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Customer Service

As a major NZ port, and vital link in the New Zealand supply chain, we work together with our customers to ensure cargo is moved in the most efficient way possible. We want our exports to get to market on time and our imports to deliver the things New Zealanders need and enjoy. Our Customer Service team will help you find the answers to your queries.

​​​​​​​​​​​​​​​​​Contact

Phone: +64 9 348 5100 ext.1

Fax: +64 9 348 5062

Email: [email protected]

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Hours

Mon-Fri: 07:00-19:00

Sat: 07:00-15:00

View opening hours by department here.


Process Updates

Pre-Advice

A Pre-advice speeds up export container handling into and through the port, creating efficiencies for our customers. It ensures the container is gated in with the correct information and correct loading of the export container. Pre-advice also ensures that the correct data is being used to gate in the container, reduces double handling and optimises yard stacking for vessel operations. For transport operators it means drivers spend less time at the port.  Pre-advising for Ports of Auckland is utilised in PortConnect. To arrange training please contact Customer Service.

If you would like to start using pre-advice you can register for a login here.

If you would like to log on to PortConnect click here.

Late Receival Request

Export containers that arrive after the cut-off for a vessel have a direct impact on operations, causing additional planning and yard moves. With early information about late cargo we can better plan the vessel load. If you're an exporter, we ask that you or your agent complete the following form and send it to us and the shipping line the container is booked with as soon as you are aware that a container will not make it to the port before the vessel cut-off.

To download the late receival request form click h​ere.​​
For more info on our late receival process click here​​​.


Documents for Transport Operators

Truck Service Statistics

We are committed to providing an efficient and reliable service to road carriers, enabling import and export cargo to be picked up and delivered in a timely way.

For our latest truck service stats click here​.

Driver Inductions

We are committed to providing a safe environment for our people, customers and visitors. It is critical that visitors to the Port understand and work in line with our health and safety and environmental guidelines. To facilitate this, all drivers entering the terminal must have completed our online safety induction course.​

For induction FAQs click here​.​​​​

 Customer Advisories & Operational Updates

 

 

Customer Advisory COVID 19 - Daily-Update (Apr-06)Customer Advisory COVID 19 - Daily-Update (Apr-06)6/04/2020 5:00:00 a.m.We hope that you find this daily update of use and it provides some clarification with regard to the Port’s operations giving these challenging times.
POAL Easter Operating HoursPOAL Easter Operating Hours3/04/2020 4:00:00 a.m.We wish to advise POAL operating hours over the Easter period. Please note, that given the current lockdown situation, the times specified below are subject to change upon operational demands and confirmation of vessel schedules.
Customer Advisory COVID 19 - Daily Update (Apr-03)Customer Advisory COVID 19 - Daily Update (Apr-03)3/04/2020 2:00:00 a.m.We hope that you find this daily update of use and it provides some clarification with regard to the Port’s operations giving these challenging times.
Customer Advisory COVID-19 - Daily Update (Apr 02)Customer Advisory COVID-19 - Daily Update (Apr 02)2/04/2020 2:00:00 a.m.We hope that you find this daily update of use and it provides some clarification with regard to the Port’s operations giving these challenging times.
Customer Advisory COVID-19 - Daily Update (Apr 01)Customer Advisory COVID-19 - Daily Update (Apr 01)1/04/2020 12:00:00 a.m.We hope that you find this daily update of use and it provides some clarification with regard to the Port’s operations giving these challenging times.
Customer Advisory: COVID-19 - Daily Update (Tue 31 Mar)Customer Advisory: COVID-19 - Daily Update (Tue 31 Mar)31/03/2020 2:00:00 a.m.In particular, we wish to inform that we are stopping priority VBS bookings immediately as we were overwhelmed with requests. All VBS bookings are now to be handled through the pool as per normal. We will release as many slots as we can and just keep all
COVID-19 - Daily UpdateCOVID-19 - Daily Update30/03/2020 1:00:00 a.m.We hope that you find this of use and it provides some clarification with regard to the Port’s operations giving these challenging times.
COVID-19 Update - Priority Containers and LINK (Empty Container) ServicesCOVID-19 Update - Priority Containers and LINK (Empty Container) Services30/03/2020 12:00:00 a.m.Please be advised of the following changes with regards to Ports of Auckland’s cargo management of Priority Containers and LINK (Empty Container) Services.
COVID-19 - Daily UpdateCOVID-19 - Daily Update27/03/2020 4:00:00 a.m.Please find attached the first of POAL’s intended daily COVID Update that we intend to summarise and send out by midday each weekday. The next update will be Monday 30th March 2020.

If you would like to subscribe to Operational Updates please click here.
If you would like to subscribe to Road Alerts please click here.

 

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Let us know if what you are looking for is not available on the Customer Service page. Click here.