- May 7, 2025
- Posted by: АРОУ
- Category: Publications
When and Why You Should File a Complaint
Customs authorities are responsible for border control, but their decisions may not always be lawful or justified. If you believe your rights have been violated, filing an administrative complaint is the first step to seeking justice.
Grounds for Filing a Complaint
You can file a complaint if you disagree with:
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Additional customs charges (duty, VAT, excise)
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Classification of goods under the HS code
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Customs valuation of goods
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Refusal to process or release your cargo
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Other actions or inaction by customs officials
Where to File a Complaint
According to Article 24 of the Customs Code of Ukraine:
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If the decision was made by a customs post – file the complaint to the regional customs office
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If the decision was made by a regional customs office – file the complaint to the State Customs Service of Ukraine
Deadline: Within 10 calendar days from the date of receiving the decision
How to Write a Complaint – Document Structure
Header Section
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Name of the customs authority to which the complaint is addressed
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Your contact details: name or company name, registration code, address, phone, email
Description of the Case
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Reference details of the decision (number, date)
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Description of the situation and alleged violations
Legal Justification
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References to the Customs Code, laws, and regulations
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Arguments proving the decision was incorrect or unlawful
Applicant’s Demands
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Cancel the customs decision
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Declare the actions or inaction illegal
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Request a new customs inspection or valuation
Attachments
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Copy of the customs decision
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Supporting documents (contracts, invoices, shipping documents)
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Expert opinions or legal references
Final Section
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Date
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Signature
How to Submit the Complaint
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In person – to the office of the customs authority, with confirmation of receipt
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By mail – send as a registered letter with delivery confirmation
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Electronically – through the State Customs Service’s online portal (if available)
Review Timeframe and Possible Outcomes
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Customs must review the complaint within 30 calendar days
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This may be extended for an additional 15 days
Possible outcomes:
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Full satisfaction of the complaint
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Partial correction
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Rejection – in which case you can proceed to court
What If the Complaint Is Denied – The Next Step
If your complaint is denied, you have the right to appeal to an administrative court. Court proceedings may take longer, but offer independent legal review.
How We Can Help
The Legal and Real Estate Association of Ukraine:
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Prepares legally sound complaints
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Verifies all documentation
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Represents your interests before customs or in court
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Supports you through the full appeal process
