Excellence in Service Delivery

Custom House, Cochin has been recommended for grant of IS 15700-2005 SEVOTTAM by the Bureau of Indian Standards on 15.09.2015

Sevottam is a move from administrative to service oriented mind set, a citizen- centric measure to improve quality of services delivered by the Department.  We promise what we can deliver and deliver what we have promised in our Charter. This will be achieved through constant monitoring of service delivery channels, customer feedback, motivation and training of personnel, continually improving reliability levels of internal processes and identifying opportunities for improvement. As a responsive measure, Sevottam emphasizes on mechanisms to redress our stake holders’ grievances promptly.


Aiming to promote efficient and transparent governing mechanisms, we promise to:

  • Acknowledge all written communications including declarations, intimations, applications and returns immediately and in no case later than 7 working days of their receipt,
  • Convey decision on matters relating to declarations or assessments within 15 working days of their receipt,
  • Dispose refund claims within 3 months of receipt of a complete claim,
  • Remit drawback within 7 working days of,

Filing of manifest in the case of electronic processing of declarations
Filing of a paper claim in the case of manual processing

Release seized documents, which have not been relied upon for the issue of Show Cause Notice, within 30 days from the date of issue of the said notice, unless otherwise provided for under the law.


An Officer is posted at Sevottam Facilitation Center to provide information and facilitation, in addition to the existing  Import/Export Facilitation Officer.
Import/Export Facilitation Officer can be contacted at: Tel.- 0484 2667295
email - helpcentre[at]cochincustoms[dot]gov[dot]in


Difficulties encountered in official transaction of your business can be taken up with the Public Grievance Officer (PGO) of this Custom House. PGO can be contacted at

Smt Beena Vas S
Email beenavs[dot]g079201[at]gov[dot]in
Phone 0484 2669030
Post PGO, Custom House, Willingdon Island, Cochin 682009

Feedback may be dropped in the boxes provided at Sevottam Facilitation Counter and other prominent places in the Custom House.
Complaints/Suggestions can also be filed online in CPGRAMS “Centralized Public Grievance Redress and Monitoring System” accessible through the online portal http://pgportal.gov.in/

Organization Chart

Organization Chart