Chattogram Port users are facing difficulties in the delivery of imported cargo and the payment of port service bills following an expanded rollout of the online Terminal Operating System (TOS). Data discrepancies, technical glitches, and procedural complications are reportedly slowing down cargo release across the port.
Trucks and covered vans are being forced to wait for hours at the port, leaving drivers and representatives stranded until late at night – in some cases until 2:30am or 3am – even after cargo has been loaded onto vehicles.
On 27 September, container deliveries dropped to 2,757 TEUs, compared to the normal daily delivery volume of 3,000 to 4,000 TEUs. The operational disruptions have emerged as the port authority moves to make its operations fully paperless and digital by December.
Mosharraf Hossain Bhuiyan, general secretary of Chattogram Customs Agents Employees Association, said the increased reliance on the online TOS has created complications in cargo delivery.
He alleged that adequate training, system testing, and technical support were not ensured before the new system was introduced.
Bhuiyan noted that many personnel handling ground operations are not fully familiar with the new system, while the technical team responsible for resolving software and system-related problems is not always available when needed.
He added that discrepancies between information in the online and traffic systems and actual cargo details – including truck numbers and cargo quantities – are causing delays.
Stating that the TOS should have been introduced gradually after adequate testing and training, Bhuiyan warned that the association will formally notify the port authority and take further action if necessary if the problems are not resolved quickly.
Payment system confusion
Fresh confusion over the online payment of port charges has further heightened concerns among port users. Kazi Mahmud Imam Bilu, former general secretary of the Chattogram C&F Agents Association, explained that port charges were previously paid online or through pay orders using accounts of designated banks at the One-Stop Service Centre.
However, a circular issued on 22 September instructed users to pay charges from the following day exclusively through Eastern Bank Limited (EBL) using RTGS, creating difficulties for C&F agents and staff that affected cargo clearance and delivery.
Although the directive was subsequently suspended to allow the previous payment arrangement to continue, Bilu stressed that while C&F agents have adapted to every major technological shift—from handwritten Bills of Entry to digital systems—users must be properly prepared and alternative arrangements must remain available so that banking or technical issues do not disrupt the entire delivery chain.
Under standard procedures, import duties and other government levies must first be paid at Chattogram Custom House before the port releases cargo upon payment of port charges, including handling fees and storage rent.
Transition to paperless operations
The Chattogram Port Authority has set a target of transforming the port into a fully paperless and smart facility by December. In a press release issued on 23 September, the authority stated that vessel bills, container and consignee bills, payments, gate passes, truck entry and exit, cargo delivery, e-NOCs, and special delivery assignments are being brought under online systems in phases.
The initiative aims to reduce the need for users to visit port offices to submit documents, make payments, or obtain approvals. According to the port authority, 100 per cent of vessel bill processing is already being conducted online, while container and consignee bills are being brought fully under the TOS to link bill generation, payment, and related processes digitally.
Port authority response
Chattogram Port Authority Secretary Syed Refayet Hamim acknowledged that temporary complications have emerged during the TOS upgrade and transition to fully online services.
Hamim stated that all documentation related to cargo delivery has been processed online since 23 September, with plans to bring all consignee bill payments online from 1 October and complete the online transition by December.
Describing the transition from the long-standing manual system as a “change management” challenge, Hamim noted that users could face initial difficulties while adapting to the new system.
He rejected allegations that port users were being forced to depend on a single bank for online payments, clarifying that payment facilities are currently available through Eastern Bank and HSBC under a clear circular.
Hamim urged users to submit written complaints regarding technical problems, manpower shortages, or operational difficulties so that the authority can investigate and take necessary action.
