News

Customs and Border Control Service (CBC) will launch its new automated call flow system, which will include a ‘Customer Support Center (CSC)’.  The objective is to enhance trade and facilitate travel, while improving the customer experience.  

The two phased approach will include a change to the main legacy Customs Administration number from ‘949’- 4579 to ‘649’- 4579 which is an automated call flow system, and a dedicated team specifically responsible for answering telephone calls and responding to emails queries.

From November 21, 2020, and going forward - all of CBC’s outstation phone numbers (949-4579, 949-2227, 949-2479, 949-7797, and 949-4019) will be automatically directed to 649-4579. 

November 30, 2020, will see the launch of CBC’s Customer Support Center where calls and emails will be handled by employees who are experienced in dealing with queries relating to imports/exports, visitor/extension, travel/visa, and vessel info/extension queries.

CBC Deputy Director Kevin Walton says, “We are pleased to provide a more complete and robust customer support system to ensure queries or questions from our valued customers are received, managed and answered in a timely manner”.

For quick and easy access to assistance, CBC encourages persons with queries to press 0 (not an operator) and select the number relative to their enquiry. 

Additionally, persons needing assistance with imports or using Customs Online System (COLS) can continue to email CBC at CBCOnlineSupport@gov.ky or for questions or queries relating to Extensions or Visas, persons should email visa.queries@gov.ky.