Penang Immigration Department Investigates Claim of Passport Renewal Denial Over Language

The Penang Immigration Department is investigating a claim that a local woman was denied passport renewal for not speaking Malay.

According to reports, the woman's son alleged that staff at the Penang Immigration counter refused to renew his mother's passport because she could not converse in Bahasa Malaysia.

Immigration Director-General Datuk Ruslin Jusoh clarified that immigration officers are not permitted to reject passport renewal or first-time applications solely based on the applicant's proficiency in the national language. "Officers can conduct random checks from various aspects to verify applications, but these checks are expected to be carried out in a professional and courteous manner," Ruslin stated.

Ruslin confirmed that the customer in question had successfully renewed her passport and collected it from the UTC Penang office on April 22. He emphasized the Immigration Department's commitment to providing excellent service to customers and the importance of officers adhering to the Standard Operating Procedures (SOP) set forth by the department.

Why this matters: The incident highlights concerns over potential discrimination and the need for fair treatment of all citizens, regardless of their language proficiency. It also underlines the importance of clear guidelines and training for government officials to ensure equitable service delivery.

The Penang Immigration Department director, Nur Zulfa Ibrahim, confirmed that the officers involved in the controversy have been reprimanded. "The Immigration Department is committed to providing good customer service and reminds officers to assist customers according to the standard operating procedure," Ruslin reiterated. The department's investigation into the claim is ongoing to ensure that proper protocols were followed and to prevent similar incidents from occurring in the future.

Key Takeaways

• Penang Immigration probing claim of passport renewal denial over lack of Malay proficiency.
• Immigration DG clarifies officers cannot reject passport applications solely based on language skills.
• Passport applicant successfully renewed her passport after initial issue, officers reprimanded.
• Incident highlights concerns over potential discrimination and need for fair treatment of all citizens.
• Immigration Dept. committed to providing good customer service and following standard procedures.