Harassment of Passengers at Air/Sea Ports and Cargo Complexes by the Officers of Customs - Reg. - Customs - 087/99

Circular No. 87/99-Cus. Dated 31-12-1999 [From F. No. 520/6/99-Cus.VI] Government of India Ministry of Finance (Department of Revenue) Central Board of Excise and Customs, New Delhi Subject : Harassment of Passengers at Air/Sea Ports and Cargo Complexes by the Officers of Customs - Reg. I am directed to refer to Chairman's D.O. letter F. No. 520/40/99-Cus. VI, dated 12th August, 1999 on the subject titled "improving passenger clearance facilities at the international airports" (copy enclosed for ready reference). 2. In the recent past, several complaints have been received in Board's office regarding harassment of innocent passengers at the international airports. The complaints range from rude behaviour to extortion of money, and from unhelpful attitude to denial of legitimate baggage concessions. It has also been alleged that many a time exorbitant fine and penalty is being imposed in respect of goods imported in baggage by bona fide passengers. 3. The passenger traffic at the international airports has increased over the years. People visit for various purposes, ranging from tourism to business tie-ups and from investment to simple visits (meeting kith and kin etc.). After a long, tire-some journey, the least the passengers can expect is a hassle-free Customs clearance of their baggage. But the experiences of some passengers have been otherwise and the complaints/e-mail messages received in this regard do not make a happy reading. 4. The need for projecting a better image of the country at the airport can hardly be over-emphasised. The first impression lasts long, and a negative feedback of passengers has a multiplier effect. Government has, therefore, been trying very hard to improve the infrastructural facilities at the airports to bring them in line with international standards. Customs has a vital role to play in this situation. Board has, in the past, issued several letters to field formations towards simplification of procedures for hassle-free clearance of baggage/unaccompanied baggage. In spite of this, the disturbing fact is that the Board still receives several complaints of harassment in clearance of baggage/unaccompanied baggage. Such complaints are on the increase. 5. You are requested to monitor the situation personally, by way of surprise visits or otherwise, and to ensure that passengers are cleared smoothly without hassle. Necessary steps may also be taken to avoid harassment of passengers by way of denial of rightful claims of passengers. In future, such complaints would be viewed seriously by the Board. Kindly acknowledge the receipt of this Circular. Copy of letter dated 12-8-1999 of the Chairman C.B.E. C., New Delhi enclosed with C.B.E. C. Circular No. 87/99-Cus., dated 31-12-1999. D.O.F. No. 520/40/99-Cus. VI S.D. Mohile Government of India Chairman Ex-Officio Special Secretary Central Board of Excise and Customs, New Delhi. August 12, 1999. Subject :- Improving passenger clearance facilities at the International Airports There has been a lot of improvement in the clearance of passengers at International Airports in the recent years, say, by way of extension of Green Channel counters. However, we should try and take all possible steps to further improve the arrangements for clearance of international passengers at the international airports to make them comparable to similar facilities at inter- national airports abroad. 2. One idea worth pursuing, in consultation with the Accounts people, is to authorise the Air Customs Officers posted at the red counters to collect the duty calculated, themselves, and to issue receipts therefor, as is being done at New York, etc. This should be examined and problems likely to be experienced and the solutions thereto and the instructions that we will have to issue after consulting C AG/Controller General of Accounts should be forwarded to me quickly. The equipment and stationery that will be required should also be indicated. 3. Meanwhile, some immediate steps can be taken to ameliorate facilities for clearance of passengers, with the help of I.A.A.I. authorities, where necessary. 4. Firstly, some sitting arrangement can be provided for waiting passengers, particularly elder citizens and ladies with children, etc. 5. Separate counters can also be earmarked for elder citizens and also, separately, for single ladies, or ladies with children, etc. This will improve the image of the Department by providing greater convenience to weaker sections of the passengers. Similarly for illiterate passengers separate special counters can be provided which should be manned by experienced and helpful officers. 6. While selecting the officers to be posted at international airports, relatively younger officers with pleasant looks and manners should be selected. Courtesy to passengers must be improved. 7. Finally, the instructions regarding the DOs and DONOTs like baggage allowance, prohibited articles, suggestion boxes and complaint boxes, etc., would be displayed more prominently than at present. 8. Please acknowledge receipt of this letter and report the action taken within a month.