The mailboxes below let you send enquiries to Customs at Air Ports of Entry. These mailboxes are monitored by SARS Customs employees to improve communication and turnaround times. If you do not get a response, follow the escalation process below.
Air Modalities Queries
Air Modality Branch | Mailbox Names | Purpose of Mailbox |
Air Modality Compliance Centre (Doringkloof) | External queries specific to declaration-based cases for the Air Modality Compliance Centre | |
Air Modality IAA Enquiries | Submission of all DA51 IAA applications for cases related to the Land Modality, as well as all queries relating to the respective cases | |
CTIA Port Enquiries | External queries specific to the port, including manifests, MCC cases, GENDECs, Cape Mail, etc. | |
CTIA Port Bookings | Bookings enquiries relating to cargo examinations, e.g. scanner bookings, as well as physical-inspection bookings for system–generated stops and manual stops | |
ORTIA Port Enquiries | External queries specific to the port, including manual cases, Task Completion Unit, Clothing-Footwear-Textile Team, manifests, DA306, DA65, de-groupings, etc. | |
ORTIA Port Bookings | Booking enquiries relating to cargo examinations, e.g. scanner bookings, as well as physical-inspection bookings for system–generated stops and manual stops | |
KSIA Port Enquiries | External queries specific to the port, including GENDECs, PAX enquiries, DA306, etc. | |
KSIA Port Bookings | Booking enquiries relating to cargo examinations, e.g. scanner bookings, as well as physical-inspection bookings for system-generated stops and manual stops | |
Kruger Mpumalanga, Lanseria, Pilanesberg, and Polokwane International Airports | Any enquiries and bookings related to Kruger Mpumalanga, Lanseria, Pilanesberg, and Polokwane International Airports |
Do’s and Don’ts of Sending Query Emails
- Important: In subject line, please insert the operational activity or area, with the applicable SSM case number/details, that the enquiry relates to.
- Compliance Centre Escalations: [email protected]
- Send queries about updates on declaration-based cases.
- Before sending a query, check the system for the latest messages from Customs.
- The case number must be included in the subject line; use only one case per email.
- Booking mailbox: [email protected] ; [email protected] ; [email protected]
- Booking for physical inspection; subject line example e.g.: book for exam + case number
- Supporting documents for manual detentions; subject line example: supporting documents + case number
- Supervision Bookings; subject line example: supervision (this includes all EWPs, destructions under supervision, etc)
- Enquiry mailbox: [email protected] ; [email protected] ; [email protected] ; [email protected]
- All queries for state warehouses (SWH), including releases and bookings of goods into and out of the SWH; subject line example: SWH + details of query
- Submission of manifests; subject line example: manifest + details of flight
- Any other query not listed above: please be specific in the subject line
- IAA Mailbox: [email protected]
- Submission of DA51 + details of complainant
- Follow up on DA51 already submitted + reference number allocated
- Please do not use any other mailbox or communication platforms to send Customs enquiries if these have not first been submitted through the provided mailboxes.
All queries can be escalated to the Operational Owners only under these circumstances
- If you are escalating a query because it received no response within 24 hours, contact the Branch Managers below directly for support. You will be helped only if you give proof that you had used the correct mailbox and received no answer.
- After escalating to the correct Branch Manager for support, and no feedback has been received within 24 hours, escalate your query to the Head of the Modality. You will be helped only if you give proof that you had used the correct mailbox and received no answer.
- Turnaround times apply from the time you submit all required information (e.g. providing supporting documentation, placing of containers for inspection, etc.).
Air Modality Operational Owners for Escalations only
Airport of Entry | Manager | Contact Details |
Doringkloof Compliance Centre | Moabi Setshedi | |
ORTIA | Norah Lethuka | |
CTIA | Miguel Pereira Guerreiro | |
KSIA | Nomonde Mhlongo | |
Kruger Mpumalanga, Lanseria, Pilanesberg, and Polokwane International Airports | Absalom Mhlongo | |
Head: Air Modality | Cassius Sinthumule |
