How to Escalate Land Modality Queries

The mailboxes below let you send enquiries to Customs at Land 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.

Land Modality Queries

Do’s and Don’ts of Sending Query Emails

• Important: In the subject line, please insert the operational activity or area, with the applicable SSM case number/details, that the enquiry relate 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.
• Enquiry mailboxes: listed above
  • 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 transportation details
  • Bookings for SSM Physical Inspections and SSM manual stops:
  • Use these mailboxes to book a physical inspection; subject line example: Book for exam + case number
  • Book scanner exams; subject line example: Book for exam + case number
  • Supporting documents for JOC and manual detentions; subject line example: Supporting documents + case number
  • Supervision bookings; subject line example: Supervision (this includes all EWPs, destructions under supervision, etc.)
  • 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.).

Land Modality Operational Owners for Escalations only