S/NO

SERVICE OFFERED

PROCESS/REQUIREMENT

COST

TIMELINE

1.

Responding to formal correspondence

Request submitted to the relevant office

Free

4 working days

2.

Responding to communication done via official email

Checking email regularly and responding appropriately 

Free

One day

3.

Response to enquiry by walk-in clients

Visit the relevant office and make the enquiry

Free

 Within 1 minute

4.

Response to phone calls (Landline or any other official line)

Answering the call within the timeline

Free

15 seconds

5.

Response to customer complaints and grievances

Lodging of a complaint

Free

1 working day

6.

Resolution of complaints 

Ensure complaint is resolved 

Free

14 working days