RM100 Sara aid: Consumer groups criticise glitch-ridden rollout, demand urgent fixes

SHAH ALAM – The botched rollout of the government's RM100 one-off Sumbangan Asas Rahmah (Sara) credit, intended to provide immediate relief to millions of Malaysians has been met with backlash from the public and consumer associations.

The aid, which was credited to the people's MyKad for use at selected outlets, was plagued by system glitches that left many unable to complete transactions and stranded at checkout counters.

Federation of Malaysian Consumers Associations (Fomca) chief executive officer T. Saravanan said while the intention behind the programme was commendable, its execution left much to be desired.

He pointed out that system failures were foreseeable, especially given the scale of the rollout and the decision to launch during a weekend and public holiday, a period of peak consumer activity.

“Fomca is concerned but not surprised by the system failure. Whenever a programme of this scale is rolled out, especially one involving millions of consumers at once, the risk of technical disruption is high.

“It would have been better if the rollout was delayed until the system was fully tested and prepared to handle heavy demand,” he told Sinar Daily.

He suggested a phased or regional release to prevent overwhelming the system.

He also acknowledged that direct cash aid was often preferred for its simplicity and flexibility, but recognised that the current system was likely designed to encourage spending on essentials.

Nevertheless, he warned that if consumers lose confidence in the mechanism, the entire purpose of the aid would be weakened.

“To restore trust, the government should act quickly. Ensure the technical system is stabilised, improve communication with consumers about when and how to redeem and consider offering alternative options such as direct bank transfers for those unable to redeem via the current platform,” he added.

He called for greater transparency and accountability in the future, saying this was essential to ensure that consumers felt secure and supported by government initiatives.

Meanwhile, Consumer Association of Subang and Shah Alam (Cassa) president Datuk Seri Dr Jacob George painted a chaotic picture of crowded outlets, overwhelmed cashiers and failed systems, calling the situation a “stampede” that collapsed the entire mechanism.

George said it was clear that the outlets and retail systems were not equipped to manage such a surge in traffic.

He said the combination of unprepared infrastructure and poor coordination had frightened and frustrated thousands of people.

“Two things need to be done. One is they should immediately suspend the programme pending review and assess how the system can be improved.

“And secondly, most importantly, the government should announce an extension of the redemption period by another six months, meaning the system would remain open until March or April, 2026,” he said when contacted.

George said extending the redemption period would help ease public anxiety and reduce the urgency that contributed to the recent chaos.

He said the current pressure on consumers needed to be alleviated to prevent further frustration or backlash.

He also recommended that the government issue a formal advisory to inform the public that the RM100 credit remained valid until Dec 31, 2025, while also assuring them that an extension could be granted if necessary.

Timely and clear communication of this kind could have prevented the stampede-like response observed in recent days, he added.

He advised those who were not in urgent financial need to avoid rushing to redeem the aid and called for a more staggered and orderly approach to redemption moving forward.

It was previously reported that Malaysians faced technical issues when trying to redeem the RM100 one-off Sara credit, available to all citizens aged 18 and above from Aug 31.

System crashes sparked public frustration, with many calling for the aid to be distributed via direct bank transfers instead.

Backed by RM2 billion, the programme is expected to benefit 22 million adults and complements existing Sara and Sumbangan Tunai Rahmah aids totalling RM15 billion this year.