Monday, 28 December 2009

Immigration Department of Malaysia- PASSPORT RENEWAL

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I googled, found and browsed the Immigration Department of Malaysia official website to check the procedures to renew my expired passport.

I noted and prepared the requirements for renewal being One colour-passport size photo, a copy of Identity Card and the renewal fee at a discounted RM100 for 2 years. The normal fee was RM300.00.

I noted the Opening Hours for passport renewal at 7:30am and arrived at Pusat Bandar Damansara at 7:20am but had to find P4 basement car park for Visitors parking which took me another 10 minutes and another few minutes to arrived at the Immigration Department entrance by 7:36am.


There were approximately 26 people queuing to use the "Kiosk Pembaharuan Passport" or KIPPAS (Passport Renewal Kiosk). Peeping through the KIPPAS glass door, I saw 4 Kiosks available. I am quite excited to experience this latest technology but while queuing, two of the Kiosks fell sick and refused to work.

With only 2 Kiosks operating, it took 32 minutes of queuing but I was amazed at the speed of the Kiosk. At the Kiosk, I was first asked to select a preferred language, insert my passport at the passport holder, insert my MyKad Identity Card, then removed both the passport and MyKad Identity Card before inserting the expired passport into a pre-prepared enveloped together with a photo and photocopy Identity Card. I slot RM100 note as payment and the Kiosk print-out a slip to complete the transaction within less than 5 minutes displaying time paid as 08:10:15. The new renewed passport can be claim on the second floor at counter 17 said a very friendly and accommodative immigration officer whom were there to assist all users.


The Slip displayed the passport-collection-time in line with the "Piagam (Charter)" 2-hours collection at 10:11am.The "Piagam" written in Malay is translated as "Application for Malaysia International Passport will be ready in 2 hours upon payment made". I was very pleased with the Kiosks and more upon reading the "Piagam" below that was on every corner of the office.



I went and had four half boiled eggs, Tosei and Nescafe tarik at Restaurant Ali Maju opposite the Immigration office.



2 hours later at 10am, I went up to the 2nd floor and was given another Queue-Slip with a number 9020 and was asked to wait at counter 15, 16 or 17.

Amongst the many "Piagam"-International passport will be ready within 2 Hours upon payment" posters, there lies a smaller contradicting poster that reads............


(Queue Slip will be issued only after 2 hours of payment)

It does gets confusing with two contradicting posters. One poster displayed the 'International passport application will be ready within 2 hours upon payment' and the other small poster reads out the 'Queue-Number will be issued ONLY AFTER 2 hours of payment'............ but I waited patiently for my queue with a few hundred others....

It gets more confusing when the Queue-numbers are jumbled-out and being called without any consistency. At first it was 8016, then 8043, 9015, 9022, 8030, 8048, 9010. 9022... etc etc etc....

At 12pm.. after 4 hours of total waiting and 2 hours since I was issued with the Queue-number, I approached the Counter 16 to inquire.

"Madam, I have been waiting for 4 hours since 7:30am and its been 2 hours since I was issued the Queue-Number, can you check the status of my passport?" I asked.

The Lady Officer at Counter 16 was very friendly, she smiled and said, "Sir, please pass your Identity Card and the Que number to my colleague at Counter 17, he will be able to assist you".

I was pleased with her response and I went to the next counter (Counter 17) and spoke to GANESH KUMAR.. I inquired, "Excuse me Sir, I am grateful if you can check the status of my passport.. I have been waiting for 4 hours since 7:30am"

Ganesh replied abruptly, "We can follow-through if you submit via the counter but since you submit using the KIOSK, IT WILL TAKE LONGER!! NO POINT IF YOU WANT TO BE MAD OR ANGRY, you have to wait for your number!!!"...

I was shocked at his reply. "I am not angry (though now abit upset with his tone), I only want to know the status of my passport since its been too long (from the 2hour-Pledge/Charter and the lady in the next counter said to pass you my Identity Card for you to check", I explained nicely with a controlled temperament.

"I have waited 4 hours since 7:30am, and 2 hours with the queue-number. I thought Immigration PIAGAM was 2 hours upon payment made?" I added and asked.

Ganesh replied, "That Piagam is piagam la, nobody follows. You want to compain, you complain la, there is a procedure to complain. If you submit your passport renewal at the Counter, we can assist but now you have to wait for your number, there is nothing we can do".

Now I am upset but controlled my temper to avoid any unwanted scene but repeated to Ganesh, "Please check the status of my passport, here is my Identity Card".

Without any smile and a frown facial expression, he took my Identity Card and keyed-in his computer and said, "Your passport has been processed. Please wait for your number to be called". Ganesh passed back my Identity card without even looking at me and left the counter.

I took my Identity Card and waited for another 30 minutes before my number was finally called at Counter 15. At that counter, the officer was friendly and smiley, he asked me to signed a form before electronically verified my thumb-print.

Except for Ganesh Kumar whom was not accommodative, unfriendly without any smile, all other officers were very friendly and understood the public's outcry with the inevitable long waiting period.

The Piagam for 2 hours delivery for International passport should be removed and replaced with a more pragmatic timing that will not give any false or unnecessary expectation.




When the Immigration Department pledged delivery within 2 hours, it should be delivered as promised!

I was expecting a whole day affair at the Immigration department and would have been pleased to get my renewed passport before lunch at 1pm without the PROMINENTLY DISPLAY OF THE PIAGAM! The Piagam had given an unnecessary expectation. Infact, upon reading the Piagam, I have even informed my office that I will be back by 10:30am...... presumably true if the passport was ready in 2 hours.

A word of advice to all... The Kiosks takes a longer processing time.. USE THE COUNTER!

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7 comments:

  1. OMG!! At least I know now.. I was planning on going to renew my passport since it's going to expire.. Thanks for the heads up, armin.

    ReplyDelete
  2. Ana,
    as per what was advised by Officials at the Counter (contrary to people's belief), the submission at the Counter is faster than the KIOSK.

    Use the counter.

    ReplyDelete
  3. :-0 what's bad service and rude of the person to talked to you like that! I think he needs to go for training to increase his service mind and improve his personality ><"

    But you are good brother that you still can control your temperature! you are the best!

    (^_^)

    ReplyDelete
  4. All it takes is one bad apple to spoil the entire renewal experience. I hope that idiot officer will be disciplined by now.

    ReplyDelete
  5. I am due to travel to UK on the 1-2 June, 2009. my passport was just recently renewed after the old one get full. Now i am having to face the same hussle of renewing a passport that has netiher expired nor gotten full. It is very inconveniencing.

    My plea is that the government should consider an open ended extension to those whose passports are still valid and have adequate pages. For me, it means having to redo my work permits into a new passport which is equally a tedious process here in RSA.

    i hope the governments can listen ! Augustine Mkandawire, Cape Town

    http://www.expresspassport.com/

    ReplyDelete
  6. Bro, sorry to hear your bad experience but i have to also correct this info a bit since anyone googling for this information will come across your blog like me.

    I actually had mine all done in 1 hour 15 mins from the kiosk to collection!

    I went to the new KDN office near Publika in Hartamas/Duta area. First of all, it's a nice clean new building that looks properly organized for once as a govt department. You can do your IC, Death, Birth, Marriage, Passports, RELA, Registrar of Societies, Foreign Workers etc all in one centralized place. Nice.

    The kiosk nearly didn't detect both my IC and Passport at one point but luckily the friendly staff helped me. I was surprised that the receipt the machine issued said queue to collect in 1 hour. Walked around the building to Registrar of Societies office as i had an enquiry to check and to the JPN office as i needed to get a new IC protective cover while waiting. Very comfortable aircond etc.

    Unfortunately, i went to PDB first thinking the kiosk was there after searching for information on this online. Was told they've all moved to new KDN Building. You are right, they really need to update their website and internet information.

    Nonetheless.. 1 hour later, i went to the counter, submitted my receipt, and got my passport in 5 minutes. I was actually anticipating waiting for a few hours after reading your article, and even planned to come back the next day to collect it rather than wait, especially since i only got there at 3pm but since the machine said 1 hour.. i thought, might as well wait lah.

    And yes, using the kiosk or using the counter.. same turn around time. Being the curious techy geek i am, i still was insistent on using the Kiosk. It all worked smoothly but that kiosk was extremely sensitive when it comes to detecting your passport, ic and thumb prints.. but after a few rounds, everything was accepted. So i guess it works as a deposit machine.

    Unfortunately, technology not so advanced to issue out a new passport all using the kiosk in a few minutes. I guess it's all part of their security measures.

    I saw a smiling Indian guy at the counter but didn't see if his name was Ganesh though. Hahahaha. Didn't notice any piagam notices also. Maybe they scared to put it up now after your article. Hahahahaa.. :P

    All the staff i dealt with, in the entire renewal process and walking around the building was helpful, courteous and friendly to me also. So all in all.. A good day. :D

    ReplyDelete
  7. JOhan Nasir.. Bro, yes thank you for updating the blog!! I have not had any other interaction or dealing with the Immigration department and do not have any other direct experience, hence why there was no update since.

    I appreciate your comment and sharing of your experience. Thank you bro. Do drop by my blog again.

    ReplyDelete

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