I went to the Visa Section early in the morning of December 29, 2014 to apply for a tourist visa for my uncle who wished to visit us and celebrate New Year together. His plan was to visit Brunei on January 1, 2015 via Kuala Lumpur. It was a last-minute plan and since my uncle is an Indian national, he needs to apply for a visa to enter Brunei Darussalam.
I processed his papers at the Visa Section, Immigration Department. When the application was submitted, I was told the visa could only be ready on January 5, 2015 for collection. My uncle needed the visa prior to January 5. I made a request to expedite the process and went to see the officer in charge. The young female officer firmly stated that their Public Service Client Charter for visa processing would take three to five working days. I humbly requested for an alternative to my problem.
She explained that the Visa Section was experiencing a very busy time towards the end of December and early New Year due to demand from the public who wanted their relatives and friends to visit Brunei. She further explained that due to the massive demand, workload had increased for the officers and staff.
Hence, my last-minute application and request of expediting the visa was difficult for them to comply with.
However, she didn’t totally reject my request, instead she gave me an alternative by asking me to write an appeal letter supported with a confirmed ticket to show that my uncle was really coming on January 1. I submitted the appeal letter at 11.45 am and the officer asked me to try my luck to get the visa by 4 pm on December 31, 2014.
I managed to get my visa at around 5 pm on December 31.
My uncle visited us for nine days. I would like to thank the Visa Section for their kind services. Instead of ignoring my request, they tried to find an alternative to solve my problem.
The officers had to work extra hours in order to attend the public’s demand including myself, even as many others had already left the office as it was New Year’s eve. I would like to apologise for the last-minute application. I also wish to applaud the Visa Section for their professional service, which other government depar-tments should emulate.
– Satisfied public