KUALA LUMPUR: Immigration officers are not permitted to reject applications solely based on the applicant's proficiency in the national language.
Immigration director-general Datuk Ruslin Jusoh said this in response to reports that a woman's passport renewal was allegedly denied because she could not speak Malay.
This incident, which gained attention on social media, occurred at the Urban Transformation Centre (UTC) in Penang.
Ruslin in a statement today said the customer in question had successfully renewed her passport and collected it from the UTC Penang office on April 22.
However, he clarified that officers conducted random checks from various aspects to verify applications.
He added that these checks were expected to be carried out in a professional and courteous manner.
Ruslin also reiterated the department's commitment to providing excellent service to customers.
He emphasised the importance of adhering to the Standard Operating Procedures (SOP) set forth by the department.
