Complaints are mounting over the implementation of the SMC Cares smart parking system in Sibu, with users reporting difficulties using the application, slow payment processing and receiving parking fines while still attempting to complete their payments.
Pelawan assemblyman Datuk Michael Tiang said he has received numerous complaints from residents and has raised the issues with the Sibu Municipal Council (SMC) for immediate attention.
According to Tiang, many users have highlighted problems such as a complicated registration process, especially for senior citizens, an unfriendly user interface, frequent system slowdowns, automatic logouts and disruptions during payment transactions. The complaints have fuelled calls for improvements to ensure the digital parking system is more reliable and accessible to all users.
“Some motorists were issued parking compounds while they were still in the process of making payment. If the delay is caused by the system itself, the public should not be penalised,” he said in a statement posted on his official Facebook page.
Tiang, who is also Sarawak’s Deputy Minister for Public Health, Housing and Local Government, said he has urged SMC and the relevant parties to introduce a reasonable grace period, allowing motorists sufficient time to complete their parking payments after parking their vehicles.
He also called on the system provider to improve the application’s stability by addressing issues such as slow performance, unexpected logouts and payment delays.
In addition, Tiang said enforcement officers should not only focus on issuing compounds but also assist motorists, particularly senior citizens and first-time users, in understanding how to use the application.
He suggested that assistance available at public libraries, SMC service counters, helplines and the N.54 Pelawan Service Centre be expanded to help users register accounts, download the application, top up their e-wallets and learn the payment process.
Tiang also proposed producing easy-to-follow instructional videos and improving signage distinguishing Central Business District (CBD) and non-CBD parking zones to prevent motorists from selecting the wrong parking area.
Regarding compounds that have already been issued, he urged SMC to review cases where motorists may have been affected by system failures.
“If it is confirmed that the issue was caused by the system, I propose that SMC reassess those compounds and grant appropriate exemptions,” he said.
He further recommended adopting an “Education First” approach during the early stages of the system’s implementation by prioritising public education, reminders and guidance before strict enforcement.
“If the system is still not user-friendly, we must continue improving it until it genuinely benefits the public instead of becoming an added burden,” he added.
