Our Commitment to Quality Service
Learn about Singapore Customs’ service standards.
Last updated 25 February 2026
Your Satisfaction, Our Pride
We are committed to provide excellent service, and our pride resides in our customers’ satisfaction.
Fast
We seek to understand your needs and serve you promptly.
Friendly
We are attentive and polite when we serve you.
Firm
We are steadfast in upholding our laws and open and transparent in enforcing them.
Fair
We serve with equity, honesty and impartiality.
Our Service Standards
Emails and letters
Our response time depends on the nature and complexity of the enquiry or feedback. We generally reply to straightforward enquiries and feedback within 3 working days, but may take longer for more complex issues. If your feedback or request requires further study, we will inform you that more time is needed.
Processing timelines and service commitments for trader-related transactions.
Traders | Our Service Standards |
|---|---|
Process TradeNet Declarations (and Amendments) | More than 99% within 10 minutes |
Issue Customs Duty/Goods and Services Tax (GST) Refund | Within 5 working days (if supporting documents are not required) |
Process Certificates of Origin Online Applications | Certificates of Origin for goods of Singapore origin applications within 2 working hours (upon receipt of all supporting documents) |
Issue Import Certificates and Delivery Verifications (ICDV) | 100% within 2 working days upon receipt of complete application with all the relevant supporting documents |
Issue Customs Rulings | Within 30 days upon receipt of full supporting documents |
Delighting Our Customers
Singapore Customs is committed to provide our customers with prompt and professional service.
Through active engagement with our customers and benchmarking our services to best practices, we strive to delight them. We conduct surveys regularly to gather our customers’ feedback and to measure their satisfaction with our services so that we can serve them even better.