ABSTRACT The correct thickness of the shell solidifying within the primary cooling zone of the continuous casting machine is among the most important parameters assuring the safe operation of the casting process. The main problem is related to the fact that the actual measurement of the thickness of steel solidifying in the mould is impossible. Available continuous casting process monitoring systems allow us to calculate its approximate value on the basis of the mould wall temperature reading, and often these systems ensure failure-free steel casting. In this paper, the authors show the results of long-term research carried out when assessing anomalies occurring during the steel continuous casting process. As a result of this research, shell thickness was measured experimentally. On the basis of experimental data, a new model was proposed to describe heat transfer in the primary cooling zone.