Customs Stakeholders Satisfaction Survey
During the recent 2021 Income Tax filing season, the MRA invited its Customs Stakeholders to submit electronically their feedback on the quality of services provided by MRA Customs through a Customs Stakeholders Satisfaction Survey. Prior to 2021, the MRA had carried out such a dedidated Customs survey in 2013 through a face to face interaction with these stakeholders.
The table below compares the results of the 2013 and 2021 Customs Stakeholders Satisfaction Surveys (CSSS).
| Quality statements | 2013 Survey | 2021 Survey |
| % of Good/ Very Good | % of Good/ Very Good | |
| The valuation of goods | 60 | 80 |
| Clearance of goods from Bonded warehouses and duty free shops | 69 | 80 |
| Processing of Certificate of Origin | 54 | 82 |
| Processing of duty free and exemptions and concessions | 43 | 76 |
| Customs services and clearance of passengers at SSR International Airport | 69 | 83 |
| Processing of Refund/Drawback/Inward/Outward processing schemes | 43 | 76 |
| The level of information provided to passengers on duty free allowances, prohibited and restricted goods | 51 | 77 |
| The level of service or information offered to customers via telephone, email and/or MRA Website | 64 | 77 |
| The opportunity given to Customs Stakeholders to provide an explanation before the issue of a Customs Offence Report/Claims | 40 | 70 |
The MRA wishes to thank its Customs Stakeholders for participating in the 2021 CSSS. They may rest assured that the organisation will factor in their feedback in its decision making process for even better Customs services by the MRA.
MAURITIUS REVENUE AUTHORITY 23 December 2021
Taxpayer Education and Communication Department,
Mauritius Revenue Authority, Ehram Court, Port-Louis, Mauritius
T: +230 207 6000 | F: +230 207 6033 | E: tecd@mra.mu | W: www.mra.mu
