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UTeM | Universiti Teknikal Malaysia Melaka

Home Corporate Info About UTeM Client Charter

Client Charter

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We are committed to deliver the best service to our clients based on our charter as follows:

No.

Description

Measurement

Frequency of Reporting

Achievement

Office/Department

1

Successful candidate will get the official intake result through UTeM’s portal immediately after the official announcement by the Minister of Higher Education

Time period
(1 hour after official announcement made by MOHE)

Every intake session

90%

REGISTRAR

2

Result for study leave application will be informed to the applicant within 7 working days after approval from UTeM’s Study Leave Panel and Scholarship Department, MOHE

Time period (within 7 working days upon  approval)

Monthly

90%

3

Staff confirmation result will be notified to designated staff within 7 working days after the meeting of Confirmation Panel and Staff Examination.

Time period (within 7 working days after meeting)

Quarterly

100%

4

Staff/vendor reimbursement within 14 days from the date of completed document received by Bursary.

Percentage of reimbursement within 14 days.

Monthly

100%

BURSARY

5

Scholarship disbursement to student within 12 days from the date of payment received from sponsor/organiser.

Percentage of scholarship disbursement within 12 days.

Monthly

100%

6

Reference materials ready for circulation within 4 months after acquisition process.

Number of books processed

Monthly

100%

LIBRARY

7

To provide network services and internal application system which is efficient, secure and reliable to clients with more than 95% access time.

% of access time

Monthly

100%

COMPUTER CENTRE

8

Resolve 80% of damage and improvement  complaints within 2 weeks

Number of complaints

Monthly

100%

DEVELOPMENT OFFICE

9

Providing students with friendly, proficient and equitable service.

Questionnaire

Every early and end of semester

65%

STUDENTS & ALUMNI AFFAIRS OFFICE

10

Reimbursement for researchers (mileage claim, purchasing, etc.) within 14 days after complete document received by Bursary.

Via Integrated Financial Information System

Monthly

90%

CRIM

11

Average waiting time for service counter at Centre for Graduate Studies is less than 30 minutes.

Questionnaire

During working hours

100%

CENTRE FOR GRADUATE STUDIES

12

To distribute notification letter on Industrial Training to the industry not later than 1 month before commencement.

Time period

Annually

80%

PJIM

13

Participant wll receive training invitation letter.

Time period (1 week before training)

Every training

90 %

CENTRE FOR TEACHING AND LEARNING

14

To inform the faculty on the program accreditation result within 2 working days.

Time period

After each result is obtained

100%

QUALITY ASSUARANCE AND ACCREDITATION CENTRE

15

To conduct investigation on accidents /  dangerous occurrences / occupational diseases and complaints on safety and occupational health within 3 days of receiving notice.

Time period

Monthly

100%

OSHA

16

To inform the participants on their program participation confirmation within 10 working days.

Distribution of Participant's Participation

Every training

100%

CENTRE FOR CONTINUOUS LEARNING

17
Library provides Institutional Repository services (ePrint) for UTeM's publications
Number of Processed Material
Monthly
80%
LIBRARY
 
 
 
     

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