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

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Official Portal OfCity Council of Penang island

Piagam Pelanggan

Client's Charter Achievement

31 October, 2022

JUNE AND JULY 2025

NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS		TARGETS	ACHIEVEMENTS	TARGETS	ACHIEVEMENTS
NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS		JUNE	JUNE (%)	JULY	JULY (%)
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.		-	-	122,030	100%
2.	Building Plan Application	Building Plan Application will be processed within thirty seven (37) days.		75	96.00%	68	97.05%
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)		3 1 6	100% 100% 100%	5 - 7	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.	23	100%	13	100%
5.	Planning Permission Application		Application for Planning Permission whether simultaneously or separately will be processed and decided within 158 days. Applications for Planning Permission either simultaneously/based will be processed and decided within 77 days. – ILCS (SPPM)	15 -	100% -	15 -	100% -
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.	3	100%	3	100%
7.	Property Valuation		All properties will be completely assessed from the date of receipt of the notice within six(6) months	94	100%	516	100%
8.	Search and Enquiries on Assessment Rates		All search and enquiries on assessment rates will be answered within seven (7) days	2,125	100%	2,178	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.	341	100%	584	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	78 15	100% 100%	53 58	100% 100%

NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS	TARGETS	ACHIEVEMENTS	TARGETS	ACHIEVEMENTS
NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS	JUNE	JUNE (%)	JULY	JULY (%)
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.	232 42	100% 100%	335 37	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.	155 174 30 461	100% 100% 100% 100%	168 163 30 434	100% 100% 100% 100%
13.	General Legal Enquiry	Replies to all legal enquiries will be given within fourteen (14) days.	10	100%	5	100%

NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS	TARGETS	ACHIEVEMENTS	TARGETS	ACHIEVEMENTS
NO	MAIN SERVICES	TYPE OF SERVICES DELIVERED TO CLIENTS	JUNE	JUNE (%)	JULY	JULY (%)
14.	Technical Comments/ Views on Legal Matters	Technical Comments/ Views will be submitted within fourteen (14) days.	30	100%	26	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.	3,197	100%	3,792	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:- Aerobics ( 12 times a month) “Taichi” (20 times per month) Archery (8 times per month) Line Dance (16 times per month) Ballroom Dancing (4 times per month) 'Xiang Gong' (20 times per month) “Senam Seni” ( 4 times per month)	18 25 17 4 25 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.	1,798	100%	1,904	100%