Sarawak Energy’s newest customer service counter officially opens

Sharbini (11th from right), Group chief operating officer Lu Yew Hung (10th from right), Lau (12th from right) with the team in a group photo outside the Saradise Customer Service Counter.

KUCHING, Feb 19: Sarawak Energy Berhad’s new customer service counter at Saradise was officially declared open today by Sarawak Energy Group chief executive officer Datu Sharbini Suhaili.

The new service counter was relocated from its Pending premises which has since closed, and is one of four customer service counters here.

The Saradise customer service counter offers a modern and conducive environment that caters to customers’ comfort as part of Sarawak Energy’s ongoing effort to improve customer service.

The counter’s relocation to Saradise is to provide better access for the growing Kuching South population.

Sharbini, in a statement, said continuous improvement was a fundamental focus of the organisation across its operations.


“We benchmark ourselves against best in class utilities to learn and enable us to perform at a higher level in our operations from generation, transmission, distribution to retail. This new facility represents the retail team’s focus on customer needs.

“In addition to taking into consideration what makes for a better location, the retail team is also working on enhancing online transactions. This provides our customers with multiple channels to interact with us, and we will continue to enhance customers’ experience by being proactive and innovative in our methods,” Sharbini emphasised.

Customer touchpoints include mobile app SEB Cares and a 24-7 Customer Care Centre.

Sharbini (centre) flanked by Lau (left) and Yusri tossing the ‘yee sang’. Also in the picture are Group chief operating officer Lu Yew Hung (second from left) and SEB Power chief executive officer James Ung (right).

Sharbini was joined by Syarikat Sesco Berhad chief executive officer Lau Kim Swee, vice-president (Retail) Yusri Safri and other senior management from Sarawak Energy Group of companies.

The opening coincides with the final day of the Lunar New Year celebration, Chap Goh Mei, and to mark this, the event also featured a lion dance.

Lau said the Saradise outlet represented a strategic touchpoint for customers in the area.

“For 2018, we were very pleased to note that we achieved a customer satisfaction index of above 90 per cent. However, we know that we need to further improve and will continue to incorporate our customers’ feedback into how we operate,” he said.

Sarawak Energy’s Customers Satisfaction Index covers customers feedback on actual cases reported at its Customer Care Centre, Technical Control Centre and from customer ratings at service counters.

Sarawak Energy’s customer service counter operating hours are from 8.30am till 4pm from Mondays to Fridays and closes on weekends and public holidays. The Saradise centre includes payment kiosks so customers can pay after operating hours and accepts transactions until 11.30pm daily.

In addition to Saradise, other customer service counters are at Wisma Sesco, Petra Jaya and UTC in Jalan Bukit Mata Kuching.

Customers can also perform transactions at their convenience by downloading the mobile app SEB Cares from Google Play Store or Apple App Store. The app allows real time monitoring of billing, outage alerts and a channel to reach our customer care executives.

For inquiries, contact Sarawak Energy Customer Care Centre at 1300 88 3111. — DayakDaily