CUSTOMER SERVICE STANDARDS
| Waiting Time | Service Time |
| 20 minutes | 7 minutes (depending on the complexity of the request) |
| Waiting Time | Service Time |
| 90 seconds | 4 minutes (depending on the complexity of the request) |
| Initial Response Time | Resolution Time |
| 30 minutes during office hours | 7 minutes (depending on the complexity of the request) |
| Initial Response Time | Resolution Time |
| 30 minutes during office hours | 7 minutes (depending on the complexity of the request) |
| Service Description | Time Limit |
| Registration as a taxpayer | 7 working days |
| De-registration | 2 weeks (depending on the status of the account) |
| Tax Certificate | Immediately |
| Good Standing Certificate | Immediately (provided account is in good standing) |
| Tax Clearance | Immediately (provided account is in good standing) |
| Submission and assessments via ITAS Portal | 4 working days |
| Objections | 90 days |
| Service Description | Time Limit |
| Application for Transit Bond | 5 working days |
| Application for Temporary Import Bond | 5 working days |
| Application for Bonded Warehouse | 20 working days |
| Change\Amendment of company name\bond top-up or reduction | 5 working days |
| Cancellation of Bonds: Transit\Temporary\Clearing Agent\Warehouse | 10 working days |
| Re-allocation of Bonded Warehouse | 10 working days |
| Objections | 90 days |
| EPZ License | 5 working days |
| Application for Clearing Agent License | 20 working days |
| Renewal of Clearing Agent License | 5 working days |
| Registration of Exporters under Trade Agreements | 14 working days |
| Issuance of Certificate of Origin | 1 working day |
| Advance Ruling on Valuation, Classification & Rules of Origin | 30 working days |
| Valuation and Classification determination | 30 working days |
| Appeals and Disputes on Valuation, Classification and Rules of Origin | 90 working days |
| Extension for Temporary Import Permit | 5 working days |
| Upload of Rebates\Exemptions\Companies | 2 working days |
| Excise Destruction Certificate | 5 working days |
| Service Description | Time Limit |
| Issuance of an Exemption Ruling (Government, Household, etc) | 1 - 7 working days (depending on the complexity of the request) |
| Issuance of a Legal Tax Directive/Ruling | 14 working days |
| Issuance of Legal Advice/Opinions | 30 working days |
| Resolution of Legal Disputes on Revenue Laws | 30 working days |
| Interpretation of Revenue Laws to Guide Compliance | 30 working days |