Frequently Asked Questions : The FAQs are arranged by topic

The Customs Agency is ready to provide a clear and transparent answer to users' questions, whether private citizens, operators or professional associations. This project is also due to a specific legal obligation, under the Dipartimento per la Funzione Pubblica's Directive of 7 February 2002, issued to regulate the activities of communication of the Public Administration. The Office for Relations with Public's mission is to facilitate, improve and extend the access to services; but also to listen to the needs of the recipients, in order to understand them and use this as an impulse to improvement.

The Public Administration is changing according to the template of the e-government and of on-line services. That is why our Agency enters the modernization process with a modern and dynamic tool: the "Telematic office for relations with public". Thanks to this service, at present in an experimental stage, there will be an answer to requests of information or explanations. It will be enough to fill in a form and to give a short description of the problem. Within a maximum of eight working days for easy questions and fifteen working days for more difficult questions, an e-mail message will provide the answer.

Instead, for all questions concerning the interpretation of tax laws and problems regarding the relation between users and customs administration (refunds, verifications, etc.) is necessary to make use of the official procedures provided for in the laws regulating the issuance of binding information and the socalled "interpello"(possibility for citizens to ask for a procedure other than that provided for in legal texts).

This service is in an experimental stage and could, at the beginning, accept only a limited numer of requests, after which users could be invited to try again later.