Our Commitment To Quality Service
Our Commitment to Quality Service
Your Satisfaction, Our Pride
We are committed to provide excellent service, and our pride resides in our customers’ satisfaction.
The service we provide will be:
| Fast | We seek to understand your needs and serve you promptly. |
| Friendly | We are attentive and polite when we serve you. |
| Firm | We are steadfast in upholding our laws and open and transparent in enforcing them. |
| Fair | We serve with equity, honesty and impartiality. |
Our Service Standards
Emails and letters
Our response time depends on the nature and complexity of the enquiry or feedback. We generally reply to straightforward enquiries and feedback within 3 working days, but may take longer for more complex issues. If your feedback or request requires further study, we will inform you that more time is needed.
| Traders | |
|---|---|
| Process TradeNet Declarations (and Amendments) | More than 99% within 10 minutes |
| 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 working hours (upon receipt of all supporting documents) Back-to-back Certificates of Origin applications within 2 working days(upon receipt of all supporting documents) |
| Issue Import Certificates and Delivery Verifications (ICDV) | 100% within 2 working days upon receipt of complete application with all the relevant supporting documents |
| Issue Customs Rulings | Within 30 days upon receipt of full supporting documents |
| Travellers | |
|---|---|
| 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. </sup>