How to Escalate Customs and Excise Compliance Cluster Queries

The mailboxes below let you send enquiries to the Customs and Excise Compliance Cluster. These mailboxes are monitored by SARS Customs and Excise Compliance employees to improve communication and turnaround times. If you do not get a response, follow the escalation process below.

Remember that the first point of contact remains the case officer. If the case officer does not respond after all required obligations have been met (e.g. submission of required documentation), the matter may then be escalated.

The mailboxes below are not intended for general enquiries or routine follow-ups.

Customs & Excise Compliance Cluster Queries

Do’s and Don’ts of Sending Query Emails 

• Important: in the subject line, include the operational area and the relevant SSM case number or reference, if applicable:
  • National Rapid Response Team (NRRT) interventions
  • NTOC detentions and seizures
  • Specialised SSM cases
• Do not copy all areas to avoid duplicate emails.
• Provide your previous emails.
• The matter will be treated as an escalation only if you prove that you have first used the correct mailbox and no response was received within the turnaround time.

First Level of Escalation if the Case Officer Has Not Answered the Enquiry

• NTOC: [email protected]
• Escalations are typically responded to within 8 working hours.
• Specialised Processing Team: [email protected]
• Escalations are typically responded to within 8 working hours.

Second Level of Escalation

• If your first escalation has not been responded to as outlined above, you can escalate the matter to C&[email protected].
• Please allow 8 working hours for your email to be attended to.

All query escalations can be escalated only to the Operational Owners under these circumstances

• If no response is received within 24 working hours of submitting your second-level escalation, email the relevant Lead below for assistance. Remember to give proof that you used the relevant mailbox and no response was received.
• If no feedback is received within 24 working hours after escalation to the relevant Lead, escalate the matter to the Interim Business Area Lead of the Cluster, again subject to proof that the prescribed mailbox process was followed.
• Turnaround times apply from the time you submit all required information (e.g. providing supporting documentation, placing of containers for inspection, etc.). 

Compliance Cluster Operational Owners for Escalations only