Date: Feb 19, 2012 - ATCO€¦ · P.O. Box 718 Dammam 31421 KSA P.O. Box 8077 Riyadh 11482 KSA P.O. Box 1298 Jeddah 21431 KSA Tel: +966 3 834 7892 Tel: +966 1 476 2241 ... questions

Quality Objectives

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www.atco.com.sa CR 2050002073 CR 1010006938 CR 40330057210 P.O. Box 718 Dammam 31421 KSA P.O. Box 8077 Riyadh 11482 KSA P.O. Box 1298 Jeddah 21431 KSA

Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837

[email protected] [email protected] [email protected]

East & West Express Code of Conduct

Build Trust and Credibility

The success of our business is dependent on the trust and confidence we earn from our

employees, customers and shareholders. We gain credibility by adhering to our

commitments, displaying honesty and integrity and reaching company goals solely through

honorable conduct. It is easy to say what we must do, but the proof is in our actions.

Ultimately, we will be judged on what we do.

When considering any action, it is wise to ask: will this build trust and credibility for East &

West Express? Will it help create a working environment in which East & West Express

can succeed over the long term? Is the commitment I am making one I can follow through

with? The only way we will maximize trust and credibility is by answering “yes” to those

questions and by working every day to build our trust and credibility.

Respect for the Individual

We all deserve to work in an environment where we are treated with dignity and respect.

East & West Express is committed to creating such an environment because it brings out

the full potential in each of us, which, in turn, contributes directly to our business success.

We cannot afford to let anyone’s talents go to waste.

East & West Express is an equal employment/affirmative action employer and is committed

to providing a workplace that is free of discrimination of all types from abusive, offensive

or harassing behavior. Any employee who feels harassed or discriminated against should

report the incident to his or her manager or to human resources.

Create a Culture of Open and Honest Communication

At East & West Express everyone should feel comfortable to speak his or her mind,

particularly with respect to ethics concerns. Managers have a responsibility to create an

open and supportive environment where employees feel comfortable raising such questions.

We all benefit tremendously when employees exercise their power to prevent mistakes or

wrongdoing by asking the right questions at the right times.

East & West Express will investigate all reported instances of questionable or unethical

behavior. In every instance where improper behavior is found to have occurred, the

company will take appropriate action. We will not tolerate retaliation against employees

who raise genuine ethics concerns in good faith.

Quality Objectives

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Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


For your information, East & West Express’s whistleblower policy is as follows:

Employees are encouraged, in the first instance, to address such issues with their managers

or the HR manager, as most problems can be resolved swiftly. If for any reason that is not

possible or if an employee is not comfortable raising the issue with his or her manager or

HR, East & West Express’s [Title of Executive Officer] does operate with an open-door

policy.

Set Tone at the Top

Management has the added responsibility for demonstrating, through their actions, the

importance of this Code. In any business, ethical behavior does not simply happen; it is the

product of clear and direct communication of behavioral expectations, modeled from the top

and demonstrated by example. Again, ultimately, our actions are what matters.

To make our Code work, managers must be responsible for promptly addressing ethical

questions or concerns raised by employees and for taking the appropriate steps to deal with

such issues. Managers should not consider employees’ ethics concerns as threats or

challenges to their authority, but rather as another encouraged form of business

communication. At East & West Express, we want the ethics dialogue to become a natural

part of daily work.

Uphold the Law

East & West Express’s commitment to integrity begins with complying with laws, rules and

regulations where we do business. Further, each of us must have an understanding of the

company policies, laws, rules and regulations that apply to our specific roles. If we are

unsure of whether a contemplated action is permitted by law or East & West Express

policy, we should seek the advice from the resource expert. We are responsible for

preventing violations of law and for speaking up if we see possible violations.

Because of the nature of our business, some legal requirements warrant specific mention

here.

Competition

We are dedicated to ethical, fair and vigorous competition. We will sell East & West

Express products and services based on their merit, superior quality, functionality and

competitive pricing. We will make independent pricing and marketing decisions and will

not improperly cooperate or coordinate our activities with our competitors. We will not

offer or solicit improper payments or gratuities in connection with the purchase of goods or

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Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


services for East & West Express or the sales of its products or services, nor will we engage

or assist in unlawful boycotts of particular customers.

Proprietary Information

It is important that we respect the property rights of others. We will not acquire or seek to

acquire improper means of a competitor’s trade secrets or other proprietary or confidential

information. We will not engage in unauthorized use, copying, distribution or alteration of

software or other intellectual property.

Selective Disclosure

We will not selectively disclose (whether in one-on-one or small discussions, meetings,

presentations, proposals or otherwise) any material nonpublic information with respect to

East & West Express, its securities, business operations, plans, financial condition, results

of operations or any development plan. We should be particularly vigilant when making

presentations or proposals to customers to ensure that our presentations do not contain

material nonpublic information.

Health and Safety

East & West Express is dedicated to maintaining a healthy environment. A safety manual

has been designed to educate you on safety in the workplace. If you do not have a copy of

this manual, please see your HR department.

Avoid Conflicts of Interest

Conflicts of Interest

We must avoid any relationship or activity that might impair, or even appear to impair, our

ability to make objective and fair decisions when performing our jobs. At times, we may be

faced with situations where the business actions we take on behalf of East & West Express

may conflict with our own personal or family interests because of the course of action that

is best for us personally may not also be the best course of action for East & West Express.

We owe a duty to East & West Express to advance its legitimate interests when the

opportunity to do so arises. We must never use East & West Express property or

information for personal gain or personally take for ourselves any opportunity that is

discovered through our position with East & West Express.

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Here are some other ways in which conflicts of interest could arise:

1. Being employed (you or a close family member) by, or acting as a consultant to, a

competitor or potential competitor, supplier or contractor, regardless of the nature of the

employment, while you are employed with East & West Express.

2. Hiring or supervising family members or closely related persons.

3. Serving as a board member for an outside commercial company or organization.

4. Owning or having a substantial interest in a competitor, supplier or contractor.

5. Having a personal interest, financial interest or potential gain in any East & West Express

transaction.

6. Placing company business with a firm owned or controlled by a East & West Express

employee or his or her family.

7. Accepting gifts, discounts, favors or services from a customer/potential customer,

competitor or supplier, unless equally available to all East & West Express employees.

Determining whether a conflict of interest exists is not always easy to do. Employees with a

conflict of interest question should seek advice from management. Before engaging in any

activity, transaction or relationship that might give rise to a conflict of interest, employees

must seek review from their managers or the HR department.

Gifts, Gratuities and Business Courtesies

East & West Express is committed to competing solely on a merit of our products and

services. We should avoid any actions that create a perception that favorable treatment of

outside entities by East & West Express was sought, received or given in exchange for

personal business courtesies. Business courtesies include gifts, gratuities, meals,

refreshments, entertainment or other benefits from persons or companies with whom East &

West Express does or may do business. We will neither give nor accept business courtesies

that constitute, or could reasonably be perceived as constituting, unfair business

inducements that would violate law, regulation or polices of East & West Express or

customers, or would cause embarrassment or reflect negatively on East & West Express’s

reputation.

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Accepting Business Courtesies

Most business courtesies offered to us in the course of our employment are offered because of our

positions at East & West Express. We should not feel any entitlement to accept and keep a

business courtesy. Although we may not use our position at East & West Express to obtain

business courtesies, and we must never ask for them, we may accept unsolicited business

courtesies that promote successful working relationships and good will with the firms that

East & West Express maintains or may establish a business relationship with.

Employees who award contracts or who can influence the allocation of business, who create

specifications that result in the placement of business or who participate in negotiation of

contracts must be particularly careful to avoid actions that create the appearance of

favoritism or that may adversely affect the company’s reputation for impartiality and fair

dealing. The prudent course is to refuse a courtesy from a supplier when East & West

Express is involved in choosing or reconfirming a supplier or under circumstances that

would create an impression that offering courtesies is the way to obtain East & West

Express business.

Meals, Refreshments and Entertainment

We may accept occasional meals, refreshments, entertainment and similar business

courtesies that are shared with the person who has offered to pay for the meal or

entertainment, provided that:

• They are not inappropriately lavish or excessive.

• The courtesies are not frequent and do not reflect a pattern of frequent acceptance of

courtesies from the same person or entity.

• The courtesy does not create the appearance of an attempt to influence business decisions,

such as accepting courtesies or entertainment from a supplier whose contract is expiring in

the near future.

• The employee accepting the business courtesy would not feel uncomfortable discussing

the courtesy with his or her manager or co-worker or having the courtesies known by the

public.

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Gifts

Employees may accept unsolicited gifts, other than money, that conform to the reasonable

ethical practices of the marketplace, including:

• Flowers, fruit baskets and other modest presents that commemorate a special occasion.

• Gifts of nominal value, such as calendars, pens, mugs, caps and t-shirts (or other novelty,

advertising or promotional items).

Generally, employees may not accept compensation, honoraria or money of any amount

from entities with whom East & West Express does or may do business. Tangible gifts

(including tickets to a sporting or entertainment event) that have a market value greater than

$100 may not be accepted unless approval is obtained from management.

Employees with questions about accepting business courtesies should talk to their managers

or the HR department.

Offering Business Courtesies

Any employee who offers a business courtesy must assure that it cannot reasonably be

interpreted as an attempt to gain an unfair business advantage or otherwise reflect

negatively upon East & West Express. An employee may never use personal funds or

resources to do something that cannot be done with East & West Express resources.

Accounting for business courtesies must be done in accordance with approved company

procedures.

Other than to our government customers, for whom special rules apply, we may provide

nonmonetary gifts (i.e., company logo apparel or similar promotional items) to our

customers. Further, management may approve other courtesies, including meals,

refreshments or entertainment of reasonable value provided that:

• The practice does not violate any law or regulation or the standards of conduct of the

recipient’s organization.

• The business courtesy is consistent with industry practice, is infrequent in nature and is

not lavish.

• The business courtesy is properly reflected on the books and records of East & West

Express.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Set Metrics and Report Results Accurately

Accurate Public Disclosures

We will make certain that all disclosures made in financial reports and public documents

are full, fair, accurate, timely and understandable. This obligation applies to all employees,

including all financial executives, with any responsibility for the preparation for such

reports, including drafting, reviewing and signing or certifying the information contained

therein. No business goal of any kind is ever an excuse for misrepresenting facts or

falsifying records.

Employees should inform Executive Management and the HR department if they learn that

information in any filing or public communication was untrue or misleading at the time it

was made or if subsequent information would affect a similar future filing or public

communication.

Corporate Recordkeeping

We create, retain and dispose of our company records as part of our normal course of

business in compliance with all East & West Express policies and guidelines, as well as all

regulatory and legal requirements.

All corporate records must be true, accurate and complete, and company data must be

promptly and accurately entered in our books in accordance with East & West Express’s

and other applicable accounting principles.

We must not improperly influence, manipulate or mislead any unauthorized audit, nor

interfere with any auditor engaged to perform an internal independent audit of East & West

Express books, records, processes or internal controls.

Promote Substance over Form

At times, we are all faced with decisions we would rather not have to make and issues we

would prefer to avoid. Sometimes, we hope that if we avoid confronting a problem, it will

simply go away.

At East & West Express, we must have the courage to tackle the tough decisions and make

difficult choices; secure in the knowledge that East & West Express is committed to doing

the right thing. At times this will mean doing more than simply what the law requires.

Merely because we can pursue a course of action does not mean we should do so.

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Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Although East & West Express’s guiding principles cannot address every issue or provide

answers to every dilemma, they can define the spirit in which we intend to do business and

should guide us in our daily conduct.

Accountability

Each of us is responsible for knowing and adhering to the values and standards set forth in

this Code and for raising questions if we are uncertain about company policy. If we are

concerned whether the standards are being met or are aware of violations of the Code, we

must contact the HR department.

East & West Express takes seriously the standards set forth in the Code, and violations are

cause for disciplinary action up to and including termination of employment.

Be Loyal

Confidential and Proprietary Information

Integral to East & West Express’s business success is our protection of confidential

company information, as well as nonpublic information entrusted to us by employees,

customers and other business partners. Confidential and proprietary information includes

such things as pricing and financial data, customer names/addresses or nonpublic

information about other companies, including current or potential supplier and vendors. We

will not disclose confidential and nonpublic information without a valid business purpose

and proper authorization.

Use of Company Resources

Company resources, including time, material, equipment and information, are provided for

company business use. Nonetheless, occasional personal use is permissible as long as it

does not affect job performance or cause a disruption to the workplace.

Employees and those who represent East & West Express are trusted to behave responsibly

and use good judgment to conserve company resources. Managers are responsible for the

resources assigned to their departments and are empowered to resolve issues concerning

their proper use.

Generally, we will not use company equipment such as computers, copiers and fax

machines in the conduct of an outside business or in support of any religious, political or

other outside daily activity, except for company-requested support to nonprofit

organizations. We will not solicit contributions nor distribute non-work related materials

during work hours.

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Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


In order to protect the interests of the East & West Express network and our fellow

employees, East & West Express reserves the right to monitor or review all data and

information contained on an employee’s company-issued computer or electronic device, the

use of the Internet or East & West Express’s intranet. We will not tolerate the use of

company resources to create, access, store, print, solicit or send any materials that are

harassing, threatening, abusive, sexually explicit or otherwise offensive or inappropriate.

Questions about the proper use of company resources should be directed to your manager.

Media Inquiries

East & West Express is a high-profile company in our community, and from time to time,

employees may be approached by reporters and other members of the media. In order to

ensure that we speak with one voice and provide accurate information about the company,

we should direct all media inquiries to the [Public Relations Executive]. No one may issue a

press release without first consulting with the [Public Relations Executive].

Do the Right Thing

Several key questions can help identify situations that may be unethical, inappropriate or

illegal. Ask yourself:

• Does what I am doing comply with the East & West Express guiding principles, Code of

Conduct and company policies?

• Have I been asked to misrepresent information or deviate from normal procedure?

• Would I feel comfortable describing my decision at a staff meeting?

• How would it look if it made the headlines?

• Am I being loyal to my family, my company and myself?

• What would I tell my child to do?

• Is this the right thing to do?

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


HEAD OFFICE ORGANIZATIONAL CHART

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OPERATION ORGANIZATIONAL CHART

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General Manager

Reports to the Chairman and is responsible for all development and planning within the

Company, maintains the financial stability and provides a communication channel through

the organization to convey the significance of meeting client requirements. Ensures a safe

working environment for the staff.

Regional Manager

Responsible for all activity throughout the appointed region including the availability of

resources needed for the effective operation of international removals. Reports to the

General Manager.

Traffic Manager

Is responsible for Customs documentation, transportation and bonded operations

throughout the organization.

Sea Freight / Export

Handling all sea export shipments including booking with shipping lines, liaising with

agents, completing documentation and collaboration with the Billing Department. Prepares

quotations for customers as per their request. Co-ordinates with the shipping lines for

releasing of the required container(s) for any shipment.

Air Freight Officer / Export

Handles all export air freight documentation, liaising with airlines for booking and follow-up

and updates customers accordingly.

Scheduling & Local Moves Officer

Co-ordinates all international removals including pre-move survey, quotation, scheduling,

documentation, pre-alert to destination agent. Arranges insurance if required by the

customer.

Customs Clearance Manager

Responsible for all Customs clearance administration including supervision of

documentation and attendance at ports as required.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Billing Department

Responsible for all accounting matters including management, supervision and co-

ordination of the Company’s finance function to ensure timely, efficient and accurate

maintenance of accounting records.

HR Department

Maintains all employee records including training certificates, permits etc.

Sales Manager

Responsible for meeting sales targets and continuous effort to increase market share.

Sales Executive

Responsible for servicing existing clients and sourcing sales leads with the view to

converting into new business.

Estimator

Responsible for carrying out pre-move survey and providing sufficient information to enable

quotation to be prepared.

Operations Manager

Manages the Operations Department in its entirety and ensures that the department meets

its targets in line with Company strategy. Implements the Company policies and

procedures. Responsible for the proper maintenance of the terminal and warehouse.

Recommends to management improvements in work procedures, equipment and facilities.

General Supervisor - Operations

Manages the day-to-day activities of the Operations Department, especially the packing,

pickup and delivery jobs. Ensures that crews and drivers are fully equipped to carry out

their daily assignments.

Warehouse Supervisor

Ensures that the Warehouse is well organized and that all shipments can be accessed

easily whenever needed; also responsible for stock control and issues packing materials

as required. Organizes daily work flow including facilitating shipments checking and

coding, deliveries and picks ups. Checks temperature controlled warehouses on daily

basis and keeps a maintenance schedule for the air conditioning units.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Administrative Assistant

Assists the Operations Manager in all administrative activities by the department. Controls

fuel slips of the vehicles and keeps a record of the mileage and consumed fuel of each

vehicle. Maintains records on all personnel to keep management informed of their status

and liaises with the Human Resources Department in all such matters requiring

compliance with Company policies and procedures.

Packer Supervisor

Supervises and monitors a team of packers to ensure proper and professional packing of

household goods and furniture.

Packer

Packing and unpacking of furniture and house hold items in a professional matter with an

eye for details and accurate usage of packing material.

Mechanic

Daily and periodic maintenance of the Company’s vehicles and forklifts to guarantee

continual functionality of the vehicles.

Warehouse Staff

Assists Warehouse Supervisor as directed.

Forklift Operator

Operates the forklift to segregate and arrange shipments in the warehouse.

Driver

Drives the Company’s tractor-trailers safely to deliver or pick up shipments either intra or

inter-region.

Carpenter

Disassembles and assembles furniture when needed. Inspects furniture for damage and

repairs as required.

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With a highly competent workforce, state-of-the-art equipment, large trucking fleet, strategically-placed temperature-controlled warehouses and modern computerized offices, East & West Express aims to offer a one-stop transportation and logistics services on a domestic and international basis to its clients for both domestic and international removals.

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East & West Express fully accepts its responsibility to minimize the impact that its activities

may have on the quality of the environment. Management and staff have undertaken to

adopt and comply with an environmental policy appropriate for our activities.

The Company has implemented a program which aims to improve environmental quality by

reducing the impact of day-to-day operations.

It is the policy of the Company to:

· re-use/re-cycle packing materials whenever possible - including wooden lift vans and paper-based product

· source materials to be from a sustainable origin · use discarded office paper as 'scrap' · use e-mail for all correspondence (when possible) · develop a system whereby most documents are computer generated · regularly service and maintain all vehicles to manufacturer's specification · schedule and co-load shipments whenever possible

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Customers / clients are the centre of East & West Express focus. They set the

standards for performance, reliability, and service. Our Customers define the

quality we are expected to deliver.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


East & West Express Code of Conduct

Build Trust and Credibility

The success of our business is dependent on the trust and confidence we earn from our

employees, customers and shareholders. We gain credibility by adhering to our

commitments, displaying honesty and integrity and reaching company goals solely through

honorable conduct. It is easy to say what we must do, but the proof is in our actions.

Ultimately, we will be judged on what we do.

When considering any action, it is wise to ask: will this build trust and credibility for East &

West Express? Will it help create a working environment in which East & West Express

can succeed over the long term? Is the commitment I am making one I can follow through

with? The only way we will maximize trust and credibility is by answering “yes” to those

questions and by working every day to build our trust and credibility.

Respect for the Individual

We all deserve to work in an environment where we are treated with dignity and respect.

East & West Express is committed to creating such an environment because it brings out

the full potential in each of us, which, in turn, contributes directly to our business success.

We cannot afford to let anyone’s talents go to waste.

East & West Express is an equal employment/affirmative action employer and is committed

to providing a workplace that is free of discrimination of all types from abusive, offensive

or harassing behavior. Any employee who feels harassed or discriminated against should

report the incident to his or her manager or to human resources.

Create a Culture of Open and Honest Communication

At East & West Express everyone should feel comfortable to speak his or her mind,

particularly with respect to ethics concerns. Managers have a responsibility to create an

open and supportive environment where employees feel comfortable raising such questions.

We all benefit tremendously when employees exercise their power to prevent mistakes or

wrongdoing by asking the right questions at the right times.

East & West Express will investigate all reported instances of questionable or unethical

behavior. In every instance where improper behavior is found to have occurred, the

company will take appropriate action. We will not tolerate retaliation against employees

who raise genuine ethics concerns in good faith.

Quality Objectives

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Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


For your information, East & West Express’s whistleblower policy is as follows:

Employees are encouraged, in the first instance, to address such issues with their managers

or the HR manager, as most problems can be resolved swiftly. If for any reason that is not

possible or if an employee is not comfortable raising the issue with his or her manager or

HR, East & West Express’s [Title of Executive Officer] does operate with an open-door

policy.

Set Tone at the Top

Management has the added responsibility for demonstrating, through their actions, the

importance of this Code. In any business, ethical behavior does not simply happen; it is the

product of clear and direct communication of behavioral expectations, modeled from the top

and demonstrated by example. Again, ultimately, our actions are what matters.

To make our Code work, managers must be responsible for promptly addressing ethical

questions or concerns raised by employees and for taking the appropriate steps to deal with

such issues. Managers should not consider employees’ ethics concerns as threats or

challenges to their authority, but rather as another encouraged form of business

communication. At East & West Express, we want the ethics dialogue to become a natural

part of daily work.

Uphold the Law

East & West Express’s commitment to integrity begins with complying with laws, rules and

regulations where we do business. Further, each of us must have an understanding of the

company policies, laws, rules and regulations that apply to our specific roles. If we are

unsure of whether a contemplated action is permitted by law or East & West Express

policy, we should seek the advice from the resource expert. We are responsible for

preventing violations of law and for speaking up if we see possible violations.

Because of the nature of our business, some legal requirements warrant specific mention

here.

Competition

We are dedicated to ethical, fair and vigorous competition. We will sell East & West

Express products and services based on their merit, superior quality, functionality and

competitive pricing. We will make independent pricing and marketing decisions and will

not improperly cooperate or coordinate our activities with our competitors. We will not

offer or solicit improper payments or gratuities in connection with the purchase of goods or

Quality Objectives

Page 20-67


Tel: +966 3 834 7892 Tel: +966 1 476 2241 Tel: +966 2 691 2204

Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


services for East & West Express or the sales of its products or services, nor will we engage

or assist in unlawful boycotts of particular customers.

Proprietary Information

It is important that we respect the property rights of others. We will not acquire or seek to

acquire improper means of a competitor’s trade secrets or other proprietary or confidential

information. We will not engage in unauthorized use, copying, distribution or alteration of

software or other intellectual property.

Selective Disclosure

We will not selectively disclose (whether in one-on-one or small discussions, meetings,

presentations, proposals or otherwise) any material nonpublic information with respect to

East & West Express, its securities, business operations, plans, financial condition, results

of operations or any development plan. We should be particularly vigilant when making

presentations or proposals to customers to ensure that our presentations do not contain

material nonpublic information.

Health and Safety

East & West Express is dedicated to maintaining a healthy environment. A safety manual

has been designed to educate you on safety in the workplace. If you do not have a copy of

this manual, please see your HR department.

Avoid Conflicts of Interest

Conflicts of Interest

We must avoid any relationship or activity that might impair, or even appear to impair, our

ability to make objective and fair decisions when performing our jobs. At times, we may be

faced with situations where the business actions we take on behalf of East & West Express

may conflict with our own personal or family interests because of the course of action that

is best for us personally may not also be the best course of action for East & West Express.

We owe a duty to East & West Express to advance its legitimate interests when the

opportunity to do so arises. We must never use East & West Express property or

information for personal gain or personally take for ourselves any opportunity that is

discovered through our position with East & West Express.

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Here are some other ways in which conflicts of interest could arise:

1. Being employed (you or a close family member) by, or acting as a consultant to, a

competitor or potential competitor, supplier or contractor, regardless of the nature of the

employment, while you are employed with East & West Express.

2. Hiring or supervising family members or closely related persons.

3. Serving as a board member for an outside commercial company or organization.

4. Owning or having a substantial interest in a competitor, supplier or contractor.

5. Having a personal interest, financial interest or potential gain in any East & West Express

transaction.

6. Placing company business with a firm owned or controlled by a East & West Express

employee or his or her family.

7. Accepting gifts, discounts, favors or services from a customer/potential customer,

competitor or supplier, unless equally available to all East & West Express employees.

Determining whether a conflict of interest exists is not always easy to do. Employees with a

conflict of interest question should seek advice from management. Before engaging in any

activity, transaction or relationship that might give rise to a conflict of interest, employees

must seek review from their managers or the HR department.

Gifts, Gratuities and Business Courtesies

East & West Express is committed to competing solely on a merit of our products and

services. We should avoid any actions that create a perception that favorable treatment of

outside entities by East & West Express was sought, received or given in exchange for

personal business courtesies. Business courtesies include gifts, gratuities, meals,

refreshments, entertainment or other benefits from persons or companies with whom East &

West Express does or may do business. We will neither give nor accept business courtesies

that constitute, or could reasonably be perceived as constituting, unfair business

inducements that would violate law, regulation or polices of East & West Express or

customers, or would cause embarrassment or reflect negatively on East & West Express’s

reputation.

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Accepting Business Courtesies

Most business courtesies offered to us in the course of our employment are offered because of our

positions at East & West Express. We should not feel any entitlement to accept and keep a

business courtesy. Although we may not use our position at East & West Express to obtain

business courtesies, and we must never ask for them, we may accept unsolicited business

courtesies that promote successful working relationships and good will with the firms that

East & West Express maintains or may establish a business relationship with.

Employees who award contracts or who can influence the allocation of business, who create

specifications that result in the placement of business or who participate in negotiation of

contracts must be particularly careful to avoid actions that create the appearance of

favoritism or that may adversely affect the company’s reputation for impartiality and fair

dealing. The prudent course is to refuse a courtesy from a supplier when East & West

Express is involved in choosing or reconfirming a supplier or under circumstances that

would create an impression that offering courtesies is the way to obtain East & West

Express business.

Meals, Refreshments and Entertainment

We may accept occasional meals, refreshments, entertainment and similar business

courtesies that are shared with the person who has offered to pay for the meal or

entertainment, provided that:

• They are not inappropriately lavish or excessive.

• The courtesies are not frequent and do not reflect a pattern of frequent acceptance of

courtesies from the same person or entity.

• The courtesy does not create the appearance of an attempt to influence business decisions,

such as accepting courtesies or entertainment from a supplier whose contract is expiring in

the near future.

• The employee accepting the business courtesy would not feel uncomfortable discussing

the courtesy with his or her manager or co-worker or having the courtesies known by the

public.

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Gifts

Employees may accept unsolicited gifts, other than money, that conform to the reasonable

ethical practices of the marketplace, including:

• Flowers, fruit baskets and other modest presents that commemorate a special occasion.

• Gifts of nominal value, such as calendars, pens, mugs, caps and t-shirts (or other novelty,

advertising or promotional items).

Generally, employees may not accept compensation, honoraria or money of any amount

from entities with whom East & West Express does or may do business. Tangible gifts

(including tickets to a sporting or entertainment event) that have a market value greater than

$100 may not be accepted unless approval is obtained from management.

Employees with questions about accepting business courtesies should talk to their managers

or the HR department.

Offering Business Courtesies

Any employee who offers a business courtesy must assure that it cannot reasonably be

interpreted as an attempt to gain an unfair business advantage or otherwise reflect

negatively upon East & West Express. An employee may never use personal funds or

resources to do something that cannot be done with East & West Express resources.

Accounting for business courtesies must be done in accordance with approved company

procedures.

Other than to our government customers, for whom special rules apply, we may provide

nonmonetary gifts (i.e., company logo apparel or similar promotional items) to our

customers. Further, management may approve other courtesies, including meals,

refreshments or entertainment of reasonable value provided that:

• The practice does not violate any law or regulation or the standards of conduct of the

recipient’s organization.

• The business courtesy is consistent with industry practice, is infrequent in nature and is

not lavish.

• The business courtesy is properly reflected on the books and records of East & West

Express.

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Set Metrics and Report Results Accurately

Accurate Public Disclosures

We will make certain that all disclosures made in financial reports and public documents

are full, fair, accurate, timely and understandable. This obligation applies to all employees,

including all financial executives, with any responsibility for the preparation for such

reports, including drafting, reviewing and signing or certifying the information contained

therein. No business goal of any kind is ever an excuse for misrepresenting facts or

falsifying records.

Employees should inform Executive Management and the HR department if they learn that

information in any filing or public communication was untrue or misleading at the time it

was made or if subsequent information would affect a similar future filing or public

communication.

Corporate Recordkeeping

We create, retain and dispose of our company records as part of our normal course of

business in compliance with all East & West Express policies and guidelines, as well as all

regulatory and legal requirements.

All corporate records must be true, accurate and complete, and company data must be

promptly and accurately entered in our books in accordance with East & West Express’s

and other applicable accounting principles.

We must not improperly influence, manipulate or mislead any unauthorized audit, nor

interfere with any auditor engaged to perform an internal independent audit of East & West

Express books, records, processes or internal controls.

Promote Substance over Form

At times, we are all faced with decisions we would rather not have to make and issues we

would prefer to avoid. Sometimes, we hope that if we avoid confronting a problem, it will

simply go away.

At East & West Express, we must have the courage to tackle the tough decisions and make

difficult choices, secure in the knowledge that East & West Express is committed to doing

the right thing. At times this will mean doing more than simply what the law requires.

Merely because we can pursue a course of action does not mean we should do so.

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Although East & West Express’s guiding principles cannot address every issue or provide

answers to every dilemma, they can define the spirit in which we intend to do business and

should guide us in our daily conduct.

Accountability

Each of us is responsible for knowing and adhering to the values and standards set forth in

this Code and for raising questions if we are uncertain about company policy. If we are

concerned whether the standards are being met or are aware of violations of the Code, we

must contact the HR department.

East & West Express takes seriously the standards set forth in the Code, and violations are

cause for disciplinary action up to and including termination of employment.

Be Loyal

Confidential and Proprietary Information

Integral to East & West Express’s business success is our protection of confidential

company information, as well as nonpublic information entrusted to us by employees,

customers and other business partners. Confidential and proprietary information includes

such things as pricing and financial data, customer names/addresses or nonpublic

information about other companies, including current or potential supplier and vendors. We

will not disclose confidential and nonpublic information without a valid business purpose

and proper authorization.

Use of Company Resources

Company resources, including time, material, equipment and information, are provided for

company business use. Nonetheless, occasional personal use is permissible as long as it

does not affect job performance or cause a disruption to the workplace.

Employees and those who represent East & West Express are trusted to behave responsibly

and use good judgment to conserve company resources. Managers are responsible for the

resources assigned to their departments and are empowered to resolve issues concerning

their proper use.

Generally, we will not use company equipment such as computers, copiers and fax

machines in the conduct of an outside business or in support of any religious, political or

other outside daily activity, except for company-requested support to nonprofit

organizations. We will not solicit contributions nor distribute non-work related materials

during work hours.

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In order to protect the interests of the East & West Express network and our fellow

employees, East & West Express reserves the right to monitor or review all data and

information contained on an employee’s company-issued computer or electronic device, the

use of the Internet or East & West Express’s intranet. We will not tolerate the use of

company resources to create, access, store, print, solicit or send any materials that are

harassing, threatening, abusive, sexually explicit or otherwise offensive or inappropriate.

Questions about the proper use of company resources should be directed to your manager.

Media Inquiries

East & West Express is a high-profile company in our community, and from time to time,

employees may be approached by reporters and other members of the media. In order to

ensure that we speak with one voice and provide accurate information about the company,

we should direct all media inquiries to the [Public Relations Executive]. No one may issue a

press release without first consulting with the [Public Relations Executive].

Do the Right Thing

Several key questions can help identify situations that may be unethical, inappropriate or

illegal. Ask yourself:

• Does what I am doing comply with the East & West Express guiding principles, Code of

Conduct and company policies?

• Have I been asked to misrepresent information or deviate from normal procedure?

• Would I feel comfortable describing my decision at a staff meeting?

• How would it look if it made the headlines?

• Am I being loyal to my family, my company and myself?

• What would I tell my child to do?

• Is this the right thing to do?

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DATA PRIVACY PROTECTION PROCEDURES

Policy Brief & Purpose

Our Data Protection company policy refers to the company’s commitment to treat information of employees, customers, agents or other interested parties with the utmost care and confidentiality.

With this policy we ensure that our company behaves in a fair and moral manner concerning the gathering, storing and handling of data. This process will be carried out with transparency and respect towards the rights of individuals who entrust it with their information.

Scope

This policy applies to all parties (employees, job candidates, customers, suppliers etc.) who provide any amount of information to the company. The policy will be followed by all employees of the company and its subsidiaries as well as contractors, consultants, partners, branches and any other external entity. Generally, it refers to anyone who is in close collaboration with the company or acts on its behalf and may need occasional access to data.

Policy elements

The company will need to obtain and process information of people that will serve its business purposes. The information may refer to any offline or online information that makes a person identifiable such as names, addresses, usernames and passwords, digital footprints, photographs, social security numbers, financial data etc.

The company commits to collect this information in a transparent way and only with the full cooperation and knowledge of interested parties. Once this information is available to the company, the following rules are mandatory:

The data will be collected fairly and for lawful purposes only The data will be processed by the company within its legal and moral

boundaries The data will not be stored for more than the specified amount of time The data will be accurate and kept up-to-date

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The data will not be distributed to any party other than the ones agreed upon by the owner of the data (exempting legitimate requests from law enforcement authorities)

The data will not be transferred to organizations, states or countries that do not have adequate data protection policies

The data will not be communicated informally The data will be protected against any unauthorized or illegal access by

internal or external parties

In addition to ways of handling the data the company has direct obligations towards people to whom the data belongs. Specifically the company must:

Let people know which of their data is collected Inform people about how their data will be processed Inform people about who has access to their information Allow people to request the modification, erasing, reduction or correction of

the data contained in the company’s databases Have provisions in cases of lost, corrupted or compromised data

Actions & Procedures

To exercise data protection the company is committed to:

Develop transparent data collection procedures Establish data protection practices (document shredding, secure locks, data

encryption, frequent backups, access authorization etc.) Build secure networks to protect online data from cyber attacks Include contract clauses or communicate statements on how data will be

handled Inform individuals of the amount of time that their data will be preserved Declare its data protection provisions publicly (e.g. on website) Ensure all concerned parties have read the policy and adhere to it Train employees in online privacy and security measures Restrict and monitor access to sensitive data Establish clear procedures for reporting breach of privacy or data misuse

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Data collection

Informed consent is when

An Individual/Service User clearly understands why their information is needed, who it will be shared with, the possible consequences of them agreeing or refusing the proposed use of the data

And then gives their consent.

Our company will ensure that data is collected within the boundaries defined in this policy. This applies to data that is collected in person, or by completing a form.

When collecting data, EWE will ensure that the Individual/Service User:

a) Clearly understands why the information is needed

b) Understands what it will be used for and what the consequences are should the Individual/Service User decide not to give consent to processing

c) As far as reasonably possible, grants explicit consent, either written or verbal for data to be processed

d) Is, as far as reasonably practicable, competent enough to give consent and has given so freely without any duress

e) Has received sufficient information on why their data is needed and how it will be used

Disciplinary Consequences

All principles described in this policy must be strictly followed. A breach of data protection guidelines will invoke disciplinary and possibly legal action.

This policy will be updated as necessary to reflect best practice in data management, security and control and to ensure compliance with any changes or amendments made by the management.

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ANTI –BRIBERY AND ANTI-CORRUPTION CHARTER

Introduction This document defines Control Risks’ policy on the avoidance of bribery and corruption. It has the endorsement of the Group’s Board of Directors and will be regularly reviewed by the Board to ensure that it reflects any changes in applicable laws and developments in acceptable standards for the conduct of business. Our company is committed to maintaining the highest ethical standards and vigorously enforces the integrity of its business practices wherever it operates throughout the world. The company will not engage in bribery or corruption. Adherence to the clear guidelines set out in this policy will ensure that the company and its employees comply with anti-bribery and anti-corruption laws and governmental guidance. The policy reflects the Board’s wish to embed a culture of best practice in anti-bribery and anti-corruption measures, and enforcement of the policy will reduce the risk that the company or any employee will incur any criminal

liability or reputational damage. Control Risks’ staffs are expected to use their judgment not just to avoid malpractice but to promote good practice. Scope This policy applies to all Control Risks’ employees worldwide. 1. Definitions Business integrity Business integrity involves the application of the company’s core

values. The opposite of integrity is dishonest behavior, including corruption that could undermine Control Risks’ reputation for fair dealing.

Bribery Bribery, in broad terms, is the receiving or offering of undue reward or

anything of value and includes payments to secure a business advantage, financial or otherwise, to which the company is not entitled. Anything of value can be a bribe, including a gift in kind or some other favor such as an offer of employment to a relative of the person being bribed. It will involve the giver and the receiver in the improper performance of a personal, company or official responsibility.

Corruption can include graft, bribery, facilitation payments or other forms of improper business practice. It has the same attributes as set out under Bribery above. It can be summarized as the misuse of

entrusted power or office, whether in the public or private sector, for private gain.

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Kickbacks Kickbacks arise when suppliers or service providers pay part of their

fees to the individuals who give them the contract or some other business advantage.

Facilitation Facilitation payments are small bribes to officials with a view to

speeding up routine governmental transactions to which the payer is already entitled. Examples include payments to speed up customs clearances and extra fees to officials to secure electricity connections.

2. Policy 2.1 Bribes and kickbacks The company does not take part in acts of corruption, or pay bribes or receive kickbacks either directly or indirectly. The company prohibits its employees from engaging in acts of

corruption, and from paying bribes or kickbacks to, or accepting bribes or kickbacks from, public officials and private individuals such as the personnel of companies with which the company does business. A typical example of indirect bribery would be a case where a

company employs a commercial agent to help it win a government contract. The agent is paid by commission based on a percentage of the contract fee, and part of that commission is passed on to a government official. The company does not tolerate such practices in any form or wherever paid. It is the responsibility of all employees who are involved at any time in engaging the services of external consultants, suppliers or advisers to ensure that such individuals are made aware of the content of the company’s Anti-Bribery and Anti-Corruption policy at the outset of the relationship and on a regular basis thereafter. 2.2 Facilitation payments

The company and its employees will not make facilitation payments even if such payments are local practice or custom. The company accepts that refusal to make illicit payments may lead to commercial delays, for example, in the processing of government papers, and that there may be a commercial cost to the company attributable to this policy. If company employees encounter a demand for a facilitation payment, or think they are likely to do so, they should report the situation to their line manager without delay. Line managers will then ensure that the Regional Director is informed at the earliest possible opportunity. The company recognizes that demands for facilitation payments are often backed by a form of extortion and that in exceptional circumstances resistance may not be feasible. An extreme example would be a demand for payment to secure an emergency admission into hospital. In such circumstances, the company accepts that staff will need to use their best judgment. Staff must report any incident where they feel forced to make a facilitation payment to their line manager at the earliest opportunity. The company will stand by employees who find themselves placed in exceptional situations provided that the employee has provided absolute transparency as to the circumstances.

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2.3 Public officials

Bribing or corrupting a public official is a serious offence can carry severe penalties and can cause significant reputational damage. This policy provides detailed guidelines on gifts and hospitality. Approval must be secured in advance in relation to gifts or benefits received from or offered to public officials, particularly the giving of anything of value to a public official. Offers of internships to government officials or employees of state-owned enterprises must be approved in advance by the Global HR Director and the Group General Counsel. 2.4 Gifts, hospitality and expenses

Company employees may not offer to, or accept from, third parties, gifts, hospitality, rewards, benefits or other incentives that could affect either party’s impartiality, influence a business decision or lead to the improper performance of an official duty. Similarly, they may not offer or accept cash donations. Company employees may offer and accept ‘reasonable’ and ‘proportionate’ gifts and entertainment, such as dinner, theatre parties or sporting events. In determining what is ‘reasonable’ and ‘proportionate’, employees should consider the value of the gift or benefit (see below), as well as the frequency with which the same or similar. Gift or benefit is offered. In all cases they must ensure that the gift or benefit: • is being given as an expression of goodwill and not in expectation of a return favor (a gift designed to secure a return favor could be seen as a bribe). • is commensurate with generally accepted standards for hospitality taking into account the norms for the industry/professional sector in which it is offered. • is being provided openly and transparently, and is of a nature that will not cause the company embarrassment if publicly reported. • complies with local laws and regulations, including the recipient’s own rules (bearing in mind that government rules on offering and receiving gifts or benefit are often particularly tight). • meets the value limits set by the company and has all required approvals. In cases of uncertainty, employees must seek advice from their line managers.

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2.5 Personal conflicts of interest Company employees must avoid situations or transactions in which their personal interests could conflict or might be seen to be in conflict with the interests of the company. This includes: acting on any client information gained through their employment with the company for personal gain; passing such information to a third party; or acting in any way that could be construed as insider trading. Conflicts of interest can arise if individuals have a personal interest in business dealings involving the company. Personal interest can be direct or indirect, and refers not only to personal interests but to those of family members and friends. If there is a potential for conflict, the interests of the company must take priority. Employees must disclose any personal conflict of interest or perceived conflict to their line manager. For company conflicts of interest see Conflicts of Interest policy. 2.6 Charitable donations

As part of its corporate citizenship activities, the company may support local charities or provide sponsorship, for example, to sporting or cultural events. Any such sponsorship must be transparent and properly documented. The company will only provide donations to organizations that serve a legitimate public purpose, and which are themselves subject to high standards of transparency and accountability. Appropriate due diligence must be conducted on the proposed recipient charity and a full understanding obtained as to its bona fides.

2.7 Political activities

The company has a policy of strict political neutrality; it does not make donations to any political parties, organizations, or individuals engaged in politics. The company will co-operate with governments and other official bodies in the development of policy and legislation that may affect its legitimate business interests, or where it has specialist expertise. Employees are entitled to their own political views and activities, but they may not use company premises or equipment to promote those views or associate their views with those of the company. 2.8 Business relationships

The company expects its business partners to approach issues of bribery and corruption in a manner that is consistent with the principles set out in this policy. This requirement applies to agents, subcontractors and joint venture partners. In cases where the company is unable to ensure these standards, it will reconsider the business relationship.

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Agents, representatives and sub-contractors This policy applies with particular force to commercial agents, representatives and subcontractors. In many reported international corruption cases, agents have passed on part of their commissions as bribes. The company prohibits such practices. In order to maintain the highest standards of integrity, employees must ensure that: • They are fully briefed on the background and reputation for integrity of agents, representatives and subcontractors before hiring them. The company will conduct due diligence enquiries to review the integrity records of agents, representatives and subcontractors before entering a commercial relationship with them. • The engagement process is fully documented; and that final approval of the selection of agents, representatives and subcontractors is made by someone other than the person selecting or managing the company’s relationship with them. • Agents, representatives and subcontractors are fully briefed on the company’s Anti-Bribery and Anti- Corruption policy, and have made a formal commitment in writing to abide by it. • Fees and commissions agreed will be appropriate and justifiable remuneration for legitimate services rendered. Once agreements have been signed, the company will continue to monitor its relationships with agents, representatives and subcontractors to ensure that there are no infringements of its Anti-Bribery and Anti-Corruption policy. Contractual agreements will include appropriate wording making it possible to withdraw from the relationship if agents, representatives or subcontractors fail to abide by this policy. Joint venture partners The need for documentation and careful reviews of the company’s partners’ integrity records applies equally to the process of setting up and managing joint ventures. The company will use its influence to ensure that joint ventures meet high integrity standards. Where the company has majority control, it will ensure that the joint venture adopts the concepts and approach to bribery and corruption as set out in this policy.

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Suppliers and contractors The company will ensure that the procurement procedure for appointing suppliers and contractors is open, fair and transparent. The selection of contractors will be based on an evaluation of professional merit, and not on personal recommendations. The company will communicate its Anti-Bribery and Anti-Corruption policy to its suppliers and contractors, and it will expect them to abide by the principles set out in the policy when working on the company’s behalf. If those principles are breached, the company will reserve the right to terminate the contract. 3. Accounts and Audits

Control Risks’ policies require employees to keep accurate accounts throughout the company’s operations. In no circumstances will Control Risks’ companies keep parallel accounts. Control Risks’ regular auditing procedures will include a review of the local circumstances that may make particular offices or projects vulnerable to corruption, and the defenses and strategies that are in place to mitigate such risks. In some countries, demands for facilitation payments are a particular hazard. An assessment of the frequency of such demands, and the strategies to counter them, will be a regular part of the audit review. 4. Training

The company will make this policy available on the company’s website for all employees. An e-learning programmed that encompasses the principles and approach to bribery and corruption adopted by the company will be made available to all employees and each employee will be required to confirm that he/she has undertaken the course within six months of its initial introduction or within six months of the employee joining the company. Regular training will be made available to all business units in relation to anti-bribery and anti-corruption measures, and the details of the company’s whistle blowing procedures will be disseminated throughout the company on a regular basis. 5. Non-Compliance Company Failure to ensure compliance with this policy could lead to the following consequences for the company: • Criminal or civil liabilities for the company including unlimited fines and imprisonment; • Serious reputational damage including media comment; • Debarment from tendering for public sector contracts, and • The unenforceability of contracts entered into as a result of acts of bribery, fraud or other illegality.

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Employees Failure to ensure compliance with this policy could lead to the following consequences for employees: • Personal criminal liability followed by fines or imprisonment; • Disciplinary action initiated by the company, including dismissal; DATE: __________________________ INDIVIDUAL: __________________________ TITLE: __________________________

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PROCEDURE OF FILING CLAIM

1. Please check your consignment before signing the delivery documents. If you notice any damages which are not pre-existed, kindly make your comments on the Packing List and Delivery Receipt.

2. Immediate notification of claim to East & West Express at our fax numbers (+966 3) 834 23 27 or

at our address - P. O. BOX. 718, Dammam 31421, KSA; email: [email protected]

3. The claim should be submitted within 15 days from the delivery date of your shipment on the

enclosed claim format. Please ensure that the claim form is completed in its entirety to speed up the process of claim settlement.

4. If the estimated amount of claim exceeds US$ 500 then the survey will be carried out by LLOYDS

or TOPLIS who are accredited surveyors. Underwriters shall arrange such surveys upon receipt of your claim. Kindly provide clear photographs of damaged goods and other relevant documentary evidence to substantiate the claim.

NOTE a. When the Valued Inventory is used the Insurance Coverage provides for a maximum

reimbursement to you of the lesser of (1) the actual declared value for that item (2) the cost to repair it (3) the cost to replace it.

b. Claim will not be entertained if goods are unpacked by owner on all Door to Door Shipments. Let the delivery agent unpack your shipment enabling you to put exceptions on delivery documents.

c. Claim for missing items to be supported by the proper documents proving the lost. d. Electrical / Mechanical Derangement are not covered under Marine

Policy.

mailto:[email protected]

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Trade Terms & Conditions 1. Scope of conditions: these conditions shall govern and apply to all services provided by EWE.

These conditions are binding to the customer, irrespective whether the customer signs this letter of acceptance or not. EWE shall not be bound by any agreement which varies from these conditions, unless such agreement is in writing and signed by an authorized signatory of EWE.

2. Payment: Full and complete payment is requested after packing and weighing and before

forwarding. 3. EWE obligations: EWE Agrees, subject to payment by customer, to arrange the transportation of

the shipment between the locations agreed upon by EWE and the customer. EWE reserves the right to transport the customer’s shipment by any route and procedure and according to its own handling storage and transportation methods.

4. Service restrictions: a) EWE reserves the right to refuse any shipment at its own discretion. b) EWE reserves the right to open and inspect any shipment consigned by a customer to ensure

that it is capable of carriage to the country of destination within the standard customs procedures and handling.

c) Cash notes, Jewelry, Stamp collections, Academic documents must be hand carried. 5. Limitation of liability: EWE will be responsible for the customer’s shipment only while it is within

EWE’s custody and control. EWE liability in any event is limited to SR 5.00 per kg for damage or loss of any item in a consignment packed by EWE, and SR 2.50 per kg per item in any shipment not packed by EWE with a ceiling SR 500 per shipment and no liability for items / consignment not packed at all.

6. Consequential damage excluded: EWE shall not be liable, in any event, for any consequential

or special or incidental damage or other indirect loss however arising, whether or not EWE had knowledge that such damage might be incurred including, but not limited to, loss of income, profits, interest or utility.

7. Liabilities not assumed:

a) EWE shall not be liable for any loss, damage, delay, short delivery, non-delivery not caused by its own negligence, or for any loss, damage, delay, short delivery, or non-delivery caused by:

i. The act, default or omission of the shipper or consignee or any other party who claim an interest in the shipment.

ii. The nature of the shipment or any inherent characteristics or defects. iii. Violation by the shipper or consignee of any term or condition stated herein including, but

not limited to, improper or insufficient packing, securing or misrepresentation of the contents (in case of fully or partially Packed by Owner shipments)

iv. Force majeure, perils of the air, sea or land, public enemies, public authorities, acts of omission of customs or other government officials, riots, strikes or other local disputes, weather conditions, mechanical or other delay or any other cause beyond the control of EWE.

v. Acts of omissions of any forwarder or any other entity to whom a shipment is tendered by EWE for transportation, regardless of whether the shipper requested or had knowledge of such third party delivery required.

vi. Electrical or magnetic injury, erasure, or other such damage to electronic or photographic images or recordings in any form.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


vii. Electrical/mechanical derangement and malfunction are not covered under Marine Policy if no damage is apparent.

b) While EWE will endeavor to exercise its best efforts to provide expeditious delivery, EWE will not under any circumstances be liable for delay in pickup, transportation or delivery of any shipment regardless of the causes of such delay.

c) East & West Express operates under the Laws of the Kingdom of Saudi Arabia as a third party Logistics Provider and does not take any responsibility for the acts or actions resulting from the acts of subcontractors or the carriers.

8. Exclusions: rates given are exclusive of any added taxes, duties, levies, airport dues,

demurrages, extensive customs examination fees, THC, forklift charges, documents transfer fees, abnormal access, long carriage, storage charges, heavy lift, piano handling (at origin or destination), split delivery, parking fees, waiting fees, etc at destination.

9. Claims: Any claim against EWE must be submitted in writing within 15 days of the date of

shipment delivery by EWE or its agents. No claim for loss or damage will be entertained until all packing, storage, transportation and any other charges have been paid.

10. Insurance:

a) EWE maintains cargo liability insurance to the full extent of the liability offered to the shipper. b) At the request of the shipper and upon payment, EWE will arrange insurance coverage on

behalf of the shipper as per the following rates: - 2.75% of the declared value of the goods (minimum charge SR 275.00) - Claims are subject to deduction of SR 300.00 as Less Excess Policy.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Purpose & Scope

• To effectively market and promote the international moving services of the Company to

private customers and corporate accounts.

Responsibility

Overall : Head Office

Advertising / Promotions : Sales Manager

Website : Sales Manager

Procedure

Head Office

Marketing Department

Marketing Plans / Strategy

Budgets

Group Advertising

Group Marketing

Group Branding

East & West Express Countrywide Sales & Marketing

Branch Network Regional Sales & Marketing

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Sales & Marketing

East & West Express is part of The AA Turki Group of Companies (“ATCO”) which is a

leading, 3,000-employee strong, conglomerate that has successfully operated since the mid-

1950 in Saudi Arabia’s governmental, industrial and consumer sectors. ATCO is ranked

among the largest firms in Saudi Arabia.

ATCO is comprised of 23 different divisions, joint ventures and standalone companies

offering a wide range of products and services.

ATCO has a long and proven record in investing in a diverse set of businesses and

developing them into leading Saudi and regional service and supply companies. ATCO has

also excelled in partnering with top international firms in the region.

East & West Express offers one-stop transportation and logistics services on a domestic and

international basis. This ATCO division pioneered the modern packing and freight

forwarding business in Saudi Arabia following its establishment in 1962.

Today, with a highly competent workforce, state-of-the-art equipment, large trucking fleet,

strategically-placed temperature-controlled warehouses and modern computerized offices,

East & West Express is the largest specialist company in the Saudi transportation and

logistics sector. The division’s international capabilities are supported by a partner network

of more than 500 dedicated offices worldwide.

Through its head office in Dammam, regional offices in Jeddah and Riyadh and an

extensive branch network, East & West Express offers its customers the following services:

Packing of personal effects, household goods and general cargo.

Insurance coverage of all cargo.

Freight forwarding to / from anywhere in the world by air, land or sea.

Customs clearance.

Transportation of all sizes of cargo, including heavy-lift.

Office relocations.

Temperature controlled storage facilities.

Turnkey projects and logistics.

The website is at: www.atco.com.sa

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Purpose & Scope

The provision of the removal service from receiving the initial enquiry to confirmation of

booking are described in this procedure.

Responsibility

Customer Communication : Scheduling & Local Move

Administration : Scheduling & Local Move

Survey : Estimator

Quotation (Customer) : Sea Exports Officer

Rate Requests : Sea / Air Exports Officer

Forms and Documents

Pre-move survey sheet

Quotation with acceptance

Insurance Forms

Procedure

Enquiry

Survey

4 Days

2 Days

Rate Request

Quotation

Booking

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Unless otherwise agreed by the corporate account, the Company will, where possible,

conduct a pre-move survey of all shipments at a mutually agreed time with the client. The

pre-move survey shall include estimating the weight, volume, packing materials, required

manpower, and time required for packing and any special packing or service arrangements

that may be necessary.

Quotation

Based on the information supplied by the customer and the survey the move is coasted

either using a combination of standard published or agreed tariffs or by obtaining rates

from an overseas agent. A quotation is prepared for the client as per his / her request

which will include:

• price • insurance details • what is / is not included (as applicable) • country and Customs information (as appropriate) • storage (if required) • reference to our terms & conditions for:

• validity • payment terms

The quotation will be sent to the client within 4 working days from the date of the

estimate or enquiry.

Acceptance of Quotation

A schedule for the shipment packing and pick-up will be agreed with the client once he /

she approve the quotation by signing the acceptance; all shipments are then logged in the

Register Book.

Enquiries from Agents

The Company will respond to all rate requests from an overseas agent for import rates

within 3 working days of receipt. It should be noted that any written quotations may be in

a simplified form, normally by fax or e-mail.

Invoicing

All customers are to be invoiced as soon as the job is finalized. Invoices to agents will be

sent by emails once job is finalized and completed

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Purpose & Scope

To ensure customer goods are packed and loaded in the correct manner.

Responsibility

Overall : General Supervisor - Operations

On day of Removal : Packing Supervisor

Goods via Store : Warehouse Supervisor

Forms & Documents

Inventory

Daily Job sheet

Procedures

Move Booked

Crews / Vehicles / Packing Materials

Pack Load

Via Store

Export Sea / Air / Land

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Packing Teams

Operations will assign packing jobs to the packing teams as per the daily job sheet received

from the Traffic Department and will decides how many packers are needed for each job in

order for best utilization of the teams.

All packing materials and packaging will be in accordance with industry standards for

international moves.

Packing

Cartons should not be overload - packed weight should be easily handled by one man.

Wherever practical, used cartons and materials must be utilized - providing they are clean

and in good condition. Crushed (i.e. used) paper should be used to pad-out cartons.

All china, glass, pictures and fragile items are individually wrapped in padded paper,

cushion craft or bubble wrap (depending on destination country). These are then packed

in export strength cartons or wooden cases. We also use many special cartons such as

wardrobe cartons for hanging clothes, etc. All furniture and larger items are wrapped in

padded paper

Blankets which are manufactured especially for the overseas removals industry, the outer

layer is wax impregnated to stop them sticking to polished furniture. Many items of

furniture are further protected with a thick card covering.

Exceptionally fragile or valuable items can be further protected by cushioning with flow-

pack polystyrene chippings. We also provide made-to-measure timber packing cases for

pianos, clocks, glass cabinets and other special items as maybe required.

All cartons and / or wrapping shall be sealed with pressure sensitive tape. Tape must able

to withstand heat, humidity and other hazards of handling without adverse effect and

must not make contact with finished surfaces.

All items are clearly marked with customer’s name, destination and number. A full

inventory is made of all items which is signed at both origin and destination by the

customer and a representative of the company completing the packing / unpacking.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Finally, they make certain that all the debris scattered in or around the home as a result of

their packing service is cleaned up and removed from the premises.

Loading Containers

In liaison with the Office and the Warehouse, the items will be selected for loading into

export containers. All items are inspected to ensure that they are appropriately packed,

packaged, marked / labeled / undamaged (or otherwise noted). Containers are sealed and

appropriate documentation completed.

· Glass pictures, mirrors, table tops etc. must never be stowed face down and should be stored on the top of the stack.

· Heavy items must not be stacked on top of refrigerators or freezers. · Domestic appliances must be stowed upright. · Cartons must be stowed according to the ‘this way up’ label. · Cartons containing a lampshade(s) or other fragile items should always be loaded on

top of the stack. · Any valuable items such as videos, stereos, televisions, computer equipment,

microwaves etc. are placed in the centre of the stack to avoid the risk of pilferage. · Rugs should be rolled (not folded) and generally positioned across the top of the stack. · Items labeled ‘load last’ and items liable to quarantine inspection at destination should

be kept to the front of the stack, by the container doors where possible, for ease of accessibility.

· Where there is insufficient volume to entirely fill a container or vehicle, the stack should be built at an even height throughout or a timber wall should be constructed at the front of the stack to contain a load.

Unloading – Imports

Container numbers and seals are checked and all items unloaded are checked against the

origin agent’s manifest.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Purpose & Scope

To ensure that all international moves are acknowledged and processed in the correct way.

Responsibility

Administration / Exports : Sea or Air Exports Officer

Administration / Imports : Air / Sea Imports Officer

Pre-Alert : Scheduling & Local Move

Packing Cases : Carpenter

Forms & Documents

Shipping order * bill of lading

House air waybill * inventory

House bill of lading

Procedure

Export Import

Survey Acceptance of Estimate Notification from Origin Agent

Collection / Packing / Storage Obtain Customs forms etc.

Transit – Air or Sea Documents to Customs

Send Documents to Destination Agent Customs Clearance

Delivery Delivery (possibly via store)

Delivery Report from Destination Agent Delivery Report to Origin Agent

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Export Moves

Any special requirements (e.g. packing cases, parking permits etc.) will be established

from the enquiry / quotation information and will be addressed accordingly. Packing crews

will be booked and arrangements will be made with the Warehouse, shipping lines,

forwarders and / or air freight agents etc.

Documents - all documentation is checked and then sent to the shipping line / destination

agent in a timely manner as below:

Airfreight within 24 hours of dispatch

Sea freight within 3 working days of dispatch

Should the bill of lading not be available, then as much information will be sent to the

destination agent and the bill of lading will follow once received.

The destination agent will also be advised if the shipment is to be held pending release

(e.g. payment) as well as any other specific instructions, or requirements. Documents will

include (as necessary):

· waybill for each consignment · packing inventory/s · Customs documents (as appropriate) · bill of lading · delivery instructions · billing instructions (where applicable) Airfreight

Airfreight is booked with the designated air freight agent who will be sent appropriate

documentation as listed above. The client will be advised of flight details where possible.

Status

Once the shipment has been dispatched, we shall confirm (when practical) dispatch details

to the client and shall seek confirmation of delivery from the destination agent.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Purpose & Scope

To ensure that customer goods are stored in a safe area that will avoid deterioration through

damage, loss or the environment.

Responsibility

Overall : Warehouse Supervisor

Administration : Scheduling & Local Move

Goods Received / Place in to Store : Warehouse Supervisor

Storage Records : Warehouse Supervisor

Forms & Documents

inventory warehouse receipt

Procedure

Goods Received

Re-packed

Stored in Warehouse / Containerized

Export / Delivered to Residence (Import)

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Goods via Store

The Warehouse will inspect all goods upon receipt will inform the Office of any

discrepancies, damaged goods and / or short shipments together with numbers and

volumes. Packed by Owner or third party packed items which are considered to be

insufficiently export wrapped will be repacked and the customer notified accordingly.

Storage is divided into two parts:

Storage in Transit

These are shipments that are either moving to the Airport within a couple of days or sea

shipments that are going to be loaded in containers within a period not exceeding 10 days.

These shipments are stored by number (each shipment has its own identification number)

and are placed serially.

Long Term Storage

These are shipments that stay in storage anywhere from one month until several years.

For these shipments a floor map is used and each shipment is identified by its number and

owner name.

Most of the shipments are for Saudi Aramco (oil producing client) and are all in lift vans.

Inventory

All goods coming into the Warehouse must have a completed inventory and which shows

the location of the goods. Accurate records must be kept of goods in store and all

movements recorded. In particular, records must be kept of any storage container or

space that become available as and when goods leave the premises.

A daily check is made to ensure that all shipments in the Transit Warehouse and relevant

documents are ready for forwarding.

Consignments are checked to ensure the correct weight tallies them with the air waybills

and bills of lading or with documents received from the Traffic Department.

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Restricted Goods

All restricted or prohibited goods must be identified and moved to DGR designated area. A

list of material will be communicated to office in order to contact shipper for the same.

Upon agreement, these goods could be returned to shipper or destroyed.

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Purpose & Scope

To ensure that the building and all equipment is maintained and in good order.

Responsibility

Overall : Operations Manager

Security : External Contractor

Warehouse Maintenance : Operations

Vehicle Maintenance : Operations

Fork Lift Maintenance : Diesel Mechanic

Computer back-up / Virus Scan : IT Department

First Aid Kits : General Supervisor

Temperature Control : Warehouse Supervisor

Forms & Documents

none specific

Procedures

The Company provides a clean and pleasant working environment for its staff, with up-to-

date equipment and facilities:

· in the office - modern IT equipment and the purchase of suitable office supplies

· in the warehouse - rest rooms, general facilities and well maintained equipment and

machinery

The Warehouse and yard are kept clean, tidy and safe at all times and the area is inspected

on a weekly basis for general cleanliness and orderliness to ensure that:

· fire exits and main aisles cleared

· all rubbish is placed in the skip

· storage bays cleared out

· yard tidy

· drains / gutters cleared out

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· lights working

· rests rooms / toilets clean

The Warehouse and yard are kept clean, tidy and safe at all times and the area is inspected

on a weekly basis for general cleanliness and orderliness to ensure that:

· fire exits and main aisles cleared

· all rubbish is placed in the skip

· storage bays cleared out

· yard tidy

· drains / gutters cleared out

· lights working

· rests rooms / toilets clean

Vehicles

All vehicles certificates are maintained by operations. In addition, The Government

Relations Department of the Saudi Government keeps records of all vehicle certificates that

require renewal.

The Books of Maintenance Activities control all vehicle maintenance. Each vehicle has an

individual file that states all maintenance carried out from oil change to brake padding

change and minor and major repairs.

A weekly washing schedule of all vehicles is maintained.

Equipment

All equipment shall be in a good operating condition and suitable for the safe and efficient

performance of the work. All members of staff have a duty to report to management any

items that are faulty or unsafe who will arrange for speedy rectification of the situation.

Appropriate maintenance and servicing contracts are in place, to ensure that the on-going

day-to-day business of the Company is affected by the least disruption due to equipment

failure.

Tools

Tools shall be in a good condition, equipped with proper safeguards where applicable and

used only in applications for which they were designed. Portable electric powered tools

should be of the double insulated type with appropriate electrical ground capacity.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Scales

Scales are calibrated annually by a professional company and records are kept. Scales are

also checked by Aramco (client) inspectors.

Security

The warehouses, terminal and offices are walled and guarded by a security firm.

Visitors Visitors are checked in and are given badges to wear while on premises.

Smoking

Smoking is not allowed within Company premises and there are No Smoking signs

throughout.

Fire

Fire extinguishers as well as a pump for water hosing are positioned throughout the

buildings. The Warehouse is checked by the Saudi Civil Defense and extinguishers are

checked by a professional company and records kept.

Climate Control

Temperature controlled warehouses are checked on daily basis; the air conditions units are

checked twice a year by the maintenance company and records kept.

Pest Control

The buildings are regularly inspected by professional contractors and records kept.

Computer Records

Computers are linked by a main server. The Group IT Department ensure that computers

are working correctly, are backed-up and that anti-virus programs are up-to-date.

First Aid

First Aid kits can be found in the Warehouse and on the vehicles and are regularly checked

and topped up as required.

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Purpose & Scope

To ensure that all purchased goods and services are to the required specification and that

they are obtained from suppliers and sub-contractors of assessed capability.

Responsibility

As a member of the ATCO Group of Companies, the Company refers its purchase request to the Central Purchasing Department who source suppliers and arrange purchasing

Forms & Documents

waybill

delivery note

bill of lading

airway bill

Procedure

Place Order (Central Purchasing)

Check Goods / Services

Bad Good

Review Supplier No Action Required

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Packing Materials

We provide quality packaging to ensure safe transit of our customers’ goods, therefore

materials are chosen for quality and suitability for the packing of household goods. Stock

levels are checked on a regular basis and supplies will be purchased from approved and

reputable companies only - with preference given to those who can provide

environmentally friendly goods.

Sub-contractors including Destination & Origin Agents

We shall endeavor to select overseas agents who fall into the following categories:

· IAM member · BAR member (UK) · FIDI member · company known by reputation or recommended by a 3rd party

Sub-contracting packing services (when applicable), will be sourced from companies who

can provide the correct materials (when required) and personnel suitably trained to the

standards required. They will be known by reputation or recommended to us. Packing

methods and materials used will be in accordance with removal specifications both

nationally and internationally.

Suppliers

We shall continue to monitor our suppliers at all times, to ensure that not only our, but

also our customer requirements are met. Any recurring problems, complaints,

unsatisfactory performance or persistent discrepancies will be identified and appropriate

action taken. This could ultimately result in the supplier not being used in the future.

Overseas agents found to be lacking in their level of service, may not be used again.

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3rd Parties

We shall endeavor to ensure that these suppliers are well known and have a good

reputation and, if appropriate, are members of an approved trade association. In addition,

a recommendation from an existing supplier, client or contact would also be acceptable in

order to establish the worthiness and performance of a 3rd party supplier.

Purchasing Information

Purchasing documents will clearly describe the service/s ordered. However, it should be

noted that many purchasing documents are of external origin, in which case, information

will be checked for compliance with requirements. Examples;

· waybill – general instructions to overseas agents for international moves · job sheet – instructions to sub-contractors • bill of lading – (external) from sea freight agent confirming transit details • airway bill – (external) from air freight agent confirming transit details

Payment of Invoices

All invoices will be settled within the time agreed with the supplier.

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Purpose & Scope

To monitor and evaluate the performance of the Company and to ensure that complaints received

from customers are recognized and appropriate action is taken to rectify the situation.

Responsibility

Insurance Policies : Head Office

Claims Handling : Air / Sea Imports Officer

Complaints Handling : Air / Sea Imports Officer

Insurance : Scheduling & Local Move

Monitoring – documentation : Operations Manager

Site Visits : General Supervisor - Operations

Forms & Documents

quality performance report

valued inventory list

claim form

Procedure

Customer Feedback

Evaluate C

usto

mer Satisfactio

n

%

Log on Register

If Good Report If Bad Report

No Specific Action Required Investigate Problem & Resolve

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Evaluate / Improve

At various stages during the move, we shall endeavor to obtain a quality performance

report from each customer.

This is normally taken by the crew, on the day of the removal, but may be sent, either

prior to, during, or once the move has been completed, to establish whether or not the

move has been carried out to his / her satisfaction.

In additional, the flowing is carried out:

regular and / or spot check inventories of packing material, equipment and vehicles is carried out

random visitation to packing sites to check upon packers’ and supervisors’ performance

Client Visits

Saudi Aramco (corporate account) are entitle to have their representative present on site

to review and inspect all aspects of the removal being carried out, including packing,

materials, tools and equipment.

Complaints

It is essential that when a formal complaint - whether written or verbal - is received

regarding any part of the service rendered or by the attitude of one of our staff, then it is

dealt with promptly, honestly and efficiently. This may include training or, in extreme

cases, dismissal.

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Insurance

All customers are offered insurance and made aware of our insurance conditions and are

asked to complete a Valued Inventory List. It should be noted, however, that some choose

not to insure their goods or may be self-insured. In this instance, their non-requirement will

be noted.

When preparing the Valued Inventory List, customer should take note of below:

1. Single items valued at more than SR 300 must be stated separately

2. Cash notes, Jewellery, Stamp collections, Academic documents must be hand

carried, Antiques over 100 years old and items of sentimental value are not covered

by the Insurance Company

3. Any items and values declared under the description “miscellaneous” are

not covered by the Insurance Company

All customers will be informed through our comprehensive quotation of covered and un-

covered risks so that they made aware of their rights while claiming in case of loss or

damage. These risks are but not limited to the following:

8. Service restrictions:

d) EWE reserves the right to refuse any shipment at its own discretion.

e) EWE reserves the right to open and inspect any shipment consigned by a

customer to ensure that it is capable of carriage to the country of

destination within the standard customs procedures and handling.

f) Cash notes, Jewelry, Stamp collections, Academic documents must be

hand carried.

9. Limitation of liability: EWE will be responsible for the customer’s shipment only

while it is within EWE’s custody and control. EWE liability in any event is limited

to SR 5.00 per kg for damage or loss of any item in a consignment packed by EWE,

and SR 2.50 per kg per item in any shipment not packed by EWE with a ceiling SR

500 per shipment and no liability for items / consignment not packed at all.

10. Consequential damage excluded: EWE shall not be liable, in any event, for any

consequential or special or incidental damage or other indirect loss however arising,

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whether or not EWE had knowledge that such damage might be incurred including,

but not limited to, loss of income, profits, interest or utility.

11. Liabilities not assumed: a) EWE shall not be liable for any loss, damage, delay, short delivery, non-

delivery not caused by its own negligence, or for any loss, damage, delay, short delivery, or non-delivery caused by: viii. The act, default or omission of the shipper or consignee or any other

party who claim an interest in the shipment. ix. The nature of the shipment or any inherent characteristics or

defects. x. Violation by the shipper or consignee of any term or condition stated

herein including, but not limited to, improper or insufficient packing, securing or misrepresentation of the contents (in case of fully or partially Packed by Owner shipments)

xi. Force majeure, perils of the air, sea or land, public enemies, public authorities, acts of omission of customs or other government officials, riots, strikes or other local disputes, weather conditions, mechanical or other delay or any other cause beyond the control of EWE.

xii. Acts of omissions of any forwarder or any other entity to whom a shipment is tendered by EWE for transportation, regardless of whether the shipper requested or had knowledge of such third party delivery required.

xiii. Electrical or magnetic injury, erasure, or other such damage to electronic or photographic images or recordings in any form.

xiv. Electrical/mechanical derangement and malfunction are not covered under Marine Policy if no damage is apparent.

b) While EWE will endeavor to exercise its best efforts to provide expeditious delivery, EWE will not under any circumstances be liable for delay in pickup, transportation or delivery of any shipment regardless of the causes of such delay.

c) East & West Express operates under the Laws of the Kingdom of Saudi Arabia as a third party Logistics Provider and does not take any responsibility for the acts or actions resulting from the acts of subcontractors or the carriers.

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Claims Even though throughout the move, the utmost care is taken, loss and damage can happen; in which case, the customer is instructed on the procedure for submitting a claim in the terms & conditions of insurance.

As soon as a claim is reported, an acknowledgement along with the claim form are sent to

the customer within 2 working days which must be completed and returned to us along

with any supporting documentation or evidence of the claim. As the claim form is a part

of our quotation, the client can be directed also to fill in the claim provided with the

quotation. All claims are handled directly with the client, however, should the need arise;

we will act as a liaison between the Insurance Company and the client.

Once the claim form is filled and submitted by the client, the form is acknowledged by

email and that the proper action to file the claim with the insurance company has been

initiated.

All claims are recorded so that the claims ratio can be measured.

Suppliers

We shall continue to monitor our suppliers at all times, to ensure that not only our, but

also our customer requirements are met. Any recurring problems, complaints,

unsatisfactory performance or persistent discrepancies will be identified and appropriate

action taken. This could ultimately result in the supplier not being used in the future.

Overseas agents found to be lacking in their level of service, may not be used again.

Continual Improvement

Claims records, performance reports, complaints etc. will be regularly reviewed by Senior

Management to identify trends in order that appropriate corrective and preventive actions

can be taken to minimize re-occurrence.

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Purpose & Scope

The Company identifies and provides the training requirement of all members of staff,

including new employees, to ensure that all services and work carried out meet specified

requirements.

Responsibility

Overall : Regional Manager

Sales / Office Staff : Sales Manager

Packing Teams : Operations Manager / General Supervisor

Staff Records : Traffic Manager / Clearance Manager

Forms & Documents

Induction

Appraisal

Procedure

Recruitment Employment

Induction

Training

Appraisal

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Recruitment

When a new member of staff is needed, the Company will carry out one or more of the

following:

· advertise the vacancy through a local newspaper or specialist recruitment publication · ask existing members of staff if they are aware of anyone seeking employment · re-organize existing staff – possibly through promotion · follow up on verbal or written applications already received · use an employment agency – preferably one who specializes in the industry

When possible, staff will be chosen for the position required using the following criteria:

Responsibility Experience

(preferable) Other

Sea Exports Officer 5 years. Proficiency in English Language.

Air Exports Officer 5 years. Proficiency in English Language.

Scheduling & Local Move 5 years. Proficiency in English Language.

Air / Sea Imports Officer 5 years. Proficiency in English Language.

Operations Manager 10 years. Proficiency in English & Arabic.

General Supervisor -

Operations 10 years.

Proficiency in English, Arabic an

advantage.

Warehouse Supervisor 7 - 10 years in a

similar job.

Proficiency in English, Arabic an

advantage.

Administrative Assistant 5 years’ experience in

a similar job. Proficiency in English.

Packer Supervisor Minimum 5 years as

professional packer. Proficiency in English.

Packer 3 years. Speakable English.

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Responsibility Experience

(preferable) Other

Labor / Junior Packer No experience

required.

Diesel Mechanic

Rounded experience

(mechanical and

vehicle electricity).

Technical certificate in vehicles

maintenance.

Carpenter Assistant 3 years carpentry.

Heavy Duty Driver 5 years’ experience in

a similar position.

Heavy duty driving license

Some knowledge of maintenance

of trucks.

Diesel Mechanic

Rounded experience

(mechanical and

vehicle electricity).

Technical certificate in vehicles

maintenance.

Mechanic Assistant None. Certificate in mechanics.

Forklift Operator

4 - 5 years’

experience with

heavy loads forklifts

(7 tons & up).

Can speak and understand

English.

Applicants who have than met our requirements will be invited into the office for an

interview. References will be sought if thought necessary.

Training

Training of our sales staff and moving crews is mainly carried out ‘in the field’. New sales

staffs are accompanied by an experienced senior sales person who passes on sales

knowledge to the newly hired person.

Experienced staff will work alongside the new crew member who can observe all aspects

physical operations (packing and loading) as well as paperwork etc.

Should it be necessary, specific training will be sourced from outside agencies.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Records of all training will be kept.

Induction & Appraisal

Induction training will be given to all new staff upon the commencement of employment

with the Company, which includes:

· company profile · instruction to other members of staff · the importance of their job role

Appraisal Policy

The appraisal interview is based on how the employee has performed during the period

under review and assesses the degree of achievement of major objectives. It is also

involved in identifying training and development needs and in setting new standards and

objectives for the future. During the appraisal interview, the employee will be given the

opportunity to say how they feel the job has been performed and to contribute to setting

future performance objectives.

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Fax: +966 3 834 2327 Fax: +966 1 472 0480 Fax: +966 2 691 3922 / 0837


Code of Conduct

Organizational Chart

Responsibilities

Mission Statement

Environmental Policy

ATCO H&S Policy

Backup & Virus Scan

Environmental Signs

Quality Objects

Data Privacy Protection Procedures

Code of conduct