Why did PLUS Malaysia apologise for RFID system malfunctions?

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PLUS Malaysia Apologises for RFID System Malfunctions Due to Congestion and Inconvenience

PLUS Malaysia Berhad has issued a formal apology for the malfunction of its Radio Frequency Identification (RFID) system at several toll plazas. The system's failure led to significant inconvenience and congestion for highway users, particularly during the initial implementation phase. In response to these issues and public grievances, PLUS is taking steps to reinstate SmartTAG lanes and improve the overall customer experience.
Malfunction Caused Widespread Congestion

The RFID system experienced malfunctions on January 15 along the North-South Expressway, specifically between Juru and Skudai. This initial implementation issue resulted in traffic congestion at several toll plazas in the Klang Valley, notably on a Monday, as the system failed to operate smoothly. The breakdown disrupted the usual flow of traffic, causing delays and frustration for many motorists.
Reinstatement of SmartTAG Lanes to Address Grievances

In direct response to the problems encountered and the grievances expressed by affected motorists, PLUS Malaysia is committed to reinstating SmartTAG lanes. This measure aims to provide an alternative and reliable payment method while the RFID system is being optimized. The company plans to convert 19 Touch ‘n Go lanes at 16 toll plazas into SmartTAG lanes by January 25, in anticipation of increased travel during the Chinese New Year period.
Enhanced Measures to Improve System Performance

Beyond reinstating SmartTAG lanes, PLUS is implementing several measures to enhance the RFID system's performance and customer experience. Round-the-clock teams are working to optimise system performance and improve detection rates at all toll plazas. Additionally, quicker double-arm lane barriers will be deployed at high-traffic plazas, and visual RFID detection zones will be painted on lanes to assist drivers with proper vehicle positioning for optimal detection. Customer service assistants are also deployed at RFID lanes to provide on-site assistance.

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Why did PLUS Malaysia apologise for RFID system malfunctions?

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