The government has formally eased dress code enforcement at public service counters for individuals seeking assistance during emergencies or exceptional circumstances, ensuring people in distress are not turned away due to attire issues.
Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar said the policy change acknowledges the realities faced by frontline agencies, including those in health, safety, emergency response and essential public services, which often deal with citizens in urgent or crisis situations.
According to him, Section 3.2 of Appendix A in Public Administration Circular (PKPA) 1/2025 clearly states that immediate service cannot be denied based solely on dress code concerns, especially when the individual is reporting an emergency or facing a life-threatening situation.
Examples of such cases include victims or witnesses of road accidents, individuals reporting a fire, disaster survivors, and victims of sudden incidents where compliance with formal dress standards is unrealistic.
For non-emergency matters, however, Shamsul Azri said existing guidelines remain in force. Government department heads may determine appropriate and respectful attire in line with civil service norms.
He added that the public sector is committed to progressively enhancing customer experience, ensuring its services remain people-friendly, efficient and responsive — key elements of the Ihsan philosophy embedded in Madani governance values.
PKPA No. 1/2025 also reaffirms that attire at government counters must reflect respect and decorum consistent with the Rukun Negara’s emphasis on politeness and morality.