Organization, Functions, and Jurisdiction of the Directorate General of Communications and Public Relations, Customs

GOVERNMENT OF PAKISTAN

1

(REVENUE DIVISION)

FEDERAL BOARD OF REVENUE

•ft A A A

Islamabad, the 9th October, 2025.

NOTIFICATION

(CUSTOMS)

S.R.O. l^/S ^(I)/2025.- In exercise of the powers conferred by sections 3BBB, 3E,

and 3F of the Customs Act, 1969, (IV of 1969), the Federal Board of Revenue is pleased to

notify organization of the Directorate-General of Communications and Public Relations,

Customs, its sub-ordinate offices and Regional Directorates, and appoint the following,

namely: -

(a) the officers specified against S.No 1 in column 2 of the Table below to be the

Director General, Directorate-General of Communications and Public

Relations, Customs, Islamabad for the functional jurisdiction specified in

corresponding column (3) thereof;

') the officer specified against S.No 2 in column (2) of the Table below to be the

Director (Headquarters), Directorate-General of Communications and Public

Relations, Customs, Islamabad for functional jurisdiction specified in

corresponding column (3), thereof;

(c) the officer specified against S.No 3 in column (2) of the Table below to be the

Director (Integrated Communications), Directorate-General of

Communications and Public Relations, Customs, Islamabad for functional

jurisdiction specified in corresponding column (3), thereof; and

(b) the Additional Directors, Deputy Directors, Assistant Directors, officers, and

officials of Customs with any other designation, or contract employees or the

domain experts deputed from public or hired from private sector, as are

required, to be the respective officers of Customs of those functional areas,

namely:-

TABLE

S.N Designation of the Area of Functional Jurisdiction

Officer

(1) (2) ______________________(3)_________ :_

1. Director General of the The Directorate General of Communication and Public

Directorate General of Relations, Customs shall have its Headquarters at

Communication and Islamabad, including the offices of the Director

(Headquarters), and Director (Integrated Communication),

Public Relations, Customs, Directorate of Communication and Public Relations, T

Islamabad Customs, Islamabad. The Director General shall report to

the Member Customs (Operations), Federal Board of

Revenue, Islamabad.

The jurisdiction of the Director General of Communication

and Public Relations, Customs extends to the whole of

Pakistan and he shall be responsible to carry out the

following functions, namely: -

A. Strategic Leadership & Oversight

(i) oversee effective operations of all offices and

personnel under the Directorate General, including

administration, finance, FIR, procurement, and

infrastructure;

(ii) lead development, implementation, and continuous

improvement of the Communication and Public

Relations Strategy (CPRS) aligned with Customs'

goals;

(iii) support the Board in implementing change

management initiatives arising from reforms, legal

amendments, or policy shifts in Customs related

domains;

(iv) conduct need analysis and propose human resource

strategy for implementing the CPRS;

(v) hiring services of suitable service provider(s) on

contract basis to support the development and

implementation of CPRS and ancillary activities;

B. Communication & Stakeholder Engagement

(i) ensure clear communication of rules and procedures

to internal and external stakeholders;

(ii) ensure proactive stakeholder engagement using all

modern communication tools and channels;

(iii) oversee the planning and execution of awareness

campaigns, conferences, workshops, seminars, and

media campaigns for all Pakistan Customs

stakeholders;

(iv) oversee planning and execution of communication

campaigns to foster positive perception and image

of Pakistan Customs;

(v) ensure coordination with all relevant departments to

ensure an integrated media strategy on FBR related

initiatives;

(vi) support Board in matters related to strategic

communications;

C. Media & Public Relations

(i) serve as the official spokesperson for Pakistan

Customs, representing the organization in all public

and media communications;

(ii) lead perception management initiatives to convey

the true context of Customs’ work.

(iii) approve communication material and supervise

crisis communication responses;

(iv) monitor and respond to fake news, misinformation,

and malicious media campaigns;

D. Digital Presence & Information Dissemination

(i) oversee maintenance of the official website and

social media handles;

(ii) oversee the creation and maintenance of Pakistan

Customs’ official website and social media

channels;

(iii) ensure collection and timely dissemination of

information about ongoing operations and

achievements;

(iv) oversee the timely printing and publishing of

Pakistan Customs’ newsletter, legal statutes, and

educational literature;

(v) lead the design, production, and dissemination of

newsletters, legal publications, and educational

content;

E. Legal, Crisis & Reputation Management

(i) supervise crisis management teams and develop

communication manuals;

(ii) approve filing of criminal cases under PECA 2016

and other applicable laws;

(iii) coordinate with FBR Legal Wing to support in

prosecution of cases involving breach of

confidentiality or defamation;

(iv) oversee operation of Customs Help Desk and ensure

robust complaint redressal mechanisms in respect of

all formations of Customs;

(v) ensure that robust complaint mechanisms are

incorporated, responded to, and monitored within

Pakistan Customs website for complaint redressal

under Section 7 of the FBR Act, 2007;

F. Reporting, Evaluation & Compliance

(i) conduct post-implementation reviews of CPRS;

(ii) coordinate the responses to queries raised under the

Right of Access to Information Act, 2017;

(iii) approve reports, analytics, and internal

communications to inform the Board;

H. Change Management Communication

(i) lead the design and implementation of

communication strategies supporting organizational

reforms, legal amendments, and procedural updates;

(ii) coordinate closely with relevant Customs

departments and reform teams to align messaging

with change management goals;

(iii) ensure clear and timely dissemination of change-

related updates through all communication channels;

(iv) monitor stakeholder feedback and sentiment related to

reforms, and adjust communication approaches

accordingly;

(v) report on the effectiveness and impact of change-

related communication to the Board;

G. Other Responsibilities

(i) supervise procurement aaccttiivviittiieess related to

communication tools, media services, awareness

materials, publications, and campaign logistics in

alignment with public sector rules and organizational

needs;

(ii) disseminate motivational material and organize

activities to promote organizational cohesion; and

(iii) perform any other functions assigned by the Board.

2 Director (Headquarters), A. Administrative Support, Procurement &

Directorate of Coordination

Communication and (i) provide operational support to the Director General by

Public Relations, Customs, overseeing administrative, HR, financial,

Islamabad procurement, and infrastructure functions of the

Directorate;

(ii) manage the Directorate's records and ensure secure,

organized documentation;

(iii) prepare proposals for contracting private sector

experts in alignment with identified communication

1 needs;

B. Strategic Execution & Policy Support

(i) assist in development and periodic review of the

CPRS;

(ii) translate strategic directions of the Director General

into actionable project and communication plans;

(iii) coordinate communication activities in line with

project cycles, milestones, and deliverables;

C. Campaign Management & Public Engagement

(i) supervise implementation of communication and

awareness campaigns for internal and external

stakeholders;

(ii) organize conferences, seminars, and stakeholder

outreach events in collaboration with the Integrated

Communication team;

(iii) ensure timely and accurate dissemination of

information on Customs operations and

achievements;

(iv) respond promptly to misinformation, ensuring

alignment with Board directives;

D. Crisis & Legal Communication Management

(i) support the Director General in managing

communications during crises and emergencies;

(ii) lead internal crisis response teams and contribute to

crisis communication policy development;

(iii) initiate and coordinate legal actions related to

defamation, misinformation, or data breaches under

applicable laws;

E. Media Liaison & Coordination

(i) act as a supporting media liaison for Pakistan

Customs under the guidance of the Director General;

(ii) coordinate media activities and ensure alignment

with the Director General’s role as the official

spokesperson;

(iii) collaborate with the Director (Integrated

Communication) to prepare briefings, talking points,

and official content;

(iv) collaborate with the Director (Integrated

Communication) to prepare briefings, talking points,

and official content;

F. Stakeholder Coordination & Reporting

(i) collaborate with Customs formations and external

stakeholders for consistent communication delivery;

(ii) prepare responses under the Right of Access to

Information Act, 2017, in consultation with the

Director General;

(iii) support the Director General in arranging and

documenting key meetings, ensuring follow-up and

compliance;

G. Other Responsibilities

(i) promote internal cohesion through support for

motivational campaigns and organizational events;

(ii) carry out tasks assigned by the Director General or

the Board;

(iii) support motivational and unity campaigns; and

(iv) perform any other duties assigned by the Director

General or Board.___________________________

3 Director (Integrated A. Integrated Media Strategy & Content Development

Communication), develop and implement comprehensive

(i)

Directorate of communication strategies across electronic, print,

Communication and and digital platforms;

Public Relations, Customs, coordinate messaging to ensure consistency of tone,

(ii)

Islamabad branding, and content across all communication

modes;

design, update, and disseminate communication

(iii)

materials including brochures, banners,

publications, press releases, and online content;

(iv) maintain and upgrade the Pakistan Customs’

website and social media channels;

(v) ensure alignment of media campaigns with the

CPRS and overall organizational goals;

B. Knowledge & Stakeholder Data Management

disseminate technical publications from entities

(i)

such as WTO, WCO, UNCEFACT, UNCITRAL,

and others to relevant stakeholders;

ensure timely production and distribution of laws,

(i>)

tariffs, rules, and procedural guidelines for external

audiences;

(iii) develop, maintain and update a digital register of

internal and external stakeholders;

C. Support to Communication Campaigns

provide technical and editorial input into all content

(i)

supporting Customs’ reforms, awareness efforts, and

operational messaging;

(ii) collaborate with Director (HQ) to ensure smooth

execution of outreach programs, media briefings, and

press events;

(iii) standardize communication formats and templates to

enhance clarity and consistency across platforms;

(iv) assist in drafting rules, procedures, and public

content;

D. Perception & Reputation Management

monitor public discourse and media sentiment to

(i)

shape responsive messaging;

(ii) support HQ and Director General’s office in

reputation risk mitigation and public image

enhancement campaigns;

(iii) contribute to perception management operations

across platforms;

(iv) provide technical support to HQ on media relations

and content dissemination;

(v) assist the Director General in narrative building,

storytelling initiatives and public image building

campaigns;

E. Communication Technology & Monitoring

(i) introduce modern communication tools and

methodologies for performance tracking;

(ii) use digital analytics to measure campaign reach,

effectiveness, and stakeholder engagement;

(iii) assist in the development and compliance of internal

protocols for integrated communications;

(iv) help devise technical compliance and outreach plans;

(v) monitor impact of communication initiatives using

digital tools and analytics;

(vi) monitor the performance of service providers;

F. Other Responsibilities

act as a key liaison for all media development,

(>)

briefing, and content preparation activities under

guidance of the Director General;

(ii) collaborate closely with Director (HQ) to align

messaging across campaigns and formats;

(iii) support development of talking points, briefings, and

media content for the Director General as official

spokesperson; and

(iv) perform any duties assigned by the Director General

or the Board.

1. Powers and functions of officers’ subordinate to Directors. — All

Additional Directors, Deputy Directors, Assistant Directors and other officials or private

persons subordinate to the Directors shall exercise such functions as the Directors may by order

specify.

1. Anomaly Committee. — (1) In order to remove any difficulty in

implementation of this statutory regulatory order, an anomaly committee consisting of the

following officers is constituted, namely: -

(i) Director General, C&PR- Customs Chair

(ii) Director (HQ), C&PR- Customs Member

(iii) The Secretary(L&P) Secretary

(2) The Anomaly Committee shall: -

(i) review and point out any difficulty in implementation of this notification;

(ii) align the functions of jurisdiction assigned vide this notification with the

overall scheme of customs administration;

(iii) include any necessary functions or remove any jurisdictional overlap; and

(iv) perform any other functions for smooth roll-out of the communication and

public relations mechanism etc.

(3) The anomaly Committee shall present its report to the Board not later than thirty

days of issuance of this notification.

AZ7

[C.No.2(2)L&P/2025]

(Zubair Shah)

Secretary (Law and Procedure)