Content

This document provides an overview of the common logistics services made available through the Logistics Cluster, how to access them and the conditions under which these services are to be provided.

The objective of these services is to enable responding organisations to establish an uninterrupted supply chain that supports the delivery of humanitarian relief items to the affected population in Palestine.

These services are not intended to replace the logistics capacities of other organisations, nor are they meant to compete with the commercial market. Rather, they are intended to fill identified operational gaps and provide a last-resort option in case other service providers are not available, and/or existing capacity is inadequate to respond to humanitarian needs.

Partial or complete withdrawal of the services may occur due to specific circumstances:

• Changes in the situation on the ground;

• Services are no longer an agreed upon/identified need;

• Funding constraints.

This document is subject to regular updates based on evolving operational requirements and situational changes. Service requestors are responsible for consulting the latest version prior to submitting any requests. Updated versions will be shared on the Palestine Operations page (Country Response: Palestine Emergency | Logistics Cluster Website).

The Logistics Cluster reserve the right to reject or put requests on hold at any time if field conditions do not allow the proper implementation of the below.

Important considerations before requesting services:

1. Each Service Request Form (SRF) must be submitted for a single origin and destination pair. Users must not include multiple pick-up locations or multiple delivery destinations within the same SRF.
2. Each SRF must be submitted for a single consignment. While multiple services such as transport and storage may be requested within one SRF, this is only permitted when they apply to the same consignment.
3. Service Requestors are expected to attach all relevant and required documentation to the online SRF at the time of submission to ensure timely and accurate processing.
4. Any communication, request for information, and all documentation related to Service Requests not attached to the originally submitted online SRF should be sent to: palestine.clustercargo@wfp.org.
5. The Service User retains full responsibility for insuring all cargo during transport and storage operations. Insurance coverage must be arranged independently, as it is not provided under the scope of these logistic services.
6. The Service Provider is not liable for any loss or damage to cargo during transport or storage. All items handled must comply with WFP quality assurance standards and relevant regulatory requirements.
7. The implementation of services is dependent on the current security conditions, which may impact scheduling, access, and operational feasibility. Service delivery is subject to the availability of secure access, transport capacity, and necessary permissions, and may be adjusted or suspended accordingly.
8. Services will be provided in accordance with the priorities set by the Humanitarian Country Team (HCT) or the Inter-Cluster Coordination Group (ICCG). As a guiding principle, priority will be given to requests related to lifesaving and emergency response activities.

9. Eligibility to access these services is limited to UN Agencies, International Humanitarian Organizations, and International or National Non-Governmental Organizations (NGOs) operating in in Palestine, and Jordan respectively, and registered in country. In certain cases, government entities may also qualify as Service Users.

Transport services, temporary storage services and cargo consolidation services are available.

• Free-to-user temporary storage for two weeks is currently available across several locations inside Gaza.    

• Service Users must request additional storage time for their cargo, prior to the agreed deadline, which will be reviewed on a case-by-case basis depending on overall usage levels.  

As the situation evolves, the Logistics Cluster continues to monitor logistics gaps and needs, and to review storage capacity made available to partners. For the latest information on the warehouse facilities please contact the Logistics Cluster team at Palestine.logcluster@wfp.org.    

NOTE: 

1. Temporary storage will be offered to humanitarian organizations in a shared facility.

2. The Logistics Cluster warehouses are not equipped to store temperature-controlled commodities.

3. Service Users must confirm storage availability in advance by sending an email to the designated contact address: Palestine.clustercargo@wfp.org.

• The Logistics Cluster provides transport services from Gaza entry points to common storage facilities or to the warehouse of the Service User or its implementing partner. 

• When transport is provided to a partner facility, the receiving location indicated as the final destination (“to”) in the SRF, must have sufficient capacity to offload cargo.

• Service Users who request the collection of cargo from their premises, designated warehouse, or a commercial service provider’s warehouse acting on their behalf are responsible for arranging the loading of the cargo. They are also responsible for unloading at all delivery points, except when the cargo is delivered into a Logistics Cluster storage facility [see above 3.1 – Temporary Storage Service].

• All transport services are subject to access and security conditions, which may change suddenly, affecting the continuity or frequency of the services. Please reach out to the Logistics Cluster team for the latest update.

• The Logistics Cluster’s custody of cargo begins only upon collection from the platform of Gaza entry points or pickup location. Prior to this point, responsibility for the cargo remains with the Service User.

• In Amman, cargo consolidation services are available, free-to-user, including bonded storage capacity.

• The Logistics Cluster consolidation warehouses in Jordan are not intended for long-term storage (beyond 2 weeks) and should only be used to consolidate cargo awaiting uplifting for convoys. 

• Service Users must request additional storage time for their cargo, prior to the agreed deadline, which will be reviewed on a case-by-case basis depending on overall usage levels.

• The Logistics Cluster warehouses are not equipped to store temperature-controlled commodities. 

• Convoy coordination and transport services are available through the following modalities and routes: 

• The exact routes, truck cross-loading and scanning locations may vary depending on operational needs and requirements. 

• Convoy frequency and capacity, as well as authorised cargo type, may vary depending on relevant authorities’ approvals. 

• Partners requesting transport services from Jordan to Gaza are requested to submit transport requests via King Hussein Bridge and or Sheikh Hussein Bridge only once customs clearance has been secured from both the Jordanian and Israeli authorities, in line with the established operational clearance procedures. Upon receipt of the required clearances, partners are requested to share the relevant clearance documentation(s) with the Logistics Cluster in Jordan for manifesting their cargo on the convoy. 

• All Service Users must be registered on the UN2720 Database to submit requests and obtain pre-clearance for their cargo to be shipped to Gaza.  

• For Service Users with cargo in Jordan, the following documents need to be provided:

  • A UN2720 Mechanism preclearance and, 

  • A Donation number provided by the Israeli customs authority. 

• Service Users willing to import humanitarian aid into Gaza must be registered with the Tax Authority in Israel to import through border crossings. Some pre-exemptions are required from related Israeli ministries based on the nature of the cargo. 

• Service users are required to submit a Service Request Form (SRF) by filling the online SRF at: Palestine Logistics Cluster online Service Request Form.
• SRFs must be submitted a minimum of 72 hours ahead of the requested service. 
• General instructions for completing the SRF can be found online here. For enquiry, service users can contact the Logistics Cluster team at Palestine.clustercargo@wfp.org. 
• Service Users are required to provide accurate cargo details. If incorrect weights, volumes, quantities, or cargo contents are submitted through the SRF, the cargo may be rejected either at the warehouse or during pickup. For guidance on determining cargo dimensions, please refer to this guide. To help calculate dimensions, you can use the cargo dimension calculator.
• Service Users are encouraged to include their organization’s PO Number(s) or any other internal cargo reference in the ‘Owner Reference’ field to help facilitate tracking.
• Service Users requesting cargo collection from the warehouse of their Clearing and Forwarding Agent must provide the agent’s contact details in the SRF under the ‘Clearing Agent’ section. This information should include the agent or company name, telephone number, contact person’s name, and email address.
• All Service Users will be asked to agree with the Logistics Cluster Conditions of Service.
• After submitting the SRF online, the requestor will receive an automated email at the address provided as “Sending Organization Contact Email” to verify and finalize the request. This step is required to confirm the SRF submission.
• Once the SRF has been verified, the Service User will receive a confirmation email with a 9-digit tracking code. 

Please be advised that, at this stage, no obligation or commitment has been established to deliver the requested service.

• The Logistics Cluster will acknowledge receipt of the SRF and will either: (a) request any additional clarification or documentation needed, or (b) register the SRF with a ‘New’ status. The Logistics Cluster will review the request and either approve or cancel it based on the specific conditions governing the provision of common logistics services. Any changes in status will be automatically communicated to the requestor.
• Service Users can monitor cargo status and submit release requests through the online Tracking System using the tracking number provided by the Logistics Cluster using the online consignment tracking tool.

• Upon receiving confirmation from the Logistics Cluster that the request has been accepted, the requesting organization must notify the Logistics Cluster of the estimated date and time of cargo arrival at the warehouse. Additionally, the requestor shall provide the contact details of the truck driver or convoy leader to the designated Logistics Cluster contact to facilitate guidance of the vehicles to the warehouse.

• Organisations delivering relief cargo to the logistics hubs for temporary storage need to provide full details of the consignment and necessary documentation as detailed in the specific in-country SOPs. 

• The requesting organization must also provide the Logistics Cluster with the waybill numbers (and, if possible, copies of the waybills) for the consignment, along with the license plate numbers of the delivery trucks. This information will facilitate the identification of arriving cargo. However, if the organization is already utilizing Logistics Cluster transport services, these details are not required, as they will already be available to the Logistics Cluster.
• Requesting organizations are responsible for transporting their cargo to the Logistics Cluster warehouse at their own expense. Offloading and handling-in will be coordinated by the Logistics Cluster.
• Cargo delivered to Logistics Cluster warehouses must arrive fully palletized and in proper handling condition. Pallet dimensions must not exceed:
• Maximum Height: 160 cm
• Maximum Width: 100 cm x 120 cm
• Maximum Weight: 1,000 kg
• The Logistics Cluster will confirm warehouse receipt of the cargo by updating the cargo tracking system accordingly. 
• Cargo will not be released from the warehouse unless the Logistics Cluster has received a formal request sent to palestine.clustercargo@wfp.org from the requesting organization. Requests can be made via the online Release Order Form (ROF). General instructions for completing an online ROF are available here. 
• Release orders must contain the Consignment Number, quantity of units, total volume and weight of the cargo to be released and specify the designated recipient. The Logistics Cluster will coordinate handling-out and confirm the release of the cargo to the receiving organization.
• Release Order Forms (RLOs) or the formal email must be submitted at least 48h prior to the scheduled cargo release.

• Service Users should mark their pallets with consignment numbers, organisation logos, stickers, RITA shipping labels and UN2720 QR codes. RITA Shipping labels are automatically generated by the Logistics Cluster and sent to Service Users when the request is accepted. Labels can also be downloaded later if necessary using the consignment Tracking ID through the Logistics Cluster online tracking system.
• The requesting organization is responsible for loading the trucks at the point of origin and must ensure that all shipping documentation is provided to the truck drivers.
• When the cargo arrives at the final destination, the receiving organization should arrange offloading.

• For transport requests, the final consignee, the destination and contacts must be clearly indicated on the cargo and also in the request as well as any special cargo handling requirement. 

• The Logistics Cluster will confirm the scheduled pickup time for the cargo once truck arrangements have been finalized.
• The Logistics Cluster will transport the cargo and keep the organization informed regarding progress. 
• The sending organization, or the designated consignee, should confirm receipt through signing the waybill, which accompanies the cargo.
• In the event of any cargo loss during transport, the Logistics Cluster will issue loss reports solely based on the information reflected in the signed waybill by the service user upon receipt.

Use of Logistics Cluster–facilitated common logistics services requires Service Users to accept the Conditions of Service. 

Under these SOPs, WFP acts solely as an agent on behalf of the requesting organizations and assumes no liability for storage, transportation, or any loss or damage to the goods. WFP will deliver services in good faith and ensure they are carried out with due diligence. 

By issuing a Service Request Form (SRF), the requestor certifies that the listed cargo is the property of a humanitarian organisation and is for humanitarian purposes only. All required documentation will be ready and complete for the listed cargo by the "Date Ready to Load" in case of Transport service, and by the "Beginning (Date)" in the case of Storage service, or whichever occurs first. 

The requesting organization declares that all the information contained in the SRF to be true and correct to the best of its knowledge. By submitting the SRF, the requesting organization affirms the Requesting Officer's authority to act on behalf of the requesting organization and accepts full responsibility for all actions and obligations arising from the service request.

1. The service provider acts as an agent for the service users.
2. The service provider assumes no responsibility for any loss or damage to the goods carried. All carried goods are subject to quality assurance requirements of WFP and applicable rules and regulations.
3. Service users are responsible for making adequate arrangements for the insurance of their goods.
4. The SRF is not a document of transport; it is used for administrative convenience and is not intended to replace, substitute or supersede the transport document that may be issued in connection with any movement under the SRF.
5. All duties and taxes assessed on the cargo listed on the SRF are responsibility of the service user and should be resolved to the satisfaction of the relevant authorities prior to the cargo being handed over by the service user or their agent to the service provider.
6. The information contained in this SRF will be treated digitally and may be hosted on a 3rd party server.

Once a request has been confirmed by the Logistics Cluster team, such confirmation does not mean that a request has been accepted or approved. Requesting organizations will be notified separately once requests have been accepted.

The point of contact for inquiries related to the common logistics services described in this document is: Palestine.clustercargo@wfp.org.  

• Requesting organizations are responsible for ensuring their items have been packed in the appropriate transport container and able to handle the physical requirements of the operational transport. The Logistics Cluster reserves the right to refuse cargo that has not been properly packed, as improper packing can lead to delayed transport and reduced space for other organizations. 

• Cargo containers should be properly marked with relevant information, including (but not limited to):

  • Consignment number or printed consignment shipping label

  • Name of cargo owner/Service Requesting organization

  • Name of recipient organization (if different than the cargo owner)

  • Required temperature ranges

  • Expiration dates 

  • Correct UN ID numbers and hazard labels 

• Large, long, over-sized etc. items will be handled according to all relevant logistical and operational available capacity, on a case-by-case basis. Consultation with the Logistics Cluster is required before submitting a SRF.

• The Logistics Cluster is able to accept hazardous goods on a case-by-case basis. Consultation with the Logistics Cluster is required before submitting a SRF.  Service Users can look up possible dangerous goods using the Dangerous Goods Lookup Tool.

• In general, the Logistics Cluster does not usually offer temperature controlled transport or storage. However, requests would be considered on a case by case basis with organisations who have signed a Service Level Agreement with WFP for the provision of such specific logistics services in country.