KUCHING: As part of efforts to enhance customer service excellence particularly in the Bintulu region, Sarawak Energy Bhd (SEB) has deployed additional manpower and extended working hours to improve service capacity, including processing customer applications, meter reading, and billing services.
The company in a statement said the initiative aimed at increasing in-person customer touch points, complementing existing online services and digital platforms such as SEB Cares.
“SEB has also recorded a surge in electricity meter applications in Bintulu, and is closely overseeing the process, coordinating with other regional teams to ensure adequate support is provided as demand increases.
“Due to the high volume of applications, the company is actively enhancing communication protocols to keep customers better informed on the status of their applications, enabling timely installations and minimising processing delays,” it said.
In addition to these efforts, the company said it continues to support customers with other account- related matters, including applications to change the name of the registered account holder.
“SEB assures the public that this is a straightforward process that can be completed promptly, provided all required documentation such as proof of property ownership or a valid tenancy agreement for rented properties is submitted, and that there are no outstanding balances on the account in question,” it said.
The company added that to ensure electrical works continue smoothly, SEB also maintains regular engagement with internal wiring contractors and the Sarawak Housing and Real Estate Developers’ Association (SHEDA), with another engagement session scheduled for later this month.
SEB’s Retail Vice-President, Ng Shou Fui, said the company is committed to enhancing their service delivery across Sarawak and have consistently enhanced its services based on valuable feedback from our customers and other stakeholders.
“By working closely with our contractors and improving how we communicate with customers, we continue to ensure our processes run efficiently,” Ng said.
As part of its broader efforts to enhance service quality across the state, the company is also piloting a mobile service counter initiative.
The vehicle-based service will be deployed to selected rural areas, allowing residents to pay bills and access essential services closer to home, addressing gaps in service provision and ensuring equitable access across Sarawak.
Meanwhile, SEB service centres remain supported by dedicated on-site staff and customer greeters, who assist with self-service kiosks and guide visitors through available services.
Customers can also book appointments in advance via the Sarawak Energy Appointment System (SEAS) and are encouraged to check the document checklist at sarawakenergy.com/customers/customer-service to ensure smooth processing during their visits.
For enquiries or assistance, customers may contact Sarawak Energy’s 24/7 Customer Care Centre at 1300-88-3111, use the SEB Cares mobile app, or email customercare@sarawakenergy.com.
