Summary: We will not investigate this complaint about import clearance costs. We are unlikely to find fault with the Authority.

The complaint

1. Mrs X complains the Authority did not advise her company about additional charges to have cargo inspected by a Port Health Officer. Miss X says the Authority has now invoiced the company but should waive the charge.
2. Miss X also complains about the Authority’s complaint handling.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating.

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How I considered this complaint

4. I considered information provided by the complainant and the Authority.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Miss X’s company is a customs clearings agent. The company contacted the Authority, requiring clearance for an import of fresh fish. The Authority informed the company it would require a letter of authority from the importers and informed the company of the service and clearance costs. The Authority later sent the company an invoice.
7. I am satisfied the company had prior notification of the costs and should reasonably have expected to have to pay. Even if the Authority had not sent prior notification, the company still had the opportunity to ask if there would be costs involved and there is enough information on the Authority’s website to explain. Miss X says this is the only Authority that charges for the services, but that is not evidence of fault.
8. It is not a good use of public resources to investigate complaints about complaint procedures, if we decide not to investigate the substantive issue.

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Final decision

9. We will not investigate Miss X’s complaint because we are unlikely to find fault with the Authority.

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Investigator's decision on behalf of the Ombudsman