Client's Charter

We promise:

  • TO EFFICIENTLY AND EFFECTIVELY MANAGE THE NATION’S DEFENCE IN ENSURING THAT THE COUNTRY’S STRATEGIC INTEREST, SOVEREIGNTY AND INTEGRITY ARE ALWAYS UPHELD.

    1.1 POLICY MANAGEMENT

    1.1.1 To prepare speaking notes and defence brief for Ministries/ Agencies/ International Organisations/ Local Organisations within 7 days upon receipt of formal request.

    1.1.2 To submit draft of diplomatic protest notes within 2 working days upon receipt of the complete report to the Ministry of Foreign Affairs.

    1.1.3 To provide views to the Ministry of Foreign Affairs concerning diplomatic clearance for foreign military ships and aircrafts within  2 working days upon receipt of a  complete application.

    1.1.4 To prepare and forward answers for oral Parliamentary questions to the Minister’s or Deputy Minister’s Office no later than 2 days prior to due date in Parliament.

    1.2 DEVELOPMENT OF DEFENCE INDUSTRY

    1.2.1 To host at least  3 programmes related to  the defence industry and security, such as the local and international defence industry exhibitions, seminars and workshops annually.

    1.2.2 To issue credit offset approval letters within 2 weeks upon receipt of complete documents and certified by beneficiaries.

    1.2.3 To coordinate the activities/participation of defence industry companies in international defence exhibitions 4 months prior to the commencement of exhibitions.

     1.3 DEFENCE RESEARCH AND TECHNICAL SERVICES

    1.3.1 To conduct research, investigation and studies related to defence technology within a period of 3 months from the date of application.

    1.3.2 To complete tests and issue reports within a period not exceeding:
             (i) 1 month from the date of application for non – tender items; and
             (ii) 3 months from the date of application for tender items.

    1.3.3 Endorsement of Defence Procurement Specification
             (i) To screen and endorse Defence Procurement Specification within  a period not exceeding 2 months from the date of application of complete specification.
             (ii) To issue Specification Endorsement Certificate within a period not exceeding 3 days.

     1.4 AUDITING

    1.4.1 To prepare an independent Audit Observation report towards the Audit Performance within 30 days of a completed audit.

    1.4.2 To manually conduct Financial Management Audit in the current year based on a 3-year cycle towards 106 Responsibility Centres (RC).

    1.4.3 To prepare an Audit Observation report on Financial Management Audit to the Auditee within 20 working days of a completed audit.

    1.4.4 To conduct online Financial Management Audit based on the Accountability Index (AIMS) on at least 100 Responsibility Centres (RC).

    1.5 CLIENT COMPLAINTS MANAGEMENT

    1.5.1 To acknowledge complaints received from complainants within 24 hours.

    1.5.2 To provide feedback regarding the status of the complaint, whether due action has been taken or the need for further investigation, within 15 working days from the date of receipt of the complaint.

  • COMMITTED TO SERVE THE NEEDS OF THE MALAYSIAN ARMED FORCES IN TERMS OF CAPABILITY DEVELOPMENT AND PREPAREDNESS.

    2.1 PROCUREMENT (UTILITIES AND SERVICES) MANAGEMENT

    2.1.1 All procedures for the procurement of supplies and services for the Ministry of Defence, beginning from the approval of the Vetting Committee to the issuance of the Letter of Acceptance (LoA) shall be executed within the stipulated period as follows:

    No. Procurement Method Procurement Type Evaluation Method Terms (Working Days)
    1 Quotation - Cost 55
    Cost And Technical 65 (Exclusive of STRIDE reporting period)
    2 Tender Open and Limited Cost 70
    Cost And Technical 80 (Exclusive of STRIDE reporting period)
    International Cost 177
    Cost And Technical 267

    2.1.2 All supplies and services contracts will be renewed within 14 working days before the expiry date of the current contract subject to receipt of complete application from the user 6 months before the contract expires.

    2.1.3 Procurements under ‘Dasar Baharu’ and ‘One-Off’ allocations will be processed within the current year subject to the receipt of applications before 31st March of the current year.

    2.2 INFRASTRUCTURE PROJECT MANAGEMENT

    2.2.1    Tender or quotation process for contract works from the date of the tender or quotation is closed until the issuance of the Letter of Acceptance (SST/LO) shall be implemented within the stipulated period as follows: -

    No. Method Duration
    1 Quotation 60 days
    2 Tender 90 days

    2.2.2 To prepare contract documents within 3 months from the date of the Letter of Acceptance.

  • COMMITTED TO SERVE THE NEEDS OF THE MALAYSIAN ARMED FORCES IN TERMS OF HUMAN RESOURCE MANAGEMENT, FINANCE AND ICT.

    3.1 FINANCE MANAGEMENT

    3.1.1 To furnish all  programmes with General Provision Warrant  within 10 working days from the date of receipt from the Treasury.

    3.1.2 Financial applications  to be processed and decided upon  within  5 working days upon receipt.

    3.2 MANAGEMENT OF PAYMENTS

    3.2.1 To settle all bills within 14 days upon receipt of completed documents.

    3.2.2 To process salaries of civilians and send the information to banks 3 working days before pay day so as to ensure that civilians are paid on the dates set by the Accountant General’s Department of Malaysia.

    3.2.3 To account for receipts and to issue official receipts within 1 working day.

    3.2.4 To carry out inspection on all eSPKB Responsibility Centres in the Klang Valley at least once a year.

    3.3 HUMAN RESOURCE MANAGEMENT

    3.3.1 To review and consider proposals for improvement and application of allowances, benefits and terms of services as well as retirement benefits of the Malaysian Armed Forces (MAF) for submission to the Central agencies within:

    i) 21 working days from the date of receipt of a complete and complex proposal; and

    ii) 7 working days from the date of receipt of a Complete and non complex proposal.

    3.3.2 To submit duly  completed retirement documents to the Public Service Department (PSD) no later than 4 months before the retirement date.

    3.3.3 To carry out counselling intervention sessions within 7 working days upon receipt of the application.

    3.4 ICT MANAGEMENT & DEVELOPMENT

    3.4.1 To ensure the network and application system achieves at least 99% accessibility level during normal operation.

    3.4.2 To fully resolve ICT security breach incidents within 24 hours.

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Ministry of Defence Malaysia

Jalan Padang Tembak
50634 Kuala Lumpur
MALAYSIA
(60)3-2059 8400
(60)3-2691 4163
portal[at]mod[dot]gov[dot]my
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