SEB sets up grievance mechanism for customers to seek clarification or review of their electricity bills

KUCHING, Sept 6 2026: Sarawak Energy Berhad (SEB) has established grievance mechanism that provides customers with a clear and transparent avenue to seek clarification or request a review of their electricity bill.

Caption: Syarikat SESCO chief executive officer Yusri Safri advises the customers to raise their concerns through SEB’s existing customer service channels, where each case will be assessed individually based on its circumstances.

Yusri Safri, chief executive officer of Syarikat SESCO Berhad, said  the setting up of the grievance mechanism follows SEB acknowledging  the concerns raised by customers over recent electricity bills, particularly cases involving unexpectedly high amounts.

“A sudden increase in a bill can understandably cause concern, especially for households and businesses managing their monthly expenses,” he said in a statement.

He advised the customers to raise their concerns through SEB’s existing customer service channels, where each case will be assessed individually based on its circumstances.

“As part of the review, SEB will examine the account history, billing records and available meter information to establish how the amount was derived.

“The relevant information and findings will be explained to the customer seeking clarification,” he said, adding that customers who wish to seek a further review the amount charged can submit an appeal together with relevant supporting evidence for SEB’s consideration.

Yusri also stressed that each appeal will be considered based on the circumstances of the individual case, with the outcome for the decision properly communicated to the customer.

“There are several reasons why a customer’s electricity bill may be higher than usual,” he explained, stating that these may include accumulated arrears from prolonged non-payment or irregular payment, prolonged estimated billing, as well as meter tampering or other meter irregularities.

It also said that a higher bill may occur when an actual reading becomes available after a period of estimated billing, as consumption that was previously under-recorded may then be reflected in the subsequent bill.

“At the same time, SEB recognises that there may be instances of meter reading or billing discrepancies,”he said, explaining that any such issue identified during the review will be investigated and addressed accordingly.

He advised customers who may face difficulty settling arrears, an instalment payment arrangement can be offered if an amount remains payable following a review or appeal, to help ease the immediate financial burden.

He said the customers with billing concerns are encouraged to use the grievance mechanism available through its customer service channels for clarification, review or further assistance.

Customers may contact Sarawak Energy through the following channels:

• Customer Care Centre: 1300-88-3111

• Email: customercare@sarawakenergy.com

• SEB cares mobile app or chat with virtual agent Carina

• Visit the nearest Sarawak Energy customer service counter.