Immigration Department Of Malaysia
Reviews and Complaints

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.

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.

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.

I am Pakistani National and I have applied visit visa for myself and family online through keymalaysia.com with reference EV10213278PK on 20 OCT 2022. I have paid amount in full.

Since then, no one is responding to my query or mail. My visa has not been approved yet. I have canceled my booked tickets due to this delay. Can you please help me through this.

Thanks

Jamil Kareem

abu.hafsah.[protected]@icloud.com

[protected]

[protected]

dated 4th Sept 2022, between 5pm to 7pm at counter no.6, the lady officer named Nazliah is scrolling her phone while performing her duty at the immigration counter check. Her checking service was so slow yet she is on her phone while checking passports.

It is very disappointing to have this service in Malaysia which wasted a lot of time in the queue.

The wawasan 2020 has been overpromised and disappointing.

Hello, I finished passport renewal at 07.05.2022 12:31am (choose pick up passport location is canberra australia), I received autoreply mail at 15.06.2022, the content is my passport application has been rejected because not follow the required terms and condtions. So I message high commision of malaysia canberra via facebook messenger. He said bridging visa holder can't renew passport online (I am bridging visa holder, I am waiting my new passport for student visa application). But I email he and ask consulate general of malaysa melbourne. He said if you have a coe, school confirmation letter most probably you will be able to renew your passport (these documents I already sudmited in passport renewal application but high commsion of malaysia canberra unacceptable them. So I request full refund from this passport renewal application but he refuse, I said double standard and then he blocked me immediately. This service attitude I really unacceptable, I hope I can get back full refund (rm200) asap, thanks

I was last granted a Spouse Visitors Pass to enter Malaysia in July 2020, during my stay I applied for a Long Term Visit Pass but during this period, due to COVID, all appointments were cancelled. I am a ships Captain and had to return to work at sea, before being able to be granted a Long Term Visit Pass. I have applied three times for the issue of Spouse Visitors Pass, twice I was refused. I have applied again and submitted all the required documents but I am afraid that if I am refused permission to enter again it is going to seriously affect myself and my wife's marital situation. We have now been apart for 15 months. My salary is fully paid into my Maybank account, I also have full medical insurance. On numerous occasions my wife has tried to contact the Immigration department but has only ever managed to talk to customer service. She has been given various names, and phone numbers, of Immigration Officers but no one has ever answered the phone. Being a Seafarer makes it difficult to plan visits to see my wife, We have lived together in Malaysia during my leave periods for almost 20 years and as far as I am aware I have never broken any laws and always had sufficient funds to support my wife. I had even stayed in Ireland previously when the UK was on the Malaysian Red list but was still refused permission.

Hi
I went to Malaysia in a 3 days holiday from 12 to 15 December 2019. I arrived at Kuala Lumpur Airport on 12 December at 6:45 pm by Malaysian Airlines Flight MH122. I was accompanied by my wife, my 10 years old daughter and 7 month old son. We went to immigration counter at about 7:30 pm. The Immigration officer's name was Adam. We gave him 4 passports. He did immigration first of my daughter and wanted her to stand outside the immigration desk. I told her that we are a family and my daughter is only 10 years and if my immigration is done we can go together. The Immigration office started using rude behaviour and told me abusively that this is not your country. He informed that the law in Malaysia is to do immigration one by one. I told him that my daughter is a minor girl and I can't leave her alone but he wanted to take us in his office. After a long flight from Sydney with one kid and one infant we were too tired to go to his office and I agreed to do the immigration one by one leaving my daughter alone crossing the immigration desk and waiting alone. My daughter was so scared by the abusive behaviour that she was crying alone there. We spent a fair bit of time in the airport before going to hotel. My daughter was crying the whole time due to the incident. I was so upset that I decided that I will never come back to Malaysia again but during my three days holidays we met some wonderful people in Kuaa Lumpur that changed my perception and I would like to visit again.

My query is - is it a law that a minor girl of 10 years old to do immigration alone, not with Father or Mother? If yes, that could have been explained politely, not in a rude and abusive behaviour.
I do like that my complaint is reviewed by the relevant authority and the result of the review and any action is shared with me. My email is .
Kind Regards
Shamim

I wish to complaint against a very rude Custom officer name Fadhilah
Myself plus my 2 daughters, my son in law and my grandson was entering JB on 11 Nov 2019... and we were attended by the said officer. Me and one of my daughter was holding our handphone. She shouted out at us ... Eh handphone kau tu simpan eh!
Is it necessary for her to shout? So rude!

Traumatic experience at JB immigration customs today which almost got me kicked back to Singapore.

After I gave the officer my passport, my mum sent me a text which I just glanced at before the officer told me not to use it. So listening to him, I off my phone and held it and waited for my passport to be returned.

Suddenly the officer raised his voice screaming damn loudly asking "DO YOU WANT TO GET YOUR PHONE CONFISCATED". My phone screen was black at that point since I wasn't even using it (but he assumed I was still using it because I was staring blankly while waiting) So I gave him a shocked and confused look saying 'Huh? But I'm not using my phone, you said don't use so I turned it off? ' Then he stood up and slammed his hands on the table, hit the glass shouting if I didn't listen to him he doesn't want to chop my passport and ask me go back to SG (all the while shouting, not once a nice proper conversation like a well bred man)

Then he forced me to follow him to a side door which leads to the way back to Singapore and ask me to get the hell out. At that point I felt so wronged so I explained again that since he asked me to not use my phone I didn't and turned it off and placed it in front of me on the counter. He then kept shouting and pointing his finger into my face saying that he doesn't like me to talk back to him (when all the while he was the one shouting and making a scene while I was just talking at a normal voice)

I was too traumatised to get his name but he was a young malay guy not tall (quite short) with side sleek combed hair. Looks friendly at first but looks are definitely deceiving.

My wife and I arrived at Penang Int'l airport on 24th June 2019 on Air Asia flight AK1722 from Singapore which arrived at 1505hrs. We weren't happy with the mannerism of the Immigration officer in booth 13 or 14. She was a slim built Indian lady.
We were ushered forward by the officer by using her index finger (like a hook) as though we were kids who had done something wrong. Please note that we are both retired and in our sixties.
There was no verbal communication between us. She just pointed to the camera and also to the finger printing machine. We tried having a conversation but to no avail.
Please note that I studied in Alor Star back in the sixties till 1970. I can speak Malay, Tamil and English.
This isn't the way to treat a traveller who has flown from London to visit my friends and relatives in Malaysia.

We came back on the 8th of July after a short break in Malaysia, arrived at KL airport and the service there by the immigration officers were great.

We both were deeply offended and annoyed by the treatment we received at Penang International airport on our initial visit to Malaysia.

Mr & Mrs Tarumarajan
[protected]@gmail.com

I had a bad experience with Malaysian immigration( malacca) who treat very bad with foreigners. There is all officers are some. They are abusing and beat the foreign. Even all bad officer known about this but onbady take action. The comp machap umboo is very bad it's too. If some one not feeling very they not give madition to us.. it's infections on baby

Hi I applied for an E-Visa with IVISA.com and was rejected without a reason. I have re-applied and was told that it would take 48 hours for my visa to be completed. My visa was directed to the Malaysian embassy in Nigeria on Monday 8th July at 2am. Today is Wednesday and it's 1300 hrs and still not heard anything from the immigration.
1. there was no reason for my visa to be denied as everything was present when applying.
2. the holiday is completely paid for and I am supposed to fly out tonight for a family re-union as family members from all over the world will attend.

Could some one please get in touch with me or help me as I am desperate. I am a lecturer and have taken a special leave to attend this family function. The services of the Malaysian Immigration have not to any one my emails

Please help

Hi Sir,
This is Rahul varma, I am working in Malaysia from past 4 years. I have invited my relative to visit me, when he is applying for a evisa I gave him the invitation letter as well, they considered it and approved the visa, after his arrival immigration officer denied his entry into Malaysia without any enquiry. I am really feeling bad on this process. He is 23yrs old and his name is JUMPANA RAJA MANI TEJA.
He is an IT employee in India and this kind of treatment is very bad and I have a complete respect on Malaysia that they will do the perfect justice, it may be a small issue for you to put him in immigration room for two days without any contact, but we all our family are feeling pitty on this process which is never expeceted, when he applied for the visa, they asked for the letter and I gave a invitation letter that I will be shouldered all his responsibilities in his compete stay, without enquiring the inviter or without enquiring anything how these officers will take the decisone and deny him for the entry, I am working hard for the local malaysians for their digital improvements but I am facing these kind of issues for inviting my family.
He is already facing problem in KLIA2 with the immigration from (11/05/19)How come you all take decisions without any legal enquiries if you approve the Visa with my invitation letter.
Better go and catch the criminals, instead of blaming innocent people.

Looking forward for changes, I don have any chance now to resolve my issue.

Thank you.

Regards,
Rahul Varma

I am a master of segi university, my passport is e11967513, my name is wu yuntao. I was applying phd course in segi and the visa appliocation stuck in 30% because I am told there is a active pass application in system, I explained my staff international office and emgs in malaysia, there is just a active pass about my master in segi.
I need register new phd semester before 10th may 2019. Please help and check.
(we regret to inform you that we are unable to proceed with this application as the immigration department of malaysia system shows an active application linked to this passport number (reference no: bvp/stu/14042/hkaln4113102 11/10/2018). The institute is required to cancel the active pass and revert to emgs with supporting documents showing that the earlier application has been cancelled.)
Urgent!

Hi Team,

Let me explain you the incident, We (Myself and spouse) boarded the flight from Melbourne to Bangalore routing KL international airport. We deboarded flight in KL on 30th March 2019 8:06 pm local time and took Skybus to gate 2 (G2) as per the schedule we reached G2 and placed our belongings in the tray and successfully completed the security check for our flight MH0192, "Here we picked our jackets, spouse shoes, two handbag" but we missed to pick up our camera Nikon DSLR (black bag). Please find the attached boarding pass of myself and spouse. If not at the security check we were waiting in the waiting area before boarding flight. And also flight attend promised me that she would assist the team to help to find my camera. I request you all to please go through the CCTV footage and try and find out the camera I had browed from my friend for the trip. Kindly treat this as a priority issue and do the needful.

Thanks,
Pramod BR

I was going home with my disabled sister and her husband today 19 JUL 2018 . on SV 835, my sister is on wheelchair and it was booked from reservation . We always travel to Malaysia this is the first time we have encountered such a poor attitude and very rude immigration staff .the wheelchair and the accompanied family should check through fast track counters too for humanitarian purposes obviously, it's know around the whole world.
so we and my sister was led by the wheelchair porter, to a fast track immig counter. so no salam alikum or hi, he just shouted only wheel chair, the other goes with the norm in meaning . or let me rephrase it in malay "kereta sorong saja, kalau macam tu semua orang tolak wheelchair je!" in a very rude angry voice, i respected that this is malaysia and i have to be a good tourists. and i believe that Malaysians are not like this. they are better than this, this kind of public officers should be shame on Malaysians.
so my poor sister had to wait for us finishing the long line for aporx. 45 min .
now you tell me is this right? what if she needed something and i am stuck in q.

notice : i hold the right to keep all documents and recordings for my usage against your officer and will be using it in a court of law if response not received.

dear sir,

I would like to complain about some Vietnamese girls which holding fake student pass and fake document to work at PINK PUB which near Jalan Banda 17 at Kalau Lumpur Puchong. These girls stay at Unit A-9-2 Kinrara Condominium, Jalan Mas 1, Bandar Kinrara, 582000 Kalau Lumpur.

This house was rent by a man who named Hoh Leo Wai and one of the vietnamese girl named Ho Nhu Thuong. Total there's four Vietnamese girls and two Malaysian men. Suspect they taking drugs inside this house.

I have informed the owner of this house since earlier on but she didn't take any action. Please take note that the vietnamese girl named Ho Nhu Thuong will be going back to Vietnam soon and she will bring some other Vietnamese girls come back to Kalau Lumpur to work again. Hope the police & immigration of Kalau Lumpur will do something and take action as soon as possible.

Thanks with gratitude.

Confucian Private School
To CARL ROE Mar 27 at 2:21 PM
Dear Carl Allan Roe,

I have received the signed copy of the contract letter, which confirms your agreement to the terms and condition of this job offer. You may arrive here in Malaysia one week before your starting date.

Concerning your Malaysian complete working documents and flight ticket, contact the Malaysian Immigration Consultant office in Kuala Lumpur to process your two years working visa, Malaysian teaching certificate, National Id card, Insurance/Tax clearance and flight ticket.
Below is the Immigration office contact details; all your documents will be processed in Kuala Lumpur and the Immigration office will send it to you via courier delivery company.
Malaysian Immigration Consultant
Email: [protected]@ fastservice.com
Mr. Mansur Jugal Kishore (Head of Immigration Office)
Do not hesitate to contact me if the Immigration office needs any information or document from our school.

We do not have dressing code, modest dress would be highly appreciated. Our School Management will provide all the materials and textbooks you need to teach our students. You will receive all the materials, textbooks and timetable when you arrive in Kuala Lumpur, Malaysia.

i am afrequent visitor to Malaysia;when I purchase bank certificate of profit on 9th of January;profit is given on next 9th.
I entered Malaysia on 9th of july and was stopped from boarding the flight as my visa was expired as per their version.i was forced to go to Putrajaya to pay for 100myr fine.i spent two days in hotel and got another flight on 12th.
the return ticket was shown to officer at port of entry.
the two days costed me myr 900 in hotel, transportation and mental agony was extra.All countries takes overstay fines on airports.
that's why, malaysia is not getting as tourists like Singapore and Thailand.