KUALA LUMPUR – Maxim Malaysia has taken a significant step towards strengthening public confidence in the e-hailing industry by releasing its first public report highlighting data on safety, customer support and driver compliance for the first half of 2026.

The publication of the report reflects Maxim Malaysia’s commitment to greater operational transparency by providing clearer insights into how the company manages safety matters, customer feedback and regulatory compliance among its driver partners.

According to the report, safety-related concerns accounted for less than 1% of all inquiries received through Maxim Malaysia’s official support channels during the reporting period. The figure reflects the proportion of safety-related inquiries compared with the overall volume of customer interactions recorded.

Maxim Malaysia also highlighted that safety-related requests are prioritised and handled through an accelerated response process. The Maxim application includes enhanced safety features such as the SOS function, allowing passengers to quickly notify emergency contacts and share their trip details when needed.

During the first half of 2026, more than 90% of customer inquiries were successfully resolved, with over 70% processed within 24 hours. Drivers contributed 61.5% of all inquiries, while passengers accounted for the remaining 38.5%.

Mohd Hazwan Musley, Director of Maxim Malaysia, said transparency plays an important role in building trust among passengers, drivers, regulators and industry stakeholders.

“Transparency in the e-hailing sector should include how safety and service-related matters are managed, how quickly companies respond and the practical steps taken to ensure compliance with legal requirements. Through this report, we aim to provide a clearer view of our approach towards safety, service quality and driver support,” he said.

The report also highlights Maxim Malaysia’s driver legalisation programme, which assists drivers in completing required procedures for Public Service Vehicle (PSV) licences and Electronic Vehicle Permit (EVP) documentation. The company provides guidance, financial support and assistance through a dedicated team in collaboration with driving schools.

During the reporting period, Maxim Malaysia invested RM2,015,090 in driver compensation and licensing support initiatives. The volume of driver legalisation activities increased by 22.5% in the second quarter of 2026 compared with the first quarter, with the process completed within an average of two to three days.

Since beginning operations in Malaysia in 2019, Maxim Malaysia has continued to operate in accordance with applicable licensing requirements, including regulatory frameworks overseen by the Land Public Transport Agency (APAD) and the Commercial Vehicle Licensing Board (LPKP). The company remains focused on improving urban and rural mobility while supporting communities through various corporate social responsibility (CSR) initiatives.

Through the release of this public report, Maxim Malaysia aims to provide passengers, drivers, regulators and the wider public with a clearer understanding of its commitment towards safer, more transparent and reliable e-hailing services.