1.7 Quality of service

Information mechanisms provided by the Port Authority guaranteeing transparency in the knowledge of the conditions for operators wishing to provide services in the Port or to apply for a concession (I_18)

Those interested in establishing themselves in the Port of Huelva’s service area are informed via the technical services, which provide detailed information on each condition required by the applicable regulations. Similarly, the Port Authority of Huelva’s website provides relevant information regarding the technical characteristics of the Port and its port facilities, fees and tariffs, etc., facilitating understanding of the Port and its activities.

In the case of public domain occupations (concession/administrative authorisation), the conditions are set out in a set of regulatory specifications for each administrative title, which follows the structure and conditions established in Order FOM 938/2008 of 27 March, approving the General Specifications for the granting of concessions in the state port public domain. Similarly, these specific Terms and Conditions currently comply with the provisions of Royal Legislative Decree 2/2011 of 5 September, approving the Consolidated Text of the Law on State Ports and the Merchant Navy.

With regard to the provision of services, the aforementioned Act strictly regulates the various types of services to be provided by Port Authorities, specifying the procedure to be followed for the granting of the relevant licence, as well as the content of the relevant service specifications. Through the current applicable legislation cited above, the mechanisms employed by Huelva Port Authority to authorise the provision of the relevant service, or the occupation of public port land required by such services, fully guarantee transparency, ensuring a clear understanding of the conditions necessary to operate in the Port.

Port Authority initiatives to improve the efficiency and quality of the service (I_19)

During 2025, various technological solutions aimed at optimising the operational and administrative management of port services were launched and implemented, whilst simultaneously enhancing security, traceability and data quality. These cross-cutting measures aim to reduce cycle times, minimise manual errors, standardise information among key players in the port community, and provide objective evidence for decision-making and continuous improvement.

Port Services Management Platform (PGSP)

The PGSP has been deployed with the AMURA Pilots, AMURA Mooring and AMURA Tug modules, providing pilotage, mooring and tugboat companies with specific tools for the planning, allocation and recording of their operations. The platform standardises operational reporting, automates associated administrative tasks and improves the quality and availability of information on technical and nautical services.

Area Occupancy – Posidonia Mobile

The Posidonia Mobile solution has been implemented to streamline the preparation of area occupancy reports at service quays, from initial measurement through to digital signature and subsequent invoicing. The automated process reduces processing times, eliminates rework and ensures complete end-to-end traceability, improving document integrity and transparency for users.

Portable Pilot Units (PPU), for the Huelva Pilots’ Association

PPU units have been provided with the aim of enhancing safety and efficiency during navigation, berthing and unberthing manoeuvres, particularly in adverse weather conditions.

Port Call Management (PCM)

An internal tool has been implemented for the Port Authority aimed at optimising the planning and control of port calls, berthing and operations at service quays.

MARPOL Solution (NSWap)

The document management system for MARPOL waste collection services (Annex V) has been digitised, with the aim of simplifying operations, reducing administrative burdens and improving the traceability of associated documentation.

Design of the Port Community System (PCS)

Work has begun on designing a PCS to serve as a platform for exchanging information with consignees and service providers. The PCS will enable the digitisation of key services — including requests and authorisations for the supply of fuel and lubricants, amongst others — by integrating participants and processes that are currently fragmented. This initiative aims to reduce processing times, increase visibility across the operational chain and facilitate interoperability with corporate and third-party systems.

Companies benefiting from bonuses to encourage improvements in the quality of service (I_20)

Regarding quality rebates

In relation to the benchmarks serving as the basis for the application of the rebates provided for in Article 245 of Royal Decree 2/2011, point 2(b); in 2025, verification audits were carried out on the companies Atlantic Copper, DECAL España, ALGEPOSA, MOEVE, Enagás, IMPALA TERMINALS and BERGÉ Marítima S.L., yielding satisfactory results and confirming that the system is implemented in a mature and effective state. The total amount rebated for this purpose during 2025 came to €651,870.88.

As regards subsidies under Article 245(2)(a), relating to ship quality, the shipping company BALEARIA has been granted a total subsidy of €4,347.99

APH staff are always present during the verification audits of the State Ports Quality Standards.

Regarding best environmental practices

During 2025, five agreements on good environmental practices were in force, specifically with the companies Atlantic Copper, Decal España, MOEVE, Enagás and IMPALA TERMINALS. These rebates are granted in accordance with the provisions of Article 245.1(b) of Royal Legislative Decree 2/2011 of 5 September, approving the Consolidated Text of the Ports and Merchant Navy Act, which stipulates that where the holder of a licence to provide port cargo handling services or the holder of a concession or authorisation for a cargo handling terminal meets the requirements set out in that article, rebates of 15% shall generally apply to the activity tax rate, and 20% to that corresponding to the handling of solid or liquid bulk cargo.

An essential requirement of these Agreements is the performance of a specific audit by an accredited body to verify compliance with environmental requirements and the company’s level of environmental performance, as required for the establishment or renewal of such agreements. To this end, in addition to the aforementioned body, technical staff from Huelva Port Authority are present during the audits to ensure proper monitoring.

Furthermore, the good practice agreements require operators to effectively invest a significant proportion of the amount of the rebates received in the environmental improvement of their operations, the sum of which is always equal to or greater than 40% of the rebate received in the year.

Initiatives to receive or handle complaints or suggestions (I_21)

Complaints and suggestions are received via the General Registry in person, or via the Electronic Portal, and are channelled to the Department of Planning, Internal Control and Management Systems, which analyses, filters and internally forwards the communication to the relevant area of activity. It is the Department of Planning, Internal Control and Management Systems that follows up on complaints and suggestions and communicates with the relevant parties.

During 2025, 35 complaints, 1 request for information and 1 suggestion were received, all channelled through the General Registry.

Of the 35 complaints received, 5 did not fall within the remit of Huelva Port Authority, 26 related to infrastructure or elements requiring corrective maintenance, 3 to signage, and the last concerned other types of services provided by the Port Authority.

The only suggestion received related to improvements to services, facilities and street furniture in the service area. As this was deemed appropriate, the relevant changes were implemented.

Huelva Port Authority also requires and reviews annually the register of complaints and suggestions from operators awarded the Quality Benchmark during the benchmark compliance audits it attends, amongst other reasons, to gauge the performance of the awarded terminals and the service they provide. During 2025, no noteworthy complaints or suggestions were received.

With regard to the service satisfaction survey, the established procedure is that it is conducted every two years amongst all stakeholders and annually amongst ship captains. In 2024, the full survey was carried out, and in 2025, the survey targeting ship captains was conducted.

The results of the aforementioned survey show an excellent level of satisfaction shared by 100% of the sample, yielding the following results:

With regard to the services provided by the Port of Huelva, the results are as follows:

It can be concluded that the overall satisfaction of ship captains with the Port of Huelva reached an average of 8.88 points in 2025, slightly exceeding the 8.80 recorded in 2023. This increase is particularly significant given that the baseline was already at very high levels, reinforcing the perception of the port’s operational robustness and the quality of the services it offers.

In this context, the results reflect the Port of Huelva’s ability to maintain established quality standards over time. Sustaining and even slightly improving these ratings is a clear indicator of the positive experience that captains continue to have in their operations.