{"id":29894,"date":"2025-10-26T16:05:16","date_gmt":"2025-10-26T08:05:16","guid":{"rendered":"https:\/\/www.motac.gov.my\/piagam-pelanggan\/"},"modified":"2025-12-01T22:59:03","modified_gmt":"2025-12-01T14:59:03","slug":"client-charter","status":"publish","type":"page","link":"https:\/\/www.motac.gov.my\/en\/client-charter\/","title":{"rendered":"Client’s Charter"},"content":{"rendered":"\t\t
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Client’s Charter<\/h1>

The Ministry of Tourism, Arts and Culture Malaysia is committed in providing excellent, quality and timely services in delivering its responsibilities as follows:

LICENSING<\/strong><\/p>

  • 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.<\/li><\/ul>


    TOURISM INDUSTRY DEVELOPMENT<\/strong><\/p>

    • 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;<\/li>
      2. To issue the results of the application within seven (7) working days from the date of the Tourism Fund Loan Committee Meeting.<\/li><\/ol><\/li>
      3. Process Tax Incentive application for tour operators within five (5) working days after complete application.<\/li>
      4. Process Tourism Project Registration application within 20 working days after complete application.<\/li><\/ul>


        MALAYSIA TOURISM CENTRE (MaTiC)<\/strong><\/p>

        • 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.<\/li>
        • To manage booking and rental applications of spaces in MaTiC within 5 working days and to provide quality technical support services.<\/li><\/ul>


          MALAYSIA MY SECOND HOME (MM2H)<\/strong><\/p>

          • 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.<\/li><\/ul>


            ARTS ACTIVISTS WELFARE FUND AND CULTURAL FUND<\/strong><\/p>

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


              INFRASTRUCTURE DEVELOPMENT<\/strong><\/p>

              • To verify payment documentation to contractors\/consultants within 5 working days.<\/li><\/ul>


                COMPLAINTS MANAGEMENT<\/strong><\/p>

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


                    FINANCE MANAGEMENT<\/strong><\/p>

                    • To ensure bills and invoices are paid within 14 working days after a complete document is received.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                      Client’s Charter The Ministry of Tourism, Arts and Culture Malaysia is committed in providing excellent, quality and timely services in delivering its responsibilities as follows: LICENSING 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…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"hide","_kad_post_layout":"fullwidth","_kad_post_sidebar_id":"","_kad_post_content_style":"unboxed","_kad_post_vertical_padding":"hide","_kad_post_feature":"hide","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-29894","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/pages\/29894","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/comments?post=29894"}],"version-history":[{"count":2,"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/pages\/29894\/revisions"}],"predecessor-version":[{"id":29898,"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/pages\/29894\/revisions\/29898"}],"wp:attachment":[{"href":"https:\/\/www.motac.gov.my\/en\/wp-json\/wp\/v2\/media?parent=29894"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}