This procedure is generic. Each situation describes how to act both during and after a disruption.
Port Community System (PCS) is unavailable
The Port Community System of Portbase or the service Arrival Notification is unavailable, which means the Arrival at Exit cannot be reported to Customs. Any potential review notification from Customs will also not be sent. Information about disruptions can be found on the status page. If the disruption is not listed, you can contact our Customer Service.
During the disruption
Portbase advises waiting until the system is operational again. If waiting is not an option because the vessel is about to depart, you must coordinate with Customs/Rotterdam to see if the emergency procedure may be used.
To do so, call Customs/Rotterdam Port/Maasvlakte: (088) 153 48 50. If agreed, send an email to douane.drh.maasvlakte.kwaliteit@douane.nl with the MRN/LRN or EORI number, the time the cargo arrived, and the location of the goods. Customs can manually report the arrival.
After the disruption
Portbase will process the messages after the disruption. For questions about the processing, you can contact our Customer Service.
The Customs system is unavailable
The Customs system is unavailable, which means an export declaration cannot be made and/or it is not possible to register the arrival with Customs. Any potential review notification from Customs will also not be sent. A disruption in the Customs system is announced via a service message on: nh.douane.nl. At the very bottom of the page, you can sign up for a service message.
During the disruption
In the event of a disruption, Customs can initiate the emergency procedure. Which Customs emergency procedures apply depends on the country where the declaration is made.
No export document
Prepare the documentation required for the emergency procedure. If the emergency procedure applies, you can use the following method. Emergency procedure Export AGS/DMS:
- Use document type: REX
- For the document number, use the MRN number if available; an LRN number can also be used. If neither is available, the EORI number of the declarant can be used. For multiple declarations, add a letter, for example A, B, AA, AB, etc.
No arrival notification:
Send an email to douane.drh.maasvlakte.kwaliteit@douane.nl with the relevant documentation, the MRN/LRN or EORI number, the time the cargo arrived, and the location of the goods.
After the disruption
The Dutch Customs system is fully automated. For the Customs process to run smoothly, it is therefore necessary that after the disruption ends, you still submit an electronic declaration. You will then receive a new document number from Customs. For this document, it is not necessary to register the arrival. Nor does the document need to be reported on the manifest. However, the emergency document number must be stated on the manifest.
In the event of a disruption in a Customs system outside the Netherlands, you must check with Customs there what procedure to follow after a disruption.
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