This Charter is the declaration of our mission, values and standards to achieve excellence in the formulation and implementation of Customs,Central Excise and Service Tax policies and enforcement of cross border controls for the beneit of trade, industry and other stakeholders.
This Citizens’ Charter will also be the benchmark to determine our efficiency and would be a dynamic document which would be reviewed at least once in two years.
Our Vision is to provide an efficient and transparent mechanism for collection of indirect taxes and enforcement of cross border controls with a view to encourage voluntary compliance.
Our Mission is to achieve excellence in the formulation and implementation of Customs, Central Excise and Service Tax laws and
Facilitating trade and industry by streamlining and simplifying Customs, Central Excise and Service Tax processes and helping Indian business to enhance its competitiveness
Streamlining Customs, Central Excise and Service Tax procedures by employing modern techniques like risk management, nonintrusive inspections and accredited clients facilitation.
Evolving cooperative initiatives with other government and private agencies and building partnerships with trade, industry and other stakeholders.
Providing Customs services such as examination of goods and factory stuffing of export goods at clients’ sites, as per policy.
Acknowledge all written communications including declarations, intimations, applications and returns immediately and in no case later than 7 working days of their receipt Convey decision on matters relating to declarations or assessments within 15 working days of their receipt.
Complete Central Excise registration formalities within 2 working days of receiving a complete application.
Complete examination and clearance of export consignment at factory premises within 24 hours of accepting the request.
Compliance levels shall be gradually enhanced through close monitoring, standardization of processes, use of IT
All officers will carry Identity Cards and all uniformed officers will wear name badges while on official duty.
Personal and business information disclosed to us will be kept confidential subject to the provisions of the Right to Information Act, 2005.
Clearance of consignments will be withheld only after explaining the reasons thereof and an opportunity will be provided before passing any final order.
Baggage of international passengers will be opened only after explaining the reasons and in their presence.
Before searching any premises or persons, the reasons thereof shall be explained. Officers undertaking any search operations shall offer themselves for personal search beforehand.
Full information about appeal procedure shall be provided along with details of the authorities with whom appeals can be filed.
Stakeholders will be consulted continually while reviewing our policies and procedures. Timely publicity of all changes in the law and procedures shall be provided.
Efforts will be made to enhance the use of information technology in all work areas and enable the trade to have IT based information access.
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. Relevant information and details of procedures, as may be required, will also be provided.
The service attributes shall be measured through customer perception feedback on the above commitments
We shall promptly acknowledge complaints within 48 hours of receipt and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the complainant.
In case, the complaint is not attended to, within the prescribed time norms or the remedy offered is not satisfactory, an appeal can be filed with the jurisdictional Commissioner / Chief Commissioner.
Common complaints and grievances can also be taken up with the Public Grievance Committee, Permanent Trade Facilitation Committee, Regional Advisory Committee and in the Open House meetings.
The detailed procedure for complaints handling process can be viewed on the CBEC website www.cbec.gov.in
At the field level: A Public Grievance Officer has been designated in each Commissionerate / Customs House with whom all complaints and grievances can be taken up.
The contact details of the Commissionerate-wise Public Grievance Officer are available at www.cbec.gov.in.
At the Board level: Commissioner (Publicity) has been nominated as the Public Grievance Officer for the Central Board of Excise and Customs, whose contact details are indicated below: