Clients' Charter

Date: 24 March 2021 - 4:30pm

At Pharmaceutical Services Programme, we strive to provide efficient and effective services to customers based on the following Clients' Charter;

A) PHARMACY PRACTICE & DEVELOPMENT

No Indicator Target
1.

Notification to applicant on the result of the listing of medicine(s) into Ministry of Health Medicine Formulary (MOHMF) done within 15 working days from the MOHMF panel meeting date.

 100%

 

B) PHARMACY ENFORCEMENT

No Indicator Target
1.

Issuance of Authorization for the Import & Export of Dangerous Drugs within 7 working days upon receipt of complete application.

 100% 
2.

Issuance of Authorization for the Import & Export of Psychotropic Substances within 7 working days upon receipt of complete application.

 100%
3.

Issuance of e-Permit (Export) within 7 working days upon receipt of complete application.

 100%
4.

Issuance of e-Permit (Import) within 3 working days upon receipt of complete application.

 100%
5.

Decision of the Medicine Advertisement Board for application of medicines advertisement certificate and healthcare services advertisement certificate (other than website advertisement) processed within 5 working days upon receipt of complete application.

 90%
6.

Decision of the Medicine Advertisement Board for application of medicines advertisement certificate and healthcare services advertisement certificate for website advertisements processed within 30 days upon receipt of complete application.

 90%
7. Complaint related to infringement of Pharmacy Laws responded within 14 working days. 100%
8.

Complaint sample completed analysis by Pharmacy Enforcement Division Forensic Laboratory within 30 working days from the sample receipt date.

 85%
9.

Digital device analysis report completed within 120 days upon receipt of the device.

70%

 

C) PHARMACY BOARD MALAYSIA

Nol Indicator Target
1.

Issuance of Full Registration of Pharmacist’s Certificate within 7 working days upon receipt of complete application and in accordance with legislation.

 100% 
2.

Issuance of Registration of Body Corporate’s Certificate within 7 working days upon receipt of complete application and in accordance with legislation.

 100% 
3.

Issuance of Annual Certificate of Pharmacist within 7 working days upon receipt of complete application and in accordance with legislation.

 100% 
4.

Issuance of Registration of Provisional Pharmacist’s Certificate within 7 working days upon receipt of complete application and in accordance with legislation.

 100% 
5. Issuance of Annual Certificate of Body Corporate within 7 working days upon receipt of complete application and in accordance with legislation. 100% 

 

With effect from 1st January 2021.

References: 
Piagam Pelanggan Program Perkhidmatan Farmasi