Venezuela - Common Logistics Services, Standard Operating Procedure (SOP), Fourth Update

Content

1. Overview

This document provides an overview of the common logistics services made available through the Logistics Working Group (LWG), led by the World Food Program (WFP), how to access them, and the conditions under which these services will be provided.

The purpose of these services is to enable humanitarian organizations working on earthquake response efforts to establish an uninterrupted supply chain that supports the delivery of humanitarian aid to the affected population.

These services are not intended to replace the logistical capabilities of other organizations or to compete with the commercial market. Rather, they aim to fill identified operational gaps and provide a last-resort option when other service providers are unavailable or when existing capacity is insufficient to meet humanitarian needs.

These services are expected to be available until December 16, 2026, or until the allocated funds are exhausted. However, the partial or total withdrawal of services may occur before or after this date due to specific circumstances:

• Changes in the situation on the ground
• The services no longer constitute an agreed-upon or identified need
• Funding constraints

This document is subject to periodic updates based on evolving operational needs and changes in the context. Service users are responsible for consulting the most recent version before submitting any request. Updated versions will be shared via the following email address: venezuela.clustercargo@wfp.org.

WFP reserves the right to reject or place requests on hold at any time if conditions on the ground do not allow for the proper implementation of the provisions outlined below.

2. Key Notes for Users

Important considerations before requesting services:

• Any information and documentation related to Service Requests that is not attached to the Service Request Form (online SRF) must be sent later by email to: venezuela.clustercargo@wfp.org.
• Each Service Request Form (SRF) must be submitted for a single origin and destination. Users must not include multiple pickup locations or multiple delivery destinations on the same SRF.
• Each SRF must be submitted for a single shipment. Although multiple services, such as transportation and storage, may be requested within a single SRF, this is only permitted when they apply to the same shipment.
• Service users are expected to attach all required documentation to the online SRF at the time of submission to ensure timely and accurate processing.
• The service user bears full responsibility for insuring all loading during transportation and storage operations. Insurance coverage must be arranged independently, as it is not included in the scope of these logistics services.
• The service provider is not liable for any loss or damage to the cargo during transport or storage. All handled items must comply with the World Food Programme’s (WFP) quality assurance standards and relevant regulatory requirements.
• The implementation of services depends on prevailing security conditions, which may affect scheduling, access, and operational feasibility. The provision of services is subject to the availability of secure access, transport capacity, and necessary permits, and may be adjusted or suspended accordingly.
• Services will be provided in accordance with the priorities established by the National Government, the Country Humanitarian Team (CHT), and the Inter-Cluster Coordination Group (ICG). As a guiding principle, priority will be given to requests related to life-saving activities and emergency response.

3. Available Services

The services provided by the GTL are as follows:

• Temporary storage service (with or without pickup)
• Land transportation service for humanitarian cargo

3.1 Temporary Storage Service

The GTL provides storage space to humanitarian organizations for the temporary pre-positioning of loading, including the management of incoming and outgoing shipments, free of charge to the user. 

Currently, storage services are available at the following locations: 

(*) Loading of shipments containing hazardous materials must be reported prior to loading and shipment.

(**) Operations may be scheduled at other times with 24 hours’ advance notice.

NOTE: The availability of storage space at other locations will be evaluated on a case-by-case basis. The availability of warehouses at other key locations may be evaluated based on user demand.

• Temporary storage will be offered to humanitarian organizations in a shared facility.
• All storage space provided is temporary, for up to 15 DAYS. If an extension is required, it may be considered based on warehouse availability and the partner’s requirements.
• The availability of storage space and the duration for which it is provided may vary depending on overall utilization levels.
• Storage space may be available at floor level or on racks, depending on need and/or availability.
• Service users must confirm storage availability at least 2 business DAYS in advance by sending an email to the designated contact address: venezuela.clustercargo@wfp.org.
• If additional storage time is required, the service user must notify GTL before the agreed-upon deadline. Any extension will be subject to availability and granted at GTL’s sole discretion.
• GTL reserves the right to assign the loading to the most suitable warehouse, based on access and availability.

Temperature Control:

• The warehouses in La Guaira feature temperature-controlled and/or refrigerated storage rooms, offering the ability to adjust the temperature according to need and demand:
  • Chamber 1: 50 m2, 2–8°C (can be set to other temperatures, including below 0°C)
  • Chamber 2: 80 m², 12–25°C
  • Chiller Room 3: 70 m², 12–25°C

3.2. Transportation Services

• Transportation services will be used exclusively for the delivery of humanitarian aid related to the response to the earthquake emergency. International transportation is not included but may be considered on a case-by-case basis.
• Ground transportation is provided free of charge to the user to the areas requested by the organizations. Each case is evaluated based on the availability of providers.
• Transportation services may be requested for:
  • Loading currently stored in WFP warehouses.
  • Loading stored in warehouses designated by the service user.
  • Loading at transloading points (CCS Airport, La Guaira Port, Cabello Port, border crossings, ETC).
• If the transportation service is requested from Maiquetía Airport (CCS), “Vene-Embarques” must be indicated as the destination warehouse on the documentation accompanying the air cargo. Otherwise, the loading will be sent to Ramp 4 (presidential hangar), delaying its release to the supplier contracted by the GTL providing the service.
• Service users who request loading from their facilities, a designated warehouse, or the warehouse of a commercial service provider acting on their behalf are responsible for organizing the loading of the goods. Unloading at the ground level or destination point at the delivery locations is the responsibility of the user. Any additional movement at destination points is the responsibility of the user.
• In the event that GTL lacks the capacity to provide service, organizations are responsible for arranging transportation to their final destinations.
• If you need to transport small loads (1 metric ton or less), we will evaluate whether to consolidate the loading before transporting it.
• If you need to transport cargo from areas outside the aforementioned coverage zone, GTL’s capacity must be evaluated on a case-by-case basis. Please communicate your needs to venezuela.clustercargo@wfp.org.
• GTL, through PMA, has the following transportation contracts already in effect:
• 1 ground transportation contract with nationwide coverage: heavy cargo (30 metric tons) and medium cargo (0–10 metric tons).
• 1 ground transportation contract specifically for La Guaira: heavy cargo (30 metric tons) and medium cargo (0–10 metric tons).

4. How to Access Services

• Users must submit a Service Request Form (SRF) by completing an online SRF.
• SRFs must be submitted at least 2 business days prior to: i) delivery of the loading to the consolidation warehouse/common warehouse, or ii) the required/scheduled date for transport.

1. An SRF for ground transportation service may only include:
   • A single date on which the cargo will be delivered to initiate transportation services (in the “Ready to Load Date” field).
   • A single location where the loading will be delivered by the user to begin transportation services (in the “From” field of the “Starting Point” section).
   • A single destination location where the loading will be delivered upon completion of the transportation services (in the “Delivered” field of the “Destination” section).
2. An SRF for temporary storage services can only have:
   • A single warehouse location where the loading will be delivered by the user to begin storage services (in the “Location to Be Stored At” field in the “Storage” section).
   • A single date on which the loading will be delivered to begin storage services (in the “Start Date” field of the “Storage” section).
   • A single date on which the loading will be returned upon completion of the storage services (in the “End Date” field of the “Storage” section).

NOTE: Detailed instructions on how to complete the SRF are available here.

• Service users must provide exact loading dimensions. If incorrect weights, volumes, quantities, or contents are reported on the SRF, the loading may be rejected at the warehouse or during pickup. For guidance on determining loading dimensions, see this guide. To help calculate the dimensions, you can use the loading dimensions calculator.
• Service users are encouraged to include their organization’s purchase order (PO) number(s) or any other internal shipment reference in the “Shipping Organization Reference Number” field to facilitate tracking.
• After submitting the SRF online, the requester will receive an automated email at the address provided during submission to verify and finalize the request. This email validation step is mandatory to confirm the submission of the SRF.

Please note that, up to this point in the process, no obligation or commitment to provide the requested service has been established.

• PMA will acknowledge receipt of the SRF within 24 hours and will take one of the following actions: (a) request any necessary clarifications or additional documentation, or (b) register the SRF with a “New” status and provide the service user with a submission report containing a 9-digit tracking code.
• PMA will review the request and approve or cancel it in accordance with the specific conditions governing the provision of standard logistics services within 24 hours. Any status change will be automatically communicated to the applicant.
• Service users can monitor the status of their shipment and submit release requests through the online tracking system, using the tracking number provided by PMA via the Relief Item Tracking Application (RITA).
• Any additional inquiries should be sent to: venezuela.clustercargo@wfp.org.
• All service users are required to submit copies of a Packing List and/or a Commercial Invoice along with the SRF.

4.1 Temporary Storage Service

• Upon receiving confirmation from PMA that the request has been accepted, the requesting organization must notify the GTL of the estimated date and time of the loading’s arrival at the warehouse. In addition, the applicant must provide the license plate numbers of the trucks, along with the contact information for the drivers and/or the convoy leader, to facilitate the guidance of the vehicles to the warehouse.
• The requesting organization must also provide PMA with the shipment’s waybill numbers (and, if possible, copies of the waybills) by attaching them to the SRF. This information will facilitate the identification of the loading upon arrival.
• Storage in PMA warehouses without pickup:
  • The user is responsible for transporting the cargo to the PMA warehouse designated by PMA staff.
  • PMA handles unloading and storage according to the loading characteristics and/or the requirements described.
• Storage in PMA warehouses with pickup:
  • Organizations are responsible for loading the cargo onto the transportation provided by PMA (this does not apply to ports/airports; in these cases, PMA will arrange for loading onto the designated vehicles).
  • PMA handles the transport.
  • PMA unloads and stores the cargo according to its characteristics and/or the specified requirements.
• PMA will confirm receipt of the cargo to the shipping organization/carrier and to the consignee, and will also update RITA’s shipment tracking system.
• The loading will not be released from the warehouse unless PMA has received a Release to Order (RLO) form signed by the requesting organization. General instructions for completing an RLO online are available here.
• The release request must include the consignment number, the number of units, and specify the designated receiver. PMA will coordinate outbound handling and confirm the release of the shipment to the receiving organization.
• Release-to-Order (RLO) forms must be submitted at least 2 business days prior to the scheduled release of the loading.
• Loading release will be conducted by handling unit or inventory unit. PMA does not guarantee “picking” for quantities smaller than the handling units received. If smaller quantities are required, PMA will release the minimum handling unit, even if it represents a quantity greater than that requested.
• If the user wishes to pick up the shipment and transport it at their own expense, they must enter the shipment reference number and the number of units into RITA, and must specify the name of the person to whom the shipment is to be delivered (driver’s name, vehicle license plate number, ETC.).
• Any questions regarding the status of the loading can be addressed through the RITA portal by tracking the relevant Service Request: Rita - Relief Item Tracking Application.

4.2 Transportation Services

• Transportation to PMA Warehouses:
  • The requesting organization is responsible for loading the trucks at the point of origin and ensuring that all shipping documentation is provided to the drivers (this does not apply to ports or airports; in those cases, PMA will manage the loading onto the designated transport vehicles).
  • PMA will confirm the approximate pickup time for the loading at the point of origin once arrangements with the carrier have been finalized.
  • PMA handles the transport.
  • PMA handles unloading and storage.
• Transportation from PMA warehouses to destination points (when possible):
  • PMA is responsible for loading the trucks at the origin warehouse and ensuring that all shipping documentation is provided to the drivers.
  • PMA will confirm the approximate time of arrival of the loading at the destination once arrangements with the carrier have been finalized.
  • Unloading at the destination, as previously agreed upon in the SRF, will be the user’s responsibility.
  • Any additional movement at the destination is the user’s responsibility.
• For transport requests, the final consignee, destination, and contacts must be clearly indicated on the loading and also on the request (SRF), as well as any special loading handling requirements.
• PMA will transport the cargo and keep the organization informed of its progress.
• The shipping organization, or the designated consignee, must confirm receipt by signing the transport waybill accompanying the loading.
• Transportation planning with the PMA must be conducted Monday through Friday from 8:00 a.m. to 5:00 p.m.

NOTES:

• Ground transportation will be organized by consolidating loading with shipments from other organizations. 
• If an organization requires a shipment involving only its own loading, the specific case must be reviewed. This may be possible provided that the quantities are sufficient to fill the total available capacity of the contracted means of transportation.

5. Terms of Service

• Requests are subject to the availability of resources and will be processed in accordance with the priorities established by the National Government and the coordinating agencies operating within the territory. 
• The use of the shared logistics services provided by the GTL is subject to the service users’ acceptance of the Terms of Service. Under these Standard Operating Procedures (SOPs), PMA acts solely as an agent on behalf of the requesting organizations and assumes no liability for the storage, transportation, or any loss or damage to the goods. PMA will provide the services in good faith and ensure that they are carried out with due diligence.
• By issuing an SRF, the applicant certifies that the listed loading is owned by a humanitarian organization and is intended exclusively for humanitarian purposes. All required documentation will be ready and complete for the specified loading no later than the “Loading Date” in the case of transportation services, and the “Start Date” in the case of storage services, or whichever date occurs first.
• The applicant organization declares that all information contained in the SRF is true and correct to the best of its knowledge and belief. By submitting the SRF, the applicant organization confirms the authority of the requesting official to act on behalf of the 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 liability for any loss or damage to the goods transported. All goods transported are subject to PMA’s quality assurance requirements and applicable rules and regulations.
3. Service users are responsible for making appropriate arrangements to insure their goods.
4. The SRF is not a bill of lading; it is used for administrative convenience and is not intended to replace, substitute for, or take precedence over any bill of lading that may be issued in connection with any shipment under the SRF.
5. All duties and taxes applicable to the loading included in the SRF are the responsibility of the service user and must be settled to the satisfaction of the competent authorities before the loading is delivered by the service user or its agent to the service provider.
6. The information contained in this SRF will be processed digitally and may be hosted on a third-party server.

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

6. Contacts and Support

For inquiries regarding the logistics services described in this document: venezuela.clustercargo@wfp.org.

Focal points for general logistics services:

Andrea Acosta Logistics Working Group Coordinator

Juan Carlos Sanmartín Procurement and Service Provision

Tulio Ibarra Warehouse Manager

7. Final Technical Considerations

LOADING PACKAGING REQUIREMENTS

• Applicant organizations are responsible for ensuring that their items have been packed in the appropriate container and can withstand the physical demands of transport. The GTL reserves the right to reject loading that has not been properly packaged, as improper packaging may cause delays in transport and reduce the space available for other organizations.
• Loading packages must be properly marked with the relevant information, including, but not limited to, the following details:
  • Shipment number or printed shipping label for the consignment
  • Name of the loading owner / organization requesting the service
  • Name of the recipient organization (if different from the loading owner)
  • Required temperature ranges
  • Expiration dates
  • Hazard labels

LARGE AND OVERSIZED ITEMS

• Large, long, oversized items, ETC, will be handled according to the available capacity in the cargo hold designated by PMA for this purpose.

DANGEROUS GOODS AND TEMPERATURE-CONTROLLED ITEMS

• The GTL may accept dangerous goods following a case-by-case evaluation. Consultation with the GTL is required before submitting an SRF. Service users can check for potential dangerous goods using the dangerous goods lookup tool.

RETURNS OR FALSE SHIPMENTS 

• If, for any reason other than force majeure, the organization that owns the cargo is not present at the agreed-upon location for receipt of the cargo, the cargo will be returned to its point of origin, and the organization that owns the cargo will be charged for both the outbound and return transportation services.

 MOBILE WAREHOUSES

• PMA has 6 mobile storage units (MSUs) with individual capacities of 240 m² (3 units) and 320 m² (3 units) for temporary storage, which can be made available as additional storage space if required.
• To request them, please contact: venezuela.clustercargo@wfp.org.