Sarawak Energy Customers Must Comply with Standard Operating Procedures (SOP) at Customer Service Centres

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All staff and customers at Sarawak Energy counters must comply strictly with the Standard Operating Procedures (SOP) following the reopening of its customer service counters operations on 12 May under the Conditional Movement Control Order (CMCO).

Customer service centres in Kuching (Saradise), Miri (Permyjaya) and Bintulu (Bintulu Town Square) have resumed operations from Monday to Friday from 8.30 am to 4.00 pm. Customers service centres in Sri Aman, Sibu, and Sarikei that operate from their respective regional offices have also resumed their operations with the same operating hours.

Customers can also visit Sarawak Energy’s service counters at UTC centres in Kuching, Miri and Sibu with the operating hour of 8 am to 4 pm daily.

Counters in other locations such as Serian, Kota Samarahan, Lundu, Bau, Simunjan,Siburan,Betong,Saratok, Pusa, Marudi, Berkenu, Limbang, Lawas, Bintangor, Belawai, Kapit, Dalat, Daro and Kanowit are operating from Monday to Friday at 8.00 am to 12 noon.

However, customer service counters at Wisma SESCO, Kuching and Sibu Civic Centre will remain closed till further notice.

Payment kiosks located in Kuching (Saradise), Bintulu (Bintulu Town Square) and Miri (Permyjaya) customer service centres will continue to be in operation even during public holidays from 7 am to 7 pm daily. Starting from 25 May 2020, payment kiosks at these locations will extend its opening hours to 9pm.

Transaction services for remote areas are available at nearby post offices/POS Mini, Kedai Mesra PETRONAS, banking branches at RHB Bank, Bank Simpanan Nasional (BSN) and Agrobank, any BSN agents or ePay agents.

At open customer service counters, precautionary health requirements such as thermal scanning of customers at entrances, limiting the number of customers entering centres at any one time to maintain social distancing, ensuring everyone wears face masks and providing hand sanitisers to customers are also being strictly practised.

Staff have been assigned to assist and control customer movement to ensure compliance. Sarawak Energy’s General Manager for Retail, Ng Shou Fui said the assigned staff would see to the needs of the customers while controlling numbers to ease the flow of the services.

“We are also recording customers details for potential contact tracing purposes,” Ng added.

Ng encouraged customers to utilise the “SEB cares” mobile app to track and pay their bills, to avoid conducting face to face transactions, adding that the Customer Care Centre is operating 24/7 and customers can contact staff operating the centre anytime for assistance relating to electricity matters.

“Our staff are always ready to provide assistance to customers,” Ng said, disclosing that among some of the frequently required services from Customer Care Centre by customers include checking on bill charges, update meter reading, report on power interruption and faulty streetlights.

During the MCO period, meter reading and bills delivery services were temporary stopped, and electricity bills were estimated based on customers’ past consumption.

As the services resumed starting from 13 May 2020, customers who received high estimated bills may update their actual meter reading by sending a photo of the meter with its reading and forward to Sarawak Energy’s Customer Service Counters or Customer Care Centre via email at customercare@sarawakenergy.com or through “SEB cares”. Otherwise, these high estimated bills will be normalised or adjusted when actual reading is taken by the meter readers.

SEB cares is Sarawak Energy’s online mobile app and is available at the Google Play Store or Apple App Store; or accessible via https://sebcares.sarawakenergy.com.my.

Electricity bills can also be paid through alternative digital platforms such as online banking via JomPay, e-wallets like Sarawak Pay, Boost and GrabPay as well as via online shopping platforms Lazada and Shopee.

For more information, customers and eligible account holders can contact Sarawak Energy’s 24/7 Customer Care Centre at 1300-88-3111 or refer to https://www.sarawakenergy.com/media-info/announcements-publications/announcement-economic-stimulus-package-sarawak-electricity-bill-discount.

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