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GENERAL CLIENT CHARTER (For Every Divisions of MPP)
1. We assure courteous, efficient and reliable municipal services.
2. Prompt action will be taken when you lodge a complaint about our services.
3. All complaints and requests will be attended to by the Council with the joint cooperation of the customers fulfilling the terms and conditions stipulated by the Council and other relevant agencies.
ADMINISTRATION DIVISION CLIENTS CHARTER
A.1 Render telephone service at the Telephone Operator level in a friendly, courteous and responsible manner.
A.2 Answer the telephone call before the 3 rd ring or latest by the 4 th ring on condition that the line is not busy.
A.3. Receive, register and process the in-coming mail on the day of receipt.
A.4 Public complaints on municipal services via "Talikhidmat" shall be responded to within three (3) working days.
TREASURY DIVISION CLIENTS CHARTER
Collection
B.1 We are committed to provide prompt efficient and friendly counter service.
B.2 Receipts shall be issued for every rate bills and other bills within a minute from the point of receipt of the bill and payment by the customer.
B.3 One-Stop Payment Counter opening hours are as follow:
Monday – Friday (Except on Public Holidays)
8.00 am - 3.30 pm
Payment/Claims/Counter
B.4 Payment for services rendered and supplies of work to the Council and various claims made against the Council shall be settled within 14 working days from the date of receipt of the bills and claims; provided that all the supporting documents for the works and services rendered and supplies are correct and properly authorized for payment.
ENFORCEMENT DIVISION CLIENTS CHARTER
C.1 Public complaints will be dealt within 3 days from the date of receipt of the complaint by the Enforcement Division.
C.2 Application for Advertisement Permit will be approved and issued within 3 working days provided that all the terms and conditions have been fulfilled and approval has been granted by the authorities concern.
C.3 Payment of compound fees will be processed within 30 minute.
C.4 Inspection of parking space for application of Licence from the Commercial Licensing Board “LPKP” will be done within 3 working days provided that all the terms and conditions have been fulfilled.
RATING AND VALUATION DIVISION CLIENTS CHARTER
D.1 All enquiries on assessment rate bill at the Rating and Valuation Division's Counter shall be dealt with within 45 minutes.
D.2 Request for transfer of ownership on rateable holding at Rating and Valuation Division's Counter shall be effected within one (1) hour. Transfer of ownership on rateable holding shall be effected within one (1) week from the date of receipt of the application provided that all relevant documents are in supplied and the arrears of rates are paid.
D.3 Refund for rebate of rates approved by the Council shall be processed by the Rating and Valuation Division within two (2) weeks from the date of receipt of application.
D.4 House Number shall be allocated within one (1) week from the date of application for holding issued with Occupation Permit.
D.5 Holdings shall be referenced and valued for rating purposes within 4 months from the date of issuance of the Occupation Permit.
D.6 We ensure that the annual rateable value of holdings shall be fair and reasonable.
PUBLIC HEALTH AND SERVICES DIVISION CLIENTS CHARTER
E.1. Scavenging Services
Frequency of Collection:
• Residential - 2 times per week
• Commercial - 2 times per week
• Bin Centre at Markets & Hawker Centres Daily
• Litter bins at Bus Stop, Recreational ground and public places - Once a week
• Roadside refuse/garden waste
Residential area - Once in 2 months
Bazaar area - Once in 2 months
E.2 The schedule of drain clearing and grass cutting service are:
Drain Clearing
• Commercial, residential and industrial area - Once a month
• Rural Kampung/Village - Once a month
Grass Cutting
• Commercial, residential and industrial area - Twice a month
• Rural Kampung/Village - Once a month
E.3 The schedule of Desludging Services are:
• Residential premises - Once in 4 years
• Commercial premises - Once in 2 years
• Industrial premises - Twice a year
E.4 Action shall be taken within 24 hours upon receipt of the complaint from the public regarding dog nuisance and animal carcasses.
E.5 Ensure public toilets are cleaned at least once a day.
E.6 Application for miscellaneous licences shall be approved within three (3) months, on condition that the documents submitted are complete and the premises used comply with the stipulated health requirements and conditions.
E.7. Renewal of licence shall be processed within 2 weeks on condition that all the requirements are complied with.
E.8 Inspection of licenced premises shall be carried out at least once in 3 months.
E.9 Fogging shall be carried out within 36 hours after case notification.
E.10 Action on complaints of municipal services under the supervision of the Public Health and Services Division other than the above mentioned shall be taken within 2 weeks. ENGINEERING DIVISION CLIENTS CHARTER
F1. Customers dealing with the Engineering Section shall be given satisfactory services.
F2. Process the following application within the stated time frame:
• Road Permit (7 days )
• Building Plan for Residential Building (8 weeks )
• Building Plan for Commercial Building (8 weeks )
• Alteration Plan for Residential Building (8 weeks )
• Alteration Plan for Commercial Building (8 weeks )
• Civil/Engineering Plan (3 months )
• Occupation Permit for Residential Building (4 weeks )
• Occupation Permit for Shophouse (4 weeks )
• Road Completion Certificate (6 weeks )
Provided that all the documents are complete and in order, and all the requirements of MPP or the relevant departments are fulfilled.
F3. Complaint of damaged road under the jurisdiction of MPP will be dealt with expeditiously and the road will be repaired within ten (10) days.
F4. Routine maintenance works on Council's schedule roads under the jurisdiction of MPP will be carried out in a proper manner to ensure the safety of road users.
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