E-mail Processing Procedures for the Customs Administration of the Ministry of Finance (EXCERPT)

1. In order to strengthen public service and effectively deal with people's suggestions, complaints or appeals by electronic mail, these processing procedures are specially formulated.。
2. The electronic letters referred to in these processing procedures are divided into the following three categories:
   1. Letters from the Presidential Public Opinion Box or the Executive Yuan's Electronic Mailbox
   2. 2) Emails to the Minister's Office.
   3. 3). Emails to the Director's Office.
3. Email is received by the reception staff of the Secretarial Department of the Customs Administration, Ministry of Finance (hereinafter referred to as the CA) at 9 a.m., 2 p.m. and 4 p.m. every working day. After receiving e-mail, the e-mail is transferred to the official document management system and registered, and the contents of the letter are distributed to the relevant units or field Customs of the CA for handling. The e-mail is managed by the CA or the handling unit of the field Customs.
4. The deadline for processing e-mail is as follows:
   1. The public mailbox of the Presidential Office or the e-mail of the President of the Executive Yuan
      1. Cases handled by the CA or field Customs: The response must be completed within three working days from the day after the Ministry of Finance transfers it to the CA.
      2. If the case involves more than two agencies: The agency that has the most operations described in the letter or the first item of operations is the agency-in-charge. The agency-in-charge should respond within three working days; other agencies involved should respond to the agency-in-charge within two working days. 
   2. Emails to the Minister's Office
      1. Cases handled by the CA or field Customs: The response must be completed within six working days from the day after the Ministry of Finance transfers it to the CA.
      2. If the case involves more than two agencies: The agency with the most operations described in the letter or the first item of operations is the agency-in-charge. The agency-in-charge should respond within six working days; other agencies involved should respond to the agency-in-charge within three working days. 
      3. Emails to the Director's Office
         The CA shall respond within six working days from the day after receiving the letter.
5. All e-mails should be processed as soon as possible. If the case is indeed complicated or other relevant agencies or units must be consulted, those who are unable to process the response as scheduled should consider the required processing time before the deadline and state the reasons for applying for an extension.
6. If the public feedback is a petition case, it should be handled in accordance with the "Directions for the Executive Yuan and its affiliated institutions handling the petition case", and the identity information of petitioners shall be kept confidential.