KPDN: TNG's Follow-Up Initiatives Insufficient, Clearer Action Plan Needed

Alex Cheong Pui Yin

13th February 2023 - 3 min read

The Ministry of Domestic Trade and Cost of Living (KPDN) has released a statement asking for a clearer action plan from Touch ‘n Go (TNG), following the company’s submission of its first follow-up proposal. This came after an earlier directive from KPDN for TNG to address various issues related to its services.

For context, a special KPDN task force had been established to look into multiple complaints brought up by the public with regard to TNG’s services. These include the scarcity of the enhanced TNG card (with near-field communication capability) in the market, difficulties in obtaining refunds of TNG card balances, and users not realising that their cards have expired. There were also concerns that the public may confuse the purpose of TNG’s recently launched Visa prepaid card as it cannot be used for toll and public transportation payments, whereas the TNG brand has come to be closely associated with these transactions.

Following that, TNG was asked to present a follow-up action plan on how they intend to resolve these matters, based on six key steps that were outlined by the task force.

Fast forward to today, the special task force said that TNG has responded to its request, but felt that the company’s initiative is insufficient. KPDN also shared TNG’s presented proposal, as shown below:

Steps outlined by KPDN	TNG’s proposed follow-up action plan
Rebrand TNG Visa prepaid card and notify the public of the capabilities of the new card, thereby reducing confusion	TNG to display a “This is not TNG card” notice on the TNG Visa prepaid card application page
Increase the number of TNG sales and service centres	TNG to increase TNG card production rate from 2.68 million in 2022 to 3.5 million in 2023
Provide early notification to users of expiring TNG cards	TNG users to receive reminders and notifications (via email and TNG eWallet) one month before their cards are set to expire
Speed up the refund and balance transfer process for TNG cards	TNG to review the process and implement improvements as soon as possible
Strive to remove all TNG card listings made by unauthorised third parties (in partnership with e-commerce platforms)	– TNG to submit official request to e-commerce platforms to remove all TNG card sale listings by unauthorised sellers – TNG to submit official notice to all distributors and retail partners so that they sell the TNG cards at the approved price (limited to one card per customer)

“The next engagement session [between KPDN and TNG] will focus on drawing up a clear action plan, especially in terms of setting a timeline and listing specific details for the activities,” KPDN further said in its statement.

Finally, KPDN stressed that it will continue to monitor the ongoing situation and ensure that the issues highlighted by the public will be resolved as soon as possible for the benefit of the people.

(Source: KPDN)

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Alex Cheong Pui Yin

Previously covered recruitment-related stories and had a short stint as a copywriter for the property industry. She subsequently developed an interest in investment and robo-advisors.

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