Service charges at self-service eateries have come under scrutiny after diners questioned the value of paying extra for limited service.
THE rising number of self-service eateries in Malaysia has triggered renewed debate over the legitimacy of service charges imposed on customers, with many questioning what exactly they are paying for.
A recent Threads post criticised the practice, arguing that customers are increasingly required to perform tasks traditionally handled by staff, yet are still charged a 10% service fee.
The post highlighted how diners are often expected to scan QR codes, browse digital menus, place orders and make payments at the counter, with minimal or no assistance from restaurant staff aside from food delivery.
“After that, the bill arrives with a 10% service charge. For what? Absolutely zero assistance,” the user wrote.
The comments quickly gained traction, with many Malaysians sharing similar frustrations and questioning the rationale behind service charges in such settings.
Some users argued that customers are effectively doing most of the service work themselves, including ordering and sometimes even collecting food, leaving little justification for additional charges.
While a section of commenters acknowledged that service charges may contribute to staff wages and operational costs, others suggested that consumers should report questionable practices to the relevant authorities.
One user claimed that service charges in some eateries function as a form of hidden gratuity, adding that customers should dispute such fees if they believe they are unjustified.
“Totally agree with this. Customers usually collect the food themselves and there are no services involved other than food preparation,” one commenter said.
Another user argued that service charges are not always distributed to staff in the same way across all establishments, noting that only certain sectors, such as hotels, typically have structured systems for distribution.
“Most eateries pocket these service charges and do not share them with staff. Only hotel employees are unionised, which is why service charges are distributed to them,” the commenter said.
