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 downtime affecting users
Tuesday 29th July
Due to essential maintenance work the PEACH and eDOMERO systems will be unavailable for a two-hour period between 1200-1400hrs. The work on these separate systems has been scheduled to take place concurrently to minimise disruption.
The PEACH system itself will operate as normal. Due to the length and timing of this work manual handling procedures will not be in place. Where possible importers or their agents should aim to make applications either side of this downtime.
Friday 1st August
Due to essential maintenance work the eDOMERO system will be unavailable for a two-hour period between 1200-1400hrs.
Access to the PEACH system will not be affected by this downtime, but applications for product regulated by FERA will not be relayed to eDOMERO and the Plant Health traffic lights on both FERA-only and Joint applications will remain grey. FERA clearances via ALVS will resume once the connection between PEACH and eDOMERO has been re-established.
Due to the length of this downtime manual handling procedures will not be in place. Where possible importers or their agents should aim to make applications either side of the downtime.
6th July 2014
Update: Ban on certain imports from India
There have been a considerable number of enquiries on Parwal, Parwar or Potol (Tricosanthes sp) fruits from India. This is to clarify that all species under the Genus of Tricosanthes sp. from India are banned as per the EU Decision. We will take action on consignments containing the banned Genera including Snake gourd, Parwar, Potol, Parwal all under Tricosanthes sp.
The ban applies to the following: plants other than seeds and roots of Colocasia sp (Patra leaves), plants other than seeds of Mangifera sp (Mangoes), Momordica sp (Bitter gourd), Solanum melongena (Aubergine) and Trichosanthes sp (snake gourd), originating in India.
Please note that the definition of plants includes ‘a living plant or a living part of a plant’ and so this ban includes fruit and vegetables which represent the major part of these trades. If further imports of such material are attempted, these will be intercepted and re-exported.
The Decision will remain in place until 31 December 2015, but may be revised in light of developments.
For more information on the published decision please see here.
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 firstname.lastname@example.org .
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 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.
Updated: 25 July 2014