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THE LEADING BODY REPRESENTING
THE UK INTERNATIONAL FREIGHT SERVICES INDUSTRY

Overview of the HMRC CDS Customer Support Model (CSM)

HMRC have provided a pack which provides an overview of the Customer Support Model (CSM) offer.

This includes additional information requested about how quickly customer queries will be answered, in slide 4, which sets out the Departments service level offers. .

HMRC intend to answer 85% of call attempts and call answering times of 5 minutes is HMRC standard. Their customer support SLA is to respond within 2 hours and where necessary fully resolve within 48 hours applies 24/7. 

Prioritisation will be given to the most urgent queries relating to frontier declarations or impacting declarants meaning goods are unable to move onwards through the border.  The customer support service offer for general CDS queries is 8am – 8pm Monday to Friday and 8am – 4pm at weekends and bank holidays.  Outside of these hours support is offered solely for critical issues i.e. goods are stuck at the border.   

The Slide pack includes all relevant contact phone numbers and can be viewed here

 

 



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