Procedure of dealing with appeals of citizens
Within the Federal Customs Service, handling written and verbal public appeals (hereinafter – public appeals), as well as explanation of the procedure of making appeals to the FCS of Russia and customs authorities is the responsibility of the public appeals handling office (Liaison Office of the FCS of Russia) of the Administrative Department. Within customs authorities, document support divisions are responsible for handling public appeals. You can find telephone numbers and addresses of public appeals handling divisions of the FCS of Russia and customs authorities in the “Contacts” subsection.
Individuals can make appeals to the FCS of Russia or customs authorities:
- by phone;
- in written form to the correspondence address of the FCS of Russia or customs authorities;
- in written form by fax;
- in digital form via official web sites of the FCS of Russia or customs authorities, or to e-mail addresses of the FCS of Russia or customs authorities.
Written public appeals (including digital) are registered within three days from the moment of receipt by the FCS of Russia or a customs authority.
Written appeals received by the FCS of Russia (customs authority), including digital, are first handled by the Liaison Office of the FCS of Russia (documentation support division), registered and sent for review to the management of the FCS of Russia (customs authority) or the management of the department of FCS of Russia that is competent to deal with the subject of the appeal.
Management of the department of the FCS of Russia (customs authority) reviews public appeals, monitors their timely handling and quality of responses. A written appeal (including digital) is reviewed within 30 days from the date of its registration. In exceptional cases, the review duration may be extended by no more than 30 days.
If the applicant is not satisfied with the response, they may book an appointment with the management of the FCS of Russia (customs authority) or the head of the relevant department of the FCS of Russia to receive further clarification.
The Liaison Office of the FCS of Russia provides information on the public schedule of appointments with the management of the FCS of Russia and departments of the FCS and Russia to concerned persons, allows them to book an appointment or receive an additional consultation.