The Ministry of Human Resources says that it has carried out an investigation into the issue of J&T Express' workers caught on videos mishandling customers' packages in a hub filled with parcels
The issue was triggered by extra workload due to the sudden increase in packages and dissatisfaction over the changes in the commission payment structure, according to a statement by the ministry.
"The Ministry of Human Resources has conducted investigations on several business premises of the company located in Perak, Melaka, Johor, and Selangor. The results of the investigation found that the incident occurred at the company's business premises located in Perak," the ministry said in the statement.
The investigation found that employees in the delivery department were unsatisfied with the bonus given based on performance and the change in the commission structure, which reduced their income
"The investigation also found that the incident ... was due to extra workload experienced by workers in the warehouse division due to the sudden increase in packages," the ministry said.
"It was also found that some employees, especially in the delivery department (despatch) were dissatisfied with the provision of bonuses based on performance and unilateral changes in the commission payment which would cause the income of employees involved to decrease."
The ministry has urged J&T Express to hold discussions with its workers before making any changes that involve their interests
"Employers are urged to always consult with employees before making any changes that involve their interests. This is to ensure the harmony, as well as the welfare of employees, will continue to be protected," the ministry said while acknowledging that J&T Express had said that the issue has been resolved.
Over the week, the Malaysian Communications and Multimedia Commission stated that it views the incident seriously and has instructed J&T Express to provide an explanation on what happened: