On October 8, 2026, the General Department of Customs issued Urgent Official Letter No. 2729/CHQ-PC regarding the resolution of difficulties and recommendations raised by associations and enterprises, sent to Regional Customs Sub-Departments.
According to the official letter, in recent times, at regular meetings of the Government and the Ministry of Finance, many associations and enterprises have continued to report difficulties, obstacles, and recommendations related to customs policies and procedures.
A review has shown that a number of cases arose entirely within the authority of Regional Customs Sub-Departments but were not thoroughly resolved, leading enterprises to escalate their recommendations to higher levels.
To thoroughly remedy the above situation, the General Department of Customs requires the Heads of Regional Customs Sub-Departments to directly direct, review, and completely resolve 100% of recommendations, difficulties, and obstacles within their unit's authority.
The resolution must ensure compliance with legal regulations, and be prompt and transparent. The official letter emphasizes the requirement that "under no circumstances should there be shirking of responsibility, prolongation of processing time, or vague responses that cause inconvenience to enterprises."
For cases beyond their authority or involving overlapping or unclear legal regulations, units must proactively compile records, clearly analyze the nature of the case, and propose specific handling solutions. At the same time, they must promptly report to the General Department of Customs through specialized units for consideration, guidance, or handling in accordance with regulations.
Notably, the General Department of Customs requires tightened discipline and order, linking responsibility for handling work with the evaluation of officials and public employees.
In cases where units lack a sense of responsibility, fail to properly implement directives, fail to resolve obstacles within their authority, allow enterprises to report or recommend to higher levels, or fail to grasp and handle cases, the Heads of Sub-Departments and Heads of Customs Teams at border gates and outside border gates shall bear direct responsibility before the law and the Director General of the General Department of Customs.
The results of implementing the directives in the official letter shall also serve as a basis for evaluating and classifying the quality of task completion and for monthly and quarterly emulation assessments for officials and public employees.
Additionally, the Personnel Organization Board has been assigned to preside over and coordinate with the Inspection Board and the Office to develop evaluation and classification criteria for sub-department heads, team heads, and officials and public employees who fail to properly comply with legal regulations and the Department's directives.
