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NIGERIA CUSTOMS SERVICE
S/N PROFILE DETAILS
1. MDA Nigeria Customs Service ADDRESS: NCS Headquarters Wuse Zone 3, Abuja
2. DIRECTOR GENERAL/CEO
NAME: Col. Hameed Ibrahim Ali (Rtd)
TELEPHONE: 09-5234680
3. NODAL OFFICER
NAME: Deputy Comptroller Bemi M. Y. TELEPHONE: 08027274313 EMAIL:
4. LIST OF DEPARTMENTS/ UNITS
1. Finance Administration and Technical Service 2. Tariff & Trade 3. Enforcement, Investigation, and Inspection 4. Strategic Research & Policy 5. Human Resource Development 6. Excise, FTZ and Industrial Incentives
5. WEBSITE: www.customs.gov.ng
NIGERIA CUSTOMS SERVICE
TABLE OF CONTENTS
Introduction
NCS Commitment to Servicom Principles
Chapter 1
- Vision
- Mission
- Motto
- 7 Cs
- Statutory Functions
- Enabling Laws
- Administrative Structure
Departments
Zonal Headquarters
Chapter 2
Clients and Stakeholders
Time frame for Services rendered
Performance Target/Service Improvement Plan
Client Obligation
Chapter 3
Complaints and Grievance Redress Mechanism
Chapter 4
Relationship with Stakeholders
Challenges
Appendix
NCS Commitment to Servicom Principles
NCS AFFIRMS Commitment to the Service of Nigeria
NCS is CONVINCED that Nigeria will realize its full potential if citizens
receive prompt and efficient services.
NCS IS CONCERNED about the needs and rights of Nigerian to enjoy
social and economic advancement.
NCS is DEDICATED to delivering quality services fairly, honestly,
effectively and transparently.
NCS EXPECTS the public to respect the rights of others and assist
Government appropriately.
INTRODUCTION
SERVICE COMPACT WITH ALL NIGERIANS and NIGERIA CUSTOMS SERVICE
The sole purpose of rendering service is to meet the expectation of the person the
service is aimed at; the Customer. Service is only said to be delivered when the
Customer is satisfied. In governance, that Customer is the ordinary citizen. In 2003,
the Federal Government conducted a Special Diagnostic Survey. The Government
was seriously alarmed when it received the report of the survey that ‘Services are
not serving people, they are inaccessible, poor in quality and indifferent to Customer
needs’. In March 2004, the Government proclaimed a social contract with the people
of Nigeria, dedicating itself to ‘provide the basic services to which each citizen is
entitled in a timely, honest, effective and transparent manner’. This is the core of
SERVICOM (Service Compact to all Nigerians). As the engine of the FGN’s service
delivery initiative aims to ameliorate the trauma associated with the experience of
Service failure while at the same time encouraging citizens to recognize that
challenging service failure is both civic rights and responsibility.
From its inception, the Nigeria Customs Service was saddled with the responsibilities
of revenue collection, accounting for same and anti-smuggling activities. The
Customs revenue has always been an effective device for government security and
in raising the living standards and quality of life of the citizens. To meet the
expectation of government and the general public therefore, the Nigeria Customs
has re-positioned itself through the implementation of government reform,
simplification and harmonization of customs procedures in line with international best
practices, involvement of stakeholders in customs matters and enlightenment of the
general public. It is, therefore, on the basis of the above, that the SERVICOM
Charter of the service is being reviewed to enlighten the public about the services
the public and stakeholders should expect to receive and the role that is expected of
them to play.
This reviewed charter is comprised of four chapters and appendices. Chapter One
states the Vision, Mission, Motto, 7Cs, Statutory Functions, Enabling Laws and
Departments. Chapter Two specifies the client and stakeholder, timeframe for
services rendered, performance targets/service improvement plan and the obligation
of the clients. Chapter Three enumerates the Complaint and grievance redress
mechanism and Chapter four shows the indication of stakeholder participation and
the Limitations the NCS is faced with in the discharge of her duties.
SERVICOM is a collective responsibility therefore; we look forward to a Nigeria
Customs Service where best practices thrive from honest and dedicated
performance of service officers and men, and honest conduct of service takers and
stakeholders.
COMPTROLLER GENERAL OF CUSTOMS
VISION
To excel in the efficient and timely collection of and accounting for revenue,
Implement and advise on Governmental trade and fiscal policies; Protect the
Nigerian society while facilitating trade and perform other functions ancillary thereto
in line with international best practices.
MISSION
To build a referral service that is proactive, efficient, productive and reliable in
performance of its set objectives using modern tools and procedures.
MOTTO
The Motto of the NCS is Justice and Honesty. This entails the Service’s craves for
justice to all air, land and sea users as well as the honesty of officers/men.
THE 7 Cs of a Good Customs Officer
It is expected that an officer should possess qualities which are generally referred to
as the Seven Golden Rules (7Cs). These are:
Consult Colleagues
Courtesy without loss of dignity
Clean hands in all respects
Command attention
Control situation
Clear questions
Careful examination.
STATUTORY FUNCTIONS
The powers of the Nigeria Customs Service to collect revenue is derived from
Section 4 of the Customs and Excise Management Act CAP C45, Laws of the
Federation of Nigeria, 2004. Customs activities generally play pivotal roles in the
economic life of any county. There is hardly any sector of the economy that is not
directly or indirectly affected by the activities of Customs. The functions of the
Nigeria Customs service, therefore, include the following:
Collection of revenue (import, export, excise duties, and other taxes) and
accounting for same.
Anti-smuggling activities.
Trade Facilitation
Other functions include
Security function.
Generating statistics for planning and budgetary purposes.
Monitoring Foreign Exchange utilization.
Enforcement of government fiscal policies.
Engaging in research and planning in relation to Customs modernization.
Licensing and registration of Customs/ Excise Agents, and Bonded
warehouse.
Registration of designated revenue collecting banks.
Working in collaboration with other government agencies in all approved ports
and border stations for effective control.
OTHER ENABLING LAWS
Apart from the provisions of the CEMA, other laws guiding the activities of the NCS
operations include;
Common External Tariff (CET)
Legal notices
Customs and Excise Notices
Foreign Exchange Act 1995
Money Laundering and Prohibition Act 2004
Extant documents/Circulars explaining Government Fiscal Policy Measures
ADMINISTRATIVE STRUCTURE
The NCS is headed by the Comptroller General of Customs (CGC) and he is
assisted by Six Deputy Comptrollers-General (DCGs) heading the six departments.
The DCGs have Assistant Comptrollers-General (ACGs) as their immediate
surbodinates. The Service is divided into four zones which have Area Commands
under them. The Zonal offices are headed by ACGs referred to as Zonal
Coordinators while the Area commands are headed by Comptrollers referred to as
Customs Area Controllers (CACs).
Departments
Enforcement, Investigation and Inspection (E, I & I)
Responsible for combating smuggling, undertakes inspection activities,
investigates infractions on the CEMA and other wrong doing, Oversees the
Anti-corruption and Transparency Unit and the Servicom Unit.
The Servicom Unit is charged with the responsibility of producing,
monitoring performance and the review of the Service Charter, Manage the
Customer Relations Policy of the Service including providing opportunities for
Customers feedback on services rendered, instituting a complaint procedure
including grievance redress mechanism, ensuring the promotion of quality
assurance and best practices in all area commands and service posts.
Providing a comprehensive training policy for frontline staff on Customer
relations and related matters, facilitate a safe and conducive working
environment, liaise between the Agency and SERVICOM Unit of the OSGF
and manage links with strategic partners and other stakeholders on Service
Delivery, Markets Research and Customer Care/ Relations.
Excise, Industrial Incentives and Free Trade Zones (EII & FTZ)
Responsible for enforcement of Excise Laws and collection of revenue on
excisable products, Implementation of Industrial Incentives towards promoting
local manufacturing and exportation in collaboration with other Government
Agencies and monitoring and enforcing Customs Laws in relation to Free
Trade Zone operations.
Finance, Administration and Technical Services (FATS)
Responsible for general administration of the Service, manages the Service
infrastructure, procurement and Maintenance.
Human Resource Development (HRD)
Responsible for overseeing capacity development through training and re-
training, develop and review training curriculum and collaborates with other
department to organize promotion exercise.
Strategic Research and Planning (S,R & P)
Responsible for handling the Research Policy matters of the Service, Liaising
with International Organizations, Coordinating Customs bilateral and multi-
lateral trade relations, dealing with issues relating to Intellectual Property
Rights (IPR), One-stop Investment Commission (OSIC) and environmental
protection issues, managing Customs Libraries and Museums and
supervising the Customs Liaison office at the World Customs Organization
(WCO) Headquarters Brussels and WCO Liaison Office at NCS
Headquarters.
Tariff and Trade (T & T)
Responsible for the administration of the Common External Tariff (CET),
Interpretation and dissemination of Government Fiscal Policy, Monitoring and
supervision of Importation and Exportation of goods to ensure compliance
with extant laws and regulation, administration of WTO Agreement on
Customs Valuation, issuance and renewal of licenses and permits and
attendance of Tariff Technical Committee meetings and implementation of
decisions there from.
Zonal Headquarters
Zone
s
Headquarter
s
Contact Information Area Commands
A Lagos Harvey Road, Yaba,
Lagos
zonea@customs.gov.n
g
Apapa Port, Tincan Island
Port, Murtala Mohammed
International Airport, Seme
Border, Ports and Terminal
Multi-services Limited
(PTML), Western Marine,
Ogun, Oyo/Osun, Ondo/Ekiti,
Ikorodu Lighter Terminal,
Lilypond, Lagos Industrial
Command, Kirikiri Lighter
Terminal (KLT), Western
Marine Command, Training
College and Federal
Operations Unit ‘A’
B Kaduna zoneb@customs.gov.n
g
Kaduna/Katsina,
Kano/Jigawa,
Sokoto/Kebbi/Zamfara, Niger,
Kwara, Kogi, Federal Capital
territory, Training College
Kano and Federal Operations
Unit ‘B’
C Port
Harcourt
zonec@customs.gov.n
g
Cross River/Akwa Ibom/EPZ,
Port Harcourt I, Port Harcourt
II, Abia/Imo,
Enugu/Anambra/Ebonyi,
Edo/Delta, Eastern Marine
and Federal Operations Unit
‘C’
D Bauchi zoned@customs.gov.n
g
Plateau/Nassarawa/Benue,
Bauchi/Gombe,
Adamawa/Taraba,Borno/Yob
e and Federal Operations
Unit ‘D’
CHAPTER TWO
DETAILS OF CLIENTS AND STAKEHOLDERS:
Inter-Service Clients:
Officers and men of the Nigeria Customs Service.
Intra-Service Clients:
Other Law Enforcement Agencies.
Other Ministries / Parastatals and Government Agencies.
Stakeholders:
Importers and Exporters
Customs Licensed Clearing Agents / Excise Agents.
Bonded Warehouse Operators
Excise Traders.
TIME FRAME FOR SERVICES RENDERED
By the recently introduced fast track clearance procedure, it takes 48 hours to
clear goods from time of lodgment of SGD to final delivery at exit gate if there
are no discrepancies.
To process a Customs Clearing Agent License, application is submitted at any
time of the year.
The License renewal which is between 1st November, and 31st March of the
following year, is granted if satisfactory training is attained.
PERFORMANCE TARGETS/SERVICE IMPROVEMENT PLAN
The Nigeria Customs Service aims to improve its service delivery to its customers
through the following:
Embark on full office automation of the headquarters and the zonal offices.
Maintain Internet facilities at all Zonal Headquarters and Area Commands.
Informatize the collection of statistical data on revenue collection and the
general computerization of the service.
Continue to meet with stakeholders with a view to striving towards a more
effective and efficient service delivery.
Strengthen collaboration between the Nigeria Customs Service and all
security agencies for effective border control.
Facilitate access to, and dissemination of Customs regulatory information to
the general public particularly for travelers and participants in international
trade.
Consistently upgrade existing facilities in the two Customs Training Colleges.
Vigorously pursue collaboration and sharing of intelligence/information
between the NCS and its Counterparts in other countries.
Engender capacity building in the integration of border communities in
intelligence gathering.
Take adequate steps to ensure that all officers and concerned stakeholders
comply with clearance procedures and extant circulars.
Adhere strictly to the provision of the Revised Arusha Declaration on Customs
integrity, and the Anti-Corruption Act, 2000.
Develop zero tolerances for bribery and corrupt practices.
Ensure the training and re-training of officers.
OBLIGATION OF STAKEHOLDERS
Adhering to the Customs Clearing procedures/guidelines on import and export
making proper declaration to Customs.
Avoiding corrupt practices.
Exposing those who hawk and sell contraband goods.
Conducting public education lectures with and among organized Unions.
Exposing officers who engage in corrupt practices.
Getting acquainted with the contents of the service Charter.
Attaching all prescribed forms.
Making enquiries in a courteous manner.
Following anyone or a combination of complaint methods contained in the
service charter.
CHAPTER THREE
COMPLAINT METHODS/GRIEVANCE REDRESS PROCEDURES
Stakeholders are expected to use the following methods to seek redress when
dissatisfied with service rendered:
Consult the Charter of the Service frontline and follow the complaint methods
therein.
Seek redress from the head of unit where the service is rendered.
Send complaint/petition to the complaint/suggestion box for the attention of
the SERVICOM Unit
Direct the complaints to the SERVICOM Nodal Officer at Room 36 ground
floor, Customs Headquarters Complex, phone Number
The Comptroller-General, Nigeria Customs Service Customs Headquarters
Wuse, zone 3, Abuja. Telephone No 09-5234680.
CHAPTER FOUR
INDICATION OF STAKEHOLDERS PARTICIPATION
The Designated Banks often organize enlightenment programmes for
stakeholders on duty payments.
The electronics and print media has regular programmes and columns on
Customs activities.
Participation by stakeholders in all activities organized by the Service.
Participation by stakeholders in Comptroller-General’s Annual Conferences.
LIMITATIONS
The Nigeria Customs service is faced with limitation in the achievement of the afore-
mentioned goals;
Lack of control over operating environment in the port.
The porosity of the borders at certain times of the year.
Lack of adequate equipment for effective Customs operations.
Abuse of government concessions on import and exports by
importers/exporters, manufacturers and other stakeholder.
APPENDIX
SERVICOM OFFICE ADDRESSES
NODAL OFFICER:
Room 36, Ground Floor,
Nigeria Customs Service Headquarters
Wuse Zone3, Abuja.
DESK OFFICER
WILLIAM – EBI, F.
Nigeria Customs Headquarters,
Room 46, 1ST Floor, Zone 3 Abuja
Telephone No: 07032314152
THE COMPTROLLER-GENERAL
Nigeria Customs Service Headquarters
Wuse, Zone3, Abuja
Tel: 09-5234680.
www.customs.gov.ng
NOTE: This Charter is subject to review.
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