By DayakDaily Team
KUCHING, April 24: Sarawak Energy is launching a pilot project to bring essential services directly to rural communities through mobile, vehicle-based service counters.
Under this initiative, specially equipped service vehicles will travel to selected locations across rural Sarawak, allowing customers to make bill payments and access core services without needing to travel to major towns.
In a media release today, Sarawak Energy emphasised that this effort aims to bridge the service accessibility gap for remote areas and forms part of Sarawak Energy’s broader commitment to inclusive and customer-focused service delivery.
In addition to physical outreach, Sarawak Energy is also enhancing its digital services through platforms like the SEB cares app, which enables customers to manage bills, payments, and service-related requests online—anytime, anywhere.
The company has seen a steady decline in walk-in traffic at Customer Service Centres since the pandemic, reflecting growing adoption of digital tools.
To further improve service efficiency, the company also offers the SEB Appointment System (SEAS), which allows customers to pre-schedule visits to service counters.
By selecting their preferred counter, date, and time at least a day in advance, customers can avoid long queues and arrive just five minutes before 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.
Despite the growing emphasis on digitalisation, Sarawak Energy continues to maintain physical touchpoints for customers who may be less familiar with technology.
Sarawak Energy’s vice president for Retail, Ng Shou Fui 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 reaffirmed its commitment to delivering reliable, accessible, and inclusive services for all customers, whether through digital platforms, in-person support, or innovative mobile outreach.
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 can contact Sarawak Energy’s 24/7 Customer Care Centre at 1300-88-3111, via the SEB cares app, or email customercare@sarawakenergy.com. — DayakDaily
