NO.

CLIENT CHARTER

DIVISION

1

Provide appropriate instructions to the investigating officer within 14 working days from the date the Investigation Paper is received.

BUU

2

Handle civil actions of the Ministry by ensuring preliminary actions are taken within 14 working days from the date of receipt of complete documents and information.

BUU

3

Review and/or draft primary/subsidiary legislation before submitting it to the Attorney General's Department for approval within four (4) working weeks, provided the policy and issues have been resolved.

BUU

4

Provide quality legal opinions within 14 working days from the date of receipt of complete documents and information.

BUU

5

Review and draft agreements, instruments, and international documents within 14 working days from the date of receipt of complete documents and information.

BUU

6

Submit an acknowledgment of receipt of integrity complaints to the complainant within five (5) working days from the date the complaint is received (for identified complaints).

UI

7

Notify the complainant of actions taken on integrity complaints within seven (7) working days from the date of the Integrity Information Review Committee meeting (for identified complaints).

UI

8

Inform the officer of disciplinary decisions within seven (7) working days after the Disciplinary Board meeting.

UI

9

Update information on the Ministry’s website/portal within three (3) working days after confirmation by the relevant Division.

UKK

10

Provide Audit Observations within 45 days after the audit is conducted.

BAD

11

Conduct monitoring/special investigations within 14 days after receiving orders from the Controlling Officer.

BAD

12

Submit the Internal Audit Division’s Annual Report to the Malaysian Treasury by March 31 of the following year.

BAD

13

Provide responses for Cabinet Meeting feedback, Parliamentary Questions, and Closing Speech Texts within seven (7) days.

BDPSA

14

Issue approval for a Notice of Sale for business owners within one (1) day from the date of complete application received.

BP

15

Manage and issue Optical Disc Labels to content owners or their authorized agents within three (3) days from the date of complete application received. 

BP

16

Inform of Direct Selling License application decisions within seven (7) working days after all documents/information are received and the Direct Selling Controller’s approval is obtained.

BPJL

17

Issue confirmation letters for the registration of Micro, Small, and Medium Enterprises (MSMEs) to be considered for listing in local and foreign supermarkets within three (3) working days after the application is received.

BPP

18

Notify decisions on the Malaysian Goods Logo application within 30 working days from the date of complete application received.

BPP

19

Issue approval for new and renewal applications for Weighing and Measuring Licenses within seven (7) days after the inspection by the Enforcement Division is completed.

SPIP

20

Issue approval for new and renewal applications for Optical Disc Manufacturing Licenses within 14 days from the date of complete application received.

SPIP

21

Issue approval for new and renewal applications for Repossession Agent Permits within five (5) days after screening results are received from the Royal Malaysian Police (PDRM).

SPIP

22

Issue approval for new and renewal applications for Foreign Company Licenses to conduct Distribution Trade business in Malaysia within 14 days from the date of the main/weekly Distribution Trade Committee (JKPP) meeting decision, after all documents and inquiries are completed.

SPIP

23

Provide feedback on papers/documents/information regarding cost of living proposals from external parties and present them to the KPDN’s top management within 14 working days. 

NACCOL

24

Display daily consumer goods prices collected in the PriceCatcher app before 12:00 noon, including Saturdays and Sundays, except public holidays.

BHBN

25

Provide feedback on price data requests within seven (7) working days from the date the request is received.

BHBN

26

Provide responses to data requests from clients within three (3) working days.

BAED

27

Notify decisions on new/renewal/amendment applications for Petroleum Development Act 1974 (PDA) approvals/Supply Control Act 1961 (CSA) Licenses within seven (7) working days.

BKSP

28

Print and notify the issuance of Petroleum Development Act 1974 (PDA) approvals/Supply Control Act 1961 (CSA) Licenses after payment is received from the applicant within seven (7) working days.

BKSP

29

Process Notice of Appeal filings and applications within three (3) working days from the date of registration. 

TRP

30

Coordinate the hearing of applications and appeals before a panel fairly and equitably within six (6) months from the filing date, in accordance with applicable laws and regulations.

TRP

31

Process Statement of Claim (Form 1) filings within 1 day after receiving a complete application.

TTPM

32

Process Statement of Defense and Counterclaim (Form 2) filings within 1 day after receiving a complete application.

TTPM

33

Issue awards on the same day after the decision is made. 

TTPM

34

Approve Business Activity Registration applications in the MySAFE System within three (3) working days after receiving a complete application.

BSK

35

Approve Notification applications in the MySAFE System within five (5) working days from the date of complete application received.

BSK

36

Approve Clarification Letter applications in the MySAFE System within five (5) working days from the date of complete application received.

BSK

37

Submit acknowledgment of complaint receipt within 1 working day after receiving complete complaint information.

BGK

38

Provide feedback on complaints within 14 working days after the investigation is completed.

BGK

39

Make payment within 10 days for complete claims received.

BKPK

40

Create competency owners in the HRMIS application for new appointments within one (1) working day from the date of complete documents received. 

BPSM

41

Inform approval letters for applications within five (5) working days from the date of decision obtained for service matters such as: [medical financing applications, clothing allowance facility applications, Financial Duty Incentive Payment (BITK) facility applications, Store Management Duty Incentive Payment (BITPS) facility applications].

BPSM

42

Prepare Kew.8 within 14 days from the date complete documents are received for service matters including (appointment confirmation, service confirmation, pensionable status grant, officers transferring out/in).

BPSM

43

Provide initial feedback for ICT complaints within one (1) hour of receipt on working days. 

BPM

44

Issue ICT project application decision letters within 14 working days from the Ministry’s ICT Steering Committee (JPICT) approval and verification through the Public Sector ICT Project Profile System.

BPM

45

Make non-bulk payments within three (3) calendar days from the date of AP504 Payment Instruction.

BA

46

Make bulk payments within five (5) working days from the date of AP504 File received.

BA

47

Process various personal advance and vehicle/computer loan applications within seven (7) working days.

BA

48

Respond to inquiries/complaints related to accounting and finance, including systems, within three (3) working days.

BA