Customs receives and handles about 14,000 calls and emails per month

Recently, some businesses have reported that the reception and support from customs authorities has not been timely through the Customs Department hotline 19009299.

Customs officers make efforts to process documents for businesses. Photo: HH

Faced with this situation, the Customs Department has reviewed and inspected; at the same time, there are solutions to overcome and improve the quality of hotlines serving people and businesses.

A representative of the Customs Department said that in the past time, information via hotline 19009299 and email has been received and processed in accordance with regulations to promptly detect and prevent violations of customs laws; promptly support and resolve difficulties of people and businesses when importing, exporting, entering and transiting.

The Customs Department has assigned civil servants to work overtime to process documents so that they do not exceed the deadline and affect the customs clearance process of businesses.

According to statistics, on average, about 13,500 - 14,000 calls and emails need to be handled in a month, equivalent to an average of 400 - 450 calls and emails need to be handled in a day, with a processing time of 5 - 10 minutes for a problem request. The number of calls and emails is high with a large number of problems related to information technology systems.

After the process of streamlining and reorganizing according to the new organizational structure of the Customs Department, the support department for receiving and handling user problems (HelpDesk department) only has 4 employees.

With a large amount of work, requiring the maintenance of a 24/7 hotline (including Saturdays, Sundays and holidays), the HelpDesk department has made great efforts to improve its responsibility in handling problems and requests for support from people and businesses; complying with the standard codes of conduct, regulations and rules of the Customs Department when communicating with people and businesses with a reception and processing rate of about 70%. "However, the large amount of work and lack of staff lead to overload, there are times when the reception and processing of information is not timely, especially when the information technology system has problems", said a representative of the Customs Department.

Customs receives and improves the quality of hotlines serving people and businesses.

Not only that, according to the Customs Department, there is some information reflected to the hotline that is inaccurate, originating from businesses not fully understanding the legal regulations, the process of registering user accounts for the VNACCS/VCIS System...; in particular, there are cases where individuals reflect incorrect content, have offensive statements to supporting officers and civil servants, affecting the reception and processing of information.

With the spirit of openness, the Customs Department provides official information for people and businesses to grasp and share, accompanying the customs agency to continue serving people and businesses and improving the efficiency of public administration.

The Customs Department has deployed hotline 19009299 with 2 branches:

Branch 1 (Press 1): Receive and process information via the Hotline, scope of reception: Information on denunciations and reports of crimes; on smuggling and trade fraud; on corrupt and negative acts; related to customs procedures (problems during customs procedures).

Branch 02 (Press 2): Support for electronic customs procedures and the National Single Window Portal. Support users (including the business community, customs officials and other relevant parties) in the process of using centralized information technology systems of the customs sector. National and ASEAN Single Window Portal); guide and answer questions about customs policies and procedures; receive recommendations and handle problems of businesses in the process of customs clearance of goods.

In addition, along with the hotline system, the Customs Department also receives requests for support from people and businesses via email address bophanhotro@customs.gov.vn.

Source: https://baotintuc.vn/kinh-te/hai-quan-tiep-nhan-xu-ly-khoang-14000-cuoc-goi-va-email-moi-thang-20250920082559354.htm