02 January 2026
Who does this notice affect?
This notice is for all participants involved in importing goods into Australia and their onshore management.
What has changed?
An Industry Advice Notice (171-2024) was previously issued outlining expectations for appropriate conduct when engaging with the department. Due to continued instances of unacceptable behaviour, this notice serves to reaffirm and clarify those expectations. All interactions with the department, whether in person, by email, phone, text message, or through the Cargo Online Lodgement System (COLS), must be conducted respectfully and professionally.
Summary of Key Points
- We have a zero-tolerance approach to aggressive, threatening, or inappropriate behaviour towards staff. This includes interactions in person or by other communication methods such as phone, email, text, and the departments Cargo Online Lodgement System (COLS).
- At all times, clients are required to interact with department staff in an acceptable manner.
- Clients should be aware of our published Service Standards.
Expected behaviour when interacting with the department
We are committed to ensuring the psychosocial and physical health and safety of our employees, visitors, and all those who work with us. We have a zero-tolerance policy for aggressive, threatening, or inappropriate behaviour toward our staff.
This applies to all interactions, whether in person or through other communication channels, including phone, email, text messages, and the department’s Cargo Online Lodgement System (COLS).
Industry representatives are expected to:
- Interact with department staff in a manner that is courteous, professional, and respectful at all times.
- Maintain communication that reflects acceptable standards of behaviour.
We will not tolerate abuse, intimidation, or harassment directed at our staff. The department reserves the right to terminate any communication that is threatening, aggressive, or inappropriate, regardless of the channel used.
Further information
We encourage all clients to check our Import page or subscribe to our mailing list for up to date information as import conditions can and do change without notice.
If you require further information, please call 1800 900 090 or lodge an inquiry via Cargo Online Lodgement System (COLS).