In order to facilitate and support people and businesses in carrying out Customs procedure as well as promoting supervision among parties, Vietnam Customs is conducting surveys of businesses nationwide on the implementation of commitments in Client Service Charter and demand of businesses for service quality provided by the Customs.
In 2011, Vietnam Customs published Client Service Charter, in which provided specific commitments on client service standards in carrying out Customs administrative procedures. In 2015, in order to meet the reform and modernization process, as well as in line with the amendments to the Customs Law 2014, the Client Service Charter was amended and supplemented in Decision 952/QD-TCHQ.
According to Vietnam Customs, to further complete and improve the client service quality in Customs field, the review and assessment the implementation of commitments in the Charter is very necessary.
Through this survey, Vietnam Customs desires to receive comments from the business community on the strong points and weak points in implementing commitments in the Charter at Customs agency at all levels; Identify commitments that have been implemented and have been not implemented and can be improved as well as desire and demand of business community with commitments and service quality which need to be met by the Customs.
Accordingly, one of important contents which the Customs conducts the survey of business is the assessment on the implementation of commitments on the time limit for the performance of Customs procedures, for example: the time limit for the completion of the examination of dossiers is 2 working hours at the latest after Customs officers receive full Customs dossiers; the time limit for completion of physical inspection of normal goods is 8 working hours at the latest after Customs declarants fully produce goods to Customs officers; The time limit for completion of physical inspection: for goods subject to specialized inspection is 8 working hours from the time of receiving specialized inspection results ; The time limit for completion of physical inspection: for goods in large quantities and of many types or in case the inspection is complicated: not more than 2 days.
In addition, the Customs conducts survey of enterprises to determine the commitments that businesses desire to be met by the Customs such as Commitment on attitude, behavior, countenance, costume; Commitment on qualifications and knowledge in handling work; Commitment on support and the form of support, support services and working time and etc.
The survey is conducted from 9 to the end of 27 October 2017.
It is known that, along with the survey of business community on the implementation of the Charter , Vietnam Customs has also requested local Customs units to report on the implementation of commitment in the Charter and identify commitments that have been implemented and have been not implemented and can be improved, and propose solutions to improve client service quality through specific commitments. At the same time, Vietnam Customs has requested local Customs to conduct the survey to businesses in the areas.