JPJ ends queue number limits, says all customers will be served during operating hours

Malaysia’s vehicle owners and licence holders can expect a less stressful experience at JPJ counters moving forward with Jabatan Pengangkutan Jalan Malaysia (JPJ) officially removing the daily cap on queue numbers at all its offices nationwide.

The change, which (quietly) came into effect on January 13, means queue numbers are now issued without limit throughout official operating hours. The move follows mounting public frustration over queue tickets running out early in the day, even though service counters were still open — a situation that had drawn widespread attention, prompting the department to consider a policy change.

JPJ director-general Datuk Aedy Fadly Ramli explained that the previous system was never about shutting counters early. Instead, daily queue limits were set based on realistic operational capacity, taking into account staff availability, transaction duration, and the nature of services that require physical inspections and verification.

By the numbers, the demand for over-the-counter services remains significant. The JPJeQ queue management system issued around 9.3 million queue numbers nationwide last year — an average of roughly 39,000 customers per day. This highlights just how heavily Malaysians still rely on physical JPJ counters, particularly for vehicle-related matters that cannot yet be completed fully online.

Under the revised approach, JPJ has made it clear that anyone who arrives during official operating hours is entitled to a queue number and subsequent service. The JPJeQ system will continue to be used to manage customer flow, but without an artificial daily ceiling that cuts access short. Operating hours also remain unchanged: Monday and Friday from 7.45am to 5.30pm, and Tuesday to Thursday from 8.00am to 4.30pm.

To support the new policy, JPJ says they have strengthened internal processes, including better staff deployment during peak periods, optimised counter workflows, closer monitoring by state and branch management, and tighter inter-department coordination.

Importantly, JPJ has also taken a firm stance on counter operations. All counters are required to operate fully according to the set hours, barring unavoidable technical or safety issues. Any unjustified closures will not be tolerated, and administrative or disciplinary action may be taken if investigations uncover lapses in counter management.

For motorists, the message is clear: if you show up within operating hours, you will be served — a welcome shift that should make routine JPJ visits a little more predictable. At the same time, JPJ continues to encourage the use of digital platforms like MyJPJ and MySIKAP for transactions that can be completed online, helping to ease counter congestion in the long run.