Service Delivery

The Service Delivery work group fulfils a number of important and wide-ranging roles within Customs.  

Public enquiries

Service Delivery handles most public enquiries relating to imports, exports and the clearance of goods – including commercial goods and temporary imports.  

Customs controlled areas (CCA)

Service Delivery is responsible for the licensing of Customs controlled areas (CCA). These locations are where goods are held in secure conditions till they have been cleared by Customs for import or export.  

CCAs include areas where excisable products – such as fuel and alcohol – are manufactured or stored pending removal; at which time the excise duties are payable.  

A similarly strong Service Delivery focus is the closely related Secure Exports Scheme.  

Issuing client codes

Service Delivery issues the client codes which importers and exporters need to arrange their relevant clearance documents. It also issues declarant codes which allow approved clients access to Customs’ CusMod electronic entry processing system.  

The craft database on CusMod is maintained by the National Contact Centre which also responds to general correspondence via email, and which itself is part of Service Delivery.


Private importers can pay online using a Visa or MasterCard. You will need your Customs entry number available. A 2.5 percent convenience fee will be charged and collected by the service provider, Westpac. There are also other payment options available


Service Delivery maintains a presence in all district ports around the country, but Auckland has the largest representation. A counter team, the Licensing Team and the National Contact Centre are all located in the Auckland Customhouse. There is another counter team at Auckland International Airport.

The Service Delivery counters are open from Monday to Friday, as follows:

​Auckland – Service Delivery ​08:00 – 16:30
​Auckland – Service Delivery, Mangere ​08:30 – 16:30
​Christchurch ​08:00 – 16:30
​Dunedin ​08:00 – 16:30
Napier ​08:00 – 12:30
​Nelson ​13:00 – 16:30
​New Plymouth ​08:00 – 16:30
​Tauranga ​08:00 – 16:30
​Wellington (Head Office) ​08:00 – 16:30



Service Delivery frontline officers assist importers and exporters with compliance, and similar Customs requirements. But they also regularly undertake other Customs work – outside their usual client services role. 

Five Chief Customs Officers report to Manager, Service Delivery – who, in turn, reports to Group Manager, Border Operations.

Contact Service Delivery:
Phone: 0800 4 CUSTOMS

This description was last updated on: Wednesday, 24 May 2017