The Road Transport Department (JPJ) has said that there will no longer be a daily limit on the queue numbers issued at all its offices across the country. The move to grant unlimited queue numbers during operating hours, which started on January 13, comes after feedback from customers, who complained about queue numbers running out at service counters even when operating hours are still open. Malaysian Post reports.
According to JPJ director-general Datuk Aedy Fadly Ramli, the previous limit on queuing tickets was not due to early closure of ticket counters, but rather the fact that daily queuing limits were set based on actual operational capacity.
“The previous queue limits were determined based on staff, service time and the types of transactions that require physical checks and verification. The aim was to ensure that every customer who received a number could be served appropriately within opening hours without compromising service quality,” he said in a statement.
He said the JPJeQ system issued 9.3 million queue numbers last year, for a national average of about 39,000 numbers per day. He said this reflected high customer attendance and heavy reliance on physical counter services.
Nevertheless, he acknowledged the negative perception created when late-arriving customers could no longer get a queue number, even though the counters were still open. “JPJ recognizes the public’s concerns, which is why we have decided to improve the existing approach so that no customer feels denied their right to services,” he explained.
Aedy Fadly said all customers arriving within opening 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 queuing during operating hours, which are 7:45 AM to 5:30 PM on Mondays and Fridays, and 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 deploying staff during peak hours, optimizing counter workflows, continuous monitoring by state and branch management, and improved coordination between departments.
“JPJ’s position is clear and firm. All counters must operate fully according to established hours, except in unavoidable technical or security situations. Unjustified counter closures are not permitted,” he stated. He added that JPJ will not compromise on negligence or non-compliance that affects customers, and that administrative or disciplinary action will be taken if investigations reveal weaknesses or deficiencies in counter-management.
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