Man Who Yelled At Staff In Viral Video Did Not Wait For 4 Hours, Says APAD

The APAD Kelana Jaya office has been receiving a dramatic increase in customers since the closure of several UTCs.

Cover image via Facebook/Shamsubahrin Malaysia (Edited by SAYS)

The Land Public Transport Agency (APAD) released a statement earlier today, 28 February, to shed more light on the viral video of a man yelling at counter staff

In the statement posted to its Facebook page, APAD said an investigation was immediately launched to identify the cause of the incident.

The incident took place at the APAD Kelana Jaya office on Tuesday, 26 February at around 2.30pm.

Transport Minister Anthony Loke (far right, face turned away) visited the Kelana Jaya APAD office on 25 January.

Image via Agensi Pengangkutan Awam Darat : APAD/Facebook

"The investigations found that the operator was present [...] to submit application documents but was not able to carry out the matter, as the counter for the queue number had closed at 2pm when it had reached the daily queue number limit," the APAD statement read.

The operator was asked to come again at an earlier time, which resulted in the outburst.

Additionally, APAD said the operator had not been waiting there for four hours as previously claimed in various viral posts with the video

A screenshot from the video.

Image via Facebook

"Further investigations found that the operator did not wait as long as it was alleged in the related video," the statement revealed.

APAD added that its Kelana Jaya branch has recently been receiving a "dramatic increase" in customers, along with a shortage of staff and counters for operations, due to the closure of multiple Urban Transformation Centres (UTC).

At the end of the statement, APAD advised the general public to arrive early to ensure a smoother process

"APAD views this matter seriously and we always prioritise the welfare of customers and hope that such a matter will not happen again in the future," it said.

"We will always improve the quality of services to ensure smooth dealings for each customer and all inconveniences is regretted."

Read the full statement here:

Kenyataan Media - Maklumbalas mengenai video tular seorang pengendali memarahi pegawai kaunter di pejabat wilayah APAD di Kelana Jaya.

Posted by Agensi Pengangkutan Awam Darat : APAD on Wednesday, 27 February 2019

The viral incident has prompted many netizens to also share their unhappy experiences of dealing with civil servants:

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