Our Commitment to Quality Service

Singapore Customs is committed to providing excellent service to our customers.

Our Quality Policy is "Your Satisfaction, Our Pride".

We ensure that the service we provide is 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 open and transparent with our rules, which are reviewed regularly to ensure that they continue to meet your needs and expectations.
Fair - We will serve with equity, honesty and impartiality.

We will respond to you in a timely manner. Please see our service standards below:

Services	Performance Targets
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	100% within 5 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
Assessment and Collection of Duty/GST from Passengers/Crew Members	95% within 8 mins
Reply to Public Enquiry (including e-mails)	90% within 4 working days
Issuance of Customs Rulings	100% within 30 days

Click here ( PDF 448kb ) to view our Service Charter.