Clients Charter


Smallholders Development Division

  1. Receives and processes applications for rubber planting throughout the year.
  2. All applications will be processed in the district level, and eligible applications will be sent to the Head Office within three (3) months.
  3. All applications are processed and submitted to the Fund “B” Committee meeting before September of the current year for consideration.
  4. Approved applicants will be notified one (1) month after the meeting of the Fund “B” Committee. Cleaning, measuring and planting works will be completed by 31 December of the following year.
  5. Maintenance will continue until 75 percent of the circumference of the planting area reached 15″ before returning it to the customer.

Rubber Purchasing Division

  1. Processes applications for marketing services of smallholders within one (1) month.
  2. Cash on-farm purchases are carried out at least once a month at each location.
  3. To provide cash rubber purchasing services.
  4. To increase the competency of course participants in field tapping and maintenance work.

Rubber Settlement Scheme Division

  1. Monthly revenue payments will be implemented within seven (7) days of the following month.
  2. Cash payment for tapping will be made on the same day, that is after purchase.

Administration Division

  1. Customer complaints to be taken action within one (1) week after investigation is completed.
  2. Staff development planning is implemented as follows:-
    1. At least two (2) employees from the Management and Professional group attend training/course/seminar in a year.
    2. At least six (6) employees from the Support I group attend training/course/seminar in a year.
    3. At least three (3) employees from the Support II group attend training/course/seminar in a year.
  3. Equipment and vehicle maintenance planning to be done twice (2 times) in a year.
  4. Building maintenance planning to be done once (1 time) in a year.
  5. Receipt of documents to be made known to the General Manager / relevant officer within three (3) days from the date of receipt.

Finance Division

  1. Annual budget of the following year to be prepared every October of the current year and certified by the Finance Committee and afterwards approved by the Board of Directors in December of the current year.
  2. Claims are paid within one (1) month from the date of the bill submitted after certified for payment.
  3. Local purchase order (LPO) and general works order (GWO) issued within one (1) week after approved by the General Manager.

Marketing Division

  1. shipping document delivered to the buyer within 14 business days commencing from the date of FOB Singapore based on contractual obligation or within 3 working days after receiving payment.
  2. To ensure rubber pricing (SMR / Bulk Latex) for the Long Term Contracts are made not late from the first day of working each month.
  3. Writing feedback will be given in advance within 3 working days when received any complaints from buyer.
  4. Long Term Contract will be issued monthly within 3 working days after the price has been set.
Information in this page was last updated on 15 August, 2019.