Touch ‘n Go Promises To Ramp Up TnG Card Production By 30% This Year

Hopefully, the annoyance and frustration caused by the lack of Touch 'n Go (TnG) cards will soon be a thing of the past. This occurs as more than 3.5 million smart cards—the only electronic payment method used by Malaysian toll motorway operators—become available this year. Touch 'n Go Sdn Bhd has promised to increase production of its TnG cards by 30% from 2.68 million cards in 2022 after a recent personal intervention by Domestic Trade and Cost of Living Minister Datuk Seri Salahuddin Ayub.

“Through engagement sessions of the special task force led by the ministry’s secretary-general Datuk Azman Mohd Yusof, there are some immediate improvements that have been taken by TnG within the given one-week period,” the ministry pointed out in a statement yesterday (Feb 9). This is the feedback the Domestic Trade and Cost of Living Ministry has received regarding the company's prompt response to what can be described as "woeful service" with numerous unresolved or slow to respond consumer complaints. Along with increasing production, the company has been notifying TnG card holders one month in advance of the expiration of their cards via proactive/pre-expiration reminders.

The Domestic Trade and Cost of Living Ministry added, "On the matter of return and refund of card balances, the company will examine and implement the refund process immediately to the users after the concession company conducts investigation, verification, and approval. The ministry stated that the card issuer has improved communication and clarification of the use of its TnG Visa card to avoid confusion by displaying the notification "This is not a TnG card" before an application is made by the user.

The Domestic Trade and Cost of Living Ministry stated: "On the removal of unregistered card sales advertisements, the company has taken immediate action by sending an official notice to e-commerce platform to remove all unregistered TnG product sales advertisements. In order to make sure they adhere to the established prices, including the control of the sale of one card for each customer, official notices have also been sent to oil company operators, retailers, and authorised distributors, the statement continued.

However, it stressed that "the ministry is of the opinion that the initiative taken by the company is still insufficient."