We promise to:

1. Ensure approval for new registration applications as exporters, suppliers, processors, servicers and jetties operators within 3 working days from the date of complete application received;
2. Ensure approval of application for renewal of registration is completed within 2 working days from the date of complete application received;
3. Ensure that all completed license applications are processed online within 30 minutes at all MTIB Regional / State offices;
4. Carry out timber inspection services within 1 working day for complete application received at least a day before the date of inspection requested;
5. Ensure that all payment claims received are settled within 12 working days;
6. Ensure that the Timber Verification Services (TVS) is completed within 10 working days after the completed application is received;
7. Provide feedback to all industry inquiries within 2 working days; and
8. Provide quality, efficient and friendly services.

MTIB'S Client Charter's Achievement 2021 (Jan - September)

Charter		Meets Time Period / Standards Customer Charter		Period Exceeding Standard / Client Charter Standards		Total Services
		Total Meets Standards1	% Meets Standard2	Total Exceeding Standards3	% Total Exceeding Standards4
Ensure approval for new registration applications as exporters, suppliers, processors, servicers and jetties operators within 3 working days from the date of complete application received		103	100	-	-	103
Ensure approval of application for renewal of registration is completed within 2 working days from the date of complete application received.		488	100	-	-	488
Ensure that all completed license applications are processed online within 30 minutes at all MTIB Regional / State offices	Export License	33,824	99.67	111	0.33	33,935
	Import License (manual)	4,951	100	-	-	4,951
Carry out timber inspection services within 1 working day for complete application received at least a day before the date of inspection requested.		27,558	100	-	-	27,588
Ensure that all payment claims received are settled within 12 working days.		2,656	100	-	-	2,656
Ensure that the Timber Verification Services (TVS) is completed within 10 working days after the completed application is received.		158	100	-	-	158
Provide feedback to all industry inquiries within 2 working days.		238	100	-	-	238

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: 22 October 2021