Pay and Go Sdn. Bhd. has denied allegations that it arbitrarily deducts parking charges from users, insisting that every transaction is verified through a structured process designed to ensure fairness and accuracy.
Responding to recent public complaints over the digital parking system serving Kuching South City Council (MBKS) and Kuching North City Hall (DBKU), the company said it welcomed constructive feedback and remained committed to improving its services. The statement comes amid growing concerns from motorists over payment notifications, parking compounds and system transparency.
The company stressed that parking fees are never deducted without verification. It said each transaction is generated only after checks involving vehicle registration details, parking duration, patrol records and backend validation, with every payment remaining fully traceable and auditable.
Pay and Go also defended its enforcement approach, saying education has been prioritised over penalties since the system was officially introduced in January 2026.
Rather than immediately issuing a RM5 parking compound to motorists who forget to pay, the company said app users are generally issued an Over Parking Notice (OPN), allowing them to settle the outstanding parking fee first as part of its customer-first approach to help users transition from paper coupons to digital parking.
Addressing concerns over its Elderly Easy Payment (EEP) feature, Pay and Go explained that the initiative was introduced solely to assist elderly motorists who may not know how to top up their e-wallets or have limited access to smartphones.
The company said the temporary negative wallet balance allowed under the feature is meant to prevent inconvenience and should not be viewed as a penalty.
Pay and Go also clarified why parking notifications are not always delivered immediately, explaining that on-street council parking differs significantly from shopping mall parking systems.
According to the company, patrol wardens and e-bikes collect vehicle information from thousands of parking bays before each case undergoes backend verification, including a second manual review to minimise billing errors. While this means notifications cannot always be sent in real time, the process is intended to improve accuracy and fairness.
Motorists who believe they have been wrongly charged are encouraged to review their parking history through the Pay and Go app and submit disputes via the in-app Message Centre, where customer service officers will investigate each case.
The company added that photographic evidence is available upon request for users seeking verification. It said photos are not automatically attached to notifications to reduce mobile data usage and conserve system resources, although it remains open to introducing the feature if there is sufficient public demand.
Pay and Go further emphasised that there is no time limit for genuine billing error claims. It pledged that any incorrect parking charges confirmed during investigations would be fully refunded.
Reaffirming its commitment to transparency, fairness and customer service, the company said it will continue working closely with MBKS, DBKU and the public to enhance the digital parking experience while urging that public discussions be based on verified facts and objective evidence.
