Uncertainty around import, export and transit rules raises trade costs, delays shipments and restricts market access, especially for smaller and informal businesses and entrepreneurs. Under the World Trade Organization’s Trade Facilitation Agreement, enquiry points are meant to close this gap. Three out of four WTO members have established one.
The report examines how enquiry points work in practice. UN Trade and Development (UNCTAD) tested their accessibility and responsiveness, finding that only 39% of the 124 assessed responded to a basic trade query. The results show a clear gap between formal compliance and how enquiry points function in practice, underscoring the need for continuous monitoring to ensure they are operational, not just in place.
Response rates vary widely by region and level of development
Europe performed best, with a 60% response rate, followed by Latin America at 40%. Asia showed mixed results, while Africa responded at just 25%. Vulnerable country groups also struggled, reflecting staffing, technical and financial constraints.
The findings point to the need for targeted capacity-building, financial support and regional cooperation where constraints are greatest.
Centralized enquiry points respond faster and better
Enquiry points run by customs or revenue authorities performed best. Customs-managed points accounted for 71% of responses and delivered the fastest replies, mostly within one week. Centralized structures also reduced confusion over responsibility.
By contrast, countries with multiple enquiry points across agencies often face fragmentation and delays. In developing countries, a higher number of enquiry points is linked to poorer response quality, underlining the need for consolidation and clearer coordination.
Generic email addresses outperform individual contacts
How enquiry points are contacted matters. Those using generic or departmental email addresses responded faster and more consistently, averaging 19 days, compared with 27 days for individual staff emails.
Staff turnover and outdated contact information were among the most common causes of non-response. The report recommends institutionalized contact channels, supported by basic technical checks, to ensure continuity and reliability over time.
Speed matters – but so does accuracy and substance
Most replies were received within five days, though response times varied widely. More complete and useful answers often required additional time for internal coordination and verification.
Based on the results, the report identifies 23 calendar days as a practical benchmark – fast enough to retain practical value for traders, while allowing enquiry points to provide accurate and tailored information. Automated responses are highlighted as a simple way to manage expectations and build trust.
Trade information portals strengthen enquiry points
Countries operating trade information portals – official online platforms that publish import, export and transit procedures in one place – consistently delivered higher-quality responses. Enquiry points linked to these portals responded more precisely and performed better overall than those operating in isolation.
The report recommends embedding enquiry points directly within trade portals and exploring automation, including AI-based tools, to handle routine queries and free up staff capacity.
Not just administrative add-ons
The report shows that enquiry points can be powerful trade facilitation tools – but only if they are accessible, responsive and embedded in broader transparency systems. Moving from compliance to impact requires centralization, basic service standards and smarter use of digital tools.
The message is clear: functional enquiry points are not an administrative add-on. They are a frontline service that can lower trade costs, improve predictability and expand access to international markets, especially for smaller and more vulnerable traders.