Clients Charter

We pledge to plan and implement quality training programmes that meet client’s needs by:

  1. Notifying clients of any course to be conducted at least one month before the course begins;

  2. Ensuring that course delivery gets an average evaluation score of at least 5.5 on a scale of 1-7 for delivery effectiveness;

  3. Ensuring that INTAN trainers get an average evaluation score of at least 5.5 on a scale of 1-7 for delivery effectiveness;

  4. Ensuring that training infrastructure and facilities provided get an average evaluation score of at least 5.2 on a scale of 1-7 for client satisfaction; and

  5. Ensuring that all inquiries and complaints from INTAN’s clients are:

    • acknowledged within one working day, and

    • resolved within 7 working days (except for complaints which have legal implications).

 

INTAN QUALITY OBJECTIVES

  1. Conduct at least 90% of courses that have been planned;
  2. Obtain an average evaluation score of:
    • Not less than 5.5 on a scale of 1 to 7 for course achievement overall score;

    • Not less than 5.5 on a scale of 1 to 7 for internal trainer overall score;

    • Not less than 5.5 on a scale of 1 to 7 for external trainer overall score;

    • Not less than 5.2 on a scale of 1 to 7 for accommodation overall score;

    • Not less than 5.2 on a scale of 1 to 7 for food overall score; and

    • Not less than 5.2 on a scale of 1 to 7 for resource center overall score.

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