Citizen Charter

CITIZEN CHARTER

This Charter is a declaration of our vision, mission, motto, expectations, values, standards, and our commitment to achieve excellence in the implementation and formulation of Customs procedures and policies for the benefit of the trade, industry and Country’s Economy.

Vision

Partnering in India’s socio-economic growth by formulating and implementing progressive Customs policies by adopting stakeholder-centric approach and protecting the frontiers.

Mission

A robust indirect tax (Customs) control administration, with a view towards delivery of simple, predictable, fair, just, transparent and technology-driven services; which encourages compliance, protects honest taxpayers’ rights and facilitates trade with risk-based enforcement to achieve professional and ethical excellence.

Motto

“Desh Sewaarth Kar Sanchay” - Tax collection to serve the country.

Expectations

Our expectations from Taxpayers are that they should be true and honest in furnishing all mandatory information to us and compliant towards Customs and Indirect Taxes Laws in fulfilling their legal obligations and duties.

Values

Our Values:

  • Transparency.
  • Efficiency.
  • Impartiality.
  • Judiciousness.
  • Integrity.
  • Courtesy.

Standards

We shall:

  • Acknowledge applications, declarations, intimations, and other communications on the spot and in any case within a week of their receipt.
  • Respond to all communications within 15 days of their receipt.
  • Convey decision on matters relating to declarations, classifications or assessments within one month of booking a case.
  • Clear the goods meant for export within 24 hours of completion of examination/ investigation.
  • Clear the goods meant for import within 48 hours of completion of examination/ investigation. 
  • Release of seized documents within 60 days if they are not required by us.

Commitment

We shall strive to:

  • Encourage voluntary compliance.
  • Educate citizens about indirect tax laws.
  • Continuously enhance service delivery standards.
  • Promote a consultative and collaborative environment.
  • Effectively combat corruption for promotion of integrity.

Complaints and Grievances

We will promptly acknowledge all complaints filed by any Citizen and provide final reply within 30 days of receipt of any complaint. If any Citizen has any grievance or complaint, he may also take up the matter with the Grievance Committee headed by the Chief Commissioner / Commissioner.