Below are some of the frequently asked questions by visitors to the Ministry of Home Affairs (MOHA) Portal. Should you have any other inquiries, please contact us at 03-8886 8533 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it..

Public Complaints Management

1. What types of complaints can be submitted to the Ministry of Home Affairs (MOHA)?

MOHA can investigate complaints involving 28 Divisions/Units, including:

i. Delays or Inaction
ii. Unfair Actions
iii. Inadequate Public Facilities
iv. Policy Flaws and Legal Weaknesses
v. Abuse of Power and Corruption
vi. Misconduct by Public Officers
vii. Failure to Follow Procedures
viii. Enforcement Failures
ix. Poor Customer Service Quality

2. Can I submit a complaint on behalf of someone else?

Yes, with the complainant’s consent and by attaching a copy of the authorisation letter from the complainant.

3. Are there any charges for lodging a complaint?

No, there are no charges involved.

4. Will all complaints submitted be investigated by MOHA?

All complaints will be investigated if the information provided is clear, valid, and falls within the Ministry’s jurisdiction. However, MOHA may decide not to investigate in the following cases:

i. Outside of MOHA’s jurisdiction
ii. Related to government policies or under the jurisdiction of:

• Special Cabinet Committee on Government Integrity

• Public Accounts Committee (PAC)

• Malaysian Anti-Corruption Commission (MACC)

• Enforcement Agency Integrity Commission (EAIC)

• Legal Aid Department

• The Courts

5. What details must be included in every complaint?

Complaints must contain sufficient information, including supporting documents (if any), to help MOHA assess the case and proceed with investigations. Complainants should also provide personal details such as Name, National Identification Number (IC), Contact Address (Phone Number and Email). MOHA will keep your personal details confidential if requested.

6. What will happen after I lodge a complaint?

Once received and processed, MOHA will issue an Acknowledgement Letter within 3 working days.

7. How long will the investigation process take?

According to the current Standard Operating Procedure (SOP) and circulars, complaints are categorized as either Normal or Complex:

• Normal complaints: resolved within 15 working days

• Complex complaints: may take up to 365 days

The classification depends on the details and complexity of the case.

8. How can I lodge a complaint?

You can submit your complaint through the following channels:

i. Online Portal: www.moha.gov.my / moha.spab.gov.my
ii. Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
iii. Phone: 03-8880 0813 / 15
iv. Letter:

Corporate Communication Unit
Ministry of Home Affairs
Level 3, Block D9, Complex D
Federal Government Administrative Centre
62590 Putrajaya, Malaysia

v. Walk-in at the Corporate Communication Unit, MOHA

REMINDER

MOHA reserves the right to disregard any complaint that uses offensive, vulgar, confrontational, insulting, or baseless accusations. MOHA will also not intervene in matters decided by the court or any personal disputes between individuals/companies unrelated to the Ministry’s functions or roles.

Prepared by:
Customer Service & Public Complaints Unit
Public Relations Branch, Complaints Management & Customer Service
Corporate Communication Unit, Ministry of Home Affairs