If you require any assistance using PEACH or would like to report any PEACH technical difficulties please contact the HMI on 0345 607 3224 the hours of operation for the PEACH helpdesk are, 07.00 to 22.00 Monday to Friday, 08.00 to 18.00 Saturday and 09.00 to 14.00 Sunday.
email the Peach mailbox
If you have any questions or problems with the import of Plant Health goods or Invoicing for PHSI charging, please call 0300 100 0313 this is a dedicated imports helpdesk and will be manned 24 hours a day or you can email the PHSI Importers helpdesk mailbox.
Please note If either helpdesk is temporarily unavailable due to matters beyond our control then please leave a message and your enquiry will be dealt with as soon as possible. Occasionally, enquiries may not be dealt with until office hours on the next working day.
Our staff are here to help, and are committed to providing good customer service. We will treat you with respect, and expect you to do the same.
We will not tolerate threatening or abusive behaviour towards our staff, either verbally, physically or in writing, and will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour.
Our staff carry devices that can monitor and record abusive behaviour. They can summon support services and the recordings may be used in court proceedings.
The Defra customer service record explains what we do, the standards of service you can expect, and further contact details are available by clicking here.
A contingency plan has been drawn up to explain our policy on the service provision you can expect from the PEACH system in the event of an IT malfunction and can be found by following this link
Messages updated 20 September 2017
Future work affecting users
We have been advised of a number of weekends when PEACH users will be affected by different network changes. As some of these are a month or more ahead then full impact of each piece of work has not yet been defined and we will do our best to keep you updated on any impact and the possible workarounds to be put in place.
When possible we advise users to submit applications either side of these work dates.
Weekends when downtime is expected 6-9 October, 13-16 October, 20-23 October, 27-31 October. Further information will be published as it becomes available.
Consultation on possible changes to charging
Today Defra and the Welsh Government launched a public consultation seeking views on proposals to change existing fees (including imports), and introduce a better charging approach that is fairer to our customers. To make sure that stakeholders have an opportunity to consider these changes, a formal public consultation will be open for eight weeks from today.
Full details of this consultation can be found here.
Withdrawal of PHSI Out of Hours Service
The original intention of the PHSI Imports Out of Hours telephone line was to provide a technical support to the ALV system. Following a review of the demand placed for this service, it has been decided to withdraw the service with effect from 06:59 on Monday 16th October 2017.
The PHSI Imports Helpline (0300 100 0313) will remain available from 07:00 until 00:00 hours every day.
Tomatoes and Pomegranates – Phytosanitary Certificates required as from 1/1/2018
EU Directive 2017/1279 has been published. As from 1st January 2018 tomatoes originating from all third countries (outside the EU but including the Canary Islands) and pomegranates originating from countries of the African continent, Cape Verde, Saint Helena, Madagascar, La Reunion, Mauritius and Israel must be imported with a phytosanitary certificate and declared on PEACH for APHA inspectors. For further details please visit: link
ALVS Commodity matching
We have been advised by our I.T. supplier that the mapping for table grapes has been successfully updated in ALVS, so CHIEF entries should now match correctly with PEACH applications and when assessed as low risk, they will automatically clear.
If there are issues with individual entries/PEACH applications not clearing as they should, please contact the PEACH Helpdesk for assistance.
Payment of Plant Health invoices
Importers are reminded that where they require a purchase order number to be included on their invoice, then they should enter this as part of the PEACH entry in the field Customer Invoice Reference. Whatever is entered in this field will appear on the clients invoice.
Correct use of commodity/variety names on PEACH applications
All users are reminded that applications should contain the correct commodity and variety/type names to match the contents of the consignment, otherwise there may be delays to the clearance of consignments.
In particular the use of a trade mark such as 'Early Sweet' on grapes, where the actual variety is 'Grapaes' is not allowed and such applications may be rejected or the consignment actioned on inspection.
Updated: 20 September 2017