ACRA is committed to service excellence. We have established service standards to measure the effectiveness of our processes and the efficiency of our officers as well as to ensure continuity in our provision of quality performance.
We review the standards annually in order to meet the needs of the business community.
Replies
|
Service |
Service Standard |
| Responding to simple email enquiries |
85% 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 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 |
98% within 15 minutes 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 | |
Enforcement Division
|
Service |
Service Standard |
| 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. |
| Attending to public at meeting rooms |
85% within turnaround time of 30 minutes,
100% within turnaround time of 60 minutes. | |
Information Resource Division
|
Service |
Service Standard |
| 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
Finance Division
|
Service |
Service Standard |
| 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. |
| Preparation of eNets Cash Reconciliation Statement |
100% within 10 working days in the following month. |
|
Preparation of eNets Credit
Reconciliation Statement |
100% within 10 working days in the following month. |
| Monthly Reconciliation of Deposit Balance Between General Ledger and FMD010 |
100% within 10 working days in the following month. | |
Financial Reporting Regulations Division
|
Service |
Service Standard |
| Application for Registration as a Public Accountant |
75% within 14 working days
100% within 21 working days |
| 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 |
| Application for Approval of a 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 |
| 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 |
| 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 |
| 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 | |
Client Contact Centre
|
Service |
Service Standard |
| Handling Escalated Cases received from ACRA Helpdesk (exclude XBRL) |
General:
80% within 1 working day,
100% within 3 working days.
Case-specific:
80% within 3 working days,
100% within 7 working days. | |