|
| 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, who are our partners in progress.
|
|
|
|
OUR COMMITMENT
|
|
| WE SHALL CARRY OUT OUR TASKS WITH |
|
- integrity and judiciousness
- courtesy and understanding
- objectivity and transparency
- promptness and efficiency
We shall encourage and assist voluntary task compliance by our
clients.
|
|
|
OUR EXPECTATION
|
|
| We expect you to be prompt and reasonable
in fulfilling your duty and legal obligations and be true and
honest in furnishing information to us.
|
|
|
OUR STANDARDS
|
|
| WE SHALL |
|
- acknowledge declarations, 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.
- 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. |
|
|
WE 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 consignment 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.
- assessees 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.
- 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 expain 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 will
- 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 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 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 publicised
through the media.
|
|
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 Zonal Grievances Committee headed by the Chief Commissioner.
|
|
|
