Customer Charter
Customer Charter
Your Comfort is Our Priority
The MAIPs Customer Charter outlines our commitment to providing quality and professional services to all customers. We pledge:
Customer Service
- To provide friendly, courteous, and respectful service to customers immediately once their number is called.
- To provide information services on zakat, waqf, and da’wah within a reasonable period from the date the application is received.
Assistance Applications and Other Services
- To conduct investigations on assistance applications within 10 days after the application is received.
- To process waqf property applications within 30 days.
Assistance Approval
- To approve house construction/repair assistance in the FOLLOWING YEAR for applications that have been approved by the mosque committee (jawatankuasa kariah) or the relevant stakeholders.
- To approve house construction/repair assistance within 1 month (immediately) for applications involving natural disasters.
- To approve other types of assistance such as subsistence, medical, education, and fisabilillah contributions within 3 months.
Payments, Official Receipts, Payment Statements, and Certificates
- To process complete bills and approve assistance payments within 14 days from the date the bill is received by the Finance Unit.
- To issue official receipts for zakat, waqf, and general fund collections on the same day.
- To issue the annual zakat payment statement to zakat contributors through monthly salary deductions within 30 days in the following year.
- To issue waqf certificates to donors within 7 days from the date of registration of the waqf property ownership.
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