The ACRA Service Charter is our commitment to customers in delivering service excellence that is aligned to our vision, ie "Singapore: The trusted and best place for business".
ACRA Service Charter
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ACRA is committed to Service Excellence.
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We strive to deliver quality service that is reliable, accurate and prompt to meet your needs.
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We believe that mutual respect and understanding will ensure a pleasant experience for all.
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At ACRA, we will continue to improve our services to meet your needs and expectations.
We have established service standards to measure the effectiveness of our processes and service efficiency of our officers. The standards are reviewed annually to meet the needs of our customers and ensure continuity in our quality performance.
Generic Standards
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Responding to simple email enquiries |
90% within 3 working days
100% within 7 working days |
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Replying to simple/standard correspondence |
85% within 7 working days
100% within 14 working days |
|
Replying to complex correspondence |
85% within 1 month (to send interim reply)
100% within 2 months |
Business Facilitation Division
|
Registration of new business |
98% within 15 minutes of payment
100% within 2 months of payment |
|
Notification of changes (business) |
98% within 15 minutes of payment
100% within 2 months of payment |
|
Renewal of business registration |
100% within 15 minutes of payment |
|
Processing of GIRO applications |
100% within 3 working days from receipt
of application |
|
Processing of incorporation / registration of companies |
98% within 15 minutes of payment
100% within 2 months of payment |
|
Processing of company name (auto approval) |
100% within 15 minutes of payment |
|
Processing of company name appeals |
100% within 3 days of complete submission of information |
|
Processing of company name (referral) |
90% within 14 working days of payment
100% within 2 months of payment |
|
Processing of charges |
95% within 2 working days of payment
100% within 4 working days of payment |
|
Processing of striking off applications |
85% within 5 working days of payment
100% within 14 working days of payment |
|
Striking off names of companies from the register |
85% within 6 months after processing the application for striking-off (no objection cases)100% within 8 months after processing the application for striking off (objection cases) |
|
Registration of new limited liability partnership |
98% within 15 minutes of payment / endorsement / approval 100% within 2 months of payment |
Client Engagement and Communications Division
|
Handling escalated calls (excluding XBRL) received from ACRA Helpdesk |
General:
80% within 1 working day
100% within 3 working days
Case-specific:
80% within 3 working days
100% within 7 working days |
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Attending to public at General Enquiry Counter |
95% of customers served within 30 minutes
100% of customers served within 60 minutes |
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Attending to public at SingPass Reset Counter
|
99% of customers served within 15 minutes
100% of customers served within 30 minutes |
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Attending to public at Compliance Enquiry Counter |
95% of customers served within 30 minutes
100% of customers served within 60 minutes |
Enforcement Division
|
Processing of application for extension of time (private and public unlisted companies) |
85% within 5 working days of payment
100% within 14 working days of payment |
|
Processing of application for extension of time (public listed company) |
85% within 14 working days of payment
100% within 1 month of payment |
|
Processing of application for one director’s signature |
85% within 14 working days of payment
100% within 1 month of payment |
Finance Division
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Processing of application for refund (existing vendor account) |
80% within 7 working days from date of creation of payment voucher in NFS@Gov
100% within 14 working days from date of creation of payment voucher in NFS@Gov |
|
Processing of application for refund (new vendor account) |
80% within 8 working days from date of approval of vendor record in NFS
100% within 15 working days from date of approval of vendor record in NFS |
|
Preparation of Daily Collection Reconciliation Statement
|
100% within 10 working days in the following month |
|
Preparation of eNETS Debit Reconciliation Statement |
100% within 10 working days in the following month |
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Preparation of eNETS Cash Reconciliation Statement |
100% within 10 working days in the following month |
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Preparation of eNETS Credit Reconciliation Statement |
100% within 10 working days in the following month |
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Monthly reconciliation of deposit balance between General Ledger and FMD010 |
100% within 10 working days in the following month |
Financial Reporting Regulations Department
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Application for registration as a public accountant |
75% within 8 working days upon receipt of application if it meets the registration requirement
100% within 11 working days upon receipt of application if it meets the registration requirement |
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Change in particulars of public accountants |
100% within 15 minutes of payment |
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Renewal of public accountant registration |
100% within 30 minutes |
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Cancellation of public accountant registration |
90% within 14 working days
100% within 21 working days |
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Application for approval of a public accounting firm |
75% within 3 working days
100% within 23 working days |
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Change in particulars of public accounting firms |
100% within 15 minutes of payment (without endorsement) |
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Application for change of name of public accounting firm |
100% within 3 working days |
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Revocation of public accounting firm |
100% within 15 minutes |
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Processing of complaints against public accountants, public accounting firms, public accounting corporations and accounting limited liability partnership |
100% within 3 calendar months
75% within 2 calendar months |
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Renewal of approval to act as an Approved Liquidator |
75% within 21 working days
100% within 1 month |
|
Application to be an Approved Liquidator |
50% within 14 working days
100% within 28 working days |
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Selection of public accountants for Practice Monitoring Programme |
75% before 4 weeks
100% before 6 weeks |
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Practice Monitoring Programme for non-public interest entities |
75% within 4 calendar months
100% within 5 calendar months |
|
Practice Monitoring Programme for public interest entities |
75% within 7 calendar months
100% within 8 calendar months |
Information Resource Division
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Processing of business profile |
95% within 30 minutes of payment, 100% within 3 working days of payment* |
|
Processing of microfilm request |
90% within 1 working day of payment
100% within 2 months of payment |
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Processing of extract service:
- For non-electronic extracts
- For electronic extracts
|
95% within 1 working day of payment
100% within 2 months of payment
95% within 30 minutes of payment
100% within 3 working days
of payment*
|
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Package information:
- For standard package
- For non-standard package
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90% within 5 working days upon initial payment
100% within 1 month upon initial payment
90% within 14 working days upon initial payment
100% within 1 month upon initial payment |
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Processing of application for Lodgement of Court Order / Notice of Error in Document Lodged |
90% within 3 working days upon receiving workflow
100% within 5 working days upon receiving workflow |
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Turnaround time for updating of information filed via BizFile into the master database |
Within 30 minutes |
* cases where the requestor has encountered problems receiving the information and we need to investigate