KUALA LUMPUR: A senior immigration officer uncovered several issues at the Kelana Jaya Immigration branch, including the absence of officers during business hours.
During a surprise visit on Wednesday, Immigration Department deputy director-general (control) Datu Ken Leben pledged to report the findings to director-general Datuk Ruslin Jusoh.
Datu Ken was seen inspecting the branch and interacting with visitors, some of whom had been waiting since 6.30am to renew their passports.
Several visitors raised concerns about difficulties with the online renewal system, which he promised to address with his officers.
During the visit, Datu Ken instructed an immigration officer to adhere to proper attire guidelines and wear a name tag, stressing the importance of clearly identifying themselves as civil servants.
As the visit progressed, he observed two vacant service counters and questioned the supervisor about the absence of staff.
"Are there really no staff at the end counters? Where have they gone? Check it out. I need to make a report. The director-general requires an immediate report," he said, as seen in a video posted by the department.
Datu Ken added that more surprise visits would be conducted in the near future to ensure operational efficiency.