Immigration Department Of Malaysia
reviews and complaints

I really was unsatisfied regarding with the behavior of officer.

I was happened at entry counter Gate 13 around 9:40 am @ Woodland Checkpoint Johor Bahru.

I was showed to officer E-visa, Digital Arrival Application as per Gov requirements. But he told me to give him the hard copy paper, it was unreasonable things and did not highlighted at gov website.

He told me to go back Singapore to print out the paper and come back. I said that, it is impossible things and waste of time.

He bring me to gate and kick me out to go back Singapore. I requested him to inform my bf who already pass the immigration and he was waiting at waiting area. He did not allow me to meet with him to talk about situation and he said, your bf is not there, no one is there.

After that I went to immigration office and told all the situations, they did hold me almost 2 hrs to solve the issues, it was waste my time.

I would like to suggest that if there is necessary hard copy documents, please include at gov website. Otherwise, there will be have a lot of troublesome for Foreign Travellers.

Today, on February 1, 2024, I hurriedly returned to Singapore from Johor Bahru at 5:57 pm. While on the phone, I walked to the counter to stamp my passport. Upon handing my passport to the officer, I promptly ended the call. The officer gestured at me, indicating that phones were prohibited. He then asked if I understood his hand signal. I affirmed that I did, expressing my awareness of the no-phone rules and mentioning the posted signs on the wall. Despite my apologies and assurance that I understood the rules, the officer seemed displeased, insisting that I did not comprehend.

Growing impatient, he exhibited signs of anger, holding onto my passport and instructing me to wait for his partner at the next counter, as he claimed I didn't understand English. His partner approached, questioning my understanding of English and rudely asking if I thought the place was a mall, emphasizing that phones were not allowed, and questioning my intelligence. I wonder if the two of Male officer are having their menstrual periods. Why is there a need to react with such anger? He even shout at me “Are you stupid”. He threw my passport back at me and told me to go to another lane because he didn't want to see my face. Given his attitude, I didn't even want to see their faces either. Goodness, wondering how an individual with a low IQ was chosen to become an officer. Puzzled by their behavior, I refrained from arguing, took my passport, and moved to another lane as instructed. It was disheartening to encounter such rudeness, particularly from individuals in uniform, bringing disgrace and humiliation to the country.

Despite my frustration, I chose not to file a complaint with immigration, considering potential complications in dealing with government employees, many of whom are Malay and perceived to be united. The prevailing sentiment is that government jobs, including immigration officers, are predominantly held by Malays, earning an average salary of about RM7200. There's a perception that they may exhibit complacency, confident in their fixed monthly salary.

I share this experience as advice: when facing issues with customs officers, it's better not to argue, maintain composure, clear the checkpoint, and avoid carrying negative experiences forward.

I’m first time back from tuas link, and I do not know need to open my backpack to show officer, then the officer direct said “why I did not open my backpack and show him, you see others people was open and show me, you did not open and show me you go to scan luggage queue line”. The funny things is the officer totally did not give me chance to say my reason. If I know need to open the backpack I will direct show him. Funny thing is I saw some of the people did not show also can let them pass. It because I’m Chinese so racism me? CIQ office most the best attitude recently. Is it no high management people go tuas link to sport check so they can do whatever that like?

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!

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.

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..

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…

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

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

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]

“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.

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!

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.

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.

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.