Clients Charter

PORT KLANG AUTHORITY CLIENT CHARTER
Port Klang Authority is committed in providing efficient, reliable, and customer-focused services to all stakeholders. We are dedicated to meeting our customers’ needs and supporting the growth of the port and trade facilitation, while upholding the highest standards of professionalism and integrity.

Our client charter outlines our commitment in ensuring transparency, accountability and sustainability in our operations based on the following qualities:

NO	DEPARTMENT	CLIENT CHARTER
1.	Management Service & Procurement	Issue Letter of Acceptance (LOA) to successful tenderers within 14 days of the approval/decision date.
2.	Finance	Ensure all bills are paid 100% within fourteen (14) days from the date of receipt of the complete voucher.
3.	Internal Audit	Conduct audit and audit reviews, investigations, inspections, reviews, and evaluations of the activities of Port Klang Authority at least 4 times per year to ensure good governance, accountability and, transparency in the administration.
4.	Engineering	Complete documents of the port development plan received will be processed within seven (7) working days.
5.	Information Technology	All ICT system disruptions shall be resolved within three (3) hours. Failing this, manual procedures will be activated, and the customers will be informed accordingly.
6.	Marine Operations	i. Issue a depth sounding reports every three (3) months for wharves and every six (6) months for approach channels. ii. Manage the safety of navigation and facilitate ship movements within the port limit using vessel traffic management system on 24/7 basis.
7.	Legal	The vetting of any agreement between PKA and other party shall be carried out within 14 days after the receipt of the complete documents.
8.	Corporate Communications	Plan and execute promotional and publicity activities to convey latest information related to the industry, port, and trade facilities that are offered in Port Klang.
9.	Property Management	Ensure each ancillary service license application is processed within 14 working days from the date the complete application is received.
10.	Security Services	Ensure pre-arrival notifications that are complete are processed within two (2) hours of receipt.
11.	Fire Services	Ensure the permit application for hot work is processed within two (2) hours of receipt of complete documents.
12.	Planning & Development	Adherence to timely port planning and provision of adequate port capacity based on principles of sustainable development to ensure capacity utilization is below 85%.
13.	Privatisation & Investment	Ensure Terminal Operators comply with all Performance Standards and achieve the Key Performance Indicators (KPI) set by PKA.
14.	One Stop Centre	Ensure all customer suggestions and complaints received are processed within 8 working days.
15.	Free Zone	Ensure 100% of all complete declarations received from 0800 hours to 1800 hours are processed within 60 minutes at least 8 calendar months in a year.
16.	Dangerous Goods	Ensure 100% all complete electronic declarations between 0800 hours to 1800 hours are processed within 60 minutes of received at least 8 calendar months in a year.
17.	Human Resource	Ensure all complete applications of pensioner’s medical facility are approved within one (1) week.