuous development.

4) Promote safe and healthy working conditions, by preventing occupational accidents and minimizing health and safety risks, promoting a safe work environment, focusing on preventing injuries, wounds, damage to health, and the safety of its employees, customers, external collaborators and visitors.

5) Promotion of environmental awareness, focusing on environmental protection, pollution prevention, sustainable use of natural resources, and raising awareness among all employees, culminating in the common goal of continuous improvement of environmental performance.

6) Continuous improvement of management systems, systematically optimising its processes through correct planning and full use of its technical and human resources. KLOG, based on the results of its management review, defines annual objectives and indicators that are reviewed and analysed on a monthly basis, promoting employee involvement throughout the entire process.

7) Compliance with the laws and regulations, applicable to KLOG and to management systems under the NP EN ISO 9001:2015, NP EN ISO 14001:2015, NP EN ISO 45001:2018 and AEO benchmarks that ensure compliance with all applicable requirements, including legislation, industry regulations and compliance obligations, giving primacy to compliance with the principles listed in the Code of Conduct and the Ethics Committee Regulations.

8) Employee participation and consultation, through their involvement, to seek their points of view on occupational health and safety prior to and during decision-making.

9) Involvement with the community, through projects, actions, and social initiatives, establishing an ethical and transparent dialogue with the stakeholders. Our participation takes into account their expectations and the social, cultural, economic, political and environmental context, reinforcing our commitment to sustainable development and social responsibility.

10) Financial Solvency, enabling assuring the financial commitments assumed in the medium and long term, leveraging future growth.

11) Data protection and information security, ensuring the confidentiality of the information that is relevant to the business, KLOG employees and business partners, by defining different levels of protection adjusted to the type of intrusion.