RE: RESPONSE TO MALAY MAIL ENQUIRY MADE ON BEHALF OF MR ZAABA ON BALANCE SWIPED OFF FROM TOUCH ‘N GO CARD - 9 Aug 2006

On behalf of Touch 'n Go Sdn Bhd (formerly known as Rangkaian Segar Sdn Bhd) (TNGSB), the operator of the Touch ‘n Go Electronic Payment System (EPS) and SmartTAG, we would like to address the problem of swiped off balance from Touch ‘n Go card encountered by Mr Zaaba (Tel: 012 – 212 7511) at the Elite Highway SmartTAG lane on 30th July 2006.

In Mr Zaaba’s case, the SmartTAG reader at the Seafield Toll Plaza had detected his Touch ‘n Go card the first time and the correct amount of RM4.90 was deducted. However the car in front of him had reversed as it was having some problem. Mr Zaaba also reversed and used the card again at the Touch ‘n Go lane. As the reader was not able to detect the entry point, the maximum amount was then imposed on the card.

The incorrect toll charge is a result of no entry information at the exit point for the system to calculate the toll fare.  In a closed system environment, the toll fare is calculated based on the distance of the journey and when such information is not available, the system will automatically impose the maximum toll fare for the longest journey possibly travelled by the user. 

We have contacted Mr Zaaba personally and made arrangements to refund his money, amounting to RM 42.90, which will be banked into his account. We apologise for not being able to reload the amount into his Touch ‘n Go card at this point of time. We, however, are taking steps to ensure that we will be able to treat such cases in the future by reloading the amount back into Touch ‘n Go card immediately.
Whilst this incident is likely a cause of system malfunction but there are many other factors that could result in the system failing to register the entry information.  We would like to take this opportunity to enlighten our users to take the following preventive measures:-

1.		Place your SmartTAG firmly and properly
		The SmartTAG operates based on line-of-sight, just like your television remote control. Please ensure that your SmartTAG infrared panel (black panel) is pointing upwards, facing the toll gantry in order for the reader to detect your Touch ‘n Go card. Do not wave or hold the SmartTAG with your hand because movement may also interfere the data transmission. In addition, your finger may also block the infrared panel. The best practice is to place the SmartTAG on the given bracket, properly installed at the lower centre of your windscreen.
2.		Check your SmartTAG battery frequently
		Weak battery can interfere infrared transmission. SmartTAG battery level is indicated on the LCD screen every time a user presses the balance checker button. Battery lifespan varies according to usage frequency. User should change the battery when the sign on the LCD screen indicates “LO” or when there is a continuous “beep” sound at the toll lane.
3.		Slow down your vehicle speed at SmartTAG lane
		Reduce your vehicle speed to below 40km/h as you enter the SmartTAG detection zone (20 metres from the toll gantry). For vehicles with tinted windscreen, the recommended speed is 20km/h.
4.		Do not use different Touch ‘n Go card to enter and exit toll plaza. Users who keep more than one Touch ‘n Go card in the wallet and use the wallet to touch the reader may cause the system to register one card at the entry and read the other card at the exit. This happens to users who keeps MyKad and Touch ‘n Go card together as well.
5.		Do not enter and exit at the same toll plaza as this is an illegal usage and is subjected to penalty.