WE SHALL CARRY OUT OUR TASKS WITH|
- integrity and
- courtesy and
We expect you to be prompt and reasonable in fulfilling your
and legal obligations and be true and honest in
furnishing information to us.
declarations, intimations, applications, returns and all
communications on the spot and in any case within 7 days of their
- respond to
all communication within 15 working days of its
- settle any
disputes relating to declarations or assessments within 10 working
days of receipt of your written or oral
amounts due to you within 30 working days of receiving a valid
- pay any duty
drawback due to you within 48 hours of the export of the goods in
case of electronic declarations and 15 days in case of paper
where your declaration relating to any consignment is complete and
- in case of
exports, within 8 hours of filing an electronic declaration or
within 24 hours of filing a paper declaration.
in case of
imports, within 24 hours of filing an electronic declaration or
within 72 hours of filing a paper declaration.
excise registration formalities within 48 hours of receiving your
- return to you
the input duty documents on which MODVAT credit has been availed
of within 7 days of your submission.
examination and clearance of your export consignment at your
factory premises, whenever you seek such a facility, within 8
hours of receiving intimation.
give you 15
days advance intimation before we undertake audit of your
In case of
likely or inevitable delay in decision making or when an issue is
disputed, we shall promptly communicate the reasons on our own
WE SHALL FURTHER COMMIT
- all uniformed
officers who deal with the public will wear name badges and carry
an Identity Card.
- personal and
business information disclosed to us will be kept
- clearance of
consignments will be withheld only after explaining the reasons
for the same and we will give you full opportunity to explain
before passing any final order.
the small scale sector will be visited only with proper authority
from senior officers.
- your tax
compliance record will be recognised and security/ surety will not
be insisted upon.
can walk through customs expecting courtesy, fairness and
- baggage of
international passengers will be opened only after explaining the
reasons and in their presence.
we will help
in repacking baggage if we have made you unpack
- we will
explain the reasons if we need to search you and offer our own
search before it.
investigations and penalty proceedings will be initiated
only after senior officers of the Department are satisfied that
prima facie evidence exists.
investigating officer will
- explain the
legal provisions and your rights and obligations.
confirmatory information by personal
- no seized
document will be withheld beyond 60 days except where they are to
be relied upon in departmental proceedings.
provide full information about appeal procedures and the
authorities with whom appeals can be filed.
continually consult all commercial interests while reviewing our
policies and procedures and provide timely publicity of all
changes in the law or procedures.
possible assistance will be rendered by the Public Relations
Officer in the Divisional Office/Commissionerate Office/Custom
House (the name and telephone number of the Public Relations
Officer will be prominently displayed at such offices) by
providing all relevant information and details of procedures as
may be required.
performance will be measured against these standards and
independent surveys of clients' perception and assessment of our
performance and the results will be publicised through the
COMPLAINTS & GRIEVANCES|
We will promptly
acknowledge your complaints and within 30 working days of their
receipt, provide final replies.
If you have a
complaint or grievance you may also take up the matter with the
Public Grievances Committee headed by the Commissioner and/or the
Zonal Grievances Committee headed by the Chief
A network of Guidance Units set up in the office of each head
of Customs and Central Excise will provide help and assistance in
Customs and Central Excise matters.|