The ACRA Service Charter is our commitment to customers in delivering service excellence that is aligned to our vision to make 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.

Key Standards

Attending to public at Revenue House counter (Waiting Time) 100% of customers served within 30 minutes from their appointments
General Enquiries (emails/calls/letters) 90% within 3 working days
Complex Enquiries (emails/calls/letters) 80% within 14 working days

Registry Services Department

For processing applications:
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
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 100% within 15 minutes of payment
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

Enforcement Department

Processing of application for extension of time (public listed company) 100% within 1 month of payment
Processing of striking off applications 100% within 14 working days
Striking off names of companies from the register

100% within 8 months after processing the application for striking off (objection cases)

Professional Oversight Department

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 for simple cases
100% within 6 calendar months for complex cases
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 Department

Selection of public accountants for Practice Monitoring Programme 75% before 4 weeks
100% before 6 weeks
Practice Monitoring Programme for public interest entities 75% within 7 calendar months
100% within 8 calendar months

Information Resource Department

Processing of business profile 99% within 15 minutes of payment
100% within 3 working days of payment*
Processing of extract  

99% within 15 minutes of payment
100% within 3 working days of 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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