Below are the practical, high‑value factors to consider when hiring a security firm in Malaysia. Use these as a checklist when evaluating proposals and interviewing suppliers.

1. Legal compliance and licensing

• Confirm the company is legally registered and holds all required licences/permits to operate private security in Malaysia.
• Ask for licence numbers and copies of permits; verify they are current.
• Check compliance with any labour and immigration rules (for foreign staff) and with Malaysian criminal-record screening requirements.

2. Reputation, track record and references

• Ask for client references (preferably local businesses in the same industry).
• Look for case studies or examples of similar work (malls, factories, construction sites, corporate premises, events).
• Check online reviews and any complaints or disciplinary actions.

3. Relevant experience and specialisation

• Ensure they have experience for your specific needs: static guarding, mobile patrols, event security, executive protection, construction site security, retail loss prevention, CCTV monitoring, access control, or combined security + cybersecurity services.
• Ask about experience with local risks (theft, vandalism, labour issues, trespass, civil disturbances).

4. Staff recruitment, vetting and training

• Ask how guards are recruited, screened (criminal record checks), and vetted.
• Confirm ongoing training programs (customer service, emergency response, de‑escalation, first aid, reporting).
• Check language capabilities (Bahasa Malaysia, English, relevant dialects) and cultural competence.

5. Supervision, retention and manpower practices

• Understand the supervisor-to-guard ratio, shift patterns and fatigue management.
• Ask about staff turnover rates and contingency plans for absenteeism.
• Confirm employment terms (are guards direct employees or subcontracted?) and how labour law compliance is handled.

6. Operational standards and procedures

• Request their standard operating procedures (SOPs) for routine duties and emergencies (fire, medical, theft, breach).
• Ask for incident reporting formats and escalation flow.
• Check how they handle arrests, evidence preservation and liaison with police.

7. Technology, equipment and monitoring

• Verify use of modern tools: CCTV, access control, guard tour systems, two‑way radios, vehicle patrols, alarm integration, remote monitoring.
• Check maintenance schedules and ownership of equipment (included in fee or extra).
• Ask about data handling and privacy for recorded footage.

8. Risk assessment and customised security plan

• A good firm will conduct a site-specific risk assessment and present a tailored security plan rather than a one-size-fits-all quote.
• Look for clear objectives, identified vulnerabilities and measurable deliverables.

9. Response capability and local presence

• Confirm response times, availability of rapid response teams, and a local operations centre or supervisors.
• For multi-site organisations, check their ability to coordinate across locations.

10. Insurance, liability and indemnities

• Ensure the firm carries adequate public liability and employer liability insurance.
• Clarify insurance coverage limits and who is responsible for losses caused by guard negligence.

11. Pricing, contract terms and transparency

• Compare bids on total cost of service, not just hourly guard rates — include supervision, training, equipment, admin fees, overtime and replacement costs.
• Look for transparent billing, clearly defined scope of work, and pricing for changes or additional requests.
• Review contract length, notice periods, termination rights and penalty clauses for poor performance.

12. Performance metrics, audits and governance

• Define KPIs: attendance, incident response time, number of patrols, report quality, false alarm rates.
• Agree on regular performance reviews, audits, and penalties or remedial plans for breaches.
• Ask about third‑party audits or ISO/certifications if applicable.

13. Communication and escalation

• Confirm points of contact, 24/7 emergency numbers, reporting cadence, and how management will be kept informed.
• Agree formats and frequency for shift logs, incident reports and monthly summaries.

14. Ethical standards and corporate governance

• Check for corporate policies on corruption, bribery, human rights and treatment of staff.
• Ensure practices comply with Malaysian labour and human-rights norms.

15. Integration with other services

• If you need CCTV monitoring, access control, alarm monitoring, or cyber-physical security, confirm the firm can integrate or coordinate with other vendors.
• Discuss interoperability, data ownership and access to recordings.

16. Trial period or phased start

• Negotiate a short trial or phased rollout to validate performance before a long-term commitment.
• Use the trial to test SOPs, reporting quality and guard conduct.

Sample questions to ask a prospective firm

• Can you provide your licence number and proof of insurance?
• Can you share three local client references and a recent site-specific risk assessment?
• What is your supervisor-to-guard ratio and average staff turnover?
• What training do guards receive on site handover, incident reporting and first aid?
• How do you monitor guard patrols and validate attendance?
• What is your guaranteed response time for incidents or alarm activations?
• How are CCTV recordings stored, who can access them, and how long are they retained?
• What are your KPIs and what remedies are available if they’re not met?

Practical next steps

• Shortlist 3 reputable firms and request written proposals with a site visit and risk assessment.
• Verify licences and insurance independently.
• Set clear KPIs, include a 1–3 month trial, and build regular performance reviews into the contract.

If you’d like, I can provide:

• A short template RFP checklist you can send to firms, or
• A sample contract clause list (KPIs, SLAs, termination and insurance) tailored for Malaysia.