PLUS finally apologises over RFID snafu, SmartTag lanes to be reinstalled

It took 4 days and 4 separate interventions from the Malaysian Highway Authority (LLM), Prime Minister Datuk Seri Ismail Sabri, Works Ministry, and Malaysia Competition Commission (MyCC) for PLUS Malaysia Bhd to issue an apology over the recent RFID malfunction fiasco that caused a gridlock at several toll plazas earlier this week.

The highway concessionaire has also promised to reinstall the SmartTag lanes at several main toll plazas to ease traffic congestions.

Also Read: MyCC adds PLUS, TnG on watchlist for anti-competitive behaviour

According to PLUS, “First and foremost, PLUS wishes to apologise to all its highway customers for the inconvenience caused as a result of the congestion during the initial implementation of the Second Public Pilot RFID along the North-South Expressway from Juru to Skudai on January 15.”

“PLUS is committed to reinstate 16 toll plazas with 19 Touch ‘n Go lanes into SmartTAG lanes by January 25 in anticipation of the Chinese New Year travel exodus.

Also Read: PM: Highway users should not be forced to use RFID

“Subsequently post CNY, on February 19, an additional 18 toll plazas will convert its 24 lanes to SmartTAG lane,” the highway concessionaire added.

On top of reinstalling the SmartTag lanes, PLUS also added that they will deploy round-the-clock teams to improve and optimise the RFID system.

Also Read: Is PLUS contradicting itself? RFID causes massive jams, PLUS shuts down comment sections

“Quicker ‘double-arm’ lane barriers will also be deployed at plazas with high traffic to ensure quick dispersal of traffic.

“Additionally, to assist our highway customers, visual RFID detection zones will be painted on the lanes to ensure customers are able to position their vehicle to ensure optimum detection,” PLUS added.

Also Read: PLUS congratulates itself for RFID's execution, thanks users for 10 percent migration rate

PLUS has also assigned customer service assistants at all 158 RFID lanes at 74 toll plaza to assist customers who are stuck. These personnel are able to determine if there is a RFID malfunction via their portable detection devices.

Also Read: To calm the angry public, LLM to speak to PLUS and TnG to reduce price of RFID stickers

Motorists with a faulty RFID tag will be given a coupon for a full diagnosis at the nearest Touch ‘n Go fitment centre. If the RFID tag still has issues after the diagnosis, Touch ‘n Go will replace the tag, free of charge.

Also Read: Works Ministry wants PLUS to explain problems with RFID’s execution

The RFID system is in line with the Ministry of Works’ Intelligent Transport System (ITS) blueprint for a congestion-free Multi-Lane Free-Flow (MLFF) ecosystem.