Meters are replaced because:

• Meters are found to be faulty
• Meters have exceeded lifespan of 15 years - this is a routine meter replacement program
• Meter tampering has occurred

There have been misperceptions on the program as a result of one-sided reporting in the news media on complaints of high bills after meter replacements. Eighty percent of the cases reported by the media are generally due to meter tampering.

More often than not, complaints of high or excessive billing are actually an indication that there have been discrepancies at some point in the past. It is only with accurate reading of the new meters that such discrepancies were detected. Hence the sudden spike in the bills.

>> Read more on Meter Replacement due to Meter Tampering

TNB replaces aged meters with a lifespan exceeding 15 years because it may no longer record accurate consumption of electricity at a customer’s premises. Replacement of aged meters is also practised by other utility companies worldwide.

TNB’s customer database provides records of meters which have been in use for more than 15 years.

All customers with meters that exceed the lifespan of 15 years will be affected in this meter replacement program.

• Aged / routine meter replacement - The cost of meter installation at customers’ premises will be borne by TNB without any back billing to the customer
• Faulty meter - The cost of meter installation at customers’ premises will be borne by TNB.  However, customers will be back-billed for up to three (3) months from the date the customer is notified of the meter replacement
• Theft of electricity - The cost of meter installation at customers’ premises will be borne by TNB.  Customers will be back-billed from the point that the theft is identified to have started (where readings indicate a sudden dip in billed consumption)

• For the aged /routine meter replacement program - there will be supply interruption at the customers’ premises for 15 minutes to 1 hour
• For replacement of meters due to meter tampering - the affected customers under the Ordinary Power Customer (OPC) category will experience supply interruption for approximately 1 hour
• For replacement of meters due to meter tampering - Large Power Customers (LPC) will also experience supply interruption but the duration will depend on the nature of tampering to the metering system.

The meter at customers’ premises are owned by TNB.  However, each customer is responsible to ensure that the meter is in good condition

TNB will install electronic meters at customer’s premises during this meter replacement program

For aged /routine meter replacement program, the type of meter previously installed at a customer’s premises is the electromechanical meter. For faulty meters or in cases of theft of electricity, the meter installed at the customer premise could be either the electronic or electromechanical meter

Both electromechanical and electronic meters have the same accuracy class and hence will give the same accurate reading. However, the reading accuracy is also influenced by factors like lifespan, weather conditions and the location where a meter is installed.

Yes. TNB can place the meter outside the premises if there are problems accessing it at the current location (i.e. inside the premises). 

Relocation will not be charged and will be done via appointment.

Not necessarily. However, in some cases, aged meters may record lower consumption compared to the new meters due to:

• Changes in weather, whereby a rise/drop in temperature will lead to the corresponding changes in the usage of air conditioners and  water heaters
• Festive seasons
• The aged meter was tampered or altered to reduce the consumption recorded by the meter

All meters are calibrated and are MS ISO/IEC 17025:2005 accredited.

No, customers cannot stop TNB from replacing the meter at his or her premises since the meter is owned by TNB.

The meter will be replaced by TNB’s appointed contractors who will be fully supervised by TNB staff.  The contractors carry a TNB/NIOSH I.D. while the TNB staff wears TNB uniform and carries a TNB staff identification pass.

For aged/routine and faulty meter replacement, TNB staff is not allowed to enter a customer’s premises if the gate is locked. 

As an option, a customer can choose to fix an appointment for his/her meter to be replaced.

Replacement of meters are conducted during the normal working days and also on weekends (via appointment)

Affected customers will be notified through written notice at least 48 hours before the meter replacement is done

Yes, consumption recorded from both aged and current meters will be calculated and included in customer’s electricity bill

Yes, it is possible for a customer to read the meter at his / her premises. Just fill in the Self Meter Reading (SMR) registration form which can be obtained at any Pusat Khidmat Pelanggan TNB. Equally, customers can also register via our e-Services which is available at TNB website.

TNB back bills based on a 3 months usage recorded by the new meter installed at the customers’ premises

Customers will enjoy the following:

• TNB will relocate the meter outside the customers’ premises if the current location is inaccessible to our meter readers.  This service is free and provided via appointment
• TNB will also replace the existing service cable if the wires are no longer in good condition. TNB will carry out the related work via appointment with the customers
• During the aged/routine meter replacement work, TNB can confirm whether tampering of aged meter had been done without the knowledge of current house owner / tenant