CITIZEN’S CHARTER
This
Charter is a declaration of our mission, values and standards, and our
commitment to achieve excellence in the formulation and implementation of
Customs and Central Excise policies and procedures for the benefit of the trade
and industry, which are our partners in progress.
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.
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 communications within 15 working
days of its receipt.
·
Settle any disputes relating to declarations of
assessments within 10
Working days of receipt of your written or oral
explanations.
·
Refund amounts due to you within 30 working days
of receiving a valid
claim.
·
Pay and 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 o inevitable delay in decision making or when an issue is disputed,
we shall promptly communicate the reasons on our own initiative.
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.
·
Assesses in the small scale sector will be
visited only with proper authority from senior officers.
·
Your tax compliance will be recognized 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 filled.
·
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 client's perception and assessment of our
performance and the results will be publicized through the media.
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