After a series of complaints from netizens over Touch n Go’s latest offerings, the Ministry of Domestic Trade and Cost of Living said it will set up a special team to investigate on the issues raised by the public.
Touch n Go which holds a close monopoly over the country’s toll booth payment system recently launched a new visa payment with the service only to be told that it cannot be used at the toll booths. This irked many users who were amused on the system which is still far behind despite being a technology company.
Minister Datuk Seri Salahuddin Ayub said the team will be established in the near future and led by its Secretary General who will look into the complaints especially when spikes occur during peaks like Chinese New Year celebrations. I have asked the responsible party to conduct a study and ask the management of TNG to respond to some of the complaints and grievances of the public to the extent that there are complaints that have reached me.
The minister added that action would be taken against the operating company if it did not fulfill its responsibility to resolve issues arising in relation to the service. “I will make sure they (operating companies) fulfill their responsibilities, (but) if they do not pay attention, then I will discuss the actions that will be taken,” he said.
Among the complaints received regarding the service included issues related to TNG Visa prepaid cards, difficulties in obtaining TNG cards, Radio Frequency Identification (RFID) problems as well as unanswered hotlines.