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Example of inefficiency and lack of synergy

After two years, a toll-free number for motorists to call or sms with complaints about unscrupulous bus, lorry or taxi drivers has been scrapped.
(See NST small edition, main section Pg 10, 14th April 2005)


Because they are “unable to cope with the number of complaints,” said Baharom Mohamad, Chairman of the Commercial Vehicle Licensing Board (CVLB / LPKP).

I’m confused: it’s being scrapped because it’s working too well?

Baharom seemed to justify it all by adding “Furthermore, most of the calls are related to the Road Transport Department (RTD / JPJ) and the traffic police.” In fact, it seems JPJ will be launching a new hotline soon.


I can understand the CVLB’s reluctance to play the role of ‘postman’ where they have to channel almost 80% of the calls to JPJ and the traffic police. It makes sense for JPJ to run such a service. However, instead of scrapping the line, why don’t they just transfer ownership of the line from the CVLB to JPJ?

I can understand that JPJ would need the call center to be located where it wants, so that is a cost that is going to be incurred anyway.

But I can anticipate the following unnecessary expenditures:
1. printing and distribution of new stickers to be stuck onto the backs of busses, lorries & taxis (assuming the focus of the hotline will still be these three vehicles)
2. a campaign on tv/radio to increase people’s awareness of the new number, including handouts etc with the new information
Do they realize that this is all unnecessary: if the 400 calls a day received (compared to CVLB’s expectation of 150) are any indication, awareness of the number and service is already high.

Surely having JPJ take over an existing service makes much more sense than having to create a totally new service?


On a related note... how much you wanna bet that no-one is going to ensure that the old stickers on all the busses, lorries and taxis are taken down, to help reduce chances of the general public calling/smsing the ‘old’ number?


  1. Have you tried calling the toll free number? A machine will asks you to leave your name and your complaints. Next? Will the machine regurgitate your complaints to the CVLB official or whoever? Its anybody's guess.Is the CVLB appropriately and adequately manned? I don't know. But I think that's the root cause.
    Now, JPJ wants to run the line in its own house. Aha....... remember the above root cause. Its a vicious circle.
    p/s. its interesting to read your blog. Keep it up, even with the current number of reader(s). Heheheh.

  2. to tell u the truth, i had always wondered about that sticker on the back of those vehicles: whether the hotline really existed, let alone if it was effective!
    btw, many thanx for your encouragement and comments!


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