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Client's Charter

  1. Ensure that applications for registration as exporters, suppliers, processor,graders and jetty operators are approved within 3 days of receipt of the applications;
  2. Ensure that applications for the renewal of registration is approved within 2 days of receipt of the complete applications;
  3. Ensure that each application for the renewal of export and import licenses are processed online and approved within 30 minutes of receipt;
  4. Carry out timber inspection services on export consignments on the date of inspection requested, provided the application is received at least a day prior to the inspection date;
  5. Ensure full payment is made within 12 days after receipt of invoices;
  6. Conduct the Timber Verification Service in the period not exceeding 10 days after receipt of application;and
  7. Provide feedback to all trade inquiries received within 2 days.

MTIB'S Client Charter's Achievement 2019 (Jan - December 2019)
CharterMeets Time Period / Standards Customer CharterPeriod Exceeding Standard / Client Charter StandardsTotal Services
Total Meets Standards1% Meets Standard2Total Exceeding Standards3% Total Exceeding Standards4
Ensure the applications for registration as exporters, suppliers, processor, graders and jetty operators are approved within 3 days of receipt of the application. 103 100 - - 103
Ensure the application for the renewal of registration is approved within 2 days of receipt of the complete applications. 488 100 - - 488
Ensure that each application for the renewal export and import licenses are processed online and approved within 30 minutes of receipt. Export License 33,824 99.67 111 0.33 33,935
Import License 4,951 100 - - 4,951
Carry out timber inspection services on export consignments on the date of inspections requested, provided the application is received at least a day prior to the inspection date. 27,558 100 - - 27,588
Ensure full payment is made within 12 days upon receipt of invoices. 232 100 - - 232
Conduct the Timber Verification Services in the period not exceeding 10 days after receipt of application. 158 100 - - 158
Provide feedback to all trade inquiries received within 2 days. 140 100 - - 140
1. Number of services delivered to meet the time / to the standards set
2. Percentage of services delivered to meet the time / to the standards set
3. Number of services delivered over a period of time / the standards set
4. Percentage of services delivered over a period of time / the standards set

Last Updated: 18 June 2021