Today I am taking the day off to renew my passport.
Below are some quick information if you're planning to renew your Malaysian passport in Kuching. This is the requirement as at 13 Dec 2013 as it might change from time to time:
1) Your IC
2) Your old passport
3) 2 recent passport size photo (must follow the recent requirement - white background, not teeth shown...)
4) Your cash (RM100 for 2 years international passport and RM300 for 5 years international passport)
1) Go to Level 2, Bangunan Sultan Iskandar at Simpang Tiga.
2) Proceed to Counter 1 to get the queue number. The officer will check whether you had your IC, old passport and recent passport size photo with you. Once completed, the officer will give you a queue number. Wait for your queue number to be called.
3) When it's your queue number, go to the respective counter. The office will serve you - ask whether you would like to renew for 2 years or 5 years, verify your personal details and if there's any changes, then verify your left and right thumb print. Then, the officer will print out the renewal form where you put down your right thumb print. The officer will ask you to sit down and wait for your name to be called from the payment counter.
4) When your name being called from the payment counter, proceed to the counter and bring along your cash. After payment made, the officer will provide your an official receipt with remark - time and date to collect your new passport. Mine was to collect 2pm in the afternoon.
5) To collect the new passport, make sure you show the officer at Counter 14 or Counter 15 the official receipt. The officer will give you a new queue number. Wait for another 10 or 15 mins (depends on the crowds), when your number being called, the officer will show you the new passport, ask you to sign on the form to prove you've taken the passport. Then, the officer will ask you to double check the personal detail on the new passport. Once confirmed, the officer will ask you to sign on the passport. She'll pass back to you your old passport and it's done.
1) Try to arrive as early as possible and preferably in the morning. I arrived at around 8:30am and was given number 66. They serving counter was 16. And most importantly, the queue number counter was closed at around 9:30am today. No more queue number given. Means that you'll need to come back at 2pm and queue for your number. In the afternoon, I saw a very long queue at the front of the office for the queue number. At around 2:30pm, there's an announcement that no more queue number to be given for that afternoon. So, you better arrive as early as possible. The official operation hours is available on Immigration Department of Malaysia.
My Suggestion to improve the Service at Kuching Immigration Office:
1) Ensure more counter are serving during operation hours. Today, at around 9am, only 2 counters are serving. At round 10am, about 5 counters are serving. Total, there's 15 counters (registration counter, including payment counter, 2 collection counters, a special counter). Imagine if 10 counters are serving from 7:30am till 5:30pm. I am very sure there's be many happy citizen walking out from the Kuching Immigration Office.More counter meaning less waiting time and highly effective operation.
2) Dont close the number counter so early. Can you imagine those applicant come as far as Serian and have to wait till 2pm to get her queue number? How about someone with young kids?
3) Have a special counter for senior citizen, woman with young kids or those with special needs.
4) Have separate counter for renewal and for new application. Renewal of passport will be faster. This will speed up the process and reduce the stressful waiting time.
5) Get better seat for the crowd. I think average waiting time will be around 2 hours for each applicant. The seat looks quite old and not comfortable. Some are standing because not enough seat available.
6) Install a tv so that there's light entertainment while the crowds are waiting
Overall Service Experience
Other than the above suggestion, I would like to say that I am pleased with the service provided by the officers at Kuching Immigration office. They are friendly, pleasant and helpful. My hope is that the procedure will be smoother and faster. It is important to respect others' time as I think it's not right to have to wait for hours just to renew my passport. I hope the service will be further improved for the benefits of all Kuchingites :)