WHILE prompt action by the Immigration Department to mete out disciplinary action against its officer who hurled abusive language to a passport application recently is lauded, there is a need by the Public Service Department to look into the bigger issue of instilling high service standard quality that can inspire confidence and trust in the civil service among the people.
Yesterday (Aug 22), Immigration Department director-general Datuk Seri Khairul Dzaimee Daud said the female officer in the centre of the incident at the Anggerik Mall Urban Transformation Centre (UTC) that went viral has been transferred to another department pending an investigation by its Integrity Department.
Khairul said he took a serious view of the incident although preliminary investigation found that there was an element of provocation from the public.
“However, the action taken by the officer involved is against the department’s slogan of Integrity, Professional, Friendly. In addition, shouting and uttering abusive words towards the public should not be done by an Immigration officer who is a civil servant,” he pointed out in a statement.
A video has been circulating recently on social media showing a man in his 50s being angry because he was dissatisfied with the service provided when applying for a passport by the Anggerik Mall UTC’s Immigration branch in Section 14, Shah Alam.
The man and his son had gone there to apply for a passport after the immigration office in Kuala Selangor which is close to his home in Puncak Alam encountered issues with its online system.
A copy of his police report and a 26-second video clip were widely shared on social media, mostly detailing how the man was disappointed by the long wait and subsequent arguments with the officers on duty.
Delving further into the matter, Khairul said while he regretted the act of provocation by the man, immigration officers must be wiser to control their emotions by adopting a professional attitude when faced with verbal provocation by members of the public because they have been given adequate training and guidance.
“Various facilities have been provided for people to renew their passports such as online application and extension of operating hours, including on Saturdays and Sundays,” he further noted. “The Immigration Department advises the public to always refer to the department’s social media pages for the latest information.”
At least, Khairul’s stance that the Immigration Department will not compromise on any officer who behaves unprofessionally and that it is prepared to take appropriate action against those who try to tarnish the image and credibility of the department sounds reassuring so long as his action consistently speak louder than his words. – Aug 22, 2022
