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2015.05.05 | 五年惡夢

[Volume 10 Issue 5, #2018]
A Nightmare Every 5 Years
Renewing Passport at Immigration Department Office UTC Sentul
如果閣下經常有旅行, 相信每隔五年都會有個惡夢.. 如果你曾經有過很好的更新護照經歷, 恭喜晒, 因為你確實係(罕有嘅)幸運呀!! 不如我就隨意問下吖, 有幾多人係感到壓迫, 天未光就要趕去移民局, 拎唔到早冧把就注定要坐喺度等足一日, 滿肚苦水都只可以goot一聲吞落肚??

之前耗費幾百萬嘅自動更新機淪為擺設, 之前耗資幾百萬嘅網上更新系統又已關閉, 依家回歸最基本嘅「出席排隊」模式.. 申請要求同地點一改再改, 就係唔見流程同效率上有所改進.. 如果連根本問題都仲未解決, 就算開多幾多間UTC都無濟於事啦.. 如果再有個幾百萬項目, 我好想建議做個網上預約系統, 等普羅大眾可以上網預先book一個有空檔時段, 到時只要一去到就可以即刻將事情辦妥, 唔駛好似依家咁等運到!! 有咗呢個預約系統去知道工作量, 我相信效率肯定提升, 而且佢哋又可以更有效管理人力物力喎,係個雙贏局面呀!!
if you travel often, i guess this is the nightmare every 5 years.. for those who had good experience renewing your passports, congratulations, you are one of the (rarely) lucky ones!! let me ask around, how many of you have been so stressed up rushing to the immigration offices before sunrise, and if you can't get hold of an early ticket, you probably spend a whole day waiting for your turn, not to mention all complaints you may have just swallowed down your own throat??

the multi-million renewal kiosks are now left as white-elephants, the multi-million online renewal are now closed down, we are now back to the basic "tampil dan beratur" model again.. requirements and locations keep changing but nothing done on improving the workflow and efficiency.. there is no point even opening more UTCs but not solving the root problems.. if there is another multi-million initiative next, may i suggest an online appointment booking system?? we pre-book an available hourly slot, go there and get things done instantly, no more by trying luck and waste time waiting!! with such a system where transaction volume is known, i believe things can be done more efficiently and they can manage resources more effectively too.. seriously a win-win!!
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103 comments:

  1. I guess now they've something like the late night services, doesn't don't have to go there during the day and wait whole day. Don't know, last time my mom did it at evening around 8pm like, seems like pretty fast, can get it done within few ours!

    Sweat ya, what to do, this bolehland they always like to do then change, then change and change again, like very scared those got involves have nothing to do like that =.=!!!

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    1. i think they have quota for one day, because while i was waiting there, the counter already stopped giving out numbers before even noon time.. i've seen a few people who came after that had to go back home very 無奈..

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    2. Oh Wow! This night services is something new to me and how come I was not aware of it? I wonder whether the owls are still working at night. I would definitely love to renew my passports at night without having to waste my precious annual leaves.

      Yes the counters only issue the numbers till noon and they will say habis for the day. bluek!

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    3. I know the UTCs open until 10pm at night, 7 days a week.. but I doubt they are still giving out numbers if I go there late evening?? I'm thinking, either no more numbers or it's as crowded as in the morning.. anyway, true that now at least we can get it done in one day..

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    4. Stop at noon, aiyo! Like that also can, they try to snake snake is it, so then they do lesser ya?? If Friday understand la, but usual day should work until the last minute like that what. Tsk! Tsk! Tsk!

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    5. yalor, they have already stopped giving out numbers before noon.. that's why i am wondering how some people can even stroll into UTC at night and get their passport done.. maybe the meant from morning till late night, baru they got their passport, in between they go home and sleep?? haha!! :D

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  2. Oh, really ahh? Call me jakun, I haven’t renewed my passport for many years already.. Ever since having Kz, no go travelling until now lor.. The last time I went to China was 2010, then that’s all, no more.. That time, I mean, during my time to renew passport, it was the tampil and beratur method that you mentioned.. Go there early, take a number and pray everything went smoothly, like the forms are well filled up, pictures nothing wrong, etc. I always went to the Kajang one to renew, went there as early as 6am..

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    1. The last time I heard, passport could be done in 1 hour’s time.. Dunno who blogged about it or posted in FB, now no more jor la? Back to half a day jor? I don’t know which branch, or where, but I heard they open on Sunday, and til evening time.. Must be at ulu places and the Q must be darn long.. Sigh, we always associate renewing passports (and other government related isues) with long Q and slow services, but memang pun, kan?

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    2. Even if you say, maybe one day got online or pre-book system thingy, I think 3 minutes hot only la.. After a while, back to normal la the system, go early, Q up, take number and wait.. I think that’ll be the case kua..

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    3. My colleagues who travel often, they go to somewhere near Kelana Jaya, then take a number.. Then come back to the office to work first, then later go back there.. Eh, like that work one meh? If terlepas call your number how? You have to take again or they will layan you immediately when you go back there later?

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    4. Wah! You were so hardworking to head to Kajang so far away. I also heard that Kelana Jaya and Sri Hartamas have passport application and renewal centres now. They are faster somehow and I no longer need to drive to old Subang Airport area which is still the fastest. maybe you should go there from office!

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    5. yes, our passports are still done in one hour.. but that one hour DOES NOT include the waiting time.. it's one hour after you have submitted your application, then you can collect your passport an hour later, or anytime within 3 months.. the time wasted was on waiting for your number to be called to take photo and to confirm your particulars and to make payment.. so if you are early and lucky, less than 2 hours can gao dim lah..

      and very true.. every system that they introduce sure are 3 minutes heat only lah.. in the end all also scrapped off.. we all know why lah, must have more new projects mah.. :p

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    6. I had never been so lucky to get them in one hour!! They lied to me and I had to wait longer than that which i have forgotten the duration time. Anyways, I am not complaining so long as the same day service is sufficient to please me. No need to take leave again to collect.

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    7. if you can get it within an hour, that means there is NO ONE there to apply or renew passport!! haha, that one hour does not include waiting time lah, it's like waiting for many hours before that one hour..

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  3. What?? No more self service kiosks?? Since when?? Oh sh*t!!!

    I renewed mine two years ago in Penang. That time they said the kiosk down for maintenance. It was not too bad, I went on a weekday after lunch, I was able to get the request processed within 1 hour, but had to go back the following day for collection.

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    1. we all know lah, when all those multi-million initiatives are under maintenance, they are actually being scrapped off lah.. we all know there is always no maintenance done here lah, the word "under maintenance" means awaiting another new initiative for substitution..

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    2. I am damn curious to know how the self-service kiosk could do auto renewal.. Geez! This is amazing as the kiosk has no brains to think and I suspect there is a midget staff hiding inside the kiosk! You just cannot see him! Muahahahaha

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    3. I heard you hand in your forms, photos, old passport and payment into the kiosk then you collect your new passport the next day.. as for online renewal, my friend told me it's not much difference, only you don't have to fill in forms.. but now, new procedures again, we just go there with our IC and old passport..

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  4. I don't travel overseas often so the once in a while wait is OK.

    Plus can kepoh and observe people's behaviour and I have to say, we Malaysians aren't all that civilized. Got number queue also still want to try and jump queue.

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    1. i think we all gotta renew every five years no matter how often we travel lah.. unless you are not travelling at all in 10 years then you don't have to renew.. but you are going Japan (almost) every year dei, haha!! :D

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    2. Mak Lina doesn't travel overseas often but each time she does, it would be a long long trip to conquer the hills and mountains.

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    3. Mak Glam sure travels often la, she even conquered more pieces of land in Japan than anyone of us..

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  5. Good Morning Bloggers...! Passport renewals? Oh Gosh! I hate the long waiting lines and it seems that the fastest would be at the old Subang Airport terminal where not many people would wanna drive all the way there. The queue is always shorter there plus ample parking space up to the airport runways! Muahahaha

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    1. When I was a kid growing up in Penang, going to Immigration Office for passport making is a 2-3 days affair if I could remember. It was along Beach Street inside an old colonial building where they had no air cond and just miserable ceiling fans blowing your sweat to share the arm pit smells of everyone else. The first day, you need to queue up like 1-2 hours to get a number and then queue up to get the huge 3 X A3 blue form to bring home to fill up the details unless you hire the touts who would help you to fill up for a fee using their own table at the pavement under a huge umbrella. We could do the same by filling up there but there are hundreds of people and there's no area with many tables and chairs for us to fill up a whole family's forms. So it was normal that we had to bring home to fill up the size of 3 X A3 forms with so much nonsense information required. The next visit would be shorter, maybe no longer than 1.5 hours to submit the forms. Then you would be given a slip to return like 2 weeks later to get your passports. Those days we had snails working there! They had no system and not enough staff.

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    2. TM, Yuppie gone thru the same during those were the days in Penang, Q can be as long as up to Std Chartered Bank.

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    3. SK, Why now back to square one no more 1 hour servis & without a smile?

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    4. it's still the one-hour policy, but that one-hour does not include waiting time lah.. it's one hour after you have been waiting many many hours for your turn to take photo, confirm our particulars and make payment.. but at least now you don't have to fill in forms, don't have to bring your photos.. but just your old passport and IC will do, photos will be taken by the officers on the spot, better right?? overall, still a lot better than the old days where it took 3 days..

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  6. At least your side, if you renewed your passport, can collect on the same day, mine passport gonna expire next year, i should be able to renew year end as mine expire next June, then my turn to nightmare when i collected my passport....

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    1. Hi Sharon, I made two trips when I renew my passport, one to fill in the form and the second trip to collect the passport, but it was not a nightmare, it was quite a breeze, but of course if can collect on the same day better

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    2. our passports are ready in one hour, of course the one hour does not include the time you spend in waiting for your turn..

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  7. I usually went to take picture and submit form in the morning, then afternoon going back to collect again. But then, usually I need to take a day off to renew passport. Half day off also cannot settle, one full day off is less stressful for me. I usually would not stay there to wait. But then, I would go very early in the office to avoid long queuing time.

    I just want to complain a bit here, the staffs there are very snobbish and unfriendly. I am not sure whether this type of unfriendly staffs only exist in Taiping or everywhere. Their smile like very very expensive. They even talk in a very harsh tone as if I owe them a lot of money. KNS!

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    1. Spot on. We also have snobbish snails working here who could be rude at times. I think they are jealous that we are always traveling. Muahahaha

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    2. spot on, but i have to say their service has actually improved a lot just that the efficiency is still questionable.. unless you know someone who actually works inside, then you can just ask them to renew your passport immediately without having to wait.. i've seen many cases while waiting in the immigration offices..

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  8. Good Afternoon SK

    sorry ya neglected your blog for so long. Just back from holiday but no need to use passport kind of holiday. Hahaha am one of the lucky ones. only renew once 5 year. But then kira rugi also leh. Use less than 10 times only for 5 yrs then kena renew again.....now rm300 or rm200 hundred ah... i forgotten liao

    yea last time before sunrise have to be there but now no need lej...at least the one near the subang airport no need la. Last round like 2-3 yrs ago i went around 10am 11am still can get the passport renewed leh. no need wait there long

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    1. actually i also don't travel much lah, the passport now is charged RM200 for 32-page and 5 years validity, i won't even use up even 10% of the pages, somemore the last 6 months is always not valid.. i think it really depends on what day you go, which branch and also your luck lah, just pray that there's no crowd..

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  9. I renewed my passport for the first time back in 2013. I did it at Japan Duta. Yes, had to wait a few hours because the system was down (that's the usual excuse) but it was not too bad. While waiting I managed to renew my IC as well since the NRD was just downstairs. Other that the long wait, it was not too bad.

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    1. You can renew for 10 years also right? Of course more expensive and not worth it of you don't travel frequently.

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    2. Besides the waiting issue, another issue for me is the passport photo. I took dua kali because not satisfied with the first photo muahahaha! I know lah, I got auntie looks, but still wanna look nice for the passport.

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    3. i think there is only one standard 5-year validity, only RM200 for 32-page and 64-page which i don't remember how much.. eh, now we do't have to bring our own photos, it's taken by the officers during application on the spot.. you won't be able to see how you look until you get your passport, so no second chance!! now it's black and white, lagi teruk.. :p

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  10. SK, I think your suggestion on booking the appointment online is kind of effective and good. May be you can put your suggestion at their feedback form, I wonder whether they have got the feedback form ready. If no, then it is very disappointed.

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    1. oh, i just realised that SG is actually doing this after reading comments from SG readers.. why aren't we doing this here??!!!

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  11. 網上預約咪一日要做足八個鐘?咁嘅提議當然永遠都唔會實現,都喺乖乖地排隊吧啦。

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    1. 預約一個fixed timeslot, 點解要等八個鐘??

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    2. 我喺指佢哋要做足八個鐘啊,如果提供網上預約咪等於搵自己笨?

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  12. I dislike passport renewal period too. That's why I always make sure I take the five years span. I remember I used the kiosk once. The last time I wanted to use again but it was already 'rosak'.

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    1. i will also take the longest span available, haha.. i have not used kiosk nor the online renewal, when i wanted to, they are already "under maintenance"..

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  13. ohhh...I dreaded going to the immigration office to renew my passport!! It was a waste of time where we have quality things to do, where it wasted on unproductive workflows there.
    Each time, I renewed a passport, there would be a huge crowd and most of the time, it took me a day or more, where I needed to go back to collect. And, as always, I gotta faced mostly blacked-face officers and they even called out names to collect your passports.
    Anyway, my passport was last renewed 4 years ago and I dunno about now. And, yes, my passport is due next year ....sigh ...

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    1. yes, exactly!!! it's really a waste of time having to wait there for one whole day.. the officers are really inefficient and unproductive.. nightmare whenever my passport is expiring.. @_@"

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  14. Reading this post has 'renew' back the frustrations of the past. I thought my wifey told me nowadays renewing passports are fast and easy with the UTC stuffs and so on. I can even do it online..... so no more already? How come got online then suddenly no more ? Going backwards ?
    Oh no... then I am in trouble next year, have to take leave to renew my passport then. I thought everything has at least smoothen out a bit...

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    1. yes, i also heard that it's a breeze renewing passports at UTC but this was what i experienced, rather go back to the immigration offices, at least they have more counters..

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  15. There were few times during the donkey years that I remember when I renewed my passport. After I took my no. in a long queue where they have to make sure the crowd don't overspill the quota , I gotta buy a newspaper and read to wait for my forms submission. Then, come lunch and they closed shop for lunch and I go for lunch too. I returned back after lunch and queue for the 'opening' of the office where a crowd also waited there. Read the newspaper again for hours till they called out my name for collections. I was there from almost 7am to 5pm+......
    Then, lately, things seems better where after getting the queue no., they told us to come back at an estimated time. And, collect the passport the following day or same day...depending on the queue.

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    1. And, you can imagine how rotten the newspaper has become at the end of the day where I almost read from page 1 till last. Oh..there was no internet connections in the old days and I don't have a data plan yet then.
      Afterall, the connections is quite slow then.

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    2. many many years ago, i remember my very first passport, i was at the immigration office at 7am and there was already a queue waiting for the office to open.. take number, submit form, wait for your turn to get things processed, make payment and then come back after a week to collect the passport.. it was such a long process, until the ex-PM Abdullah Badawi made a surprise visit to one of the immigration office..

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  16. I prefer the system in SG. You make an e-appointment online first by stating the day and time slot. Once it's confirmed, you get to the ICA on that time and waited a while. The crowd was also lesser and it's more comfy. You get your ticket no. at the counter and they have different floors for different services.
    However, the e-appointment can take months due to the crowd here and it's a long wait, depending on the services. Usually, appointment for PRs and dependent pass have the longest queue.

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    1. that is what i have in mind exactly!!! i didn't know SG is doing it now, why is it not being followed in MY, haiz!!! i don't mind the booking even months ago, at least i know i do not have to waste my time waiting with no reason inside the immigration office.. time has to be better managed and utilised, agree??

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  17. Oh...I remember I renewed my PR in less than 5 minutes without going anywhere. It was all done online. Then, I just print out my re-entry permit and put it in my passport.
    Amazing right ? Of course, I need to fill in a form first which was online too, if I didn't remember wrongly.

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    1. You are making me jeles with green eyes! I want a PR too! So easy, can renew online Kah? So I can apply online too and put Chris Au as my referee ???

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    2. TM, i think you don't have to give a reference.. first, profession, checked.. second, millions of investments, checked.. i guess they will give a PR to you automatically~~ :D

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  18. I think I need to check out the Malaysian ICA procedures again since my passport is almost due. I hope to do it online and then, sort of collect it at ICA or UTC. It's kinda troublesome for me as after I renew my passport, I also needed to inform the SIngapore ICA to transfer my PR over. ANyway, again, it's faster in SG.

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    1. OMG! Why are you still hanging on to 2 countries? I would have crossed over to live with their PR and apply citizenship later. You lucky devil. Can you adopt me to be your son? I will spam 1000 comments in your blog ok.

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    2. TM you know MY does not allow dual-citizenship like all other countries, right?? so you are all ready to give up your MY citizenship ke?? please adopt me officially as your son, so that i can be the PR~~ :D

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  19. I never use the kiosk before. 5 years ago, the kiosk did 'exist' but it was 'rosak'. I also remember there was a hiccup in the computer systems too which makes me return back the next day to collect. And I have to take leave! It was so inconvenient!!
    I also vividly remember I almost had McD the whole day from breakfast, lunch and tea as it was located nearby. LOL

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    1. I have heard of these kiosks but never saw them with my own eyes. Why everything installed by Gomen always Rosak one? Our gomen also rosak la! Now that reminds me about the EPF checking booth inside the bank that is always rosak too.

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    2. i have heard of the kiosks, i have heard of the online renewal.. but everytime i wanted to use these facilities, they were already "under maintenance" so i could not enjoy the convenience but have to tampil dan beratur, spending one whole day there doing nothing but to wait for my passport.. @_@

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  20. Oh..did you notice the officers work slow and relax in the morning but then, work like speed demons when nearing knock-off time? Or maybe it's just me... I guess they wanted to finish all the submission as per the day's quota and off work...muahahaha...

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    1. I guess that doesn't happen daily as they probably heard tip offs about the random surprise checks by the inspectors in plain clothes to monitor the public services rendered. I am sure you know that this happens to banks very often as sometimes their watchdogs sent by the HQ offices would pose like customers sitting and waiting inside the banks.

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    2. that is probably very likely, because the knock-off time is every so "motivating", hahaha!! and yes, i always dream of some big shots appearing to give surprise visits to all these gomen departments, so that i could get things done extraordinarily fast!!

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  21. My friend renewed her passport online before, not sure whether that online system is still available for passport renewal or not now. It really depends on knowing the timing of when to go. Public holidays and weekends are usually a no go due to the huge crowd.

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    1. Mun - yeah, I need to check it out but then , my renewal is next year.

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    2. I am curious to find out too whether online renewal could be done today as I doubt over their trusts on the public with the rising number of frauds daily.

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    3. nope, the link to the online system is now giving out an error (at least the last time i checked) not even a proper message.. how terrible..

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  22. There was this idea which comes to my mind regarding passport renewal. I was at Kukup then , which is a sleepy but tourism rich fishing village in Johor. The immigration can be seen clearly when you pass by the town area. I was thinking and telling my wife why not we come here to renew our passport since the crowd could be lesser here, while we stay overnight to enjoy a short getaway?
    I haven't do that yet. BTW....hhaha...but I think it's a good idea. Smaller towns have lesser crowd and faster. My wife likes to back to her hometown to renew her passport or driving license, while stayed at home for a few days.Sounds good hor?

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    1. I am quite surprised to know that smaller towns like Kukup and Pontian have their own immigration offices to make it convenient for everyone today. In the old days, everyone from the mainland Butterworth and BM had to cross over to Penang Island to get their new passports done.

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    2. well, i don't think that is necessarily faster in remote areas.. probably the quota, the staff force and the efficiency also are proportional to the size of the office.. in the end, you would actually end up having the same fate.. the root problem is the system and the people, not the location, i would say so..

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  23. However, once I drove to nearby Pontian to send my sis in law to their immigration to renew her passport. By the time we reached there, they said the quota has finished. And, I heard that the quota in smaller towns are lesser. So , that's a catch too!

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    1. But I guess places not as big (crowded) as KL or JB or Penang like Ipoh, Seremban , Kuantan and etc should be ok la...

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    2. You will be surprised to hear that passport renewals done at KDN in Sri Hartamas also have daily quota which is soooooo little per day. They should hire more snails to cope with the daily huge numbers! When you enter this new KDN, you might think that you are in Bangladesh or Chennai.

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    3. yes, they are giving out that little per day, or maybe it's more precise to say they are only able to process that little per day, or maybe the truth is that they are only bothered with that little per day.. blame yourself for being a citizens of the bolehland..

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  24. I just renewed my passport recently, last time only need to renew every 10 years, now every 5 years need to renew

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    1. I would wish that we could renew our passports like 10 to 20 years ! However I was told that everyone would age or get fatter beyond recognition, so have to renew every 5 years to give them our updated looks. I think I look younger every 5 years. Muahahahahahaha

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    2. Twilight Man is Benjamin Button?? :D

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    3. Haha TM, come share what's your secret! :p

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  25. In Singapore, we have online appointment system, just book your appointment online and when you arrive, you don't have to join the queue

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    1. My passport renewal and collection was quite a breeze, I waited for around 30 to 45 mins and I didn't book appointment online

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    2. Oh dear, our country is still kolot and I never heard of appointment booking online. That is so brilliant and easy to create for making lives easier! Wake up our government!

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    3. hey, i didn't know SG is doing this!! that is exactly what i have in mind.. yes, our country is so backdated with all these cumbersome system that is so inefficient and unproductive.. learn from our small neighbours, once a part of us, but now far away leaving us behind..

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    4. SK thinks like a pro, his suggestion is what we are doing now

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    5. hahaha, after reading your comments, i feel myself sounded like monday morning quarterbacking.. :D

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    6. Pardon me, I don't understand what it means by "Monday morning quarterbacking"

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    7. Monday morning quarterback

      Noun, Informal
      One who criticizes or passes judgment from a position of hindsight.

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    8. Libby, so lucky and nice to be a Singaporean! No wonder many people wants to work and apply PR at Sg!

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  26. Those days, yes... very stressed especially when we had to fill in the forms and then when they checked, our hearts also thumped... cos of the long queue.. if anything wrong with the borang or lack of documents, then have to go home and get them.. very troublesome during those earlier years..
    But nowadays.. very good! Take photo also there and then.. free somemore.. and that day I took only 2 hours to have everything done up... first time in history so fast... :)

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    1. Now I realised time has changed with the invention of online and IT system that speeds up everything from passport applications, purchasing air tickets and hotel bookings! During our grandparents time, booking hotels had to be done physically unless we have friends in that country to help us arrange room bookings. Those days was normal and no one complained yet today the world's citizens complain a lot over slightest matters by voicing out in the social media.

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    2. yes very true.. last time it was even more stressful to go renew our passports.. probably that historical surprise visit by Mr Badawi really gave them a kick on the ass?? at least now it's better we can get our passports within the same day, wasted one day is better than wasting two half days huh??

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  27. I used to travel alot but after having kids slowed down dy :( Ayden doesnt have a passport yet so he havent gone through this nightmare..

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    1. i have heard mommies usually can't go travel far for the first few years unless they have someone to take care of the baby or infant.. and I guess Ayden won't be too bothered about the wait in the immigration office?? haha..

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    2. True SK, most mummies are like that, time all given to the children already, where got extra time and energy to go travel? At least for the first few years lo!

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  28. been to UTC for passport renewal, quite convenient wor, can do it on weekends night time.

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    1. i went on a Sunday morning and ended up spending 7 hours for the passport.. @_@"

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    2. 7 hours?? Seriously?? What a waste of time!! Imagine we can do so much in 7 hours!!

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    3. It only took me less than 1 hour excluded closure 1 hour for their dinner :) No sure about now though~

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  29. Hoho, I consider myself the unlucky one everytime I go do passport.
    But one thing is I also go there late la, I know some people go queue up already since 7am.

    Last year end I brought Aden to do his first ever passport, I reached there like 10am+, waited 2 hours lo! Lucky is, Aden din't make a big fuss that time (just me and him only that time) phew! Else I really need to go back and ask someone to accompany us to come again.
    I also don't know what's wrong la, I mean why is it so slow!! I remember there are like 8 counters there (erm I know la not all counters are for passport related matters) but their service is so slow!
    Not that I wanna complain but really, 10 out of 10 people who is there sure complain they are slow one. And what's more funny is they put a sign there say 'sila tegur jika saya tak senyum', something like that la... But from what I see, most officers also no senyum one, LOL!

    But I heard things are worst in KL... Here in Taiping, only one place to do passport. So make sense la if queue is long.
    At KL, got a few choices right? But everyday also packed one.. Haiz, really must 'praise' our country punya service la~

    Online appointment booking system? Sounds macam ok la but if really implemented, later also will have problems one la! I think they must first settle the root cause... Which is to expedite the service!!

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  30. 你系去边一间UTC办护照?我下个月就要更新护照嘞,认同你所谓嘅五年恶梦!

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