Client's Charter

• To process licence approval/issuance for tourism operating businesses and travel agencies businesses (TOBTAB) within 20 days from the approved Jawatankuasa Penilaian dan Perakuan Permohonan Dan Rayuan Lesen (MJKPDRL) Meeting Minutes.

• To manage the Tourism Fund by :
  
  1. Processing and calling for a presentation within 14 working days from the receiving date of a completed application;
  2. To issue the results of the application within seven (7) working days from the date of the Tourism Fund Loan Committee Meeting.
• Process Tax Incentive application for tour operators within five (5) working days after complete application.
• Process Tourism Project Registration application within 20 working days after complete application.

• To enhance services at MaTiC counters to be efficient and friendly with a waiting period of not more than 10 minutes and providing accurate information to tourists.
• To manage booking and rental applications of spaces in MaTiC within 5 working days and to provide quality technical support services.

• To process an MM2H application within 90 working days from the receiving date of a completed application and subject to the bank's confirmation during the same period.

• To manage the Arts Activists Welfare Fund and Cultural Fund, which have been approved by the Culture Evaluation Committee within 7 working days.

• To verify payment documentation to contractors/consultants within 5 working days.

• To reply to customers' complaints speedily, accurately and courteously as follows:
  1. To issue an acknowledgment letter after receiving complaints within 3 working days
  2. To issue a follow-up letter for investigation/response within 7 working days after the complaint is received.

• To ensure bills and invoices are paid within 14 working days after a complete document is received.