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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/NDescriptionService Standards
1Simple 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 
2NEA HotlineWe aim to answer your call within 20 seconds
3One-stop Information and Service Centre (OSISC) at HDB HubWe aim to attend to you within 15 minutes

Business Regulatory Applications

The following applications will be processed within the listed number of working days, from the date we receive the full set of documents for evaluation.  

We seek your patience and understanding that complex applications, such as cases requiring inspections, trial runs, safety assessments and/or consultation with external agencies or experts, may require additional processing time. 

S/NApplication NameService standards
 1Fumigation Permit Within 1 working days
 2Pratique Within 5 working days
 3General Waste Collector Licence Within 7 working days
 4Toxic Industrial Waste Transport Approval Within 7 working days
 5Hazardous Substance Transport Approval 
Within 7 working days
 6Disposal of Treated Toxic Industrial Waste Within 7 working days
 7Registration as Supplier of Regulated Goods under ECA 
Within 7 working days
 8Cleaning Business Licence  Within 14 working days
 9
Radiation Licences: 
  • Dealer Licences: N1, IR1* 
  • Possession Licences: N2*, IR2* 
  • Individual Licences: N3#, R1# 
  • Transport Licence: IR3 
  • Import/Export Licences: N4, IR4, IR5 
Within 20 working days
10Off-Road Diesel Engine Import Approval Within 20 working days
11
Building Plan Applications:
  • Design Gateway (DG)
  •  Construction Gateway (CG)
  • Completion Gateway (TOP/CSC)
  • Direct Submission Process (DSP) (including Lodgement Scheme application)
Within 20 working days^ 
12Hazardous Substance Permit* 
Within 30 working days
13Hazardous Substance Licence* Within 30 working days
14Toxic Industrial Waste Collector Licence* Within 30 working days
15Basel Permit Within 30 working days
16Written Permission for Use of Scheduled Premises and Discharge of Trade Effluent into a Watercourse* 
Within 30 working days
17Aquatic Facility Licence* Within 30 working days
18General Waste Disposal Facility Licence* Within 30 working days 
19Permit to Carry Out Quieter Construction Work on Sundays and Public Holidays Within 30 working days
20Fumigator Licence Within 30 working days
21Vector Control Operator (VCO) Certificate of Registration Within 30 working days
22Vector Control Worker Certificate Within 30 working days
23Vector Control Technician Licence Within 30 working days
24Environmental Control Coordinator Registration Within 30 working days
25Environmental Control Officer (Specified Construction Sites) Within 30 working days
26Environmental Control Officer (Specified Premises) Within 30 working days
27Permission for Insectary and/or Use of Vectors* Within 30 working days
28Public Health Pesticide and Repellent Against Vectors (PHPR) Certificate** Within 30 working days
29Temporary Occupation Licences (TOL) Within 30 working days

*Inspection arrangements will also depend on site readiness for inspection. 

#Applicants are required to have passed the necessary qualifying test.

^ NEA’s building plan service standard is aligned with CORENET X’s Service Level Agreement. For more information, please click here: Service Level Agreement under – CORENET X.

**Products that are novel may require additional time.  

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.