Pos Malaysia handles between 400,000 to 800,000 packages a day during the MCO period.
Malaysians have been losing their patience over unsatisfactory services provided by our national courier throughout the Movement Control Order (MCO) period.
Pos Malaysia has been bombarded with criticism and complaints of late deliveries and poor customer service.
A look through the company’s social media pages reveals numerous unhappy comments going as far back as March 2020.
Netizens also highlighted problems they experience with Pos Malaysia’s customer service channels taking too long to respond to enquiries.
@pos4you I’ve been trying to get in contact with Pos Malaysia International Hub customer service for past 3 weeks but the phone lines are always busy with “high call rate”. It’s impossible to get any feedback on my detained item. Please advise— Sucin (@sucin25) November 9, 2020
Pos Malaysia’s mobile application has also been noted to have its own issues and bugs.
i keep checking the pos malaysia app every single day but there’s no update on my parcel 😭 please don’t get lost this is the most i’ve spent for a photocard pic.twitter.com/I8QEzVM80G— mj (@xdjuns_) October 11, 2020
In response to ongoing critique, Pos Malaysia says that they’re doing their best to ensure that deliveries across the country arrive as soon as possible.
Speaking to TRP, a company spokesperson explained that MCO restrictions and temporary closure of several of its facilities had effectively disrupted Pos Malaysia’s ability to deliver, and they are doing everything to keep up with demand.
Pos Malaysia has mitigation plans and alternative measures in place to ensure continuity of operations and to address any delivery challenges related to Covid-19, especially to and from East Malaysia.Pos Malaysia
Online shopping craze
According to Pos Malaysia the company experienced a 35% surge in the number of packages it handles since the start of the MCO.
Its spokesperson said that on average, the company processes around 487,000 parcels a day – topping at around 800,000 packages on peak days.
Despite this impact, we have increased our capacity to ensure the continuity of processing and deliveries of items, including sourcing for additional manpower to ramp up our operations to manage the high demand, especially for the recently concluded 11.11 sale and deliveries.Pos Malaysia
Doing their best
Addressing consumer complaints and questions, Pos Malaysia asks that Malaysians reach out for assistance directly with the company’s AskPos chatbot and to utilize its “enhanced website” and mobile app.
Customers are also advised to go through Pos Malaysia’s social media postings and webpage for any notices on delays in deliveries.
We assure our customers that we are doing our best to ensure courier items are delivered to their doorstep as soon as possible or in certain areas, as soon as the situation permits.Pos Malaysia
Pos Malaysia adds that the company is taking every precaution to ensure employees and by extension, customers, are well protected from Covid-19 by stressing the use of personal protective equipment (PPE) as well as hygiene and physical distancing practices.
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