Common sense should prevail over one RFID lane at all its toll plazas

A long queue at one RFID lane

 Dear Editor,

I have always been persistent in solving problems on the ground. Some issues take years to resolve, but perseverance pays off. For example, Telekom Malaysia once resisted allowing Malaysian telcos to use its 999 Emergency Call Centre. It took a couple of years before the then Ministers of Communications finally resolved the matter.

I can't recall whether it was Chan Kong Choy or Ong Tee Keat who finally put their foot down before the matter was resolved. 

But what I know is, Malaysians today no longer need to dial 112 on their mobile phones to reach the police, fire rescue services, or ambulance. Calls to 999 are now properly routed to the emergency centre, instead of being transferred to the nearest district police headquarters after office hours—where, too often, no one would pick up.

There are many similar issues I have fought to address. One was ensuring insurance companies accepted coverage for radiotherapy as an outpatient treatment. This was achieved with the support of Bank Negara during the tenure of Tan Sri Zeti Aziz as governor.

Drivers have to move other lanes as a result of the RFID malfunction 

Litrak & TNG
Now, I am highlighting -- and will continue to highlight -- another pressing issue: the lack of RFID lanes at toll plazas owned by Litrak along the Damansara–Puchong Highway (LDP). 

At present, each plaza has only one RFID lane, while eight or nine lanes still rely on Touch ‘n Go cards, and two lanes use SmartTAG. This imbalance makes little sense.

As ordinary Malaysians, we are required to spend RM35 for an RFID tag, while continuing to maintain Touch ‘n Go cards. The cost burden is significant, especially when I understand from industry insiders that RFID tags cost only RM2–3 to produce. Who is profiting from this system?

My personal encounters with Litrak and Touch ‘n Go have been frustrating. When I raised concerns directly, I was passed from one staff member to another, with no clear direction. Even after contacting Litrak’s Public Relations office, leaving my number, and later speaking to the CEO’s secretary, Cik Nisa, no meaningful response was given.

Worse, concessionaires and Touch ‘n Go often ignore customer complaints. I myself was once double-charged at a toll plaza within minutes. Despite months of follow-up, I received no reply—until the late Datuk Seri Salahuddin Ayub intervened. Only then did Touch ‘n Go respond courteously and refund RM2.10.

When I enquired about the single RFID lane, I was given conflicting explanations:
• Litrak decided years ago to install only one RFID lane.
• Litrak requested more readers, but Touch ‘n Go refused to provide them.

Which version is true? Other highways have at least two RFID lanes for every five lanes, so why is Litrak different? Both Litrak and Touch ‘n Go owe the public an explanation. The Minister of Works, Datuk Seri Alexander Nanta Linggi, and the Minister of Domestic Trade and Cost of Living should also take note of these inconsistencies.

For ordinary citizens, the expectation is simple: immediate improvement. A system that forces thousands of drivers to queue at just one RFID lane out of twelve, as seen at the Sri Damansara toll booths, is unacceptable.