The road transport department (JPJ) has announced that there is no longer a daily limit to the queue numbers issued at all its offices across the country. The move to issue unlimited queue numbers throughout operating hours, which began on January 13, comes following feedback from customers, who complained about queue numbers running out at service counters even when operating hours remain, the Malay Mail reports.
According to JPJ director-general Datuk Aedy Fadly Ramli, the previous cap on queue tickets was not due to counters closing early, but rather because daily queue limits were set based on the actual operational capacity.
“The previous queue limits were determined according to human resources, service time, and the type of transactions that require physical checks and verification. The purpose was to ensure that every customer receiving a number could be served properly within the operating hours without compromising service quality,” he said in a statement.
He said that the JPJeQ system issued 9.3 million queue numbers last year, averaging about 39,000 numbers per day nationwide. This, he said, reflected high customer attendance and significant reliance on physical counter services.
Nonetheless, he acknowledged the negative perceptions that arose when late-arriving customers could no longer obtain a queue number, even though counters were still open. “JPJ recognises public concerns. Therefore, we have decided to improve the existing approach so that no customer feels denied their right to receive services,” he explained.
Aedy Fadly said that that all customers arriving within operating hours are entitled to a queue number and subsequent service, with the JPJeQ system still being used to manage customer flow more efficiently. All JPJ offices will implement unlimited queue numbers throughout operating hours, which are from 7.45 am to 5.30 pm on Monday and Friday, and from 8.00 am to 4.30 pm from Tuesday to Thursday.
He said that to ensure smooth implementation of the new process, JPJ has strengthened internal management, including staff deployment during peak hours, optimising counter workflows, continuous monitoring by state and branch office management, and improved coordination between departments.
“JPJ’s position is clear and firm. All counters must operate fully according to the set hours, except in unavoidable technical or safety situations. Any unjustified counter closures are not permitted,” he stated. He added that JPJ will not compromise on negligence or non-compliance that affects customers, and administrative or disciplinary action will be taken if investigations find weaknesses or lapses in counter management.
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thanks to anton lock sudddenly even the govt civil servants became hardworking ? magic and miracles do happen
Thats they problem of our govt dept, every single small thing also have to force ppl go line up 3 different dept.
This is what century alrdy, learn from Singapore, 10 yrs ago also so many transaction can do online….
About blardy time laaa
From boycotting to serve less. Might as well just live on the tree.
stupid seats, similar to KLIA2. impossible to sit upright, have to sandar and stretch out getting in everyone’s way.
Can JPJ please remove the VIP fast track counter for runners ?
Why is JPJ at UTC Pudu still practicing queue numbers then? I was just there at 3:30pm but was turned away by the security guard, who stated that the numbers have run out. Even with the Ramadan hours, the office should still be opened until 4:30pm.
if JPJ cant serve all the “customers” in one day, that means it has a problem; either the service is too inefficient or short handed or both – that mean JPJ has to address both issues and not cut the number of ppl to be served.
JPJ is funded by the tax-paying rakyat to serve the rakyat and JPJ and all govt dept must understand that – they are not the boss of the rakyat, they are there to serve the rakyat. the govt mindset must change.
Why still so long queues when most JPJ transactions can be done online nowadays including driving license and road tax renewal? Each and every person who does a counter transaction which can be done online should be told to download the JPJ app.