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.

Dear Ma’am/Sir,

I hope this email finds you well. My name is Nyaneanindran Nair Unini, and I am writing to bring to your attention an incident that occurred this morning around 8.16am at JB CIQ. (I please to request to view CCTV footage for evidence)

Upon entering Singapore, I unintentionally used the MBike Lane without realizing that my motorcycle's validity had expired. An Indian officer approached me at the motor lane and kindly informed me that I needed to proceed to the manual lane. Shortly after exiting the lane, another officer instructed me to scan my passport at the manual lane, explaining that it would allow me to enter via the MBike Lane. This procedure was also followed by another motorcyclist just ahead of me.

However, to my dismay, a senior officer approached me in a rather harsh manner and raised her voice, insisting that I should u-turn back. Unfortunately, given the congested area, it was not feasible to execute a u-turn surrounded by numerous other bikes.

Eventually, the same officer who had initially advised me to enter via the MBike Lane returned and informed me that I could proceed. However, the senior officer intervened once more and instructed the other officer to proceed with the u-turn.

I must express my concern about the unprofessional behavior displayed by the senior officer, as her actions seemed to stem from a place of racism and a desire to assert her power. As a law-abiding individual with a valid passport, I followed the instructions given to me by the officers. It was disheartening to have my voice raised in front of the public, causing me to feel ashamed and humiliated.

I kindly request your attention to this matter. I believe it is essential to address such incidents promptly and ensure that all individuals are treated with respect and fairness. I am willing to take this matter further, should it be necessary, to ensure that justice is served.

I appreciate your time and consideration, and I look forward to receiving a response regarding this incident.

Thank you.

Kind regards,

Nyaneanindran Nair Unini

My 2 foreign friends Gian Paolo Bartelli a Swiss and Brian Higgins an American and I (Malaysian Spore PR) were going through Immigration from Johor side towards Singapore.

My foreign friends bought an ice cream for each of us as it helps for a hot day. When we arrived at Johor immigration checkpoint, an immigration officer named Jeffersen attended to us. As we handled our passports over the counter he said to us not to eat ice cream but I told him we are sorry as ee are in the middle of having an ice cream and they were melting we have to try finish them off. Jeffersen then took our passports to another immigration counter who later also told us us off for having ice cream. Jeffersen then disappeared with our passports wondered without telling us except to tell us to wait. So I decided to look for him and found him inside the passport office. In the office there were 3 officers one of the claimed to be his superior, I explained the situation aboot the ice cream and I apologised for doing so but Jeffersen told me infront of his superior that he has time he will hold on to our passports for as long as it takes. And his superior told a lady officer to take over and stamp the passports for us. Jeffesen then went to my car told off my foreign friends for having ice cream. This behavious is totally uncalled fir even with our apology he still kept our passports this is shocking to my foreign friends visiting Malaysia. Jeffesen's superior refused ti give me a complaint form instead said he will talk to Jeffesen. I am reporting this character as this Jeffesen will behave badly for as long as no superior tells him to hehave professionally. He behaved like he has the power to hold back our passports for as long he wants for having ice cream in the car. Please do something before Jeffesen spoils the image of Malaysia as a friendly destination for visitors. Thank you

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?

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 ( I am a Malaysian citizen). So we were sent to the Level 2 immigration office at about 5pm. We met with a senior immigration officer that went by the name of Letchumy (couldn't get her full name or badge number) who immediately spoke to us in a rude manner and was very sarcastic and condescending even though she had no idea about our information or circumstance.

She started off her monologue by degrading, insulting and making judgements about me and my partner's legitimacy of our relationship. (We are engaged to be married). Naturally we tried our best to correct her assumptions as it was very insulting and condescending. She then accused us of disrespecting her as she is a senior immigration officer. From the beginning we tried to plead with her politely and genuinely wanted to understand where our own discrepancies and errors were but she spoke over us indicating that she is in authority and from the way we spoke to the way we asked questions must be according to her standards of respect.

She repeatedly threw sarcastic remarks and comments as if we didn't understand a word she was saying. And to further add insult to injury (and in her mind, teach us about respect), she was loudly complaining to her colleagues in the back room about how incompetent, rude and disrespectful we apparently were. Even when we asked her constructive questions in a polite way, she repeated each of the sentences in a way that felt very condescending and was not giving us the proper response to our enquiry. But whenever we understood the question and tried to answer it, she would cut us off and start shouting across the counter without giving us the chance to explain.

She walked off on my partner while she was speaking and was refusing to have a conversation. What she required and demanded for is not a conversation but a monologue, where she spoke and we quietly listened without correcting, clarifying or even agreeing as she required us to have complete silence while she spoke, taking our attempts to request for additional information as blatant disrespect, and then subsequently walking away because we were not maintaining silence and obedience.

From her body language, to raising her voice, making an unpleasant face, complaining about us knowing full well that we can hear her, as well as treating our issue with judgement and malice; we feel she is abusing her authority, explicitly targeting our lack of knowledge on certain visa procedures to undermine, belittle and mock us as well as it being downright unprofessionalism.

We understand that immigration officers deal with plenty of fraudulent scenarios, we understand that we needed to be vetted and checked. Both me and my partner have been using air travel plenty of times and dealt with a vast number of immigration officers throughout our lives, but never have we come across such a situation where we were crucified on the spot for not realizing and attempting to understand our situation. And that too to be unfairly treated without investigating or inquiring our situation.

We would like to make an official complaint on this Immigration officer, as this abuse of authority should not be the way Malaysia represents itself.

If you would like to know more about that details of our case to corroborate with the officer, we are willing to talk about our situation and why the errors/misunderstanding of the visa process occured from our part as well. We do not deny that we had not fully acknowledged immigration laws, and our encounter with the officer was not to demand entry but rather understand why we were being rejected.

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 went to Malaysian passport counter on the left to check our passport and the officer took my passport and checked then we were told to go to the Singapore counter. I asked the Indian officer why, she said she could not process the passport as my son is Singaporean. I was shocked as this is not my first time we went to Malaysia, and I asked her why before this (many times) we were told and allowed to check in together at Malaysian counter without any issue from any officer? She could not answer and start make a face and said to the other officer (a man) that I am stubborn and do not want to listen in front of me? As I do not want to argue, I asked my son to just queue up at the Singapore counter. After the officer finished checking my passport then she sarcasticly said to the other female officer that "even a 6 year old kid is brave enough to check in alone". Wow, is this how Malaysia Immigration recruit and train their staffs? To be rude and sarcastic with people? To use the uniform and think they have power and tarnished its name? If we were not allowed to check in the passport together then make sure it was never allowed before, not today can then tomorrow cannot. I know that she can actually process our passport but lazy to do so. I am totally disappointed with your officer and deserve an apology from her. If she do not care about her job then please give it to someone else who's willing to work and do their job politely and properly. I have heard so many stories from so many friends that most of Johor Bahru immigration officer is rude but I never once experienced it not until 3rd Dec 2023. Totally dissapointed and unacceptable behaviour.

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!

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 us to go through with my husband.I have explained that I'm currently pregnant need to go for body checkup for tomorrow,the officer say to my husband body checkup for tommorow why cannot queue.After that i finish scan my passport when i go out that counter 3 is malay man and counter 4 malay lady their talk about us at the counter then Laugh over there. You can turn around and say, if I'm the officer over there, what will you do if you are that pregnant woman?What kind of attitude is this as an officer in CIQ?



This priority lane introduced should be helping who really in needs as per the notice board for pregnant women, elderly and OKU to pass through. But as a Malaysian, we were treated unfairly. It's already a hard day of work in Singapore, and the officer still giving a difficult time to us.

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 on her name tag), does not allow us to go through, and she increases her voice toward us and shout at us and continue to say numerous times "tak larat nak beratur ke". I have explained that I'm currently pregnant and cannot stay for long. She also keeps questioning me when is my due date. which I have already told her that I'm giving birth in next Jan. She also yelled at us and said "Ada issue ke! Ada issue ke!" what kind of attitude is this as an officer in CIQ?

This priority lane introduced should be helping who really in needs as per the notice board for pregnant women, elderly and OKU to pass through. But as a Malaysian, we were treated unfairly. It's already a hard day of work in Singapore, and the officer still giving a difficult time to us.

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.

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 rude way asking me to move aside because he wants to see my baby face. I was already unhappy he did that. You kept quiet. After doing that, he told off my husband about not suppose to use phone and was not very nice after asking me to move aside. So I asked him to speed up because firstly he was already very rude and secondly I have a baby that I need to take care of at that point. I’m not sure why is he acting very very unprofessional at work. He was at the family lane and it was suppose to ease the queue but instead it was trouble that he is giving. After chopping my passport, he took my passport away and pass it to another counter, complaining to another officer that I was rude. I had to go all the way to another counter with my son that I have to deal with and they are giving me a very inconvenient time by making me going through all this. The Lady officer by the name of Insa, saw that I was with baby and my baby crying. She saw my baby crying and when I asked how long will all this take because my baby is crying. She replied “Your baby is okay what?” Clearly being very very unreasonable and not understanding at all. There is now a Log number on my passport which I have no clue what is it about. The officers are being protected with rules, shouldn’t we be protected as well? Why can the officers give such a disrespect attitude and if we give the same, they made the story as if we are the one that is rude. There has been so much cases with officers being extremely rude and got away with it by purposely making us wait so long just to get our passport. This has to be address because more and more is happening. Please do something about it and especially the officer is on a priority queue it is meant to ease the queue, not to have irresponsible officers trying to find problem. Please help to resolve this issue because it is very serious especially people with young kids.

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 counter. I do understand that they, immigration officers, were trying their best to do their job. however, tourists come to your country with intend to spend and enjoy their agendas and willing to pay a lot of money for the services given in Penang. For me and my family, we prefer to go to Penang for Medical checkup down to Facial Treatments, even if we pay twice more expensive than in our country. Honestly, we even invested an apartment there so that we could come back anytime and relax. i’m sure tourists’s contributions matters to the economic of Penang. All I’m asking is to at least provide us with a good attitude. Tourists are hard to control but the guidance from you is needed to.

To whom it may concern, thank you.

I really hope the immigration department is taking this into a consideration.

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.