Update on COLS processing delays (NNF 2017/013)

This week we have been in discussion with the Department of Agriculture and Water Resources (the Department) to discuss the current delays in processing COLS lodgements and requested for the Department to issue an Industry Advice Notice to keep industry informed.

In the absence of an Industry Advice Notice the Department advised us they experienced unusually high volumes in January and now have measures in place which include ongoing overtime during the week and weekend to clear the backlog.  

The Assessment Services Group (ASG) understands your frustration and would appreciate your patience as they work to clear up the backlog.  

We encourage you to lodge your entries in COLS early and within the priority guidelines. Abusing the COLS priority guidelines creates issues for ASG team as they are unable to identify the genuine urgent priority entries, resulting in non-urgent entries being processed first, which is not fair for members waiting on genuine urgent priority clearance.

As referenced in NNF 2016/189 Biosecurity Representation Update we presented a position paper at the DCCC meeting highlighting the key issues that affect members. Some of the recommendations in our position paper include:

• Enhancement to COLS to prioritise entries in ETA order, provide cloning option of past entries and summary of entries submitted for visibility and traceability
• Review COLS processing service standards as within 1 business day for urgent perishable airfreight cargo is not viable, industry preference is within 5 hours from receipt (or earlier)
• Provide dedicated contact number for customs brokers to speak to senior assessment officer to address assessment and directions issues as the national numbers are not efficient for service providers that operate in fast moving and demanding industry

We understand your frustration caused by the current lack of service and increased customer demands. As your industry Association we will continue to work with the Department to get service levels back on track and more importantly work with the Service Delivery Modernisation team to deliver future positive outcomes identified in the CBFCA position paper that will improve the COLS interface and the overall service levels, which is a win/win position for the industry and the Department.

For additional COLS support please call 1800 900 090 and despite your frustration be mindful to display a professional conduct when dealing with Department officers.