About PAKEJ

 

About PAKEJ

Malaysia is committed to enhancing the postal and courier sector, prioritising first-rate quality of service by attaining four key objectives known as 4R, namely, Reliability, Reachability, Relevance, and Resiliency. The development of the ‘Pelan Accelerator Kurier Negara’ (PAKEJ) blueprint by the Malaysian Communications and Multimedia Commission (MCMC), driven by the 4R principles, seeks to contribute to the advancement of the national courier industry by:

i) Ensuring a first-class quality of service for users;

ii) Enhancing the integration of last-mile delivery; and

iii) Facilitating a seamless customer experience, delivery integration, and coverage through ‘contactless’ methods in line with the new normal, thereby supporting the national economic agenda.

To achieve these objectives, the ‘Rangkaian PAKEJ’ is identified as a strategic approach under the PAKEJ blueprint, aligning with the ‘Achieving Industry Sustainability’ pillar. This strategic initiative aims to boost e-Commerce industry growth from 14 parcels* per capita to 30 parcels per capita by 2025, as outlined in the PAKEJ plan.

National Digital Aspirations

The development of PAKEJ plays a pivotal role in advancing the National Digital Aspirations outlined in the Malaysia Digital Economy Blueprint (MyDIGITAL), specifically under Thrust 2 – Boost Economic Competitiveness Through Digitalisation. This initiative aligns with government efforts to drive digitalization across various sectors.

In a parallel effort, PAKEJ contributes to the realisation of National Economic Strategic Roadmap 2.0, which targets the integration of 875,000 micro, small, and medium enterprises (MSMEs) into e-Commerce within the business sector. PAKEJ’s presence ensures the seamless operation of delivery services, ultimately aiding the government’s objective of achieving a 30% increase in economic sector productivity by 2030.

To reduce carbon emissions, Malaysia has set an ambitious commitment to decrease the intensity of its carbon emissions by 45% by 2030, compared to the 31% recorded in 2020. PAKEJ’s role in optimizing delivery operations aligns with these environmental goals, contributing to the broader national agenda of fostering a sustainable and digitally empowered economy.

Frequently Asked Questions PAKEJ

 

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What is National Postal and Courier Industry Lab (NPCIL)?

The National Postal and Courier Industry Lab (NPCIL) is an eight-week lab that aims to strengthen the postal and courier industry to ensure its long-term viability and provide first-class quality services to the Malaysian public through an action plan that is formulated jointly with industry players and stakeholders with a focus on improving industry governance, regulatory approach, operational efficiency, service cooperation and the overall customer experience.

How did the idea of NPCIL come about?
The growth of the postal and courier industry has long been stifled by evolving market demands, new and highly competitive players as well as the declining service quality.

The COVID-19 pandemic that started in early 2020 has heightened the need to reassess the industry performance as a whole in embracing digital transformation and being better equipped to thrive alongside the e-commerce boom while sustaining industry growth in the Digital Economy.

As the Communications and Multimedia regulator, MCMC has taken a leading role in establishing the NPCIL that ran from 12 October to 4 December 2020, involving 108 lab members including 35 ministries, government agencies and key industry players from the postal and courier sector.

How were these interventions developed? Which of these interventions came from National Postal and Courier Industry Lab (NPCIL) involving the industry?
All interventions are strategically drafted to include input and multiple engagements with all stakeholders, not only licensees but also ministries, government agencies, industry and consumer forums.

The NPCIL was conducted during the two-year moratorium on the issuance of courier service licences. The aim is to strengthen the postal and courier industry by providing wider coverage access and greater flexibility to users.

The eight-week lab was conducted to ensure the industry’s long-term viability to provide first-class quality services to the Malaysian public through an action plan – formulated jointly with industry players and stakeholders – focusing on improving industry governance, regulatory approach, operational efficiency, service cooperation, and the overall customer experience.

The NPCIL outcomes assisted MCMC to craft the Pelan Accelerator Kurier Negara (PAKEJ) which entail a 5-year strategic roadmap to strengthen the postal and courier industry to ensure its long-term. It aims to provide wider coverage, access and greater flexibility to users, enhance the Quality of Service (QoS) to provide a seamless customer experience and support industry growth.

What is Pelan Accelerator Kurier Negara or PAKEJ?
Pelan Accelerator Kurier Negara or PAKEJ is the action plan resulted from NPCIL aims to provide wider services coverage, access and greater flexibility to users; enhance the Quality of Service (QoS) to provide seamless customer experience; and support the sustainability of postal and courier sector as well as the projected e-Commerce industry growth.
What are the main approaches for PAKEJ?
PAKEJ aims to provide Malaysia with first class courier services through the 4Rs approach:

i. Reliability – Quality of Service
ii. Reach – Seamless Coverage
iii. Relevance – Through Industry Growth
iv. Resilience – Sustainability

What are the initiatives under PAKEJ?
PAKEJ aims to deliver Quality of Service to all Malaysians seamlessly to support the projected e-commerce industry growth from 14 parcels per capita to 30 parcels per capita by 2025.

Pillar 1 – focuses on achieving industry sustainability with the following initiatives:

i. Rangkaian PAKEJ
ii. Asset Sharing and Collaboration with Posmen Komuniti
iii. Postal Commercial Vehicle Enhancement Proposal
iv. Incentives to support industry sustainability

Pillar 2 – focuses on providing First-Class Quality of Service (QoS) and Coverage-backed Growth with the following initiatives:

i. QoS Standards Disclosure and Insurance Policy
ii. Courier Infrastructure Network Map
iii. Licensing Framework review
iv. National Address System

How will these interventions enable the industry to achieve the national aspirations i.e. to deliver quality of service (QoS) and seamless coverage to support the e-commerce industry’s growth to double the parcels per capita to 30 by 2025?
PAKEJ is to drive stakeholders’ collaboration to achieve its True North ‘Delivering Quality of Service and Seamless Coverage to all Malaysians sustainably to support the projected e-commerce Industry growth from 14 parcels per capita to 30 parcels per capita by 2025’.

In 2024, Malaysia’s parcel per capita reached 37, an increase from 31 parcels per capita recorded in 2023. This figure has surpassed the objectives of the Pelan Accelerator Kurier Negara (PAKEJ) to support the projected e-Commerce industry growth.

The parcel volume and number of jobs in the postal and courier sector have grown exponentially in the last five years, driven mainly by e-Commerce despite the challenging global economic development – Malaysia has recorded a parcel per capita of 37 at the end of 2024.

Hence, through PAKEJ, MCMC will further enhance its growth sustainably by implementing comprehensive regulatory and development initiatives to further rejuvenate the sector with balanced development in urban and rural areas.

How long will it take to implement PAKEJ?
PAKEJ, spanning a five-year period from 2021 to 2025, operates on two primary pillars:

• Achieving industry sustainability

• Achieving first-class quality of service and coverage-backed growth.

How will PAKEJ accelerate Malaysia’s Digital Economy development?
As nations around the world continue to combat the effects of the COVID-19 pandemic, one thing remains certain – the acceleration of digital adoption as a future fixture. In Malaysia, the Digital Economy is expected to grow threefold, generating a total gross merchandise value (GMV) of RM125 billion by 2025.

There is a huge increase in the number of Malaysian consumers turning to digital services, with more than one in three Malaysians using digital services for the first time ever in 2020, according to the e-Conomy SEA 2020 Report published by Google, Temasek, and Bain & Company. It is evident that digital adoption will continue to be fast-tracked in the near future and translated into a tremendous growth potential for the e-Commerce sector, including the supply and demand chain.

PAKEJ strives to provide a first-class service to Malaysians with an improved service quality and integration of last mile delivery, coupled with flawless customer experiences. As a trickle-down effect, PAKEJ aims to drive other traditional industries in adopting technology and improving the overall operational efficiency as the nation progresses under the MyDigital Economic Blueprint.

Businesses can reach out to more consumers in areas that are remote or inaccessible when PAKEJ is implemented. Small and medium-sized entrepreneurs will have equal opportunities to expand their businesses with a wider and comprehensive postal infrastructure network.

How does the PAKEJ initiatives benefit the SMEs in the rural area?
PAKEJ initiatives are targeted to enhance access to courier services, as well as overall coverage, by optimising available assets and infrastructure. SMEs can extend their customer outreach by participating in the asset-sharing and collaboration program with Posmen Komuniti, which specifically targets a diverse range of rural areas, especially in East Malaysia. For example, SMEs in rural areas can opt for their parcels to be collected and delivered by members of the Posmen Komuniti.

National Dissemination Information Centre (NADI) will also function as a Rangkaian PAKEJ point for respective local communities. It enables SMEs to utilise their local NADIs as a collection point for their products.

How does PAKEJ ensure customer protection?
In addition to fostering industry growth and sustainability, MCMC places a significant emphasis in safeguarding consumers’ interests. MCMC has augmented consumer protection measures by advocating transparency through service performance disclosures, enforcing quality of service terms & conditions, providing compensation/refunds to consumers, and implementing price declarations, all aimed at ensuring the comprehensive protection of consumers’ interests.
About Moratorium

The moratorium was imposed to provide an opportunity for the postal and courier industry players as well as the regulators to formulate new, actionable plans for the sector, which is facing tremendous challenges from evolving technological and market trends. The COVID-19 pandemic has intensified the need for a reform of the sector whereby the players continue juggling increased parcel volume and lower margins. The moratorium provided an opportunity for regulators and the industry to restrategise.

As a result, the NPCIL was held and the findings have been crucial in the development core of e-Commerce activities and digital economic progress while dealing with challenges triggered by the technological boom resulting in the merging of the logistics sector, e-Commerce platforms, e-Hailing and financial transaction systems.

Additional information about courier service licenses can be found here:  https://www.mcmc.gov.my/en/sectors/postal-courier/licensing

MCMC will prioritise eco-friendly technologies, including the utilisation of electric vehicles, enhanced last-mile delivery methods, and e-consignment, for new applicants. The need to provide environmentally friendly courier services will also be implemented to the existing courier players. The implementation will occur gradually, ensuring that the courier sector in Malaysia aligns with the green agenda and the government’s commitment to the environment.

Successful applicants will be issued a courier services licence (A/B/C category) of the existing licensing framework, details as per below:

Category Detail
A International Inbound and Outbound & Domestic Courier Services
B International Inbound & Domestic Courier Services
C Intra-state Domestic Courier Services (limited to one state)

Following the removal of the licensing freeze for new courier licenses, a revised licensing framework is essential to address the evolving landscape. The urgency stems from the need for Malaysia to adapt to the ‘new norm’ and prepare for future demands influenced by industry changes, regional and global developments, and situational shifts. The adjustment in the licensing approach requires a shift in mindset, recognising courier services as crucial for both social and economic development.

The emergence of last-mile delivery services, including innovations like parcel lockers and pick-up and drop-off points within the Rangkaian PAKEJ, has introduced new players to the industry. To ensure these new entrants meet the industry’s quality of service and coverage expectations, MCMC must reassess the existing licensing framework.

The proposed courier licensing framework is centered on achieving world-class service guided by the 4R Strategy: Reachability (seamless coverage), Reliability (maintaining delivery times and customer service standards), Resiliency (sustainability), and Relevancy (promoting growth in the digital economy).

What measures is the government implementing to tackle concerns regarding the base rate for parcel delivery and the issue of price dumping?
The main purpose of introducing a reference price within courier delivery services is to monitor any anti-competitive practices in protecting courier companies, especially local players from predatory pricing/price dumping activities. This is in the long run to ensure continued protection to consumers and ensure business sustainability.

In April 2022, a new Courier Service Price Guideline came into effect. To inculcate a self-regulating industry, licensees are required to periodically declare their prices to the MCMC to ensure predatory activities are curbed. Based on these data and analysis, it will help the MCMC to determine the appropriate policies with regard to pricing in the future.

Glossary

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Parcel Per Capita
The average number of parcels received per person.
Three-Wheelers (3W)
A three-wheeler is a vehicle with three wheels. Some are electrical tricycles, which may be legally classed as motorcycles.
Quality of Service (QoS)
Assessing user satisfaction to gauge how effectively the service meets consumer needs.
National Postal and Courier Industry Lab (NPCIL)
An 8-week lab that involves stakeholders from government and key industry players to sit in and gain preliminary insights into key points and possible solutions to develop growth and sustainability of the postal and courier industry.
Universal Service Obligation (USO)
The Universal Service Obligation (USO) mandates postal licensees in Malaysia to fulfill obligations by providing basic, accessible, and affordable postal services to all residents, irrespective of their location.
Courier Infrastructure Network Map
A holistic digital infrastructure of courier coverage areas for future planning, including a National Address System for granular visibility.
Incidental Courier Service Provider

Licensed courier service operator which involve receiving, collecting, sorting, sending and delivery of postal articles within a licensee postal network and or online platform such as intermediary service via online service booking platform. E.g: Shopee Express

Last Mile Delivery
Last mile delivery is defined as the movement of goods from a transportation hub to the final delivery destination. The final delivery destination is typically a personal residence or a Rangkaian PAKEJ point.
On Demand Delivery
On-demand delivery encompasses a range of sales and logistical procedures that enable retailers, manufacturers, e-Commerce platforms, restaurants, grocery chains, and others to meet customers’ requirements by swiftly delivering the desired items to their doorstep or a location of their choice in the most efficient way possible.
National Courier Service Provider
Refers to a licensed operator in the courier service sector mandated to establish distribution or delivery branches in each district throughout Malaysia. The requirement includes maintaining a minimum of 95% service network coverage across all districts nationwide, facilitating unrestricted and continuous delivery services accessible to individuals across the country, irrespective of their location. An example of such a provider is Pos Malaysia.
Parcel Lockers
A parcel locker is a secure container that enables recipients to receive and collect packages/parcels according to the flexibility of prefered time and location.
Pelan Accelerator Kurier Negara (PAKEJ)
Pelan Accelerator Kurier Negara or PAKEJ is an action plan resulting from NPCIL.
Service Level Agreement (SLA)
A commitment contract between a service provider and a client with regards to a particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
Courier Service Provider
Licensed courier service operator with the obligation to establish distribution/delivery branches limited to 50% of service network coverage across districts in Malaysia which allows people to send a parcel or consignment within inter/intra-city.
E.g: GDEX, J&T Express, Ninja Van, DHL, Skynet and others
Posmen Komuniti
A locally appointed postman from a community that aims to expand door-to-door mail delivery services especially in rural areas.
Program Perantis Posmen Komuniti (P3K)
The Posmen Komuniti programme is a component under the Postal Transformation Plan for Sabah and Sarawak (PTPSS). Its main objective is to expand the door-to-door mail delivery service to rural areas in Sabah and Sarawak.
Pusat Ekonomi Digital (PEDi)
The Pusat Ekonomi Digital (PEDi) is a recent initiative from the Malaysian Communications and Multimedia Commission (MCMC) and Celcom Berhad in collaboration with NuSuara Technology Sdn Bhd. This project is implemented under the Universal Giving Program (PPS) with the aim of bridging the digital divide between rural and urban communities.

The goal of establishing PEDi is to offer ICT-related services, particularly internet services, in rural areas with limited internet access. Furthermore, the internet center serves as a Community Knowledge Center, offering ICT classes and training to the local community.

P-Hailling
P-hailing refers to the intermediary provision of services that involves the delivery of food, drinks, and parcels utilising motorcycles, facilitated through an online service booking platform.
Rangkaian PAKEJ
Rangkaian PAKEJ point is a location, often a local shop or retail outlet, that offers a parcel pick-up and drop-off service as part of a wider network. It allows parcels to be picked up or dropped off at locations where a trusted member of a pick-up and drop-off network receives them. The Rangkaian PAKEJ aims to improve collaboration between pick-up and drop-off services providers, e-marketplaces and courier service providers to improve the Rangkaian PAKEJ network.
National Address System
The National Address System is a framework that provides the name and numbering of streets, numbering of properties such as buildings and parcels of land to facilitate identification and ease of delivery points.
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