Reactive maintenance and PPM for Malaysian contracts, from aduan to closure

Reactive maintenance for facilities management contractors, joint management bodies and asset owners that logs every aduan kerosakan (fault complaint), times the response against your agreed service level, and keeps the PPM schedule running while the breakdown is fixed.

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Updated 15 Oct 2026

FieldEx scheduling board on desktop with a technician's inspection checklist open on the mobile app, as used by maintenance contractors

FieldEx brings field service management and a computerised maintenance management system (CMMS) together so Malaysian maintenance teams can run planned preventive maintenance (PPM) and breakdown repairs in one place. Each complaint becomes a time-stamped job, response and repair targets are tracked, PPM keeps its dates, and every repair joins the asset's history for JKR-style performance reporting.

What FieldEx does for PPM and breakdown work in Malaysia

Malaysian maintenance contracts, from Public Works Department (JKR) buildings to strata developments, split the work into PPM and kerja pembaikan, and judge the contractor on both. FieldEx keeps them on one schedule and one asset record, so the PPM done against PPM scheduled and the complaints closed within the agreed time come from the same data. Book a demo to see your own assets and complaints in it.

Complaints logged the moment they come in

A QR code at each building or block that opens a complaint form without logging in, with the location, description, phone number and photos or video.
A branded portal for clients, joint management bodies (JMBs) and agencies to lodge aduan, ask for a visit date and follow progress, through the customer portal.
Complaints taken by phone at the helpdesk entered as jobs in the office or on the app, all arriving in one backlog.
A breakdown job type with its own form, so reactive work is counted apart from PPM from the start.

PPM that keeps its dates

Asset PPM and site PPM plans that raise jobs automatically, daily to five-yearly, or on meter readings such as genset running hours, in preventive maintenance.
A choice of fixed calendar dates or dates counted from the last completed PPM.
Overdue PPM rescheduled automatically after the grace period you set.
PPM raised early for an asset when the technician is already there for a breakdown.

Dispatch that balances both

Jobs assigned by skill, availability, shift, approved leave and service zone, using live location to find the closest technician, in scheduling and dispatch.
A drag-and-drop scheduler showing PPM and breakdowns side by side, with an unassigned backlog.
A displaced PPM moved to another slot or technician in a drag, with the technician told straight away.
A dashboard of overdue work, work due in the next 7 days and work completed in the last 7 days.

Response and repair targets per contract

Service-level agreements for each contract, client or asset, counted in working hours with different hours on different days.
Separate stages for response, follow-up action and repair, each with its own warning and breach threshold.
Warnings to the supervisor, the job owner or a group before a target is missed.
Response and repair times shown on each job and carried into reports.

Every repair on the asset

Breakdowns, PPM, parts replaced and meter readings kept on each asset and its components, in asset management.
An alert by email or in the app when a new job repeats a recent one on the same asset.
Checklist answers that open a corrective job, its tasks and a follow-up inspection.
An edit log on every asset with the user and the time.

The app at the breakdown, in English, Bahasa Malaysia and Chinese

The FieldEx mobile app in English, Bahasa Malaysia and Chinese, with the asset's history and checklist one QR scan away.
Tasks in order inside a job, such as isolate, repair and test, with tasks that must be done before the job can close.
Parts from the technician's van stock, watermarked photos, arrival and departure times and the client's sign-off.
Jobs and tasks can be downloaded and worked offline, with check-in, check-out and travel synced later.

PPM and breakdown performance reports

Reports that count PPM and breakdown jobs by building, contractor, asset type or month, in reporting and analytics.
Asset reports on reliability, maintenance cost and age, to pick out the assets that keep failing.
Exports as CSV, Excel or PDF, or reports emailed on a timetable to the client or agency.

What do PPM, PyC and PyB mean in Malaysian maintenance contracts?

PPM stands for planned preventive maintenance. JKR's Garis Panduan Pengukuran Tahap Prestasi Penyenggaraan Aset (TPPA), Edisi 2021, splits maintenance into penyenggaraan pencegahan (PyC), the periodic inspection of mechanical, electrical, civil and structural and architectural assets to find their condition and potential failures and act early, and penyenggaraan pembaikan (PyB), the repair of assets classed as run-to-failure through reliability centred maintenance analysis, restored after a complaint or the maintainer's own finding, to the agreed indicator. JKR's Government Building Scheduled Maintenance Guidelines (GBSMG, Rev. 01, February 2019) require owners to put in place and manage corrective maintenance, proactive maintenance, PPM, testing, verification, inspection and certification regimes.

So a Malaysian contract expects two streams of work, each measured on its own.

What FieldEx does about it

PyC and PyB as job types: PPM jobs are raised by their plans and breakdown repairs come in as complaints, each as its own job type with its own form.
Run-to-failure assets marked: asset statuses and types show which assets are on PPM and which are repaired on failure, and plans only pick up the ones on PPM.
Testing and certification alongside: recurring inspections and certifications run per asset type, with due dates, results and certificates attached.
Findings from PPM fixed early: a PPM checklist answer that shows a potential failure opens the corrective job before it becomes a breakdown.

What response and repair times apply to breakdown complaints in government buildings?

JKR's work process for asset operation and maintenance, JKR.PK(O)07 (January 2018), gives example key performance indicators by complaint category. For an emergency (kecemasan), where life or property is at risk, the response is immediate, within 15 minutes, with repair within 3 hours. For an urgent breakdown (segera), the response is within 15 minutes, follow-up action within 1 hour and repair within 24 hours. For a general complaint (umum), the response is within 30 minutes and repair within 3 working days. JKR's client charter (Piagam Pelanggan) commits to acting on critical building faults such as leaking water pipes, roofs or sewerage within 1 day, and normal repairs within 1 month.

You can only move the ratio if every job is labelled planned or reactive when it is created, and counted the same way each month.

What FieldEx does about it

Three categories, three clocks: set kecemasan, segera and umum as priorities or job types, each with its own service-level agreement.
Response, follow-up and repair as stages: each agreement holds separate stages, such as 15 minutes to respond, 1 hour to act and 24 hours to repair, with a warning before each breach.
Working days counted properly: the 3-working-day repair runs against business hours set by day, so weekends and off-hours are left out.
Breaches on record: the timing and any breach show on the job and in reports for the monthly review.

How does JKR score PPM and breakdown repair performance?

The TPPA scores the two streams with separate indicators. For PyC, the indicator is the number of PPM jobs carried out divided by the number scheduled, weighted at 0.20. For PyB response, the indicator is the number of breakdown complaints responded to within the response period in the service level agreement (ASL in the TPPA formula), divided by all breakdown complaints. The overall result falls into bands from Amat Lemah (0-20%) to Cemerlang (81-100%).

A contractor who can't produce these two numbers from its own records is relying on the client's count.

What FieldEx does about it

PPM done against PPM scheduled: reports count PPM jobs completed against those generated by the plans, by building, contractor or period.
Complaints answered within the agreed time: service-level agreement data in reports counts complaints responded to within their stage target against all complaints.
The month's numbers on a schedule: both reports can be emailed automatically to the client or agency every month.
Down to the asset: each figure can be filtered by building, asset type or zone to find where the score is lost.

What are the steps to handle an aduan kerosakan?

JKR.PK(O)07 sets the sequence. The complaint is received and recorded, registered, verified and investigated on site. The team then decides how the work will be done, by in-house maintenance, by the FM contract or as an emergency, carries out the repair, updates the complaint register and informs the complainant. JKR's client charter sets the outer limits: complaints acknowledged within 1 to 3 days, a response within 7 days and closure within 2 months.

What FieldEx does about it

Received, recorded and registered in one step: a complaint from the QR form, portal or helpdesk becomes a numbered, time-stamped job in the backlog.
Verification and repair as ordered tasks: the job holds tasks for site verification, investigation and repair in order, each with its own assignee and times.
In-house or contractor: the job can be assigned to your own technicians or to a contractor's group, with fallback rules when no one is available.
The complainant kept informed: the person who lodged the complaint follows its status in the portal and can download the job report once it is closed.

How often must a lift be serviced, and who arranges repairs after a breakdown?

The Occupational Safety and Health (Plant Requiring Certificate of Fitness) Regulations 2024, P.U.(A) 99/2024, in force from 1 June 2024, require lift owners to have a maintenance agreement of at least one year with a competent person, and the lift must be serviced and adjusted at least once a month. JKR's lift guidance describes the same rhythm in practice: monthly maintenance and a full inspection every 3 months by a competent lift person. Repairs found during that work have to be put right before the lift's certificate of fitness is at risk, because a lift without a valid certificate must not be operated.

What FieldEx does about it

Monthly service and quarterly examination on one plan: the lift's PPM plan raises the monthly service and the three-monthly examination, each with its own checklist and competent person.
The firm's advice becomes a repair job: a defect recorded on the lift's checklist opens the repair job straight away, so "forthwith" starts on the day it is found.
The agreement on record: the maintenance agreement is a contract with start and end dates, linked to the lift and its PPM plan.
Breakdowns on the same history: lift breakdown callouts and their repairs sit on the lift's record next to its monthly services.

Must a JMB or MC repair common property when the local council orders it?

Yes. Section 21(1)(a) of the Strata Management Act 2013 (Act 757) requires the joint management body to properly maintain and manage the building and the common property and keep it in a state of good and serviceable repair. Section 59(1)(a) gives the management corporation (MC) the same duty for the subdivided building once it is formed. Both must also comply with any notice or order from the local authority or other competent authority ordering repairs or other work on the common property.

For a strata manager, that means planned upkeep, breakdowns raised by residents and repairs ordered by the council all need a place on the same schedule.

What FieldEx does about it

Council orders as jobs with a deadline: a repair order from the local authority becomes a job with its due date and tasks, and a service-level agreement warns before the date passes.
Resident complaints in the same backlog: residents report through the block's QR code or the portal, and each report becomes a job beside the PPM.
Common property kept serviceable: lifts, pumps, water tanks and gates on the common property run on PPM plans, with breakdowns recorded on the same asset.
The committee sees the work: the JMB or MC follows jobs, upcoming asset maintenance and job reports through the customer portal.

Why are government agencies told to move from reactive to planned maintenance?

Because most of them are still reactive. The Tatacara Pengurusan Aset Tak Alih Kerajaan (TPATA) Induk, Versi 2.0 (2021), says agencies' maintenance has tended to be reactive and ad hoc, without systematic and strategic planning. TPATA requires an asset management operations plan and budget to be prepared every year, looking up to 5 years ahead, for each premises. The TPPA states one of its aims as encouraging agencies to improve their approach from reactive to proactive maintenance.

What FieldEx does about it

The reactive share made visible: reports count breakdown jobs against PPM jobs per premises, so the shift from reactive to planned can be shown year by year.
Plans per premises: site and asset PPM plans with start and end dates lay out each year's maintenance for every building.
Evidence for the five-year budget: asset reports on age, maintenance cost and reliability show which assets need renewal money first.
Ad hoc work pulled into the plan: a repeated breakdown on the same asset is flagged, so it can be moved onto a PPM plan.

How should PPM frequencies for building systems be set?

Start from the published minimum and tighten it where the maker asks. JKR's GBSMG says its maintenance schedules and frequencies are a minimum guide for each component, system, asset and premises, and can be adjusted with the owner's acceptance. The schedule is read together with the manufacturer's recommended maintenance schedule, and the more stringent requirement takes precedence. GBSMG uses frequency codes from daily (D), weekly (W) and monthly (M) through 3-monthly (3M), 6-monthly (6M) and yearly (Y) to 2-yearly (2Y) and 5-yearly (5Y).

What FieldEx does about it

Every GBSMG frequency available: plans repeat by days, weeks, months or years, so D, W, M, 3M, 6M, Y, 2Y and 5Y can each be set directly.
Different tasks at different points: one plan can use a different checklist and technician for the monthly, 6-monthly and yearly visits on the same asset.
The maker's interval where it is stricter: a plan can use each asset's own meter interval, so a genset on running hours follows its manufacturer's schedule.
Changes approved and recorded: the owner-approved schedule is attached to the site record, and the asset's edit log shows when its details changed.

Do breakdowns and repairs have to be recorded in a register?

Yes, for lifts by law and for government buildings by procedure. The 2024 certificate of fitness regulations require maintenance records for each lift covering the condition of safety devices, any damage, repairs and alterations, kept on the premises where the lift is installed. GBSMG requires every defect to be reported immediately to the facility owner, or reported every 3 months with a proposal for remedial work. JKR.PK(O)07 ends each complaint by updating the complaint register and the related database, mySPATA.

What FieldEx does about it

The register builds itself: every PPM, breakdown, repair and part replaced is saved on the asset as the job is closed, with the date and technician.
Entries made on the day: the technician completes the job on the phone at the lift, so the record exists well inside the one-week limit.
Defects reported with a proposal: a defect found on PPM opens a job holding the photos and the proposed remedial work, and a quarterly defect report can be emailed to the owner on a schedule.
Exports for the government database: asset and job data can be exported as CSV or Excel for upload to the client's own systems.

Customer story

AMRTUR, a Southeast Asian oilfield services provider, runs offshore and onshore maintenance on FieldEx as one field service and maintenance platform. Its story describes preventive maintenance that creates a job at 300 hours of use or 6 months, whichever comes first, QR-code request forms routed to the right team, and a record of every maintenance schedule change, including who changed a date and why.

Read the AMRTUR story

Agri Sumber Prestari (ASP), an agricultural manpower and training company under SD Guthrie Agri Bio, runs maintenance and field operations across Malaysian agricultural estates on FieldEx. Its story describes preventive maintenance scheduled automatically on usage or time, SLA tracking with alerts, and inspection checklists and jobs generated from its procedures, with 92 estates up and running and planning time cut by 50%.

Read the Agri Sumber Prestari story

What Malaysian maintenance teams ask about running PPM and breakdowns in FieldEx

Which maintenance software handles both PPM and breakdown complaints in Malaysia?

One that logs every aduan as a job, times it against the agreed response, keeps the PPM schedule running and reports both for the client. FieldEx does all of this in one system, with a mobile app in English, Bahasa Malaysia and Chinese. See our guide to CMMS software.

Can FieldEx report PPM completion and complaint response for a JKR-style review?

Yes. Reports count PPM completed against PPM scheduled, and service-level agreement data counts complaints responded to and repaired within their targets, by building and month.

Can we run kecemasan, segera and umum complaints on different response times?

Yes. Each category can have its own service-level agreement with separate response, follow-up and repair stages, counted in working hours.

Will a PPM visit be lost if a breakdown takes the technician's slot?

No. The dispatcher drags the PPM to another slot or technician, and PPM left overdue is rescheduled automatically after the period you set.

Can residents or occupants lodge a breakdown without an app?

Yes. A QR code at each building or block opens a complaint form with photos or video, and the complaint becomes a job in the backlog.

Can FieldEx flag an asset that keeps breaking down?

Yes. An alert goes out when a new job repeats a recent job on the same asset, and reliability reports show which assets fail most.

Can the app be used offline in plant rooms?

Yes. The FieldEx mobile app runs in English, Bahasa Malaysia and Chinese. Jobs and tasks can be downloaded and worked offline, with check-in, check-out and travel synced later.

How soon can our PPM and complaints be running on FieldEx?

Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. There is no setup fee: setup, data upload and training come with the subscription, and FieldEx onboards customers in person in Malaysia as well as online. See FieldEx implementation in Malaysia.

How long does it take to set up planned and reactive maintenance in FieldEx?

Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. Setup, data upload and training are included in the subscription, with no setup fee. Sites and assets can be uploaded. FieldEx helps with setup, and training is included. See FieldEx implementation.

Run PPM and every aduan kerosakan from one schedule

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