Section 6: Service level agreements.

(1) An MDA shall have a service level agreement which shall provide for -
(a) a list of products and services rendered;
(b) documentation requirements;
(c) time lines for processing applications;
(d) applicable fees;
(e) a summary of the procedure of application;
(f) redress mechanisms; and
(g) such other requirement, as the MDA may consider necessary.
(2) The service level agreement of an MDA shall be binding on the MDA in the processing of applications.
(3) A service level agreement shall be published on the website of the MDA.
(4) Failure of the appropriate officer to act within the timeline stipulated in the service level agreement, without lawful reason, shall amount to misconduct and be subject to appropriate disciplinary proceedings in accordance with the relevant law or regulations applicable to the civil or public service.