Maxim Malaysia has released its safety, customer support and driver legalisation data for the first time, offering greater transparency into how the company manages passenger safety, customer service and regulatory compliance. The report covers the first half of 2026 and provides insights into the platform’s operational performance.
According to the report, safety-related matters accounted for less than 1% of all inquiries received through Maxim Malaysia’s official support channels during the reporting period. This figure represents the proportion of safety-related contacts among all recorded inquiries, indicating that the vast majority of users contacted the company for reasons unrelated to safety.
The company said that safety-related requests are prioritised through an accelerated response process. Maxim’s in-app safety features also include an enhanced SOS function, allowing passengers to quickly alert emergency contacts and share their trip details in case of emergencies.
More than 90% of all customer inquiries were successfully resolved during the reporting period, with over 70% handled within 24 hours. Drivers submitted 61.5% of the total inquiries, while passengers accounted for the remaining 38.5%. Most requests were related to general support, payments, fares, refunds and individual trip issues.
Mohd Hazwan Musley, Director of Maxim Malaysia, said transparency in the e-hailing industry should go beyond business performance. He noted that passengers, drivers and regulators deserve a clear understanding of how safety and service concerns are managed, how quickly the company responds, and the practical measures taken to meet legal and regulatory requirements. He added that the company is publishing these figures for the first time to encourage a more open and evidence-based discussion about the industry.
The report also highlighted the progress of Maxim Malaysia’s driver legalisation programme. The initiative assists drivers in completing the necessary legal procedures, offers compensation for Public Service Vehicle (PSV) licence expenses, and provides support for obtaining Electronic Vehicle Permit (EVP) documentation. The programme is supported by a dedicated team working closely with driving schools.
During the first half of 2026, Maxim Malaysia invested RM2,015,090 in driver compensation and legalisation support. Hundreds of drivers received assistance with PSV and EVP procedures each month. The company reported a 22.5% increase in legalisation activities during the second quarter compared to the first quarter of 2026, with the average completion time ranging from two to three days.
According to Maxim Malaysia, the programme is designed to reduce the financial and administrative challenges faced by drivers while ensuring that all legal and regulatory requirements are fully met.
Maxim Malaysia has been operating in Malaysia since 2019 under the licensing frameworks administered by the Land Public Transport Agency (APAD) and the Commercial Vehicle Licensing Board (LPKP). The company continues to expand urban and regional mobility services across the country while also carrying out monthly corporate social responsibility (CSR) initiatives to support communities in need.
By making these figures publicly available, Maxim Malaysia hopes to provide passengers, drivers, regulators and the wider public with a clearer understanding of the company’s approach to safety, customer service and driver legalisation.