• CI & SC information
  Business hours
  Monday to Friday 06:00 to 21:00
  Weekends 07:00 to 19:00
  Average wait time for callers
  02.01 seconds - July 2010
  Best times to call
  06:00 to 09:00
  13:00 to 14:00
  17:00 to 21:00

Contact Cargo Support

Email

cargosupport@customs.gov.au 
Email is the primary method of contact for the Customs Information and Support Centre (CI&SC).

Please ensure that you include the following information in your email.
 
 1. Australian Business Number (ABN) or Customs Client ID (CCID)
 2. Your name, telephone number, email address and your role in the organisation
 3. The details of your enquiry, e.g. your container number, airway bill number, import declaration number or export declaration number
 4. Wherever possible, you should be logged into the Customs interactive.

Phone

1300 558 099

In the event that you need to phone the CI & SC, please ensure that you have the above information at the ready.

Digital certificate enquiries

Clients with enquiries that relate specifically to digital certificates need to do the following, to ensure that their queries are managed by the CI & SC in an efficient and timely manner.
 
Customs has developed a Digital Certificate Enquiry form, which should be completed by clients with questions that relate directly to their digital certificate/s.
Clients must also include screenshots relevant to their question.

Guides outlining which screenshots to provide, and how to create these screenshots are available below.
Providing the correct information to Customs will result in a timely response.

Digital Certificate Enquiry form. (126KB)

How to create a screenshot of the CSI Management Utility. (362KB)

How to create a screenshot of an ICS logon error. (287KB)

 

Urgent cargo clearance

To request an urgent cargo clearance, the cargo must meet one of the following criteria:

- Cargo may miss it's carrier (export flights/vessels, truck booking system)

- Perishable goods will be damaged if subjected to delay, or;

- Cargo requires immediate delivery (e.g. urgent medical supplies, hazardous materials and livestock)

If your cargo meets one of the above criteria, phone 02 6275 6100.


The most common question asked by industry is "What is the status of my cargo?"
Customs has produced two guides to assist users in understanding the status of their cargo within the ICS.

Understanding cargo status conditions. (140KB) This Quick Reference Guide assists users in determining the various reasons that their cargo might not be cleared.

Where do I find the status of my cargo? (516KB) A comprehensive document that provides information on the status of cargo within different ICS screens.

 

Need more help?

 

Join our mailing list

To receive news and publications relating to cargo, subscribe to the Australian Customs Cargo Advice mailing list. Subscribe here. 

 

Feedback about this site

Feedback regarding this site is welcomed.
Email your comments or suggestions to IndustryEngagement@customs.gov.au