CLIENT CHARTER ACHIEVEMENT 2019
*Client Charter Achievement is updated Quarterly*
| No. | Client Charter | Jan-Mar | April-Jun | July-Sept | Oct-Dec |
| 1 | GENERAL | ||||
| a) Acknownledgement of reciept of public feedback shall be carried out within 1 working day | 98% | 99% | 98% | 98% | |
| b) To provide feedback to the complainant on action(s) taken/to be taken by MPP within 3 working days | 98% | 99% | 98% | 98% | |
| FINANCIAL DIVISION | |||||
| 2 | Receipts shall be issued within 5 mins after payment is made for assessment bills and other utility bills. | 100% | 100% | 100% | 99% |
| 3 | All official claims by the suppliers and contractors shall be paid within 14 working days from the date the claims are received, on condition that all relevant documents are provided correct and certified by the officers concerned. | 100% | 100% | 98% | 100.00% |
| RATING AND PROPERTY MANAGEMENT DIVISION | |||||
| 4 | All enquiries on assessment rate bill at the Council's Counter shall be dealt within 20 minutes. | 99.68% | 99.49% | 99.86% | 99.00% |
| 5 | Application for Certificate of Clearance of Indebtedness Form G1 (1) shall be issued within 2 working days on condition that the arrears and current half year rates are paid and the application is accompanied with a copy of the document of title. | 97.57% | 92.40% | 94.55% | 98.35% |
| 6 | Holdings shall be referenced and valued for rating purpose within 60 days from the date of issuance of the Occupation Permits (OP). | 100% | 100% | 100% | 100% |
| 7 | Holdings shall be fairly valued for rating purposes. Any objection to Amendment to Valuation List shall be heard within the standard time frame. | 100% | 100% | 100% | 100% |
| PUBLIC HEALTH AND MUNICIPAL SERVICES DIVISION | |||||
| 8 | Drainage & Grass Cutting Services | ||||
| Frequency of Drainage Cleaning Services: | |||||
| a) Village, Industrial & Residential - Once a month | 95.13% | 100% | 99.65% | 99.7% | |
| b) Commercial & Shop houses - Once in four (4) month | |||||
| Frequency of Grass Cutting Services: | |||||
| a. Village - Once a Month | 100% | 100% | 99.82% | 100% | |
| b. Shophouses, Industrial & Residential – Twice a month | 100% | 100% | 99.82% | 100% | |
| 9 | Desludging Service shall be completed within 7 working days upon receipt of application. | ||||
| 10 | All Complaints pertaining to stray dogs and removal of dog carcasses shall be attended to within 3 working days after the said complaint is received. | 100% | 100% | 100% | 100% |
| 11 | All Public Toilets are cleaned at least once a day. | 85% | 100% | 100% | 100% |
| 12 | Process and approve applications for 18 types of miscellaneous occupation licences within fourteen (14) working days provided that all supporting documents are complete and all the Council’s and Health requirements are complied with | 100% | 100% | 100% | 100% |
| 13 | Process and approve applications for other types of miscellaneous occupation licences within one (1) month provided that all supporting documents are complete and all the Council’s and Health requirements are complied with | 81.39% | 86% | 100% | 100% |
| 14 | Renewal of miscellaneous occupation licences shall be processed and approved within 14 working days if all the conditions are complied with. | 100% | 100% | 100% | 100% |
| 15 | Fogging shall be carried out within 24 hours upon receipt of notification of any Dengue Case from Jabatan Kesihatan Negeri | 100% | 100% | 100% | 100% |
| ENGINEERING DIVISION | 90% | 85% | 100% | 100% | |
| 16 | Processing and approval of the following applications:- | ||||
| a. Road permit - 7 working days from the date of payment of the maintenance deposit. | |||||
| b. Engineering Plan (1st Comment from MPP) - 30 days. | 100% | 100% | 100% | 100% | |
| c. Road Completion Certificate - 7 working days after payment of maintenance deposit. | 100% | 100% | 100% | 100% | |
| d. Site Inspection - 14 working days after receiving handover maintenance notice from the developer. | 100% | 100% | 100% | 100% | |
| (a) - (d) on condition all documents are complete and complied with Council's and other agencies conditions and requirements. | 100% | 100% | 100% | 100% | |
| PLANNING AND DEVELOPMENT DIVISION (BUILDING SECTION) | |||||
| 17 | Processing and approval of the following applications:- | ||||
| a. Building Plan (New Building) - 40 days. | |||||
| b. Building Plan (Amendment) - 40 days | 89% | 100% | 95% | 98% | |
| c. Occupational Permit - 2 working days | 100% | 100% | 100% | 100% | |
| (a) - (c) on condition all documents are complete and complied with Council's and other agencies conditions and requirements. | 100.00% | 100% | 100% | 94% | |
| LAW AND ENFORCEMENT DIVISION | |||||
| 18 | Advertisement Permits shall be processed and approved within 7 working days if all conditions are complied with. | ||||
| PLANNING AND DEVELOPMENT DIVISION (LANDSCAPING SECTION) | 100% | 100% | 100% | 100% | |
| 19 | Maintenance of Council's Recreational Parks and Playgrounds - twice a month | ||||
| 100% | 100% | 100% | 100% |
