If you require any assistance using PEACH or would like to report any PEACH technical difficulties please contact the HMI on 0845 607 3224 the hours of operation for the PEACH helpdesk are, 07.00 to 22.00 Monday to Friday and 08.00 to 18.00 weekends and Bank holidays or 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, fax 01904 352200 or you can email the PHSI Importers helpdesk mailbox with enquiries and documents, but email enquiries can only be responded to within the hours of; Monday to Friday between 07:00 and 20:00 and Saturday and Sunday between 09:00 and 16:00.
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 RPA Customer charter explaining 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
Scheduled system downtimes
Monday 17 - 18 March
Due to essential server maintenance work, the Government Gateway (and therefore PEACH) will be unavailable for a four-hour period between 2100hrs (Monday) and 0100hrs (Tuesday).
Due to the length of this downtime manual handling procedures will be in place, and the National Clearance Hub will be authorised to clear consignments on production of either a valid Phytosanitary Certificate or a Certificate of Conformity.
Where possible importers or their agents should aim to make applications either side of these downtimes.
Change of PHSI Imports helpdesk contact number
Please note that with effect from 1st February the Plant Health imports helpdesk contact number will be changing from 0844 248 0071 to 0300 100 0313.
When making applications for the import of Grapes, please select the correct variety for each consignment and if that variety is not listed then of the two ‘Others’ available. Use ‘Other (please specify below)’ and then enter the variety in the free text box that then appears.
Note if you select the variety ‘Other’ no extra variety box will appear and the consignment may not be assessed correctly.
From 1st October 2013
Products covered by the general marketing standard (persimmon, limes, onions,okra, beans, parsnips etc) have to be labelled with the name and address of the packer and/or dispatcher, as well as the country of origin.
If you require help from the PEACH helpdesk
Importers and agents seeking support from the PEACH helpdesk should please, only contact the PEACH helpdesk directly using Tel. 0845 6073224 or email email@example.com .
Customers dialling inspectors directly on other numbers are unlikely to find the help they are seeking, the inspector being ‘off shift’ from the helpdesk. The inspectors may be on other duties or spending time with their families, indeed some messages have been left on phones where the inspector is on holiday. Only the advertised number has the technical support, access to the helpdesk and can ensure that support is provided to PEACH users.
The importance of accurate information within applications
Importers are reminded that information provided to PEACH should be as accurate as possible, including the date/time of Inspection. Where the vessel is delayed Importers and Agents should access the application in their ‘Outstanding Applications’ screen and update the application to the correct day by clicking the ‘Hammer’ symbol.
The danger is that if the date is not accurate the HMI release may time expire and a resubmission may be required causing delay to the application and the consignments within it. Where an application is delayed only by hours within the same day there is less need for change as far as HMI is concerned, but where the day is not accurate it should be updated. Where this is not done and is noticed by the HMI the application may be blackballed by the Inspector covering that entry point.
Alerts regarding the PEACH service
The Peach website now uses Horizon messaging to notify users of planned downtimes via SMS or email messages. If you or your company would like to be added to this service please contact the Peach helpdesk.
Updated: 07 March 2014