DHL Express unsupportive customs department

DHL Customs – Repeated Errors, Lack of Assistance and Serious Financial Prejudice

I am extremely disappointed with the manner in which DHL Express South Africa’s Customs Department has handled a series of customs matters relating to our business shipments.

This is not an isolated incident. We are dealing with multiple shipments where serious discrepancies have been identified in Customs findings and calculations, yet DHL Customs has been largely non-responsive, unhelpful and has repeatedly failed to provide the supporting documentation and calculations we have requested.

DHL acts as our appointed customs clearing agent and submits customs declarations on our behalf. Yet when Customs subsequently issues false findings such as “Incorrect Value”, DHL appears unwilling to properly interrogate or assist us in disputing findings that the documentation itself calls into question.

Among the issues identified are: -International freight appearing to have been included in the dutiable customs value, resulting in additional customs duty and “Incorrect Value” findings. -An “Incorrect Tariff Heading” finding despite DHL’s own declaration reflecting the correct tariff heading. -Repeated penalties and additional charges arising from disputed calculations. -Failure to provide adequate supporting documentation explaining how these assessments were determined. -Pressure to simply comply and pay disputed amounts to secure the release of our goods, rather than meaningful assistance in resolving the underlying discrepancies.

We are exercising our lawful right to dispute Customs findings and request the factual and legal basis for assessments and penalties.

What is particularly concerning is that DHL has now requested that we refrain from communicating directly with the relevant Customs unit, while at the same time failing to provide meaningful assistance themselves.

As a business paying substantial amounts to DHL for international freight and customs-clearing services, this level of service is unacceptable.

We require this matter to be urgently escalated to senior DHL Express South Africa management. We want a competent senior representative to review the affected cases, provide the outstanding documentation, address the repeated discrepancies and explain what DHL intends to do to resolve the valuation errors.

We are not asking DHL to disregard Customs requirements. We are asking DHL to do its job as our appointed clearing agent and properly assist its customer when Customs findings and calculations are formally disputed.