Maxim Malaysia has released its first Safety and Driver Legalisation Report for the first half of 2026, revealing over 90% of customer inquiries were resolved and detailing its driver support initiatives.
KUALA LUMPUR: Passenger safety and the legal status of drivers are important to public trust in e-hailing services. To provide greater transparency on how these areas are managed in practice, Maxim Malaysia has publicly released its safety, customer support and driver legalisation data for the first time.
The disclosure covers the first half of 2026 and shows that safety-related matters accounted for less than 1% of all the inquiries registered through Maxim Malaysia’s official support channels. This figure reflects the share of safety-related contacts among all recorded inquiries. That means a high level of client satisfaction of the services.
Maxim E-hailing said safety-related requests are given priority and handled through an accelerated response process. The company’s in-app safety features also include an enhanced SOS function that allows passengers to quickly alert emergency contacts and share their trip details.
Overall, more than 90% of inquiries received during the reporting period were successfully resolved, with over 70% processed within 24 hours. Drivers submitted 61.5% of all inquiries, while passengers accounted for the remaining 38.5%. Most requests concerned general support, payments, fares, refunds and issues related to individual trips.
“Transparency in the e-hailing sector should extend beyond business performance. Passengers, drivers and regulators need a clear understanding of how service and safety concerns are handled, how quickly the company responds and what practical measures are being taken to meet legal requirements. We are publishing these figures for the first time to support a more open and evidence-based discussion about the industry,” said Mohd Hazwan Musley, Director of Maxim Malaysia.
The report also presents the results of Maxim Malaysia’s driver legalisation programme. The company helps drivers navigate the required procedures, provides compensation for Public Service Vehicle (PSV) liscence expenses and assists with obtaining Electronic Vehicle Permit (EVP) documentation. This support is delivered by a dedicated team and through cooperation with driving schools.
During the reporting period, Maxim Malaysia invested RM2,015,090 in driver compensation and legalisation support. Hundreds of drivers receive assistance with PSV and EVP procedures each month. The volume of legalisation activity increased by 22.5% in the second quarter compared with the first quarter of 2026, while the process took an average of two to three days to complete.
According to the company, the programme is designed to reduce the financial and administrative barriers drivers may face while ensuring that all legal and regulatory requirements remain fully observed.
Maxim Malaysia began operating in the country in 2019. The company operates under the licensing requirements applicable to its services and areas of operation, including the frameworks administered by the Land Public Transport Agency (APAD) and the Commercial Vehicle Licensing Board (LPKP) and focuses on increasing urban and provincial mobility throughout Malaysia. Moreover, the company provides CSR initiatives and supports people in need every month.
By making these figures publicly available, Maxim Malaysia aims to give passengers, drivers, regulators and the wider public a clearer view of how the platform approaches safety, service quality and driver legalisation.
ALSO READ: Maxim Drive Hub launched to raise e-hailing standards
