Contact us
There are a number of ways you can contact us depending on what your query is about.
For general Customs enquiries:
- 0800 428 786 - toll free number for NZ-based callers
- 1800 301 861 - toll free number for Australia-based callers
- +64 9 886 4651 - for international callers
- Complete the Enquiry Form below.
The National Contact Centre is open Monday to Friday 8am to 5pm (excluding public holidays).
Contractors without organisational clearance and visitors should not visit Customs site if they are feeling unwell or have COVID-19 symptoms. Visitors must also comply with hygiene and other protective practices that Customs has in place at the time of the visit. Visitors are not currently required to verify vaccination status.
To find out where your parcel is, you need to contact NZ Post, the courier, fast freight or shipping company. Customs does not store or track goods, and we cannot trace your parcel.
If Customs has your parcel, your shipping company will have a Customs AR number for it. You can ask the shipping company for this number.
- If you have a Customs AR number, complete the Enquiry Form below.
- If you do not have a Customs AR number, you must contact your shipping company for this number before contacting us.
- Customs cannot track or trace your parcel without a Customs AR number.
If you have a question about the New Zealand Traveller Declaration, contact the NZTD Contact Centre, open 24 hours a day, 7 days week:
- +64 4 931 5799 – for international callers (please note that charges may apply from your service provider)
- 0800 359 269 – toll free number for NZ-based callers
- 1800 359 269 – toll free number for Australia-based callers
You can:
- File a complaint in writing and send to the postal address listed on this page.
- Email your complaint to feedback@customs.govt.nz.
- Speak to someone at the National Contact Centre on 0800 428 786.
More information is available at make a complaint.
For example, online shopping, gifts, anything that is being sent to you from overseas.
Follow the instructions on the Receive items from overseas page to complete the Customs process. You can instead contact a Customs broker to manage this process on your behalf.
Call the National Contact Centre on 0800 428 786 for assistance.
Bringing items into New Zealand for sale, or for your business.
You'll need to contact a Customs broker to manage the process for you. Read general information about bringing items into NZ for commercial reasons.
Call the National Contact Centre on 0800 428 786 for assistance.
Call our 24 hour confidential hotline: 0800 937 768
More information is available at Border Protect.
Ministry for Primary Industries (MPI) handles enquiries relating to food, animals or plants.
Email MPI at info@mpi.govt.nz
- Email: integrity@customs.govt.nz
- Phone: Customs Integrity Line: 0800 835 269
- More information is available at reporting alleged integrity breaches
Check the request travel movements page for information on how to make a request for yourself or on behalf of another person.
Information on how to make an OIA request is available at Official Information Act requests
Service request form
Use this form to make general Customs enquiries or submit a request with supporting documentation.
Make sure your request includes all required information, forms, and supporting documents.
The official requirements for your request are set out in the relevant Customs Rules and associated prescribed forms, which are available on the Customs website (link below). Any information or documents described in this webform are only a guide to assist you with submitting your request and don’t change the official requirements.
You must make sure your information is sent securely, especially on shared or public internet connections.
For more details, check the following:
- Customs Rules and prescribed forms
- New Zealand Customs Service website Terms of use
Customs contact information
Phone
Calling from New Zealand
0800 428 786
Calling from Australia
1 800 301 861
Calling from overseas
+64 9 886 4651
Addresses
Postal address
New Zealand Customs Service
PO Box 2218
Wellington 6140
Physical address
The Customhouse
1 Hinemoa Street
Harbour Quays
Wellington 6011
New Zealand Relay Services
Customs locations
Customs has a presence at locations throughout New Zealand, covering the main air and sea ports.
Airport
- Auckland International Airport
- Christchurch International Airport
- Dunedin International Airport
- All times are expressed in 24 hour format
- For the avoidance of doubt, a day may have working hours determined as ‘Nil’ but the period of 2300 to midnight on that day may form part of the determination of the working hours for the following day.
- Queenstown Airport
- All times are expressed in 24 hour format
- For the avoidance of doubt, a day may have working hours determined as ‘Nil’ but the period of 2300 to midnight on that day may form part of the determination of the working hours for the following day.
Auckland International Airport
The current international flight schedule at Auckland airport requires Customs to have staff on site 24 hours a day, seven days a week.
Address
Customs Terminal Office
Mezzanine Floor
International Terminal
Auckland International Airport
Mangere
Telephone
0800 428 786
Christchurch International Airport
The current international flight schedule at Christchurch Airport requires
Customs to have staff on site 22 hours a day, seven days a week.
Address
30 Durey Road
Christchurch Airport
Christchurch 8053
Telephone
Dunedin International Airport
Operating hours
From 24 June 2025 until further notice: Tuesday / Thursday / Saturday, 1200 to 1700
Notes:
Telephone
+64 9 927 8009 (ITOC - After Hours)
Queenstown Airport
Operating hours
From 30/10/2022 - 25/03/2023: 1000 - 2200
Notes:
This determination is effective from 30 October 2022 to 25 March 2023, unless earlier revoked or amended.
Address
C/- Airport Help
Queenstown Airport Corporation
Level 1, Terminal Building
Sir Henry Wigley Drive
Queenstown
Telephone
+64 9 927 8009 (ITOC - After hours)
Customs Office
- The Customhouse Wellington
- AECOM House Auckland
- The Customhouse Christchurch
- The Customhouse Dunedin
- dunedin@customs.govt.nz (enquiries)
- dunedinmarine@customs.govt.nz (shipping)
- excise-licensing-national@customs.govt.nz (excise and alcohol permit enquiries)
- Air Cargo Inspection Facility
The Customhouse Wellington
Address
PO Box 2218
Wellington 6011
Telephone
licensing-wlg@customs.govt.nz - Customs-controlled Area (CCA) licence applications/enquiries
AECOM House Auckland
To make an appointment to meet with a Service Delivery Officer, please call: 0800 428 786.
Address
PO Box 29
Auckland 1140
The Customhouse Christchurch
To make an appointment to meet with a Service Delivery Officer, please call the National Contact Centre on 0800 428 786.
Address
PO Box 14086
Christchurch Airport
Christchurch 8544
The Customhouse Dunedin
Address
Private Bag 1928
Dunedin 9054
Telephone
0800 428 786 (National Contact Centre)
Air Cargo Inspection Facility
If you need to book an appointment for a Carnet or a Permit, you can use our online booking form.
Telephone
+64 9 927 8216 (To make an appointment with a Service Delivery Officer)
Port
- Auckland
- Christchurch
- Invercargill
- Napier
- New Plymouth
- Opua
- Tauranga
- Timaru
- Wellington
- Whangarei
Auckland
If you need to book an appointment for a Carnet or a Permit, you can use our online booking form.
Telephone
+64 29 296 1375 (Mobile)
Christchurch
Note: this office does not have a public counter, but the office is staffed seven days per week.
Lyttelton Maritime
On-Call Shipping Number
029 233 5770
christchurchshipping@customs.govt.nz
Address
Harbourside House
5 Norwich Quay
Lyttelton, Christchurch 8082
Invercargill
Note: This office also services Bluff. There is no public counter at Invercargill.
Telephone
Napier
If you need to book an appointment for a Carnet or a Permit, you can use our online booking form.
Address
PO Box 440
Napier
Telephone
General/Inspections/Shipping enquiries – napier.planners@customs.govt.nz
Excise/Licensing enquiries – napierexcise@customs.govt.nz
+64 6 974 1350 (Office hours)
+64 29 295 9671 (After hours)
New Plymouth
If you need to book an appointment for a Carnet or a Permit, you can use our online booking form.
PO Box 136
New Plymouth
Telephone
Tauranga
If you need to book an appointment for a Carnet or a Permit, you can use our online booking form.
Telephone
+64 29 277 0635 (After hours)
Timaru
Note: The Timaru office does not have a public counter. Please contact us for an appointment.
Telephone
