Resolved complaints

Showing items 441 to 460 of 917
Complaint number NTB Type
Category 1. Government participation in trade & restrictive practices tolerated by governments
Category 2. Customs and administrative entry procedures
Category 5. Specific limitations
Category 6. Charges on imports
Category 7. Other procedural problems
Category 8. Transport, Clearing and Forwarding
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Date of incident Location
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EAC
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Reporting country or region (additional)
COMESA
EAC
SADC
Status Actions
NTB-000-797 1.14. Lack of coordination between government institutions 2018-01-02 South Africa: The DTI South Africa Resolved
2019-08-22
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Complaint: Distell, a Tape Town based exporting company is experiencing delays and high costs of processing SAD500 entries and SADC certificates for their wine exports to Zimbabwe. The current procedure where the Distell driver cannot take the SAD500 entry and SADC certificate to Customs to have it stamped and signed over the counter is cumbersome and costly for the company. The company has to wait for at least 2 days for either the release notification or the stamped and signed SADC certificates. This leads to the truck waiting at the depot for the documents, which results to either standing time cost at the depot or standing time at the border.
The requirement is as follows: Distell Company loads Bulk orders in Tanktainers and Drums from Monis in Paarl or Adam Tas in Stellenbosch, Cape Town which goes by road to Zimbabwe. Currently export documents can only be done by the Freight forwarder immediately after the Tanktainer or Drums are loaded. Export documentation cannot be processed earlier, as company has to wait for the final weight loaded into the truck. The alternative method to use flow meters and cut off the loading on a specific amount of liters is used because it is does produce accurate measurements.
Actual Current process for Bulk - Tanktainers (Tankerservices transport)
- Truck to be arranged for loading very early on a Tuesday morning @ 07:00am
- Most of the time 2 to 3 truckloads which will load one after the other.
- The following is all also done on the Tuesday:
o The wine is loaded.
o Distell invoices and forward the relevant documentation to Imperial Logistics in Johannesburg.
o Imperial Logistics processes the Customs entry via EDI.
- Once EDI release is received (after at least 2 days), Imperial Logistics sends the Release notification via e-mail.
- Distell advises Tanker Services to collect the relevant documentation and leave for the border.
- Imperial Logistics will have the SADC certificate stamped at the border.
- Tanker services driver to collect the original SADC certificates at the border.
A permanent solution for exporters in Cape Town to provide an over the counter service for our SAD500 & SADC entries is required.
 
Resolution status note: Zimbabwe Focal Point reported that the NTB had been resolved . South Africa was issuing SAD500 on time  
Products: 2204.10: Sparkling wine of fresh grapes  
NTB-000-938 3. Technical barriers to trade (TBT)
B31: Labelling requirements
2020-02-08 South Africa: Beit Bridge Zimbabwe Resolved
2026-01-21
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Complaint: Arenel (Pvt) Ltd was incorporated in the Republic of Zimbabwe in 1961. Arenel is manufacturer, seller and distributor of food and beverages with renowned brands in Biscuits and Sweets both locally, SADC Region and beyond. On Saturday, the 8th of February, 2020, our truck was subjected to inspection by Port Health, South Africa. The inspectorate then detained the truck on the premise that the labeling of our products was not complying to regulation No. R146 of 2010. The truck is still detained.  
Resolution status note: NTB-000-938 concerning consignment detained at Beitbridge border post on the 8th of February 2020 was resolved following consultative meetings facilitated by the SADC Business Council.  
Products: 1905.31: Sweet biscuits  
NTB-000-878 2.8. Lengthy and costly customs clearance procedures 2019-01-29 South Africa: Maseru Bridge Lesotho Resolved
2019-02-01
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Complaint: We are experiencing delays by SARS customs who are taking time to inspect our container that is in transit. The delay is causing difficulties to meet the vessel to carry the shipment as it will be closing on Thursday 31st January at 06:00am and we are running out of time.  
Resolution status note: This NTB was resolved too late and the consignment missed the vessel thereby adding to transport costs. Lesotho reported that:
1. The inspection took long resulting in the consignment missing the vessel in Durban Harbour; trader incurred additional costs by taking the consignment to Cape Town instead of Durban; and
2. the congsinor was charged provisional payments upon the release of the consignment.

Lesotho observed that SARS treatment of Lesotho transit goods compromises prospects of Lesotho's international trade opportunities as the country seeks to expand and diversify both products and markets to contribute to economic growth and poverty reductionNTB Focal Point in South Africa are requested to assist in clarifying the situation on inspection with SARS at Maseru Border Post to expedite the process.
 
NTB-000-891 2.8. Lengthy and costly customs clearance procedures 2019-04-09 South Africa: Cape Town Eswatini Resolved
2020-02-04
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Complaint: SARs stopped containers for inspection and are demanding proof of payment from consignee/buyer to the exporting company (Supplier) for the goods in transit to Eswatini. The affected company, Long Wei Investments are experiencing delays and incurring storage and demurrage charges at the port of discharge in Cape Town. SARS has withheld the consignment for over seven days from 9th April 2019. SARs are asking for different documentation at different times and dates thereby further delaying the inspection process and release of the consignments. The affected products are on Bill of Lading No. COSU6198384160  
Resolution status note: The Focal Point for Eswatini reported that the matter had been resolved.  
NTB-000-895 8.8. Issues related to transit 2019-08-08 South Africa: Durban sea Port Lesotho Resolved
2020-02-25
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Complaint: Container been detention for physical exam for too long now, which will delay our exports. The requested documents were provided long time.  
Resolution status note: On 25 Februaru 2020, Lesotho Focal Point reported that the complaint had confirmed that the container had been released  
NTB-000-894 3. Technical barriers to trade (TBT)
B9: TBT Measures n.e.s.
2019-05-14 South Africa: Maseru Bridge Lesotho Resolved
2019-05-22
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Complaint: SARS inspection process takes too long thereby delaying transit of goods destined for the Port. TZICC Clothing Manufacture, requesting SARS to expedite clearance of their declaration which was done last May 14, 2019. The container has not been cleared as at Wednesday 22 May 2019 our Container has not been release yet. The Export Container is going to United States of America and there is a schedule that the company need to meet specially the vessel Stack Dates in Durban. Case # 313253631 was pending since Wednesday and it took so long for SARS to answer or response on the query. 1st we do the VOC 2nd they ask for the Sales Contract 3rd they ask for the Provisional Payment amounting R28866.87 which was already done paying Friday 17 May 2019, everything was uploaded on Friday but SARS has not responded as on 22 May 2019. TZICC are not in a position to know what is going on as SARS are not answering on the system.

This container will cost a lot if the consignment misses the vessel again in Capetown just because of SARS Customs.
 
Resolution status note: On 22 May 2019, South Africa Focal Point reported that discrepancies that were picked up which resulted in the delay of the declared consignment were rectified. The case has been finalised and released.  
NTB-000-898 2.13. Issues related to Pre-Shipment Inspections 2019-05-30 South Africa: SGS South Africa Mauritius Resolved
2020-01-17
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Complaint: All consignments subject to Pre-Shipment Verification of Conformity (PVoC) must obtain the Certificate of Confirmity (CoC) prior to shipment.

On average, it takes SGS South Africa about 3-5 days to respond to a request made by the exporter for issuing the CoC, and it takes them further 15-20 days to produce the CoC. In the meantime, the Mauritian exporting company has to incur several financial constraints while waiting for the CoC.
 
Resolution status note: On 17 January 2020, Mauritius Focal Point advised that the exporter has negotiated with SGS South Africa to reduce the number of days taken to obtain the Certificate of Conformity (CoC). SGS South Africa is taking a maximum of 12 days to process the CoC instead of 25 days.
The exporter has advised that they are now satisfied with the processing time.
 
NTB-000-962 5.4. Quotas 2020-04-07 South Africa: International Trade Administration Commission of South Africa (ITAC) South African Revenue Services (SARS) Resolved
2020-11-26
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Complaint: Export permits were identified by participants as a major issue in South Africa but not an issue outside South Africa. To apply for an export permit, a company engaging in international trade concurrently applies for the export permit approval from the International Trade Administration Commission of South Africa (ITAC), Department of Trade, Industry and Competition (DTIC) and the National Department of Health (NDOH). Once approved by DTIC and NDOH, ITAC provides the exporter with a permit. Once the permit is issued by ITAC, the exporter will send the permit approval to South African Revenue Services (SARS) to issue a customs clearance for export to take place. However, one could have an ITAC permit and not have a SARS customs clearance. Without the SARS clearance, medicines will not be exported.

The issue of export permits is discussed in detail below:

1. Due to the COVID-19, South Africa restricted the export of pharmaceutical products to meet domestic demand. While the objective to meet domestic demand is noble, the challenge is that some medicines limited to export permits are unrelated to COVID-19.
2. Also, application forms keep changing even after engagements with stakeholders with the export products restricted under a single HS code.
3. Another challenge is that essential medicines that are exempt from export permits are subject to export permits. This violates SADC regional guidelines for harmonising and facilitating movement of critical goods and services across the region during the COVID-19
4. Products that are readily available locally are also subjected to export permits (the exception being countries in the Southern Africa Customs Union-SACU). This in turn restricts movement of lifesaving medicines to needy markets and affects company profitability.
5. Participants also highlighted frustration with the slow approval of permits (although it is improving) in South Africa by the International Trade Administration Committee (ITAC), South Africa’s Department of Trade and Industry which is received in a fragmented fashion, resulting in delays, thereby putting products at risk.
6. The above challenges on export permits in South Africa were confirmed by a participant from Mauritius. According to the participant, his company has been unable to order new stock from South Africa since March 2020. Their stock has been depleted due to delays in issuance of export permits by ITAC.
7. Lastly, participants also expressed their frustration with the slow processes by the SARS in processing customs clearance of export permits and noting that the requirements are changing on a regular basis without proper notice.
 
Resolution status note: Following a series of meetings organised by the SADC Business Council and subsequent follow-ups with the Department of Trade Industry and Competition (DTIC) in South Africa, the DTIC on 26 November 2020 amended the COVID-19 export control regulation issued in February 2020 which removed, with immediate effect, the restrictions on export of essential
medicines for SADC countries.
 
NTB-000-985 1.8. Import bans 2020-10-12 South Africa: Grobler's Bridge Zambia Resolved
2026-02-19
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Complaint: Certified organic honey that is American Foulbrood Disease (AFB)free, complete with Certificate of Analysis from accredited lab Intertek in Germany (accredited by the German National Accreditation body DAkkS - national accreditation body for the Federal Republic of Germany) they are also ISO/IEC 17025 certified and they do engage in proficiency testing) has been banned from entering SA unless irradiated.
2015 bilateral agreement allowed Zambian honey into SA without irradiating due to there being no AFB in Zambia.
SA claims that their ARC lab has tested samples from Forest Fruits and others and found them to be positive for AFB. The ARC lab has always produced inconsistent results and they cannot replicate the results. Sometimes positive and after a retest it is negative. ARC lab is not even SANAS accredited, has no ISO certification and does not engage in proficiency testing for AFB tests. On 23 October 2020 at a round table meeting of SA honey importers and various DAFF departments - meeting called by DAFF NPPO, it was clearly stated and admitted that ARC has performance "gaps".
DAFF scientists have to make decisions based on faulty science and results. The Intertek results consistently come back as negative for AFB disease. The result is in Non Compliance notices being sent to Zambia for samples that get retested and are negative!
As recent as last year, Zambia Veterinary Services did a national survey and found no AFB disease in Zambia.
SA DAFF NPPO is creating haphazard barriers to Zambian honey.
All Zambian exports are now affected.
Since 2015 a considerable amount of business with South African companies has developed in Zambia exporting honey to them. This ban affects the livelihoods of over 140,000 subsistence villagers.
 
Resolution status note: Zambia reported that the complaint had been resolved. Please refer to the progress report provided above on 10th December 2025.  
NTB-001-014 1.6. Domestic assistance programmes for companies
Policy/Regulatory
2021-03-17 South Africa: Rhodes Quality, Cape Town Botswana Resolved
2026-04-15
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Complaint: We are a freight logistics company based in Gaborone, Botswana(100% citizen). During registration on supplies portals in South Africa they require us (Foreign freight logistics companies without branches in South Africa ) to be BBBEE compliant despite we providing them with all company documents verifying that we are foreign based with Head Offices out of South Africa borders. Because of the nature of our business which compels us to conduct cross border transportation, South African supplies would immediately inform us we can't do business with them on the basis of non - compliant on BBBEE requirements. Arrangement in place promotes South African transporters to do cross border and prohibits foreign transporters to haul commodities back to country of operation. Please note we are not issued with any documents as a dispensation on our Head offices out of South African borders.

Kindly assist in the best possible way.
 
Resolution status note: The SADC Regional workshop on NTBs heled on 14-15 April 2026 agreed that the requirement by South Africa for foreign companies to comply by the national investment codes is not a NTB therefore this matter is resolved  
NTB-001-041 3. Technical barriers to trade (TBT)
B6: Product identity requirement
2021-11-04 South Africa: Beit Bridge Zimbabwe Resolved
2021-11-22
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Complaint: South Africa Port Health officials demanding an extended description on one of our products. The product is a sweet type described as Apricots on both packaging and invoice but the officials want us to have the packaging written Apricots sweets. We have been exporting the sweet to South Africa for more than 5 years.  
Resolution status note: The company had been allowed to export its consignment to South Africa after removing prohibited products. The NTB was resolved are following required procedures  
Products: 2008.50: Apricots, prepared or preserved, whether or not containing added sugar or other sweetening matter or spirit (excl. preserved with sugar but not laid in syrup, jams, fruit jellies, marmalades, fruit purée and pastes, obtained by cooking)  
NTB-001-028 2.3. Issues related to the rules of origin 2021-09-07 South Africa: SARS Mauritius Resolved
2026-02-12
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Complaint: On 6 September 2021, the SADC Business Council convened an online Non Tariff Barrier Workshop with the private sector in Mauritius. In the meeting, participants indicated challenges in the application for SADC for export to South Africa. Mauritian exporters need to make a fresh application to customs each and every time they export to South Africa even if the manufacturing process remains the same and same materials are used. They need to resubmit all documents (raw material import documents, BOE, Stock movement statement etc) at each shipment. This is time consuming and complicates export procedures. It also put exporters at risk if they don’t get the certificate or it is delayed and the goods have already been produced.

Mauritian exporters request the region's policy makers to develop a longer certificate of origin that can be used repeatedly for similar shipments. And may be a yearly review/assessment by Customs for renewal
 
Resolution status note: The update received from the SA Focal Point indicated that SARS require regular Traders to apply for an Origin Determination that is available under Section 49(8) of the Customs and Excise Act No. 91 of 1964 as amended. This is a best practice that can be included in the Proposed Amendments to Annexe I, which has been long in the making. Therefore, this matter can be considered s resolved.  
NTB-001-029 2.3. Issues related to the rules of origin 2021-09-07 South Africa: South Africa Revenue Services ( SARS) Mauritius Resolved
2026-02-12
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Complaint: On 6 September 2021, the SADC Business Council convened an online Non Tariff Barrier Workshop with the private sector in Mauritius. In the meeting, participants indicated challenges in the application for SADC for export to South Africa. Mauritian exporters need to make a fresh application to customs each and every time they export to South Africa even if the manufacturing process remains the same and same materials are used. They need to resubmit all documents (raw material import documents, BOE, Stock movement statement etc) at each shipment. This is time consuming and complicates export procedures. It also put exporters at risk if they don’t get the certificate or it is delayed and the goods have already been produced.

Mauritian exporters request the region's policy makers to develop a longer certificate of origin that can be used repeatedly for similar shipments. And may be a yearly review/assessment by Customs for renewal
 
Resolution status note: The update received from the SA Focal Point indicated that SARS require regular Traders to apply for an Origin Determination that is available under Section 49(8) of the Customs and Excise Act No. 91 of 1964 as amended. This is a best practice that can be included in the Proposed Amendments to Annexe I, which has been long in the making. Therefore, this matter can be considered s resolved.  
NTB-001-030 2.3. Issues related to the rules of origin 2021-08-17 South Africa: SARS Customs Mauritius Resolved
2026-02-12
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Complaint: On 6 September 2021, the SADC Business Council (SADC BC) convened an online Non Tariff Barrier Workshop with the private sector in Mauritius. In the meeting, participants indicated challenges with variances in alignment of HS codes between Mauritius and South Africa(RSA).

1. …For exports from Mauritius to RSA, where a SADC is applicable, an exporter can insert 10 HS CODES on one SADC certificate. This is because the SADC certificate has now become electronic while before it was manual.
2. When it was manual, if someone had a nice handwriting, the person could insert more than 10 HS CODES as long as it legible.
3. When importing from RSA, Mauritian importers receive SADC certificates with 1 HS CODE only. Meaning RSA issues SADC certificates with ONE Line HS code only.
4. Thus if a Mauritian exporter is sending 10 different items to RSA and SADC is applicable, only one SADC certificate will be issued by Mauritian Revenue Authourity CUSTOMS.
5. On the other hand, if a SOUTH AFRICAN exporter sends only 3 different items to Mauritius, and of course SADC is applicable, SARS will issue THREE sadc certificates.
6. IMPORTANT TO NOTE THAT: SADC certificates are payable at both ends. Meaning a local broker will charge an exporter when issuing a SADC certificate and SARS will charge a SOUTH AFRICAN exporter when issuing on their side.

If a Mauritian exporter has 18 ITEMS to be exported out of Mauritius and a SADC certificate is applicable, he/she will have to have TWO SADC certificates only WHILE on the other hand, if a Mauritian imports 18 ITEMS from RSA, he/she will have 18 SADC certificates with each certificate obtained at a cost which represents a huge amount for the one who pays for these certificates.
 
Resolution status note: The update received from the SA Focal Point indicated that SARS require regular Traders to apply for an Origin Determination that is available under Section 49 (8) of the Customs and Excise Act No. 91 of 1964 as amended. This is a best practice that can be included in the Proposed Amendments to Annexe I, which has been long in the making. Therefore, this matter can be considered s resolved.  
NTB-001-059 7.10. Other 2017-03-07 South Africa: Botswana Resolved
2026-02-12
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Complaint: A Botswana based company, MOTOVAC reporting challenges is struggling to get payment of its Value Added Tax (VAT) import refunds from the South African Revenue Services (SARS) in time. It is reported, VAT refunds are not processed by SARS. The outstanding payments date back as far as 2017 with the company owed BWP 3,528,278.07 in VAT refunds by SARS.

 
Resolution status note: The Secretariat organised consultative meetings among the relevant stakeholders, which concluded that the Motovac issue had been resolved. However, it was established that the issue affected more Botswana exporters, hence the need for further consultations with South Africa to address policy challenges affecting the effective payment of VAT refunds.  
NTB-001-062 3. Technical barriers to trade (TBT)
B31: Labelling requirements
2022-03-22 South Africa: Beit Bridge Zimbabwe Resolved
2022-06-13
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Complaint: Our Company is experiencing discretional acceptance of labelling of Arenel sweets by Port Health South Africa. We export jelly sweets among other products to the Republic of South Africa and our packaging has a sticker written “Jelly Babies” and does not state the word “Sweets”. The majority of sweets sold in the importing country (RSA) have similar packaging. On the 22nd of March 2022 our truck was stopped by Port Health South Africa at Beitbridge Border Post and the officials demanded that our truck return to Zimbabwe with the full load because the product labelling does not conform to the importing country`s labelling requirements. It seems there is no uniformity in the Port Health officials at Beit Bridge Border Posts are accepting labelling requirements for sweets entering RSA.  
Resolution status note: The SA Port Health Authority committed issued Arenel with a six months exemption ( 13 June - 13 December 2022) to continue with their exports to South Africa of apricots and jelly sweets.  
NTB-001-117 2.10. Inadequate or unreasonable customs procedures and charges 2023-05-02 South Africa: Maseru Bridge Lesotho Resolved
2024-05-31
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Complaint: We have done trade with Eswatini for 33 years and tried to be fully compliant with SARS, but they keep changing the rules and moving the goal posts. We have paid R709,000-00 in provisional VAT taxes that have not been returned to my Company via our clearing agent, Kayhil Freight. Kayhil Freight says that SARS is not processing the acquittal documents and paying them. I do not know who is telling the truth, but we remain short on cash flow by R709,000-00 despite submitting each acquittal on time and without fault. SARS officials are now insisting on Removal in Bond licenses for us to use our own vehicles to deliver to customers in Eswatini, and as such we are not allowed to cross the border. We have been charged Penalties, despite trying to follow the rules imposed by SARS. Please help us we are desperate.  
Resolution status note: Lesotho Focal Point reported that the NTB had been resolved successfully  
Products: 3003.90: Medicaments consisting of two or more constituents mixed together for therapeutic or prophylactic uses, not in measured doses or put up for retail sale (excl. antibiotics containing hormones or steroids used as hormones, but not containing antibiotics, al  
NTB-001-144 2.13. Issues related to Pre-Shipment Inspections 2023-11-10 South Africa: Durban sea Port Lesotho Resolved
2024-05-31
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Complaint: The Release Documents is 7 days prior to vessel arrival because of cargo dues and upon receiving Arrival Notice. The EDI document was sent for release on the 9th of November 2023 the query came in on the 10th of November 2023, and normally it would be released in less than 6 hours but up to date it hasn't been released. We need the import urgently to be released in order to avoid any delays with our Export Orders.  
Resolution status note: Lesotho Focal Point reported that the NTB had been resolved successfully  
Products: 6006.32: Dyed fabrics, knitted or crocheted, of synthetic fibres, of a width of > 30 cm (excl. warp knit fabrics "incl. those made on galloon knitting machines", those containing by weight >= 5% of elastomeric yarn or rubber thread, and pile fabrics, incl. "long and 6006.34: Printed fabrics, knitted or crocheted, of synthetic fibres, of a width of > 30 cm (excl. warp knit fabrics "incl. those made on galloon knitting machines", those containing by weight >= 5% of elastomeric yarn or rubber thread, and pile fabrics, incl. "lo  
NTB-001-148 1.9. Determination of eligibility of an exporting country by the importing country 2023-11-23 South Africa: Durban sea Port Lesotho Resolved
2024-05-31
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Complaint: Pls kindly see below containers that are to be stopped by SARS.
1. MSKU0755208(Case No.: 480816390), vessel will berth on 27/11
2. MRKU3124436(Case No.: 480819630), vessel will berth on 27/11
3. NYKU4442550(Case No.: 480020360), vessel will berth on 3/12
4. BSIU9818016 (Case No.: 480069900),vessel will berth on 3/12

As you know all vessels delayed so long more than 1 month. Our productions are waiting for the materials. We urgently need all the materials for the garments of export. Pls urgently help to release all these containers.
Highly appreciated
 
Resolution status note: Lesotho Focal Point reported that the NTB had been resolved successfully  
Products: 6003.30: Knitted or crocheted fabrics of synthetic fibres, of a width of <= 30 cm (excl. those containing by weight >= 5% of elastomeric yarn or rubber thread, and pile fabrics, incl. "long pile", looped pile fabrics, labels, badges and similar articles, knitted  
NTB-001-149 1.9. Determination of eligibility of an exporting country by the importing country 2023-11-24 South Africa: Durban sea Port Lesotho Resolved
2024-04-04
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Complaint: Pls see below container No. which is to be stopped by Sars.
RSU6006851 Case No.: 480928296 Vessel will berth on 27/11

As you know all vessels in Durban delayed so long more than one month. There are Fabric and Accessaries in this container. We urgently need the Fabric and Accessaries from our import containers for export. Pls kindly urgently help to release the container.
Highly appreciated
 
Resolution status note: Good day,

This issue is resolved. Kindly mark it as resolved.

Kind Regards,
Rendani
 
Products: 6003.30: Knitted or crocheted fabrics of synthetic fibres, of a width of <= 30 cm (excl. those containing by weight >= 5% of elastomeric yarn or rubber thread, and pile fabrics, incl. "long pile", looped pile fabrics, labels, badges and similar articles, knitted  
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