Compilation of Key Performance Indicators of Customs Services
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1 ASEAN CUSTOMS CAPACITY BUILDING WORKING GROUP (CCBWG) Compilation of Key Performance Indicators of Customs Services Strategic Plan of Customs Development on Customs Reforms and Modernization
2 Introduction The Strategic Plan of Customs Development (SPCD) on Customs Reform and Modernization aims to enhance the transparency of Customs Administrations of ASEAN Member States (AMS). One of the activities under this SPCD is to provide quality Customs services to the public, trading community and related stakeholders. AMS are encouraged to develop and implement individual Customs Client Service Charter and Service Procedure. To increase transparency and to give certainty to the public and trading community, AMS have also agreed to compile the key performance indicators (KPIs) of individual AMS to provide information on the service standards for the various customs procedures. The following is a compilation comprises the KPIs of each AMS. 2
3 CONSOLIDATED MATRIX OF CUSTOMS CLIENT SERVICE STANDARDS FOR ASEAN KEY PERFORMANCE INDICATORS (KPIs) BY COUNTRY BRUNEI DARUSSALAM (ACCURATE AS OF JAN 2011) 1 Issuance of transhipment permit 1 day 2 Processing of warehousing entry 1 day 3 Processing of non-commercial imports (informal entry/personal effects and the like) 1 day 4 Processing of e-customs declarations 5-15 minutes 5 Processing of approval of permits 1-7 days 6 Processing of duty and taxes exemptions 7-14 days 7 Assessment of duty from passengers and crew minutes 8 Assessment of duty and taxes on imports and 5 minutes-1 hour 9 Collection of duty from passengers and crew minutes 10 Collection of duty and taxes on imports and 5-10 minutes 11 Processing of e-customs declarations 5-15 minutes 12 Processing of applications for refund of duty submitted by fax working days 13 Licensing of customs brokers 3 working days 14 Processing of drawback and refund working days 15 Deployment of officers for supervision of stuffing and unstuffing of containers at licensed 15 minutes-1 hour warehouses 16 Advance ruling: - pre-entry classification 6-9 working days
4 CAMBODIA (ACCURATE AS OF FEB 2011) 1 Clearance through green lane 1 hour 2 Clearance through yellow lane (documentary 4 hours examination) 3 Clearance through red lane (documentary and 1 day physical examination) 4 Issuance of transhipment permit, as appropriate 1 day 5 Processing of warehousing entry 1 day 6 Processing of non-commercial imports (informal 2 hours 7 entry/personal effects and the like) 8 Processing of diplomatic shipments 1 hour 9 Processing of permits 1 day 10 Issuance of import certificate and delivery 1 day verification 11 Assessment of duty/ VAT from passengers and 20 minutes crew 12 Assessment of duty and taxes on imports and 2 hours 13 Collection of duty/ VAT from passengers and 10 minutes crew 14 Collection of duty and taxes on imports and 1 hour 15 Issuance of authorisation to load 2 hours 16 Supervision of stuffing and unstuffing of 3 hours containers BONDED WAREHOUSING 17 Processing of request for extension of storage 1 day 18 Dealing with seizure proceedings 1 month 19 Review of seizure/protest cases 1 month 20 Review of decisions/settlements 1 month 21 Processing of appeal 1 month 22 Processing of drawback and refund 1 month 23 Accreditation of importers 1 month 24 Replying to enquiry letters (including s) 7 days 4
5 INDONESIA (ACCURATE AS OF MAR 2011) 1 Clearance through super green lane/gold 20 minutes (priority lane) card/direct release 2 Clearance through green lane 3 Clearance through red lane 12 hours 4 Supervision of stuffing and unstuffing of 5 days containers 5 Rush handling (air cargo entitled for this service 2 hours e.g. human remains/organs, newspaper, etc) 6 Import via courier services 1 day 7 Processing of non-commercial imports (informal entry/personal effects) 5 minutes (green lane) 2 hours (red lane) 8 Laboratory test 3 working days 9 Issuance of authorisation to load 1 hour 10 Processing of appeal 60 days 11 Processing of drawback and refund 30 days 12 Processing of drawback and refund for import 44 working days facilities 13 Accreditation of importers 26 days 5
6 MALAYSIA (ACCURATE AS OF JAN 2011) 1 Clearance through super green lane/gold card/direct release (CGC/AEOS) 2 Clearance through yellow lane (documentary examination) 3 Assessment of duty from passengers and crew 4 Collection of duty from passengers and crew 10 minutes 3 hours 15 minutes 10 minutes 5 Processing for refund of duty submitted by fax working days BONDED WAREHOUSING 6 Processing of application for the establishment of customs bonded warehouses and container yard/container freight stations 30 working days 7 Liquidation of raw materials 3 working days 8 Processing of request for disposal of wastages 3 working days 9 Dealing with protest cases involving forfeiture 30 days 10 Dealing with seizure proceedings 30 days 11 Dealing with abandonment proceedings 30 days 12 Licensing of customs brokers 14 working days 13 Review of seizure/protest cases 30 days 14 Review of decisions/settlements 30 days 15 Processing of appeal 30 days 16 Processing of drawback and refund working days 17 Processing of licensed warehouse licenses 14 working days 18 Replying to enquiry letters (including s) 3 working days 19 Advance rulings working days (issuance of customs ruling within 90 days from the date of application received with complete document or 60 days after receipt of report from other competent agency) 6
7 MYANMAR (ACCURATE AS OF MAR 2011) 1 Clearance through red lane (documentary and physical examination) 2 Issuance of transshipment permit, as appropriate 3 Processing of warehousing entry 2-5 days 4 hours 1 day 4 Processing of non-commercial imports (informal entry/personal effects and the like) 4 hours 5 Processing of diplomatic shipments 2 hours 6 Processing of duty and tax exemptions 3 days 7 Supervision of stuffing and unstuffing of containers day 8 Assessment of duty from passengers and crew 9 Assessment of duty and taxes on imports and 2-5 hours 10 Collection of duty from passengers and crew 11 Collection of duty and taxes on imports and 1-2 hours 12 Rush handling (Air cargo entitled for this service e.g. human remains/organs, newspaper etc) 1 hour 13 Import via courier services 1-2 days 14 Issuance of authorisation to load 1 hour 15 Issuance of special permit to load 0.5 day 16 Supervision of stuffing and unstuffing of containers 1 hour BONDED WAREHOUSING 17 Application for the establishment of customs bonded warehouses and container 30 days yard/container freight stations 18 Liquidation of raw materials 3 days 19 Dealing with protest cases involving forfeiture 2 months 20 Dealing with seizure proceedings 1 month 21 Dealing with abandonment proceedings 1 month 22 Licensing of customs brokers days 23 Review of seizure/protest cases 1 month 24 Review of decisions/settlements 1 month 25 Processing of appeal 2 months 26 Processing of drawback and refund 2 weeks 27 Processing of licensed warehouse licenses 4 weeks 28 Deployment of officers for supervision of stuffing 1 hour 7
8 and unstuffing of containers at licensed warehouses 29 Replying to enquiry letters (including s) 7 days 8
9 PHILIPPINES (ACCURATE AS OF DEC 2010) 1 Clearance through super green lane/gold card/direct release Def: super green lane refers to pre-accredited importers wherein release is automatically authorized upon electronic lodgment. 2 Clearance through yellow lane (documentary examination) 1 day 3 Clearance through red lane (documentary and physical examination) 1 day 4 Issuance of transhipment permit, as appropriate 4 hours 5 Processing of warehousing entry 3 hours 6 Processing of non-commercial imports (informal entry/personal effects and the like) 4 hours 7 Processing of diplomatic shipments 1 day 8 Processing of duty and taxes exemptions 1 hour 10 minutes 9 Collection of duty/ VAT from passengers and crew 15 minutes 10 Liquidation of raw materials 5 days 11 Issuance of authorisation to load 1 hour 12 Issuance of certificate of origin 1 hour 13 Issuance of special permit to load 1 hour BONDED WAREHOUSING 14 Liquidation of raw materials 5 days 15 Processing of request for disposition of wastages 5 days 16 Processing of request for extension of storage 1 day 17 Dealing with protest cases involving forfeiture 90 days 18 Dealing with seizure proceedings 90 days 19 Dealing with abandonment proceedings 30 days 20 Licensing of customs brokers 2 days 21 Review of seizure/protest cases 30 days 22 Review of decisions/settlements 10 days 23 Processing of drawback and refund 7 days 24 Accreditation of importers 5 days 25 Accreditation of insurance companies 5 days 9
10 SINGAPORE (ACCURATE AS OF MAR 2011) 1 Processing of TradeNet declarations and 90% within 10 minutes amendment of TradeNet permits 2 Issuance of Import Certificate and Delivery Verification 3 Assessment and collection of duty/gst from passengers and crew 4 Processing of applications for refund of duty/gst with submission of supporting documents 5 Processing of applications for refund of duty/gst without submission of supporting documents 100% within 2 hours of application 95% within 10 minutes 100% within 12 working days 100% within 5 working days 6 Issuance of certificate of origin 100% within 2 hours of application 7 Processing of TradeNet declarations and 90% within 10 minutes amendment of TradeNet permits. 8 Endorsement of GST Tourist Refund Claim 95% within 10 minutes Forms 9 Endorsement of export permit under the Hand- 95% within 15 minutes Carried Exports Scheme 10 Processing of Licensed Warehouse Licenses 100% within 7 working days 11 Processing of Zero-GST Warehouse Type I 100% within 7 working days Licenses 12 Replying to enquiry letters (including s) 90% within 4 working days 13 Issuance of Customs ruling 100% within 30 days
11 THAILAND (ACCURATE AS OF MAY 2011) 1 Clearance through green lane E-import: a few minutes 2 Clearance through yellow lane (documentary examination) 3 Clearance through red lane (documentary and physical examination) (5 minutes for random checks by X-ray machine) 4 Processing of (bonded) warehousing entry 1 hour 5 Processing of non-commercial imports (informal entry/personal effects and the like) E-import: a few minutes 6 Processing of diplomatic shipments E-import: a few minutes 7 Assessment of duty from passengers and crew 8 Assessment of duty and taxes on imports and E-import: a few minutes 9 Collection of duty from passengers and crew 10 Collection of duty and taxes on imports and E-import: 7 minutes 11 Issuance of authorisation to load. E-import: a few minutes 12 Processing of applications for refund of duty (not 15 days in excess of 50 application forms) 13 Endorsement of tourist refund claim forms A few minutes BONDED WAREHOUSING 14 Application for the establishment of customs bonded warehouses and container yard/container freight stations 30 days 15 Licensing of general customs brokers 20 days 16 Processing of drawback and refund days 17 Accreditation of importers 15 days Def: Licensing of gold card customs brokers 18 Processing of licensed warehouse licenses 7 days
12 VIETNAM (ACCURATE AS OF FEB 2011) 1 Processing of customs dossier (receipt and registration of customs declaration form) 2 Clearance through green lane 1 hours 3 Clearance through yellow lane 4 hours 4 Clearance through red lane Subject to degree of violation but no later than 8 working hours for random check; and no later than 2 working days for 100% check 5 Processing of customs dossier (receipt and registration of customs declaration form) 6 Clearance through green lane 45 minutes 7 Clearance through yellow lane 2 hours 8 Clearance through red lane Subject to degree of violation but no later than 8 working hours for random check; and no later than 2 working days for 100% check 9 Processing of duty exemption 10 working days 10 Processing of enquiry 5 working days 11 Processing of appeal Within 30 days (for first appeal) but not exceeding 45 days (for complicated cases) 12
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