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Service Standards

NEA Service Charter

The NEA Service Charter, CARE, sets out our collective commitment to deliver high standards in our work.

We carry out our work with dedication and passion, and embrace the following CARE principles to provide a trusted and reliable public service for all.

Collaborate - To work with stakeholders focusing on shared outcomes to address your needs.
Anticipate - To better understand the current and future needs of those who transact with us, and to think ahead for options to address issues to the best of our ability.
Reach out - To engage stakeholders and the wider public to understand and address their issues better.
Empathise - To be aware of your interests and concerns, and endeavour to meet them.

We are committed to deliver quality service. In doing so, we seek your cooperation to treat our officers with respect. We value our officers and have a zero-tolerance policy towards abuse. A firm stance will be taken against those who abuse our officers or services, such as making false or malicious reports.

Enquiries, Feedback

S/N Description Service Standards
1 Simple Enquiries
We aim to reply you within three working days
Complex Enquiries or Case-specific Feedback We aim to reply you within 15 working days 
2 NEA Hotline We aim to answer your call within 20 seconds
3 One-stop Information and Service Centre (OSISC) at HDB Hub We aim to attend to you within 15 minutes

Services Catered for Businesses

S/N Types of Application Service standards
We will process your application upon receiving all required documents.
 1Lodgement SchemeWithin three working days
 2General waste collector's licenceWithin three working days
 3Opening of disposal accountWithin three working days
 4Registration or deregistration of vehicles for refuse collectionWithin three working days
 5 Toxic industrial waste collector's licence Within seven working days
 6 Hazardous substances licence or permit Within seven working days
 7 Approval of transport of toxic industrial waste Within seven working days
 8 Written permission to dispose treated toxic
industrial wastes at Semakau Landfill
Within seven working days
 9 Approval of type of industrial allocation and location Within seven working days
10 Application (EI) for development control submissions Within seven working days
11 Development Control (DC) Within seven working days
12 Building plans on environmental health Within seven working days
13 Building plans on pollution control Within seven working days
14 Temporary Occupation Permit (TOP) Within seven working days
15 Certificate of Statutory Completion (CSC) Within seven working days
16 Registration of regulated goods under the Energy Conservation Act and the Environmental Protection and Management Act    Within seven working days
17Registration of GHG entities under the Environmental Protection and Management ActWithin seven working days 
18 Radiation licence  Within 10 working days
19Energy Efficiency Fund (E2F) - Energy Assessments
Within 14 working days

Note: The service standards indicated above are intended only as a general guide.
We seek your patience and understanding if more time is required for special, complex cases.