Malaysians Share Their Passport Renewal Experiences And They're Mostly Not Great
"My mum, sisters, and I had to queue for about seven hours," a survey respondent said.
By Alia Kamelia — 26 Oct 2022, 03:05 PM
As most countries have reopened their borders for tourists, Malaysians have started preparations for travels
With that, many have needed to renew their passports, which have either expired before or during the COVID-19 pandemic. Since then, procedures have changed and those who are looking to renew their passports need to do so online.
SAYS ran a survey recently and found that a lot of Malaysians were not aware that they needed to bring along a printed official receipt of the payment, their expired passport, appointment slip, and National Registration Identity Card (NRIC) or birth certificate before visiting the immigration office.
To get a better insight into how the passport renewal experience actually is, we asked Malaysians to share their stories. These respondents had a difficult time during the process:
1. "The officer on duty said 'pergi lah ambik cuti' with an arrogant and annoyed tone and facial expressions"
Which part of the online renewal passport application did you have trouble with?
Thumbprint error which meant that we needed to visit an immigration office.
Tell us your experience in detail:
I got an email from immigration that I have a problem with my thumbprint and need to visit the office for further action. When I went, they said the queue numbers were finished already and that I needed to return the next morning when I had class as early as 8am. The officer on duty said 'pergi lah ambik cuti' (go take a leave) with an arrogant and annoyed tone and facial expressions. I was like huh, is that your manners? Totally unsatisfied.
How would you rate your passport renewal applications?
Both online and face-to-face renewals are difficult.
2. "My mum, sisters, and I queued for about seven hours"
Which part of the online renewal passport application did you have trouble with?
Immigration office visitations (Line-ups, queue numbers, service etc.)
Tell us your experience in detail:
This was right after it was announced that we can renew our passport face-to-face. My mom, sisters and I left the house around 6am because we live far away from the Urban Transformation Centre (UTC). We reached at 7am and there were already so many people literally squeezing and pressing themselves against the glass door, waiting for it to open.
Everyone was pushing each other recklessly. I saw a few older women and kids getting pushed, which is brutal. When they opened the doors, everybody ran, LIKE SPRINTED to the place. That UTC was in a mall and it's so small. The queueing place is not ideal at all. It was a long queue. My mum, sisters, and I queued for about seven hours.
Each of us took turns and had food. After we reached the front, the immigration officer came and said that the line we were standing in was for those who applied online and came to collect their passports. That wasn't the case for us, as we came to straight away apply and collect our passports.
They didn't segregate the queue properly and there was no sign that indicated which queue is for which. So we couldn't collect our passports on that day because there were still hundreds of people queueing up and waiting. God knows how long they waited. Plus, the officers were screaming at my sister and I and pointing her fingers at us. This is considered as an assault. I know it because I'm a law student. So we basically queued up for seven hours, got assaulted by an immigration officer, and left without passports.
How would you rate your passport renewal applications?
Both online and face-to-face renewals are difficult.
3. "Seems like having an online system is useless if we still need to head to the office and re-do the entire process like last time"
Which part of the online renewal passport application did you have trouble with?
Thumbprint error which meant that we needed to visit an immigration office.
Tell us your experience in detail:
My thumbprint and photo got rejected, so I decided to go straight to the immigration office to get my photo retaken as I heard from others that's what they do anyway, even if your photo is approved. I arrived at about 4pm and was told there's no more queue numbers for passport renewals because I needed a new photo. I was asked to come again the next morning.
The next morning I arrived at around 8am and had to queue outside the office until 9.30am when I was able to enter the actual office. Had to queue again for about 15 minutes to get a queue number. Once I got my number, I was around number 60 and they were currently at number 30. Had to wait for two hours for them to process those before me until they finally called me at 12pm. They took my photo and thumbprint, and told me to wait for 45 minutes until I could collect my passport.
At exactly 12.45pm, I collected my passport and got the hell out of there. Seems like having an online system is useless if we still need to head to the office and redo the entire process like last time. Hopefully, once my passport expires in five years, they'll have fixed their system.
How would you rate your passport renewal applications?
Both online and face-to-face renewals are difficult.
What tips and tricks helped when settling your passport renewals?
Remember to print your receipt of payment otherwise they won't entertain you and will send you back. Bring your old passport too.
4. "To defend himself, he told me he 'didn't remember my face' even though I knew he was on duty since the morning shift"
Which part of the online renewal passport application did you have trouble with?
Immigration office visitations (Line-ups, queue numbers, service etc.)
Tell us your experience in detail:
I had applied online, but was informed to visit an immigration office due to thumbprint error. I got up early that day at 6am to go to the immigration office in Wangsa Maju before it opened at 8am. When I arrived, the line was already long. Once I was at the counter, the officer, whose name was Hafiz, told me to print out the receipt at a nearby printing store and I had to restart my queue all over again.
The second time I got to the counter, the officer told me that the thumbprint application is only available at 2pm. When I returned and queued from 12pm, they announced the queue numbers were finished at 2.30pm. I asked the officer what I should do since he's the one who told me to return at 2pm and he scolded me saying I should have queued since 12pm, which I did, as instructed by him. To defend himself, he told me he 'didn't remember my face' even though I knew he was on duty since the morning shift. Meanwhile, the people in front of me in the queue had come for two days but still didn't manage to get a queue number.
The next week, I went to the immigration office back in my hometown in Melaka, and the security there was informative and provided solutions for everyone. It was a smooth process and I managed to receive my passport in less than two hours.
How would you rate your passport renewal applications?
Face-to-face renewal is easier than online renewal.
What tips and tricks helped when settling your passport renewals?
Don't waste your time renewing your passport in crowded immigration offices. Every time you face an issue with the person at the counter, do remember to take note of the person and their identification number just in case. If you experience bad service, they provide a feedback survey on their website, although I'm not sure if it even impacts anything.
5. "If the system is faulty, fix that first. Don't trouble us."
Which part of the online renewal passport application did you have trouble with?
Thumbprint error which meant that we needed to visit an immigration office.
Tell us your experience in detail:
When I put in my application to renew my passport, I assumed that it would be a smooth process as there would already be a record of my old passport in the system. After two to four days, I got an email requesting that I visit the issuing passport office because there was problem with my fingerprint. When I went to the office, they said that it is a general statement because of problems in the system, which I think is absolutely ridiculous. If the system is faulty, fix that first. Don't trouble us.
How would you rate your passport renewal applications?
Both online and face-to-face renewals are difficult.
What tips and tricks helped when settling your passport renewals?
Doing it online is still easier instead of spending time at the immigration office. It truly comes down to the system itself.
6. "Don't know who to contact and truly in the dark about the status"
Which part of the online renewal passport application did you have trouble with?
The online form.
Tell us your experience in detail:
Submitted the form and paid online five days ago. Have not received a response or any kind of confirmation via email. Don't know who to contact and truly in the dark about the status. Can't go to Jalan Duta office in person as it states online that you must receive an email from them first before you can go to the office to collect the new passport.
Communication must be improved. Email must be sent to the rakyat within a fixed number of days informing whether application is approved or rejected, so the rakyat is not waiting in the dark.
How would you rate your passport renewal applications?
Face-to-face renewal is easier.
7. "I came to the immigration office at 3pm the same day, and by 5pm I got my passport"
Which part of the online renewal passport application did you have trouble with?
Thumbprint error which meant that we needed to visit an immigration office.
Tell us your experience in detail:
I applied online at 11am. However, due to the thumbprint error, they required me to come to the immigration office to rectify it. I came to the immigration office at 3pm the same day, by 5pm I got my passport. Overall, very fast and good service.
How would you rate your passport renewal applications?
Online renewals are easier.
What tips and tricks helped when settling your passport renewals?
Apply before 12pm online if you wish to get the application process done faster and increase your chances to get your passport the same day.
8. "The only confusion I had was figuring out which line to queue up during collection"
Which part of the online renewal passport application did you have trouble with?
Immigration office visitations (Line-ups, queue numbers, service etc.)
Tell us your experience in detail:
My experience of getting my passport renewed online was a smooth sailing one. The only confusion I had was figuring out which line to queue up during collection.
I queued in the normal application line for a good 15 minutes before I overheard an auntie who shared that those who did online application can go and collect their passport directly. Wish there was a clearer signboard to indicate that.
How would you rate your passport renewal applications?
Online renewals are easier.
What tips and tricks helped when settling your passport renewals?
Check or ask around to ensure you are queuing in the right line. Remember to bring along the receipt, original passport, and NRIC when you collect your new passport.
Even though online renewal applications are supposed to make the passport renewal process easier, the execution of the system is still not standardised
From complications with the online form or website to horrible experiences with immigration staff, the passport renewal process for Malaysians are generally less than amicable.
In a report by Free Malaysia Today back in April, the Malaysian Immigration Department (JIM) had technical issues, which left many Malaysians applying for passport renewals stranded. Meanwhile, The Star reported that many of those who did online applications expressed frustration over having to still visit an immigration office for certain procedures, completely nulling the point of having the online renewal option.
In terms of online renewals, the system in place is effective in theory. However, most immigration offices still have poor execution with the lack of separate lines for online and walk-in, no clear instructions on who is allowed to walk-in, no email updates most likely due to a system glitch, and unsatisfactory service from immigration staff.
While the issue with long lines and queue numbers running out may be localised to high density areas, it still shouldn't be expected for the rakyat to travel to a different lower-density state solely for passport renewals.
