In response to APAD’s recommendation to focus on ride safety, Maxim Malaysia has enhanced customer awareness of safety features. The service has optimised built-in protection functions in the app and begun implementing automatic appeal distribution algorithms. The company emphasises risk prevention and prompt response, introducing both technological innovations and an individual approach to each situation.
Key changes have been made to the user communication and support system. The company has conducted mass customer notifications, with app users receiving messages reminding them of key safety measures during rides.
Furthermore, the service has begun implementing the automatic prioritization of support tickets based on urgency level. This allows concerning signals to be instantly directed to specialized personnel. Each emergency request additionally undergoes an audit by an employee, ensuring a personalised approach to problem-solving and facilitating a thorough internal investigation.
“Safety is our priority. We are not only implementing technological tools but also working to ensure every customer knows about them and knows how to use them. The updated support system allows us to respond to critical situations as quickly as possible,” said Mohd Hazwan Musley, Director of Maxim Malaysia.
As part of its ongoing commitment to passenger safety, Maxim Malaysia reminds users to utilise the following in-app safety features:
Before your trip, add a trusted contact to the SOS button settings. In case of an emergency, pressing the button will notify both emergency services and your trusted contact.
At the start of your ride, share your trip link (Tracking Link). Send a direct link to your route via the app to family or friends before the trip begins. This allows them to see your location and progress in real time.
Communicate only through in-app chat. All communication with the driver should take place via the secured in-app chat. This ensures proper monitoring and a clear record of correspondence, while also keeping personal phone numbers protected.
If any issues arise during the ride, passengers are advised to contact the support service via the app immediately.
Maxim is continuously working to create a secure and comfortable environment for all ride passengers.
