charter is a declaration of our mission, values and standards and our commitment
to achieve excellence in the formulation and implementation of Customs & Central
Excise policies & procedures for the benefit of the trade & industry, who are
our partners in progress.
SHALL CARRY OUT OUR TASKS WITH
courtesy and understanding
promptness and efficiency
encourage and assist voluntary tax compliance by our clients.
you to be prompt and reasonable in fulfilling your duty and legal obligations
and honest in furnishing information to us.
intimations, applications, returns and all communications on the spot and in
any case within 7 days of their receipt.
Respond to all
communication within 15 working days of its receipt.
Settle any disputes
relating to declarations or assessments within 10 working days of receipt of
your written or oral explanation.
Refund amounts 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.
Release, where your
declaration relating to any consignment is complete and consignment is
complete and correct,
-in case of
exports, within 8 hours of filling an electronic declaration or within 24 hours
of filing a paper declaration.
-in case of imports, within 24 hours of filling an electronic declaration or
within 72 hours of filing a paper declaration
registration formalities within 48 hours of receiving your application.
Return to you the input
duty documents on which MODVAT credit has been availed of within 7 days of
Complete 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 records.
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.
FURTHER COMMIT THAT
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 confidential.
Clearance of consignments
will be withheld only after explaining the reasons for the same and will give
you full opportunity to explain before passing any final order.
Assesses in the small
scale sector will be visited only with proper authority from senior officers.
Your tax compliance record
will be recognized and security/surety will not be insisted upon.
Passengers can walk
through customs expecting courtesy, fairness and consideration.
Baggage of international
passengers will be opened only after explaining the reasons and in their
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.
Investigations and penalty
proceedings will be initiated only after senior officers of the Department are
satisfied that prima facie evidence exists.
The investigating officer
- explain the
legal provisions and your rights and obligations.
- seek confirmatory information by personal contact.
No seized document will be
withheld beyond 60 days except where they are to be relied upon in
We will provide full
information about appeal procedures and the authorities with whom appeals can
We will continually
consult all commercial interests while reviewing our policies 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 required.
Our performance will be
measured against these standards and independent surveys of clients'
perception and assessment of our performance and the results will be
publicized through the media.
COMPLAINTS & GRIEVANCES
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.
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.