Touch ‘n Go: Goodbye parking surcharge, hello E-wallet reloadable card!

Exciting news here! Earlier, Touch ‘n Go Sdn Bhd’s new CEO Effendy Shahul Hamid announced that Touch ‘n Go will be making two massive changes in 2021.

All Touch ‘n Go parking surcharges will be taken away by the first quarter this year.

By the end of 2021, customers can also opt to purchase Touch ‘n Go cards that can be reloaded directly from their phones using the Touch ‘n Go E-Wallet app.

This should be great news for all Malaysians as these two issues have been the top grouses raised by Touch ‘n Go customers.

In the past, an additional 10% service fee will be charged when users pay for parking with their Touch ‘n Go cards. As a result, many preferred traditional parking tickets in order to avoid paying, even if it costs them more. This will not only make the TNG payment method redundant, but it also increases the use of paper tickets, which is inconvenient and environmentally unfriendly.

With the elimination of this surcharge, the public will be encouraged to use the digital method more often.

With the advent of e-wallets and other technologies, one of the major problems commonly faced is that people cannot reload their Touch ‘n Go cards through their e-wallet freely. However, once the reloading system has improved, it is believed that it will be more convenient.

In addition to the above changes, the public also raised questions about the 50-sen charge for top-ups and slow refunds. In response, Effendy Shahul Hamid said that the surcharge has historically been levied by reload agents to defray the specific cost of providing the reload service and that they are working closely with reload agents to achieve a zero-surcharge model. Some agents have already eliminated the reload surcharge like Watsons, Guardian, Caring Pharmacy, Giant and selected Petronas and Shell stations, etc. Pertaining to the issue of slow refunds, TNG is devising a plan for refunds to be made in less than 30 days, which is aimed to be implemented within the next six months.

Effendy Shahul Hamid said the company is emphasizing a more customer-centric approach as it moves forward, and the reason for proposing these changes is due to customer feedback.

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In his first interview with StarBizWeek, Effendy Shahul Hamid also elaborated on his expectations for the group to reach its absolute potential and to establish Touch ‘n Go Group as a true technology company. “Our aspiration is to continue to innovate and cement our position in the areas that we’re strong in, which is transportation and mobility, and to use the new-age payments business to basically fuel an area for growth,” he said.

Sources: The Star

Editor: Shitian Chew
Proofreader: Sarah Yeoh