After Mandarin option surfaces, APAD warns e-hailing firms against language-based bookings
Tourists look on during the Changing of the Guard ceremony at Istana Negara in Kuala Lumpur on May 10, 2025. — Bernama pic
Thursday, 07 Aug 2025 4:37 PM MYT
KUALA LUMPUR, Aug 7 — The Land Public Transport Agency (APAD) has warned that it will not tolerate any language-based discrimination in the ride-hailing booking allocation systems used by e-hailing operators.
In a statement issued today, APAD said it took a grave view of claims online involving language-based discrimination in the booking system of a ride-hailing app.
While the agency did not specify this, there were discussions online about a major e-hailing operator that introduced a feature allowing customers to specifically book Mandarin-fluent drivers.
APAD reminded all e-hailing services that they are legally required to comply with licensing conditions under the Special Conditions of Business Mediation Licence (LPP), specifically Paragraph 9 concerning Service Level Requirements.
The regulation clearly states that booking allocation systems must be fair and equitable to all drivers.
“Any violation of these conditions constitutes a single offence punishable under Section 12A(9) of the Land Public Transport Act 2010.
“If convicted, the party involved can be fined not less than RM1,000 but not more than RM200,000 or be imprisoned for a term not exceeding two years, or both,” it warned.
APAD reaffirmed its commitment to upholding an e-hailing industry that is fair, transparent, inclusive, and free from any form of discrimination.
In posts online, users shared screenshots of an e-hailing app that provided an option to book Mandarin-speaking drivers, albeit at a premium.
It also provides options for Malay and Tamil languages.
The operator rolled back the option soon after, however, following public backlash.
What is so discriminating in offering language option when choosing a service?
ReplyDeleteThe choice is up to the user. He/She pays for what is needed to satisfy the pending circumstances. That's SLA in the true sense!
What is the point of having a duck guiding a chook?
THEORETICALLY it is a user choice.
ReplyDeleteHowever , in a multi-ethnic society like Malaysia, user choices or business choices that discriminate on the basis of identity are toxic and cannot be openly condoned.
Identity Discrimination may happen covertly anyway, but that's different from public institutionalisation and acceptance.
On the flip side
How do you like Muslim drivers only option ?
Or Muslim clothes only Laundromat - and it's the only Laundromat within walking distance ?
Or Muslim only job opening -job that has nothing related to Islamic religion ?
Identity Discrimination？
DeleteMfer, there r other linguistic choices to be selected. So what discrimination r u farting?
Yr mfering & selective examples r discriminatory bcoz they offer NO other alternatives!
Being able to choose a Chinese-speaking driver (excluding a driver who cannot speak Chinese) is Identity-based Discrimination !
DeleteIt is well known that Ride e-Hailing can be done almost completely through the App, and Grab actually allows , with Government approval, mute (not deaf) drivers. They are not deaf so no traffic safety issue.
Ain't that the buyer's choice of preference to select what he/she is paying for?
DeleteWhat happened to freedom of choice? Where is the Identity-based Discrimination?
Mfer, there r choices offered, not that just a forced single option!