FAQs

Below are common questions asked by Refugee & Asylum Seekers

Registration

1. How do I register for a UNHCR card?

Step 1: Go to https://refugeemalaysia.org/

Step 2: Click on New Registration Request

Step 3: Fill in the details

Step 4: Include any family members that may need to be registered (OPTIONAL)

Step 5: Click “SUBMIT”

2. Can I use a UNHCR card from another country in Malaysia?

No. You Must register for a Malaysian UNHCR Card.

3. How long is the registration process?

There is currently no specific period of time to complete the registration.

4. I have a card, but my family doesn’t, what should I do?

Family registration must be made through the refugee Malaysia website:

Step 1: Click this link https://refugeemalaysia.org/  

Step 2: Click on family composition change

Step 3: Fill in the details

Step 4: Click on “Select an option” to add in how many family members and fill in the details

Step 5: Add in identity documents that you have such as a Marriage/Birth Certificate

Step 6: Click “SUBMIT”

5. My wife is pregnant but still isn’t registered, what should I do?

There are two ways:

• If you have a valid UNHCR card, you can register your wife through the ‘Family Inclusion form’ from the UNHCR Refugee website.

• If your wife is 7 months or more pregnant, please contact JOCC Hotline 07 562 9800 for further assistance.

6. How will JOCC & Cahaya Surya Bakti take further action?

Through the JOCC Hotline, we will issue a referral to UNHCR for an immediate response.

7. How can I merge my card number with my family?

Call the UNHCR Hotline: 03 2118 4800 ‘or’ JOCC Hotline: 07 562 9800

Provide these details:

• Family case number + Full Name

• Second person case number + Full Name

• Relationship

Phone Number Update

8. My card has already expired, why did UNHCR not call me?

• Have you changed your number?

• Did you lose your phone?

If Yes, please update your phone number to receive a call from UNHCR. There are 2 options change your number:

Option 1

Step 1: Click this link https://refugeemalaysia.org/

Step 2: Click on Phone Number Update

Step 3: Fill in the details

Step 4: Click ‘SUBMIT’

Option 2

Send a SMS:

<Phone No> space <Case Number> space <Individual Number> space <New Phone Number> to 01117225222.

9. What do I do after I have registered through the website?

You will receive an SMS from UNHCR that your phone number has been updated by a confirmation message.

Resettlement

10. How do I apply for resettlement to another country?

Resettlement enquiries are currently unavailable until further notice.

11. What are the resettlement submission categories?

• Legal and/or Physical Protection Needs

• Survivors of Torture and/or Violence

• Medical Needs

• Women and Girls at Risk 

• Children and Adolescents at Risk

• Lack of Foreseeable Alternative Durable Solutions

12. Why is resettlement currently not available?

There are several reasons for this:

• Major resettlement countries are no longer accepting any resettlement due to political, economical and social security concerns.

• The global health crisis of Covid-19 has imposed many restrictions, which have resulted in severe disruptions for resettlement.

13. How long this issue will last?

This is a temporary measure that will be in place only for as long as it remains essential.

14. What is the role of UNHCR to solve this matter?

As resettlement remains a life-saving tool for many refugees, UNHCR and IOM are appealing to states and working closely with them to ensure that movements can continue for the most critical emergency cases, whenever possible.

Lost Document

15. I lost my UNHCR document. What should I do?

• Report the card lost at a nearby police station.

• Update the lost document through the UNHCR website.

16. How do I update the lost document through website?

Step 1: Click this link https://refugeemalaysia.org/

Step 2: Click on: Report on Loss of Document

Step 3:  Fill in the details

Step 4: Select on the type of lost document/s

Step 5: Include the police report

Step 6: Click ‘SUBMIT’

17. When will I get the card replacement?

The time varies. UNHCR will contact you once your card is ready.

Arrest & Detention

18. My family member got detained by the police, what should I do?

Call the UNHCR Detention Hotline at 012 630 5060.

19. Can I seek help from the community leaders?

Yes, but community leaders are only able to provide basic assistance.

20. Should I pay the community leader to release my family from detention?

Please do not give any money to community leaders as they can’t help you on this matter. It's important for you to seek help from UNHCR.

21. If I have a valid UNHCR card, can I still be arrested?

According to Malaysian Laws, refugees are not differentiated from undocumented migrants. Therefore, refugees are vulnerable to be arrested for immigration offences and may be subject to detention, prosecution, whipping and deportation.

22. Despite holding an UNHCR card, why am I labelled as an undocumented migrant in Malaysia?

It is essential to note that an UNHCR card is not a valid Pass or Entry Permit capable of valid entry into Malaysia in accordance to the Immigration Act 1959/63.

23. How can my UNHCR card protect me from arrest and detention?

It’s important for you to show your valid UNHCR card to a police officer if requested. Please carry your card on you at all times. Police will verify your card with UNHCR before further actions.

24. What will happen if my card is still valid?

The officer may release you once they have verified that your card is genuine and valid.

Education

25. Why should I send my children to school?

Education is the key to brighter futures for refugee children helping them to learn crucial skills, build confidence, and develop critical thinking.

26. I can’t afford to send my children to school. What can I do?

Fortunately every refugee school offers access to education lessening burdens for refugees. Some school’s do not have fees, ensuring easier access for your child to receive an education. Even if a school does have fees it is at a very minimal fee.

27. Can my children enroll in school even if they are unregistered?

Yes, most schools are open to registered and unregistered children in order to ensure as many children as possible are able to receive an education. Education is a right, not a privilege.

28. I don’t want my daughters to study. Why should girls go to school?

Sending your girls to school will help educated women have a greater chance of escaping poverty, lead healthier and more productive lives, whilst also raising the standard of living for their children, families, and communities. 

29. What are the schools available in Johor Bahru?   

These are few of schools available in Johor Bahru:   

Health

30. Can any refugee go to a Government hospital?

Yes, any refugee can access any Government hospital in Malaysia.

31. Can a refugee go to private hospital?

Yes, refugees go to any private hospital, however there is no discount and private hospitals are much more expensive than Government hospitals.

32. How much should I pay?

The medical fees are dependent on the treatment that is required.

33. Should I show my UNCHR card before registering at the hospital?

Yes, by showing your UNHCR card, you will get a 50% discount.

34. I don’t have an UNHCR card, can I go to the hospital?

Yes, you can still go to the hospital, but you will be charged foreign rates without any discount.

35. What happens if my card has expired, can I still go to hospital?

Yes, you can still go to the hospital, but you will be charged foreign rates without any discount.

36. If I go to the hospital, am I at risk of being arrested?

According to Malaysian Laws, refugees are not differentiated from undocumented migrants. Therefore, refugees are vulnerable to get arrested for immigration offences and may be subject to detention, prosecution, whipping and deportation. Therefore it is important to always have your UNHCR card on you at all time.

37. What will happen if my unregistered wife gives birth at the hospital? Will she be arrested?

We cannot confirm that, but it is very important that you get the help you need in any situation.

38. What will happen if my unregistered wife gives birth at home?

Please make sure you get monitoring from an expert during the birth process. After that, please make a police report and apply for birth certificate from JPN.

39. Is a discount applicable for an unregistered family member?

Discounts are not applicable for unregistered people of concern/children.

40. How much does it cost to give birth without an UNHCR Card?

A deposit of RM2800 is needed with or without your UNHCR Card. The overall cost is estimated to be around RM5000 - RM6000 for cesarean / normal delivery.

41. How much does cost to give birth with an UNHCR Card?

A deposit of RM2800 is needed with or without UNHCR Card. With an UNHCR card you will receive a 50% discount of the total cost of the bill.

42. Which hospitals or clinics am I eligible for a discount?

Discounts are applicable to any Government Hospitals in Malaysia and Qualitas Clinics registered under UNHCR. See Listing below:

General

43. Is it possible for us to send letter or fax to UNHCR for enquires (ie, Registration, Resettlement, Family Inclusion etc)?

No, UNHCR only accepts enquiries through the UNHCR website https://refugeemalaysia.org/

44. Can I go to the UNHCR office without appointment?

No, people of concern (refugees, migrants etc.) can only attend UNHCR with an appointment.

45. Can I ask someone to collect my card on behalf of me?

Yes, however there must be valid papers explaining why you are unable to attend ( ie, an accident, paralysed or bed ridden).

46. Can I work in Malaysia?

Unfortunately, refugees have no legal rights to work in Malaysia.

47. Can refugees open bank accounts in Malaysia?

Yes, you need an employer letter and an UNHCR letter upon bank card registration process.

48. Should I pay for a community leader to get help for any reasons?

Please do not give any money to community leaders. It's important for you to seek help from UNHCR. All of UNHCR services are free of charge.