Performance Pledges 2019 / 2020

2019/2020 Performance Pledges
Service Type Service Standard Performance Target (%)
1. Registration of land documents 15 working days 92
 

(a)

From receipt of an instrument to updating the land register with the registered instrument ^; and

11 working days  
 

(b)

Completion of imaging and return of the registered instrument to the lodging party ^

4 working days  
2. Counter search of land registers 15 minutes 97
3. Supply of imaged copies of land records
 

(a)

Over the counter

  • Without oversized plans
15 minutes 97
   
  • With oversized plans
5 working days 97
 

(b)

Order via online services
(i) Collection in person
  • Without coloured plans
1 working day 97
   
  • With coloured plans
3 working days 97
   
  • With oversized plans
5 working days 97
    (ii) Delivery by post or courier
  • Without coloured plans
    • Orders placed before 6 pm
    • Orders placed after 6 pm or on Saturdays, Sundays & public holidays

1 working day
2 working days

97
97
   
  • With coloured plans
3 working days 97
   
  • With oversized plans
5 working days 97
4. Supply of certified copies of land records
 

(a)

Over the counter

  • Land registers
35 minutes 97
   
  • Imaged copies without oversized plans
35 minutes 97
   
  • Imaged copies with oversized plans
5 working days 97
 

(b)

Order via online services
(i) Collection in person
  • Land registers
1 working day 97
   
  • Imaged copies
    • Without oversized plans
    • With oversized plans
3 working days
5 working days
97
97
    (ii) Delivery by post or courier
  • Land registers
    • Orders placed before 6 pm
    • Orders placed after 6 pm or on Saturdays, Sundays & public holidays

1 working day
2 working days

97
97
   
  • Imaged copies without oversized plans
3 working days 97
   
  • Imaged copies with oversized plans
5 working days 97
5. Sale of Memorial Day Book (MDB)
 

(a)

Approval of MDB applications

2 working days 98
 

(b)

Delivery of MDB data files

1 working day 98
6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)
 

(a)

Approval of MMIM applications

2 working days 98
 

(b)

Delivery of MMIM data files

4 working days 98
7. Telephone Enquiry Services
 

(a)

Voice mail left during office hours

Return calls within 40 minutes after receiving the voice mail. 94
 

(b)

Voice mail left after office hours

Return calls before 10 am on the next working day. 94
8. Amendment of Registered Data
 

(a)

Simple Cases
(i.e. Rectification of land registers based on Memorial information)

3 working days 94
 

(b)

Complicated Cases

10 working days 93
9. Registration of withheld instruments redelivered for registration 16 working days 92
 

(a)

From receipt of a withheld instrument redelivered for registration to updating the land register with the registered instrument; and

12 working days  
 

(b)

Completion of imaging and return of the registered instrument to the lodging party

4 working days  
10. Owners' corporation services
 

(a)

Registration of owners' corporations*

30 working days 90
 

(b)

Supply of copies of owners' corporation records

30 minutes 90
11. Handling of suggestions / complaints Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is not possible, an interim reply will be sent within this period. -
  ^ Excluding complicated cases and instruments withheld from registration
* Excluding complicated cases and applications that require further supporting documents for processing