I've survived UTC Penang once before for passport renewal without knowing Malay... somehow.

While I really feel sorry for people who have to deal with rude civil servants, I also feel that it is totally unacceptable that a person who wants a Malaysian passport can't even speak Malay. You are not giving a speech to the immigration staff, just asking simple questions and even this also cannot means how to know whether you are really a citizen or someone with fake documents?
Claimed to have studied in SG but English also berterabur can't understand what you are trying to convey.
Very difficult to have sympathy for such a person.

Senang, pergi tusyen.. B.M

last time got one malay boy was beaten to death because he cannot speak malay and told off a group in english when they disturb his girlfren