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Piagam Pelanggan

Client's Charter Achievement

31 October, 2022

SEPTEMBER AND OCTOBER 2025

NO

MAIN SERVICES

TYPE OF SERVICES DELIVERED TO CLIENTS

TARGETS

ACHIEVEMENTS

 TARGETS ACHIEVEMENTS
SEPTEMBER SEPTEMBER (%) OCTOBER OCTOBER (%)

1.

 

Cashier Counter Service

 

Average waiting time at the payment counter per transaction per bill Is limited to twenty (20) minutes for peak hours and ten (10) minutes for non peak hours.

-

-

-

 -

2.

Building Plan Application   

Building Plan Application will be processed within thirty seven (37) days. 

68

95.59%

 77 89.61%

3.

Engineering Plan Application

Application for Engineering plan involving Road and Drainage Plan and Earthworks Plan will be decided within a period not exceeding eighty (80) days and Street Lighting Plan not exceeding a period of thirty-three (33) days subject to  all the submitted documents  are complete and in order as well as comply with the Council’s conditions.

 

Road and Drainage Plan Recommendation (80 days)

Street Lighting Plan Recommendation (33 days)

Earthworks Plan Recommendation (80 days)

 

 

 

 

 

 

 

 

 

 

 

 

 

2

 

1

 

 

4

 

 

 

 

 

 

 

 

 

 

 

 

100%

 

100%

 

 

100%

 

 

 

 

 

 

 

 

 

 

 

 

4

 

3

 

 

3

 

 

 

 

 

 

 

 

 

 

 

 

100%

 

100%

 

 

100%

4.

Road Digging Permit Application

Approval for Road Digging Permit application will be given within seven (7) days subject to  all the conditions of the Department are complied.

6

100%

 7 100%

5.

Planning Permission Application

Application for Planning Permission whether simultaneously or separately will be processed and decided  within 158 days. 

12

 

 

 

 

100%

 

 

 

 

16

 

 

 

 

87.50%

 

 

 

 

6.

Landscape Plan Application

Application for approval of Landscape Plan submitted to the One Stop Centre(OSC) Committee will be decided within one (1) month.

1

100%

 3 100%

7.

Property Valuation

All properties will be completely assessed from the date of receipt of the notice within six(6) months

35

100%

 49 100%

8.

Search and Enquiries on Assessment Rates

All search and enquiries on assessment rates will be answered within seven (7) days

 1,301

100%

1,375

 100%

9.

Control and Prevention of Infectious Disease

Actions for effective control and prevention of infectious disease will be carried out five (5)  days  a week.

523

100%

 964        100% 

10.

Animal Slaughtering and Meat Inspection Process

All process for animal slaughtering and meat inspection at the Council’s Abattoir will be carried out within two (2) hours.

 

Lembu

Kambing

 

 

 

 

 

 

53

79

 

 

 

 

 

 

100%

100%

 

 

 

 

 

 

53

123

 

 

 

 

 

 

100%

100%

NO

MAIN SERVICES

TYPE OF SERVICES DELIVERED TO CLIENTS

TARGETS

ACHIEVEMENTS

 TARGETS ACHIEVEMENTS
SEPTEMBER

SEPTEMBER (%)

 OCTOBER OCTOBER (%)

11.

Application for Licence

(i)   Food Establishment Licence, Places  of Public Entertainment Advertisement, Garage, Trade, Business and Industry Licence

 

(ii)  Temporary Garage/Seasonal  Stall Licence

(i)Application for Food Establishment Licence, Advertisement for Places of Public Entertainment, Garage, Trade, Business and Industry Licence will be decided within four (4) weeks. 
 

 

(ii)Application for temporary stall/seasonal stall licence that has been approved and licence issued within one (1) day.

 

267

 

 

 

 

 

 

44

 100%

 

 

 

 

 

 

100%

 

258

 

 

 

 

 

 

201

100%

 

 

 

 

 

 

100%

12.

Complaints Handling :

(i)    Garbage

 

 

 

(ii)  Roads/ Drains      

 

 

 

(iii) General

 

 

 

 

(iv)  Feedback to  clients

Action on complaints regarding uncollected garbage on collection day will be taken within 24 hours.

 

Action on complaints regarding clogged drains and roads not swept will be taken within 24 hours.

 

All complaints via letter, face to face, telephone, web site and email will be acknowledged and channeled to the relevant departments on the same day.

 

Feedback will be given to clients within five (5) working days from the date of receipt of complaint.

142

 

 

 

113

 

 

 

 

30

 

 

 

 

357

 

100%

 

 

 

100%

 

 

 

 

100%

 

 

 

 

100%

184

 

 

 

133

 

 

 

 

30

 

 

 

 

415

100%

 

 

 

100%

 

 

 

 

100%

 

 

 

 

100%

13.

General  Legal Enquiry

Replies to all legal enquiries will be given within fourteen (14) days.

14

 100% 19 100%

NO

MAIN SERVICES

TYPE OF SERVICES DELIVERED TO CLIENTS

TARGETS

ACHIEVEMENTS

 TARGETS ACHIEVEMENTS

SEPTEMBER

 SEPTEMBER (%)

 OCTOBER OCTOBER (%)

14.

Technical Comments/ Views on Legal Matters

Technical Comments/ Views will be submitted within fourteen (14) days. 

21

100%

 18 100%

15.

Enquiry Counter Service

All visitors to the enquiry counter will be quickly and efficiently entertained within a period not exceeding three (3) minutes.

3,355

100%

4,039

 100%

16.

Recreational Activities

Enliven the park’s environment through recreational activities at the City Park where activities are held 84 times a month as follows:-

 

  1. Aerobics  ( 12 times a month)
  2. “Taichi” (20 times  per month)
  3. Archery (8 times per month)
  4. Line Dance (16 times per month)
  5. Ballroom Dancing (4 times per month)
  6. 'Xiang Gong' (20 times per month)
  7. “Senam Seni” ( 4 times per month)

 

 17

 

26

18

 

4

 

26

 

9

100%

 17

 

27

18

 

5

 

27

 

8

 

 

 

 

 100%

17.

Bookings for Council’s Parks/ Fields/ Complexes

Bookings for Community Halls, Public Fields, Public and Recreational Parks, Balik Pulau Sports Complex and City Stadium will be decided immediately and application via letters will be replied within one (1) week to two (2) weeks.

1,760

100%

 1,528 100%