Foreword. the North, such as the frozen fish, automotive activities, granite, aluminium or industrial parts and project cargo.

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1 Service List Service List

2 Foreword Located on the Atlantic coast of Northwestern Spain, the Port of Vigo holds a large part of the growth of its autonomous region, Galicia. In fact, from its docks departs about the 40% of Galician s exports. Vigo has an essential export nature which handles general cargo with high economic value. In this sense, it is important to remark that the first basic characteristic of the Port of Vigo is that almost its whole activity is related to import and export, leaving only a small part to transfers. In all, the Port is absolutely orientated to serve companies and interests of its area, building a logistic enclave with huge economic and industrial importance that provides high competitiveness. The total traffic of the handled goods at Port throughout 2012 was above 4 million tons. However, the importance of the Port of Vigo lies more than in its quantity, in its quality and economic value. So that almost 90% of its volume corresponds to general cargo, with high economic value, and only 10% to bulks. Because of this, the total traffic value was above EUR 11,800 million, thanks to the contribution of traffics in which the Port of Vigo is leader, not in the national aggregate but in the North, such as the frozen fish, automotive activities, granite, aluminium or industrial parts and project cargo. Another differential factor of the Port of Vigo is its degree of specialisation in port operations, which does not share with any other Spanish port of the Atlantic coast. The Port of Vigo is highly containerized (81 % of its traffic is lo-lo and ro-ro). In fact, it is the 8th port of Spain in container traffic and the 5th in containers of import-export, behind Valencia, Barcelona, Bilbao and Algeciras. Related to the ro-ro traffic, Vigo is the 2nd port of Spain in traffic of new vehicles with almost a million tons of general cargo handled on its terminal. And no doubt, we have to mention in this presentation the part that better defines and distinguish the Port of Vigo: the fishing port of El Berbés, which is a world reference in terms of fish for human

3 consumption. El Berbés, where the fresh fish is unloaded, have achieved 82,700 tons and a value at first sell of EUR 197 million, that makes it the first in the last years ranks in this matter. In view of these data, and despite the current difficult economic situation, the Presidency and the Direction of the Port Authority have decided to optimize its effectiveness as a priority, through the organization of spaces, the improvement of the docks and the promotion of the PLI- SAN, logistics platform of the Port of Vigo. Moreover, as a public entity, the Port Authority of Vigo has a clear service vocation, not only to port users but also to the citizens in general in relation to the areas where it has responsibility and competence. And in this sense, it also has conscience of saving, transparency and efficiency that will bring the ELECTRONIC ADMINISTRATION to this public service. The current electronic site will become a platform of clear communication and quick reply from now on. Vigo, 1st June 2013 Ignacio López-Chaves Castro

4 Port Authority Information Departments Divisions HEADQUARTERS: Praza da Estrela VIGO Tlf / Fax apvigo@apvigo.es port Works port Work projects CONTROL CENTER (24 HOURS): Tlf emergencies - ccapv@apvigo.es planning & infraestructure area Roberto Larrocha Pascual obras@apvigo.es José E. Escolar Piedras proyectos@apvigo.es smaritimas@apvigo.es fishing port human Board of directors operations Carlos Losada Soutelo resources Dorinda C. Conde Martínez fishmarket@apvigo.es administracionberbes@apvigo.es recursoshumanos@apvigo.es prevencion@apvigo.es chairmanship general secretariat information tecnology Ignacio López-Chaves Castro prensa@apvigo.es presidencia@apvigo.es Tlf / Fax José Ramón Costas Alonso juridicos@apvigo.es David Silveira Vila informatica@apvigo.es economic & economic & finance finance managing direction Rosina Cruces Cerviño contabilidad@apvigo.es Juan Otero Desojo compras@apvigo.es Beatriz Colunga Fidalgo direccion@apvigo.es Tlf / Fax genera services support environment Mª Luisa Graña Barcia archivoapv@apvigo.es Carlos Botana Lagarón medioambiente@apvigo.es r+d+i Antonio Coucheiro Dios safety & security idi@apvigo.es Juan José Martín González public domain seguridad@apvigo.es proteccion@apvigo.es management deputy managing direction port operations José Luis de Luis Andrés concesiones@apvigo.es port operations Manuel Arcos Romero Rubén Marín Gallego explotacion@apvigo.es commercial opportuarias@apvigo.es estadistica@apvigo.es comisaria@apvigo.es management Mª Dolores Rois Orza comercial@apvigo.es sac@apvigo.es mantenance Antonio Lara Rubido conservacion@apvigo.es Departamentos Divisions

5 Port Authority Services According to current regulations, the Port Authority of Vigo has several competences that can be summarized in these areas of activity: Port Services: distinguishing the General services, such as the port traffic control, port police, lighting, cleaning service, etc. that the Port Authority provides exclusively, from the other port and commercial services that are provided by private companies under competition conditions after having obtained a licence. In this case, the Port Authority guarantees that these services are provided in optimum security, quality, efficiency and effectively conditions, under rigorous principles of regularity, continuity and non discrimination. Here are included technical-nautical services, waste reception, loading and unloading cargo or services related to passengers. Regulation of the service area and port uses. Port works, including maritime signalling. Management of public domain. Management and profitability of the public heritage assigned. Promotion of industrial and economic activities related to maritime and port traffic. Coordination of every means of transport within the port area.

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7 Complaints and Suggestions Citizens can make their complaints and suggestions through the following ways: * Through the electronic site (sede. apvigo.gob.es). This system requires the use of DNI-e or electronic signature accredited by the State. * By communication to sac@ apvigo.es, that should be subscribed by the electronic signature of the person concerned. * By post, addressed to Registro Ge neral de la Autoridad Portuaria de Vigo, calle Praza da Estrela, , Vigo. * In person, through a form available on the Registry of the Port Authority of Vigo. Every complaint and suggestion will be replied within 20 working days, in accordance to the Royal Decree 951/205, of 29th July. Means of Participation and Colaboration of Citizens By submitting complaints and suggestions in accordance to the List of Services. By sending written letters or s to the people in charge of the List. Through regular online satisfaction surveys to know your opinion about the service.

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