Shaping a sustainable future
through innovation and
empowerment

Touch ‘n Go Sdn Bhd is turning everyday travel into an opportunity to celebrate Malaysian creativity. Through limited-edition card designs, we collaborate with local artists to bring culture and art into the pockets of millions.

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These collaborations not only showcase homegrown talent but also support Malaysia’s creative economy — from artists and designers to small creative businesses.

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Since 2024, we’ve worked with six local creatives, generating over RM116,000 in revenue and helping bring their work to a wider audience.

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Our customers are at the heart of everything we do. They’ve helped shape Touch ‘n Go into a preferred payment method in the daily lives of Malaysians — and we’re committed to giving them the best experience possible.

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Over the years, we’ve invested over RM1 million to build a stronger, more user-friendly refund system, in line with our move towards becoming a Digital First Contact Centre. The upgraded platform empowers users to resolve their refund requests directly via our website — addressing one of their biggest pain points.

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Since 2024, we’ve maintained a CSAT score above 4.0 and resolved 99% of refund requests within 7 days — twice as fast as Bank Negara’s 14-day guideline. Today, 83% of refunds are submitted via our self-serve card portal, rather than through calls.

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Looking ahead, we plan to enhance the customer experience even further through our CRM platform by exploring AI-driven tools and eForms — helping our users save time and enjoy seamless support.

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Used cooking oil (UCO) is both a challenge and an opportunity in Malaysia’s shift towards a circular economy. Improper disposal of UCO from households and businesses pollutes our rivers and seas.

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To tackle this, TNG Digital has partnered with Arus Oil (My Protech Sdn Bhd) to offer a simple, rewarding solution. Now, TNG eWallet users can recycle their UCO and receive instant monetary rewards, turning waste into value while supporting Malaysia’s circular economy goals.

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Since its inception, the initiative has collected 30 tonne of used cooking oil.

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TNG Digital has partnered with the United Nations High Commissioner for Refugees (UNHCR) to provide digital financial services to refugees and asylum-seekers in Malaysia, a group often excluded from traditional banking. As of November 2024, UNHCR has registered 192,170 refugees, primarily from Myanmar, Pakistan, Yemen, and Afghanistan.

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This initiative focuses on offering refugees digital financial solutions and enhancing their financial literacy, helping them achieve financial stability and participate in Malaysia's digital economy.

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Aligned with both Malaysian government policies and global financial inclusion goals, this collaboration aims to create a more inclusive financial ecosystem that benefits vulnerable populations while contributing to the country's economic development.

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In support of Malaysia’s digital transformation, TNG Digital is committed building a more inclusive society where everyone — regardless of age, background, or income level — can confidently take part in the digital economy.

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At the heart of this effort is Let’s Duit, our inaugural digital financial literacy programme tailored for underserved communities such as youth, senior citizens, and the underbanked. Through interactive workshops and community outreach, Let’s Duit equips participants with the practical  — from making safe digital transactions to managing personal finances with confidence.

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By bridging the digital literacy gap, Let’s Duit helps individuals gain the knowledge and trust they need to thrive in a fast-growing digital world. To date, the programme has reached close to 1,000 participants across Malaysia, creating a path for more people to participate fully in the opportunities of the digital age.

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In 2023, TNG Digital and Visa forged a strategic partnership to launch Malaysia's first CSR-linked, numberless Touch ‘n Go eWallet Visa Card, designed with enhanced privacy and security features. This card complements the eWallet by enabling users to make payments without DuitNow QR, withdraw cash from ATMs, perform online transactions, and expand their payment options globally. Security settings can be easily managed via a dedicated dashboard within the TNG eWallet app.

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At launch, RM2 from each card issued was channelled to United Voice to support employment-focused projects for individuals with learning disabilities. The initiative reached its target of RM1 million in donations within 6 months, with over 500,000 cards have issued to date, a testament to how digital payment innovation can drive social impact at scale.

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