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Immigration Department Of Malaysia Customer Service Phone, Email, Contacts
Immigration Department Of Malaysia
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Immigration Department Of Malaysia
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Immigration Department Of Malaysia Complaints Summary

2 Resolved
40 Unresolved
Our verdict: If considering services from Immigration Department Of Malaysia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Immigration Department Of Malaysia complaints 42

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Newest Immigration Department Of Malaysia complaints

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3:02 pm EST
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Good day Sir/Madam. We have had a problem that occured yesterday at immigration complex Sultan Abu Bakar(Tuas link) on the 6th of December 2023 at around 5pm to 8pm regarding an Indian female senior immigration officer on Level 2 during her nightshift. As we entered the immigration, there were some discrepancies on my partners passport who is Sri Lankan...

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12:07 pm EST
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Hi there, My name is Nur Hanisah Binti Allkham. I would like to make a complaint regarding your officer who worked on night shift in Tuas checkpoint, Johor. On 3rd Dec at around 11.45pm to 11.55pm, I arrived at Tuas checkpoint from Singapore with my family (you may check the cctv for confirmation). My son is 8 yrs old Singaporean while I am Malaysian. I...

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11:35 am EDT
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Immigration Department Of Malaysia Unprofessional approach and rude officer

JB custom immigration officer name Jumadi (not sure if I got it right) sitting at the family lane counter.

Date : 20 Oct / between 9.45am to 10.30am

The officer handling me and my family were rude when I told my cousin to join in the family lane. We are traveling in a small group (3 adults and 2 toddlers) together and the officer made it strictly for parents with young children only despite he’s the only cousin that join us. I would’ve understand if we are traveling in big groups with only 2 young kids but for just one person he made it difficult for us? If he was trying to be professional in his job, he wouldn’t be wearing his earbuds while working in the first place. And from the way he responded rudely to me, it makes me feel that he’s doing this on purpose, for whatever reason it might be. Very unprofessional and bad service!

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Is Immigration Department Of Malaysia legit?

Our verdict: Complaints Board's thorough examination reveals Immigration Department Of Malaysia as a legitimate entity with notable strengths. Despite a 4% resolution rate on customer complaints, which invites a closer look, Immigration Department Of Malaysia stands out for its commitment to quality and security. Clients considering Immigration Department Of Malaysia should delve into its customer service record to gauge compatibility with their expectations.

Immigration Department Of Malaysia earns 91% level of Trustworthiness

Perfect Trust Endorsement: Immigration Department Of Malaysia achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Immigration Department Of Malaysia. The company provides a physical address, phone number, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

A long registered date for imi.gov.my can be seen as a positive aspect for Immigration Department Of Malaysia as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

Our scan shows Immigration Department Of Malaysia website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

However ComplaintsBoard has detected that:

  • While Immigration Department Of Malaysia has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 42 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • The presence of an iframe in imi.gov.my, iframes can be used to embed malicious content, such as phishing pages or ads that contain malware, so it's important to be cautious when interacting with websites that use iframes.
  • We detected that imi.gov.my is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • Immigration Department Of Malaysia protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We found that the website for Immigration Department Of Malaysia is very young, indicating that it may be new or recently launched. It is important to exercise caution when engaging with new websites, as they may not have established a trustworthy reputation yet and could be more vulnerable to security risks.
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9:18 am EDT
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Dear officer in charge, I'm a Malaysian working in Singapore, and currently I'm pregnant and 3 months now.

 I would like to lodge an incident happened on 12 October 2023 (Thursday) at around 8.15pm. When I reached at the CIQ together with my husband and heading towards the priority lane (Manual Counter 3 and 4). This lady Malay officer does not allow u...

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1:35 am EDT
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Dear officer in charge, I'm a Malaysian working in Singapore, and currently I'm pregnant and in 6 months now. I would like to lodge an incident happened on 22 Sept 2023 (Friday) at around 5.30-5.45pm. When I reached at the CIQ together with my husband and heading towards the priority lane (Manual Counter 2). This lady officer who name Fadtilah (as shown...

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6:17 am EDT

Immigration Department Of Malaysia Poor service/attitude

Date: 11 September 2023

Time 1530 hrs

Venue: JB Immigration car counter 3 or 4, towards Singapore

1) I was in the car and at the counter on duty was officer was Ms Laura.

2) The way she stamped at the passport could be more considerate. She stamped right at the middle of the page. ie, it just wasted a passport page.

3) When I ask her if next time she could stamp at upper half of the page so that we can save a page, she raised her voice and asked me to move, without even an eye contact.

4) I think your dept has done well recently especially with the flow of traffic when additional staff were deployed. Kudos to your dept.

5) A feedback on bad attitude staff like Ms Laura does not negate the good works of the overall good works of your dept. Pls continue the good works.

Desired outcome: Counter officer will stamp at the lower or upper halves of the passport page and not right smack at the centre of the page.

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5:18 am EDT
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Hi, good day. I am writing in to complain about an officer that is at that Family lane. It was about 1pm yesterday on 20th August 2023. I was with my husband and my 19 month old son. I gave my passport to the officer (A guy, beside the counter was a lady at the counter). I was trying to give my son his milk because he was crying and the officer in a very...

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4:35 am EDT
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date: 19th Aug 2023 time: 12.00 pm (approx.) Hello, respectfully I’d like to file a complaint for two women officers who were disrespecting tourists as they shouted at us. I admit the situation during the time was hectic and chaotic, people were panicking and scared they might miss the flight as some of the people did because the slow service at check-in...

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12:27 am EDT
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Immigration Department Of Malaysia Disability counter

Date 14th August 2023, 11.20am officer: Ms. Nur..Counter 3-Special counter. Regards Officer begins rude. Hi I'm AshwiniGanis.. I'm 7 months pregnant women.. I Bring my passport to counter 1 Special counter the men officer just give back my passport ask me to go other counter... the men officer never ask me anything.. I also keep quiet and just go to counter 3-Special counter.. Than I ask with officer Ms Nur "sis counter 1 it's special counter for pregnant women also right?

The officer Ms Nur said yes.. Than ask me back why u never told the men officer your pregnant woman.. I'm say the men officer never ask me anything just give back my passport ask me to go other counter.. that's why I come this counter.. the officer Ms Nur ask me back why u never go to Auto Conuter.. I ask back than the special counter for what.. The officer Ms Nur said next time right and put in your head than we know... this is the way they treat... I'm really very unhappy in this situation.. just nw I'm rushing to my work... tomorrow sure I will go the officer..

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9:32 am EDT

Immigration Department Of Malaysia Use of egate at checkpoint

I am very unhappy with how the immigration officers at JB checkpoint deal with problems/ questions raised. I had issues with using the egate and was instructed to requeue at the immigration counter which I did on both accounts when I travelled to JB. However, each time I approached the immigration officer for help to activate my egate access, they would say “next time can already”. Of course, I would have believed that they actually help to resolve that issue and helped to activate my egate. But NO. Same issue resurfaced again and again. When I confronted the immigration officers about it, they just said they “don’t know” or “something wrong with your fingerprint” or “you just try again later”. I also overheard this lady beside me asking the same question to the next counter and the officer actually said “the system today got some problem”… WOW so many excuses. This makes me wonder if they are all expert of siaming responsibilities. I don’t get it. Why can’t they just do their job and follow through to the end —just help us activate once and for all instead of pushing the issue to the next officer….It is really a waste of our precious time as we always think that the next time we cross the border we can use the egate but turns out that the same error is not resolved…

Desired outcome: I hope that my egate issue can finally be resolved and the immigration officers can be more responsible…

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8:08 am EDT
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Immigration Department Of Malaysia Passport and control

Dear sir

I would like to bring forth to your attention that some of the immigration officers purposely chop in such a way that it only have space for 1 stamp per page . If that carries on my passport in no time will be full. I would appreciate if you can tell them to chop in such a way to fully utilise the page as much as possible. It's a small problem but I would greatly appreciate if the officers are inform accordingly.

Thank you

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2:39 pm EDT
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Immigration Department Of Malaysia Stupid Immigration officers

Hi, i am complaining about your stupid immigration officers.

Are they being forced to work ? Because they always have unfriendly face, Out of 10 only 1 will smile.

Stamp passport right in the middle of the page which leads to the page being unable for more stamps and have to waste the page.

[censored]. Jealous of Singaporeans who can go to your country and enjoy x 3. While you earn RM , stamping passport in your booth.

Malaysia Boleh. Boleh Bodoh nak mampos

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6:52 am EDT
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Immigration Department Of Malaysia Disability counter

Date: 4th May, 6.15pm
Officer: Ms. AIN
Counter: 2 - special counter.

Regards: Officer being rude
Hi I'm Raj who is diagnosed with neouron motor disease and had to use walking stick. I'm having difficulty in standing in the long queues during peak hours.

I approached the counter which is meant for seniors, pregnant woman and OKU to scan my passport after work from Singapore. The officer asked me to queue at normal counter because I do not any of mentioned category although she saw me having difficulty in walking and using walking stick. This counter was empty and she was using phone and neglected me.

I find that this is not the service that should be given for people like me. There is no consideration at all and inhuman. Can I know if people like me with walking stick and having difficulties should not use the counter? Thank you and appreciate your kind advice.

Regards,
Raj
[protected]@gmail.com
+[protected]

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10:53 pm EDT
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Immigration Department Of Malaysia KLIA immigration staff

“Not our problem “, “Can’t help you” are the words used we by Malaysian immigration staff at KLIA airport on the 27th of April morning between 9am to 9.45am.

Using their index finger & rudely pointing around disrespectfully at passengers and complete disregard to ANY situation nor any empathy whatsoever.

We were travelling with my mother who had to use the wheelchair access, so there were 4 of us travelling. 2 adults 2 kids.

My mum is a Malaysian and we hold foreign passports. However, seeing that we were travelling together AS A FAMILY, we queued up at the priority lane only to be ‘chased’ away (finger pointing) to the foreign passport line. Even though we said to this staff that we were travelling together, she refused to scan our passports claiming that the counter was only for Business class/ wheelchair access. I get it right, it isn’t for everyone, HOWEVER, if you are travelling together as a family, use SOME DISCRETION and have some decency to treat passengers with kindness and compassion. It simply made no difference to this Malay immigration officer to scan our passports but she simply refused us, using her miserable authority.

Have some perspective Malaysian immigration staff!

So, my 2 children and 1 headed back to the foreign passport queue which ofcourse took forever as it was the longest queue, because they were short of staff?! Now is that the passengers problem? You know it’s a busy period, ensure you have enough staff working.

We had passed our boarding time and were still in the queue. In the meantime, my mother was taken super fast on her on in the wheelchair and was at the boarding room and passengers were boarding the plane.

I left my kids in the queue to speak to another immigration officer (an Indian male) who was managing the priority line for young kids /older passengers and asked (very politely) if my kids and I could quickly move to the priority line as we really needed to board. The sky train was also under maintenance, so I knew more time was required to get to the boarding room, which we didn’t really have.

The response I received was,

“It’s not my problem.”

I politely explained that we had been queuing up initially with our mother but was moved back to the long foreign passport line. He simply said, “Yeah you CANNOT go through , it’s only for wheelchair accessibility passengers.

To both these staff members, I simply said to them, ”Thank you for your customer service, it’s amazing”.

The 2nd Indian male staff, began raising his voice as I walked back to the queue, rambling and literally saying, “Don’t visit Malaysia bla bla bla, go back to where you come from” which I chose to ignore completely.

To know that this is type of behaviour is displayed by the immigration staff at KLIA is shameful. Who does he think he is, simply some clerical person in a uniform throwing around his authority. In future, I will note down names and name and shame them on all social media platforms.

The attitude they show is that it’s the passengers problem NOT theirs if we are late. They take 0 consideration for extenuating circumstances nor work together with the airlines should some passengers be stuck at security and help get them through.

My mother on the other hand refused entry into the plane until I and my kids were with her! How can you separate families?! Even the MAS staff were shocked that we had been separated from my mother.

Let me very clear to ALL KLIA Immigration Staff, at ANY OTHER INTERNATIONAL airport, staff members are helpful and will even call out passengers from the queue, especially those that need to board or are very close to the boarding gate closing, especially if the queues are very long. They are polite, kind and respectful to passengers.

It doesn’t matter if KLIA airport facilities are top notch, or spacious etc. or state of the art.

If YOUR DESPICABLE behaviour remains like this, it will make no difference and you will NEVER BECOME a no. 1 international airport.

To the Malaysian Immigration department, train your staff appropriately to be courteous and helpful. A smile or a hello won’t hurt them either? When you enter or leave Malaysia it is your staff we see and the faces we hv to put up with is disgusting.

What happened to Budi Bahasa? 0 = Kosong?! Most airports have signs not to abuse staff, but at KLIA it’s the opposite, you are abused BY THE KLIA staff.

Teach them to use their discretion (depending on scenarios when it comes to passengers flying).

Above all, respect goes both ways.

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11:58 pm EDT
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Immigration Department Of Malaysia Unknown sabah (immigration) clauses

Eid vacation was ruined for my family. We have been living Singapore for 18 years as permanent resident but holding Bangladesh Passport. We traveled from Singapore to Sabah (Kota Kinabalu) with valid Malaysia Visa (12 month with multiple entry). We recently also traveled other part of Malaysia w/o any issues but this time something surprising was waiting for us. During immigration clearance we came to know that 2 nationals (Bangladesh & Nigeria) are not permitted to enter Sabah (Kota Kinabalu) without pre-approval from Sabah state home ministry. We searched through internet before our holiday but there was no clue anywhere about this clause. With all due respect, we had to return back to Singapore forfeited all expenditures incurred. So my request to Malaysian/Sabah immigration authorities.. is this very difficult to make this information widely available to all so that no other suffers with similar situation? We could avoid our plan to Sabah if this information could be have been known!

Desired outcome: This post is to make this information available readily in Sabah/Malaysia immigration portal something like as a checklist for travelers so that everyone can refer to. This a suggestion only, hopefully can help others

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12:04 pm EDT
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Immigration Department Of Malaysia JB immigration checkpoint

I would like feedback on the incident that happened at Johor Immigration Checkpoint on 19 April 2023, late morning.

We came through the JB checkpoint booth (maybe CP 4 or 5) and informed the young male, malay officer that we do not have the Touch N Go (TNG) card, and would like to purchase the card. He questioned, “You want to buy the TNG card?” We replied, “yes, we’d want to buy the TNG card. Where can we purchase it? From the immigration office nearby here?”

Anuar, the officer mentioned that the TNG card is sold out in JB and we have to use his card instead. He sinisterly added that “it will be very expensive”. We brushed it off as we thought he was joking with us.

He did not explained the payment process to us. We told him again that we wanted to purchase the TNG card but he did not gave us any other option, and continued chatting with his friend in the booth. We told Anuar that we will pay the entry payment by cash. As we do not have small change, we handed over RM50 (understand that the payment is only RM20?), and he did not return us any change.

We asked him how much is the fee, and he told us to move off as the gantry has been opened for the car to pass through.

This is really a bad experience for our family as we have not traveled into JB for a long time since COVID-19. We DID NOT get our change back and did not received any explaination on all our queries above.

1. Please investigate and take action on Anuar who is doing corruption at the frontline of the JB immigration. Such officer should be fired and undeserving to be a frontliner. He appeared comfortable doing it, and seemed like this is not his first time doing such corruption. All officers manning the checkpoints must also be briefed that anyone who practised corruption will be seriously dealt with by the Law.

2. Officers on duty must maintain their professionalism. When staff are on duty, there should not be another staff/person in the same booth chit chatting/laughing with them as error may occur, safety and security may be compromised, and professionalism needs to be uphold.

Desired outcome: We hope to receive a reply from the MY (JB) immigration office on the above.

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9:59 pm EST

Immigration Department Of Malaysia CIQ JB Closure of booth without any warning (exiting Malaysia towards Singapore)

I am Royston Anthony Brian Perera, a Singaporean who often travels in and out of Johor, Malaysia.

On Sunday 26th February at CIQ Sultan Iskandar Building, counter # 9 at approximately 0950hrs, an unfortunate incident occurred whilst at the counter to process out from Malaysia towards Singapore.

As I was just before the counter 9 behind another Johor registered vehicle, the counter ready indicator turned from green to a red 'X' and it did not register to me that the counter was now closed and neither did the officer in the cubicle exit it to indicate so. The usual practice seen in the past would be, the officer exits from the chamber and signals that the counter is closed and places a cone to block further entry of vehicles. This act would allow vehicles to safely detour to another adjacent counter.

Also, the changing of the counter ready symbol from green to red is also ambiguous as it could mean that the counter is engaged at the moment and not necessarily closed for the day or shift.

As the Johor vehicle left the counter, I approached it and the officer was absent in the seat but was standing at the side in the booth. I came out of my vehicle and looked for her only to be met with an aggressive young female officer who accused me blatantly of ignoring the X symbol at the booth top. She accused me of lying and called me a liar repeatedly. Further to that, other vehicles had also formed up behind my car clearly not understanding that the booth was closed. She (officer) then told me to control the traffic myself and have them reverse out when I do not have such authority, nevertheless, I did so which was a substantial risk to the safety of other drivers. She did not attempt to call RELA to assist in any way.

I have travelled often to and from Malaysia and to date, have never encountered an unpleasant situation with the immigration, in fact, I was contemplating to have certain officers commended for exemplary service until today's incident. I sincerely trust that she is likely a new person on the job lacking the required skills and I do advocate the investigating of this matter and determine the systemic failure with the appropriate corrective measures.

Desired outcome: An investigation is desire with root caused established and corrective action

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5:38 am EST

Immigration Department Of Malaysia Immigration officer at johor bahru custom, car lane

I had an unpleasant experience and is shocked at the unprofessional behavior of the customs officers at JB customs. At first, my car was queuing up at one of the counters when the male officer inside the booth just close his lane which left us with no choice but to move to another nearby lane. Upon our turn at the next booth, a lady customs officer refuses to take our passport insisting that we jump the queue. Even after explaining the situation she continues to accuse us of jumping the line, and continues scolding us. As her name was covered by her jacket, I then asked for her name which she responded childishly by sticking out her tongue. We were shocked by her rudeness and her unprofessionalism and proceeded to another lane as we could condone that kind of behavior.

Following that, I went to another lane and was attended by another officer Shahril, told him that I want to complain and shared with him about the earlier incident. He asks me some clarification questions. At first, it was ok, but after I remarked that he seems to be a high-ranking officer as he has the studs on his shoulder he started getting pissed and asked me if I am being sarcastic. I said no, I'm not being sarcastic but my intention was as I see he could be the lady senior, he could probably advise his juniors. My intention was pure, then I was reprimanded by him. He then says, he is ok that I want to complain but he is not happy if I am being sarcastic about his studs. Honestly, I am never sarcastic and why must I do that? I really cannot phantom why he is saying that. Then he threatened us that he can deny our entry if I am being sarcastic. As I do not want to further sour the situation I had to convince him that I am not being sarcastic. Then he continues to stamp our passport with an upset face, but after returning our passport, he ultimately smile and tell us that he would help to check.

But seriously! Can you see the kind of treatment? How to put our trust in the officers whose pledge is to keep us safe? Seriously I don't feel safe at that moment with the treatment I received at the Johor Bahru custom. It was truly traumatic and disappointing as I believe this could be handled better. I was also very disturbed by the threats of being denied entry, and was wondering if the officers could really do that when they take things personally.

Desired outcome: I would like a response to my question is it true that I can be denied entry based on the personal judgment of an individual?

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8:04 am EST
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Immigration Department Of Malaysia Complaint against four immigration officers at sultan iskandar's building custom, immigration and quarantine checkpoint

Dear Sir,

I would like to bring to your attention an unpleasant and traumatizing experience which my husband, my son and I had with four immigration officers at Sultan Iskandar's Building Custom (BSI), Immigration and Quarantine Checkpoint (CIQ) today, 1 February 2023 between 1430 to 1530 hrs.

My husband was driving our car, I was in the passenger seat on his left and my son was seated in the passenger seat behind us. We were heading back to Singapore and as the usual procedure calls for, we had entered a checkpoint booth to get our passports checked and stamped. I handed over our passports in a normal manner (three in total) to the officer in the booth. At this point, I was unaware of the booth number but I vaguely recall it to be Booth 9 or 11. Soon after, I had received a call on my mobile phone which I had cancelled because I understood the protocol of not using the phone while waiting for our passports to be stamped. I then received numerous Whatsapp messages which I had brought to the attention of my husband. At this point, my husband noticed that the immigration officer in the booth was glaring at us in a condescending manner which made my husband felt uncomfortable. However, we did not question the officer why was he staring at us that way.

The officer then questioned us in Malay "Is that very important?" (Penting sangat ke tu?) while gesturing towards my mobile phone. I answered him saying I received a call from my employer and I cancelled it. He went ahead and gestured to the sticker pasted on his booth and further asked us in Malay "Don't you know how to read this?" (Tak tahu baca ke apa?). My husband and I were completely taken aback by his rude and uncouth behaviour. We chose to look forward and not continue to interact with him. He, according to my son, continued to stare at us condescendingly and said in Malay "It is ok. We can wait out here." (Tak apa. Kita boleh tunggu kat sini.)

I asked him is there anything he wants from me and he told me to proceed to the immigration office at level B1 where I quote, he said in Malay, "We can settle this in the office." (Kita boleh selesai kat dalam office.) Before parking the car, I asked him for his name and he refused to oblige. I tried to look at his nametag but it was covered by his jacket. I was left with no choice but to take a photo of him for easy identification in the event I am questioned who was attending to me.

My husband and I left our son in the car and proceeded to the immigration office at level B2 where we were directed to a small room where there were three other immigration officers (one male and two female) inside. Soon after, the immigration officer from the booth arrived with our passports and all four of them (the three officers in the room and the officer from the booth) chatted for a bit. He then left the room. My husband and I were made to stand before the three immigration officers who began tormenting us with questions, interrupted our explanations and passed sarcasms towards us. At one instance, my husband spoke in Malay that the booth officer could have called me out as "Madam, may I get your name?" (Cik Puan, nama siapa?) to get my attention if he felt that I was not giving my full attention to him stamping my passport. To this, one of the female officers responded in the most sarcastic manner in Malay "Oh.. madam... want us to call you madam...?" (Oh Cik Puan.. nak kita panggil dia Cik Puan..)

The three immigration officers continued to torment us and one of them ordered me to delete the photo of her colleague which I took from the booth. They then told us to proceed to the immigration office at the upper level and in their words in Malay "Biar kat atas sahaja selesaikan" (Let the (people) upstairs solve this) One of the female immigration officers also took photos of our passports. This episode in the immigration office made us felt like criminals facing three law enforcement officers when the truth of the matter is, we did not commit any crime at all.

This ordeal only ended when we were served by a immigration officer from the office above, named Saiful, who tried his best to diffuse the situation and assured us that he is not taking sides. He said he will get our passports stamped and we were then free to go. We left with our passports duly stamped soon after.

At this point, sir, I would like to express my shock, displeasure and trauma from this episode. What could have been a seamless and normal procedure of calling out for me via my name which by far, all immigration officers will do to get my attention turned into a nasty experience where we were humiliated and disgraced by the four officers' uncouth behaviour and sarcastic statements. Here I would like to question, what sort of professional and public relations training did the immigration officers went through? It appears to me that they are unaware on how to address strangers in a polite manner. The impression they give to me is that they lack the wisdom to react wisely when faced with a situation and they fail to see and analyse the severity of a situation before escalating it to higher levels of authority. Moving forward, this experience has certainly caused my family and I to be wary of entering Johor Bahru considering how unpredictable, rude and uncouth the immigration and law enforcement officers can behave. We have lost faith and trust in CIQ immigration officers as a result of their unprofessional, unreasonable and uncivilised attitude. This experience will definitely be made known to my fellow Singapore citizens just so we can all be on our guard and be extra careful so as not to be cornered into such unnecessary trauma in the event we have to step foot into Johor Bahru. This experience has certainly tarnish the integrity and professional reputation of the CIQ immigration officers in totality.

I am not demanding for an apology but I definitely hope that this matter is looked into and proper investigations to be carried out with guidance and protocol to be put in place so that no one else will ever experience such unprofessional behaviour from the CIQ immigration officers. I would also like to request for an explanation why was it necessary for one of the female immigration officers to take photos of our passports. Is that in the protocol? What are the photos going to be used for? At this moment, I do not trust the intention and integrity of the immigration officer who took photos of our passports. I look forward to your response and clarifications on this.

I am unable to provide the names of the four officers mentioned above as they refused to give me their names. However, I believe given the date and time of this event and via your system and manpower records, you will be able to identify these four officers. They were stationed at the exit point for cars of Bangunan Sultan Iskandar CIQ heading towards Singapore.

Desired outcome: I'd appreciate a response.

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9:43 am EST

Immigration Department Of Malaysia Extremely rude behaviour by jb immigration officer

On 29th November at 2020hrs, my wife and I drove into Counter 2 at JB Immigration clearance into Singapore. After patiently waiting for 1.5hrs in the traffic jam, we met Sgt Rizuan at Counter 2. I requested my wife to hand over the passports to Sgt Rizuan and make payment using the touch and go card. As there was no deduction, I enquired Sgt Rizuan if there was a need to make payment. He literally shouted the following, "You should have asked me first as this lane is under my control". He continued to stare at us and was stamping our passports. We were totally taken aback and angry with his attitude and tone towards us. We don't understand the need for the uncalled-for remark, as he could have easily replied no need to make payment. We don't think we actually did anything seriously wrong to be treated in this manner. Being a government officer in Singapore, I feel it is my duty to inform Malaysian Immigration on Sgt Rizuan's unprovoked rude behaviour. As we were served by a very professional Immigration Officer Ummu when we entered JB at about 1600hrs. As we were driving into JB after more than 2 years, we have lost touch with the payment procedures. Ms Ummu was friendly and guided us well. Sgt Rizuan needs to be educated and trained on proper customer service, if not he will continue to tarnish Malaysian Immigration's reputation.

Desired outcome: We sincerely hope our feedback is taken seriously and Sgt Rizuan is informed such rude behaviour is not acceptable for government officer.

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Immigration Department Of Malaysia contacts

Phone number

+60 380 008 000

Website

www.imi.gov.my

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