Photo: Messenger
Malaysia is a South Asian country consisting of thirteen states and three federal territories. The country has an area of 329,613 square kilometres and a population of 327,300,000 as of 2020. A GDP (Gross Domestic Product) growth rate of 6.5% regularly for more than 50 years since independence must have made the South Asian country look different.
The rapid expansion of industries, the revolutionary development of communication systems, the provision of state security—above all, the contribution of foreign workers to domestic management in achieving infrastructural excellence is undeniable. According to the World Bank data of 2019, there are about 30-32 million migrant workers in Malaysia, both legal and illegal. Foreign workers include a significant number of Bangladeshi workers from Indonesia, Thailand, the Philippines, Pakistan and India.
Malaysia started to become attractive mainly as a place of work for Bangladeshis after 1990 and gradually the number of expatriate Bangladeshis in the South Asian country increased.
Over the past few years, I have observed and experienced numerous issues related to consular services that have raised questions about the quality and efficiency of the services offered to citizens and residents.
As expatriate Bangladeshis, Bangladesh High Commission should be our first place of trust but the reality is completely different. Among the many embassies and high commissions of other countries located here in the capital Kuala Lumpur, our high commission is the only high commission where you have to go to a broker to obtain consular services.
During the Pandemic (COVID-19) period, after much hype, the High Commission started accepting passport reissue applications through Pos Laju (Government Postal Service of Malaysia). At least this time it seemed that brokers may not be here but the reality was different. The practice of brokers has existed, and the service charge of brokers has increased more than before!
After the spread of Corona, the first duty of the High Commission should have been to find out about the Bangladeshi workers, to stand as much as possible next to the workers who lost their jobs! But even at that time, the aid package of 5 kg packet of rice, 5/6 piece of potato, 250-300 grams of lentil and one packet of oil, gave a lot of laughter among the expatriate Bangladeshis!
Regarding the Consular services I point out specifically, the issues are as follows-
1. Prolonged Processing Times: Millions of Bangladeshi citizens including Professionals, general workers, Students and their Dependents living here in Malaysia, including myself, have encountered extended delays in various consular services, especially Passport renewals. It’s taking about 3 months to 6 months to get a renewed passport after making a passport renewal application, which is disappointing in any sense!
The situation becomes worse when anyone sending their Passport renewal application through Courier services from any part of Malaysia which easily gets delivered within a maximum 2 working days to the High Commission but it takes more than 3 weeks to get a delivery slip or delivery slip number which can be tracked through high commission website( https://appointment.bdhckl.gov.bd/reissue). In some of the cases, it’s taking more than 5 weeks just to get acknowledgement whatsoever!
2. Lack of Transparency: Lack of proper and transparent information regarding the application procedures, requirements, and expected processing times, causing confusion and frustration among the millions of general workers. I want to believe that High Commission officials are aware of this matter that the majority of our citizens are not very educated and even though they can read and write they can’t adapt to the procedure which leads them to go through AGENT! And they’re becoming cheated! Is that acceptable to see this AGENT culture in 2024? Can’t we expect our people to take consular services from an unofficial 3rd party/Agent whose are neither appointed by the High Commission nor authorised? The Professionals along with the students somehow able to manage by themselves to Apply for renewal, to track the application or to Apply for the Appointment but what about the Majority of the Citizens who are general workers with minimal education?
A Passport renewal cost should be about RM151-RM152 ( Courier Service RM6-8 and Bank Draft RM145) but the disappointing part is most of the general workers are paying RM300-800+ to the 3rd party because of the lack of proper and transparent Procedure.
3. Inconsistent Communication: Inconsistent communication and inadequate responses from the High Commission's consular services department have added to the frustration and difficulties of those seeking assistance. Among the other High Commission from the 15 source countries, Only our people can’t communicate directly with the high commission unless they travel physically! In most cases, for those staying in a remote part of Malaysia like- Kedah, Penang, Kelantan, Terengganu or even Johor, it’s not comfortable for them to travel only to get the information. And, you’ll be surprised if you see the professionalism of the officials whenever you reach the high commission door after travelling sleepless nights from a remote part of Malaysia.
4. Faulty Appointment and Passport Delivery Systems: The ongoing appointment and passport delivery system that exists to get the appointment to receive a passport through POS Laju is too unrealistic and faulty! Even if the Passport is already in the High Commission, it takes more than 2-3 weeks to be eligible to make an appointment which can be tracked through this web link- https://appointment.bdhckl.gov.bd/
And here is not the ending! After obtaining the appointment there is another 2-3 weeks to get a barcode (a tracking code given by POS Laju) after making an appointment from the authorized POS Laju Branches across Malaysia. Is this the proper service provided by the High Commission?
It is worth mentioning that the Bangladesh High Commission Introduced Hand to Hand Passport delivery system based on Appointment to fasten the RTK 2.0 (An amnesty program to legalise undocumented foreign workers) but the question is still there-
“If it takes 3 weeks to get a Delivery Slip, 3-5 weeks to arrive passport in Malaysia after printing, 2-3 weeks to get visible on the website to be able to take an appointment and another 2-3 weeks to get a Barcode, isn’t is too funny(!) to arrange a so-called hand to hand passport delivery Program? Does it make any sense or Does it make us happy? “
I completely understand that the High Commission may face challenges, but I believe it is essential to address these concerns promptly. Consular services play a crucial role in the lives of citizens and residents, and improving their efficiency is vital to our community's well-being.
I kindly request that the Honourable High Commission take the necessary steps to improve the consular services by:
1. Reducing Processing times and increasing efficiency in service delivery, especially Passport Renewal.
2. Providing clear and easily accessible information to the public.
3. Enhancing communication and responsiveness to inquiries.
4. Streamlining appointment systems and ensuring accessibility for all.
I want to believe these improvements can be implemented effectively, ensuring a smoother and more efficient experience for those who rely on the services provided by our High Commission with positive changes that will benefit our community and strengthen our relationship with the High Commission.
Mahabub Hasan Department of Communication International Islamic University Malaysia (IIUM) Kuala Lumpur, Malaysia
Messenger/Disha
