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TNB committed to solving billing complaints, delays disconnection notice

Tenaga Nasional Berhad was in the spotlight recently as many customers have complained about having an unusual increase in their electricity bills. The utility company has shared its steps to tackle the issue during a press conference held this afternoon.

TNB CEO, Amir Hamzah Azizan, says the company is committed to fulfilling its promise to study and investigate every report they have received. If an overcharge is proven, TNB will credit the excess payment back to its customers.

Customers are urged to file an official report by visiting a Kedai Tenaga or contacting the TNB Careline so that the company take can further action. TNB had received a total of 14,469 complaints for the month of April and May, and they have solved 11,331 complaints with the remaining 3,318 cases still under investigation.

TNB has also acknowledged there was a system glitch between 15 to 20 May 2019 which had caused technical delays in billing. As a result, some customers may see a billing period beyond 30 days. Despite the longer billing period, TNB assures that customers are not being overcharged with the higher tariff as they will pro-rate accordingly. TNB has over 9 million customers and they generate between 200,000 to 400,000 bills daily.

To provide a better response to customers, TNB has also increased its resources including extending its operational hours at Kedai Tenaga. A special team lead by TNB’s Chief Retail Officer, Ir. Megat Jalaluddin Megat Hassan, has been formed to monitor and check all reports and complaints received.

All Kedai Tenaga outlets will be open from 8.00am to 6.00pm on every working day including Saturday, except for public holiday. Meanwhile, TNB Careline at 15454 will be operational from 7.00am to 11.00pm daily including public holidays except for Sunday.

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Since the festive season is right around the corner, TNB wants to assure that customers will get continuous electricity supply without interruptions. For customers that have a pending complaint, TNB will delay its disconnection notice and power supply cuts for two weeks.

TNB says they are cooperating closely with the Ministry of Energy, Science, Technology, Environment & Climate Change (MESTECC) and the Energy Commission (ST) on the matter. Their main priority is to solve customer issues as soon as possible.

If you’ve noticed a significant increase in billing, we would advise you to check for your latest bill via their website or through the myTNB app. Personally, I’ve encountered discrepancy in billing as the printed bill had recorded a higher meter reading compared to the digital bill as shown below.

The printed bill which is based on the actual reading (Bacaan Sebenar) had recorded a higher reading of 76,694kWh which was way higher than 76,103kWh reading on the digital bill. My electric meter had clocked 74,400kWh on Sunday. When I called up TNB, I was told to refer to their online bill instead of the printed version.

If you feel that you’re not billed correctly, you can lodge a complaint by calling TNB Careline at 15454 or visit your nearest Kedai Tenaga outlet.

Alexander Wong