The Customer is Always
Exceptional customer experience, quality of service, and effective engagement are the keys to ensuring long-term customer trust and loyalty.
A CUSTOMER-FOCUSSED APPROACH
It is our pride and our privilege to serve our diverse range of customers with quality products and services, while continuously finding ways to enhance the customer experience. In recent years, we have also sought to empower our customers with smart solutions that will help them thrive in a more liberalised and digitalised market.
TNB CUSTOMERS IN PENISULAR MALAYSIA IN FY2019
We supply most of Malaysia's 32 million population.
Customer that carry out commercial activities.
Customers that manufacture goods and services and account for most of our electricity sales.
Customers from the agricultural and mining sectors,street lighting and RE generators.
CUSTOMER ENGAGEMENT AND SATISFACTION
Our annual Customer Satisfaction Index (CSI) is the primary platform to gauge how happy our customers are with our service delivery and solutions. Several aspects are included in the assessment, such as TNB’s reputation, branding, reliability of electricity supply and energy efficiency, as well as the customer service experience. In 2019, we achieved a high score of 8.1 in our CSI for the fourth consecutive year.
CUSTOMER FEEDBACK MANAGEMENT
Our Customer Feedback Management system allows us to receive and address critical feedback from our customers. In 2019, SMS notifications were added to our feedback mechanisms for feedback on specific services.
Safeguarding Customer Privacy
With technology playing such a major role in the lives of our customers, protecting their data and security is a top priority. Data privacy and access are managed through the Cyber Security Operation Model (CSOM), our Personal Data Protection Policy, and strict security controls. TNB acts in compliance with all regulations, including the Personal Data Protection Act (PDPA) 2010.
Future-proofing Our Relationships
We are enriching the lives of our customers by empowering them to navigate the complexities of the electricity supply industry.
TNB is adopting a customer-led approach to improve customer experience. Leveraging our energy efficiency (EE) and Renewable Energy (RE) solutions, we are equipping them for the future of the electricity supply industry with smart solutions.
These smart solutions comprise the AMI initiative, including the deployment of smart meters, and several EE solutions to promote a more sustainable lifestyle. For non-domestic customers, we offer a solution for our customers to monitor and manage their energy consumption via our Maevi-B Smart Energy Management platform. Maevi-B is a cloud-based smart energy management platform which allows its users to monitor, analyse, and manage the energy consumption of all their assets in real-time from a single location, no matter where they are.
Encouraging the Local RE Market by Facilitating Customers' Needs
Renewable Energy (RE) is the future, and we support the Government's initiatives to drive its development in Malaysia. That’s why we provide our customers with several avenues for RE generation and supply, including the Feed-in Tariff (FiT) programme and the NEM scheme.
The FiT enables owners of solar PV systems with Feed-in Approvals to supply electricity to the grid at a fixed price. To date, 9,105 FiT projects have been commissioned with an installed capacity of 521MW.
Meanwhile, NEM allows customers to export excess energy produced from their solar PV systems on their rooftops or premises to the grid on a “one-on-one” basis.
We have also introduced myGreen+ and mGATS to boost green energy development in Malaysia. myGreen+ provides customers with the option of purchasing green energy without having to install RE fittings, while mGATS allows customers to purchase Renewable Energy Certificates (REC).
- Introducted in 2011 for several RE resources including solar, mini hydro, biomass and biogas.
- Applicable to FiAH registered with Sustainable Energy Development Authority (SEDA).
- The RE quota for solar has been removed, but maintained for other RE sources.
- FiAH can sell electricity to Distribution Licensees (i.e companies that distribute electricity) at a fixed premium rate (the FiT rate), for a fixed period of time.
- Introduced in 2016 for solar PV rooftops only.
- Applicable for TNB customers in Peninsular malaysia who are registered with SEDA
- Electricity produced from the installed solar PV system will be consumed by the producer first, and any excess will be exported to TNB on a "one-on-one" offset basis