Frequently Asked Questions On COVID-19 Movement Control Order

  1. Can City-Link Express operate under movement control order?
    Yes. Licensed under the Postal Services Act 2012 and confirmed by its regulatory body The Malaysian Communications and Multimedia Commission, courier services fall under essential services.
  2. What are your operating hours under movement control order?
    Monday to Friday : 8.30 am to 6.30 pm

    Saturday : 8.30 am to 1.30 pm

    Kelantan & Terengganu

    Sunday to Thursday : 8.30 am to 6.30 pm

    Saturday : 8.30 am to 1.30 pm

  3. Are there areas where deliveries are affected in Malaysia?
    Due to limited flights between Peninsular and East Malaysia, deliveries would take an additional 1-2 business days
  4. Are deliveries to other countries affected?
    Yes. To countries that have imposed full or partial lock down and with border restrictions (in the case of Johor Bharu – Singapore). We will make the next available arrangement to have the shipments delivered as soon as the government policies and regulations are uplifted.
  5. Does City-Link Express have a business continuity plan (BCP)?
    Yes. Our Business Continuity Plan (BCP) will ensure that our facilities, employees and equipment function with minimal disruption.
  6. If I don’t have a credit account with City-Link, how can I send my shipment?
    a) Please bring your shipment to the nearest branch to perform over the counter transaction.

    b) Call 1300 – 88 – 2489 and we will accommodate to our level best to pick your shipment from your home. Cash payment only accepted.

  7. Are there alternative ways for customers to pay over the counter?
    Yes. All our branches accept e-wallets. In addition to e-wallets, some of our branches are equipped with credits cards that offer contactless, “pay wave”.
  8. Do we pickup from residential homes?
    Yes. We pick-up from residential homes. Please contact 1300 – 88 – 2489
  9. Can we self-collect shipments over the counter from our branches?
    a) It has to be collected by the named receiver and subject to identification card verification.
    b) We would advise you to contact our offices at https://www.citylinkexpress.com/contact-us/ or email us at customerservice@citylinkexpress.com.my in advance to avoid delays.
  10. What precautionary measures have been taken to safeguard employees and customers?
    a) Our employees will wear face masks and maintain a safe distance. We are doing our best to replenish face mask supplies. Your kind understanding on the matter is appreciated.
    b) Increase frequency of cleaning of areas with high human contact, e.g. countertops used to write consignment notes, common spaces used for meetings, toilets, door handles and lifts.
    c) Encourage employees to take temperature regularly and monitor for respiratory symptoms.
    d) Encourage employees to observe good personal hygiene by reminding them to wash their hands regularly, cover mouth if coughing or sneezing and to avoid touching their faces.
  11. My shipments cannot be delivered. Are there shipment storage fees in your warehouse?
    No. We will gladly store them for free until the movement control order ends and we will continuously make efforts to have them delivered the soonest possible.

  12.  I have further questions.
    Email us at customerservice@citylinkexpress.com.my or call 03 – 5033 3800 and we will respond as soon as we can.

  13. Where can I get more information and updates on Covid-19?
    a) Ministry of Health Malaysia’s website www.moh.gov.my. Any enquiries on the movement control order can be directed to the National Operations Management Centre at hotline 03 -8888 2010 beginning noon on Tuesday (March 17).

 We also recommend WHO’s website https://www.who.int/news-room/q-a-detail/q-a-coronaviruses.

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