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Customs Clearing & Forwarding Coordination Service (Medical Devices) in Ghana
Engineering Excellence & Technical Support
Customs Clearing & Forwarding Coordination Service (Medical Devices) High-standard technical execution following OEM protocols and local regulatory frameworks.
Streamlined Medical Device Importation
Expertly navigate Ghana's regulatory landscape for medical devices, ensuring swift customs clearance. Our specialized knowledge of requirements from the Food and Drugs Authority (FDA) and other relevant bodies minimizes delays and ensures compliance.
Temperature-Controlled Cargo Management
Maintain the integrity of temperature-sensitive medical devices throughout transit. We coordinate specialized handling and warehousing to guarantee that your products meet strict temperature and humidity control requirements from origin to destination in Ghana.
Proactive Compliance & Documentation
Mitigate risks with our meticulous attention to detail in all documentation. We ensure all import permits, licenses, certificates of analysis, and labeling requirements are flawlessly prepared and submitted for seamless customs processing in Ghana.
What Is Customs Clearing & Forwarding Coordination Service (Medical Devices) In Ghana?
Customs Clearing and Forwarding Coordination Service (Medical Devices) in Ghana refers to the specialized logistical and regulatory management required to facilitate the import and export of medical devices through Ghanaian customs borders. This service encompasses a comprehensive suite of activities designed to ensure compliance with all relevant national and international regulations, efficient customs processing, and secure transit of medical devices from point of origin to their final destination within Ghana, or vice versa. The 'coordination' aspect highlights the intricate interplay between various stakeholders, including manufacturers, suppliers, freight forwarders, shipping lines, airlines, customs authorities, the Ghana Food and Drugs Authority (FDA), and the consignee.
| Who Needs This Service | Typical Use Cases | ||||||
|---|---|---|---|---|---|---|---|
| Medical Device Manufacturers: Seeking to introduce their products into the Ghanaian market or to re-export finished goods. | Medical Device Importers/Distributors: Companies legally authorized to import and distribute medical devices within Ghana. | Hospitals and Healthcare Facilities: Public and private institutions procuring medical equipment and supplies from international sources. | Non-Governmental Organizations (NGOs) and Humanitarian Aid Agencies: Importing medical devices for healthcare programs and disaster relief efforts. | Research Institutions and Laboratories: Acquiring specialized diagnostic or research equipment. | Government Procurement Agencies: Importing medical devices for national health initiatives. | International Freight Forwarders (without local presence): Requiring a reliable partner for customs clearance and local logistics in Ghana. | Exporting Companies: Shipping medical devices from Ghana to international markets. |
| Importation of New Medical Equipment: Such as MRI machines, CT scanners, surgical instruments, diagnostic kits, and laboratory apparatus. | Importation of Consumables and Disposables: Including syringes, catheters, gloves, bandages, and sterile dressings. | Exportation of Locally Manufactured Medical Devices: For international distribution. | Importation of Medical Devices for Clinical Trials or Research: Requiring specific import permits and adherence to research protocols. | Donation or Aid Shipments of Medical Supplies: Necessitating efficient customs processing and regulatory adherence. | Return of Defective or Damaged Medical Devices: For repair or replacement. | Importation of Spare Parts for Medical Equipment: To ensure operational continuity. |
Key Components of Customs Clearing & Forwarding Coordination Service (Medical Devices)
- Regulatory Compliance Management: Ensuring all medical devices meet Ghana FDA registration, pre-approval, and import/export permit requirements. This includes managing documentation for classification, labeling, and efficacy.
- Customs Declaration and Documentation: Preparing and submitting accurate customs declarations (e.g., Bill of Entry/Exit) and all supporting documents (e.g., Commercial Invoice, Packing List, Certificate of Origin, Bills of Lading/Air Waybills, FDA permits).
- Tariff Classification and Duty/Tax Calculation: Correctly classifying medical devices under the Harmonized System (HS) codes to determine applicable customs duties, Value Added Tax (VAT), and other statutory levies.
- Inspection Facilitation: Coordinating with customs officials and the FDA for pre-shipment and post-arrival inspections of medical devices to verify compliance with specifications and regulatory standards.
- Port/Airport Operations Management: Overseeing the physical handling, warehousing, and movement of medical devices within port or airport terminals, ensuring proper storage conditions (e.g., temperature control for sensitive devices).
- Freight Forwarding Coordination: Liaising with international and local freight forwarders to manage the multimodal transportation of medical devices, optimizing transit times and costs.
- Permit and License Acquisition: Procuring necessary import licenses, export permits, and other authorizations from relevant governmental agencies.
- Risk Management and Mitigation: Identifying and mitigating potential risks associated with the transit of medical devices, such as damage, loss, or regulatory non-compliance.
- Customs Clearance Execution: Expediting the process of obtaining customs release orders upon successful completion of all regulatory and financial obligations.
- Local Distribution and Delivery: Arranging for the onward transportation and final delivery of cleared medical devices to the consignee's premises.
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) In Ghana?
Navigating the complex landscape of medical device importation and exportation in Ghana requires specialized expertise. Customs clearing and forwarding (CCF) coordination services play a crucial role in ensuring that medical devices reach their intended destinations efficiently, legally, and in compliance with all regulatory requirements. These services are indispensable for a range of entities involved in the medical device supply chain within Ghana.
| Target Customer Type | Key Departments Involved | Reasons for Needing CCF Services |
|---|---|---|
| Medical Device Manufacturers (Foreign & Local) | Logistics/Supply Chain, International Sales, Regulatory Affairs | Ensure smooth entry/exit of products, compliance with Ghanaian import/export regulations, manage documentation for customs clearance. |
| Medical Device Importers & Distributors | Procurement, Logistics, Sales, Regulatory Compliance | Expedite clearance of shipments, manage duties and taxes, ensure timely delivery to end-users, maintain inventory flow. |
| Hospitals & Healthcare Facilities | Procurement, Biomedical Engineering, Administration | Directly import specialized equipment, ensure compliance with healthcare regulations, manage logistics for critical medical supplies. |
| Government Health Agencies (e.g., Ministry of Health, Ghana Health Service) | Procurement, Logistics, Planning, Public Health Programs | Facilitate bulk imports of essential medical equipment and supplies, ensure cost-effectiveness, meet national health objectives. |
| NGOs & International Aid Organizations | Program Management, Logistics, Procurement | Import medical aid and equipment for humanitarian purposes, navigate specific customs exemptions, ensure efficient distribution in challenging environments. |
| Research Institutions & Laboratories | Research & Development, Procurement, Operations | Import sensitive scientific equipment and reagents, ensure proper handling and clearance for research purposes. |
| Third-Party Logistics Providers (3PLs) | Operations, Customer Service, International Freight | Offer comprehensive logistics solutions to their clients, including specialized customs clearance for medical devices, when lacking in-house expertise. |
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) in Ghana?
- Manufacturers seeking to introduce their medical devices into the Ghanaian market.
- Distributors and importers responsible for supplying medical devices to healthcare facilities.
- Hospitals, clinics, and diagnostic centers directly importing specialized medical equipment.
- Government health agencies involved in procuring medical supplies and equipment.
- Non-governmental organizations (NGOs) and international aid organizations providing medical assistance and equipment.
- Research institutions and laboratories requiring specialized diagnostic and research tools.
- Companies involved in the export of Ghanaian-manufactured medical supplies or components.
- Third-party logistics providers who may not have in-house expertise in medical device customs.
Customs Clearing & Forwarding Coordination Service (Medical Devices) Process In Ghana
This document outlines the comprehensive workflow for the Customs Clearing and Forwarding Coordination Service for Medical Devices in Ghana, from the initial inquiry to the final execution of services. It details the steps involved, key stakeholders, and critical considerations to ensure efficient and compliant handling of medical device imports.
| Stage | Description | Key Activities | Documentation Required (Examples) | Key Considerations/Notes |
|---|---|---|---|---|
| The client expresses interest in the customs clearing and forwarding services for their medical device shipment. | Receive client inquiry, understand shipment details (nature of goods, origin, destination, quantity, value, mode of transport), identify specific medical device type and its regulatory classification. | Inquiry email/form, Proforma Invoice, Packing List, Bill of Lading/Air Waybill (if available). | Early engagement is crucial for assessing complexity, potential regulatory hurdles, and providing accurate quotes. Understand the exact product specifications and intended use. |
| The CCFA provides a detailed quote and establishes service terms with the client. | Assess all associated costs (duties, taxes, port charges, handling fees, FDA inspection fees, CCFA service fees), prepare and submit a comprehensive quotation, negotiate terms, and finalize service agreement. | Quotation document, Service Agreement. | Ensure quotation is transparent and covers all foreseeable costs. Clearly define responsibilities and liabilities in the service agreement. |
| Preparing all necessary documents and obtaining prior approvals, especially from the FDA. | Collect and verify all required import documents from the client. This includes: Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin. Initiate and manage the FDA import permit application process for medical devices. Ensure all required manufacturer/product registration and approvals are in place with FDA Ghana. | Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, FDA Import Permit Application, Manufacturer's Authorization Letter, Product Registration Certificates (FDA approved). | FDA registration and import permit are mandatory for medical devices. Delays here can significantly impact the entire process. Ensure accurate product classification to meet FDA requirements. |
| Receiving notification of the shipment's arrival at the designated port/airport in Ghana. | Monitor shipment status and receive arrival notification from the shipping line/airline. Inform the client of the arrival and provide estimated clearance timeline. Arrange for necessary pre-arrival inspections if required by FDA. | Arrival Notice from Shipping Line/Airline. | Prompt notification allows the client to prepare for potential inspections and to mobilize resources if needed. |
| Submitting the customs declaration and undergoing duty/tax assessment by the GRA. | Prepare and submit the customs entry declaration (SAD - Single Administrative Document) electronically via the Ghana Customs Integrated System (GCIS). Provide all supporting documents for customs verification and valuation. GRA assesses applicable duties, taxes, and levies based on the HS code and declared value. | SAD, Commercial Invoice, Packing List, Bill of Lading/Air Waybill, FDA Import Permit, Certificate of Origin, other supporting documents as requested by Customs. | Accurate HS code classification is critical for correct duty/tax calculation. The GRA may conduct physical examination of the goods to verify declarations. |
| Facilitating the mandatory inspection of medical devices by the Food and Drugs Authority (FDA). | Coordinate with the FDA for the physical inspection of the medical devices at the port/airport or designated inspection facility. Ensure all product samples are available and presentable. Obtain the FDA clearance certificate upon successful inspection. | FDA Import Permit, Commercial Invoice, Packing List, Product Samples, relevant product documentation. | FDA inspection is a critical step. Non-compliance can lead to detention, destruction, or re-exportation of the goods. Be prepared for potential sample testing. |
| Remitting the assessed duties, taxes, and other government levies. | Facilitate the payment of all calculated duties, taxes, and levies to the GRA. This can be done through bank transfers or other approved payment methods. | GRA Payment Receipt. | Timely payment is essential to avoid demurrage and storage charges. Ensure correct amounts are paid as per GRA assessment. |
| Obtaining the Release Order from customs and coordinating the physical release and delivery of the cargo. | Upon successful inspection and payment, obtain the Release Order from the GRA. Coordinate with port/airport authorities for the physical release of the cargo. Arrange for transportation from the port/airport to the client's designated warehouse or facility. | Customs Release Order, Port/Terminal Gate Pass. | Plan logistics carefully to minimize transit times and potential handling damages. Ensure the receiving facility is prepared for the delivery. |
| Finalizing all administrative tasks and archiving relevant documentation. | Provide the client with all original import documents, including customs clearance certificates and payment receipts. Archive copies of all transaction documents for future reference and audit purposes as per regulatory requirements. | Final Import Declaration, all supporting documents, CCFA service invoice. | Maintaining a comprehensive audit trail is crucial for compliance and future reference. Ensure all client queries are addressed and the service is finalized to their satisfaction. |
Key Stakeholders Involved
- Importer/Client (Medical Device Company or Distributor)
- Customs Clearing & Forwarding Agent (CCFA)
- Ghana Revenue Authority (GRA) - Customs Division
- Food and Drugs Authority (FDA) Ghana
- Shipping Line/Airline/Freight Forwarder
- Port/Airport Authorities
- Warehouse/Bonded Facility Operators
Customs Clearing & Forwarding Coordination Service (Medical Devices) Cost In Ghana
Navigating the customs clearance and forwarding of medical devices in Ghana involves a specialized service that requires expertise due to the stringent regulations and specific handling requirements. The cost of these services is influenced by several key factors, making it challenging to provide a single, fixed price. Understanding these elements is crucial for accurate budgeting and selecting the right service provider. The general price ranges provided are estimates and can vary significantly.
| Service Component | Estimated Price Range (GHS) - Per Shipment | Notes |
|---|---|---|
| Customs Brokerage Fee (Basic Clearance) | 2,500 - 8,000 | Covers standard documentation, tariff classification, and customs declaration. Varies by complexity and value. |
| Port Charges & Terminal Handling Fees | 1,500 - 5,000 | Includes port dues, container handling, and other associated port service charges. Dependent on volume and container type. |
| Freight Forwarding (Air/Sea - depending on origin) | Variable (dependent on weight, volume, origin, and mode) | This is a significant cost component and is quoted separately by freight forwarders. Can range from a few thousand GHS for small air cargo to tens of thousands for large sea freight. |
| Inland Transportation (to final destination) | 1,000 - 4,000 | Cost of trucking the goods from the port to the final warehouse or facility within Ghana. Depends on distance and vehicle type. |
| Ghana FDA Permit/License Processing (if applicable) | 1,000 - 5,000+ | If specific FDA permits or licenses are required, the processing fees and associated service charges can vary widely based on the device type. |
| Specialized Handling/Storage (e.g., temperature-controlled) | Additional 1,500 - 10,000+ | Applicable for sensitive medical devices requiring specific environmental conditions during transit or storage. |
| Warehousing (if needed) | 500 - 2,000 (per day/week) | Cost depends on duration, space required, and any special handling needs. |
| Miscellaneous Fees (e.g., inspection, demurrage) | Variable (can be significant if delays occur) | Includes potential fees for inspections, or charges incurred due to delays in customs processing (demurrage). |
Key Pricing Factors for Customs Clearing & Forwarding Coordination Service (Medical Devices) in Ghana
- Type and Value of Medical Devices: Highly specialized, expensive, or regulated devices will incur higher clearance costs due to increased scrutiny, potential import duties, and specific documentation requirements.
- Volume and Weight of Shipment: Larger and heavier shipments often translate to higher freight forwarding and handling charges. This includes warehousing, ground transportation, and potential specialized equipment for movement.
- Origin and Destination Ports: The chosen port of entry in Ghana (e.g., Tema, Takoradi) and the final destination of the devices within the country will impact inland transportation costs.
- Customs Duties and Taxes: Ghana levies import duties and taxes on various goods, including medical devices. The specific rates depend on the classification of the device (HS Code) and its declared value. Some medical devices may be eligible for exemptions or reduced rates, requiring specific applications.
- Required Documentation and Certifications: The completeness and accuracy of required documents (e.g., import permits, licenses from the Ghana Food and Drugs Authority (FDA), certificates of origin, invoices, packing lists) significantly affect processing time and potential delays, which can translate to higher service fees.
- Urgency of Shipment: Expedited customs clearance and forwarding services typically command higher fees due to the increased resources and priority allocation required.
- Service Provider's Expertise and Reputation: Established and reputable customs brokers and freight forwarders with proven experience in handling medical devices in Ghana will often charge more due to their specialized knowledge, established relationships with customs officials, and robust operational capabilities.
- Additional Services: Services like warehousing, insurance, special handling (e.g., temperature-controlled transport), and last-mile delivery will add to the overall cost.
- Regulatory Changes and Compliance: Fluctuations in customs regulations, port policies, or specific requirements from the FDA can influence the complexity and cost of clearance.
- Exchange Rates: For services paid in foreign currency, fluctuating exchange rates can impact the final cost in Ghanaian Cedis (GHS).
Affordable Customs Clearing & Forwarding Coordination Service (Medical Devices) Options
Navigating the complex landscape of customs clearing and forwarding for medical devices requires specialized knowledge and efficient coordination. Our service aims to provide affordable solutions that streamline this process, ensuring compliance, timely delivery, and significant cost savings for your business. We understand the unique challenges of medical device logistics, including regulatory requirements, temperature control, and the need for secure transportation.
| Value Bundle | Key Services Included | Estimated Cost Savings | Ideal For |
|---|---|---|---|
| Basic Clearance & Coordination | Standard customs documentation, single shipment tracking, basic regulatory checks. | 10-15% | Small businesses, infrequent shipments, standard medical devices. |
| Comprehensive Logistics Management | End-to-end coordination, multiple shipment management, temperature-controlled logistics coordination, risk assessment, advanced regulatory support. | 20-30% | Medium to large businesses, frequent international shipments, sensitive or high-value medical devices. |
| Expedited & Emergency Services | Priority customs processing, same-day coordination, on-demand route optimization, emergency documentation support. | Variable (focus on time/risk mitigation) | Businesses requiring urgent deliveries, critical medical supplies, unexpected logistical challenges. |
| Global Network Integration | Leveraging our network for competitive rates, optimized global routing, multi-modal transportation planning, international customs brokerage coordination. | 15-25% | Businesses with extensive international supply chains, seeking to consolidate global logistics. |
Our Affordable Customs Clearing & Forwarding Coordination Service for Medical Devices
- Expert regulatory compliance guidance for medical devices.
- Efficient customs declaration and documentation management.
- Proactive communication and real-time tracking of shipments.
- Secure and compliant storage and handling solutions.
- Optimized routing and transportation for timely delivery.
- Dedicated team experienced in medical device logistics.
- Tailored solutions to meet your specific needs and budget.
Verified Providers In Ghana
In the dynamic healthcare landscape of Ghana, identifying truly 'Verified Providers' is paramount for ensuring quality, safety, and efficacy of medical services. Franance Health stands out as a beacon in this regard, meticulously vetting its network of healthcare professionals and facilities. This rigorous credentialing process is not merely a formality; it's a deep commitment to patient well-being and a testament to the superior standards Franance Health upholds.
| Category | Franance Health Verification Criteria | Benefit to Patients |
|---|---|---|
| Medical Professionals (Doctors, Nurses, Specialists) | Valid medical licenses, board certifications, postgraduate training verification, peer reviews, criminal background checks, professional liability insurance. | Ensured competence, specialized knowledge, and adherence to ethical standards for safe and effective treatment. |
| Healthcare Facilities (Hospitals, Clinics, Labs) | Operational licenses, accreditation from relevant bodies (if applicable), adherence to safety and hygiene standards, availability of essential equipment, qualified staffing ratios, patient complaint resolution mechanisms. | Access to well-equipped, safe, and professionally managed healthcare environments delivering high-quality care. |
| Ancillary Services (Pharmacies, Diagnostics) | Pharmacy practice licenses, laboratory accreditations, quality control measures, data security protocols, ethical dispensing practices. | Reliable access to quality medications and accurate diagnostic services, backed by professional integrity. |
Why Franance Health Represents the Best Choice for Verified Providers in Ghana:
- Comprehensive Vetting Process: Franance Health goes beyond basic licensing, conducting in-depth background checks, verifying educational qualifications, ensuring professional certifications are up-to-date, and assessing practical experience.
- Quality Assurance and Performance Monitoring: Verified providers are subject to ongoing performance reviews and patient feedback mechanisms, ensuring consistent high standards of care.
- Ethical Practice and Professionalism: A core component of verification includes an assessment of ethical conduct, patient-centered communication, and adherence to best medical practices.
- Access to Specialized Expertise: Franance Health's network includes a diverse range of specialists, all meticulously verified to offer tailored and advanced medical solutions.
- Transparency and Patient Trust: By clearly identifying and showcasing verified providers, Franance Health empowers patients with the confidence to make informed healthcare decisions.
- Continuous Professional Development: Franance Health encourages and supports its verified providers in pursuing continuous learning and skill enhancement, ensuring they remain at the forefront of medical advancements.
Scope Of Work For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Scope of Work (SOW) outlines the requirements for Customs Clearing and Forwarding Coordination Services for Medical Devices. The service provider will be responsible for managing and executing all aspects of the customs clearance and forwarding process for imported and exported medical devices, ensuring compliance with all relevant regulations and efficient transit of goods. The objective is to facilitate smooth, timely, and cost-effective movement of medical devices through customs and to their final destinations.
| Deliverable | Description | Standard Specifications / Requirements | Metrics / KPIs | |
|---|---|---|---|---|
| Pre-clearance Documentation Package | Collection and verification of all necessary documents for customs clearance. | Includes: Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, Import/Export Licenses, Product Registration Certificates (e.g., FDA, CE, local regulatory body), Technical Data Sheets, SDS (if applicable), Letter of Authorization (LOA). All documents must be accurate, complete, and compliant with destination country requirements. | 100% of required documents received within agreed-upon SLAs. | Accuracy rate of 99% for all document data entry. |
| Customs Declaration Submission | Accurate and timely submission of customs declarations to relevant authorities. | Declaration to be filed electronically (where applicable) or manually as per customs procedures. Classification of goods using Harmonized System (HS) codes. Valuation of goods to be in accordance with customs regulations. Compliance with specific medical device import/export regulations. | Declaration submitted within the statutory timeframe (e.g., X days from arrival). | Zero rejections due to incorrect declaration data. |
| Duty and Tax Calculation & Payment | Accurate calculation and timely payment of all applicable duties, taxes, and fees. | Calculation based on declared value, HS code, and prevailing tax rates. Negotiation of preferential duty rates where applicable. Provision of proof of payment. Management of deferment accounts if applicable. | Payment completed within [e.g., 24 hours] of assessment. | No penalties or interest incurred due to delayed payment. |
| Cargo Tracking and Visibility | Real-time tracking of shipment status from origin to destination. | Provision of regular updates (e.g., daily via email/portal) on shipment progress, customs clearance status, and estimated time of arrival (ETA). Use of a robust tracking system with live updates. | Updates provided at defined intervals (e.g., daily, at key milestones). | 95% accuracy in ETA reporting. |
| Regulatory Compliance Management | Ensuring all shipments meet the specific regulatory requirements for medical devices. | Verification of product registration, import permits, and other necessary approvals from health authorities and regulatory bodies. Liaison with relevant authorities for inspections or sample submissions. | 100% compliance with all medical device import/export regulations. | Zero customs holds due to regulatory non-compliance. |
| Forwarding Coordination | Arranging and managing the onward transportation of cleared goods. | Coordination with carriers, freight forwarders, and local transport providers. Ensuring appropriate handling and transportation for medical devices (e.g., temperature control if required). Managing pick-up and delivery schedules. | Onward transportation arranged within [e.g., 12 hours] of customs clearance. | On-time delivery rate of 98% for onward transportation. |
| Post-Clearance Audit Support & Record Keeping | Maintaining accurate records and providing support for post-clearance audits. | Archiving of all customs-related documents for a specified period (e.g., 5 years). Prompt response to requests for documentation during customs audits. Providing detailed reports on clearance activities. | Documentation available within [e.g., 48 hours] of audit request. | Successful completion of 100% of audit requests without findings. |
| Proactive Issue Resolution | Identifying and resolving potential issues that may impact clearance or transit. | Early identification of discrepancies, documentation errors, or regulatory challenges. Developing and implementing contingency plans. Maintaining clear communication with all stakeholders during issue resolution. | Issues reported within [e.g., 2 hours] of detection. | Average resolution time for issues: [e.g., 24 hours]. |
Key Responsibilities and Deliverables
- Pre-clearance and Documentation Preparation
- Customs Declaration and Submission
- Duty, Tax, and Fee Management
- Cargo Tracking and Status Updates
- Coordination with Regulatory Bodies
- Logistics and Forwarding Coordination
- Post-Clearance Audits and Record Keeping
- Risk Management and Issue Resolution
Service Level Agreement For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Customs Clearing & Forwarding Coordination Service specifically for Medical Devices. This service is designed to ensure efficient and compliant movement of medical devices through customs and to their destination.
| Service Component | Uptime Guarantee | Response Time (Standard Inquiry) | Response Time (Urgent Inquiry) | Definition of Uptime |
|---|---|---|---|---|
| Customs Declaration Submission | 99.5% | N/A | N/A | The ability for the customer or authorized agent to submit customs declarations through the provided platform or via designated channels without interruption. |
| Document Verification & Pre-Clearance Check | N/A | 4 business hours | 1 business hour | Time taken to acknowledge receipt and initiate verification of submitted documents. Urgent inquiries are defined as critical issues impacting immediate shipment release. |
| Customs Status Updates | 99.8% | 8 business hours | 4 business hours | The percentage of time the coordination platform is accessible and functional for reporting and status retrieval. |
| Communication Channel Availability (Email/Phone) | 99.9% | 2 business hours (acknowledgement) | 1 business hour (acknowledgement) | The availability of designated customer support channels for inquiries and issue resolution. |
| Proactive Issue Resolution | N/A | 12 business hours (from identification) | 6 business hours (from identification) | Time taken to provide an initial proposed solution or next steps for identified issues impacting clearance. |
Key Service Objectives
- Minimize customs clearance delays for medical devices.
- Ensure accurate and compliant documentation handling.
- Provide timely updates on shipment status.
- Maintain high availability of the coordination platform and support.
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