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Clients Charter

JOHOR BAHRU CITY COUNCIL CLIENT CHARTER

 The MBJB customer service system provides the best hospitality and services at all times by:

1. Ensuring that feedbacks on complaints are provided within less than three (3) days through short messaging service (SMS) and less than 14 days for written complaints.
2 Counter service is provided within 20 minutes during normal hours and 60 minutes during peak hours.
3 Pertainingbusiness and advertisement licences:-
 
  • Non-high risk business and advertisement licences are deliberated within nine (9) working hours from the   receipt of completed applications.
 
  • High-risk business and advertisement licences are deliberated within 30 days from the receipt of completed application.
4 Ensuring deliberation of all development plan applications at least 38 days from the receipt of completed applications such as:-
 
  • Planning Permission;
 
  • Street, Building & Residential Area Name Plans;
 
  • External Advertisement Plans;
 
  • Temporary Approval Plans;
 
  • Temporary Permit Plans (showhouse,sales office abd other temporary activities);
 
  • Transmitter System Structure Plan.
5. Ensuring deliberation of all Building Plan applications within 28 days from the receipt of the completed applications
6. Ensuring official deliberation of all development plan applications within the purview of the Head of Department within 50 days from the receipt of completed applications, such as:-
 
  • Earthwork Plan;
 
  • Street & Drainage Plan;
 
  • Irrigation Plan;
 
  • Street Light & Traffic Light Plan;
 
  • Landscape Plan;
 
  • Temporary Permit Plan (site office, staff house at the construction site, obstruction board, project signage and other  temporary components at the construction site)
 
  • Additional Renovation Plan.
7. Ensuring reimbursement of payment claims within 14 days from the receipt of completed claims by the Department.
8. Ensuring deliberation of property tax objection applications within twelve (8) weeks from the receipt of applications by the Department.
9. Ensuring delivery of all property tax bills to tax payers within three (3) weeks after the beginning of each quarter.
10. Ensuring implementation of dengue outbreak control services by fogging within 72 hours upon instruction being given.
11. Ensuring implementation of community social development, religious and sports activities twice (2) a month in the Council Members zone areas in collaboration with the Residents Committee, non-governmental organisations and the private sector.