Work with citizens' appeals in customs authorities is carried out in accordance with the Law of the Republic of Belarus "On appeals of citizens and legal entities" of July 18, 2011.
For 12 months of 2018, the customs authorities received 3695 written appeals from citizens, which is 1675 less than in the same period in 2017. The State Customs Committee received 1557 appeals and customs - 2138.
The greatest number of appeals to the State Customs Committee came from residents of Minsk - 553, outside the republic - 391, Brest region – 133 and Minsk region - 111. For 2018, 25 repeated appeals were received (in the same period of 2017 - 33).
The most frequently raised questions were: obtaining advice on customs rules when crossing the border, on customs declaration, release and customs control of goods delivered in international postal mail, on the procedure for payment of customs payments.
All appeals received by the customs authorities were considered in the terms established by the legislation: 620 (16, 78%) of appeals were granted, explanations were given for 2907 (79, 67%), 87 (2, 35%) received refusal, 81 (2, 2%) - are under consideration or redirected to other state bodies.
For 12 months of 2018, the command of the Committee received 67 people, the command of customs - 859.
The largest number of people who appealed to the State Customs Committee is residents of Minsk region (27 people).
The reception questions were related to employment, appeals against the decision of the customs head, explanations of the customs legislation, in particular about the detention of cargo, joint responsibility of the customs representative, abolition of benefits, reduction of the customs duty rate, CN FEA code classification.
There are graphs of personal reception of citizens by the command of the customs, the procedure for appealing decisions, actions or omissions of customs officials, regulatory legal acts and other necessary information for citizens and foreign trade participants on the information stands.
In order to inform the public, various forms are used:
- TV and radio programs;
- regular press conferences;
- publication of materials in national and regional print media;
- publishing information on the Internet.
In the system of customs bodies, there is a practice of holding hot lines and direct telephone lines to answer questions that arise from citizens and business entities regarding the order and rules of customs regulation.