The Ethiopian Customs Authority is highly responsible to follow up the changes in the international trade and cope up with it to contribute to the acceleration of the country's economic and social development. To these effect:

• It applies modern customs systems and procedures to assist the growth of trade and investment in the country and to implement trade laws and policies which emanate from the practices of international trade and related conventions;
• It provides quality service to all participants in international trade ands passengers; considers its customers as kings; and collaborates with them to confirm low cost operation:
• It collects duties, taxes and other charges levied in relation to imports and exports;
• It controls and prevents illegal trades that are dangerous to social well being and hinder economic development;
• It strives to gain the integrity of its employees through attractive pay and benefits; training and development; and by creating an excellent working environment.

The Authority always strikes a balance between trade facilitation and control in order not to deny the rights of those who comply with the laws and regulations. To this end its relationship with its clients is based on transparency and justice. This principle equally applies to determine its employee's daily work and social relationship.

1. If you have a problem in relation to clearance of goods apply in writing first to the Operations Section Head.

2. If you do not agree with the decision of the Operations Section Head; apply to the station manager.

3. If still you are not satisfied with the decision of the station manger, apply to the Region's Manager (if your appeal is out of Addis) and then to The General Manager or Deputy General Manager of Operations of Ethiopian Customs Authority.

4. If you disagree with the decision of either the G.M. or D.G.M. Operations of Ethiopian Customs Authority, you can submit your accusation to the concerned court.

5. When the decisions of the station's operations head or station's manager is not accepted by the appellant, they should send the appeal file to the next official/body without delay.

6. Appeals in relation to the decisions of divisions at the head office shall be submitted to either the DGM Operations or the G.M.

7. Customs officials at all stages should give quick response to appellants.

8. All customs officials at all levels are responsible to quickly respond to appellants.