Artikel 21

1. Requests for assistance under this Agreement shall be communicated directly between the customs administrations concerned. Each customs administration shall designate an official contact point for this purpose and shall provide details thereof to the Secretary General. The Secretary General shall communicate this information and any updates thereof to the other customs administrations.
2. Requests for assistance under this Agreement shall be made electronically or in writing, and shall be accompanied by any information deemed useful for the purpose of complying with such requests. The requested administration may require written confirmation of electronic requests. Where the circumstances so require, requests may be made verbally. Such requests shall be confirmed as soon as possible either in writing or, if acceptable to the requested and requesting administrations, by electronic means.
3. Requests shall be made in a language acceptable to the customs administrations concerned. Any documents accompanying such requests shall be translated, to the extent necessary, into a mutually acceptable language. The requested administration shall in any case accept requests for assistance and accompanying documents in the English language.
4. Requests made pursuant to paragraph 2 of this Article, shall include the following details:
(i) the name of the requesting administration;
(ii) the matter at issue, type of assistance requested, and reasons for the request;
(iii) a brief description of the case under review and the legal and administrative provisions that apply;
(iv) the names and addresses of the persons to whom the request relates, if known;
(v) any verification procedures undertaken or attempted as referred to in paragraph 2 of Article 25 of this Agreement.
5. Where the requesting administration requests that a certain procedure or methodology be followed, the requested administration shall comply with such a request, subject to its national legal and administrative provisions.