Embassy of the Republic of the Philippines — Local services in Kuala Lumpur

I am a Filipino citizen and unfortunately, I encountered a rude officer on 26th December. I was just standing there as I was reading a notice posted on the window and she rudely informed me that I should sit down as she has not even called my number yet. I was not even bothering her nor interrupting her work as I was only standing there just like others. She can ask me politely instead of being rude. In addition, it even says on the window that your officers are required to extend courtesy to all your clients. However, it clearly did not happen and it is such a big disappointment.

To be honest, her service or approach is a best example of mediocrity and lack of professionalism. I am an OFW and OFWs like me have a significant contribution to the economic development of our country. We are the modern unsung heroes and we deserve respect and decent approach from our own countrymen. Too bad she was not wearing a name tag because if she was, I would gladly drop her name.

Moreover, I just want to share my experiences in other embassies I have been to like Turkey, Japan and even the Jabatan Imigresen of Malaysia (Department of Immigration Malaysia) that they assisted everyone with top notch customer service. Perhaps, this is one of the reasons they are more successful than us and 30 years ahead of us.

I hope this will be a wake up call to your management that everyone deserves utmost respect and professional service most especially from our own countrymen all over the world for us to be able to move up and catch up with other countries who are becoming more successful than us.

Lastly, I tried to send an email regarding my feedback on my experience and guess what, the email bounced back!...

Was made a visa appointment on late December last year booking on today 7th January 2022 0900hrs. Reach on early 0830hrs which guard ask me to que up by sitting on chair. Then afterwards a guy did not que up and chat with the first chair sitting person end up that guy taking number C302 (2nd name) and I get C304(4th name) , the first 2 person doesn't know what happen were arguing with the visa handler end up when reaching me the service was really bad. Minimum explanation was given to that time around 0950hrs was explain need to print the application letter to proceed, which end up I go and print the appointment letter for her afterwards the service personnel was impatient and tell me again need to print out the letter which I still don't understand and approach for 3rd time to get an explanation and finally the personnel print out the notice that during 1st of January 2022, visa application need to be made online, which different from appointment only last year and sent the hard copy during appointment. Which can be done earlier if explanation was give clearly on the first hand or emailed for the changes on 1st January 2022. Due did not check the appointment website after done booking. I'm from penang island which need to travel again and reappointment again for next trip which all can be done by earlier on this trip. Hope everyone get the process smoothly. Was doubts when the 3rd picture notice uploaded on embassy appointment website because was sure I got double check the website for latest update on January 2nd...

Called the general line - No answer. Called again the general line with ext. 116 - No answer. Asked over the counter for complaint / feedback channel: None. Called again general line with ext. 114, found at their procedure board near counter 5. Picked up, concern raised, got a reply asking what they should do. I paused with surprised and they hung up the phone with last word to me - Wait. =]

For renewal / extension passport process: Get your number from the ticketing machine located at counter 2. Wait for your number (15 mins). Your number will be called by counter 3 or 4. At counter 3 or 4, document verification. (5 mins). After verification, proceed to counter 5 or wait for your number to be called for payment. (Wait time: 2-10 mins). After payment, sit and wait for your number to be called again (number jumps around) at door 1. (Wait time: 1.5 - 2 hours) Once enter door 1, wait for your turn for picture taking, thumb print and etc. (Wait time: 1.5 hours) Once all done, wait to collect your document. (Wait time: 30mins). For extension, just a chop on a page in the passport.

Basically, you need one full day to finish the process as lunch hour is from 11:30am to 1:00pm and they...