en - Client Charter

No.	Client Charter		Achievement
1.	General Administration and Training Unit
	1.	Ensure every staff get on training at least 3 times a year	100%
	2.	Give respond to all kind of inquiries and complaints within 3 working days	100%
	3.	Permission requests to attend any course were processed within 7 working days	100%

2.	Transportation unit
	1.	Process all applications for vehicle within 1 week for the destinations in Melaka and 2 weeks for destinations outside of Malacca from the date of application	100%
	2.	Ensure vehicle travel logbook checked once per week	100%
	3.	Solve all the problems regarding vehicle damage within 1 week from the date of the report	80%
	4.	Ensuring the security and welfare of all the drivers covered	100%

3.	Security unit
	1.	Manage and control of all the entrances and exit gate	100%
	2.	Guard, control and manage life and all college properties	100%
	3.	Enforcing the rules in UNIMEL	100%
	4.	Prepare, process and enforce the use of stickers for all vehicles in UNIMEL	100%

4.	Information Technology Unit
	1.	Give feedback to all complaints received within 2 working days	100%
	2.	Resolve complaints within 3 working days excluding the complaints regarding spare parts and service suppliers	100%

5.	Customer Relations Unit
	1.	Build a friendly and accountable communication environment between all members of society in UNIMEL	100%
	2.	Provide courteous and hospitality to all guests and visitors at any time	100%
	3.	Disseminate and spread information accurately for all activities in UNIMEL within 3 working days	90%

6.	Academic and International Affairs
	1.	Ensuring academic registration process for new student is within 10 minutes	100%
	2.	Update student records within 24 hours after signing	100%
	3.	Maintaining students’ personal files continuously for the whole semester	100%
	4.	Issuing the disciplinary decision letter within 7 days after the trial is complete	100%
	5.	Displaying the actual final exam schedule at least two weeks before the examination week	100%
	6.	Preparing the Examination Hall at least two weeks before the examination week.	100%
	7.	Preparation of 01 and 02 MQA documents within 1 month	100%
	8.	Feedback reports from MQA panel within 14 days	100%
	9.	Strive to ensure that the final examination results with 90% get a full pass	80%

7.	Student Affairs and Alumni
	1.	Providing an efficient service and hospitality, quick and quality at any time	100%
	2.	Be a friendly, efficient and prudent to customers	100%
	3.	Responsive and sensitive to all needs and welfare of students	100%
	4.	Provide programs for students to increase students' character and leadership	100%
	5.	Managing and guiding the activities of student associations to ensure students achieve the vision and mission of UNIMEL	100%

8.	Finance Department
	1.	Account Unit
		Preparing Annual Operating Budget that approved by The Board of Directors and State Government Meeting Council. Every Unit/ Department will be informed about the Annual allocation before or on the first week every year.	100%
		To suggest the final Financial Statements for every year on December 31st to the Auditors. The Financial Statements were presented at the Annual General Meeting.	100%
	2	Loan and Scholarship Unit
		Providing information and explanations related to loans or scholarships.	100%
		Manage loan or scholarship application and payment according to the schedule provide by the sponsors.	100%
	3	Procurement Unit
		Issued Unit or Department order for procurement application through Tender/ Official Quotation/ Direct purchased within 7 working days from the date of approval acquisition and complete application.	100%
	4	Revenue Unit
		Providing the best counter service, efficient and the ability to give the clear, accurate and adequate information to the customers.	80%
		Feedback and action for all formal suggestions and complaints will be taken by 7 days from the date received.	100%

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