Introduction

Grievance redressal mechanism ensures prompt handling of customs cargo and passenger clearance grievances under departmental standards.

Grievance redressal in Customs is anchored in the Department's Citizen's Charter, which prescribes standards of integrity, objectivity, transparency, courtesy, promptness and efficiency for officers. The Department has instituted measures, including a dedicated grievance redressal mechanism for cargo and passenger clearance supported by manuals and guidance, to prevent complaints and ensure their prompt attention through field formations.