Our Commitment to Quality Service

Your Satisfaction, Our Pride

We are committed to provide excellent service as outlined in our Service Charter, and our pride resides in our customers’ satisfaction.

The service we provide will be:
We seek to understand your needs and serve you promptly.
We are attentive and polite when we serve you.
We are steadfast in upholding our laws and open and transparent in enforcing them.
We serve with equity, honesty and impartiality.

Our Service Standards

Emails and letters

We aim to reply emails and letters within 3 working days. We may take a slightly longer time to respond to more complex queries. If we cannot fully answer your query on time, we will give you an interim response.


Process TradeNet Declarations (and Amendments)

  • 99% within 10 minutes

Process Warehouse Licence and Zero-GST Warehouse (Type I) Licence Applications 

  • Within 7 working days

Issue Customs Duty/Goods and Services Tax (GST) Refund    

  • Within 5 working days (if supporting documents are not required)
  • Within 12 working days (upon receipt of all supporting documents)

Process Certificates of Origin Online Applications

  • Certificates of Origin for goods of Singapore origin applications within 2 hours
  • Back-to-back Certificates of Origin applications within 2 working days

Issue Import Certificates and Delivery Verifications

  • Within 2 hours of application

Issue Customs Rulings    

  • Within 30 days upon receipt of full supporting documents

Endorse Tourist GST Refund Claim Forms*

  • 95% within 10 minutes

Process Assessment and Collection of Duty/GST from Travellers/Crew Members*

  • 95% within 8 minutes

Endorse Export Permits under the Hand-Carried Exports Scheme*

  • 95% within 15 minutes

* On weekends and public holidays, the processing time may be a little longer. You are advised to come to the Singapore Customs counter early.

Delighting Our Customers

Singapore Customs is committed to provide our customers with prompt and professional service.

Through active engagement with our customers and benchmarking our services to best practices, we strive to delight them. We conduct surveys regularly to gather our customers’ feedback and to measure their satisfaction with our services so that we can serve them even better.