KUCHING: Customers facing unexpectedly high electricity bills may request a review, lodge an appeal and apply for an instalment payment arrangement if charges remain payable.
Sarawak Energy said each complaint would be assessed individually through its established grievance mechanism.
Its utility arm, Syarikat SESCO Berhad, will examine the customer’s account history, billing records and available meter information before explaining how the amount was calculated.
Customers who remain dissatisfied may submit an appeal with supporting evidence for further consideration.
Syarikat SESCO Berhad’s Chief Executive Officer, Yusri Safri, said unusually high bills could arise from accumulated arrears following prolonged non-payment or irregular payments.
Other possible causes include prolonged estimated billing, meter tampering or other meter irregularities.
“A higher bill may occur when an actual reading becomes available after a period of estimated billing, as consumption that was previously under-recorded may then be reflected in the subsequent bill,” he said in a statement today.
Yusri said Sarawak Energy also acknowledged that meter-reading or billing discrepancies could occur and would investigate and rectify any issue uncovered during the review.
Customers experiencing difficulty settling outstanding charges may be offered an instalment payment arrangement after completing the review or appeal process.
Billing concerns can be lodged through the Customer Care Centre at 1300-88-3111, customercare@sarawakenergy.com, the SEB cares mobile application, virtual agent Carina or any Sarawak Energy customer service counter.
Sarawak Energy, which operated special counters at Wisma SESCO from September 2 to 4, said similar engagement sessions were being planned for other locations across Sarawak.
