CLIENT CHARTER ACHIEVEMENT 2023
*Client Charter Achievement is updated Quarterly*
| CLIENT CHARTER ACHIEVEMENT 2023 | |||||
| No. | Client Charter | Jan-Mar | April-Jun | Jul-Sept | Okt-Dec |
| GENERAL | |||||
| 1 | a) MPP is committed to provide efficient, fast and friendly customer services | 99.30% | 99.40% | 98.80% | 99.80% |
| 2 | b) Customers at MPP Customer Service Centre shall be entertained within 20 minutes | 99.35% | 99.59% | 98.93% | 99.61% |
| 3 | c) Acknowledgement of receipt of public complaint shall be done within 1 working day | 100.00% | 100.00% | 100.00% | 100.00% |
| 4 | d) The Council shall feedback to the complainant on action(s) taken/ actions to be taken within 3 working days from the date of receipt of the complaint | 100.00% | 100.00% | 100.00% | 100.00% |
| FINANCIAL DIVISION | |||||
| 5 | 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. | 100.00% | 100.00% | 100.00% | 100.00% |
| VALUATION AND RATING DIVISION | |||||
| 6 | Application for Certificate of Clearance of Indebtedness Form G (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. | 97.11% | 96.45% | 94.71% | 96.17% |
| 7 | Holdings shall be referenced and valued for rating purposes within 60 working days from the date of issuance of the Occupation Permit. | 100.00% | 100.00% | 100.00% | 100.00% |
| 8 | Holdings shall be fairly valued for rating purposes. Any objection to Amendment To Valuation List shall be heard within the specified time frame. | 100.00% | 100.00% | 100.00% | 100.00% |
| PUBLIC HEALTH AND MUNICIPAL SERVICES DIVISION | |||||
| Grass Cutting, Drain Clearing & Sweeping Services | |||||
| Frequency of Grass Cutting Services: | |||||
| 9 | a. Village - Once a Month | 99.87% | 99.90% | 100.00% | 100.00% |
| b. Shophouses, Industrial & Residential – Twice a month | |||||
| Frequency of Drain Clearing Services: | |||||
| 10 | a) Village, Industrial & Residential - Once a month | 99.48% | 98.96% | 99.24% | 99.49% |
| b) Commercial & Shop houses - Once in four (4) month | |||||
| Frequency Sweeping Services: | |||||
| 11 | a) Commercial / shop houses - Twice a day | 99.76% | 99.93% | 99.89% | 99.39% |
| 12 | Desludging of septic tank shall be carried out within 7 working days upon receipt of application. | 100.00% | 100.00% | 100.00% | 100.00% |
| 13 | 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. | 100.00% | 100.00% | 100.00% | 100.00% |
| 14 | All Public Toilets are cleaned at least once a day. | 100.00% | 100.00% | 100.00% | 100.00% |
| 15 | 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 | 100.00% | 100.00% | 100.00% | 100.00% |
| 16 | Process and approve applications for other types of miscellaneous occupation licences within 30 working days provided that all supporting documents are complete and all the Council’s and Health requirements are complied with | N/A | N/A | N/A | 100.00% |
| 17 | Renewal of miscellaneous occupation licences (entertainment/lottery/reflexology) shall be processed and approved within 14 working days if all the conditions are complied with. | N/A | N/A | N/A | N/A |
| 18 | Fogging shall be carried out within 24 hours upon receipt of notification of any Dengue Case from Kuching Divisional Health Office | 100.00% | 100.00% | 100.00% | 100.00% |
| 19 | Advertisement Permits shall be processed and approved within 7 working days if all conditions are complied with. | 100.00% | 100.00% | 100.00% | 100.00% |
| 20 | Maintenance of Council's Recreational Parks and Playgrounds - twice a month | 100.00% | 100.00% | 100.00% | 100.00% |
| 21 | Domestic rubbish shall be collected at least twice a week in accordance with the schedule | 99.00% | 91.00% | 98.00% | 98.00% |
| 22 | Inspection for food premises: Once a year | 15.21% | 41.04% | 63.75% | 100.00% |
| ENGINEERING DIVISION | |||||
| Processing and approval of the following applications:- | |||||
| (a) - (c) on condition all documents are complete and complied with Council's and other agencies conditions and requirements. | |||||
| 23 | a. Road permit - 7 working days from the date of payment of the maintenance deposit. | 100.00% | 100.00% | 100.00% | 100.00% |
| 24 | b. Engineering Plan (1st Comment from MPP) - 30 working days. | 100.00% | 100.00% | 100.00% | 100.00% |
| 25 | c. Road Completion Certificate - 7 working days after payment of maintenance deposit. | 100.00% | 100.00% | 100.00% | 100.00% |
| 26 | Council’s development projects shall be completed within the year | 66.20% | 23.40% | 75.00% | 81.80% |
| 27 | Road and drain maintenance in scheduled areas shall be completed within the year | 15.20% | 42.80% | 92.4% | 100.00% |
| PLANNING AND DEVELOPMENT DIVISION (BUILDING & LANDSCAPE SECTIONS) | |||||
| Processing and approval of the following applications:- | |||||
| (a) - (c) on condition all documents are complete and complied with Council's and other agencies conditions and requirements. | |||||
| 28 | a. Building Plan (New Building) - 25 working days. | 86.00% | 94.80% | 100.00% | 100.00% |
| 29 | b. Building Plan (Amendment) - 25 working days | 100.00% | 100.00% | 100.00% | 100.00% |
| 30 | c. Occupational Permit - 2 working days | 72.20% | 100.00% | 100.00% | 98.00% |
| 31 | Application for trimming of trees maintained by Council shall be carried out within 1 month | 57.92% | 92.10% | 83.58% | 68.63% |
| ENFORCEMENT DIVISION | |||||
| 32 | Application for support letter for the parking of heavy vehicle (for approval by Lembaga Pelesenan Kenderaan Perdagangan (LPKP) shall be processed within 7 working days on condition that the supporting documents are provided | 100.00% | 100.00% | 100.00% | 100.00% |
| COMMUNITY DEVELOPMENT & CORPORATE DIVISION (LIBRARY SECTION) | |||||
| 33 | New books shall be processed and displayed for borrowing within 1 month from the date of receipt of the books | N/A | 100.00% | 100.00% | 100.00% |
| Updated on 8.1.2024 | 90.22% | 92.88% | 96.91% | 98.15% | |
