CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2021

NO
CLIENT CHARTER
JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDEC
1Ensure that the planning permission applications are processed efficiently, in an orderly manner, in compliance with all the rules within 30 working days until the One Stop Centre (OSC) Committee Meeting.27/27 100%57/57 100%60/60 100%29/29 100%13/13 100%11/11 100%10/10 100%20/20 100%29/29 100%25/25 100%38/38 100%31/31 100%
2Ensure that the application for the approval of address system is processed efficiently, orderly and in compliance with all the rules within 14 working days until the One Stop Centre (OSC) Committee Meeting.3/3 100%3/3 100%4/4 100%7/7 100%3/3 100%2/2 100%2/2 100%7/7 100%13/13 100%6/6 100%10/10 100%5/5 100%
3Review, prepare and submit comments of land applications / land matters to the Sepang District Land Administration / Selangor State Director of Lands and Mines within 14 working days.8/8 100%24/24 100%22/22 100%43/43 100%20/20 100%0/0 100%6/6 100%12/12 100%29/29 100%12/12 100%22/22 100%15/15 100%
4Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days.8/8 100%32/32 100%47/47 100%26/26 100%15/15 100%5/5 100%6/6 100%28/28 100%28/28 100%20/20 100%27/27 100%27/27 100%
5Ensure processing of landscape plan applications received from One Stop Centre (OSC) Unit is carried out efficiently, in an orderly manner and in compliance with all set of rules approved within 30 working days.03/3 100%10/10 100%3/3 100%7/7 100%1/1 100%3/3 100%3/3 100%2/2 100%9/9 100%8/8 100%5/5 100%
6Reviews on Planning Approval within 14 working days.11/11 100%21/21 100%32/32 100%22/22 100%17/17 100%2/2 100%5/5 100%12/12 100%7/7 100%20/20

100%

18/18

100%

27/27

100%

NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2021
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1.Feedback of public facilities booking (2 working days from the date of receiving application.NILNIL38/38 100%177/177 100%46/46 100%NILNILNIL34/34 100%307/307 100%509/509 100%598/598 100%
2.Process of Purchase Forms (B.P) and Government Orders (L.O) for JPP programmes. (3 working days).9/9
100%
26/26
100%
32/32
100%
73/73
100%
19/19 100%21/21 100%29/29 100%31/31 100%22/22 100%40/40 100%21/21 100%60/60 100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2021
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Prepare draft minutes of Council meetings within 2 working days and distribute minutes of Council meetings within 5 working days from the date of the meeting.1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%1/1 100%
2Process new applications and appointments within 3 months from the closing date of advertisement.NILNILNIL1/1 100%NILNILNILNIL1/1 100%10/10 100%NIL6/6 100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1Process of complete application and in compliance with the technical requirements for approval of earthwork, road & drainage plan will be decided by the One Stop Centre (OSC) Committee Meeting within 30 working days.

1a – Approval of earthworks14/14

100%

8/8

100%

7/7

100%

6/6

100%

1/1

100%

1/1

100%

2/2 100%4/4 100%9/9 100%4/4 100%4/4 100%11/11 100%100%
1b – Road and drainage approval6/6

100%

3/3

100%

14/14

100%

12/12

100%

3/3

100%

0/0

100%

1/1

100%

5/5

100%

2/2

100%

4/4

100%

10/10

100%

4/4

100%

100%
   1c – Approval of earthworks, roads anddrainage6/6

100%

10/10

100%

10/10

100%

3/3

100%

4/4

100%

1/1

100%

2/2

100%

10/10

100%

5/5

100%

6/6

100%

8/8

100%

8/8

100%

100%
2Process of complete application and in compliance with technical requirements for approval public lighting plan will be decided by the One Stop Centre (OSC) Committee Meeting within 30 working days.3/3

100%

7/7

100%

11/11

100%

6/6

100%

7/7

100%

3/3

100%

3/3

100%

3/3

100%

9/9

100%

7/7

100%

5/5

100%

7/7

100%

 100%
3Acknowledgment of a complete structural plan and in compliance with technical requirements will be given in 14 working days.15/15

100%

24/24

100%

20/20

100%

14/14

100%

10/10

100%

0/0

100%

2/2

100%

5/5

100%

23/23

100%

16/16

100%

14/14

100%

20/20

100%

 100%
4Process for approval of road dredging permit and complete route permit will be given within 14 working days14/14

100%

17/17

100%

15/15

100%

14/14

100%

13/13

100%

5/5

100%

9/9

100%

19/19

100%

14/14

100%

15/15

100%

21/21

100%

17/17

100%

 100%
5Reviews on planning approval received from OSC within 14 working days.17/17

100%

26/26

100%

30/30

100%

30/30

100%

25/25

100%

0/0

100%

10/10

100%

19/19

100%

26/26

100%

14/14

100%

15/15

100%

13/13

100%

 100%
6Provide feedback in the e-Aduan system on complaints of damage to roads, drains, street lights, traffic lights and landslide within 48 hours / working day
   6a – Road Damage39/39

100%

40/40

100%

47/47

100%

50/50

100%

35/35

100%

22/22

100%

30/30 100%18/18 100%34/34 100%39/39

100%

46/46

100%

51/51

100%

 100%
   6b – Drain Damage31/31

100%

15/15

100%

21/21

100%

30/30

100%

40/40

100%

25/25

100%

17/17

100%

21/21

100%

33/33

100%

27/27

100%

30/30

100%

25/25

100%

 100%
6c – Street Light Damage72/72

100%

60/60

100%

86/86

100%

109/109

100%

100/100

100%

78/78

100%

49/49 100%97/97 100%70/70 100%73/73

100%

99/99

100%

135/135

100%

100%
6d – Traffic Light Damage6/6

100%

2/2

100%

7/7

100%

11/11

100%

3/3

100%

2/2

100%

3/3

100%

7/7

100%

5/5

100%

10/10

100%

9/9

100%

13/13

100%

 100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUN
1Approve application for payment of assessment tax in installments immediately.= 7 BA = RM30,671 dikutip

100%

= 20 BA =RM105,537 dikutip100%= 22 BA =RM122,781 dikutip100%= 22 BA       = RM1,181,700 dikutip100%= 22 BA       = RM1,181,700 dikutip100%= 2 BA= RM6,555 dikutip

100%

2Process of collateral deposit within 7 days.= 89 BP
RM662,254

100%

=  43 BP          = RM173,042100%= 119BP =RM996,860100%= 112BP       = RM490,752100%= 57BP= RM340,648

100%

= 69BP= RM268,874

100%

3Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days.– 400 bil yang diproses 7
hari
– 0 bil diproses > 7 hari 100%
429 bil yang diproses 7 hari 0 bil diproses>7 hari

100%

529 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

656 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

450 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

476 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

January – June

NOCLIENT CHARTERJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1Approve application for payment of assessment tax in installments immediately.= 2 BA= RM33,651 dikutip

100%

= 8 BA= RM383,445 dikutip

100%

= 11 BA

= RM2,346,518 dikutip

100%

= 8 BA

= RM95,425 dikutip

100%

= 4 BA= RM409,143 dikutip

100%

= 3 BA= RM70,350 dikutip

100%

100%
2Process of collateral deposit within 7 days.= 25BP= RM282,817

100%

= 28BP= RM359,582

100%

= 57BP= RM461,373

100%

= 87BP= RM831,773

100%

= 60BP= RM213,769

100%

= 118BP= RM1,189,723

100%

100%
3Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days.359 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

377 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

469 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

469 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

538 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

784 bil yang diproses 7 hari0 bil diproses

>7 hari

100%

100%

July – December

NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECNUMBER OF ACHIEVEMENT
1Transfer of application submitted with complete documents and in compliance with the conditions at the Valuation Department counter will be processed within 1 day.100%100%100%100%100%100%270/270 100%450/450 100%550/550 100%500/500

100%

730/730

100%

900/900

100%

100%
2Application to change correspondence address submitted together with complete documents and in compliance with the conditions at the Valuation Department counter will be processed within 1 day.570/570 100%600/600 100%510/510 100%680/680 100%400/400 100%75/75 100%270/270 100%450/450 100%550/550 100%500/500

100%

730/730

100%

900/900

100%

100%
3Ensure that remission applications are processed and decided within 1 month after the term ends.DPDP872DPDPDPDPDP813DPDP100%
4Assessment Tax Confirmation Letter is issued within 7 days of the complete application.1755/1755
100%
1754/1754
100%
1539/1539 100%633/633 100%215/215 100%220/220 100%1319/1319 100%2149/2149 100%2385/2385 100%505/505

100%

282/282

100%

1115/1115

100%

100%
5Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department.5/5
100%
9/9
100%
1/1
100%
NIL1/1 100%4/4 100%NIL1/1 100%5/5 100%6/6

100%

5/5

100%

16/16

100%

100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2021
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Preparation of beautiful and tidy decorations for any celebration within 1 day and decorative trees will be unloaded within the following 2 days.NIL1/1100%5/5100%8/8100%1/1100%1/1100%NIL1/1100%1/1100%7/7

100%

3/6

50%

12/14

88%

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
JANFEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1Building Plan Approval
iPublic facilities buildings housing, shops / offices, factories, institutions, complexes within 30 days (as per ISO)1-L
100%
5-L
100%
17-L
100%
11-L
100%
5-L
100%
2-L
100%
2-L
100%
3-L
100%
10-L
100%
8-L
100%
9-L
100%
6-L
100%
iiSingle / semi-detached house within 24 hours provided with infra approval8-L
100%
17-L
100%
11-L
100%
7-L
100%
5-L
100%
1-L
100%
1-L
100%
5-L
100%
6-L
100%
6-L
100%
2-L
100%
5-L
100%
iiiAdditions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents60-L
100%
100-L
100%
130-L
100%
108-L
100%
64-L
100%
2-L
100%
7-L
100%
98-L
100%
111-L
100%
119-L
100%
90-L
100%
106-L
100%
ivTemporary building permit
aThat  involves technical reviews within –30 days1-L
100%
2-L
100%
4-L
100%
TP7-L
100%
7-L
100%
4-L
100%
4-L
100%
2-L
100%
5-L
100%
bThat does not involve technical reviews (such as project signage and hoarding) – 7 days6-L
100%
7-L
100%
14-L
100%
9-L
100%
8-L
100%
TP1-L
100%
8-L
100%
7-L
100%
10-L
100%
7-L
100%
15-L
100%
2Return of Deposit within 7 days50/50
100%
38/38
100%
46/46
100%
50/50
100%
8/8
100%
31/31
100%
3/3
100%
15/15
100%
30/30
100%
46/46
100%
37/37
100%
20/20
100%
3Contractor Payment Claim within 7 days39/39
100%
15/15
100%
14/14
100%
24/24
100%
19/19
100%
17/17
100%
7/7
100%
12/12
100%
17/17
100%
28/28
100%
9/9
100%
31/31
100%
4Reviews on the Development Proposal Report (LCP) for planning development application within 14 days5/5
100%
14/14
100%
16/16
100%
16/16
100%
16/16
100%
5/5
100%
1/1
100%
3/3
100%
13/13
100%
13/13
100%
9/9
100%
14/14
100%
5Receive applications of submission area and distribute to Departments involved within 14 working days36/36
100%
2/2
100%
2/2
100%
2/2
100%
TPTP3/3
100%
1/1
100%
10/10
100%
4/4
100%
TP8/8
100%

NOTE:

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
JAN
FEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1Implement dengue prevention and control activities within 2 working days after complaint is reported6/6 ADUAN
100%
5/5 ADUAN
100%
2/2 ADUAN
100%
2/2 ADUAN
100%
5/5 ADUAN
100%
2/2 ADUAN
100%
9/9 ADUAN
100%
10/10 ADUAN
100%
8/8 ADUAN
100%
4/4 ADUAN
100%
NIL3/3 ADUAN
100%
2Carry out inspections and act on complaints related to the cleanliness of food premises within 2 working days after the complaint is received2/2 ADUAN
100%
3/3 ADUAN
100%
7/7 ADUAN
100%
3/3 ADUAN
100%
5/5 ADUAN
100%
4/4 ADUAN
100%
1/1 ADUAN
100%
NIL2/2 ADUAN
100%
1/1 ADUAN
100%
2/2 ADUAN
100%
3/3 ADUAN
100%
3Process and approve complete dog license application immediately: –

  • New Application (NA)
  • Renew (R)
14/14 (PB)

38/38 (R)

100%

12/12 (PB)

39/39 (R)

100%

20/20 (PB)

122/ 122 (R)

100%

20/20 (PB)

46/ 46 (R)

100%

13/13 (PB)

8/8 (R)

100%

NILNIL8/8 (PB)

7/7

(R)

100%

11/11 (PB)

3/3

(R)

100%

5/5 (PB)

4/4

(R)

100%

5/5

(PB)

0/0

(R)

100%

NIL
4Take action on nuisance complaints related to idle premises / bushes within 60 days5/5
UNIT
100%
5/5
UNIT
100%
12/12
UNIT
100%
13/13
UNIT
100%
7/7
UNIT
100%
10/10 UNIT 100%12/12 UNIT 100%19/19 UNIT 100%11/11 UNIT 100%3/3 UNIT 100%5/5 UNIT 100%6/6 UNIT 100%
5Process payment claims from contractors or suppliers within 7 days from the date of invoice receipt16/16 100%6/6 100%15/15 100%9/9 100%43/43 100%48/48 100%14/14 100%15/15 100%22/22

100%

27/27

100%

11/11

100%

16/16

100%

6Issue monthly contractor performance monitoring reports for solid waste management and public cleansing143/143 100%143/143 100%143/143 100%144/144 100%175/175 100%178/178 100%144/144 100%165/165 100%167/167 100%165/165 100%165/165 100%213/213 100%
NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECAVARAGE ACHIEVEMENT
1All applications that are complete and comply with the licensing requirements are processed and decided within 14 working days (results including approved, deferred and rejected).4/12 33.3%5/17 29.4%30/30 100%25/25 100%16/16 100%NIL3/3 100%10/10 100%20/20 100%29/29 100%18/18 100%32/32 100%87.52%
2Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision.58/58 100%89/89 100%107/107 100%78/78 100%58/58 100%8/8 100%11/11 100%42/42 100%52/52 100%89/89 100%102/102 100%112/112 100%100%
NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECTOTAL
Number of Licenses 14 Days: 
Number of Instant Licenses: 

Total: 
NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
JAN
FEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Manage the process of issuing payment bills for claims of confiscated goods and towing vehicles within 15 minutes after the fee is agreed.10/10

100%

11/11

100%

182/182

100%

214/214 100%72/72 100%25/25 100%15/15 100%26/26 100%72/72 100%137/137 100%235/235 100%136/136 100%
2Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified.NILNIL175/ 175

100%

206/206 100%57/57 100%NILNILNILNILNIL196/196 100%129/129 100%
 398% of Offense Notices issued meet legal requirements23/23

100%

36/38

95%

187/189 99%312/320

98%

156/158 99%42/43 98%48/49 98%16/16 100%114/117

97%

268/268

97%

295/295 100%236/236 100%
 485% Warning Notices issued must be followed up within 14 days after the expiration of the notice given.9/9

100%

65/65

100%

124/124

100%

NILNIL273/273 100%124/124 100%24/24 100%53/53 100%70/70 100%76/76 100%48/48 100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC
1.Ensure that the matter of setting the compound rate and the process of issuing payment bills for each notice of offense is made within 10 minutes100%

(95/95)
≤ 10M=
95
≥ 10M     = 0

100%(101/101) ≤ 10M = 101     ˃ 10M= 0100%(184/184)

≤ 10M

= 184

˃ 10M

= 0

100%(147/147)

≤ 10M

= 147

˃ 10M

= 0

100%(77/77)

≤ 10M

= 77

˃ 10M

= 0

100%(15/15)

≤ 10M

= 15

> 10M

= 0

100%(6/6)

≤ 10M

= 6

> 10M  = 0

100%(33/33)

≤ 10M

= 33

> 10M

= 0

100%(72/72)

≤ 10M

= 72

> 10M

= 0

100%(39/39)

≤ 10M

= 39

> 10M

= 0

100%(103/

103)

 ≤ 10M

= 103

> 10M

= 0

100%(113/ 113)

≤ 10M

= 113

> 10M

= 0

2.Ensure that each written feedback on the status of the appeal application or cancellation of offense notice is given within 14 working days100%

(14/14)

R = 12

≤ 14H =12

˃ 14H = 0

B = 2

≤ 14H = 2

˃ 14H = 0

100%(16/16)

R = 11

≤ 14H =11

˃ 14H = 0

B = 5

≤ 14H = 5

˃ 14H = 0

100%(25/25)

R = 8

≤ 14H =8

˃ 14H = 0

B = 17

≤ 14H = 17

˃ 14H = 0

100%(38/38)

R = 26

≤ 14H =26

˃ 14H = 0

B = 27

≤ 14H = 12

˃ 14H = 0

100%(20/20)

R = 16

≤ 14H =16

˃ 14H = 0

B = 4

≤ 14H = 4

˃ 14H = 0

100%(6/6)

R = 5

≤ 14H = 5

> 14H = 0

B = 1

≤ 14H = 1

> 14H = 0

100%(7/7)

R = 3

≤ 14H =3

>14H=  0

B = 4

≤ 14H =4

> 14H =

0

100%(8/8)

R = 5

≤ 14H =5

>14H=0

B = 3

≤ 14H =3

> 14H =

0

100%(25/25)

R = 9

≤ 14H = 9

> 14H = 0

B = 16

≤ 14H = 16

> 14H = 0

100%(13/13)

R = 8

≤ 14H = 8

> 14H = 0

B = 5

≤ 14H = 5

> 14H = 0

100%(26/26)

R = 15

≤ 14H = 15

> 14H = 0

B = 11

≤ 14H = 11

> 14H = 0

100%(17/17)

R = 12

≤ 14H = 12

> 14H = 0

B = 5

≤ 14H = 5

> 14H = 0

3.Ensure that each agreement document received is reviewed within 14 working days100%
(6/6)SB – 3
≤ 14H – 3
≥ 14H – 0

 SS – 3
≤ 14H -3
≥ 14H – 0

100%(5/5)

SB = 2

≤ 14H = 2               ˃ 14H = 0

SS = 3

≤ 14H = 3

˃ 14H = 0

100%(16/16)

SB = 16

≤ 14H = 16

˃ 14H = 0

SS = 0

≤ 14H = 0

˃ 14H = 0

100%(3/3)

SB = 0

≤ 14H = 0

˃ 14H = 0

SS = 3

≤ 14H = 3

˃ 14H = 0

100%(23/23)

SB = 0

≤ 14H = 22

˃ 14H=0

SS = 1

≤ 14H = 1

˃ 14H = 0

100%(4/4)

SB = 4

≤ 14H = 4

˃14H=0

SS = 0

≤ 14H = 0

˃ 14H = 0

100%(12/12)

SB =12

≤ 14H = 12

˃14H=0

SS = 0

≤ 14H = 0

˃ 14H = 0

100%(3/3)

SB = 3

≤ 14H = 3

˃14H= 0

SS = 0

≤ 14H =0

˃ 14H =

0

100%(6/6)

SB = 4

≤ 14H = 4

˃ 14H =

0

SS = 2

≤ 14H =2

˃ 14H =

0

100%(3/3)

SB = 3

≤ 14H = 3

˃ 14H =

0

SS = 0

≤ 14H =0

˃ 14H =

0

100%(2/2)

SB = 2

≤ 14H = 2

˃ 14H =

0

SS = 0

≤ 14H =0

˃ 14H =

0

100%(5/5)

SB = 5

≤ 14H = 5

˃ 14H=

0

SS = 0

≤ 14H =0

˃ 14H=

0

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
NUMBER OF ACHIEVEMENT
JANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC
%
1Ensure that the developer holds the First Annual General Meeting (FAGM) of the Joint Management Body (JMB) establishment within a period of not more than 12 months or 25% transfer of strata ownership for the  Management Corporation (MC) establishment from the date of obtaining the certificate of fitness.TNTNTNTNTNTNTN1/1 100%TN4/4 100%1/1 100%1/1 100%100%
2Manage the registration and issuance of JMB certificate within 7 days from the date of the complete document  application  certificate is receivedTPTPTPTP1/1 100%2/2 100%2/2 100%1/1 100%TP1/1 100%1/1 100%1/1 100%100%
3Provide advisory services to developers / JMB / MC related to maintenance and joint property management within 7 working days of receiving application46/46
100%
30/30
100%
22/22
100%
47/47
100%
28/28 100%17/17 100%37/37 100%35/35 100%26/26 100%20/20 100%33/33 100%11/11 100%100%
4Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a requestTPTPTP6/6 100%TPTPTPTP2/2 100%1/1 100%3/3 100%1/1 100%100%
5Coordinate the notice of arrears of maintenance charges by the Developer / JMB within 14 days from the date of the application is receivedTP1/1 100%1/1 100%2/2 100%TPTPTP1/1 100%2/2 100%TPTP1/1 100%100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2021
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1.Process of quotations and tenders within 45 working days of the documents receipts date from the Quotation / Tender Opening Committee until approval from the Quotation / Tender Committee MeetingNIL2/2 100%26/26 100%14/23 61%30/30 100%13/13 100%NIL25/25 100%20/20 100%29/29 100%9/9 100%21/21 100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC (%)
1Submit Declaration of Receipt of Complaint from customer within 3 days689/689
100%
620/620
100%
901/901 100%768/768 100%737/737 100%609/609 100%573/573 100%657/657 100%760/760

100%

717/717

100%

662/662100%814/814100%100%
2100% feedback on the status of complaint will be submitted to the customer within 14 working days from the complaints date received.689/689
100%
620/620
100%
901/901 100%768/768 100%737/737 100%609/609 100%573/573 100%657/657 100%760/760

100%

717/717

100%

662/662100%814/814100%
3Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year)TPTPTPTPTPTPTPTPTP1/1 100%TP1/1 100%100%
4Achieve 90% customer satisfaction level based on customer satisfaction feedback collected97.97%95.97%94.24%95.74%96.68%90.56%100%96.60% (25)94.14%

(53)

95.96%95.63%

(34)

94.89%

(40)

100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1Feedback on complaint (computer software & network) within 2 working hours.2/2 100%3/3 100%13/13 100%5/5 100%5/5

100%

4/4

100%

3/3

100%

4/4

100%

3/3

100%

5/5

100%

4/4

100%

6/6

100%

100%
2Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days.2/2 100%2/2 100%12/12 100%4/4 100%NIL2/2 100%NILNILNIL2/2 100%1/1 100%NIL100%
3.Ensure that the level of network and internet services can be operated at least 95% accessibility monthly.100%100%100%100%100%100%100%100%100%100%100%100%100%
4Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly.NIL1/1

100%

1/1

100%

1/1

100%

5/5

100%

2/2

100%

3/3

100%

4/4

100%

3/3

100%

3/3

100%

5/5

100%

6/6

100%

100%


LAMPIRAN