As expectations around digital services continue to evolve, customers increasingly look for greater convenience, transparency and control in how they interact with essential services, including electricity. What was once limited to bill payments and service enquiries has gradually expanded into a broader expectation for seamless, real-time engagement.
In this context, Tenaga Nasional Berhad (TNB) has progressively developed myTNB into a central digital platform that connects customers to its services. myTNB was first introduced in 2013 as a service-oriented platform, focusing on providing customers with simple and convenient access to essential services. At this stage, the emphasis was on ensuring that core functions were easy to understand and navigate.
This was followed by a significant revamp in 2017, marking the second phase of development, where the platform became more informative and efficient, enabling customers to access key information more quickly.
Since 2019, myTNB has continued to evolve into its current enhanced state, with a stronger focus on delivering a faster, more seamless and user-friendly experience. Today, myTNB serves as a key interface through which customers access information, manage their accounts and interact with TNB’s services in a more direct and convenient manner.
Digital Solutions Supporting Everyday Customer Needs
As the platform continues to evolve, myTNB has expanded beyond a single service interface into a more integrated ecosystem of digital solutions designed to support everyday customer needs.
Features such as myHome provide a one-stop solution for customers managing electricity matters during home transitions, while the Scheduler function customers to book appointments online based on their preferred availability.
In addition, Outage Notifications provide updates on supply disruptions and restoration status, helping customers stay informed and plan accordingly. For customers seeking greater control over their electricity usage, Tenaga Prepay introduces a prepayment option that supports customers in monitoring and managing their electricity spending and consumption.
These capabilities are further complemented by features such as Time-of-Use (ToU) tariffs, which encourage customers to shift electricity usage to off-peak periods, and the Green Electricity Tariff (GET), which enables customers to participate in a renewable energy programme without requiring on-site renewable installations.
Together, these features reflect how myTNB is evolving into a more comprehensive digital platform that supports both service accessibility and more flexible energy management.
Strengthening Access Through Secure Digital Identity
As part of efforts to enhance the digital experience, myTNB has integrated with MyDigital ID, a national digital identity initiative introduced to strengthen secure online authentication.
Through this integration, customers are able to access myTNB using a single set of credentials via Single Sign-On (SSO), reducing the need to manage multiple logins across services. This is supported by enhanced security measures, including encryption and digital certificate-based authentication, ensuring secure and reliable access.
By enabling unified and secure access, MyDigital ID enhances user convenience while strengthening trust in the platform.
Extending Engagement Beyond Digital Platforms
While myTNB serves as a central digital platform, TNB adopts a multi-channel engagement approach to ensure customers are supported across different touchpoints. This is reflected through four primary channels — Click, Call, Come Over and Go Over — which collectively enhance accessibility and customer engagement.
Click
The “Click” channel represents digital engagement through the myTNB application and portal, enabling customers to access self-service tools, receive notifications and stay updated on their electricity usage and services.
Call
The “Call” channel provides direct access to customer support centres for billing enquiries, technical issues and general assistance.
Come Over
The “Come Over” channel facilitates face-to-face interactions at Kedai Tenaga.
Go Over
the “Go Over” approach extends services to the community through field teams conducting site visits for inspections, installations and service-related support.
Together, these channels complement the digital platform, ensuring a more inclusive and accessible customer experience.
Expanding Reach and Digital Adoption
The growing adoption of myTNB reflects its increasing relevance in customers’ daily energy interactions. As at March 2026, the platform has reached over 7.5 million users, with approximately 4.3 million active users engaging regularly. This is further supported by more than 6.5 million application downloads. This scale of adoption positions myTNB as one of TNB’s primary digital touchpoints, enabling engagement with a significant portion of its customer base through a single, integrated platform.
This scale of adoption positions myTNB as one of TNB’s primary digital touchpoints, enabling engagement with a significant portion of its customer base through a single, integrated platform.
At the same time, more than 5.1 million contract accounts have transitioned to digital billing, reflecting a continued shift towards more efficient and accessible communication channels.
Improving Transparency and Customer Experience
Beyond convenience, myTNB enhances transparency by providing customers with greater visibility over their electricity consumption. Through access to usage data and historical trends, customers are able to better understand how and when electricity is consumed.
When integrated with smart meter data, this visibility becomes more granular, supporting more informed decision-making and closer monitoring of usage patterns.
The effectiveness of the platform is also reflected in customer experience measurements. As of Q1 2026, the myTNB application recorded a Customer Experience Index (CEI) of 94%, while the portal achieved 96%, contributing to an overall score of 97% across TNB’s service touchpoints.
Customer feedback continues to inform ongoing improvements, particularly in areas such as system responsiveness and application performance.
Towards a More Integrated Digital Energy Experience
As the energy sector continues to evolve, digital platforms such as myTNB are becoming increasingly important in shaping how customers engage with electricity services. By bringing together access, visibility and convenience within a single interface, myTNB is gradually supporting a more connected and responsive energy experience.
Note: As a continuation, the ESG story titled "myTNB: Empowering Customers Towards Smarter and More Sustainable Energy Use" will be featured in the next publication.