PUTRAJAYA: A thorough investigation has been initiated by the Immigration Department following claims that one of its personnel was harshly scolding foreigners at one of its offices here.
Director-general Datuk Ruslin Jusoh said he was aware of the incident that was shared via a video on TikTok recently involving the Immigration's Department Visa and Permit section in Putrajaya.
"My office ordered a thorough and comprehensive investigation into the incident.
"Our objective is to determine who was involved in it. If any misconduct is found we will take action as all our personnel must follow the standard operating procedures when on duty," he told reporters at the Immigration Department Intelligence and Special Operations Division office here on Monday.
He said they would take statements from all of the personnel on duty who had witnessed the incident, including those allegedly involved.
"We will speak to all of them before we decide if there is a need to call the person, who posted the TikTok video.
"Let me stress here that we do not want such incidents to reoccur, which will affect the image of this department," he said calling for some space to allow for a thorough investigation to be conducted into the incident.
Ruslin said the public had several avenues to lodge complaints over such issues, including hte Public Complaints Management System as well as the Immigration Department's Public Relations Unit.
"I have received complaints prior to this incident via my email," he said, assuring the public that action would be taken to ensure that his personnel conduct themselves with integrity and in accordance with their training.
He said each personnel must receive four months of mandatory training before they could be given duties.
"Even while they are on duty, they will have to take part in other courses. This is to identify which personnel should and should not be placed behind counters to deal with customers," he said.
It was reported that a woman had urged customer service staff to remain polite and respectful following an encounter with a rude Immigration officer.
In a 4-minute, 18-second video posted on social media by a TikTok user, she recounted her experience on Aug 15 at 10am, when she spent 20 minutes waiting at the Immigration visa and permit section.
While in line, the TikTok user observed a troubling incident where an Immigration officer was harshly scolding two women, whom she believed were Indian nationals.