CUSTOMER CHARTER YEAR 2024
Legal Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JUU 1
|
Complete the standard rental agreement within fourteen (14) working days from the date the agreement is received |
14 working days |
| 2 |
JUU 2 |
Complete the supply/service/work agreement within thirty (30) working days from the date the agreement is received |
30 working days |
| 3 | JUU 3 |
Provide advance notice to the insurance operator within seven (7) working days from the date the complete claim document is received |
7 working days |
Finance Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER |
PERIOD |
| 1 |
JKEW 1 |
Updating payment transactions through internet banking services and the Pos / Posonline office network within three (3) working days from the date of payment |
3 working days |
| 2 |
JKEW 2 |
Resolve payment claims / deposit money to contractors / suppliers / depositors within seven (7) working days from the date the complete documents are received at the Finance Department |
7 working days |
Managemenet Services Department
| BIL |
ABBREVIATION |
KEY PERFORMANCE INDICATOR (KPI) |
PERIOD |
| 1 |
JKP 1 |
Carry out the filling of positions from the date of approval of the authorization letter excluding reserve candidates within six (6) months |
6 months |
| 2 |
JKP 2 |
Issuing the re-appointment letter of the contract appointed officer 14 days before the end of the contract |
14 days before the end of the contract |
| 3 | JKP 3 |
Submit mandatory retirement pension documents to JPA within three (3) months before the retirement date | 3 months before the retirement date |
| 4 | JKP 4 |
Managing the Grant of Pensionable Status (PTB) of officers whose positions have been confirmed to JPA after completing 3 years of service (excluding officers whose probationary period has been extended) within one (1) month | 1 month |
| 5 | JKP 5 | Implement a time-based promotion process based on excellence after completing TBK1/TBK2 within three (3) months | 3 months |
| 6 | JKP 6 | Implement the actual promotion process within three (3) months after the vacancy | 3 months after the vacancy |
| 7 | JKP 7 | Ensure 70% of staff attend seven (7) days of courses per year | 70% of staff per year |
| 8 | JKP 8 | Conduct counseling sessions at least four (4) sessions per month | 4 sessions per month |
| 9 | JKP 9 | Prepare movable asset reports to be presented in the Government Movable Asset Management Committee Meeting (JKPAK) four (4) times a year | 4 times a year |
| 10 | JKP 10 | Process payment claims for completed government orders received within seven (7) working days | 7 working days |
| 11 | JKP 11 | Process outgoing and incoming mail within one (1) working day | 1 working |
| 12 | JKP 12 | Managing the Standing Committee Meeting every month | Every month |
Valuation & Property Management Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
JPPH 1 |
Notify the owner of the property tax appeal / objection decision within three (3) days after the decision of the Plenary Meeting. |
3 days after the decision of the Plenary Meeting. |
| 2 |
JPPH 2 |
Process individual Form I/J transfer applications after receipt of the completed form within ten (10) minutes. |
10 minutes |
| 3 |
JPPH 3 |
Notify the result of the premises rental application after the interview date within five (5) working days from the date of the Full Meeting. | 5 working days from the date of the Full Meeting. |
| 4 | JPPH 4 |
Process hall and court rental applications after receipt of the completed form within ten (10) minutes. |
10 minutes |
Development Planning Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | TEMPOH |
| 1 |
JPP 1
|
Certify a planning permission plan that has been completed and complies with the approval conditions within seven (7) working days. |
7 working days |
| 2 |
JPP 2 |
Notify the decision of park name/building name/street name after the minutes of the meeting are received within seven (7) working days. |
7 working days |
| 3 | JPP 3 |
Updating committed development data after receiving a plan to pass planning permission from Planning Control within seven (7) working days | 7 working days |
| 4 | JPP 4 |
Hold IPMC (Industrial Park management Committee) meetings/programs with manufacturers/agencies four (4) times a year |
4 times a year |
| 5 | JPP 5 |
Organize programs or projects related to low-carbon community initiatives and green neighborhoods with the community six (6) times a year |
6 times a year |
| 6 | JPP 6 |
Issuing the employee dormitory application approval letter to the applicant within seven (7) working days after receiving confirmation from the head of the department | 7 working days |
Licensing Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JPL 1
|
Issuance of Business Premises Licenses and Risk-Free Advertisements within one (1) working day |
1 working day |
| 2 |
JPL 2 |
Issuance of Business Premises Licenses and Risky Advertisements within 30 working days |
30 working days |
| 3 | JPL 3 |
Process the change of owner's name or company name of business premises license and advertisement within one (1) working day | 1 working day |
| 4 | JPL 4 |
Obtain approval of business premises license meetings and advertisements within 90 working days |
90 working days |
| 5 | JPL 5 | Issuing a Temporary License (Promotion) within seven (7) working days |
7 working days |
| 6 | JPL 6 | Issuing a temporary hawker's License within seven (7) working days |
7 working days |
| 7 | JPL 7 | Issuing static hawker licenses (Stalls, Arcades And Markets) within one (1) working day |
1 working day |
| 8 | JPL 8 | Issuing a static hawker License (Market Per Day) within one (1) working day |
1 working day |
| 9 | JPL 9 | Issuing a hawker's license (Static Stall) within one (1) working day |
1 working day |
| 10 | JPL 10 | Issuing a static hawker License (Centralized Hawker) within one (1) working day |
1 working day |
| 11 | JPL 11 | Issuing a static hawker's License (Private Stall) within one (1) working day |
1 working day |
| 12 | JPL 12 | Obtain the approval of the hawker license meeting within 60 working days | 60 working days |
| 13 | JPL 13 | Issuing a dog license within 60 working days |
60 working days |
| 14 | JPL 14 | Issuing mobile hawker licenses within seven (7) working days |
7 working days |
Engineering Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER | PERIOD |
| 1 |
JK 1
|
Issuing a Certificate of Completion of Work (CPC) for work contracts carried out through Tenders and Quotations to contractors from the date the work is certified complete within 14 working days. |
14 working days |
| 2 |
JK 2 |
Notify the decision of the OSC Committee Meeting within seven (7) working days for the plan application after the minutes of the meeting are received as follows: - Land Work Plan / Infrastructure - Earthwork / Infrastructure Amendment Plan - Street Light / Signal Light / Playground Light Plan |
7 working days |
| 3 | JK 3 |
Provide comments to technical agencies within (14) working days for the following: - Traffic Impact Assessment (TIA) Report - Certificate of Completion and Compliance (CCC) - Design of Public Facilities |
14 working days |
| 4 | JK 4 |
Action on complaints to repair damage to infrastructure/public facilities Type of damage: Emergency Case - 24 hours Minor Damage - 14 working days Major Damage - 60 working days |
- Emergency Case (24 hours) - Minor Damage (14 working days) - Major Damage (60 working days) |
Landscape Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JL 1 |
Issuing a notification letter of the result of the application for ordering flower tree decorations within seven (7) working days after the application is received |
7 working days |
| 2 |
JL 2 |
Carry out felling / pruning actions based on complaints within 14 working days after the complaint is received |
14 working days |
| 3 | JL 3 |
Submit a support response for the application for the issuance of support for the Certificate of Occupancy (CCC) G21 land view within 14 working days after the application is fully received and distributed by the one-stop central unit (OSC) to the department |
14 working days |
| 4 | JL 4 |
Carry out landscape maintenance of community sites and city parks two (2) times a month |
2 times a month |
| 5 | JL 5 | Notify the results of the one-stop central committee (OSC) meeting for landscape plan applications within seven (7) working days after the minutes of the meeting are received |
7 working days |
| 6 | JL 6 | Carry out the cleaning of fallen trees and shards within 24 hours after the complaint is received |
24 hours |
| 7 | JL 7 | Submit a response to the Mutiara Rini City Forest site rental application within seven (7) working days after the application is received |
7 working days |
Buildings Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JB 1
|
Notify the decision of the One Stop Central Committee (OSC) Meeting for the Building Plan application after the minutes of the meeting are received within seven (7) working days |
7 working days |
| 2 |
JB 2 |
Notify the decision of the Additional Plan application to the One Stop Central Committee Meeting (OSC) from the date of receipt of the complete application within 14 working days |
14 working days |
| 3 | JB 3 |
Conduct enforcement and monitoring after the date of receipt of Certificate of Completion and Compliance (CCC) – Form F for housing projects within 90 working days |
90 working days |
| 4 | JB 4 |
Consider the decision of the Temporary Permit application to the One Stop Central Committee Meeting (OSC) from the date of receipt of the complete application within 14 working days |
14 working days |
Corporate & Property Management Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JKPA 1
|
Provide counter service and good service within 25 minutes during normal hours and no later than 60 minutes during peak hours |
25 minutes during normal hours
60 minutes during peak hours |
| 2 |
JKPA 2 |
Channeling public complaints to the relevant Department/Division/Unit from the date the complaint is received within 24 working hours |
24 working hours |
| 3 | JKPA 3 |
Send a complaint response within 24 working hours from the date the department gives feedback |
24 working hours |
| 4 | JKPA 4 |
Issuing confirmation of receipt of customer complaints within 24 working hours from the date the complaint is received |
24 working hours |
| 5 | JKPA 5 |
Issuing a visit response letter to an external agency within at least two (2) working days from the date of the relevant department's confirmation letter |
2 working days |
| 6 | JKPA 6 |
Exhibit MBIP activities/programs and external agencies on media sites within 24 working hours at the latest from the date the material is received |
24 working hours |
Public Health Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JKA 1
|
Carry out the control and destruction of dengue fever cases from the date of notification received from the Johor Bahru District Health Office within two (2) working days. |
2 working days |
| 2 |
JKA 2 |
Refer complaints related to municipal services to the Solid Waste Management and Public Cleaning Corporation (PPSPPA) within seven (7) working days. |
7 working days |
| 3 | JKA3 |
Carry out the destruction of LILATI insects including caterpillars, bees and wasps within two (2) working days after the complaint is received. | 2 working days |
| 4 | JKA 4 |
Ensure that the cleaning of empty or residential houses is done by an appointed annual contractor within fourteen (14) days after the nuisance notice expires. | 14 working days |
Enforcement Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JPKU 1
|
Hand over confiscated goods or vehicles to the owner within one (1) working day after meeting the conditions |
1 working day |
| 2 |
JPKU 2 |
Carry out public complaint investigations within 14 working days |
14 working days |
| 3 | JPKU 3 |
Approve seasonal parcel applications within five (5) working days |
5 working days |
Community Development Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER | PERIOD |
| 1 |
JPM 1
|
Process Iskandar Puteri City Council sports participation in the tournament within 14 working days from the date the letter is received at the department |
14 working days |
| 2 |
JPM 2 |
Implement programs/activities involving the supply and dissemination of information at least once every one (1) year |
Once a year |
| 3 | JPM 3 |
Ensure that each council member carries out activities/programs at least two (2) times a year |
2 times a year |
| 4 | JPM 4 |
Process and notify applications for ordering event entertainment equipment within seven (7) working days |
7 working days |
Information Technology Department
| BIL |
ABBREVIATION |
KEY PERFORMANCE INDICATOR (KPI) |
PERIOD |
| 1 |
JTM 1 |
Update the MBIP's official portal page within four (4) working days |
4 working days |
| 2 |
JTM 2 |
Resolve ICT maintenance complaints that do not require external services within three (3) working days |
3 working days |
| 3 |
JTM 3 |
Implement projects approved by the MBIP ICT Steering Committee at least three (3) projects per year |
3 projects per year |
Internal Audit Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
UAD 1
|
Distribute financial and contract management audit observation reports to auditors within 60 days from the audit end date |
60 days |
| 2 |
UAD 2 |
Distribute performance management and compliance audit observation reports to auditors within 60 days from the end date of the audit | 60 days |
| 3 | UAD 3 |
Distribute the surprise inspection audit observation report to the auditor within seven (7) to 14 days from the date of inspection |
7 to 14 days |
Commissioner Of Buildings Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
COB 1 |
Provide feedback / action within 14 working days from the date of receiving customer complaints |
14 working days |
| 2 |
COB 2 |
Issuing a certificate of establishment of a Joint Management Body (JMB) within 14 working days after receiving complete documents and complying with the conditions | 14 working days |
One Stop Centre Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
OSC 1 |
Process Applications for Planning Permission Plans/Working Plans/Road and Drainage Plans/Building Plans/Street Lighting Plans/Landscape Plans that have been within 38 days to be brought to the consideration of the One Stop Central Committee Meeting (OSC) |
38 days |
| 2 |
OSC 2 |
Distribute the meeting agenda within seven (7) days |
7 days |
| 3 | OSC 3 |
Distribute the meeting call letter at least five (5) days before the meeting date |
5 days |
| 4 | OSC 4 |
Prepare and distribute meeting minutes within five (5) days |
5 days |
CUSTOMER CHARTER YEAR 2023
Legal Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JUU 1
|
Complete the standard rental agreement within fourteen (14) working days from the date the agreement is received |
14 working days |
| 2 |
JUU 2 |
Complete the supply/service/work agreement within thirty (30) working days from the date the agreement is received |
30 working days |
| 3 | JUU 3 |
Provide advance notice to the insurance operator within seven (7) working days from the date the complete claim document is received |
7 working days |
Finance Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER |
PERIOD |
| 1 |
JKEW 1 |
Updating payment transactions through internet banking services and the Pos / Posonline office network within three (3) working days from the date of payment |
3 working days |
| 2 |
JKEW 2 |
Resolve payment claims / deposit money to contractors / suppliers / depositors within seven (7) working days from the date the complete documents are received at the Finance Department |
7 working days |
Management Services Department
| BIL |
ABBREVIATION |
KEY PERFORMANCE INDICATOR (KPI) |
PERIOD |
| 1 |
JKP 1 |
Carry out the filling of positions from the date of approval of the authorization letter excluding reserve candidates within six (6) months |
6 months |
| 2 |
JKP 2 |
Issuing the re-appointment letter of the contract appointed officer 14 days before the end of the contract |
14 days before the end of the contract |
| 3 | JKP 3 |
Submit mandatory retirement pension documents to JPA within three (3) months before the retirement date | 3 months before the retirement date |
| 4 | JKP 4 |
Managing the Grant of Pensionable Status (PTB) of officers whose positions have been confirmed to JPA after completing 3 years of service (excluding officers whose probationary period has been extended) within one (1) month | 1 month |
| 5 | JKP 5 | Implement a time-based promotion process based on excellence after completing TBK1/TBK2 within three (3) months | 3 months |
| 6 | JKP 6 | Implement the actual promotion process within three (3) months after the vacancy | 3 months after the vacancy |
| 7 | JKP 7 | Ensure 70% of staff attend seven (7) days of courses per year | 70% of staff per year |
| 8 | JKP 8 | Conduct counseling sessions at least four (4) sessions per month | 4 sessions per month |
| 9 | JKP 9 | Prepare movable asset reports to be presented in the Government Movable Asset Management Committee Meeting (JKPAK) four (4) times a year | 4 times a year |
| 10 | JKP 10 | Process payment claims for completed government orders received within seven (7) working days | 7 working days |
| 11 | JKP 11 | Process outgoing and incoming mail within one (1) working day | 1 working |
| 12 | JKP 12 | Managing the Standing Committee Meeting every month | Every month |
Valuation & Property Management Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
JPPH 1 |
Notify the owner of the property tax appeal / objection decision within three (3) days after the decision of the Plenary Meeting. |
3 days after the decision of the Plenary Meeting. |
| 2 |
JPPH 2 |
Process individual Form I/J transfer applications after receipt of the completed form within ten (10) minutes. |
10 minutes |
| 3 |
JPPH 3 |
Notify the result of the premises rental application after the interview date within five (5) working days from the date of the Full Meeting. | 5 working days from the date of the Full Meeting. |
| 4 | JPPH 4 |
Process hall and court rental applications after receipt of the completed form within ten (10) minutes. |
10 minutes |
Development Planning Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | TEMPOH |
| 1 |
JPP 1
|
Certify a planning permission plan that has been completed and complies with the approval conditions within seven (7) working days. |
7 working days |
| 2 |
JPP 2 |
Notify the decision of park name/building name/street name after the minutes of the meeting are received within seven (7) working days. |
7 working days |
| 3 | JPP 3 |
Updating committed development data after receiving a plan to pass planning permission from Planning Control within seven (7) working days | 7 working days |
| 4 | JPP 4 |
Hold IPMC (Industrial Park management Committee) meetings/programs with manufacturers/agencies four (4) times a year |
4 times a year |
| 5 | JPP 5 |
Organize programs or projects related to low-carbon community initiatives and green neighborhoods with the community six (6) times a year |
6 times a year |
| 6 | JPP 6 |
Issuing the employee dormitory application approval letter to the applicant within seven (7) working days after receiving confirmation from the head of the department | 7 working days |
Licensing Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JPL 1
|
Issuance of Business Premises Licenses and Risk-Free Advertisements within one (1) working day |
1 working day |
| 2 |
JPL 2 |
Issuance of Business Premises Licenses and Risky Advertisements within 30 working days |
30 working days |
| 3 | JPL 3 |
Process the change of owner's name or company name of business premises license and advertisement within one (1) working day | 1 working day |
| 4 | JPL 4 |
Obtain approval of business premises license meetings and advertisements within 90 working days |
90 working days |
| 5 | JPL 5 | Issuing a Temporary License (Promotion) within seven (7) working days |
7 working days |
| 6 | JPL 6 | Issuing a temporary hawker's License within seven (7) working days |
7 working days |
| 7 | JPL 7 | Issuing static hawker licenses (Stalls, Arcades And Markets) within one (1) working day |
1 working day |
| 8 | JPL 8 | Issuing a static hawker License (Market Per Day) within one (1) working day |
1 working day |
| 9 | JPL 9 | Issuing a hawker's license (Static Stall) within one (1) working day |
1 working day |
| 10 | JPL 10 | Issuing a static hawker License (Centralized Hawker) within one (1) working day |
1 working day |
| 11 | JPL 11 | Issuing a static hawker's License (Private Stall) within one (1) working day |
1 working day |
| 12 | JPL 12 | Obtain the approval of the hawker license meeting within 60 working days | 60 working days |
| 13 | JPL 13 | Issuing a dog license within 60 working days |
60 working days |
| 14 | JPL 14 | Issuing mobile hawker licenses within seven (7) working days |
7 working days |
Engineering Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER | PERIOD |
| 1 |
JK 1
|
Issuing a Certificate of Completion of Work (CPC) for work contracts carried out through Tenders and Quotations to contractors from the date the work is certified complete within 14 working days. |
14 working days |
| 2 |
JK 2 |
Notify the decision of the OSC Committee Meeting within seven (7) working days for the plan application after the minutes of the meeting are received as follows: - Land Work Plan / Infrastructure - Earthwork / Infrastructure Amendment Plan - Street Light / Signal Light / Playground Light Plan |
7 working days |
| 3 | JK 3 |
Provide comments to technical agencies within (14) working days for the following: - Traffic Impact Assessment (TIA) Report - Certificate of Completion and Compliance (CCC) - Design of Public Facilities |
14 working days |
| 4 | JK 4 |
Action on complaints to repair damage to infrastructure/public facilities Type of damage: Emergency Case - 24 hours Minor Damage - 14 working days Major Damage - 60 working days |
- Emergency Case (24 hours) - Minor Damage (14 working days) - Major Damage (60 working days) |
Landscape Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JL 1 |
Issuing a notification letter of the result of the application for ordering flower tree decorations within seven (7) working days after the application is received |
7 working days |
| 2 |
JL 2 |
Carry out felling / pruning actions based on complaints within 14 working days after the complaint is received |
14 working days |
| 3 | JL 3 |
Submit a support response for the application for the issuance of support for the Certificate of Occupancy (CCC) G21 land view within 14 working days after the application is fully received and distributed by the one-stop central unit (OSC) to the department |
14 working days |
| 4 | JL 4 |
Carry out landscape maintenance of community sites and city parks two (2) times a month |
2 times a month |
| 5 | JL 5 | Notify the results of the one-stop central committee (OSC) meeting for landscape plan applications within seven (7) working days after the minutes of the meeting are received |
7 working days |
| 6 | JL 6 | Carry out the cleaning of fallen trees and shards within 24 hours after the complaint is received |
24 hours |
| 7 | JL 7 | Submit a response to the Mutiara Rini City Forest site rental application within seven (7) working days after the application is received |
7 working days |
Buildings Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JB 1
|
Notify the decision of the One Stop Central Committee (OSC) Meeting for the Building Plan application after the minutes of the meeting are received within seven (7) working days |
7 working days |
| 2 |
JB 2 |
Notify the decision of the Additional Plan application to the One Stop Central Committee Meeting (OSC) from the date of receipt of the complete application within 14 working days |
14 working days |
| 3 | JB 3 |
Conduct enforcement and monitoring after the date of receipt of Certificate of Completion and Compliance (CCC) – Form F for housing projects within 90 working days |
90 working days |
| 4 | JB 4 |
Consider the decision of the Temporary Permit application to the One Stop Central Committee Meeting (OSC) from the date of receipt of the complete application within 14 working days |
14 working days |
Corporate & Property Management Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JKPA 1
|
Provide counter service and good service within 25 minutes during normal hours and no later than 60 minutes during peak hours |
25 minutes during normal hours
60 minutes during peak hours |
| 2 |
JKPA 2 |
Channeling public complaints to the relevant Department/Division/Unit from the date the complaint is received within 24 working hours |
24 working hours |
| 3 | JKPA 3 |
Send a complaint response within 24 working hours from the date the department gives feedback |
24 working hours |
| 4 | JKPA 4 |
Issuing confirmation of receipt of customer complaints within 24 working hours from the date the complaint is received |
24 working hours |
| 5 | JKPA 5 |
Issuing a visit response letter to an external agency within at least two (2) working days from the date of the relevant department's confirmation letter |
2 working days |
| 6 | JKPA 6 |
Exhibit MBIP activities/programs and external agencies on media sites within 24 working hours at the latest from the date the material is received |
24 working hours |
Public Health Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JKA 1
|
Carry out the control and destruction of dengue fever cases from the date of notification received from the Johor Bahru District Health Office within two (2) working days. |
2 working days |
| 2 |
JKA 2 |
Refer complaints related to municipal services to the Solid Waste Management and Public Cleaning Corporation (PPSPPA) within seven (7) working days. |
7 working days |
| 3 | JKA3 |
Carry out the destruction of LILATI insects including caterpillars, bees and wasps within two (2) working days after the complaint is received. | 2 working days |
| 4 | JKA 4 |
Ensure that the cleaning of empty or residential houses is done by an appointed annual contractor within fourteen (14) days after the nuisance notice expires. | 14 working days |
Enforcement Department
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
JPKU 1
|
Hand over confiscated goods or vehicles to the owner within one (1) working day after meeting the conditions |
1 working day |
| 2 |
JPKU 2 |
Carry out public complaint investigations within 14 working days |
14 working days |
| 3 | JPKU 3 |
Approve seasonal parcel applications within five (5) working days |
5 working days |
Community Development Department
| BIL |
ABBREVIATION |
CUSTOMER CHARTER | PERIOD |
| 1 |
JPM 1
|
Process Iskandar Puteri City Council sports participation in the tournament within 14 working days from the date the letter is received at the department |
14 working days |
| 2 |
JPM 2 |
Implement programs/activities involving the supply and dissemination of information at least once every one (1) year |
Once a year |
| 3 | JPM 3 |
Ensure that each council member carries out activities/programs at least two (2) times a year |
2 times a year |
| 4 | JPM 4 |
Process and notify applications for ordering event entertainment equipment within seven (7) working days |
7 working days |
Internal Audit Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER | PERIOD |
| 1 |
UAD 1
|
Distribute financial and contract management audit observation reports to auditors within 60 days from the audit end date |
60 days |
| 2 |
UAD 2 |
Distribute performance management and compliance audit observation reports to auditors within 60 days from the end date of the audit | 60 days |
| 3 | UAD 3 |
Distribute the surprise inspection audit observation report to the auditor within seven (7) to 14 days from the date of inspection |
7 to 14 days |
Commissioner Of Buildings Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
COB 1 |
Provide feedback / action within 14 working days from the date of receiving customer complaints |
14 working days |
| 2 |
COB 2 |
Issuing a certificate of establishment of a Joint Management Body (JMB) within 14 working days after receiving complete documents and complying with the conditions | 14 working days |
One Stop Centre Unit
| BIL |
ABBREVIATION | CUSTOMER CHARTER |
PERIOD |
| 1 |
OSC 1 |
Process Applications for Planning Permission Plans/Working Plans/Road and Drainage Plans/Building Plans/Street Lighting Plans/Landscape Plans that have been within 38 days to be brought to the consideration of the One Stop Central Committee Meeting (OSC) |
38 days |
| 2 |
OSC 2 |
Distribute the meeting agenda within seven (7) days |
7 days |
| 3 | OSC 3 |
Distribute the meeting call letter at least five (5) days before the meeting date |
5 days |
| 4 | OSC 4 |
Prepare and distribute meeting minutes within five (5) days |
5 days |
