Contact cargo support

Cargo support centre business hours

The cargo support centre is in New South Wales (NSW). The standard business hours for cargo suport centre are:

  • Monday to Friday – 7 am to 7 pm
  • Saturday and Sunday – 9 am to 5 pm

Cargo status

The most common question asked by industry is 'What is the status of my cargo?'  

The guides below will assist you in understanding the status of your cargo within the Integrated Cargo System (ICS).

Contact us

Email

Email is the primary method to contact us. Send us an email at cargosupport@border.gov.au.

Ensure that you include the following information in your email.

  • Australian Business Number (ABN) or Customs Client ID (CCID)
  • your name, telephone number, email address and your role in the organisation
  • the details of your enquiry, for example, your container number, airway bill number, import declaration number or export declaration number
  • wherever possible, you should be logged into the Customs interactive.

Telephone

1300 558 099

If you need to telephone the Cargo support centre, you will need to advise us of :

  • Australian Business Number (ABN) or Customs Client ID (CCID)
  • your name, telephone number, email address and your role in the organisation
  • the details of your enquiry, for example, your container number, airway bill number, import declaration number or export declaration number
  • wherever possible, you should be logged into the Customs interactive.

Providing additional information

You might be asked to provide additional information, depending on the complexity of the problem.

For enquiries that cannot be immediately resolved, you might be required to provide a screen shot (also known as a screen dump) to assist our officers analysing your problem.

​More information on how to email a screenshot (346KB PDF) is available.

If your call cannot be completed in the first contact, you will be provided with a reference number either in the form of an RQ number or a CID number.

Ask for this reference number if it is not automatically provided by the officer, and refer to these numbers for any further contact relating to your enquiry.

However, if you need to speak to someone regarding your query, ensure that you have the relevant information at hand.

This might include your organisation's ABN, voyage, vessel or flight number, declaration number or digital certificate details.

Digital certificate enquiries

If you have an enquiry that relates specifically to digital certificates, you will need to ensure that your queries are managed by the CI & SC in an efficient and timely manner.  

We have developed a Digital Certificate Enquiry form, which should be completed if you have questions that relate directly to your digital certificate/s.

You must also include screenshots relevant to your question.

Guides outlining which screenshots to provide, and how to create these screenshots are available below.

Providing the correct information to us will result in a timely response.

Urgent cargo clearance

To request an urgent cargo clearance, the cargo must meet one of the following criteria:

  • perishable goods will be damaged if subjected to delay
  • cargo requires immediate delivery (for example: urgent medical supplies, hazardous materials and livestock)
  • cargo might miss its carrier (export flights/vessels, truck booking system).

If your cargo meets one of the above criteria, telephone 02 6275 6100.

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