A senior immigration officer has uncovered several issues at the Kelana Jaya Immigration branch, including the absence of staff during working hours.
The findings came to light during a surprise visit on Wednesday (4 Sep) by Immigration Department deputy director-general (control), Datu Ken Leben.
Datu Ken, who visited the branch unannounced, pledged to report his findings to Immigration Department director-general Datuk Ruslin Jusoh.
He was seen inspecting the branch and engaging with visitors, some of whom had been waiting since 6.30 am to renew their passports.
Several visitors expressed frustration with the online renewal system, which had caused delays. Datu Ken assured them that he would look into these concerns with his officers.
During the visit, Datu Ken also reminded one of the officers to adhere to proper attire and wear a name tag.
At one point, he noticed two service counters were vacant and questioned the branch supervisor about the absence of staff.
“Why is there no staff at the end counters? Where have they gone? I need to make a report. The director-general requires an immediate report,” Datu Ken said in a video shared by the department.
Datu Ken also announced that more surprise visits would be carried out in the near future to ensure operational efficiency across all branches.
