SEB clarifies consumers’ sudden high electricity bills

KUCHING: Sarawak Energy (SEB) and Syarikat SESCO Berhad (SESCO) are committed to resolving the issues related to the sudden rise in customers electricity bills following the installation of smart meters.

SEB vice president for retail, Ng Shou Fui said during any meter replacement process, including installation of smart meters, the final reading of the replaced meter is recorded as it registers the actual consumptions of the consumers.

“The difference between this final actual reading, and estimated readings in
SEB system will be corrected accordingly.

“This results in a one-time billing adjustment to offset against prior long term estimated reading,” she said in a press release issued by SEB today (Oct 9).

“These one-time adjustments are due to the previous conventional meter’s estimated readings.

“Customers with long-term overestimated bills will see a noticeable decrease, while those with long-term underestimated bills will experience a significant increase,” she said.

She said that customer bills are estimated when meter readers are unable to access the meter due to locked gates or when meters are installed in locations such as side walls or inside customer premises, obstructing visual readings.

“Smart meters address this issue by enabling remote monthly readings of actual consumption, eliminating the need for prolonged estimated bills.

“Future bills will reflect real-time usage and ensure timely billing,” she said.

Ng explained that the changeover to smart meters was in line with global technological advancements, with meters calibrated to meet accuracy limits in compliance with international standards.

“These digital features offer several benefits to customers, including faster outage detection and restoration, as well as self-monitoring to better manage electricity consumption,” she informed.

Additionally, smart meters allow customers to monitor their electricity usage through the SEB Cares mobile app or web portal and this feature is targeted for release by the end of the year.

“This enable customers to self-monitor and manage their consumption more effectively, helping to avoid wastage and potentially reduce costs.

“To assist customers in managing previous unbilled charges, SEB offers flexible installment payment plans.

“Our Customer Service Counter is ready to help customers arrange this installment, ensuring a more manageable approach to settling any billing adjustments,” she said.

Ng added that a committee would be formed within Sarawak Energy to manage the rollout.

“We will also actively engage with the local community leaders and residents to offer a platform for customers to seek clarification about smart meters and address any billing concerns,” she stated.

For the record, since its pilot rollout in 2019, about 93,000 units of smart meters have been installed in Kuching and approximately 38 per cent of the capital city’s 245,061 customers are already account holders.

Customers are encourage to contact SEB Customer Care Centre at 1-300-88-3111, email at [email protected] or get in touch through SEB Cares.

Alternatively, they may also visit the nearest customer service counter. For those in Kuching, counters are available at Saradise, Wisma SESCO, or UTC Kuching.