NEWS & UPDATE

KUCHING
24 APRIL 2025

Sarawak Energy continues to enhance its digitalisation efforts to provide more efficient, convenient and customer-focused services. Through its digital platforms such as the SEB cares app, customers can manage billing, payments and service-related requests anywhere, helping to reduce waiting times and long queues at service centres. To further encourage digital adoption, Sarawak Energy encourages customers to download SEB cares and access its essential services at their fingertips.

As more customers have shifted to digital platforms, walk-in traffic at Sarawak Energy’s Customer Service Centres has steadily declined compared to pre-pandemic levels. This shift allows Sarawak Energy to streamline counter operations while improving service availability through online platforms.

While digitalisation remains a key focus, Sarawak Energy recognises that not all customers may be comfortable or familiar with digital tools and platforms.

Ng Shou Fui, Sarawak Energy’s Vice President for Retail said: “While we are moving towards greater digitalisation to improve customer convenience and efficiency, we are mindful that some groups may not be as familiar with digital services. To support them, our centres remain equipped with physical touchpoints and on-ground staff, including greeters, who are available to assist with using payment kiosks or service navigation. We also monitor customer traffic and can activate additional counters when needed to help manage higher volumes.”

Sarawak Energy also offers an Appointment System (SEAS) that helps customers manage their time by scheduling visits to service counters in advance, minimising waiting times for transactions. Customers can select their preferred counter, date and time at least one day before their visit, and arrive just five minutes prior to their appointment. For a smoother process, customers can refer to the checklist at https://www.sarawakenergy.com/customers/customer-service to ensure they bring all necessary documents.

To further improve accessibility, Sarawak Energy is launching a pilot project to bring essential services closer to rural communities. As part of this initiative, vehicle-based service counters will travel to selected locations in rural Sarawak, providing customers with the opportunity to make bill payments and access Sarawak Energy’s services without needing to visit major towns. This initiative is part of Sarawak Energy’s ongoing efforts to customer service delivery.

Sarawak Energy is committed to providing reliable and accessible service, continuously improving to better meet customer needs. The company continues to enhance its digital and physical platforms to ensure a seamless and efficient service experience for all.

Sarawak Energy values customer feedback, which provides insights into how its service delivery can be further improved. This ensures Sarawak Energy can provide a seamless and inclusive experience for all customers.

For more information or assistance, customers may contact Sarawak Energy’s 24/7 Customer Care Centre at 1300-88-3111, via the SEB cares app, or by emailing customercare@sarawakenergy.com.

Sarawak Energy's Appointment System (SEAS) enhances customer convenience by allowing scheduled visits to service counters. With SEAS, customers can select their preferred counter, date and time in advance, ensuring minimal waiting times. Scan the QR code in the poster above to find out more and ensure a smooth experience with our preparation checklist.

Sarawak Energy encourages customers to enhance their service experience by downloading the SEB cares app. The app provides convenient features such as account management, bill payments, and reporting issues. Scan the QR code for Android or iOS users in the poster above to download SEB cares.