NEWS & UPDATES

KUCHING
18 SEPTEMBER 2024

Sarawak Energy acknowledges the concerns raised by the public regarding its smart meter installation activities and aims to provide clarity on the highlighted issues. Implemented by Sarawak Energy’s operational and retail arm, Syarikat SESCO Berhad (SESCO), these advanced meters facilitate accurate and real-time readings of electricity consumption, replacing the traditional meters that relied on manual readings or estimates.

Smart meters offer a wide range of benefits to consumers in Sarawak, including precise and real-time tracking of electricity consumption. This ensures that customers receive bills that accurately reflect their actual energy usage, eliminating inaccuracies associated with manual readings and estimates, and fostering greater transparency in billing. With more accurate consumption data, smart meters empower customers to manage their energy usage more effectively and potentially reduce electricity costs.

The installation of smart meters is a central component of Sarawak Energy's ongoing efforts to digitalise its energy infrastructure, in alignment with its goal of becoming a digital utility by 2025. Additionally, this initiative supports Sarawak's vision of creating a more efficient and reliable energy infrastructure, contributing to the region's overall development and sustainability.

Following the recent installation of smart meters, Sarawak Energy has received reports from customers regarding higher electricity bills. These increases are generally attributed to the enhanced accuracy of the new meters, under-registration by older meters, or seasonal changes in energy consumption. Where older meters were under-reporting usage, the new meters record energy consumption more precisely, which may result in higher charges.

To date, 7% of the replaced meters have resulted in arrears charges. These arrears bills are issued only when irregularities are detected in the previous meters, in accordance with SESCO’s Standard Operating Procedures (SOP) and the Sarawak Electricity Ordinance. Customers who receive arrears notifications are provided with detailed explanations, and those with queries are advised to visit the nearest Sarawak Energy customer service counter for further assistance.

Aligned with its digital transformation goals, Sarawak Energy now issues bills electronically through email for customers with smart meters. To ensure accuracy and delivery of their bills, customers are reminded to keep their registered email addresses up to date. SESCO is committed to enhancing its smart meter system and communication channels to ensure customers understand their bills and the benefits of smart meters.

Disconnections for non-payment of bills are carried out in accordance with standard procedures, with no additional reminders besides those included in the monthly bill. Customers are strongly advised to regularly check their email, SEB cares mobile app, or the web portal for their bills and make timely payments to avoid service disruptions.

Customers are also reminded to verify that any payments made are successfully approved and credited to their electricity accounts. For reconnections, payments should be made through authorised channels such as the SEB cares app or payment kiosks to expedite restoration of electricity supply.

Those who encounter issues are urged to visit Sarawak Energy’s nearest customer service counter, contact its Customer Care Centre at 1-300-88-3111, email customercare@sarawakenergy.com, or use the SEB cares mobile app or web portal for assistance.

The smart meter installation is being rolled out in stages.

Customers enjoy the following benefits, as outlined above, once their electricity meter has been upgraded to a smart meter.

A Sarawak Energy technician installing a smart meter at a residential property.