This Charter is a declaration
of our mission, values and Standards, and our commitment to achieve
excellence in the formulation and implementation of Customs and Central
Excise policies and procedures for the benefit of the trade and industry,
which are our partners in progress.
SHALL CARRY OUT OUR TASKS WITH
Courtesy and understanding
shall encourage and assist voluntary tax compliance by our clients.
We expect you to be prompt and
reasonable in fulfilling your duty and legal obligations and are true
and honest in furnishing information to us.
declaration, 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 30 working days of receiving a valid claim.
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.
Release, where your
declaration relating to any consignment is complete and correct.
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.
Complete excise 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 your submission.
and clearance of your export consignment at your factory premises,
whenever you seek such a facility, within 8 hours of receiving
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
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 we 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
Your tax compliance
record will be recognized and security/ surety will not be insisted
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 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.
penalty proceedings will be initiated only after senior officers
of the Department are satisfied that prima facie evidence exists.
Explain the legal
provisions and your rights and obligations.
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 which
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 required.
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.
We will promptly acknowledge
your complaints and within 30 working days of their receipt, provide
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.
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.