If you've ever shown up at a JPJ office, looked at the clock, and thought "Okay, still plenty of time"… only to be told queue numbers are already finished, you're not alone.
JPJ has now confirmed a change that directly targets that frustration: queue numbers at JPJ counters will be unlimited throughout operating hours, nationwide, starting January 13. The goal is simple: if you arrive while the office is still open, you shouldn't be blocked from getting service just because the day's queue quota has run out.
Why This Change Happened
This decision follows ongoing public complaints about a very specific situation:
• counters still operating
• but queue numbers already "habis" for the day
That gap between "open hours" and "available queue numbers" creates a bad impression, even if staff are still working. JPJ acknowledged that perception matters, especially when people have already taken time off work, travelled, or waited just to be turned away at the first step.
What Was Actually Going On Before
According to JPJ director-general Datuk Aedy Fadly Ramli, the earlier queue limits weren't because counters were closing early. They were set based on what the office could realistically handle in a day.
Those limits were influenced by:
• how long each transaction typically takes
• the fact that some transactions need physical checks and verification
The intent was to make sure everyone who received a number could still be served within the day's operating hours, without service quality dropping or customers being left stuck at closing time.
In other words, the limit was a capacity management decision. But from the public's side, it often looked like "JPJ isn't serving people even though they're open."
The Reality: Counter Demand Is Still Very High
JPJ also pointed out how heavy counter demand remains. The JPJeQ system reportedly issued 9.3 million queue numbers in 2025, averaging about 39,000 per day nationwide.
That number matters because it explains why the pressure is so constant. Even with digital options available, a large portion of people still rely on physical counters, especially for transactions that require checks, verification, or supporting documents.
What Changes Starting January 13
From January 13 onward:
• anyone who arrives during operating hours is entitled to a number and service
• JPJeQ will still be used to manage flow, but not as a daily "limit" gate
JPJ also restated operating hours for clarity:
• Tuesday to Thursday: 8.00am to 4.30pm
The key takeaway is the principle: if you arrive within operating hours, you should still be able to enter the system and be served.
How JPJ Plans To Prevent Chaos With Unlimited Numbers
Unlimited numbers sounds great for fairness, but it also raises an obvious concern: what about workload spikes and extremely long waits?
JPJ says it's strengthening internal management so this doesn't turn into a daily pressure cooker. That includes:
• improving counter workflows to process cases faster
• continuous monitoring by state and branch management
• better coordination between departments to reduce bottlenecks
So the policy change isn't just "remove the cap and hope for the best." It's meant to come with operational adjustments to keep service moving.
JPJ's Firm Reminder: Counters Must Stay Open For Full Hours
JPJ also made its stance very direct: counters are expected to operate fully according to the official hours, except for unavoidable technical or safety issues.
They also warned that:
• negligence or non-compliance that affects customers won't be tolerated
• administrative or disciplinary action can be taken if investigations find weaknesses
This part matters because public frustration often isn't only about the queue number. It's about the feeling that the system is inconsistent, and that customers lose time while the system loses accountability. JPJ appears to be addressing both sides: access and enforcement.
Digital Options Still Matter
Even with unlimited queue numbers, JPJ is still encouraging people to use online platforms when possible, including:
• MyJPJ
• MySIKAP portal
This makes sense because counter capacity will always be limited by time and staffing. The more simple transactions move online, the more counter time is available for cases that genuinely require physical handling.
Final Thoughts
This change is a straightforward win for public confidence. When offices are open, services should feel open too, not locked behind a quota that ends early.
At the same time, unlimited queue numbers only works if the on-ground execution matches the announcement. Staffing, workflow efficiency, and consistent counter operation will decide whether this becomes a genuine improvement or simply shifts the frustration from "no numbers left" to "wait times are out of control."
Still, the intention is clear: JPJ wants nobody to feel turned away during operating hours. For anyone who has dealt with the "queue finished" experience, that alone is a meaningful step forward.
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