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 9 months of 2019, the customs authorities received 1860 written appeals from citizens and legal entities , which is 988 less than in the same period in 2018. The State Customs Committee received 1340 appeals and customs – 520.
The greatest number of appeals to the State Customs Committee came from residents of Minsk - 499, outside the republic - 326, Brest region – 109 and Minsk region – 103, Gomel region – 80. For 9 months of 2019, 29 repeated appeals were received (in the same period of 2018 - 17).
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: 421 (22, 63%) of appeals were granted, explanations were given for 1301 (69, 5%), 55 (2,96%) received refusal, 83 (4,46%) - are under consideration or redirected to other state bodies.
For 9 months of 2019, the command of the Committee received 38 people, the command of customs - 634.
The largest number of people who appealed to the State Customs Committee is residents of Minsk region (19 people).
The reception questions were related the clarification of the procedure for the importation of goods, the activities of economic operators, the supply of products from Turkish manufacturers, the return of the recycling fee, the retention of cargo and the rules of the target set for training in higher education institutions in the specialty "customs affair".
In all customs offices consultations and informing of the population concerning customs affairs are carried out.
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.