KUALA LUMPUR: The Road Transport Department (RTD) has scrapped limits on queue number issuance at its counters nationwide, allowing members of the public to obtain a number at any time during operating hours.
Its director-general Datuk Aedy Fadly Ramli said the decision was made following public feedback over queue numbers being exhausted despite counters operating throughout the day.
"With this new approach, there will no longer be any issue of queue numbers running out that causes anxiety among customers.
"The department's priority is to ensure that every member of the public who comes to transact is given a fair opportunity and quality service.
"The RTD offices will issue queue numbers without limit throughout counter operating hours from 7.45am to 5.30pm on Mondays and Fridays, and from 8am to 4.30pm on Tuesdays to Thursdays.
"The RTD will continue to assess and enhance the existing system from time to time to ensure that service delivery remains relevant, effective and responsive to the needs of the people," he said in a statement today.
He said the previous cap on queue tickets was based on manpower capacity, service duration and the nature of transactions requiring physical inspection and verification.
"The objective was to ensure that every customer issued a number could be properly attended to within the stipulated operating hours without compromising service quality," he said.
However, Aedy added that the RTD has also strengthened internal management through strategic staff deployment during peak hours, optimised counter workflows, continuous monitoring by state and branch offices, and improved operational coordination to maintain efficiency amid higher customer volumes.
He added that all counters must operate fully in accordance with stipulated hours, except in cases involving unavoidable technical or safety issues, and any closure without reasonable justification would not be permitted.
The department would not compromise on any negligence or non-compliance affecting customers' interests, and administrative or disciplinary action would be taken if investigations uncover weaknesses in counter management, he said.
The lifting of the cap limit on tickets issued began on Jan 13 this year, although customers are still required to obtain their numbers via the JPJeQ mobile application to facilitate planning and systematic crowd management.
Throughout 2025, the JPJeQ system issued 9.3 million queue numbers nationwide, averaging about 39,000 daily. - NST
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