CLIENT SERVICE CHARTER
Effective Date: 1 September 2023
Welcome to MISHU Group, where our foundation rests on a Client-Centric culture. We aim to be the leading digital business consultancy firm for SMEs in Malaysia, helping them to achieve sustainable growth and success through innovative solutions and expert guidance.
With a dedicated team of passionate and knowledgeable professionals, we specialize in delivering exceptional digital business consultancy services. Our Client Service Charter (“Charter”) outlines our unwavering commitment to providing top-notch customer service that assists our clients in starting, building, and growing their businesses through our corporate services digitally.
This Charter serves as an informative guide and does not establish any legally binding rights or obligations.
B. OUR COMMITMENT
Our dedication lies in offering reliable and cost-effective solutions that empower businesses to meet regulatory requirements. Our prime focus remains on delivering quality client service, aligning with our four core values: passion, integrity, continuous improvement, and collaboration.
We are here to partner with you on your business journey, helping you at every step of the way.
C. SERVICE DELIVERY LEVELS
We are committed in upholding the following service delivery level:
- Accuracy and Attention to Detail: We promise to maintain accurate and precise records, documents, and filings on your behalf. Our team members are trained to pay meticulous attention to detail, minimizing errors and ensuring compliance with legal requirements.
- Timely Document Preparation: We will use our best efforts to ensure timely and efficient preparation of documents, including resolutions, minutes, and other necessary paperwork. Our aim is to assist you in meeting your deadlines and obligations.
- Comprehensive Compliance: Our team members are well-versed in the regulatory landscape. We will keep you informed about changes in regulations that may impact your business and ensure your company’s compliance.
- Proactive Communication: We believe in open and clear communication. Our team members will proactively reach out to you to discuss upcoming deadlines, required actions, and any potential compliance issues.
D. RESPONSE TIME
We value your time and aim to respond promptly to your inquiries. Our response time commitments are as follows:
|Urgent Matters||To maintain excellent service and fair treatment for all clients and prioritize the well-being of our clients and our people, kindly label a request as ‘URGENT‘ only if it genuinely demands immediate attention, critical filings, or unforeseen legal obligations Additionally, please note that urgent requests may incur a small fee if they require expedited processing or fall outside regular working hours||Within 4 working hours on a business day. If we receive such urgent matters after 4pm on a business day, we will respond within the first 4 working hours on the next business day|
|Non-Urgent Inquiries||Inquiries that are not time-sensitive||Within 24 working hours on a business day|
|Multiple Follow-Up or Complex Inquiries||If the matter requires multiple follow-up or in-depth research or collaboration among our team members||Consistent updates and progress reports as needed|
|Company Registration with SSM||Registration of a new Sdn Bhd/LLP company |
* Subject to the SSM’s approval
* Provided we receive complete information from our client
|Straight-forward case (1-3 local directors/shareholders): Within 3 business days |
Complicated case (other than straight-forward case): Within 7 business days
|Business License Registration with Local Authority||Registration of your business premise and/or signboard advertisement license in order to operate your business in. compliance with local regulations |
* Subject to the local authority’s approval
* Provided we receive complete information from our client
|Straight-forward case: Within 3 business days Complicated case: Within 7 business days|
|Resolution Preparation or Regular and Ordinary Business Matters||Preparing board or shareholders’ resolution to record formal decisions made by the company This includes matters such as allotment and issuance of shares, increase paid-up capital; change of auditor or tax agent; declaration of dividends; change of director; transfer of shares; alteration of constitution; discharge of charge, etc||Straight-forward case: Within 3 business days|
Complicated case: Within 7 business days
|Annual Statutory Filings||This includes matters such as submission of annual return, filing of audited financial statements, etc||Timely completion based on timeline set out by the Companies Act 2016 & Limited Liability Partnerships Act 2012|
|Resolving Customer Complaint||If we receive a complaint from our client||Initial acknowledgment: Within 24 working hours on a business day|
Comprehensive response: Within 3 business days
|Issuance of Refund||If our client decides to terminate our service and such termination is duly accepted by us||Within 14 business days upon approval|
Business Day: Monday to Friday, excluding weekends (Saturday and Sunday) and public holidays
Working Hour: 9am to 6pm on Business Day
Estimated Document Delivery: We aim to process your requested documents within 3-5 business days upon receiving all the necessary information required for the preparation of the relevant documents
Our Response Time Means Our Internal Processing Time: Please note that the response time mentioned in this Charter are based on our internal processes and DOES NOT include any processing time taken by government authorities or our client or potential delays caused by government authorities or our client.
Please note that the response time may vary based on the complexity and nature of your inquiry. Our goal is to ensure that every inquiry, regardless of its urgency or complexity, receives the attention it deserves.
If you have any enquiries, concerns or comments, please get in touch with us at:
- Email: [email protected]
- Chat: Access our live chat at https://support.mishu.my/support/home for real-time communication
- Tickets: For more detailed inquiries, we recommend creating a ticket through our support portal at https://support.mishu.my/support/home
- WhatsApp Hotline for Company Secretary Support: +601118541331
E. CONTINUOUS IMPROVEMENT
We are dedicated to continuously improving our services. Your feedback is invaluable to us, and we encourage you to share your thoughts and suggestions. This helps us enhance our offerings and better meet your needs.
F. TRANSPARENT PRICING
Our pricing structure is transparent and free from hidden charges. You will receive a clear breakdown of the costs associated with our services.
We take pride in being your reliable partner for digital business consultancy services. Our Charter reflects our commitment to excellence, accuracy, and exceptional service delivery. We look forward to supporting your business and helping you achieve your goals.