| Service Type | Service Standard | Performance Target (%) | ||
|---|---|---|---|---|
| 1. | Registration of land documents | 14 working days | 90 | |
(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 ^ | 3 working days | ||
| 2. | Counter search of land registers | 15 minutes | 97 | |
| 3. | Supply of imaged copies of land records | |||
(a) | Over the counter
| 15 minutes | 97 | |
| 5 working days | 97 | ||
(b) | Order via online services (i) Collection in person
| 1 working day | 97 | |
| 3 working days | 97 | ||
| 5 working days | 97 | ||
(ii) Delivery by post or courier
| 1 working day 2 working days | 97 97 | ||
| 3 working days | 97 | ||
| 5 working days | 97 | ||
| 4. | Supply of certified copies of land records | |||
(a) | Over the counter
| 35 minutes | 97 | |
| 35 minutes | 97 | ||
| 5 working days | 97 | ||
(b) | Order via online services (i) Collection in person
| 1 working day | 97 | |
| 3 working days 5 working days | 97 97 | ||
(ii) Delivery by post or courier
| 1 working day 2 working days | 97 97 | ||
| 3 working days | 97 | ||
| 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 | 3 working days | 94 | |
(b) | Complicated Cases | 10 working days | 93 | |
| 9. | Registration of withheld instruments redelivered for registration | 15 working days | 90 | |
(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 | 3 working days | ||
| 10. | Owners' corporations services | |||
(a) | Registration of owners' corporations* | 25 working days | 95 | |
(b) | Supply of copies of owners' corporations 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 applications that require further supporting documents for processing