29 June 2026 – Customs and Excise will implement a new standardised Query Mailbox System and Escalation Protocol on Wednesday, 1 July 2026. The goal of the new Customs Query and Escalation Protocol is to enhance operational efficiency, reduce redundancy, improve trader experience, and collect feedback to inform service enhancements, in alignment with SARS’s service philosophy that the “best service is no service”.
See the message from the Director: Customs Border Operations, Ports of Entry, Customs and Excise Compliance.
See the complete Customs Resolutions process here.
The new email queries and escalation process:
