Malaysian Immigration Officers Cannot Reject Applications Based on Malay Language Proficiency

The Malaysian Immigration Director-General, Datuk Ruslin Jusoh, has stated that immigration officers are not permitted to deny passport applications solely based on the applicant's proficiency in the national language, Malay. This statement was made in response to reports that a woman's passport renewal was allegedly refused because she could not speak Malay, an incident that gained attention on social media.

Ruslin clarified that the customer in question had successfully renewed her passport and collected it from the Urban Transformation Centre (UTC) in Penang on April 22, 2024. He also stated that officers conduct random checks from various aspects to verify applications, and these checks are expected to be carried out in a professional and courteous manner.

Why this matters: The incident highlights the importance of fair and equitable treatment of all Malaysian citizens by government agencies, regardless of their language proficiency. It also emphasizes the need for clear guidelines and training for public servants to ensure they provide services without discrimination.

The Immigration Department is committed to providing excellent service to customers and has reminded officers to assist customers according to the standard operating procedures. "The department is always committed to providing the best service to customers and has always reminded officers to treat customers according to the department's Standard Operating Procedures (SOP)," Ruslin said.

Ruslin reiterated the department's commitment to excellent customer service and emphasized the importance of adhering to the established standard operating procedures. The immigration officers involved in the controversial case have been reprimanded, according to Penang Immigration Department director Nur Zulfa Ibrahim. The department aims to ensure that all Malaysians, regardless of their language abilities, are able to access essential government services without facing undue barriers or discrimination.

Key Takeaways

• Immigration officers cannot deny passport renewals based on language proficiency.
• A woman's passport renewal was allegedly refused due to lack of Malay skills.
• The Immigration Department has reprimanded the officers involved and committed to fair service.
• Clear guidelines and training are needed to ensure non-discrimination in public services.
• All Malaysians should be able to access government services without language barriers.