Please thank our customer Mr. Awtar Singh for highlighting the matter on maximum toll charge at Touch ‘n Go lanes (card and SmartTAG). We would like to take this opportunity to provide further clarification for the benefit of all our customers.

'Maximum toll charge' occurs in a 'closed toll system' when entry toll plaza information is not captured while entering the highway, hence the system is unable to calculate the actual toll fare at the exit toll plaza. This results in the deduction of the maximum toll fare by the system which is the fare for the furthest journey along the highway. The occurrence of maximum toll charge can be contributed by improper card or SmartTAG usage or due to isolated technical glitch. In any case, a refund shall be considered for deserving case.

As for Mr. Awtar Singh, a refund has been processed and will be credited to his bank account within a week. This has been communicated to him on 5 March 2010. We sincerely regret for any inconvenience caused.

Rest assured, Touch 'n Go will strive to provide excellent service to all our valued customers.

Thank you.

Yours sincerely,

TOUCH ‘N GO SDN. BHD.
A.AZMI JAFAR
Head
Customer Service Division