Maxim Malaysia has for the first time published a public report presenting data related to safety, customer support and driver licence verification as an effort to increase transparency and strengthen public confidence in the company’s e-hailing service in the country.
The report, which covers the first half of 2026, provides a comprehensive overview of how the company handles safety issues, resolves customer enquiries and ensures legal compliance among its drivers.
Based on the report, safety-related issues accounted for less than one percent of the total enquiries received through Maxim Malaysia’s support channels. The statistics show that only a small portion of the enquiries received were related to safety, reflecting a high level of customer satisfaction with the services provided.
According to Maxim Malaysia, every safety-related enquiry is given priority and handled through a faster response process. In addition, the application is equipped with safety features such as an enhanced SOS function, enabling passengers to contact emergency contacts quickly and share their trip information.
The report also shows that more than 90 percent of customer enquiries were successfully resolved during the reporting period, with more than 70 percent processed within 24 hours.
Of the total enquiries received, 61.5 percent were submitted by drivers, while the remaining 38.5 percent came from passengers. Most enquiries involved general support, payments, fares, refunds and issues related to individual trips.
Maxim Malaysia Director, Mohd Hazwan Musley, said transparency in the e-hailing industry should not only focus on business performance, but should also cover how the company handles safety and service issues.
According to him, passengers, drivers and authorities need a clear picture of how issues are handled, how quickly the company responds and the measures taken to ensure compliance with legal requirements.
He said the publication of the report aims to support a more open and fact-based discussion about the e-hailing industry in Malaysia.
In addition to safety and customer service, the report also highlights the implementation of the driver licence verification programme carried out by Maxim Malaysia.
Through the programme, the company assists drivers in obtaining the Public Service Vehicle (PSV) Licence and the Electronic Vehicle Permit (EVP), including providing compensation for the cost of obtaining the licences. The assistance is provided by the company’s dedicated team in collaboration with driving schools.
During the reporting period, Maxim Malaysia invested RM2,015,090 for driver compensation and licence verification support.
Every month, hundreds of drivers received assistance related to the PSV and EVP process, while the number of licence verification activities increased by 22.5 percent in the second quarter of 2026 compared with the first quarter. On average, the entire licence verification process took between two and three days to complete.
According to the company, the programme was designed to reduce the financial and administrative burden that drivers may face, while ensuring that all legal and regulatory requirements are fully complied with.
Maxim Malaysia began operations in the country in 2019, with its first booking completed in Kuantan. The company now operates in all states in Malaysia and operates in accordance with the licensing requirements in force for its services and operating areas, including the framework regulated by the Land Public Transport Agency (APAD) and the Commercial Vehicle Licensing Board (LPKP).
In addition to expanding access to mobility services in urban and rural areas, Maxim Malaysia also carries out various corporate social responsibility (CSR) initiatives and assists those in need every month.
By publishing this data to the public, Maxim Malaysia hopes to provide passengers, drivers, authorities and the public with a clearer picture of the company’s approach to safety, service quality and driver licence verification.
