TNB Brought Together a Special Team to Handle Smart Meter Complaints

15/05/2019

Tenaga Nasional Berhad (TNB) has set up a special team to handle complaints about smart meters in Melaka immediately, including relating to the accuracy of meters.

The special team explains in detail and provides a face-to-face explanation to users to resolve the complaints received.

Smart meter users who have any complaints are again advised not to worry because TNB is prepared to provide information and solutions, including crediting the excess payment in their bill if surplus charges occur.

Complaints received and resolved include those that dispute the accuracy of smart meters and bills increase after the smart meter installation.

TNB’s investigation found that the installed meter is accurate. On the other hand, it is found that a small part of the complaint is due to the human error during the installation of meters.

As for bill increase complaints, some are because the consumers need a detailed information on the bills listed on the myTNB app, and previous meters are no longer efficient and cannot record the readings accurately.

Undoubtedly, a small number of complaints arise from the current human error factor during the installation of meters. TNB's investigation also found that there was some tampering on the old meters. Based on the complaints received, TNB has improved the method of acceptance and methods of taking action against complaints.

TNB has also met with the Chief Minister of Melaka, YAB Adly Zahari on 10th May 2019 and the state government exco on 13th May 2019 to share the latest developments on the entire smart meter project in Melaka besides explaining the complaints about smart meters. TNB has noted the responses and suggestions made by the state government.

Similar meetings have also been made with the Suruhanjaya Tenaga (ST). For complaints or inquiries regarding smart meters, users may contact the TNB customer service careline at 1300-88-5454, or by visiting any of these TNB offices at Jalan Banda Kaba, Alor Gajah, Jasin, Merlimau and the Urban Transformation Center (UTC) at Jalan Hang Tuah.