Despatch Services Policy - TAiconnect.ta.com.my/ta/pdf/Despatch-Services-Policy.pdf16.2 Capturing of Reasons for Last Minute Request for the Purpose of Process Improvements ... Sosco,

TA GROUP: General Administration Management Department Despatch Services

December 2013 Page 1 of 18

Policy and Procedures on Despatch Services

Contents

1 Background ...................................................................................................................................... 3

2 Objectives ........................................................................................................................................ 3

3 Eligibility .......................................................................................................................................... 3

4 Despatch Service .............................................................................................................................. 3

4.1 Documents ............................................................................................................................. 3

4.2 Parcels ................................................................................................................................... 4

4.3 Runner Service ....................................................................................................................... 4

5 Non-Despatch Service ...................................................................................................................... 4

The following are some examples of non-despatch services: Driver Service ............................ 4

Large Item Delivery Service .................................................................................................... 4

6 Criteria for Request of Despatch Service .......................................................................................... 5

7 Request That Does Not Meet the Criteria ......................................................................................... 5

General Mail: ......................................................................................................................... 5

Registered Mail: ..................................................................................................................... 5

8 Service Area ..................................................................................................................................... 6

8.1 Current Coverage Area (2013) ................................................................................................ 6

8.2 Opening of New Service Area ................................................................................................. 6

8.3 Out-of-Area Delivery .............................................................................................................. 6

9 Despatch and Compliance Risk ......................................................................................................... 6

9.1 Government Bodies/Organisations ......................................................................................... 6

9.2 Regulatory Deadline ............................................................................................................... 7

10 Out-of-Order Delivery ...................................................................................................................... 7

11 Authorized Nominees for Collection ................................................................................................. 8

12 Peak Periods .................................................................................................................................... 8

12.1 Ramadan ................................................................................................................................ 8

12.2 Festive Season and End of Year Celebration ........................................................................... 8



13 High Availability Despatch Service .................................................................................................... 9

13.1 Banking .................................................................................................................................. 9

13.2 Submission of Documents to Government Bodies/Organisations ........................................... 9

14 Priority for Despatch ........................................................................................................................ 9

14.1 Before Delivery ...................................................................................................................... 9

14.2 On Delivery .......................................................................................................................... 10

15 Target KPI ...................................................................................................................................... 10

15.1 Cut-Off Time ........................................................................................................................ 10

15.2 Booking ................................................................................................................................ 10

15.3 Eligibility for Same Day Delivery ........................................................................................... 11

16 Last Minute Request ...................................................................................................................... 11

16.1 Consequences of Last Minute Request ................................................................................. 11

16.2 Capturing of Reasons for Last Minute Request for the Purpose of Process Improvements .... 11

17 Duty of Despatch Administrator ..................................................................................................... 12

17.1 Example Estimation of a Despatch Employee Workload ....................................................... 13

17.2 Alternative Date for Delivery/Collection ............................................................................... 13

17.3 Notification of Non-Delivered Items ..................................................................................... 13

18 General Duty of Requesters ........................................................................................................... 13

18.1 Variance of the Request for Despatch .................................................................................. 14

19 Safety of and Communication with the Despatch Employees ......................................................... 14

20 Dangerous Situation Leading to Variance in Despatch Service ........................................................ 14

20.1 Raining Season / Flash Flood ................................................................................................ 14

20.2 Haze ..................................................................................................................................... 14

21 Specific Service Schedule ............................................................................................................... 15

22 Procedures for Request of Despatch Service .................................................................................. 16

23 Forms for Despatch Service ............................................................................................................ 17

Appendix 1: Request for Despatch Form ........................................................................................ 17

Appendix 2: Last Minute Request for Despatch Form ..................................................................... 18



1 Background Despatch service is one of the management services provided by the General Administration

Management Department (“GAM”). As a shared service, it is a service extended to all departments

and companies of TA Group. Hence, a proper and clear working policy and procedures shall be

essential to ensure that each department and company are able to access the despatch service in

an equitable manner.

The policy and procedures set out below will therefore clarify the requirements, roles and functions

of the despatch service.

2 Objectives The objectives of the despatch service provided by GAM are as follows:

To provide a clear workflow to all departments and companies of TA Group to ensure that the

despatch service are carried out in an orderly and consistent manner;

To prevent and minimise interruption to despatch service; and

To provide an equitable despatch service for all departments and companies of TA Group.

3 Eligibility The despatch service is limited to TA employees only and is NOT extended to third parties; i.e.

remisier or contractor.

The despatch service is only for official correspondences. TA employee is not allowed to request the

despatch service to run their personal errands, such as paying employee's personal utility bills.

This policy is limited to the corporate office of Menara TA One only. It does not apply to any of the

branches, sales office or site offices.

This policy applies to the despatch employees working under GAM only. This policy is not applicable

to the workflow of dedicated despatch employees of another department in Menara TA One, such

as Margin and Settlement Department, Credit Control Department and so on.

4 Despatch Service The following despatch services are available:

Documents delivery;

Parcels delivery; and

Runner service.

4.1 Documents Delivery of documents is the core of GAM’s despatch service. It could further be divided into

these transactions:

Bank-in (scanner type cheque deposit machine);

Bank-in (collection box type cheque deposit machine);

By Hand Document Delivery/Collection;



Payment (Over the Counter);

Dealing with Government Authority; and

Out-of-Order Delivery.

4.2 Parcels The despatch motorcycles are not fitted with any form of carriage to carry parcel. Therefore, the

size of the parcel must not exceed 32x22x24 cm (A4 box). There is no same-day delivery for parcels.

Hence, all requests for parcel delivery will require a separate arrangement with at least 3 days’

notice period in advance to be given to GAM.

This also applies to reverse pick-up. The requesters are required to get the size of the item to be

collected from the external party and inform GAM accordingly (i.e. picking up 2 items of A4 box size

will require separate arrangement).

4.3 Runner Service Runner service is a service that involves more than one (1) processing levels in a single trip on the

same day (i.e. go to place A to do X1, and then go to place B with X1 to do X2, and then come back

to Menara TA One with X2).

Depending on the distance between locations and deadline, this type of service may require half a

day or full day to complete the task. Similar to parcels delivery, runner service is not available for

same day delivery and is subject to availability of despatch employees. This will require a separate

arrangement with at least 3 days’ notice period in advance to be given to GAM.

5 Non-Despatch Service In view of limited manpower in GAM, any non-despatch services which are not outlined in above

section 4 will require prior approval from the management, with consultation with the Head of GAM.

The following are some examples of non-despatch services: Driver

Service Driver tasks such as deliver car, buy food, fetch speaker, etc. are NOT a part of despatch service.

The requester is advised to seek the person in-charge of the drivers in TA for such services

instead.

Large Item Delivery Service Deliveries of large items like flowers, fruits, hampers, tables, and etc. are NOT a part of despatch

service. Exception will only be given to delivery that is consistent in volume and workflow. Such

exception will be included in the Specific Service Schedule below.

Approved non-despatch service shall NOT take precedence over GAM’s core despatch tasks.



6 Criteria for Request of Despatch Service In order to ensure that the despatch service was being used for maximal efficiency, the requesters

are required to adhere to the following criteria to determine if despatch service is required:

i. Requires acknowledgement:

o Any request that require acknowledgement (proof of delivery/receipt);

ii. Requires fast / immediate feedback:

o Certain requests require fast or immediate feedback. General mail is to be used if request

require optional feedback or no feedback is required;

iii. Requires self-collection:

o Not all requests require self-collection. Sometimes, it is the more appropriate for the third

party to deliver the item rather than for TA to self-collect. The requester shall seek to

arrange with the third party to deliver before requesting GAM for despatch service;

iv. Requires over-the-counter transaction:

o Any request that requires OTC transactions (i.e. payment);

v. Involves compliance risk:

o Any request that requires compliance with regulation and any non-compliance will result

in penalty imposed by the relevant authorities in the event of late submission (i.e. LHDN,

Sosco, etc.). See Chapter “Despatch and Compliance Risk” below;

vi. Authorized employees only:

o Any request that requires pre-authorized employees only (i.e. Collection of Cheque

Books);

vii. Involves confidential materials:

o Any request that is confidential in nature and cannot be handed over to non-TA

employees so as to reduce the possibility of information leak; and

viii. Within the current service area only:

o Refer to section 8 on “Service Area” below for details.

7 Request That Does Not Meet the Criteria Should none of the above criteria is met, the requesters are advised to make use of the following

delivery services:

General Mail:

General mail is a delivery of mails by Pos Malaysia using stamps, franking machine, or pre-

printed imprest account. The minimum cost is RM0.60; or

Registered Mail:

Registered mail (“PosDaftar”) is a premium mails delivery service by Pos Malaysia. It allows the

mails to be tracked individually through Pos Malaysia website. The minimum cost is RM2.20

inclusive of the postage.

For further reference, please refer to GAM’s mailing centre policy.



8 Service Area The service area is limited to selected areas in the Klang Valley; i.e. Kuala Lumpur and Petaling Jaya

only. Other areas will not be serviced by GAM’s despatch and are considered to be an out-of-area

delivery.

8.1 Current Coverage Area (2013) Kuala Lumpur; and

Petaling Jaya.

8.2 Opening of New Service Area The current coverage area shall be reviewed on a continuous basis (i.e. quarterly) in response to

increasing demand. If the volume in a non-covered area (i.e. Shah Alam) increases by a certain

amount over a consistent period (i.e. there is an average of 5 requests per day to various destination

within Shah Alam), then GAM HoD shall propose to the management to open up a new service area

and increase the headcount of the despatch employees to cater for the increased volume in the

new service area.

8.3 Out-of-Area Delivery Out-of-area delivery is an area that does not have enough volume for the management to assign a

dedicated despatch employees to service (i.e. 1 or 2 requests only in a sporadic manner), such as

Putrajaya, Shah Alam, Bangi, Kajang, Klang and so on. All out-of-area requests will incur 1~3 hours

as it is a significant detour for the despatch employees. Hence, it is not eligible for same-day delivery

and will require a separate arrangement in advance.

9 Despatch and Compliance Risk Nearly all transactions with the Government bodies/organisations are subject to regulatory deadline.

It will result in a fine or penalty should there be any delay. Hence, all dealings with the Government

bodies/organisations carry compliance risk.

The fines/penalty ranges from thousands to hundreds of thousands of ringgit, public reprimand for

the company directors for non-compliance, revoking of license, and so on.

9.1 Government Bodies/Organisations The following is a list of all the government bodies/organisations that the GAM is currently dealing

with on behalf of the requesters, which is non-exhaustive:

1. Employees Provident Fund / Kumpulan Wang Simpanan Pekerja (EPF/KWSP);

2. Inland Revenue Board / Lembaga Hasil Dalam Negara (IRD/LHDN);

3. Suruhanjaya Syarikat Malaysia (SSM) / Companies Commission of Malaysia (CCM);

4. Kementerian Perumahan, Putrajaya;

5. Suruhanjaya Sekuriti / Securities Commission (SC);

6. Bursa Malaysia;



7. Local Authority Tax Office (i.e. Kuala Kubu);

8. Malaysian Industrial Development Finance Berhad (MIDF);

9. Jabatan Insolvensi Malaysia;

10. Sosco / Perkeso;

11. Lembaga Tabung Haji;

12. Majlis Agama Islam Wilayah Persekutuan (Zakat);

13. Commissioner for Oaths (Pesuruhjaya Sumpah);

14. Customs Department;

15. Immigration Department;

16. Permodalan Nasional Bhd (PNB); 17. Ministry of International Trade and Industry; and

18. Bank Negara Malaysia.

9.2 Regulatory Deadline

In order to reduce the risk of complying with the regulatory requirements, the deadline of request

for despatch for all dealings with government bodies/organisations will be fixed to D – 3, where “D”

is the regulatory deadline of the content of the request for despatch.

For all dealings with the government bodies/organisations, the requester shall indicate on the

request form. Upon receipt of such a request before D – 3, GAM will complete the request for

despatch within the same day if it is received before 10.00 a.m. Otherwise, GAM will assign the

despatch employees to deliver the request at 9.00 a.m. the next day (D – 2). Should the request is

not carried out by D – 1, GAM will notify the requester accordingly by email.

For any request that is received beyond D – 3, GAM will not take responsibility for any delay in

delivery. It is the responsibility of the requester to ensure that the documents to be delivered are

complete (i.e. compiling the documents, getting the approving authority signature, etc.) before

submitting to GAM for delivery.

10 Out-of-Order Delivery Out-of-order delivery is a request for despatch service that contain specific requirement. For

example, a request could require meeting with specific person (‘primary recipient’) (i.e. must pass

documents to Mr. X at Company Y), or specific time (i.e. must reach between 1.00~3.00 pm). In

order to expedite the request without interruption to the assigned routes of the despatch

employees, please include a second/alternative recipient on the request form in case the primary

recipient is not available.

This type of request may result in an out-of-order delivery as the despatch will need to go for a

detour to comply with the specific requirement. For example, a despatch with assigned route of A-

B-C-D-E-F-G-H may cause the despatch to take a detour using another route of A-B-D-E-C-G-H

instead due to an out-of-order. Hence, extra time is needed for the despatch service depending on

the relative distance and the specification of the request.



11 Authorized Nominees for Collection

As part of a fraud prevention practices, certain companies (mainly banks) will only allow the

collection of items from a pre-authorized personnel from their clients. Hence, it is the responsibility

of respective departments/companies to inform GAM when a new business relationship is setup

with an external company with such a requirement.

Upon which, GAM HoD will provide the departments/companies with the relevant details of

despatch employees to be allocated to the new external company to complete the authorization

process.

Upon the resignation of the allocated despatch employee, GAM shall notify the

departments/companies to remove all the authorization assigned to that resigned despatch

employee immediately.

12 Peak Periods Despatch service is an external bound service. Hence, the capability of the despatch to fulfill the

request is strongly affected by the availability of external parties. During peak period, the availability

of such external parties will be significantly reduced. The requesters are therefore required to plan

ahead during this period to avoid any last minute or late delivery. The following is a list of known

peak period.

12.1 Ramadan The fasting season is the month whereby despatch service is largely affected. Please observe the

following practices/changes:

Most government bodies/organisations and certain companies will close earlier than the normal

business hours, usually by ½ or 1 hour earlier. Hence, the window for despatch delivery/collection

will be reduced accordingly;

The working procedure of certain government bodies/organisations will change to accommodate

the change in working conditions. For example, SSM has opened a bulk submission counter for

customer with more than 5 items. Collection of receipt will then be delayed by 1~2 weeks instead

of immediate issuance as the submission will not be processed over the counter; and

On the day before the 1st day of Hari Raya, certain government bodies/organisations and

companies will only work for the first half of the day on the eve of Raya.

12.2 Festive Season and End of Year Celebration On festive season, it is normal for employees (internal or external) to take leave making it a

week long holiday. Hence, documents could be incomplete or unsigned, and a rush occurred.

Festive season is a gifting season. Thus, the despatch employees could also be required to

handle non-despatch works (i.e. deliver/collect hamper). Hence, the despatch manpower

could be reduced at this period.



On certain celebratory season (i.e. Hari Pahlawan, Hari Merdeka, etc.), certain road will also

be closed for various reasons forcing the despatch to detour.

13 High Availability Despatch Service In addition to dealings with Government bodies/organisations, there are various transactions that

could cause financial damages to the company if the despatch service is not completed on time.

Some of these transactions must be completed on a daily basis. Hence, a high availability despatch

service must be provided. Below are some of the transactions:

13.1 Banking Banking is one of the most important business activities that nearly all companies need to engage

in the modern economy. Various banking transactions include, but are not limited to, repo,

telegraphic transfer, term deposit, and so on. Failure to complete these types of requests are

therefore not acceptable as it could cause a loss of interest income, loss of credit facility, and so on

to the company.

13.2 Submission of Documents to Government Bodies/Organisations Late statutory submissions to the government bodies/organisations will likely result in a fine or

penalty imposed on the company. Fines or penalty ranges from thousands to hundreds of thousands

of ringgit and may even result in public reprimand for the company directors for non-compliance,

revoking of license, and so on.

14 Priority for Despatch As outlined above, it is very clear that there are various types of despatch transactions with different

levels of priority. The priorities are separated into two phases, namely before delivery and on

delivery.

14.1 Before Delivery

Before delivery, all requests for despatch shall be ranked according to this list (this list is to be

reviewed annually):

Highest Priority: Banking and dealing with government bodies/organisations;

Highest Priority: Continuity of services – Water, Electricity, Telecommunication, etc. (Normally,

payment of utility bills OTC is not a high priority request at all. Any utility bill under threat of

supply cut-off will have the highest priority request).

Middle Priority: Business Competitiveness (Certain departments like Corporate Finance

department requires very high despatch service for the purpose of business competitiveness.)

Normal Priority: Mailing (with exception of TAF under specific service schedule), OTC payment

Low Priority: Non-despatch task (this shall not distract the despatch from their core despatch

works at all)



14.2 On Delivery All assigned requests for despatch will have localized priority whereby the priority for despatch will

be contained within the allocated despatch employee only. For example, a despatch employee is

assigned with 9 requests of which a request to LHDN which has the highest priority. However, the

request to LHDN may not be carried out first even if with the highest priority because it may not be

most efficient to do so in view of the location. A localized highest priority simply means that the

task will be done on the same day.

Once a localized priority is confirmed, the assigned despatch employees shall not be interrupted

for other requests. For example, a despatch employee which is assigned with 9 requests and is on

the route for delivery shall not be called back to the office when a new higher priority request is

received by the despatch administrator in Menara TA One (after cut-off time). Thus, for equity,

GAM will NOT recall any of the despatch employees to deliver the late request of

department/company at the expense of the rest of the requesters.

15 Target KPI The target Key Performance Indicator (“KPI”) for the despatch service is delivery/collection within

R+1 for 99% of the request for despatch that is eligible for same day delivery, where R is the day of

receipt, or the next day of the day of receipt if the request is received after 10.00 a.m.

15.1 Cut-Off Time For the purpose of data entry and routes assignment, all requests shall be submitted to GAM before

10.00 a.m. After the data entry and routes assignment, the despatch employees will depart from

Menara TA One at 10.30 a.m.

Request received after 10.00 a.m. will only be delivered the day after so as not to delay the

departure time of the despatch employees and risk messing up the routes assignment.

The cut-off time is defined as the actual receipt of completed request forms and documents to be

delivered. Receiving of request forms without the relevant documents to be delivered or receipts

of deliverables without request forms will be rejected.

15.2 Booking There is no booking of despatch employees allowed (i.e. holding back the despatch beyond cut-off

time, must get employees A to do task B, etc.). It is the discretion of GAM HoD to determine the

assignment of despatch employees in order to achieve maximum use of limited available

manpower.



15.3 Eligibility for Same Day Delivery Not all requests are eligible for same day delivery. It has to fulfill the following criteria to be

eligible for same day delivery:

No. Inclusions Exclusions

1. Within the Current Service Area. Out-of-Area is not eligible.

2. Out-of-Order delivery is eligible if it is within the Current Service Area.

3. Before Cut-Off Time. Request received after cut-off time will be delivered the day after.

4. Does not have Compliance Requirement.

All dealings with Government Bodies/Organisations are not eligible. It has to be submitted by D – 3 instead.

16 Last Minute Request

Certain request for despatch contains built-in deadline (similar to the above regulatory deadline).

Hence, request for despatch that is submitted to GAM on the same day of the deadline is considered

to be a last minute request.

16.1 Consequences of Last Minute Request Due to these built-in deadlines, GAM will have to service the request. Often, these last minute

requests have to be serviced separately from the current service area even if it is received before

cut-off time. Hence, it does not have a high volume (1 or 2 request) and will result in a poor use of

resources.

On average, the list below shows the average number of hours needed to serve a single last minute

request:

1. ~30 minutes back and forth on short distance by motorbike;

2. ~1 hour back and forth on short distance if the employee has to use a car (traffic);

3. 1~2 hour back and forth on long distance by motorbike; and

4. 2~3 hours back and forth on long distance if the employee has to use a car (traffic).

Nearly all last minute request (in particular, after cut-off time request) has to be serviced by an

administrative employee instead of a despatch employee. This will disrupt the workflow of the

administrative employee in carrying out his/her core task and eventually result in an overall

inefficient/unsatisfactory performance of GAM.

16.2 Capturing of Reasons for Last Minute Request for the Purpose of Process

Improvements In order to reduce the incidents and damaging consequences arising from last minute requests, all

last minute requests must be accompanied with a brief written reason on why the request was late



and the consequences if delivery is not carried out the next day (E.g. this is intraday bank deposit.

It was late because the person in-charge at the bank has just returned from half day leave. If we do

not send the documents by today, we will lose ~RM30,000.00 of interest income).

A written reason will assist GAM and the requester to identify the pattern/reason behind the late

request, if any, and adapt the despatch service accordingly to better serve the requesters.

Therefore, the despatch administrator shall keep track of all such late requests either in written

form (i.e. a logbook) or in an easy to read electronic format (i.e. Excel).

All last minute requests that do not have such written reason will be rejected without consideration.

17 Duty of Despatch Administrator It is the duty of the despatch administrator to assign routes for the despatch employees to make

sure that the despatch service is able to meet the target KPI on a consistent basis. Thus, the despatch

administrator has to be aware of the various types of requests and its expected duration, so that

the assigned requests can be completed by a despatch employees within the stipulated duration.

The following is a few types of documents delivery and its stipulated duration:

No. Types Description Stipulated Duration Examples

1. Bank-in (scanner type cheque deposit machine)

Queue, keying-in the account details and scanning per cheque

1~15 min queue per bank + 1 min per cheque

All banks except below

2. Bank-in (collection box type cheque deposit machine)

Drop in of cheque into the collection box with minor queue

1~3 min queue Bank Islam, Maybank

3. By Hand Document Delivery/Collection

Security registration and/or waiting for lifts

5~15 min per building + additional ~5min per floor (~15 min during peak hour/lunch time or lift switching is required)

4. Payment (Over the Counter)

Queue and processing time 15~30 min waiting time + 1~3 min processing time per transaction

BSN, TNB, Telekom, Pos Office

5. Dealing with Government Authority

Queue and processing time 30 min~2 hours waiting time + 3~5 min per transaction

SSM, Immigration, SC, Bursa, etc.

6. Out-of-Order Delivery

Detour Add 30 min~1 hour per out-of-order request if within the service area

7. Out-of-Area Delivery

Detour Add 1~2 hours per out-of-area request



17.1 Example Estimation of a Despatch Employee Workload

Using the above table, the despatch administrator could then estimate the workload of a despatch

employee. The example table below is an estimated workload for a despatch handling KL area on a

normal day:

Type Quantity Stipulated Duration Expected Time Spent

Bank-in (scanner type cheque deposit machine)

13 (Citibank 6, PBB 3, HSBC 1, MBB 1, Arab 1, Astro 1)

Using 5 min for queue + 1 min per cheque

=(6*5) + (12*1) =42 min

Bank-in (collection box type cheque deposit machine)

2 (BI 1, MBB 1) Using 1 min for queue =2*1 =2 min

By Hand Document Delivery/Collection

15 Using 10 min each =15*10 =150 min

Payment (Over the Counter)

1 (Telekom) Using 15 min as waiting time + 2 min processing time per transaction

=(1*15) + (5*2) =25min

Total 31 transactions 219 minutes (3.65 hours)

While a rough estimate of the travelling time from Google Maps shows that it takes about 1 hour

and 12 min to traverse through all the locations. The total time worked by the despatch is therefore

about 4 hours and 51 min. Add in the lunch time of 1 hour, it totaled about 5 hours and 51 min for

the day which is well within the 7 hours of travelling work for a despatch with 1 hour buffer time.

17.2 Alternative Date for Delivery/Collection If any of the last minute requests is not met, the despatch administrator shall contact the requester

and arrange for an alternative delivery/collection method.

17.3 Notification of Non-Delivered Items If any of the requests eligible for same day delivery was not delivered by R+1, the despatch

administrator shall notify the requester of the late status and arrange for an alternative date for the

delivery/collection.

18 General Duty of Requesters It is the duty of the requesters to make sure that all the documents are complete;

It is the duty of the requesters to provide the complete and correct address, and contact details

of the request. GAM HoD reserve the right to reject the request if the request does not have the

required complete details, in particular for out-of-order request, out-of-area request, and runner

service;

It is NOT the responsibility of GAM to collect the approval on behalf of the requester; and

Requesters may from time to time receive a last minute request for despatch service from their

client, vendor, and so on (i.e. want a cheque before 12.00 p.m.), the requester shall then politely



inform the third party that he/she will consult the GAM HoD for despatch availability before

committing to such a request. No requester is allowed to commit to a despatch delivery/collection

before consulting the GAM HoD.

18.1 Variance of the Request for Despatch

2 types:

1. Despatch still in TA:

- Go to GAM and change information on request form in person. HoD must follow up on

approval on the change by next day if not available then; and

2. Despatch left TA:

- Requester must fill up a new request form. GAM will call to inform despatch of the

change, and NOT the requester.

If there is any variance to the request for despatch, the requester shall indicate the instruction

clearly on the request form as well as to prepare the required documents in an organized manner.

For example, if the requester require the recipient to acknowledge on the duplicate copy of the

letter to be delivered, then the requester must prepare a duplicate copy of the letter to be

acknowledged on the envelope.

19 Safety of and Communication with the Despatch Employees Only GAM employees is authorized to contact and give order to the despatch employees when they

are on the road. Employees from other departments MUST NOT call the despatch employees at all

especially when they are on the road. This will subject them to unnecessary pressure (i.e. pressuring

them to return to Menara TA, or to do task A instead of B first) and may cause the despatch

employees to meet with an accident, thus endangering the lives of the despatch employees.

20 Dangerous Situation Leading to Variance in Despatch Service The safety of the despatch employees is of paramount importance. Hence, the despatch will have

to slow down or stop their work if the environment has become too dangerous to work. The

despatch service would be affected during these periods. The following are examples of such

situations:

20.1 Raining Season / Flash Flood During heavy rain, even if a despatch is provided with a raincoat, the despatch employee will have

to stop his/her work due to the freezing temperature. Heavy flooding could also force the despatch

into a detour. The despatch service will therefore be affected.

20.2 Haze Haze is a significant endangerment to the despatch employees’ health. Hence, the delivery volume

will be reduced to limit the time that the despatch employees will be exposed to haze on the road.

Only the high impact requests (i.e. tax penalty, loss of interest income, etc.) will be processed while

the remaining low priority item (i.e. Telekom, TNB, etc) will be deferred for a few days to allow the



haze to recede before full service can be resumed. On hazardous haze level, the despatch service

will be stopped altogether.

21 Specific Service Schedule Certain departments may require despatch service at a specific interval on a consistent basis (i.e.

every Monday). Hence, a specific service schedule can be arranged with such department/company

to reduce the need to request for the despatch service each time. However, the respective

departments must inform GAM immediately should there be any changes or cancellation of such

specific arrangement made earlier.

The advantages of such specific service schedule are:

1. It allows GAM to incorporate these requests into a fixed timeline and improve the despatch

workflow;

2. The despatch service can commence without delay after the initial request;

3. This will reduce paperwork and time tremendously; and

4. Reduce the likelihood of the requester making a late request or overlook to request for the

despatch service.

The requirement to arrange for such specific service schedule is to achieve a certain amount

consistency in the workflow and workload.

Currently, there is a specific service schedule with the following departments/companies:

No. Department Company Description

1. Treasury TAE Daily Banking

2. Information Technology Department 3

TAE Delivery of backup tape to Subang Jaya Branch for the purpose of archiving the company data every Monday

3. TA Capital Sdn. Bhd. TAC Daily collection of Standard Chartered Bank cheques

4. TA Investment Management Berhad

TAIMB Parcel deliveries of TAIMB monthly prospectus and annual prospectus for Klang Valley area

5. TA Futures Sdn. Bhd. TAF Daily mailings of client statements through GPO

6. Dealing Department / Margin and Settlement Department

TASH Daily collection of by hand contract statement from CFM Toppan Forms (M) Sdn Bhd



22 Procedures for Request of Despatch Service Below is a simplified procedure for request of despatch service if there is no variance in the service:

Request

•Requester to complete request for despatch form

Approval

•HoD of Requester to verify and approve the request

GAM

•Despatch Administrator to acknowledge receipt of request for despatch

DataEntry

•Despatch Administrator to key in the details of the request into despatch control list

Routes Assignment

•Despatch Administrator to assign the routes to the despatch

DespatchCollection/

Delivery

•Despatch staff to collect/deliver the request

Acknowledgement / Receipt

•Requester to collect the receiptsor items collected from despatch administrator



23 Forms for Despatch Service

Appendix 1: Request for Despatch Form



Appendix 2: Last Minute Request for Despatch Form