Resolution of business difficulties informs customs staff ratings and emulation reviews

On October 8, 2026, the Customs Department issued Official Dispatch No. 22729/CHQ-PC on resolving difficulties and recommendations raised by associations and businesses.

Section 3 of Official Dispatch No. 22729/CHQ-PC links the results of implementing its directives to the evaluation of cadres and civil servants and the accountability of heads of units.

Specifically, the results of implementing the directives in the Official Dispatch serve as a basis for evaluating and rating task performance and conducting monthly and quarterly emulation reviews for cadres and civil servants.

Official Dispatch No. 22729/CHQ-PC also prescribes the responsibilities of heads of regional customs sub-departments and heads of border-gate/non-border-gate customs teams when their units fail to demonstrate a sense of responsibility, comply with directives, or resolve difficulties within their authority.

If businesses report obstruction or escalate feedback and recommendations to the Customs Department, the Ministry, or the Government without the relevant units being aware of or addressing the matters, these heads shall bear direct responsibility before the law and the Director General of the Customs Department.

Under Section 4, the Customs Department assigns the Personnel Organization Division to take the lead and coordinate with the Inspection Division and the Office in developing evaluation and classification criteria for heads of sub-departments, heads of teams, and cadres and civil servants who fail to comply with legal regulations and the Department’s directives.

Regarding the handling of recommendations, Section 1 requires heads of sub-departments to directly oversee, review, and fully resolve all recommendations, difficulties, and problems raised by businesses that fall within their units’ authority. Resolution must be lawful, prompt, and transparent. Shifting responsibility, prolonging processing times, or providing vague responses that cause inconvenience to businesses is strictly prohibited.

For matters beyond their authority or involving overlapping or unclear legal provisions, units must proactively compile dossiers, clearly analyze the nature of each matter, and propose specific solutions. Matters beyond their authority must be promptly reported to the Customs Department through its specialized units for consideration, guidance, or handling in accordance with regulations.

The Customs Department requires regional customs sub-departments to strictly implement the above directives.