Customer Service

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ACT is committed to strengthening its role as the Jordan & Beyond Gateway. Its ongoing investments in modern IT systems are constantly improving its levels of productivity, efficiency and customer service, while its advanced communication systems provide instant information exchanges between the terminal and shipping lines.

Customers are encouraged to continue discussions with their daily contact persons, who are hopefully able to solve most of the challenges in dealing with ACT in this respect.

For operational issues your contacts would be:

Horacio Briz COO
Kamal Al Hraishat Operation Manager
Ahmad Salah Planning Manager
Alaa Bjant-hala Customer Service Manager

In order to better serve our valuable partners, ACT has now introduced a 3 step formal complaint procedures to handle issue that cannot be handled satisfactory by the informal contacts with ACT staff.

The 3 steps will be followed step by step to ensure a thorough and fair treatment of all clients, and to secure a well documented basis for timely decisions. The handling of a complaint will only progress to the next step after the previous step has been finalized, and all complaints are based on written communication.
The steps are as follows:

1st Level: Written complaint/claim is forward to ACT's Commercial department, either by email to customerservice@act.com.joor using our Customer Complaint Form, and you will receive a reply within 72 hours. The complaint shall be based on the provided format in either Arabic or English.

ACT will acknowledge receipt within 72 hours and will provide status update every 2 weeks until the matter is finalized.

2nd Level: A written appeal shall be forwarded to the CEO, with additional information and a reference to the original decision made at 1st level.

3rd Level: A final appeal can be sent to the concession grantor – Aqaba

Development Corporation - in writing. The concession grantor will request from ACT a copy of the file of the case. A solution to the complaint will be sought in accordance with the authority granted to ACT as well as ADC.

We hope that this new procedures will allow an open channel of communication to provide the optimal level of service, and secure the customers a good experience doing business with ACT.

  • September 30, 2018

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