THE Road Transport Department (JPJ) has scrapped daily limits on queue numbers at all its offices nationwide, effective from 13 January, in response to mounting public frustration over customers being turned away while counters remained open.
The department’s director-general, Aedy Fadly Ramli, said the decision was taken after feedback highlighted dissatisfaction with the previous system, under which queue numbers were capped according to operational capacity.
He stressed that counters had not been closing early, but that limits were imposed based on staffing levels, processing times and the nature of transactions requiring physical inspection and verification.
“The previous queue number limits were set based on our human resource capacity, service duration, and the types of transactions that require physical checks and verification.
“The aim was to ensure that every customer who received a queue number could be fully served within the designated operating hours without compromising service quality,” he said in a statement.
Throughout 2025, the JPJeQ system issued 9.3 million queue numbers, averaging around 39,000 per day nationwide, reflecting both high footfall and continued reliance on physical counter services.
However, Aedy Fadly acknowledged that negative perceptions arose when customers arriving later in the day were unable to secure queue numbers even though counters were still open.
“JPJ is aware of public concerns. Therefore, we have decided to improve the existing approach so that there is no longer the perception that customers are being denied access to services,” he said.
From 13 January onwards, all JPJ offices have been instructed to issue queue numbers without limit during official operating hours, namely from 7:45am to 5:30pm on Mondays and Fridays, and from 8:00am to 4:30pm from Tuesday to Thursday.
Customers arriving within these hours will be eligible to obtain a queue number and receive service, though they must continue to use the JPJeQ system to ensure orderly flow management.
To ensure smooth implementation, the department has strengthened internal management measures, including redeploying staff during peak periods, optimising counter workflows, intensifying monitoring by state and branch offices, and improving operational coordination between divisions.
“JPJ’s position is clear and firm. All counters must operate fully according to the established hours, except in cases involving unavoidable technical or safety issues. Any closure of counters without reasonable justification is not permitted,” he stressed.
He added that the department would not compromise on any negligence or failure to comply with directives that undermine customer interests.
“Administrative and disciplinary action will be taken if investigations find weaknesses or negligence in counter management,” he said.
At the same time, JPJ continues to encourage the public to make use of its digital facilities, including the JPJeQ application, MyJPJ and the official MySIKAP portal, for transactions that can be completed online. - February 18, 2026
