SHALL CARRY OUT OUR TASKS WITH
expect you to be prompt and reasonable in fulfilling your duty
and legal obligations and be true and honest in furnishing information
declarations, intimations, applications, returns and all communications
on the spot and in any case within 7 days of their receipt.
to all communication within 15 working days of its receipt.
any disputes relating to declarations or assessments within
10 working days of receipt of your written or oral explanation.
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 declarations.
where your declaration relating to any consignment is complete
case of exports, within 8 hours of filing an electronic
declaration or within 24 hours of filing a paper declaration.
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
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 initiative.
SHALL FURTHER COMMIT THAT
- all uniformed
officers who deal with the public will wear name badges and
carry an Identity Card.
and business information disclosed to us will be kept confidential.
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.
in 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 consideration.
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 them.
- we will
explain the reasons if we need to search you and offer our own
search before it.
and penalty proceedings will be initiated only after senior
officers of the Department are satisfied that prima facie evidence
- the investigating
the legal provisions and your rights and obligations.
confirmatory information by personal contact.
- no seized
document will be withheld beyond 60 days except where they are
to be relied upon in departmental proceedings.
- we will
provide full information about appeal procedures and the authorities
with whom appeals can be filed.
- we will
continually consult all commercial interests while reviewing
our policies and procedures and provide timely publicity of
all changes in the law or procedures.
- every 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
- Our 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 media
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 Commissioner.
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.