LETTER | Touch 'n Go has become byword for unreliability

LETTER | As a popular electronic payment system in the country, Touch 'n Go has become a household name for toll payments. It's so popular that it's almost as if the government has given up on finding any other solution for toll payments.

However, despite its widespread usage, Touch 'n Go has left many Malaysians frustrated with the constant system errors, unavailability of SMART tags and RFID stickers, and lack of maintenance of top-up machines.

But fear not, folks, because there's always hope.

The constant errors in the Touch 'n Go system have become a fun game of chance for drivers. Will the payment go through, or will it fail, forcing you to embarrassingly fumble through your purse or wallet for cash while holding up the line of impatient drivers behind you?

SMART tags and RFID stickers have become a scavenger hunt for the lucky ones who can snag them before they run out of stock. And the lack of maintenance of top-up machines has turned into a game of Russian roulette – will the machine work, or will it be out of order, forcing you to waste precious minutes of your life standing in line?

Jokes aside, the frustrations faced by our fellow Malaysians due to the inadequate services of Touch 'n Go are no laughing matter. The constant system errors lead to long queues and traffic congestion, often causing unnecessary delays for drivers.

It is worth noting that Touch 'n Go is a profitable company that has made hundreds of millions of ringgit from its electronic payment services. As such, it is not unreasonable for Malaysians to expect the company to be more responsible in ensuring that its services are efficient, reliable, and accessible.

Crucial role

One of the significant issues with the Touch 'n Go system is the heavy traffic congestion during peak hours at tolls, particularly along the Duta-Ulu Kelang Expressway (DUKE).

This highlights the urgent need to address the system's reliability and accessibility to ensure smoother and more efficient traffic flow, especially during peak hours.

By addressing these issues, the Touch ‘n Go system can play a more significant role in promoting road safety, reducing congestion, and improving the overall driving experience for our citizens.

Despite these challenges, we hope there is hope. The government can play a crucial role in improving and integrating the Touch 'n Go system to provide Malaysians with faster, more efficient, and more reliable payment options. This will require a joint effort from Touch 'n Go operators and other stakeholders to ensure that the system is adequately maintained and top-up machines are always available.

Moreover, it is essential to improve the availability of SMART tags and RFID stickers, especially in rural areas and low-income communities, to ensure that more Malaysians can access the benefits of the Touch 'n Go system.

Regular testing

Additionally, investing in system upgrades and maintenance, coupled with regular testing and monitoring, can help reduce system errors and improve overall efficiency.

In conclusion, despite the frustrations faced by Malaysians due to the inadequate services of Touch 'n Go, it is still an essential payment system in Malaysia. The system's benefits in reducing traffic congestion, promoting financial inclusivity, and improving road safety cannot be overstated.

However, to fully harness these benefits, there is a need to improve the accessibility and reliability of the system through better collaboration and innovation.

So, will the newly elected "unity" government take real actions instead of giving hope and play a more significant role in integrating the system, providing Malaysians with a better and more efficient future? So let's keep our fingers crossed and hope for the best!

MAHATHIR MOHD RAIS is Bersatu Segambut division chief.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.