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SPAD to improve operational efficiency


THE Land Public Transport Commission (SPAD) is currently improving the efficiency of its operations by introducing more customer feedback channels soon.

Pipeline initiatives include a live web chat system, sending SMS notifications regarding case status, mobile counters for ease of lodging complaints and website access to monitor case progresses.

“What we aim to do this year is that at all critical points, anyone who files a complaint will be updated accordingly,” its customers service head Zachary Ismail said.



Last year, SPAD via its complaint management department received about 160,000 traffic-related complaints but only managed to investigate one-sixth of them.

However, of the 24,343 cases investigated, the commission successfully prosecuted 97 per cent, Zachary told Cars Bikes and Trucks.

Most of the complaints were related to unmetered taxis and speeding buses.

SPAD’s complaints management department is monitored by the Public Complaint Bureau under the Prime Minister’s Department and operates 24 hours a day, seven days a week.

Taxis (9,892 cases) headed the list of investigations by the commission followed by buses (7,984 cases), lorries (5,714 cases), ticket touting at bus terminals (578 cases) and railway service incidents (175 cases).

Cases that were taken to court were mostly related to lax enforcement of regulations, service failure and licensing.



SPAD’s customer services head Zachary Ismail said that last year, its complaint management department (CMD) received approximately 160,000 queries, ranging from unmetered taxis to speeding buses.

“About 97 per cent of the cases we investigated last year have been solved. The remaining three per cent, however, can only be settled once the operators have attended court hearings,” Zachary said.

Asked why only one-sixth of the total complaints received were investigated, he said that callers refused to provide their personal details when filing their complaints, preventing SPAD from investigating.

“Most of these callers only rant, but when they were asked to provide basic information such as their full names, identification card numbers, they refused to disclose these crucial details. Therefore, we were not able to process their complaints,” he said.

“On a positive note, the rise in complaints that we received last year proved that more Malaysians are confident in voicing out their concerns to SPAD.”


Zachary also urged the public to cooperate with SPAD by providing basic personal details when lodging complaints so investigations could proceed.

“What we normally do is to receive complaints, do a background check and ask the callers for their particulars,” he said.

“All the information will be translated into useful statistics, which will then be used as reference by our enforcement division.”




About Adela Megan Willy

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