Customer Charter

“Plan and provide professional fire and rescue services to save lives, property and the environment as well as increase the level of fire safety and public awareness.”

With that we promise to:

1. Issuing a Copy of the Fire/Emergency Report (SLKK) within seven (7) days from the date the complete application is received.
2. Issuing a technical plan certificate within fourteen (14) working days from the date the complete application is received.
3. Issuing a Release Letter for phased certification (Forms G8 and G9) within five (5) working days from the date of inspection provided that all fire safety installations are functional and documents have been completed.
4. Issuing a licensing support letter within seven (7) working days after the inspection is made.
5. Issuing a Fire Certificate within five (5) days from the date the fee payment is made.
6. Issue a report on the cause of the fire (LPK1) within fourteen (14) days after the fire investigation begins.
7. Issuing a Material Certification Certificate (New) within twenty-one (21) days from the date the complete application is received.
8. Provide feedback on course and training program applications within three (3) working days from the date the application is received.
9. Public Complaints Management: i) Provide initial feedback within three (3) working days. ii) Resolve complaints within ten (10) working days except for complaints that require further action/investigation.
10. Arrange bill payment to suppliers within fourteen (14) working days from the date of receipt of complete documents.