According to information from the Customs Department, recently, there have been some public opinions reflecting on receiving and processing information via the Customs Department hotline 19009299. The Customs Department said it has recorded constructive feedback, seriously accepting and handling to improve the quality of service for people and businesses in implementing and managing customs procedures.
However, there is still some inaccurate information, mainly because businesses do not clearly understand legal regulations and the account registration process using the VNACCS/VCIS System. In particular, there are cases where individuals do not reflect the correct content, even making insulting statements to support staff, affecting the reception and processing of information.
"In the spirit of openness, the Customs Department publicly disclose official information for people and businesses to grasp and accompany in building a modern public administration.
The Customs Department currently deploys the hotline 19009299 with 2 branches:
Branch 1 (pressing button 1): receives denunciations of crimes, smuggling, trade fraud, corruption, negativity and problems in customs procedures.
Branch 2 (press the button 2): support electronic customs procedures and the National One-Stop Portal, including instructions on how to use the customs sector's IT system, answer policies, receive recommendations and handle problems in customs clearance.
In addition, people and businesses can send support requests via email: bophanhotro@customs.gov.vn.
According to the Customs Department, there are an average of 13,500 - 14,000 calls and emails sent to the hotline each month, equivalent to 400 - 450 requests/day, with a processing time of 5 - 10 minutes. The support department (HelpDesk) currently has 4 employees, who must maintain 24/7 operations including holidays and public holidays.
The acceptance and processing rate reached about 70%. However, with a large workload, there are still times when there is overload, especially when the IT system has problems. To overcome this, the Customs Department has assigned civil servants to work overtime, ensuring that the customs clearance process of goods is not affected.
Through the handling process, the Customs Department synthesized a number of common groups of problems:
Support for registering for VNACCS/VCIS accounts, reissuing expired passwords and digital signatures. On average, there are about 700 records of this type per month.
The problem with the customs service system has affected customs clearance operations.
The error on the National One-Stop and ASEAN Portal was due to the entire declaration procedure being concentrated in this system.
Object factors: changes in administrative boundaries from July 1, 2025, causing the need for information updates to increase sharply; the tax code database from the Tax Department is not yet synchronized in a timely manner; some businesses still send requests for old email addresses, which are not in accordance with regulations.
In the coming time, the Customs Department said it will synchronously deploy many solutions such as approving new technologies such as AI terminals, chatbot, virtual assistants; building automatic functions to support the reissue of passwords and administrative accounts.
Hiring technical support services for key IT systems, adding human resources to reduce the burden on the HelpDesk department.
With the motto "Professional - transparent - Effective", the Customs Department affirms to continue to take the satisfaction of people and businesses as a measure of service, and at the same time hopes to receive timely feedback to jointly build a modern and honest customs administration.
Some common problems and instructions for handling
1. Look up electronic C/O information form D
In cases where businesses have completed customs procedures but encountered the situation of electronic C/O form D imported and domestically or C/O exported not yet available on the system, please look up at: https://khaibaohoso.vnsw.gov.vn/common/COFormDTracking.
Enterprises base on the search results to follow the instructions in the notes and interpretations section of the system.
2. In case of registering for VNACCS administrative account, there is an error of "Tax code does not exist"
Request businesses to contact the Customs Department's Support Department via Support Center 19009299, branch 2 or email bophanhotro@customs.gov.vn for feedback and support.
Note that when contacting the Support Department, businesses need to clearly report that they are registering for VNACCS system management accounts and have an error of "Tax code does not exist", and at the same time provide the correct tax code so that the recipient can clearly understand the problems and facilitate inspection and handling of errors and incidents.
3. In case individuals, organizations, and enterprises complete procedures to register vehicles at the police agency but cannot find information on the chassis number and engine number on the police agency system
When there is a problem with the attached file, the enterprise should contact the customs unit that opened the declaration to be supported in processing the attached file that the system has not recognized when reporting the data. The customs office at the border gate/outside the border gate where the customs declaration is registered is responsible for amending, supplementing, and reviewing information on imported vehicles on the Online Public Service Provision System.
