Electricity Supply Service Performance Standard.
Guaranteed Service Levels (GSL)
These guaranteed service levels, as stipulated below, set the required levels for the purpose of ensuring the quality of the delivery of services of TNB, whereby failure to comply on the part of TNB will result in penalty in the form of rebate to consumers.
| GSL | Description | Rebate |
|---|---|---|
|
1. Availability of Supply - Frequency of Interruption |
The frequency of unplanned supply interruptions (breakdown) experienced by users within a year (January to December):
Supply disruption caused by natural disasters, adverse weather conditions and planned interruptions (for maintenance) is excluded. In the case of GSL 1 non-compliance, affected users can make a claim within two months in the following year. |
Domestic consumer
Commercial consumer
Industrial consumer |
|
2. Availability of Supply - Restoration Time |
The time taken to restore supply:
Supply disruption caused by natural disasters, adverse weather conditions and planned interruptions (for maintenance) is excluded. In the case of GSL 2 non-compliance, affected users can make a claim within two months after the incident occurred. |
Domestic Consumer
Commercial Consumer
Industrial Consumer |
| 3. Providing Supply |
The time taken to reconnect the service requires the installation of low-voltage cable after the premises to be given the supply is ready to receive the cable, and subject to the wayleave approval from the parties concerned.
In the case of GSL 3 non-compliance, affected users can claim the rebate within two months after the supply is connected. |
RM50 applies only to individual low voltage domestic applications that requires no more than 3 poles (for overhead line) OR no more than 100m (for underground cable) nearest to the premises. |
| 4. Providing Supply |
Time taken to connect a new electricity supply for individual domestic low voltage consumers, after deposit is paid (date to be agreed jointly between the user and TNB and access is given).
In the case of GSL 4 non-compliance, affected users can claim the rebate within two months after the supply is connected. |
RM50 |
| 5. Customer Contact |
Electricity supply disconnection will be performed in accordance with applicable law and procedures in place. In the case of GSL 5 non-compliance (wrongful disconnection) , affected users can claim the rebate within 2 months after the date of non-compliance. |
RM100 |
Guaranteed Service Level (GSL) Rebate claim
You can claim a rebate from us if you have faced any problems with our Guaranteed Service Level (GSL). To learn more about our GSL, Sign-in to myTNB website, then click on Help & Support.
Minimum Service Levels (MSL)
The minimum service levels as stipulated below set the minimum levels that TNB needs to adhere to in delivering its services to consumers. It serves as a measurement of the efficiency of the delivery services of TNB in carrying out its statutory duty to supply electricity under the Act.
| Service Dimension | Service Indicator | Performance Level |
|---|---|---|
| Availability of Supply |
1a. Minimum duration of notice for planned/scheduled interruption of electricity supply. 1b. Upon request, time taken to provide initial information to Consumer who report on electricity interruption. |
2 days 1 hour |
| Quality of Supply |
2a. Time taken to rectify voltage complaint or limit violation and to correct voltage complaint which requires network reinforcement. 2b. Time taken to complete investigation of over voltage from complaint receipt date. 2c. Time taken to provide a complete report of voltage sag from complaints received date. |
180 days 30 working days 14 days |
| Providing Supply |
3a. Time taken to inform the developer of the connection charges to be paid upon receipt of complete application.
3b. Time taken to implement electrification scheme requiring new substations after connection charges paid, way leave obtained and successful taking over of substation building by TNB:
3c. Waiting time at site for appointment to connect electricity supply. (Unavoidable occurrence must be followed up by returning call in not less than 1 hour before the appointment time). |
30 days
60 days 180days 120 days 1 hour |
| Customer Contact |
4a. Time taken to reply to written enquiry or complaint. 4b. Queuing time at customer service counter. 4c. Time taken by customer service officer at CMC 15454 to pick up ringing telephone. |
5 working days 15 minutes 90% calls answered within 30 seconds. |
| Metering Services |
5a. Time taken to attend and respond to metering problem or dispute upon official notification/ request by the consumer (appointment, visit, testing, replace, relocate, etc). 5b. Time interval between successive rendering of bill(s). |
5 working days 1 month |