FOR POWER OUTAGE OR BREAKDOWN, PLEASE CALL 15454
FOR POWER OUTAGE OR BREAKDOWN,
PLEASE CALL 15454

About MyTNB Bills

Welcome to MyTNB Bills microsite.

On 21 July 2016, TNB upgraded its billing system to 8.5 million customers across Peninsular Malaysia under its MyTNB initiative.

Following the changeover to the new service, TNB is aware of billing issues that are affecting a number of its customers. This includes some customers not receiving their electricity bills for the months of July, August and September 2016. Other customers may have received estimated bills which are calculated on a customer’s power consumption averaged over the last six months.

If you have yet to receive your electricity bills for July, August and September 2016, have queries on how to pay your bills or are concerned about making late payments, this microsite will provide you with the answers to your questions.

TNB deeply regrets any inconvenience caused to customers affected by this issue. We are taking corrective steps to immediately address customers’ concerns and minimise the impact of billing issues.

TNB is committed to resolving all issues as soon as possible and ensuring there are no further issues by the end of November 2016. As the nation’s leading power generation company with a proud 65-year history of providing reliable and secure power supplies to business and residential customers across Peninsular Malaysia,  the board and management of TNB remain committed to ensuring the highest levels of customer service at all times.

If you have any questions about your bill, please call our toll-free helpline at 1300 88 5454 or email billing[at]tnb.com.my for further information.

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What is TNB New Billing System?

What is TNB New Billing System?

Introduced on 21 July 2016, the Billing and Customer Relationship Management (BCRM) upgrade is a long-term TNB initiative which provides our customers with greater access to information about your power consumption, usage and bills. The BCRM programme involves an upgrade of TNB's billing system which took effect late July 2016. 

New Bill Account Numbers

The upgrading of TNB’s billing system has resulted in account numbers being changed from 14-digits to 12-digits. Payment of bills will still be accepted using both the new 12-digit account number and old 14-digit account number. Any payment made using the account numbers will be reflected in monthly bills. 

Bills For July, August and September 2016

During the changeover to the new BCRM service, TNB is aware that a number of our customers have not received their electricity bills for the months of July, August and September 2016.TNB is aware of this issue and would like to assure customers who have not received their bills for July, August and September 2016 that they will not be disconnected due to non-payment.

TNB deeply regrets any inconvenience to customers who have been affected by this issue.

Estimated Bills

Some TNB customers may have received an estimated bill for the months of July, August and September 2016.

An estimated bill is generated when a customer’s meter is not read by a TNB meter reader during the normal 30-day billing cycle. The estimated bill is a bill that is based on an estimate of your consumption of electricity in a month. The amount stated on an estimated bill is derived from your average consumption, calculated automatically by our billing system based on your monthly electricity usage for the last six months.

For a detailed explanation on how estimated bills are calculated, please click here - https://www.tnb.com.my/residential/billing/

Bill Payment

Customers who have not received their bills for the months of July, August and September 2016 may make payment by paying the equivalent amount recorded on their last generated bill. Similarly, customers who have received an estimated bill from TNB for July, August and September 2016 may also opt to make payment by paying the equivalent amount recorded on their last generated bill. Affected customers can go to the nearest Kedai Tenaga or approved payment outlet with a copy of their previous month’s bill to make payment.

Late Payment:

Customers who have yet to receive their bills for July, August and September 2016 or have received an estimated bill will not have to pay a late penalty when making payment. Any under or over-payment for July, August and September 2016 by customers will be reconciled and reflected in a future bill.

Online Payment

TNB advises customers to check with their respective banks on updating online payment instructions for their monthly TNB bills.

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FAQs - Billing Issues

1. Why have I not received my bill for July, August and September?
Following the upgrade to TNB’s billing system, TNB is aware that a number of customers have not received their bills for July, August and September or have received their bills late. This is a result of issues in rendering the bills for some customers. Customers who have not received their bills for July, August and September, will receive them via mail or by hand from their TNB meter reader. Additionally, customers may obtain a copy of their bills in the following ways:

2. I have not received a bill for July, August and September. Will my power supply be disconnected?
TNB assures customers who have not received their July, August and September bills that their power supply will not be disconnected.

3. Why have I received an Estimated Bill?
An Estimated Bill is generated when a customer’s meter is not read by a TNB meter reader during the normal 30-day billing cycle.

4. I have received an Estimated Bill that is outside my normal 30-day billing cycle. Does this mean I have to pay more?
An Estimated Bill that is above the normal 30-day billing cycle is calculated on a prorated basis. A prorated calculation determines the units to be charged according to tariff blocks beyond the set units under normal calculation, thus benefitting customers.

For example: assuming consumption of 452kWh, the prorated charge for an estimated bill for a 45-day billing cycle is RM 116.53 instead of RM155.52.

With a prorated bill calculation, the GST charged is lower thereby further benefitting customers.

Tarif Block (per month) Unit charged on prorate basis (kWh) Rate (RM) Amount charged according to prorate method (RM)
200 kWh 200 x 1.5 = 300 0.218 65.40
100 kWh 100 x 1.5 = 150 0.334 50.10
300 kWh 452 - 300 - 150 = 2 0.516 1.03
Total 452   116.53

5. Why have I received 3 months of Estimated Bills in a single bill?
During the upgrade to the new myTNB Bills system, TNB was unable to generate bills for the months of July, August and September 2016 for some customers. Now that the upgrade has been completed, TNB is now able to generate estimated bills to those affected customers who did not receive bills during this period.

6. Will I be receiving more than 1 month’s bill again in my next bill?
No. Now that the myTNB Bills upgrade is complete, customers will be receiving their bills in the normal 30-day cycle starting November 2016.

7. I cannot afford to pay 3 months of bills at once. What can I do?
Customers who have received 3 months of estimated bills can pay in instalments. For more information, please go to the Instalment Payment section of this FAQ or visit your nearest Kedai Tenaga to discuss your instalment payment plan with our Customer Service representatives.

8. I have not received any bills for July, August and September 2016. What should I do?
TNB is in the process of generating and delivering bills in phases. If you wish to obtain or view your bills immediately, customers may:

  • View their bills online at TNB’s Self Service Portal
  • Visit the nearest Kedai Tenaga to obtain a copy of their bill; or
  • Call our toll-free TNB Careline number at 1300 88 5454 or email billing[at]tnb.com.my
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FAQs - Bill Payment

1. I have not received my bill for July, August and September. How do I pay them without a bill?
Customers who have not received their bills for July, August and September 2016 may make payment by paying the equivalent amount recorded on their last generated bill. Customers can go to the nearest Kedai Tenaga or approved payment outlet with a copy of their previous month’s bill to make payment.

2. I have not received any bills at all! How should I pay for them?
Similarly, customers who have not received any bills recently may make payment by paying the equivalent amount recorded on their last generated bill.

3. I have received an estimated bill from TNB for July, August and September which is much higher than my usual bill. Do I have to pay the amount stated in the estimated bill?
Customers who have received an estimated bill from TNB for July, August and September 2016 may also make payment towards these bills by paying the equivalent amount recorded on their last generated bill.

4. How do I know if I’m paying the exact amount for these months without a bill?
Any under or over-payment for July, August and September 2016 by customers will be reconciled and reflected in a future bill.

5. Will I be charged with a penalty for making late payment?
No, customers will not have to pay a late payment penalty when making paying for their July, August and September bills.

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FAQs - Installment Payment Plan

1. I have received three months of Estimated Bills. How do I apply for an instalment payment plan?
Customers have to visit their nearest Kedai Tenaga and officially apply for an instalment payment plan.

2. What is the process for applying for an instalment payment plan?

  • Fill in and complete the application form for an instalment payment plan
  • Verify your account with a copy of your Estimated Bill
  • Confirm the instalment payment amount with our Kedai Tenaga personnel

3. What is the maximum period for an instalment payment plan?
Instalment payments will be permitted for a maximum of three months.

4. I received an Estimated Bill for one month only. Am I eligible for the instalment payment plan?
Only customers who have received two months or more of Estimated Bills are eligible for an instalment payment plan.

Customers who did not receive Estimated Bills but would like to apply for an instalment payment plan are subject to TNB’s existing Financial Guidelines.

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FAQs - New Bill Account Numbers

1. Why has my bill account changed from a 14-digit number to a 12-digit number?

The upgrading of TNB’s billing system has resulted in bill accounts being changed from 14-digit account numbers to 12-digit account numbers. However, bills may still be paid using both the new 12-digit account number and the old 14-digit account number.

2. Can I continue to make payments using my old account number?

Yes, payments made to the old account number are still accepted by the new billing system and will be reflected in future bills.

3. Will credit in my old account be carried forward to my new account number?

Yes, any credit balance in your TNB account stays intact as rigorous safeguards have been put in place during the system upgrade to protect credit balances.

Should your credit balance not be reflected under your new account number, please contact TNB Careline at 1300 88 5454 for assistance

4. I pay my TNB bill through Autopay or Direct Debit. Do I have to re-register my new account number?

Re-registration is NOT required for those customers who pay via Autopay or Direct Debit.

5. I pay my bills at Kedai Tenaga. Do I have to inform them about my account number?

Payment of bills at any Kedai Tenaga outlet will be automatically reconciled by the upgraded billing system to the new 12-digit account

6. Do I need to update my Favourite Bill Payment in my Internet banking account?

TNB customers are encouraged to update the ‘favourite payee’ section in their Internet banking accounts

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