Service Charter – Service Standards
OUR SERVICE STANDARDS:
We promise to maintain the standards in the table below:
Service | Standard |
| Correspondence & Reports | |
| Phone calls to the FC reception | The pick time for calls at the switchboard will be 30 seconds but in any case not exceeding three (3) rings. |
| Customers at the FC reception | Customers will be served speedily and handled with respect |
| All mailed or faxed correspondence requiring a response. | Acknowledged within seven (7) working days of receipt. |
| E-mails correspondence | Acknowledge within (5) working days and address within fourteen (14) days of the date of receipt.In cases when officer is not in office, E-mails shall be auto-replied indicating when officer returns to office. |
| Technical and complex enquiries | Acknowledge receiptwithin two working days and responding within seven (14) working days. |
| Walk-in service. | Customers will be served excellently and told the expected waiting time. |
| Customers on appointment | To be attended to speedily and promptly |
| Forest and Wildlife Policy, regulatory, management, operational and advisory information | Information to be provided in periodic reports to the Ministry of Lands, Forestry and Mines and other stakeholders on request and also as and when needed. |
| Information on Forest and Wildlife development statistics | Annual reports containing all vital statistics prepared and circulated within 6 months of year’s end |
Permits & Licenses | |
| Permit for harvesting of non timber forest product | Permit issued within seven (7) working days of receipt of application |
| Permit for exporting timber and wood product | Registration, vetting and approval completed within one (1) working day of receipt of all relevant documents. |
| Contracts to market timber and other forest and wildlife products | Vetting and registration completed within 1 working day of receipt of all required information |
| Conveyance Certificates | Certificate issued within 1 working day of notification |
| Permits for salvaging trees and abandoned timber and wood products | Permit issued within 2 months of receipt of application |
| Permit for exporting live animals and wildlife products | Permit issued within 48 hours of receipt of application |
| Hunting Permit | Hunting license issued within 48 hours of receipt of application |
| Timber Utilization Permits for community projects | Permits issued to bona fide community projects within two (2) months of receipt of application |
 Management & Operational Services | |
| Tendering | Communicate outcome to all tender applicants within 21 days from the date of closing the tender. |
| Payments | All payments will be made in accordance with the terms of the contract. |
| Development and implementation of integrated forest and wildlife management plans | Management plans shall be prepared for all forest and wildlife reserves in consultations with land owners as well as forest reserve and protected area fringe communities. |
| Provision of forest and wildlife expert and technical advice to stakeholders | Expert and technical advice shall be provided for a fee |
| Development and implementation of Timber Utilization Contract and associated Social Responsibility Agreements(SRA) | Timber Utilization Contracts prepared in consultation with land owners and communities and assisted in negotiating and enforcement of the SRA. |
| Claim for compensation for crop damage by timber contractors | A written response to all claims within 30 working days of receipt of application |
| Renewal of property mark | All bona fide property marks renewed within 5 working days of receipt of application |
| Stock survey and yield allocation of productive compartments | All office and field work completed within 30 working days. |
| Registration of timber exportersRegistration of timber millersRegistration of timber buyers | Registration completed within 3 working daysRegistration completed within fourteen (14) working days.Registration completed within twenty eight (28) working days. |
| Â Timber Utilization Contract Administration | |
| Provide information on TUC areas available for bidding | Advertise available TUC areas one month before prequalification |
| Provide Information on all TUC pre-qualified applicants and lots. | Make two (2) publications each in the Daily Graphic and Ghanaian Times within 7 working days. This will be done two weeks after receipt of prequalification forms from applicants. |
| Inform and educate prospective bidders on TUC allocation process | Conduct briefing session for prospective bidders at most one month before the bidding day. |
| Conduct transparent TUC bidding process | All relevant stakeholder groups are present on the bidding day and place. |
| Notice of grant of TUC | Letters notifying winners of the bids will be issued within 7 working days after bidding |
| Preparation of TUC contract document | Contract document will be prepared within 7 working days after bid winners have duly fulfilled all requirements. |
| Collection and Disbursement of Forest and Wildlife Revenue | |
| Collection of fees and charges for timber and other forest product harvesting | All revenue on fees and charges are collected within 30 days of billing date |
| Disbursement of forest revenue on reserve areas to district assemblies, traditional authorities and stool land owners | All revenue disbursed before end of the following quarter |