| Department | Client Charter | Timeframe |
| HUMAN RESOURCE MANAGEMENT DEPARTMENT (JPSM) | Issuance of Service Decision Letter for Appointment Confirmation Process | 3 days |
| FINANCE DEPARTMENT (JW) | Settlement of Bills and Claims from the Date of Receipt of Complete and Accurate Documents | 14 days |
| VALUATION AND PROPERTY MANAGEMENT DEPARTMENT (JPH) | Application for Transfer of Ownership/Change of Name of Rate Holding from the Date of Receipt of Complete and Accurate Documents | 7 days |
| ENGINEERING DEPARTMENT (JK) | 1. Approval of Road, Drainage, Earthworks, and Street Lighting Plans | 7 days |
| 2. Review of Road, Drainage, Earthworks, and Street Lighting Plans | 14 days | |
| TOWN PLANNING DEPARTMENT (JP) | 1. Technical Review for Planning Permission Application via Form A1 | 14 days |
| 2. Technical Review for Subdivision, Amalgamation, Boundary Adjustment, and Change of Use Applications | 21 days | |
| 3. Approval of Planning Permission (Plan Confirmation and Conditions of Approval Letter – Form C1) | 7 days | |
| LICENSING & ENVIRONMENTAL HEALTH DEPARTMENT (JPKP) | 1. Processing of Non-Risk License Applications: a) New b) Renewal |
24 hours 1 hour |
| 2. Processing of MBMB Stall/Business Space Rental Applications | 21 days | |
| 3. Conducting Inspection and Grading of Food Premises within MBMB Administration Area | Grade A – Once every 2 years Grade B – Once a year Grade C – Every 6 months |
|
| 4. Implementation of Stray Dog Control Actions Based on Complaints | 14 days | |
| CORPORATE AND COMMUNITY MANAGEMENT DEPARTMENT (JPKK) | Client Complaint Feedback Issued Within 24 Hours of Complaint Receipt | 24 hours |
| BUILDING CONTROL DEPARTMENT (JKB) | 1. Processing of Additional & Renovation Plans for Terrace Houses | 5 days |
| 2. Processing of Additional & Renovation Plans for Regular Buildings | 14 days | |
| 3. Processing of Detached Building Plans | 21 days | |
| 4. Review of Housing and Commercial Project Plans | 14 days | |
| 5. Other Processes (Temporary Permit / Extension / Amended Plan / Change of Building Use / Repair Approval / License Support for Conservation Areas) | 21 days | |
| LANDSCAPE AND CITY BEAUTIFICATION DEPARTMENT (JL) | 1. Tree Pruning: a) High Risk b) Medium Risk c) Low Risk |
24 hours 2 days 14 days |
| REVENUE ENFORCEMENT DEPARTMENT (JH) | 1. Temporary Lot / Reserved Parking Lot Application | 5 days |
| 2. Application for Cancellation of Parking Offense Notification Notice (NPK) | 5 days | |
| ENFORCEMENT DEPARTMENT (JPK) | Transfer of Compound Issuance Data from Handheld Officer System to MyEnforcer System | 24 hours |
| INFORMATION TECHNOLOGY DEPARTMENT (JTM) | Response to Damage Complaints According to SLA: - SLA 1: 15 minutes (MBMB Counter / Department Head) - SLA 2: 1 hour (Various Level Officers) - SLA 3: 24 hours (MBMB Branch Office) |
|
| COMMUNITY INFRASTRUCTURE AND LOGISTICS DEPARTMENT (JIKL) | 1. Conduct Regular Maintenance of MBMB Vehicles/Machinery | 24 hours |
| 2. Conduct Internal Repair Services for MBMB Vehicles/Machinery | 48 hours | |
| LEGAL OFFICE (PUU) | Preparation of Council Agreements: a) Contract Officer – COS/CFS b) Rental – Business Space/Premises/Property c) Management and Maintenance of Premises d) Parking Space Rental |
14 days |
| ONE STOP CENTRE UNIT (OSC) | 1. Circulation Period of Complete Applications to Relevant Technical Departments from Date Received | 24 hours |
| 2. Notification of OSC Committee Meeting Decisions to Applicants (Policy Decision) | 24 hours | |
| INTERNAL AUDIT UNIT (UAD) | Feedback on External Audit Findings | 14 days |
| INTEGRITY UNIT (UI) | Integrity Complaint Feedback Issued Within 24 Hours | 24 hours |
| MAGISTRATE COURT | 1. Summons Delivery | 14 days |
| 2. Case Registration | 24 hours | |
| COMMISSIONER OF BUILDINGS UNIT | Issuance of Joint Management Body (JMB) Establishment Certificate Within 14 Days of Receipt of Complete Application | 14 days |
| SPORTS UNIT | Confirmation of Rental Applications from Agencies Within 24 Hours | 24 hours |
| INNOVATION UNIT | Client Charter Performance Report of Each Department Displayed Every 7th Day of the Following Month on the Website | 7 days |
Client Charter – ISO 9001:2015 Requirements
Graha Makmur, No.1,
Jalan Tun Abdul Razak - Ayer Keroh,
Hang Tuah Jaya,
75450 Melaka, Malaysia.
Monday - Friday
General Line : +606 285 9700
Directory : MBMB Directory
Hotline : +606 333 3333
Complaint Line : +6013 302 9700 (Whatsapp only)
Fax : +606 232 5716
Email : aduan[at]mbmb[dot]gov[dot]my/
webmaster[at]mbmb[dot]gov[dot]my
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