Trade Facilitation Enquiry Points : Analysis and Best Practices for Operating Enquiry Points

In today's global market, MSMEs and informal traders face confusing, time-consuming, and costly trade procedures. Using a mystery client approach, the study examines how WTO TFA transparency measures and enquiry points bridge policy gaps, offering practical solutions to foster inclusive trade.

In today’s complex global trade environment, many businesses - particularly micro, small, and medium-sized enterprises (MSMEs) and informal traders - face persistent barriers to participating in international trade. A major challenge is the lack of accessible, clear, and up-to-date information on import, export, and transit procedures. For smaller actors, navigating trade processes can be confusing, time-consuming, and costly, limiting their competitiveness and growth potential. The World Trade Organization’s Agreement on Trade Facilitation (WTO TFA) addresses this issue by emphasizing transparency. It mandates that trade-related information be publicly available and easily accessible through national platforms. It also requires the establishment of Enquiry Points - designated contact offices to provide clarification and support. These are not mere formalities, but vital tools that bridge the gap between policy and practice, helping to unlock inclusive trade opportunities. This publication explores these questions using an anonymous “mystery client” approach, in which researchers posed as traders to assess the accessibility and responsiveness of enquiry points across various countries. The findings reveal best practices, common gaps, and practical recommendations to help governments improve their systems. The study is both a diagnostic and a practical tool. It aims to support governments, trade officials, development partners, and the broader trading community in making transparency effective and inclusive. National Trade Facilitation Committees, in particular, may find it a valuable resource.