FAQs on Meter Replacement (Due to Meter Tampering)

How does TNB back bill for cases of meter tampering?

TNB back bills based on two main criteria:

  • Percentage of revenue loss calculated based on:
    • Three months’ usage recorded by the new meter at the customer’s premises
    • Percentage of meter error as tested by the calibrating devices on site
  • The event date - this is identified from the historical usage data and trending pattern kept in TNB’s billing database

Can customers appeal against the back-billed amount?

Yes, customers may appeal by approaching any of TNB’s designated office to discuss the matter.

Customers are encouraged to bring along the necessary evidences including S&P, water bills, tenancy agreements and other relevant supporting documents to allow TNB to come to an amicable amount.

Does TNB have the right to disconnect electricity supply?

Yes, the law provides for TNB to disconnect the electricity supply.

What happens in cases where there is a disagreement on the terms of settlement relating to total back bill amount or the amount of instalments?

As provided by the law, customers can refer the matter to the customer’s tribunal (for cases less than RM25,000 and to the court of law (for cases more than RM25,000)

What does TNB do in cases where a customer doesn't turn up for the initial negotiations?

TNB will have to refer the case to its legal experts to reclaim the debt through the normal legal process

 

How does TNB deal in cases of dispute between premises owner / landlord and tenant?

As provided by the provision of the Electricity Supply Act (ESA) 1990, the owner/registered customer is fully responsible for the debt incurred and as such shall make provision to settle it amicably

Does TNB have a provision for the owner to make an appeal?

Yes, TNB deals with an owner’s appeal on a one to one basis. Customers are advised to contact a TNB Customer Relations Officer at the nearest Pusat Khidmat Pelanggan or e-mail to tnbcareline@tnb.com.my by providing the following info:

  • Account Number:
  • Registered customer’s name:
  • Contact No:
  • Email address: (where applicable):

How does TNB get information with regards to Meter Tampering?

TNB gathers information from a number of sources such as public tip offs and from its own database system

Are there a lot of complaints from flat / apartment dwellers on increased consumption after the routine meter replacement exercise?

While the majority of cases are still due to theft of electricity, there are a handful of those that would have purchased or rented a property where the previous owner has tampered with the meter, thus resulting in them having to bear the back-billed amount.

To assist the customer, TNB has stated in its letter of claim that the owner / tenant needs to liaise with the nearest TNB office and provide the necessary evidence. In majority of cases, TNB gives the owner/ tenant the benefit of the doubt.

Why do flat and apartment dwellers who have NO access to their meters are held responsible towards the tampering of the meter/installation as only the JMC (Joint Management Committees) have access to the metering rooms?

While the above is true, owners / tenants need to seek clarification from JMCs with regards to this issue. TNB on its part only reclaims the amount that has been under billed as a result of the tampering to the meter/ installation and allows for owners/ tenants to make the necessary representation to its nearest office to seek clarification by providing evidence of S&P etc.

General reports in the media have only been from the domestic customers. Does TNB also identify other sectors of customers with regards to meter tampering?

Yes, TNB has also identified meter tampering in other customer sectors namely the commercial, industrial and agriculture sectors. Fifty percent (50%) of the cases recorded on meter tampering is from the domestic sector  as 85 % of TNB customers are from this sector.

Since there have been numerous complaints with regards to meter replacement due to meter tampering from Selangor and Wilayah Persekutuan KL, what is TNB’s initiative to address this issue in the affected areas?

TNB has set up numerous counters at several TNB offices to handle cases related to meter tampering and meter replacement issues. 

Starting 15 September 2011, customers may also call us at 1-300-88-5454, and press 5 for "Information on TNB meter replacement".

Where can customers report on meter tampering cases?

Customers can report direct to TNB via different channels:

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