FedEx's response

I would like to respond to PT Crown Closures Indonesia's letter of complaint sent to The Jakarta Post, a copy of which was sent to us by the Post.

We can confirm that the shipment addressed to PT Crown Closures Indonesia arrived at Soekarno-Hatta airport on Oct. 15. Customs detained the shipment and requested that it go through a formal entry-clearance process, and it was successfully delivered the following day.

In accordance with our customs clearance-notification procedure, our staff spoke with Ibu Sri on Oct. 15, advising her of the correct paperwork required to proceed with the clearance. FedEx received the paperwork on Oct. 18, and submitted it directly to Customs.

Customs gave the clearance approval for the shipment on Oct. 20, and the package was handed over to PT Crown Closures Indonesia that same morning. While there are guidelines available for the time taken for formal entry clearance, the actual time for this process and the clearance of shipments is determined by customs authorities.

We value feedback on the varied responses received. Our staff constantly record updated information into our database to provide customers with relevant and timely advice.

I can assure you that we continue to identify areas for improvement, and Ibu Sri's feedback has been valuable in this process.

HARDIANSYAH RIZAL, Country Manager - Indonesia, FedEx