The Central Board of Excise and Customs, in the Ministry of Finance, is the apex body for administering the levy and collection of indirect taxes of the Union of India viz. Central Excise duty, Customs duty and Service Tax, and for facilitating cross border movement of goods & services. In order to improve the delivery of its services, the Board has decided to formulate this Citizens' Charter


This Charter is the declaration of our mission, values and standards to achieve excellence in the formulation and implementation of Customs, Central Excise and Service Tax policies and enforcement of cross border controls for the benefit of trade, industry and other stakeholders.


This Citizens' Charter will also be the benchmark to determine our efficiency and would be a dynamic document which would be reviewed at least once in two years.



Our Vision is to provide an efficient and transparent mechanism for collection of indirect taxes and enforcement of cross border controls with a view to encourage voluntary compliance.



Our Mission is to achieve excellence in the formulation and implementation of Customs, Central Excise and Service Tax laws and procedures aimed at:


Our Strategy

The strategy for achieving our mission shall comprise the following:


Our Key Functions and Services 

- Regulatory Functions

- Service Functions


Our Expectations

We expect citizens to:

This will enable us to provide our services in an effective and efficient manner. 


Our Standards

We shall follow the following time norms in our services:


We shall endeavor to achieve minimum compliance level of 80% of the aforesaid time norms.


Compliance levels shall be gradually enhanced through close monitoring, standardization of processes, use of IT enabled services etc.


Our Commitment

We shall strive to:

-We Further Commit That


The service attributes shall be measured through customer perception feedback on the above commitments with the intention of continuous improvement in service delivery.


Complaints And Grievances

As a responsive and taxpayer-friendly department, we shall have in place the following mechanism:

The detailed procedure for complaints handling process can be viewed on the CBEC website


Grievance Redressal Officers

          Address : Directorate of Publicity & Public Relations, Customs & Central Excise,

                         Central Revenues Building, I.P. Estate, New Delhi-110 109

         Phone : 011-2337 9331 Fax : 011-2337 0744

While preparing this charter, the representatives from Confederation of Indian Industry, Federation of Indian Chambers of Commerce & Industry, PHD Chamber of Commerce & Industry, Federation of Indian Exporters Association, Quality Council of India, Container Corporation of India, Delhi Customs Clearing Agents Association, the officers and staff associations of the department were consulted.

This revised Citizens' Charter was issued on the first day of December, 2008.