Accounting and Corporate Regulatory Authority Singapore

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

ACRA is committed to Service Excellence.
We strive to deliver quality service that is reliable, accurate and prompt to meet your needs.
We believe that mutual respect and understanding will ensure a pleasant experience for all.
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

Responding to simple email enquiries	90% within 3 working days 100% within 7 working days
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 Registry and Facilitation Division

Registration of new business (direct registration)	100% within 15 minutes of payment
Registration of new business (processing of name appeal)	100% within 3 working days of complete submission of information
Registration of new business (referral)	90% within 14 working days 100% within 2 months
Registration of new business (endorsement)	100% within 15 minutes of payment after endorsement
Notification of business changes	98% within 15 minutes of payment 100% within 2 months of payment
Online 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 working 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 (direct registration)	100% within 15 minutes of payment
Registration of new limited liability partnership (where decision on name application was subject of appeal)	100% within 3 working days of complete submission of information
Registration of new limited liability partnership (referral)	90% within 14 working days 100% within 2 months
Registration of new limited liability partnership (endorsement)	100% within 15 minutes of endorsement

Client Engagement Division

Handling escalated calls 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
Attending to public at Compliance Enquiry Counter	95% of customers attended to within 30 minutes of waiting time, and completed the transaction with the customers within 30 minutes 100% of customers attended to within 60 minutes of waiting time, and completed the transaction with the customers within 60 minutes
Attending to public at General Enquiry Counter	95% of customers attended to within 60 minutes of waiting time, and completed the transaction with the customers within 30 minutes 100% of customers attended to within 90 minutes of waiting time, and completed the transaction with the customers within 60 minutes
Attending to public at SingPass Reset Counter	99% of customers attended to within 15 minutes of waiting time, and completed the transaction with the customers within 15 minutes 100% of customers attended to within 30 minutes of waiting time, and completed the transaction with the customers within 30 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

Professional Oversight Division

Application for registration as a public accountant	75% within 8 working days upon receipt of application with the required enclosures and information 100% within 11 working days upon receipt of application with the required enclosures and information
Change in particulars of public accountants	100% within 15 minutes of payment
Renewal of public accountant registration	100% within 30 minutes
Cancellation of public accountant registration	90% within 14 working days 100% within 21 working days
Approval of public accounting firm	75% within 3 working days 100% within 23 working days
Change in particulars of public accounting firms	100% within 15 minutes of payment (without endorsement)
Application for change of name of public accounting firm	100% within 3 working days
Revocation of public accounting firm	100% within 15 minutes
Complaint against public accountant, public accounting firm, public accounting corporation or accounting limited liability partnerships	100% within 3 calendar months 75% within 2 calendar months
Renewal of approval to act as an Approved Liquidator	75% within 21 working days 100% within 30 working days
Application to be an Approved Liquidator	50% within 14 working days 100% within 28 working days

Practice Monitoring Division

Selection of public accountants for Practice Monitoring Programme	75% before 4 weeks 100% before 6 weeks
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

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
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*
Package information: - For standard package - For non-standard package	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
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
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

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