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Client's Charter

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 - July)
CharterMeets Time Period / Standards Customer CharterPeriod Exceeding Standard / Client Charter StandardsTotal Services
Total Meets Standards1% Meets Standard2Total 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. 2,021 100 - - 2,021
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. 185 100 - - 185
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: 13 August 2021