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Grievance Redressal

Customs - CBEC s Customs Manual 2015 - 32 - Chapter 32 1. Introduction: 1.1 The Citizen's Charter of the Department envisions that the Customs & Central Excise officers shall carry out their assigned tasks with integrity and judiciousness; courtesy and understanding; objectivity and transparency; promptness and efficiency. The officers are committed to providing every possible assistance to the public and trade in implementation of the Customs policies and procedures. The Department has .....

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Thus, to redress these grievances the focus has been to simplify procedures, enhance transparency, sensitize the Departmental officers to their responsibilities, and expand use of EDI in Customs clearance procedures. Some specific measures for facilitation and handling complaints/grievances of trade and industry are as follows: (a) Management Information System (MIS): A major area of concern for the importers, exporters, Customs Brokers is to get information regarding clearance of their consignm .....

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all pending Bills of Entry, Shipping Bills, Drawback claims along with the date of receipt and the level at which the document is pending. For this purpose the System Manager looks after all EDI related problems and holds regular meetings with the Remote EDI (RES) users, Customs Brokers representatives, NIC, CMC and other agencies that support the EDI system. (b) Accessibility of Senior Officers: The Chief Commissioner/Commissioners of Customs earmark time on all working days during which any p .....

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stituted in each Customs Commissionerate, consisting of representatives of trade and industry, Custom House Agents, representatives of Custodians, such as AAI, CONCOR, Banks, Export Promotion Agencies, such as the Garments Exporters Association, Handicraft Export Association, and Chambers of Commerce etc. The PGC meets once in a month to address grievances relating to Customs functioning. In case grievances relate to other agencies such as the Wildlife, NIC or CMC, their representatives are also .....

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t/import cargo or grant of various incentives. Feedback from trade and industry is used for necessary review of procedures and taking measures to remove the difficulties of importers/exporters. (f) Permanent Trade Facilitation Committee (PTFC): PTFCs having membership of all stakeholders function in each Customs station to resolve local issues. As a trade facilitation measure and with a view to encourage stakeholder participation and provide for expeditious resolution of local issues (without th .....

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