Service Request Portal

Can I still call the dispatch center to submit a request?

Yes. You can still submit requests by phone, especially during the transition period. Team members are available to assist you during business hours. Outside of business hours, the dispatch center remains available for any urgent or exceptional requests. Over time, we encourage you to use the portal as your primary channel, which will give you greater autonomy and more information about your request.

Will the portal change my role?

No. Web Request gives you more flexibility and information. You can submit your requests whenever you want, wherever you are, and track their status in real time. Your role remains the same.

What happens if I submit my request after the regulatory deadline?

The prescribed deadlines apply in the portal just as they did before. The portal clearly displays the deadlines that must be met. If a request is submitted after the deadline, fees may apply. If in doubt, consult the resources on the Pilot Control website or contact dispatch.

Do I have to fill everything out at once?

No. You can pre-fill your request and come back to it later. The request will not be submitted until all required fields are filled out and you click the submit button.

Will the portal prevent me from submitting my request if information is missing?

Yes. The form includes required fields. This check ensures that your request contains all the information needed to be processed correctly and prevents back-and-forth communication.

Can I reuse a previous request?

Yes. The portal keeps a history of your requests. You can retrieve a previous request as a template for a new submission.

How can I modify my request once it’s been submitted?

You can modify your request directly in the portal, as long as the regulatory deadlines allow it. After these deadlines have passed, please contact the dispatch center by phone for exceptional situations.

Will my invoices continue to be sent by email?

Yes, as usual. Additionally, they are accessible in your portal at any time.

What happens if the portal is unavailable?

If the portal is unavailable, please contact the dispatch center by phone. Dispatch services are never interrupted due to a technical issue. For a persistent problem, contact us at infopilotcontrol@psl-slp.gc.ca.

Do I receive a notification when the status of my request changes?

Yes. The portal sends email notifications for confirmations and updates.

Can the system process multiple requests at the same time?

Yes. The system is designed to process multiple requests simultaneously.

Are the requirements of port authorities and customs integrated?

No. Web Request covers only your pilotage request with the St. Lawrence Pilotage Authority. Procedures with other entities remain separate, as usual.

How can I learn to use the portal?

Consult the support sheets.

Our team is available during business hours. Outside of these hours, you can submit your requests by phone until you become familiar with the new system.