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.