Excellence in Service Delivery
Custom House, Cochin has been recommended for grant of IS 15700-2005 SEVOTTAM by the Bureau of Indian Standards on 15.09.2015
Sevottam is a move from administrative to service oriented mind set, a citizen- centric measure to improve quality of services delivered by the Department. We promise what we can deliver and deliver what we have promised in our Charter. This will be achieved through constant monitoring of service delivery channels, customer feedback, motivation and training of personnel, continually improving reliability levels of internal processes and identifying opportunities for improvement. As a responsive measure, Sevottam emphasizes on mechanisms to redress our stake holders’ grievances promptly.
OUR SERVICE DELIVERABLES’ STANDARDS
Aiming to promote efficient and transparent governing mechanisms, we promise to:
. filing of manifest in the case of electronic processing of declarations
. filing of a paper claim in the case of manual processing
. in case of exports, within 24 hours of filing of declaration
. in case of imports, within 48 hours of filing of declaration
INFORMATION AND FACILITATION
An Officer is posted at Sevottam Facilitation Center to provide information and facilitation, in addition to the existing Import/Export Facilitation Officer.
Import/Export Facilitation Officer can be contacted at: Tel.- 0484 2667295
email - helpcentre[at]cochincustoms[dot]gov[dot]in
COMPLAINTS AND GRIEVANCES
Difficulties encountered in official transaction of your business can be taken up with the Public Grievance Officer (PGO) of this Custom House.
PGO can be contacted at
PGO : Smt. Maya Kuriyan
Email id : supdt[at]cochincustoms[dot]gov[dot]in
Phone : 0484 2667794
Post : PGO, Custom House, Willingdon Island, Cochin 682009
Feedback may be dropped in the boxes provided at Sevottam Facilitation Counter and other prominent places in the Custom House.
Complaints/Suggestions can also be filed online in CPGRAMS “Centralized Public Grievance Redress and Monitoring System” accessible through the online portal http://pgportal.gov.in/