Clients Charter

NUM	DEPARTMENT	CLIENTS CHARTER
1	MANAGEMENT SERVICES DEPARTMENT (SUPPLY AND PROCUREMENT DIVISION)	Ensure the appointment of Council contractors/suppliers (from the closing date of the offer until appointment) is carried out within the stipulated timeframe. Tender Less than 120 days More than 120 days Quotation Less than 90 days More than 90 days
2	TREASURY DEPARTMENT	Manage the collection of all Council revenues and update payment billing accounts within the following period: Counter, Kiosk and Epay Services – 24 hours Online Collections – 4 working days Ensure payments to suppliers/recipients are made within 4 working days, subject to the submission of complete payment documents from the department.
3	DEVELOPMENT PLANNING DEPARTMENT	Processing Planning Permission Applications within a minimum period of 57 days (not involving land matters) and a maximum period of 108 days (involving land matters), subject to the submission of complete documents and compliance with the established policies and principles. Ensuring that the process and decision for Planning Permission Applications for external advertisement displays are provided within a period not exceeding 90 days from the date complete documents are received.
4	ENGINEERING DEPARTMENT	Process and issue permit approvals related to utility applications within 14 working days from the date of receipt, subject to the submission of complete documents. Ensure that complaints regarding street lights and traffic lights are processed within 24 hours from the date of receipt by the department.
5	HEALTH AND ENVIRONMENTAL SERVICES DEPARTMENT	Ensure public cleanliness, public health and the comfort of residents at all times through the implementation of the following: 1. Inspection and grading of each food premises at least once a year. Inspection of food premises in support of Food Establishment Licence applications with a target of fulfilling 100 percent of applications received. Take control and prevention actions for dengue fever cases as determined by the District Health Office within 48 hours.
6	VALUATION AND PROPERTY MANAGEMENT DEPARTMENT	Ensure that valuation exercises are carried out twice a year, enforced for the periods of January–June and July–December.
7	BUILDING CONTROL DEPARTMENT	Approve applications within 37 days for building plans and 68 days for temporary permits, subject to the submission of complete documents in accordance with the established laws and policies.
8	COMMUNITY DEVELOPMENT DEPARTMENT	Issue a confirmation letter for the payment of rental deposit for hall/community hall/stadium facilities within one (1) day after receiving the deposit payment from the customer, with a target of 100 percent. Issue an approval letter within one (1) day after receiving payment of the rental bill for hall/community hall/stadium facilities from the customer, with a target of 100 percent.
9	ENFORCEMENT DEPARTMENT	Carry out enforcement actions based on the department’s scope of duties within the timeframe stipulated under MS ISO 9001:2015 as follows: Complaints received are recorded and preliminary action or investigation is taken within 48 hours. Complete the enforcement report in the Petaling Jaya Enforcement System (SPPJ) for each enforcement patrol conducted based on the daily duty schedule or instructions.
10	LANDSCAPE DEPARTMENT	Resolve fallen tree complaints no later than one (1) day after receiving the complaint.
11	BUSINESS DEVELOPMENT, LICENSING AND ENTREPRENEURSHIP DEPARTMENT	Ensure that licence applications are processed within one (1) day from the date the application is received.
12	SOLID WASTE AND PUBLIC CLEANSING DEPARTMENT	Ensure that solid waste is collected with the following frequency: Landed Housing – 3 times per week High-Rise Housing – Daily Institutions – 6 days per week Commercial / City Centre / Stalls / Markets – Daily
13	INFORMATION TECHNOLOGY UNIT	Ensure that the security level of network and system applications is maintained at least 90% within a year.
14	CORPORATE COMMUNICATIONS UNIT	Provide feedback on customer complaints within 14 days from the date the complaint is received. Ensure that resolution actions for normal (non-technical) complaints are completed within 14 days.
15	LEGAL UNIT	Ensure that civil cases (receipt of summons) received are entered for court appearance within the 14 days stipulated by the Court.
16	INTERNAL AUDIT UNIT	Ensure that at least 18 audit reports are issued each year.
17	ONE STOP CENTRE (OSC) UNIT	Process Development Plans within a minimum period of 57 days (not involving land matters) and a maximum period of 108 days (involving land matters), subject to the submission of complete documents and compliance with the established policies and principles.
18	COMMISSIONER OF BUILDINGS (COB) UNIT	Ensure the issuance of the JMB establishment certificate within 21 days from the receipt of complete documents from the developer.
19	INTEGRITY UNIT	Ensure that all integrity complaints are recorded within 3 working days from the date the complaint is received.
20	OCCUPATIONAL SAFETY, HEALTH AND ENVIRONMENT (OSHE) UNIT	Ensure that all inspected premises involving environmental pollution are handled in accordance with existing legislation, such as the issuance of an immediate compound or a 14-day notice. Conduct investigation and action for occupational safety and health for Council-supervised projects within 48 hours.

GENERAL LINE	03-7956 3544	FAX	03-7958 1494
COMPLAINTS HOTLINE	03-7954 2020	EMAIL	aduan@mbpj.gov.my

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Clients Charter