Petaling Jaya City Council (MBPJ) Clients Charter

  1. Provide services to the customers’ satisfaction by achieving more than 85 percent of the perception of customer satisfaction every year.
  2. Provide feedback on clients complaints within 14 days on receipt of complaints.
  3. Process completed public liability insurance claims within 14 days on receiving the completed documents.
  4. Ensure that copies of tender bidding offers and quotations at the counters are displayed for at least 21 days for tenders, and seven (7) days for quotations.
  5. Ensure the system’s network security level and application are guaranteed at least at 90 percent within a year.
  6. Ensure that at least 13 audit reports are produced every year.
  7. Manage the councils collection and update the payment bill account within the durations    of:
    1. Counter, kiosk, and e-Pay services – 24 hours
    2. Online collection – four (4) working days
  8. Ensure payment to the supplier/receiver are settled within 3 days (normal payment) and 4 days (contract payment) on the condition that the documents received are complete
  9. Ensure valuation exercises are executed two (2) times a year where it is enforced during the periods between January-June and July-December.
  10. Approve permit and license applications within one (1) day provided that the relevant parties have submitted the completed documents and have complied to the set policies and principles.
  11. Enforce laws and regulations at all times by carrying out enforcement actions with the target of 90 percent completion achieved from the schedule.
  12. Newly drafted enactment and amendment to the existing by-laws in accordance to the current needs of the Council, and uniformed throughout the Selangor local state authorities with at least three (3) by-laws in a year.
  13. Approve applications within 37 days for Building Plans, and 33 days for temporary permits, provided that the documents submitted are complete in accordance with established laws and policies.
  14. Process development plans within a minimum of 57 days (excluding land issues) and a maximum of 108 days (including land issues) with the condition that the party involved have submitted documents that are complete and in accordance to the laws and policies.
  15. Ensure the process and decision for Planning Permission applications are provided within not more than 43 days of the submission of completed documents’ received.
  16. Ensure the process and decision for Planning Permission applications for outdoor advertisements display are provided within not more than 57 days of the completed documents’ received.
  17. Carry out infrastructure and public facility maintenance services according to the schedule set with completion target of at least 80 percent.
  18. Approve application for Landscape Plan within 57 working days provided that the party concerned have submitted completed documents and complied with the set of policies and principles.
  19. Ensure hygiene and public health as well as comfort of residents at all times by carrying out:
    • Inspections and grading of food premises with a target of achieving 100 per cent of the inspection schedule.
    • Inspections of food premises in supporting the Food Establishment License with a target of achieving 100 percent of the inspection schedule.
    • Food sampling with a target of achieving 100 percent of the sampling schedule.
    • Dengue fever control and prevention with the target of achieving 100 percent schedule completion.
  20. Ensure that solid waste is managed efficiently and on schedule with the achievement of at least 90 percent in which the contractor meets the schedule.
  21. Ensure the issuance of the certificate of establishment of the joint management body (JMB) within the period of 21 days of completed documents from the developer received.
  22. Issue a confirmation letter for the payment of security deposit for hall/community hall/stadium facilities within one (1) day after receiving the security payment from the client, with a target achievement of 100 percent.
  23. Issue a letter of approval within one (1) day after receiving the payment of the rental bill for hall/community hall/stadium facilities from the client, with a target achievement of 100 percent





  1. Perform face-to-face and visual communications with the community to provide information on policies and programs in enhancing the image of the Council.


  1. Prepare a schedule of committee meetings on the fourth week of every month.
  2. Process completed public liability insurance claim within 14 days of completed documents received.
  3. Ensure every employee attends one course every year.
  4. Prepare reports on courses attended by staff no later than November each year.
  5. Placement of successful candidates appointed to the Department/Division/Section within 1 week after the decision of the meeting.
  6. The result on the confirmation in service is conveyed within 1 week from the date of the decision of the meeting.
  7. Ensure that copies at the counter for the table tender offer and quotations are displayed for 21 days for tenders and seven (7) days for quotations.
  8. Prepare a training calendar as a training guide for all Departments in November each year.
  9. Manage and update the service record book every six (6) months.
  10. Prepare payment within 14 days after the claim for a service and supply is made.
  11. Every asset must be registered within fourteen (14) days of the date the asset is confirmed received.
  12. Carry out  the disposal process after obtaining approval within six (6) months.
  13. Ensure that immovable asset management operations are executed in accordance with the standards set by the Malaysian Treasury Circular - 1PP.
  14. Manage the distribution of external letters received within three (3) working days.
  15. Ensure that the Council's tender invitation and quotation process is managed in accordance with the Government Procurement Procedures.
  16. Ensure that the tender and quotation evaluation process is well managed and transparent in accordance with the Government Procurement Procedures.
  17. Ensure that every payment received is accompanied by a payment receipt.
  18. Receive all applications for change of address and transfer of property that are complete and send to the relevant Department within 24 hours.



  1. Ensure that all revenue collections submitted to the Treasury Department counters are banked-in on the next working day.
  2. Provide approval on the application for the rental of Fixed Season Rental Plots within 10 working days.
  3. Ensure that payment is made within three (3) working days provided the documents received are complete from the relevant Departments/Units.



  1. Official search will be completed within one (1) day.
  2. Ensure that objections from the registered proprietor (‘pemilik pegangan”) are heard in the Property Value Objection Committee Meeting at least twice a year.
  3. Ensure that the amended notice to the valuation list of Section 144 is sent out to the registered proprietor not less than 30 days from the date of the amendment



  1. Issuance of a Declaration Card for Entertainment Centre License application within one (1) day after submitting completed documents after payment is received.
  2. Ensure that interviews for Micro Entrepreneur activities are conducted within three (3) months before the vendor license is issued if there is a vacancy for stall/plot/market units.
  3. Ensure that the results of the successful or failed interview will be notified within one (1) month after the interview.



  1. Enforce laws and regulations in a transparent, fair and continuously through patrolling, monitoring and enforcement actions that are carried out.
  2. Conduct investigations/take enforcement actions on complaints received within 48 hours.
  3. Receive and process applications for the Petaling Jaya Neighbourhood Safety Program (PKKPJ) within 14 days.



  1. Ensure the Council's internet network functions again (after downtime) within a period not exceeding four (4) hours after a complaint is received.
  2. Ensure requests to update the website are done within three (3) working days after the request is submitted.
  3. Provide feedback on ePAY@MBPJ complaints (related to ePay) within a period of not exceeding three (3) working days after the complaint is received.
  4. Provide feedback on ICT technical complaints/system operation within a period not exceeding three (3) working days after the complaint is received by the Helpdesk Unit.
  5. Ensure that computer equipment loan applications received are overseen within three (3) working days.
  6. Ensure that all property holding records (“rekod peganagan harta”) are processed according to the term (twice a year) at the latest before or on 15 January and 15 July each year.
  7. Organize ICT awareness programmes for MBPJ staff and contractors once a year.



  1. Ensure that the preparation of each agreement is completed within four (4) weeks starting from the acceptance of completed documents for the preparation of the agreement until the fair copies agreement are ready by the Legal Unit.
  2. Ensure agreement documents are reviewed within two (2) weeks of the documents’ completion.



  1. Applications for a temporary structure permit are to be approved within 30 days.
  2. Applications for building plans are brought to the OSC Committee Meeting within 37 days.
  3. Ensure that complaints received are responded to within 48 hours.
  4. Ensure that enforcement actions are carried out within 60 days.
  5. Ensure that the construction site visits are carried out at least once, in accordance to the conditions set before the site visit confirmation letter is issued prior to the certificate of completion and compliance (CCC) is submitted.
  6. Buildings that are exceeding 5 storeys and over 10 years of age are reviewed under Section 85A (Act 133).



  1. Ensure that the Development Plan Approval application is approved according to the chartered period:
  2. Planning Approval – 57 days
  3. Earthwork Plans – 57 days
  4. Road and Drainage Plans – 57 days
  5. Building Plans – 37 days
  6. Landscape Plans – 57 days
  7. Street Lights /Traffic Plans – 57 days



  1. Ensure that the application for Planning Permission (layout plan and building erection) is given a decision within 43 days period provided that the relevant parties submit completed documents and comply with the set of policies and guidelines.
  2. Ensure that the layout plan that has been approved is confirmed within 14 days provided that the relevant parties submit completed documents and comply with the conditions of the Planning Permission and to the set of policies and guidelines.
  3. Ensure that the enforcement notice of Act 172 is issued within five (5) working days.
  4. Ensure that the enforcement notice of Act 133 is issued within three (3) working days.
  5. Ensure that the response letter to the decision of an appeal is issued within 60 working days.



  1. Submit the Annual Audit Plan to the Mayor for approval.
  2. Ensure that at least 13 Audit Reports are issued every year.
  3. Ensure audit feedback is received from the auditee within 14 days.
  4. Ensure that the follow-up action is made three (3) months after the report is submitted to the auditee.
  5. Ensure that the audit recommendations are implemented in at the Department/Unit for the purpose of improving work procedures/ processes.



Traffic Division

  1. Process traffic system change applications within 40 days.
  2. Appoint a certified traffic consultant to conduct a comprehensive traffic study within 12 months.
  3. Perform maintenance services to traffic signs and street furnitures within 30 days. 


Road Division

  1. Maintain major roads every five (5) years, subject to current conditions.
  2. Maintain other roads every seven (7) years, subject to current conditions.
  3. Issue a road excavation permit approval letter within two (2) weeks.
  4. Issue a letter of approval for the application to close the road (festivities) within one (1) week.
  5. Maintain infrastructure according to current needs.
  6. Carry out new infrastructure upgrade works based on the review of recommendations and approval of the trust account budget.


Asset Division

  1. Process the application allocation within two (2) months.
  2. Carry out infrastructure maintenance services within 30 days.
  3. Carry out logistics support services within seven (7) days.
  4. Process bond release application within 14 days.


Drainage Division

  1. Appoint a consultant to determine the appropriate drainage system design based on the "hot spots" of flood areas that have been given priority and plan the implementation of flood mitigation projects every year.
  2. Implement drainage system maintenance program using 2 methods:

        i) Plan out using work schedule based on drains that are over 10 years old.

       ii) Unplanned through unscheduled work based on current complaints, subject to annual allocation.

  1. Take investigative actions on site within 48 hours and identify the source and cost of any damage to determine repair needs through indentures, quotations or tenders.
  2. Identify maintenance limits/borders according to the field of area between the Council and Department of Irrigation and Drainage whilst working together in providing inputs related to drainage system.


Hillside Division

  1. Landslides with large/small impact.

i.   Site visits are to be carried out within one (1) day from the day of the incident.

ii. Preliminary reports of failures are prepared within three (3) working days.

  1. Landslides with large impact.
    1. Consultants shall be appointed if the damages require a design specialist.

ii. Procurement procedures are by direct and conventional negotiations.

  1. Landslides with small impact
  1. Procurement by indent procedures below RM20,000.00.


Infrastructure Division  

  1. Review to be given within a week.
  2. Traffic studies are to be presented in the TIA Meeting within 2 weeks.
  3. Contribution payment is are to be received within the stipulated period before validation of the plan.
  4. Monitoring of earthworks in accordance with the set guidelines and notice within 14 days will be imposed for those who do not comply.
  5. The plan to be approved within 57 days.
  6. A letter to be issued within 2 weeks.
  7. A letter to be issued within 30 days once all are in compliance with the standards.


Mechanical and Electrical Division

  1. Ensure that the management of vehicles and mechanical systems comply with the guidelines set by the Council and the Treasury Circular Instructions (1PP).
  2. Ensure that the electrical equipment system service works comply with the standards set by the Public Works Department (JKR).



  1. Take action on fallen trees within 24 hours.
  2. Investigate landscape complaints within 48 hours.
  3. Provide landscaping and festive decoration services within three (3) days after payment is made.
  4. Provide feedback on applications for cutting of trees within seven (7) working days.
  5. Process applications for the acquisition of the landscape area within 14 working days.
  6. Provide proper and safe open areas to be used according to the current annual plan.
  7. Process park/open areas rental applications within 7 days after payment is made.



  1. Establish control over a dengue fever case incident within 48 hours after received notification from the District Health Office.
  2. Implement enforcement actions for compliance with licensing and health conditions on food premises eight (8) times a month.
  3. Carry out inspections of food premises and provide comments within two (2) months from receipt of files for food establishment license applications.
  4. Carry out food samplings according to the set annual schedule and take court action within 150 days for each violation.
  5. Carry out control and monitoring at the ​​lots/abandoned houses areas that are not maintained every three (3) months.
  6. Take action on complaints on the ​​lots/ abandoned houses areas within 1 month.
  7. Carry out enforcement related to environmental pollution on commercial, industrial and residential lot premises three (3) times a week.
  8. Carry out environmental education programmes for stakeholders three (3) times a year.
  9. Take action on complaints within 48 hours of receiving them. 



  1. Provide review on waste chamber compliance for approval process of building plans within five (5) working days.
  2. Provide review on Planning Approval and building plans in the OSC 3.0 system within 14 working days.
  3. Process acquisition applications of domestic wastes collection and public cleaning areas within six (6) months from the date of application.
  4. Process payments within seven (7) days from date of receipt of claims.
  5. Prepare letter of claim for public compensations within one (1) working day from date of receipt.
  6. Process construction waste applications within two (2) working days from date of application.
  7. Process bulk waste collection document applications within one (1) working day from date of receipt.
  8. Prepare the letter of claim for the return of security and bond within one (1) working day from the date of receipt.
  9. Issue compound fines for offences within 24 hours.
  10. Carry out recycle collections in residential areas every Monday until Thursday at 9.00 in the morning.



Compliance with the establishment of JMB:

  1. Ensure that each committee complies with convening its first Annual General Meeting.
  2. Ensure that the application for the issuance of the JMB establishment certificate is processed and the certificate is issued.



  1. Carry out inspection of the premises within three (3) days after receiving information on the booking confirmation.
  2. Ensure that burial arrangements can be carried out within two (2) hours after receiving the application.
  3. Ensure that the MBPJ library operates every day except on weekends and public holidays.
  4. Carry out social responsibilities through community activities for the residents according to the set programmes.