| Our
Commitment
WE SHALL CARRY
OUT OUR TASKS WITH
·
integrity
and judiciousness
·
courtesy
and understanding
·
objectivity
and transparency
·
promptness
and efficiency
We shall encourage
and assist voluntary tax compliance by our clients.
Our
Expectation
We expect you to be
prompt and reasonable in fulfilling your duty and legal obligations and
be true and honest in furnishing information to us.
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Our Standards
WE SHALL
·
acknowledge
declarations, intimations, applications, returns and all communications
on the spot and in any case within 7 days of their receipt.
·
respond
to all communication within 15 working days of its receipt.
·
settle
any disputes relating to declarations or assessments within 10 working
days of receipt of your written or oral explanation.
·
refund
amounts due to you within 30 working days of receiving a valid claim.
·
pay any
duty drawback due to you within 48 hours of the export of the goods in
case of electronic declarations and 15 days in case of paper
declarations.
·
release,
where your declaration relating to any consignment is complete and
correct,
·
in case
of exports, within 8 hours of filing an electronic declaration or within
24 hours of filing a paper declaration.
·
in case
of imports, within 24 hours of filing an electronic declaration or
within 72 hours of filing a paper declaration.
·
complete
excise registration formalities within 48 hours of receiving your
application.
·
return to
you the input duty documents on which MODVAT credit has been availed of
within 7 days of your submission.
·
complete
examination and clearance of your export consignment at your factory
premises, whenever you seek such a facility, within 8 hours of receiving
intimation.
·
give you
15 days advance intimation before we undertake audit of your records.
·
In case
of likely or inevitable delay in decision making or when an issue is
disputed, we shall promptly communicate the reasons on our own
initiative.
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We Further
Commit That
·
all
uniformed officers who deal with the public will wear name badges and
carry an Identity Card.
·
personal
and business information disclosed to us will be kept confidential.
·
clearance
of consignments will be withheld only after explaining the reasons for
the same and we will give you full opportunity to explain before passing
any final order.
·
assessees
in the small scale sector will be visited only with proper authority
from senior officers.
·
your tax
compliance record will be recognised and security/ surety will not be
insisted upon.
·
passengers
can walk through customs expecting courtesy, fairness and consideration.
·
baggage
of international passengers will be opened only after explaining the
reasons and in their presence.
·
we will
help in repacking baggage if we have made you unpack them.
·
we will
explain the reasons if we need to search you and offer our own search
before it.
·
investigations
and penalty proceedings will be initiated only after senior officers of
the Department are satisfied that prima facie evidence exists.
·
the
investigating officer will
-- explain
the legal provisions and your rights and obligations.
-- seek
confirmatory information by personal contact.
·
no seized
document will be withheld beyond 60 days except where they are to be
relied upon in departmental proceedings.
·
we will
provide full information about appeal procedures and the authorities
with whom appeals can be filed.
·
we will
continually consult all commercial interests while reviewing our
policies and procedures and provide timely publicity of all changes in
the law or procedures.
·
every
possible assistance will be rendered by the Public Relations Officer in
the Divisional Office/Commissionerate Office/Custom House (the name and telephone number of the Public
Relations Officer will be prominently displayed at such offices) by
providing all
relevant information and details of procedures as may be required.
·
our
performance will be measured against these standards and independent
surveys of clients' perception and assessment of our performance and the results will be publicised through
the media.
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Complaints and Grievances
We will promptly
acknowledge your complaints and within 30 working days of their receipt,
provide final replies. If you have a complaint or grievance you may also
take up the matter with the Public Grievances Committee headed by the
Commissioner and/or the Zonal Grievances Committee headed by the Chief
Commissioner.
Help Lines
A network of Guidance
Units set up in the office of each head of Customs and Central Excise will
provide help and assistance in Customs and Central Excise matters.
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