Official Portal of City Council of Penang Island - Client's Charter

Skip to main content

Official Portal OfCity Council of Penang island

Piagam Pelanggan

Clients Charter

31 October, 2022

Management Services Department

No.	Charter/Standard
1.	All visitors to the information counter will be given prompt and efficient service within a waiting period not exceeding three (3)minutes.
2.	All complaints regarding the Council will be channelled to the Council’s departments on the same day and acknowledgement of receipt will be given to complainants within three (3) days. Feedback will be given to complainants within five (5) working days from the date of complaints.
3	Duly completed application received from Departments regarding confirmation in service of staff will be processed within fourteen (14) days.
4.	Interviews to fill vacancies will be held within fourteen (14) days from the date of approval of the shortlisted candidates.
5.	Applications for permit to take out scrap materials from industrials zones will be processed within twoe (2) days from the date of application.
6.	Applications for free industrial zone annual pass will be processed within one (1) day from the date of application
7.	Enforcement action will be taken within three (3) weeks from the date of receipt from the Departments.
8.	Advisory service on ICT will be given within seven (7) working days from the date the request is received.
9.	Process and approve applications to attend training/ courses/ seminar/ convention within and outside the state within seven (7) working days from the date of receipt applications.
10.	Arrange and coordinate the Council’s Ordinary Meeting to be held at least once a month as well as prepare minutes of meeting within seven (7) days after the date the meeting was held.
11.	Technical comments / opinion will be submitted within fourteen (14) days.
12.	Payment voucher will be prepared and submitted to the Treasury Department within seven (7) days from the date of receipt of invoice

Treasury Department

No.	Charter/Standard
1.	Rates will be prepared and sent by post to ratepayers twice (2) a year i.e. 10th January and 10th July
2.	Waiting time for payment of bill at the cashier’s counter is limited to twenty (20) minutes for peak period and ten (10) minutes for non peak period
3.	Payment to Council’s suppliers and contractors will be processed and cheques prepared within seven (7) days from the date of receipt of duly completed invoice from Department for payment.
4.	Checks on parking meters and car parks signboards will be carried out four (4) times a month
5.	Checks on parking lots will be carried out four (4) times a month.
6.	Annual Accounts will be finalised in March the following year.
7.	Prepare payment within fourteen (14) days.
8.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Public Health Department

No.	Charter/Standard
1.	Action for effective control and prevention of infectious diseases will be carried out five days a week.
2.	Action for epidemic control will be taken within twenty four (24) hours after the outbreak of an epidemic
3.	Inspection for purposes of controlling cleanliness of food premises will be carried out a rate of thirty(30) premises per month.
4.	Promoting awareness and changing public attitude towards positive values of public health through talks which to be held twenty(20) times a month and two (2) exhibitions per month.
5.	All slaughtering of animals and meat inspection process at the Council’s Abattoir will be carried out within two(2) hours.
6.	All slaughter permits(Special Licence) will be issued immediately after the application is received.
7.	Technical comments/opinion will be submitted within fourteen(14) days.
8.	Payment voucher will be prepared and submitted to the Treasury Department within seven(7) days of receipt of invoice.
9.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Licensing Department

No.	Charter/Standard
1.	Application for food establishment licence,places of public entertainment licence,garage licence,trade,business and industrial licence as well as licence for stalls on private land will be decided within four(4) weeks and licence issued within seven(7) days.
2.	Application for stall licence in eating shops will be approved and licence issued within seven(7) working days.
3.	Application for market stall site/complex/temporary hawkers’ sites licences will be issued within fourteen (14) days from the interview date.
4.	Application for temporary stall licence/ seasonal stall licence will be approved and licence issued within one (1) day.
5.	Application for banners/ streamers licence will be decided within four (4) working days and licence issued within one (1) working day.
6.	Application for dog licence/ non motorized vehicle licence will be decided immediately.
7.	Technical comments/ opinion will be submitted within fourteen (14) days.
8.	Payment voucher will be prepared and submitted to the Treasury Department within seven (7) days from the date of receipt of invoice.
9.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Urban Services Department

No.	Charter/Standard
1.	Action will be taken within 24 hours on complaints regarding garbage not collected on collection day.
2.	Action will be taken within 48 hours on complaints regarding clogged drains and litter on the road.
3.	All solid waste are collected and removed according to the following schedule:- i. Daily for commercial premises ii. 3 times a week for residential premises
4.	All solid waste are collected and removed according to the schedule i.e. daily except Sundays for high rise buildings
5.	All drains and roads are cleansed according to the following schedule:- i. Daily for major drains ii. 3 times a week for other areas
6.	Cleaning of Council’s owned public toilets at least once a day.
7.	Preparing voucher and submitting it to the Treasury Department within seven (7) days from the date of receipt of invoice.
8.	Action will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of complaints.

Building Department

No.	Charter/Standard
1.	Building Plan application for Build then Sell ,High Impact,Foreign Investment and Government Projects will be processed within four (4) months and normal Building Plans will be processed within six (6) months.
2.	Application for approval of Straightforward Building Plans(On the Spot Approval) will be processed immediately and decision given within fourteen(14) days.
3.	Applications for Renewal Plans will be processed immediately (On the Spot Approval) and decision given within fourteen(14) days.
4.	Application for Commencement of Work will be processed immediately and decision given within three(3) days.
5.	Application for Occupation Certificate will be processed and decided within fourteen(14) working days.
6.	Planning Application for change of use of building will be processed and decided within three(3) months.
7.	Application for permit plan received will be processed and decided within seven(7) days.
8.	Application for permit to repair building will be processed and decided within seven(7) days
9.	Technical comments/opinionwill be submitted within fourteen(14) days.
10.	Payment voucher will be prepared and submitted to the Treasury Department within seven(7) days from the date of receipt of invoice
11.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Engineering Department

No.	Charter/Standard
1.	Application for Engineering plans involving Drain and Road Plans,Street lighting Plan,Earthworks Plan and Sanitary Plan will be decided within a period not exceeding fifty(50) days provided all documents submitted are complete and in order as well as in compliance with all the Council’s conditions.
2.	Recommendation for Occupation Certificate will be made within ten(10) working days.
3.	Approval for Road Digging Permit will be issued within seven(7) days subject to compliance with all the Department’s conditions.
4.	Technical comments/opinion willl be submitted within twenty five(25) days.
5.	Payment voucher will be prepared and submitted to the Treasury Department within seven (7) days from date of receipt of invoice.
6.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Development Planning Department

No.	Charter/Standard
1.	Planning Permission application for Build then Sell, High Impact, Foreign Investment and Government projects whether simultaneous / separately will be processed and decided within four (4) months.
2.	Planning Permission application for Sell then Build projects whether simultaneous / separately will be processed and decided within six (6) months.
3.	Application for approval of Subdivision Plan, Assign and Alienation will be processed and approved within two (2) months.
4.	Application for extension of Planning Permission Plan will be approved on the spot and approval given within one (1) month.
5.	Application for approval of Landscape Plan submitted to the One Stop Centre (OSC) Committee will be decided within one (1) month.
6.	Recommendation for Occupation Certificate will be made within seven (7) days.
7.	Technical comments / opinion will be submitted within fourty (40) days.
8.	Payment voucher will be prepared and submitted to the Treasury Department within seven (7) days from the date of receipt of invoice
9.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Valuation & Property Management Department

No.	Charter/Standard
1.	All properties will be assessed from the date of receipt of notice within six (6) months.
2.	All application for refund/ remission of rates will be decided within two (2) months
3.	All application for exemption of rates will be decided within two (2) months.
4.	All application for transfer of ownership will be decided within foue (4) weeks.
5.	All search and enquiries on assessment rates wiil be replied within seven (7) days.
6.	All application for amendment to the valuation list will be decided within seven (7) days
7.	Application for the rental of Council’s properties will be decided within one (1) month.
8.	Recommendation for issue of Occupation Certificate to the Building Department will be made within seven (7) days from the date of receipt of memo from the Building Department.
9.	Technical comments / opinion will be submitted within fourteen (14) days.
10.	Payment voucher will be prepared adn submitted to the Treasury
11	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Community Services Department

No.	Charter/Standard
1.	Organise at least two (2) international level tourism events professionally in accordance with the organisation’s and foreign participants’ relationship.
2.	Always run the recreational activities.
3.	Application for bookings of community halls, public fields & recreation parks, Balik Pulau Complex and City Stadium will be decided immediately and written applications will be replied within two (2) to one (1) week.
4.	Suppliers’ and contractor’s claims will be processed for payment within fourteen (14) days (including public holidays).
5.	Maintain recreation and public parks daily to achieve zero complaint
6.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.
7.	All visitors to the information counter will be given prompt, efficient and courteous service.

Legal Unit

No.	Charter/Standard
1.	Works, supply and service contract will be prepared within seven (7) days.
2.	Nominal and tenancy agreement will be prepared within a period not exceeding seven (7) days
3.	All enquiries on legal matters will be answered within fourteen (14) days.
4.	Technical comments / opinion will be submitted within fourteen (14) days.
5.	Payment voucher will be prepared and submitted to the Treasury Department within seven (7) days from the date of receipt of invoice
6.	Action on complaints received will be taken within two (2) working days and reply will be given within three (3) working days from the date of receipt of the complaint.

Internal Audit Unit

No.	Charter/Standard
1.	Convening monthly meeting for Audit Unit Management.
2.	Auditing functions are carried out systematically and in compliance with specifications for management and financial audit to be prepared within twenty one (21) working days.
3.	Auditing functions are carried out systematically and in compliance with specifications for follow up audit to be prepared within seven (7) working days.
4.	Auditing functions are carried out systematically and in compliance with specifications for surprise auditing to be prepared within one (1) working day.
5.	Prepare and produce a balanced and free audit report for managemet and financial audit to be prepared within seven (7) working days.
6.	Prepare and produce a balanced and free audit report for follow up audit to be prepared within four (4) working days.
7.	Prepare and produce a balanced and free audit report for surprise auditing to be prepared within one (1) working day.
8.	Take follow up action and monitor Departments / Sections to enable audit queries to be submitted within seven (7).
9.	Take actions on the instruction of the Municipal President to carry out auditing or checks on an ”ad hoc“ basis and submit report within seven (7) working days.
10.	Prepare Internal Audit Report before the end of January the following year.

Heritage Conversation Department

No.	Charter/Standard
1.	Planning Permission application via heritage pre consultation plan will be processed within two (2) months.
2.	Building plan application via heritage pre consultation plan will be processed within two (2) months.
3.	Application for permit plan/ permit to repair of buildings will be processed and decided within fourteen (14) working days.
4.	Technical comments/views for Advertisement Board (Licence) will be given within fourteen (14) working days from the date of receipt of letter/memo.
5.	Preparing payment voucher and submitting it to the Treasury Department within seven (7) days from the date of receipt of invoice.
6.	Action will be taken within two (2) working days and reply given within three (3) working days from the date of receipt of complaint.

Commisioner Building Department

No.	Charter/Standard
1.	Ensure that the developer holds the first Annual General Meeting (AGM) for the establishment of the Joint Management Body (JMB) within 12 months after delivery of vacant possession.
2.	Issue certificate of recommendation for the establishment of the Joint Management Body (JMB) within 2 weeks after application is received.
3.	Ensure that management body (JMB/MC) calls for the annual general meeting (AGM) within a period not exceeding 15 months from the date of the previous meeting.
4.	Ensure that the management body (JMB/MC) submit the minutes of the annual general meeting (AGM) / audited statement of account within 28 days after the AGM is held.
5.	Confirm the issuance of certificate of establishment of management corporation (MC) within 2 weeks after letter is received from the Lands and Mines Office (PTG).
6.	Prepare payment voucher and submitting it to the Treasury Department within seven (7) days from the date of receipt of invoice.
7.	Action will be taken within two (2) working days and reply given within three (3) working days from the date of receipt of complaint.

Enforcement Department

No.	Charter/Standard
1.	Reply will be given to the complainant within 3 days (working days) upon completion of investigation on complaints regarding compound issued for parking.
2.	Action will be taken within 24 hours on complaints regarding traffic obstruction and obstruction in parking lots to remove/ tow/ issue summons.
3.	Requests requiring action by Government Agencies and Departments within the Council will be coordinated for operation within fourteen (14) working days.
4.	Prepare payment voucher and sending it to the Treasury Department within seven (7) days from the date of receipt of invoice.
5.	Action will be taken within two (2) working days on complaints received and reply will be given within three(3) working days from date of receipt of complaint.

Landscape Department

No.	Charter/Standard
1.	Landscape plan applications will be processed within thirty seven (37) days.
2.	Applications for landscape work completion certificates will be processed and decided within fourteen (14) working days.
3.	Review for applications for permits to start earthworks received from applicants will be processed and decided within fourteen (14) days.
4.	Reviews for planning permission applications (basic reviews) will be given within forty (40) days.
5.	Complaints about fallen trees will be acted upon within 24 hours.
6.	Prepare a payment voucher and deliver it to the Treasury Department within seven (7) days from the date of receipt of the invoice.
7.	Complaints received will be acted upon within two (2) working days and an answer will be given within three (3) working days from the date of receipt of the complaint.