Question 1

Who must apply for a certificate of competency?

Accepted Answer

Every food and drink service provider and health-related institution — hotels, restaurants, lounges, cafeterias, catering services, bakeries, juice houses, butcheries, abattoirs, schools, prisons, daycares and similar establishments — must hold a valid certificate of competency before operating.

Question 2

How do I submit a new application?

Accepted Answer

Create an account, then open Apply now and choose the hotel/lodging or catering application form. Fill in the facility, owner and technical-manager details, attach the required documents, and submit. You can track the application at any time from My registrations.

Question 3

What are the stages my application passes through?

Accepted Answer

Submission → pre-screening by the Licensing Team Leader → assignment to a Licensing Officer for document verification → field inspection by an assigned inspector → attach payment receipt and the list of professionals → Regulatory Head approval → certificate of competency issued. Every stage change is timestamped in your application timeline.

Question 4

What is a Further Information Request (FIR)?

Accepted Answer

If a reviewer needs a missing document or a correction, the application moves to "further information requested". You will see the reviewer's note on My registrations, where you can upload the missing item and resubmit without starting a new application.

Question 5

When should I renew my licence?

Accepted Answer

Licences are renewed annually. The system starts reminding you 90 days before expiry. Use the Renew licence button on My registrations, attach the self-inspection checklist, payment receipt and the previous certificate, and the renewal follows the same review path.

Question 6

My certificate was lost or damaged — what do I do?

Accepted Answer

Submit a replacement application. Attach the payment receipt for the prescribed fee, an application/justification letter, and either the damaged certificate (partial damage) or the evidence from the legal bodies for a lost certificate (total loss). A superseding certificate is issued on approval.

Question 7

How do I change my technical manager, owner, facility name or premises?

Accepted Answer

Open My registrations and use Licence change actions. Technical-manager, owner and name changes are reviewed on documents only; a change of premises requires a new field inspection. On approval a new certificate is issued and the previous one is superseded.

Question 8

How do I close my facility or return my licence?

Accepted Answer

Submit a licence return / facility closure application with your application letter. Once the Regulatory Head approves it, a closure letter is generated, the active certificate is revoked and the facility is marked closed in the public register.

Question 9

What happens after a follow-up (post-licensing) inspection?

Accepted Answer

The inspector's recommendation is reviewed by the Inspection Team Leader and the Regulatory Head, who issues a pass, warning, suspension or revocation letter. When a corrective action plan is required, you upload the plan plus photographic or document evidence, and the inspector can verify remotely or schedule a follow-up visit.

Question 10

Can the public check whether a facility is licensed?

Accepted Answer

Yes. The Licensed facility registry is open to everyone and can be searched by name, facility type, operational status, hygiene grade and region. Scanning the QR code displayed at a facility entrance opens the same verified record. Owner contact details are never published.

Question 11

Can other institutions connect to the system?

Accepted Answer

Yes. A documented read-only JSON API is published at /api/public/registry/facilities for search and verification queries by other government bodies and systems.

Question 12

I forgot my password — how do I get back in?

Accepted Answer

Use Forgot password on the sign-in screen. A reset link is emailed to the address registered on your account. Staff accounts additionally require multi-factor authentication.

Question 13

Does the inspector app work without internet?

Accepted Answer

Yes. Inspectors use an offline-capable app: checklists, photos and video evidence are stored locally with GPS and timestamp metadata, then synchronised automatically once connectivity returns.

Question 14

Who do I contact for help?

Accepted Answer

Use the Help centre button available on every page to reach the national helpdesk, or contact your regional regulatory office. Include your application reference so the desk can locate your file immediately.