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Core Functions
Service Charter  - Core Functions

  • Cost-Effectiveness: To deliver services in a cost-effective manner.
  • Customer-Centeredness: To continuously communicate with and listen to our customers and empathizing for our customers to ensure that we can meet or exceed their needs.
  •  Accessibility: Ensure that our diverse range of customers know how to find us and can get to us easily through a variety of means (in person, on phone, through correspondence)
  • Timeliness: Provide service in a timely manner. Our timeliness standards are as described in the standards section of the Charter.
  • Knowledge & Competence: To continuously develop the necessary knowledge and skills to support effective and professional service to our customers.
  • Courtesy & Caring: Serve customers with respect and courtesy in a way that demonstrates that we care about them.
  • Team Work: To encourage team spirit, collaboration and consultation to maximize synergy of working together in service delivery
  • Fairness: Treat our customers in a fair and equitable manner and in accordance with the regulations and policies that govern our services.


  • Establish and utilize a variety of means to build public awareness as well as keep customers up-to date at all times on FC policies, procedures and programs as well as service delivery performance report for ease of access of services.
  • Conduct annual surveys of the public to measure FC’s overall progress in meeting the needs and aspirations of clients and citizens.
  • We will put in place a customer feedback mechanism that enables customers to complaint on their services and provide suggestions for improvement.
  • Continuously improve the quantity and quality of information on our website to inform customers as well as enable them self-serve with relevant information both in and out of office.
  • We will provide adequate and informative signage on FC to improve accessibility of customers and citizens.


  • We shall ensure that our staffs are provided with the necessary training and skills to enable them treat customers in a courteous and friendly manner.
  • We shall continuously improve on our reception areas to ensure that our customers are comfortably received into our offices.
  • We shall create Customer Service Centers in our field stations as one-stop-shop points to ensure that customers are given prompt, timely and deserved attention.
  • Fees chargeable shall be displayed in conspicuous places at all Forestry Commission premises and also in our brochures.
  • All office doors will be clearly marked to facilitate easy identification
  • All staff will have identification tags. 

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