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Client Charter

The Ministry is committed in delivering quality and effective services based on the Client Charter as follows:
 
NO. ITEM DECISION PERIOD(WORKING DAYS)
1. Foreign participation in the distributive trade (for wholesale, retail and trade) application 8 days with complete documents
2. Foreign participation in Hypermarket / Superstore, Departmental Store & Specialty Store Application 16 days with complete documents
3. To process and to inform the approval of new application for Controlled Items License 7 days
4. To process and to inform the approval of the application for renewing The Controlled Items License 7 days
5. To process and to inform the approval on the application of amendment of storage quantity/business address/storage address/type of scheduled items on The Controlled Items License 7 days
6. To process and to inform the approval of new application for the Direct Sales License 7 days
7. To process and to inform the approval of the application for renewing the Direct Sales License 7 days
8. Jawatankuasa Subsidi Diesel (JKSD) 1 day
9. To process and to inform the approval of new application for PDA 1, PDA 2, PDA 3 and PDA 4 License 1 day
10. To process and to inform the approval of the application for renewing PDA 1, PDA 2, PDA 3 and PDA 4 License for local and imported brand 20 days
11.

To process and to inform the approval of the application for renewing PDA License

10 days

12.

To process and to inform the approval of the application for PDA 5 License

20 days
13. To process and to inform the approval of the application for renewing Manufacturing The Optical Disc License 14 days
14. To process and to inform the approval of new application for Weight and Measures License within 7 working days of receiving the complete application 7 days
15. To process and to inform the approval of the application for renewing Weight and Measures License within 5 working days of receiving the complete application 5 days
16. Cheap Sale 1 day
17. Approve and issue an Optical Disc Label 3 days
18. To check and process all applications pertaining to participation in Franchise Development Programs subjected to term and conditions. 20 days
19. (Section 6) To check and process registration application for franchisor and master franchisee upon completion of all required documents. 7 days
20. (Section 55)To check and process registration application for franchisee to foreign franchisor and franchisee broker upon completion of all required documents. 7 days
21. To carry out investigation towards complaints received from franchisor and franchisee. 45 days
22. Filing and registration of Statement Of Claim (Form 1) 1 day
23. Filing and registration of Statement Of Defence And Counter-Claim

(Form 2)

1 day
24. To settle all claims registered 40 days
25. Producing award after hearing 1 day
26.

Acknowledgment and responses to complaints received from complainant within 3 working days for complaints submitted by email, letters, phone calls and walk in complainants

3 days
27.

Resolution of complaints from complainant within 21 working days

21 days
 

Client Charter Achievement

2020

2019