In a statement, the commission said it launched an investigation following a complaint by a parent alleging that the officers failed to take appropriate action regarding the application for a child.

The EAIC said the sluggish response of the officers not only affected the complainant and their child but also reflected a failure to carry out their duties, undue delays in initiating the investigation, and poor case management.

“The EAIC decided to refer the investigation findings to JPN’s disciplinary authority, with a recommendation that disciplinary action be taken against the officers under Regulation 38 of the Public Officers (Conduct and Discipline) Regulations 1993,” it said.

To prevent a recurrence of such issues, the EAIC proposed that JPN set up a special “flying squad” at its Putrajaya headquarters to identify the root causes of case backlogs – whether due to the conduct of the officers involved or other factors contributing to non-compliance with procedures.

The commission also recommended that JPN update its procedures to include clear timeframes for conducting investigations and improve its SOPs to ensure that officers are given sufficient time to effectively carry out their duties.