Commitment to Quality

This Client Service Charter (CSC) presents our commitment to provide all our esteemed clients with quality services and provides standards to measure our performance. It also provides employees with clear standards in service excellence to strive for and to achieve the Municipal Assembly's Vision and Values.

The Charter highlights our services and their delivery standards, specifies delivery time periods, processes and procedures, basic requirements, chargeable fees and defines what the public can expect from us.

Service Standards You Can Expect

In General

• We will respect our clients
• We will provide prompt, friendly, courteous and efficient service while remaining professional
• We will provide you with a reference number for follow-ups
• We will take ownership of all your enquiries and keep you informed of progress
• We will respect your privacy and the confidentiality of information discussed
• We shall provide clear, adequate and timely information to our clients
• Information counters are available at our Client Service Unit (CSU)
• Client Service survey will be conducted twice a year with results published

In Writing

• Respond to all client requests within 3 working days on receipt
• If follow-up takes longer, we will acknowledge and provide a completion date
• Treat signed email correspondences as official documents

By Telephone

• Answer the phone promptly
• Identify ourselves by name, organization/department and position
• Redirect you to appropriate quarters if the matter is not in our area

On Appointment

• See you within 10 minutes of the agreed time
• Answer your questions immediately or let you know when to expect an answer

What We Expect From Our Clients

• Be courteous and polite to our staff
• Comply with our Rules, Guidelines and Regulations
• Ensure all forms are properly completed
• Adhere strictly to procedures and secure official receipts
• Expeditiously reply to our letters and enquiries
• Protect the property, equipment and machinery of the Assembly
• Respond to requests for information accurately and promptly

Feedback Mechanism

We welcome feedback on our performance so we can improve our standards of service. Issues on feedback and recommendations can be channelled:

• Through our Client Service Unit (CSU) and PRCC
• On our website
• Into our suggestion box at reception
• Through public engagements and community sensitisations
• During the conduct of surveys