ANNOUNCEMENT
FREQUENTLY ASKED QUESTIONS:
ELECTRICITY BILL DISCOUNTS UNDER THE PRIHATIN & BANTUAN KHAS
SARAWAKKU SAYANG COVID‐19 PACKAGE
- What is the effective period for the electricity bill discount?
The discounts are given for a period of six months for electricity consumption from 1 April until 31 December 2020. - Which customer categories are eligible for the discounts?
The eligible customer categories are:
Customer Category Description Domestic – D Private dwelling purposes with no commercial or industrial activities in such premises. Commercial–C1, C2 & C3 Premises with commercial or trading activities. Industrial – I1, I2 & I3 Premises with industrial activities e.g. processing factory, with at least 80% of consumption is from motor load. - What are the discount rates for electricity bill?
The discount rates are as follows:
Customer Category Discount Rate* Domestic-D 25% Commercial – C1, C2 & C3 15% Industrial – I1 & I2 10% Industrial – I3 5%
* Inclusive of discounts announced by the Federal Government.
- Will I get the discount for electricity consumption in March 2020 for my bill that is issued in April?
Only consumption in April 2020 will be entitled for the discount. If the bill issued in April includes consumption in March and April 2020, the prorated consumption in April will be entitled for discount.
Example for domestic tariff:
Billing period:
15/03/2020 to 14/04/2020
(Number of days in March = 16 days)
(Number of days in April = 14 days)
Total monthly consumption:
450 kWh (first 600 kWh is not subject to 6% service tax)
This includes 16 days consumption in March
Prorated consumption in April:
14/30 days x 450 kWh = 210 kWh
(Only April consumption is entitled for discount)
Tariff rate:
29.50 sen/kWh
Total bill before discount:
450 kWh x RM0.295 = RM132.75
Total bill after discount:
[450 kWh x RM0.295] ‐ [210 kWh x RM0.295 x 25%]
= RM132.75 – RM15.49
= RM117.26
- How is the discount being calculated?
The discount is for monthly energy consumption only
Example for domestic tariff:
Total monthly consumption:
1,000 kWh (first 600 kWh is not subject to 6% service tax)
Tariff rate: 31sen/kWh
Bill amount before discount:
RM310 (1,000 kWh x RM0.31) + RM7.44 (6% service tax on 400 kWh)
= RM317.44
Bill amount after discount:
RM310 (1,000kWh x RM0.31) + RM7.44 (6% service tax on 400kWh) – RM77.50 (RM310 x Discount 25%)
= RM239.94
- If I have more than one electricity account registered under my name, are all my accounts entitled for the discount?
Yes, all your electricity accounts are entitled for the discounts if the accounts are registered under the approved categories/ tariffs for the electricity discount.
- Are electricity bill discounts granted automatically?
Yes, only electricity consumed from 1 April to 31 December 2020 will be granted discount automatically and the amount will be shown in the electricity bill.
- Do I need to be verified to be eligible for the electricity bill discount?
No. The discount will be reflected automatically on the electricity bills for all eligible customers/ tariffs.
- How does the billing process affect the discount on the bill during the Movement Control Order (MCO) period?
Meter reading and bill delivery services are ceased during the MCO period to protect the safety of both the customers and utility’s personnel. Electricity bills will be estimated based on the consumption history. However, the actual discount amount will be corrected once the actual reading is available.
For customers who are still receiving estimated bills after the MCO period, the discounts can be adjusted up to billing period as of 31 October 2020 only as per instruction from Ministry of Finance (MOF). Therefore, customers are encouraged to update their meter readings by submitting the photos of the meters with the readings to Sarawak Energy’s Customer Care Centre before 31 October 2020 via email at customercare@sarawakenergy.com or through the “SEB cares” mobile app, which can be downloaded from Google Play Store or Apple App Store; or access via https://sebcares.sarawakenergy.com/SEBCares/.
- My house is installed with a smart meter. What happens if the smart meter malfunctions during the Movement Control Order (MCO) period?
Customers whose homes are installed with smart meter, reading will be taken remotely. Customers will continue to have actual readings on their bills with the discount. They will be able to obtain their bills via e‐ mail or “SEB cares” mobile app. In case customers have not registered with “SEB cares”, customer can download the app from Google Play Store or Apple App Store; or access via https://sebcares.sarawakenergy.com/SEBCares/. In the event of smart meter malfunction during the MCO period, discounts will be granted based on estimated bills and the actual amount of the discount will be updated once the actual reading is obtained after the MCO.
- How does Sarawak Energy ensure that customers will still receive their electricity bills on a monthly basis during the Movement Control Order (MCO) period?
Even though the meter readers are not deployed to take meter readings and to delivery physical electricity bills during the MCO period, Sarawak Energy will continue to issue monthly bills based on estimation according to customer’s electricity consumption history.
Customers can receive their bills via e‐mail or “SEB cares” mobile app.
- How do I receive my bills during the Movement Control Order (MCO) period?
Customers can receive their bills via e‐mail or “SEB cares” mobile app.
For customers who have not registered with “SEB cares” mobile app, you can now download it from Google Play Store or Apple App Store ; or access via https://sebcares.sarawakenergy.com/SEBCares/
“SEB cares” allows you to:- View and manage your electricity bill via “View & Pay” feature
- Make bill payment via “Payment” feature using FPX or Credit Card
- Report and track on outage, faulty street light, billing and metering issues via “Make a Report” feature
- Connected with Customer Care Executives on any enquiries
- How does Sarawak Energy ensure that the discounts are given based on actual electricity consumption?
Despite the constraints during the Movement Control Order (MCO) period, Sarawak Energy will ensure that the billing process continues with the discount computed. The discounted amount will be adjusted once the actual reading is obtained after the MCO.
In order to get the accurate readings, Sarawak Energy encourages customers to forward photo of their meters with the reading to Sarawak Energy’s Customer Care Centre before 31 October 2020 via e‐mail at customercare@sarawaknenergy.com or through “SEB cares” mobile app, which can be downloaded from Google Play Store or Apple App Store; or access via https://sebcares.sarawakenergy.com/SEBCares/.
- Is there a deadline to adjust the discount based on estimated bill?
For customers who are still receiving estimated bills, final day to adjust the bill reading is 31 October 2020 as per instruction from Ministry of Finance.
- How can I report my actual meter reading for bill and discount adjustment purpose?
Customers can forward a photo of their meters with the reading to Sarawak Energy’s Customer Care Centre before 31 October 2020 via e‐mail at customercare@sarawaknenergy.com or through “SEB cares” mobile app, which can be downloaded from Google Play Store or Apple App Store; or access via https://sebcares.sarawakenergy.com/SEBCares/. All you have to do is to login or register with “SEB cares” to update the meter reading via “Make a Report” feature.
- If I have registered with “SEB cares” before but forgot my password, what should I do?
If you have lost your ‘SEB cares password’, below are the 4 easy steps to reset your password.
- At the login page, click on the "Forgot Password".
- Enter the "Login ID" (email address that has been used to register for “SEB cares” account). Then click "Request New Password".
- A system generated password will be SMS* to you. Log in with the password that is stated in the SMS.
- You are required to change password upon log in. The password needs to be minimum EIGHT (8) alphanumeric characters with at least ONE capital letter. For example: Seb12345
*The SMS will be sent to your “SEB cares” registered mobile number.
- Who should I contact for further information?
Customers who need further clarifications or information or help on “SEB cares” may contact Sarawak Energy’s Customer Care Centre at 1300‐88‐3111, e‐mail customercare@sarawakenergy.com or through “SEB cares” mobile app which can be downloaded from Google Play Store or Apple App Store; or access via https://sebcares.sarawakenergy.com/SEBCares/.