Our Quality Policy is "Your Satisfaction, Our Pride".
We are committed to providing excellent service, and our pride resides on our customer satisfaction.
The service we provide will be fast and friendly, firm and fair.
Fast- We will try to fully understand your needs and will offer prompt services to meet them.
Friendly - We will be attentive and polite when we serve you.
Firm - We will be steadfast in upholding our laws and will be open and transparent in enforcing them.
Fair - We will serve with equity, honesty and impartiality.
Please see our service standards below:
| Processing of TradeNet® Declarations and amendment of TradeNet permits |
90% within 10 mins
|
| Processing of Licensed Warehouse Applications |
100% within 7 working days |
| Processing of Zero-GST Warehouse Type I Applications |
100% within 7 working days |
Refund of Customs Duty/GST without
submission of supporting documents
Refund of Customs Duty/GST with
submission of supporting documents |
100% within 5 working days
100% within 12 working days |
| Processing of Certificates of Origin |
100% within 2 hrs of application |
| Issuance of Import Certificate and Delivery Verification |
100% within 2 hrs of application |
| Endorsement of GST Tourist Refund Claim Forms |
95% within 10 mins*
|
| Endorsement of export permit under the Hand-carried Exports Scheme |
95% within 15 mins* |
| Assessment and Collection of Duty/GST from Passengers/Crew Members |
95% within 10 mins*
|
| Reply to Public Enquiry (including e-mails) |
90% within 4 working days
|
| Issuance of Customs Rulings |
100% within 30 days upon receipt
of full supporting documents |
* On weekends and festive holidays, the processing time may be longer. You are advised to come to the Customs counter early |
Click (PDF 2.38MB ) to view our Service Charter.