Malaysia can achieve first-class courier services via the 4Rs.

Reliability – Quality of Service

(Delivery times & Customer Service)

Reach – Seamless Coverage

(e-Commerce and Last-Mile)

Relevance through Industry Growth

(in a Digital Economy) with
Resilience (Sustainability)



*: CAGR growth between 2019 – 2025; **: based on sample of 36 companies.

National Aspirations


Deliver better quality of service (QoS) and seamless, sustainable coverage to all Malaysians as well as to achieve 30 parcels delivery per capita by 2025.


Committed Quality of Service set by industry and government.

Industry-led digitalisation projects and Courier Coverage Mapping.

Strengthening of licensing regulatory framework.

National Aspirations

World-class Quality of Service for the users.

Improved integration of last-mile delivery.

Seamless customer experience.

3 Key Pillars



Providing quality services for all users to ensure accountability and transparency.


Improved integration of last-mile delivery with better accessibility and coverage area to help bridge the socioeconomic gap in the long run.


Seamless customer experience through industry digitalisation, innovation and governance.

PAKEJ - True North – Towards Industry Sustainability


Achieving Industry Sustainability

World-class QoS and Coverage-backed Growth

True North

NPCIL set ambitious aspirations on improving the courier industry for both users and Industry Players through a 5-year strategic roadmap.

Delivering Quality of Service and Seamless Coverage to all Malaysians sustainably to support the Projected eCommerce Industry growth for 14 parcels* per capita to 30 parcels per capita by 2025.

Pillar 1
Achieving Industry Sustainability

Rangkaian PAKEJ

Asset sharing and collaboration with Posmen Komuniti

Parcel Commercial Vehicle Enhancement Proposal

Incentives to support industry sustainability

World-class Qualtiy of Service (QoS) and Coverage-backed Growth
Pillar 2

QoS Standards Disclosure and Insurance Policy

Licensing Framework Review

Courier Infrastructure Network Map

National Address System

* parcel per capita calculation as of December 2020 (MCMC Analysis)

The Benefits of PAKEJ

Improved access and coverage

Flexibility for users and enterprises

Improved last-mile delivery integration and coverage

High quality courier services and coverage

Seamless customer experience, delivery integration and coverage

Industry sustainability

The National Postal & Courier Industry Lab (NPCIL) was conducted across 8 weeks with 108 Lab members from 35 organisations

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