Client's Charter

Client Charter

Committed in fullfilling requests and continuing improvement of quality management system in the organisation by fulfilling all the requirements in ISO 9001:2000.
Making guidelines to implement and checking quality objectives.
Giving quality services and facilities for optimum satisfation of customers.
Ensuring that administrative and development policies of the Council priotise customers welfare and interests.
Implementing enforcement of laws and regulations efficiently, fairly and equitably to produce a well-diciplined community.
Ensuring that all of applications for approval by the Council are processed quickly and fairly.
Improving the involvement of the community in developments planned by the Council.

DIVISION : PROPERTY EVALUATION AND MANAGEMENT

NO	QUALITY OBJECTIVE	CLIENT CHARTER
1	General Correspondence	To reply within 7 working days
2	Change of name / address of the CTA owner	To settle on the same day or 5 days from the date of application received.
3	Transfer of CTA property	Settle on the same day or 5 days from the date of application received.
4	To provide information relating to CTA land and building property matters	On the same day if the applicant appears in person to the office or 5 days from the date of application received.
5	To process, producen and deliver Notice E (Reminder notice to pay the general assessment tax arrears) First Term 2013	-
6	To take action by the task force team to pursue the CTA outstanding through warrant F	-

DIVISION : ADMINISTRATION

NO	QUALITY OBJECTIVE	CLIENT CHARTER
1	To handle public complaints and feedback on public complaints	Within 14 days
2	To ensure service record book officials and staff is revised and updated by all employees.	Once a year
3	Officers and staff to attend training	Officers and staff to attend training at least 7 days in a year
4	Talks and motivation	Implementation of at least two (2) integrity programmes a year, talks and motivation

DIVISION : MUNICIPAL & HEALTH SERVICES (REGULATORY UNIT)

NO	QUALITY OBJECTIVE	CLIENT CHARTER
1	Provide public health services in creating a sustainable life for Rembau District residents	Daily- Monitored daily and reported to the authorities
2	Provide public facilities and infrastructure to the community to hold a formal ceremony or celebration	Provide hall rental facilities and equipment to the community.
3	Ensure and control the societal living is free from harmful epidemics and to prevent the outbreak	Daily -Cooperate with the Rembau Health Office in preventing the outbreak in the district of Rembau

DIVISION: LEGAL AND ENFORCEMENT

NO	QUALITY OBJECTIVE	CLIENT CHARTER
1	Complaint about the violation of MDR by-law or any specific Acts	To investigate every complaint about the violation of MDR by-law or any specific Acts
2	Business operators / public	To compound the business operators / public who do not comply with regulations.
3	Auction market, farmers markets and night markets	To monitor and supervise the auction market, farmers markets and night markets and ensure that the traders were licensed
4	Any action taken on business operators / public so that offenses do not continue or are not repeated	To record and monitor any action taken on business operators / public so that offenses do not continue or are not repeated

CLIENT CHARTER ACHIEVEMENT

DIVISION : DIVISION OF ENGINEERING AND BUILDING PLAN

NO.	QUALITY OBJECTIVE	CLIENT CHARTER
1	Ensure all Infrastructures and Public Utilities In Council Area is in Good Condition.	Ensure all infrastructures and public utilities in council area is in 100% good condition
2	Public Complaints	Take action on all public complaints received. and has been resolved through received allocation
3	Project Completion Payment Processing to Related Department Within 14 Days From Date of Acceptance of Complete Application Documents.	Document payments process made within 14 Days from date of claims from the contractor.

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