Contact Cargo Systems support
Cargo Systems Support business hours
The Cargo Systems Support centre is in New South Wales (NSW). The standard business hours for the Cargo Systems Support centre are:
- Monday to Friday – 7 am to 7 pm
- Saturday and Sunday – 9 am to 5 pm
The most common question asked by industry is 'What is the status of my cargo?'
The guides below will assist you in understanding the status of your cargo within the Integrated Cargo System (ICS).
Email is the
primary method to contact us. Send us an email at
Ensure that you include the following information in your email.
- Australian Business Number (ABN) or Customs Client ID (CCID)
- your name, telephone number, email address and your role in the organisation
- the details of your enquiry, for example, your container number, airway bill number, import declaration number or export declaration number
Providing additional information
You might be asked to provide additional information, depending on the complexity of the problem.
For enquiries that cannot be immediately resolved, you might be required to provide a screen shot (also known as a screen dump) to assist our officers analysing your problem.
More information on
how to email a screenshot is available.
If your call cannot be completed in the first contact, you will be provided with a reference number.
Ask for this reference number if it is not automatically provided by the officer, and refer to these numbers for any further contact relating to your enquiry.
Digital certificate enquiries
If you have an enquiry that relates specifically to digital certificates, you will need to ensure that your queries are managed by Cargo Systems Support in an efficient and timely manner.
We have developed a Digital Certificate Enquiry form, which should be completed if you have questions that relate directly to your digital certificate/s.
You must also include screenshots relevant to your question.
Guides outlining which screenshots to provide, and how to create these screenshots are available below.
Providing the correct information to us will result in a timely response.
Urgent cargo clearance
To request an urgent cargo clearance, the cargo must meet one of the following criteria:
- perishable goods will be damaged if subjected to delay
- cargo requires immediate delivery (for example: urgent medical supplies, hazardous materials and livestock)
- cargo might miss its carrier (export flights/vessels, truck booking system).
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