Client's Charter
Client's Charter Achievements for 2014
| NO. | SELECTED ACTIVITY | STANDARD CHARTER | ACHIEVEMENT | ||||
|---|---|---|---|---|---|---|---|
| JAN - MAR | APR - JUN | JUL - SEP | OCT - DEC | ||||
| 1 | To organise at least 30 trade promotion activities every 3 months. | At least 30 activities every 3 months | 32 activity |
35 activities |
15 activities |
45 activities |
|
| 2 | i) | To entertain and answer information on trade opportunities within 2 working days. | Within 2 working days | 5,447 enquiries |
5,962 enquiries |
4,449 enquiries |
4,558 enquiries |
| ii) | To disseminate international tender notices within 2 working days. | Within 2 working days | 8 tenders |
8 tenders |
10 tenders |
8 tenders |
|
| 3 | To inform the results to the applicants for participation in the trade fairs and trade missions within one (1) week after the application closing date. | Within 1 week | 442 applications |
662 applications |
712 applications |
275 applications |
|
| 4 | To ensure the release of publications as follows: | ||||||
| i) | MATRADE Online News - every 2 weeks | Every 2 weeks | 1 issue | 7 issues | 7 issues | 5 issues | |
| ii) | MATRADE Leads - every week | Every week | 13 issues | 13 issues | 13 issues | 13 issues | |
| iii) | Up-coming Events - every 3 months | Every 3 months | 1 issue | 1 issue | 2 issues | 1 issue | |
| iv) | Trade Mart - every 2 months | Every 2 months | 1 issue | 2 issues | 1 issue | 2 issues | |
| 5 | To update the website within 2 working days upon receiving the updated information. | Within 2 working days | 57 informations |
42 informations |
56 informations |
46 informations |
|
| 6 | To review all completed Market Development Grant (MDG) applications and to give the results to the applicants within 10 working days. | Within 10 working days | 424 applications |
1,784 applications |
1,532 applications |
1,550 applications |
|
Client's Charter Achievements for 2013
| NO. | SELECTED ACTIVITY | STANDARD CHARTER | ACHIEVEMENT | ||||
| JAN - MAR | APR - JUN | JUL - SEP | OCT - DEC | ||||
| 1 | To organise at least 30 trade promotion activities every 3 months. | At least 30 activities every 3 months | 26 activities |
49 activities |
34 activities |
44 activities |
|
| 2 | i) | To entertain and answer information on trade opportunities within 2 working days. | Within 2 working days | 4,010 enquiries |
4,961 enquiries |
4,626 enquiries |
5,073 enquiries |
| ii) | To disseminate international tender notices within 2 working days. | Within 2 working days | 18 tenders |
8 tenders |
5 tenders |
10 tenders |
|
| 3 | To inform the results to the applicants for participation in the trade fairs and trade missions within one (1) week after the application closing date. | Within 1 week | 306 applications |
581 applications |
865 applications |
239 applications |
|
| 4 |
To ensure the release of publications as follows: |
||||||
| i) | MATRADE Online News - every 2 weeks | Every 2 weeks | 6 issues | 6 issues | 6 issues | 3 issue | |
| ii) | MATRADE Leads - every week | Every week | 12 issues | 13 issues | 10 issues | 13 issues | |
| iii) | Up-coming Events - every 3 months | Every 3 months | 1 issue | 1 issue | 1 issue | 1 issue | |
| iv) | Trade Mart - every 2 months | Every 2 months | 1 issue | 2 issue | 1 issue | 2 issues | |
| 5 | To update the website within 2 working days upon receiving the updated information. | Within 2 working days | 118 informations |
142 informations |
73 informations |
111 informations |
|
| 6 | To review all completed Market Development Grant (MDG) applications and to give the results to the applicants within 10 working days. | Within 10 working days | 1,203 applications |
1,800 applications |
1,301 applications |
1,867 applications |
|
Client's Charter Achievements for 2011
| NO | SELECTED ACTIVITY | STANDARD CHARTER | ACHIEVEMENTS | ||||
| JAN - MAR | APR - JUN |
JUL - SEP | OCT - DEC | ||||
| 1 | To organise at least 30 trade promotion activities every 3 months. | At least 30 activities every 3 months | 65 activities |
80 activities |
64 activities |
42 activities |
|
| 2 | i) | To entertain, answer and distribute information on trade opportunities within 4 working days. | Within 4 working days | 2,892 enquiries |
4,610 enquiries | 4,261 enquiries | 4,545 enquiries |
| ii) | To disseminate international tender notices within 2 working days. | Within 2 working days | 10 notices |
36 notices | 22 notices | 20 notices | |
| 3 | To inform the results to the applicants for participation in the trade fairs and trade missions within one (1) week after the application closing date. | Within 1 week | 262 applications |
247 applications | 132 applications | 158 applications | |
| 4 |
To ensure the release of publications as follows: |
||||||
| i) | MATRADE Online News - every 2 weeks | Every 2 weeks | 6 issues | 7 issues | 6 issues | 7 issues | |
| ii) | MATRADE Leads - every week | Every week | 13 issues | 13 issues | 13 issues | 12 issues | |
| iii) | Up-coming Events - every 3 months | Every 3 months | 1 issue | 1 issue | 1 issue | 1 issue | |
| iv) | Trade Mart - every 2 months | Every 2 months | 2 issues | 2 issues | 1 issue | 2 issue | |
| 5 | To update the website within 2 working days upon receiving the updated information. | Within 2 working days | 52 information |
52 information | 41 information | 57 information |
|
| 6 | To review all completed Market Development Grant (MDG) applications and to give the results to the applicants within 10 working days. | Within 10 working days | 507 applications |
1,227 applications | 872 applications | 1,050 applications | |
Client's Charter Achievements for 2012
| NO. | SELECTED ACTIVITY | STANDARD CHARTER | ACHIEVEMENTS | ||||
| JAN - MAR | APR - JUN | JUL - SEP | OCT - DEC | ||||
| 1 | To organise at least 30 trade promotion activities every 3 months. | At least 30 activities every 3 months | 50 activities |
82 activities |
58 activities |
55 activities |
|
| 2 | i) | To entertain, answer and distribute information on trade opportunities within 4 working days. | Within 4 working days | 5,290 enquiries | 4,273 enquiries | 4,232 enquiries |
4,800 enquiries |
| ii) | To disseminate international tender notices within 2 working days. | Within 2 working days | 11 tenders | 7 tenders | 7 tenders | 17 tenders | |
| 3 | To inform the results to the applicants for participation in the trade fairs and trade missions within one (1) week after the application closing date. | Within 1 week | 487 applications | 1,055 applications | 284 applications |
228 applications | |
| 4 |
To ensure the release of publications as follows: |
||||||
| i) | MATRADE Online News - every 2 weeks | Every 2 weeks | 6 issues | 7 issues | 6 issues | 6 issues | |
| ii) | MATRADE Leads - every week | Every week | 13 issues | 13 issues | 13 issues | 12 issues | |
| iii) | Up-coming Events - every 3 months | Every 3 months | 1 issue | 1 issue | 1 issue | 1 issue | |
| iv) | Trade Mart - every 2 months | Every 2 months | 1 issue | 2 issues | 2 issues | 2 issues | |
| 5 | To update the website within 2 working days upon receiving the updated information. | Within 2 working days | 45 informations | 52 informations | 58 informations | 53 informations | |
| 6 | To review all completed Market Development Grant (MDG) applications and to give the results to the applicants within 10 working days. | Within 10 working days | 1,062 applications | 1,349 applications | 1,241 applications | 1,946 applications | |
Client's Charter
At MATRADE, we appreciate the importance of providing a positive business experience to our valued clients.
We continuously seek to enhance our products and services and are committed to delivering reliable and consistently high-quality service.
1. To organise at least 30 trade promotion activities every quarter:
- International Trade Fair
- Trade and Investment Mission
- Export Acceleration Mission
- Promotion Booth
- International Sourcing Programme (INSP)
- In-Store Promotion
- Export Training Program
- Industry Visits
- Guest Speaker
- Outreach Programme
- Courtesy Call
2. To entertain and answer information on trade opportunities within two(2) working days.
3. To inform the results to the applicants for participation in the trade fairs and trade missions within one (1) week after the Selection Committee Meeting.
4. To ensure the release of publications as follows:
- MATRADE Online News - every two (2) weeks
- MATRADE Upcoming Events - every three (3) months
5. To update the website within two (2) working days upon receiving the updated information.
6. To approve completed Market Development Grant (MDG) applications within seven (7) working days.
7. To process and approve applications and claims (upon completed documents) for Services Export Fund (SEF) :-
Cost of travelling and accommodation as a participant in an international competition for the services industry held abroad.
Cost of travelling and accommodation to international destinations for tender bidding; and/ or cost of purchasing tender documents for projects overseas
Cost of travelling and accommodation to meet/ network/ conduct presentations to potential client(s) and further explore potential business and projects overseas
Cost of travelling and accommodation in rendering services for the secured projects undertaken overseas (consultation, supply, delivery, implementation and execution of project)
Cost of conducting a feasibility study for international project overseas
Cost of setting up a commercial office overseas
Cost of procuring commercial intelligence/ market reports for assessing business opportunities or projects in international markets
Cost of developing prototype/ system customisation/ localisation to meet project requirements overseas
Cost of travelling, accommodation and participation fee in international training programmes held locally/ overseas (physical/ virtual) related to the services of the company
Cost of acquiring international certification in export services (including compliance to sustainability)
Cost of renting/ subscribing of software; or Cost of renting of machinery/ equipment for exporting services overseas
Cost of logistic (sea/ air/ land freight) involved in sending of Malaysian products and/ or equipment abroad (door to door), for overseas project awarded to and implemented by Malaysian service companies
