Maxim Malaysia Releases First Public Report Highlighting Safety, Customer Support and Driver Compliance

KUALA LUMPUR – Passenger safety and driver compliance with legal requirements remain key factors in building public confidence in e-hailing services. To strengthen transparency on how these areas are managed, Maxim Malaysia has, for the first time, publicly released data covering safety performance, customer support and driver legalisation efforts.

The report, which covers the first half of 2026, revealed that safety-related matters accounted for less than 1% of all inquiries received through Maxim Malaysia’s official support channels. This figure represents the proportion of safety-related contacts compared with the total number of inquiries recorded during the reporting period, reflecting a high level of customer satisfaction with the services provided.

According to Maxim E-hailing, safety-related concerns are prioritised and managed through an accelerated response process. The company’s in-app safety features also include an enhanced SOS function, allowing passengers to quickly notify emergency contacts and share their trip information when necessary.

Throughout the reporting period, more than 90% of all inquiries received were successfully resolved, with over 70% processed within 24 hours. Drivers accounted for 61.5% of total inquiries, while passengers contributed the remaining 38.5%. Most inquiries involved general support, payment-related matters, fares, refunds and issues related to individual trips.

Mohd Hazwan Musley, Director of Maxim Malaysia, said transparency in the e-hailing industry should go beyond business performance and include how safety and service-related matters are addressed.

“Passengers, drivers and regulators need a clear understanding of how service and safety concerns are managed, how quickly companies respond and what practical measures are being implemented to meet legal requirements. We are publishing these figures for the first time to encourage a more open and evidence-based discussion about the industry,” he said.

The report also highlights the progress of Maxim Malaysia’s driver legalisation programme, which assists drivers in completing the necessary procedures to comply with regulatory requirements. The company provides compensation for Public Service Vehicle (PSV) licence-related expenses and supports drivers in obtaining Electronic Vehicle Permit (EVP) documentation through a dedicated team in collaboration with driving schools.

During the reporting period, Maxim Malaysia invested RM2,015,090 in driver compensation and legalisation support initiatives. Hundreds of drivers received assistance with PSV and EVP procedures each month, while legalisation activities increased by 22.5% in the second quarter compared with the first quarter of 2026. The entire process was completed within an average timeframe of two to three days.

According to Maxim Malaysia, the programme was introduced to reduce the financial and administrative challenges faced by drivers while ensuring that all legal and regulatory obligations are fully met.

Since beginning operations in Malaysia in 2019, Maxim Malaysia has continued to operate in accordance with the licensing requirements applicable to its services and operational areas, including regulatory frameworks overseen by the Land Public Transport Agency (APAD) and the Commercial Vehicle Licensing Board (LPKP). The company remains focused on improving urban and rural mobility across Malaysia while carrying out various corporate social responsibility (CSR) initiatives to support communities in need.

By making these figures publicly available, Maxim Malaysia aims to provide passengers, drivers, regulators and the wider public with a clearer understanding of the company’s approach towards safety, service quality and driver legal compliance.