What does hotline 1900 9299 of the Customs sector support to the enterprise?

	Many huge smuggling cases were discovered thanks to information from hotline
	The Customs’ switchboard hotline number, 1900 96 96 47, enhances the ability to receive the problems of enterprises.
	Customs receives more than 2,400 messages via hotline 19009299

The operation at the Center for management and operation of Customs IT system. Photo: T.B

Recently, a company located in Hong Kong has complained to the Customs Newspaper that it called the hotline 1900 9299, and the Help desk refused to answer the questions.

In order to clarify this problem, on 15 November 2018, the Customs Newspaper’ reporter called the hotline 1900 9299, and was instructed that if the questions are related to the Customs technical system, the Helpdesk will promptly answer. If the questions are related to Customs procedures, a consultant will guide the enterprise to directly contact Customs branches for carrying out procedures, or the enterprise will send information via email (address: bophanhotrotchq@customs.gov.vn) to the Helpdesk, and the Helpdesk will transfer the information to the specialized units for answering.

Talking about this problem, Mr. Tran Cong Tuan- Director of the Center for management and operation of Customs IT system said that when calling the Hotline 1900 9299, the caller presses No.1 to reflect hot information for informing about crime, smuggling, trade fraud, harassment, negativity and Custom procedures.

Pressing No.2, to be supported for Customs procedures and National Single Window Portal.

For questions on technical matters, the helpdesk will immediately answer.

For questions on Customs operation, the helpdesk will directly answer. However, if the issues are related to specialized operations of specialized departments under the General Department of Vietnam Customs, the helpdesk shall contact these departments.

According to the regulations, within 1 to 3 working days, the departments must answer these questions. When receiving information from the departments, the helpdesk will respond immediately to the enterprise.

For customs operational problems, the Helpdesk instructs enterprises to directly contact Customs Branches for specific procedural problems being directly carried out by the enterprise at Customs Branches. Thus, the helpdesk can only identify and provide focal units under those Customs Branches to the enterprise to contact and handle problems.

“When the enterprise calls the Hotline 1900 9299, the helpdesk always receives and fully provides information to the enterprise. There is not the problem that the helpdesk refuses to receive and answer the enterprises’ questions,” the leader of the Center for management and operation of Customs IT system confirmed.

Mr. Tran Cong Tuan added that currently the calls to the Hotline were recorded, so that if there was the situation where the Helpdesk refused to answer questions, or did not instruct the enterprise, the enterprise could provide the specific information to the Center for rechecking, and the individuals related to this issue would be strictly handled.

Customs receives more than 2,400 messages via hotline 19009299 VCN - From the beginning of the year up to now, Vietnam Customs has received and handled ...

According to the policy of leaders at all levels, in order to facilitate individuals, organizations and enterprises in supporting the Customs sector, from 15th September 2018, the General Department of Vietnam Customs officially launched the only hotline 1900 9299 to receive information.

Hotline 1900 9299 can receive 35 calls which is 4 times-higher than the previous time (in the past, only 8 fixed telephones received 1 call per fixed telephone). In addition, the hotline can implement 15 calls at the same time to contact and consult the enterprise.

The hotline’s extension is very simple due to the increase in the number of calls from the enterprises.