Sarawak Energy boosts service capacity in Bintulu with extended hours, extra manpower

Sarawak Energy's service counter.
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By DayakDaily Team

KUCHING, June 7: Sarawak Energy remains committed to service excellence statewide, particularly in the Bintulu region, by deploying additional manpower and extending working hours to meet the increasing demand for customer service applications.

According to a media release today, the utility company emphasised that this initiative is designed to improve service capacity, meter reading, and billing services, particularly in Bintulu, while increasing in-person customer touchpoints.

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These efforts complement Sarawak Energy’s existing online services and digital platforms, such as SEB Cares, to provide a seamless experience for customers.

With a high volume of electricity meter applications in Bintulu, Sarawak Energy is closely monitoring the process and coordinating with regional teams to ensure that adequate support is available as demand continues to rise.

In response to this, the company is enhancing communication protocols to keep customers informed about the status of their applications, ensuring timely installations and minimising processing delays.

In addition to the customer service enhancements, Sarawak Energy is committed to addressing other account-related matters, such as changes to the registered account holder’s name. The process remains simple and efficient, requiring only the submission of necessary documentation, like proof of property ownership or a valid tenancy agreement, and the settlement of any outstanding balances.

To facilitate smooth electrical work, Sarawak Energy also maintains regular engagement with internal wiring contractors and the Sarawak Housing and Real Estate Developers’ Association (Sheda), with another session planned for later this month.

Vice president for Retail at Sarawak Energy, Ng Shou Fui, said, “We are committed to enhancing our service delivery across Sarawak by consistently improving based on valuable customer feedback. By working closely with contractors and refining our communication channels, we ensure our processes remain efficient and customer-focused.”

As part of its ongoing efforts to improve service quality, Sarawak Energy is piloting a mobile service counter initiative.

This vehicle-based service will visit selected rural areas, providing residents with easier access to bill payments and other essential services closer to home. This initiative aims to bridge service gaps and ensure equitable access for all customers in Sarawak.

Sarawak Energy’s service centres continue to be staffed with dedicated personnel and customer greeters to assist with self-service kiosks and guide visitors.

Customers can also take advantage of the Sarawak Energy Appointment System (SEAS) to pre-book counter visits for a more streamlined experience. To make the process smoother, customers are encouraged to review the document checklist at sarawakenergy.com/customers/customer-service before their appointments.

Sarawak Energy values customer feedback, which plays a crucial role in improving service delivery. For assistance, customers can reach the 24/7 Customer Care Centre at 1300-88-3111, use the SEB Cares app, or email customercare@sarawakenergy.com. — DayakDaily

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