The Customs Laboratory facilitates examination processes
The customer satisfaction survey that we carried out in spring 2023 showed that, generally speaking, our customers are quite satisfied with how smoothly their customs transactions take place. However, customers feel that our examination response times are sometimes too long. The Customs Laboratory has reviewed its internal processes based on the survey results. We concluded that delays in response times are especially caused by examination stages where we need to approach customers for additional information, for example relating to product contents or package labels.
For obtaining additional information, we will start using a customer notice that we will deliver to customers in connection with document requests. We will first use this procedure with samples of cosmetics, as we require additional information on cosmetics most often. The customer notice explains the documentation required for keeping examinations times within limits. Based on our experiences from using customer notices, we will most likely use them for other product categories as well.
Obtaining information as effortlessly as possible
The Customs Laboratory informs customers about topical customs control matters with newsletters and customer notices.
In addition to this, Customs is renewing its website with clearer content. This makes finding information even easier.