|
|
||||||||||||||||||||||
|
Complaints & feedback |
||||||||||||||||||||||
|
Customs & Excise Complaints & Feedback System As part of their customer service improvement programme, Customs & Excise Department has developed a more structured and open system through which customers can register complaints about the service provided by Customs & Excise and / or provide feedback on the service. The purpose of this notice is to explain how to access the complaints system and to set out how complaints will be dealt with by Customs & Excise: All complaints should be submitted either orally or in writing to: The Comptroller of Customs
Department of Customs & Excise Tel: (+1) 664
491 3816 Brades, Montserrat As much detail about the subject of the complaint should be included, including where appropriate an Entry Number, date and number of flight, name and date of arrival of vessel, etc. An address should also be provided to which a written response can be sent. The complainant may if they wish send copies of their complaint to other representatives of the public service or the Government of Montserrat; however, it is the responsibility of the Comptroller of Customs in the first instance to respond to all complaints about Customs and Excise. On receipt of a complaint, the Comptroller will record the details and will cause the matter to be investigated. If necessary, he may seek further information from the complainant or invite the complainant to attend a meeting with Customs and Excise. Once the complaint has been thoroughly investigated a written response will be sent to the complainant setting out the result of the investigation and if appropriate, advising what if any action the complainant may take to finalize the matter. As a matter of policy, all complaints will be ‘categorised’ by Customs and Excise according to their nature and details of numbers and categories of complaint will be published regularly. Customs and Excise may also choose to publish an ‘open letter’ explaining a particular procedure if they feel it is warranted. However, it should be noted that specific cases will not be referred to in such letters. General Feedback on services provided by Customs & Excise In addition to the formal complaints system, Customs and Excise also wish to encourage customers to submit their comments on the service provided by the Department to the Comptroller for consideration. All suggestions / comments are welcome, although it is hoped that feedback will be relevant and constructive in both form and content. Customs and Excise have devised a Form on which feedback can be submitted, copies of which are available from all Customs & Excise Offices.
The Department will consider all
comments, suggestions and feedback in a positive manner and will
be happy to respond either directly to the contributor (if a
name and address are provided) or through an open response if
the subject is considered appropriate for such action. |
|||||||||||||||||||||
|
|
||||||||||||||||||||||
|
For more information on the Customs & Excise Department and our activities contact us at: Telephone: 1-664-491-3816 Fax: 1-664-491-6906 E-mail: customs@gov.ms
This site designed and maintained by Government Information Systems (GIS). All rights reserved. Copyright 2007
|
||||||||||||||||||||||
