The Sarawak-based parking system Pay and Go has addressed recent public concerns over alleged charging discrepancies, saying it is aware of the discussions circulating online and understands users’ frustrations.
The platform stated that it processes tens of thousands of parking transactions daily, maintaining an accuracy rate of over 99.9%, with only a very small number of cases involving errors.
According to Pay and Go, most reported irregular charges are not caused by system failures, but rather due to user input errors or account-related issues. However, the company stressed that all confirmed overcharges have already been refunded.
It further added that there is no time limit imposed for refund requests, as long as the cases are verified to be the platform’s responsibility, reinforcing its commitment to resolving genuine complaints fairly.
Beyond technical operations, the company also revealed a lesser-known feature: when users forget to activate their parking session, the system may temporarily cover the parking fee to prevent users from receiving fines.
The platform explained that this approach is based on trust and understanding, as most motorists are not intentionally trying to avoid payment or break rules.
While many users have since reimbursed the advance payments after being notified, Pay and Go noted that some have yet to do so, and urged the public to help ensure the sustainability of the system by settling outstanding balances.
The company reiterated that its goal is not only to provide a payment service, but also to build a more human-centred and trust-based parking ecosystem. It also apologised for isolated issues and pledged continued improvements to its services.
