CLIENTS’ CHARTER
ENFORCEMENT DIVISION, HEADQUARTERS

In line with the vision and mission of the Royal Malaysian Customs Department, we pledge to provide the following services:

1. All public complaints and complete information that is received from the public must be taken action within 24 hours.
2. To conduct a complete and up to date investigation within 3 months from the date the case is obtained to enable a decision to be made.
3. To pay reward to informer within 7 days from the date the cheque is  received from the Finance Branch.
4. Issue decision on all appeal cases within 3 days from the date  the decision is receivedInform the result of quotation and tender of forfeited goods within  2 weeks from the date of the final decision.
5. Implement the disposal of forfeited goods within 3 months from the date of approval.

WE RECOGNIZE THE RIGHTS OF OUR CLIENTS

1. For obtaining information / advice that is correct
2. For obtaining approval in a timely manner
3. For obtaining service that is friendly and fair
4. For preserving the confidentiality of customer information