By DayakDaily Team
KUCHING, Oct 9: When Sarawak Energy replaces a meter, including installation of smart meters, the final actual reading is used to correct previous estimated readings, resulting in a one-time billing adjustment that may significantly increase or decrease the customer’s bill depending on past estimations.
Sarawak Energy’s vice president for Retail, Ng Shou Fui, explained this as the utility company along with its operations and retail arm, Syarikat Sesco Berhad (Sesco), affirmed their commitment in resolving issues related to concerns that customers have raised in social media over a sudden increase in their first electricity bill following the installation of smart meters.
Explaining that this adjustment offsets long-term estimated readings from conventional meters, she reassured customers that future bills would reflect real-time usage, ensuring accurate and timely billing.
In a media release, she emphasised that during any meter replacement, the final reading of the replaced meter, which records the consumer’s actual consumption, is compared to the estimated readings in Sarawak Energy’s system, leading to a one-time billing adjustment.
Customers with long-term overestimated bills will see decreases, while those with underestimated bills will experience increases.
Following the 2019 pilot programme, approximately 93,000 smart meters have been installed in Kuching, covering 38 per cent of the city’s 245,061 customer accounts.
Ng also highlighted that estimated bills occur when meter readers cannot access meters due to locked gates or obstructed locations.
“Smart meters address this issue by enabling remote monthly readings of actual consumption, eliminating the need for prolonged estimated bills.
“The changeover to smart meters is in line with global technological advancements, with meters calibrated to meet accuracy limits in compliance with international standards. These digital features offer several benefits to customers, including faster outage detection and restoration, as well as self-monitoring to better manage electricity consumption,” she said.
Additionally, smart meters will allow customers to monitor their electricity usage through the SEB cares mobile app or web portal.
This feature is targeted for release by the end of the year, enabling customers to self-monitor and manage their consumption more effectively, helping to avoid wastage and potentially reduce costs.
“To assist customers in managing previous unbilled charges, Sarawak Energy offers flexible installment payment plans. Our Customer Service Counter is ready to help customers arrange these installments, ensuring a more manageable approach to settling any billing adjustments.
“We will also actively engage with the local community leaders and residents to offer a platform for customers to seek clarification about smart meters and address any billing concerns,” Ng continued, adding that a committee will be formed within Sarawak Energy to manage the rollout, ensuring communities are engaged before installation and handling all matters related to smart meters.
Customers can contact Sarawak Energy if they notice any inconsistencies in their bills or have questions about smart meters.
The Customer Care Centre is available 24 hours and can be reached at 1-300-88-3111, via email at customercare@sarawakenergy.com, through the SEB Cares mobile app or web portal, or by visiting the nearest customer service counter.
For customers in Kuching, counters are available at Saradise, Wisma SESCO, or UTC Kuching. — DayakDaily
