HelpDesk and Pre-Arrival Notification (PAN)

The MACN HelpDesk is a public-private partnership designed to bridge the gap between the shipping industry and government authorities in real time. Currently active in India, Egypt, Nigeria, and Ukraine, it supports the private sector in:

  • Pre-Arrival Notification (PAN): Receive country specific guidance in preparation to minimize corruption risks.
  • Immediate Assistance: Collaborating with relevant authorities to resolve unethical demands in real time in India, Egypt, Nigeria, and Ukraine.
  • Post-Departure Survey: Collecting feedback on the vessel’s experience to drive continuous improvement.

Contact Kasper Nielsen – knielsen@macn.dk with any questions.

Please follow the three-step instructions below to use the Helpdesk:

1. Pre-Arrival Notification (PAN)

Before arriving at a high-risk port or terminal: Send MACN a Pre-Arrival Notification (PAN) +72 hours before arrival with the required information (as indicated below) to helpdesk@macn.dk

Create a PAN template from this link

We encourage member vessels to submit a PAN when calling at any high-risk country in order to receive country-specific guidance and information.
Please note that real-time Helpdesk assistance is only available in India, Egypt, Nigeria, and Ukraine.

PAN Information

Email Subject: Country – Vessel name – IMO Number – Port/Terminal

Email Body:

  • Name of vessel
  • IMO number
  • Name of arrival Port/Harbour/Terminal
  • Name of arrival country
  • Estimated Time of Arrival (ETA)
  • Estimated Time of Departure (ETD)
  • Last port of call
  • Next port of call
  • Name and contact details of boarding agent

After you have sent a PAN, you will receive an automatic reply that includes country-specific guidance on how best to prepare, the stop corruption posters, a guidance for captain, and a letter to the port agent.

MACN has country guides for the following countries: Angola, Congo, Egypt, Gabon, Gambia, Ghana, India, Indonesia, Nigeria, Senegal, Ukraine.

2. Incident Management

Rejecting demands from public officials can be a stressful situation.

It’s important to stay calm and excuse yourself to contact your company and/or the MACN Helpdesk if available in the respective country.

Contact information for MACN Local HelpDesks:

🇪🇬 Egypt MACN Local HelpDesk partner:

Eldib Pandi

Email: helpdesk@macn.dk

Copy to: MACN.EGYPT@eldibpandi.com

Phone Number (WhatsApp): +20 102 4888402

When to escalate (but not limited to):

  • When Port Stakeholders* demand items of value (e.g., cigarettes, alcohol, food) to be taken away from the vessel in order to clear the vessel for operations.
  • When vessel inspections may lead to unjustified/unethical outcomes or fines.
  • During on-board inspection if Port Stakeholders* provide an option for a clean inspection report in exchange for money or items of value from the vessel. See our SOP for Handling Unfair outcomes of PSC inspections.
  • When Port Stakeholders* behave unprofessionally during inspections and vessel clearance.
  • When there is any doubt on board the vessel with regard to the nature of the vessel clearance procedures or inspections.

*Port Stakeholders may include but are not limited to Government officials, pilots, port agents, P&I correspondents, surveyors, etc. 

How to escalate:

  • Step 1: Vessel shall notify the Company (DPA or appointed person) immediately.
  • Step 2: The company shall advise and provide relevant support to the Vessel – for e.g., contacting the Port Agent or P&I Club/Correspondents or Class depending on the nature of the case.
  • Step 3: The company shall advise the Vessel to contact MACN HelpDesk (or the Company can contacts HelpDesk directly) if available in the respective country. Please utilize all means of communication if needed (i.e. phone call, WhatsApp chat, e-mail) and provide a brief description of the situation and attach relevant documents.
  • Step 4: When MACN HelpDesk is activated, the case can/will be escalated to the relevant Government officials for their intervention.
  • Step 5: MACN HelpDesk will follow up with the vessel/Company on the relevant case, via all modes of communication.

Important note: When calling or using WhatsApp to contact MACN Helpdesk, it is important to share your Name, Vessel details, Name of the Port, and details of the demand being made (Who is making the demand / What is the demand being made). 

3. Post Departure Investigation

Following your visit to any global port, it is important for us to understand your experience during your visit and if any corrupt demands were made during your visit. You will therefore receive an email from MACN following your departure with two to three simple questions about your port experience.

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