Kuala lumpur: Safety-related issues accounted for less than one per cent of all enquiries received through Maxim Malaysia's official support channels during the first half of this year, reflecting a high level of customer satisfaction with the e-hailing company's services.
According to BERNAMA News Agency, the findings were revealed in Maxim Malaysia's inaugural Safety and Legal Compliance Report, which details safety, customer support, and driver legalisation data. In a statement today, the company stated that safety-related enquiries were given top priority and handled through an expedited response process. "The app's safety features also include an enhanced SOS function, allowing passengers to quickly alert their emergency contacts and share their trip details," the statement mentioned.
Maxim Malaysia reported that more than 90 per cent of all enquiries received during the reporting period were resolved, with over 70 per cent processed within 24 hours. Drivers accounted for 61.5 per cent of all enquiries, while passengers made up the remaining 38.5 per cent, with most enquiries relating to general support, payments, fares, refunds, and issues concerning individual trips.
Maxim Malaysia director Mohd Hazwan Musley commented that the report was published to foster a more open and fact-based discussion on the e-hailing industry, emphasizing that transparency should extend beyond business performance alone. "Passengers, drivers, and the authorities need a clear picture of how service and safety issues are handled, how quickly the company responds, and the practical measures taken to comply with legal requirements," he remarked.
The report also highlighted the outcomes of Maxim Malaysia's driver licence verification programme. The company assists drivers throughout the required process, provides compensation to cover the cost of obtaining a Public Service Vehicle (PSV) licence, and facilitates the application for an Electronic Vehicle Permit (EVP) through a dedicated team in collaboration with driving schools.
During the reporting period, Maxim Malaysia invested RM2,015,090 in driver compensation and licence verification support, with hundreds of drivers receiving monthly assistance for the PSV and EVP application processes. The number of licence verification activities increased by 22.5 per cent in the second quarter compared with the first quarter of 2026, while the overall process took an average of two to three days to complete.
"The programme is designed to reduce the financial and administrative burden that drivers may face while ensuring full compliance with all legal and regulatory requirements," the statement outlined. Maxim Malaysia, which began operations in 2019, develops technology for transport booking, delivery, and various other on-demand services through the Maxim app.