Pejabat Menteri Besar Johor — Attraction in Iskandar Puteri

Complaint Regarding Unpleasant Experience at Immigration

Dear Head Officer,

I am writing to bring to your attention a concerning incident that occurred during our recent visit to immigration.

During our first time at immigration, we had a very unpleasant experience with one of the officers. The officer in question was rude and aggressive towards us, which left us feeling uncomfortable and disrespected. Despite our compliance with the usual procedures of presenting our passports and waiting for our names to be called, the officer demanded that we put down our phones in a harsh and aggressive manner.

Instead of providing clear instructions in a polite manner, the officer continued to argue and escalate the situation, eventually insisting that we park the car and follow him to the office. This unexpected turn of events was particularly distressing as we had already been stuck in traffic from Singapore to JB since the weekend.

Furthermore, we were made to wait from 13:30 to 14:37 by Puan Aishah and she don’t remember what was the officer name who brought us to office without and she also not wearing name tag, and they didn’t give any explanation or consideration for our time. The officer's repeated instructions to wait in an angry tone, accompanied by pointed fingers, only added to the unpleasantness of the encounter.

I understand that officers have a responsibility to maintain order and security, but I believe that this can be achieved without resorting to rude and disrespectful behavior. I kindly request that appropriate measures be taken to prevent such incidents from recurring in the future.

Thank you for your attention to this matter. I look forward to your prompt response and...

Sorry, but this is based on my many observations in the second link, especially during periods of heavy congestion.

The passport processing rate at the Malaysian counters is extremely slow — it feels like the combined output of four counters in Malaysia is equivalent to just one counter in Singapore. We are barely moving in the queue.

Although there are six counters in a row, usually only three or four are open, even during peak hours or when traffic is very heavy.

Hopefully, there will be improvements soon. We really need to be more efficient. Singapore has already implemented QR code scanning for immigration, while we are still relying on physical passport checks. The VEP system is also frequently down — why is that still an issue? The VEP system that we implemented, supposing to essentially congestion is causing...

The Johor Chief Minister's Office. Very well maintained, clean and beautiful interior. Friendly and polite staff....