Fomca calls for quick TNB response to MCO-driven high electricity bills

The Federation of Malaysian Consumer Associations (Fomca) had called on Tenaga Nasional (TNB) to "buck up" on its complaints and enquiries services to assist consumers who were confused over new billings and were trying to seek clarification.

Fomca said due to the impact of the movement control order (MCO) that had been in place since March 18 to combat the Covid-19 outbreak, meter readers were not allowed to take meter readings, prompting TNB to charge consumers estimated bills which were calculated based on the consumers’ electricity bills from the prior three months.

"However, this had caused concerns among consumers as they feared there would be a sudden spike in their electricity bill once the meter readers were allowed to take the actual reading of meters.

"Fomca had also been receiving many queries and complaints from consumers on how pro-rated bills were calculated and how much of a spike there would be in the electricity bill once the meter readers came to take the actual readings," said Fomca president Marimuthu Nadason in a statement today.

Fomca highlighted that estimated bills were nothing new in the country.

"TNB gives estimated electricity bills when the meter readers have no access to the meters when the gates were locked or if meters were located in areas they could not access.

"The proration factor applied by TNB would benefit customers whose meters were read above 31 days. By using prorating, the first tariff block which is by default 200kWh, would increase with the prorate calculation," said Marimuthu.

On the other hand, Fomca acknowledged that staying at home during the MCO caused consumers' electricity usage to rise drastically.

"Household consumption had increased because of the prolonged usage of electronic gadgets, television, Internet, microwaves, oven, air-conditioners, and many other electrical appliances.

"Based on Fomca's observation, consumers' electricity bills had increased from 25 percent to 40 percent.

"We anticipated many consumers would be calling TNB once they received their actual bills. TNB has to make sure all complaints are addressed in a timely and appropriate manner."

He also called for better customer service, saying that the use of an automated phone system resulted in a long waiting period for consumers who sometimes had to wait on the line for a long time before being attended to.

"This will make the consumers frustrated and thus create negative perceptions. To add salt to injury, calling the toll-free number 1300-88-5454 for billing support is a very costly affair. This would create unnecessary stress among consumers especially senior citizens who are frugal in their expenditure," he added.

He said that many consumers felt that TNB had been charging exorbitantly but in reality, the charges had been regulated by the Energy Commission.

Marimuthu pointed out that consumers also can opt for Self-Meter Reading (SMR) via the myTNB application on their smartphones.

"This would enable consumers to submit their own meter reading into the system so that an accurate electricity bill is provided without the need for an estimation bill."

Fomca also highlighted that TNB had introduced a relief package called the Easy Payment Plan that offered surcharge waivers on late payment and an extension of supply disconnection suspension for its 7.5 million residential customers.

It also called for the Energy Commission and the Energy and Natural Resources Ministry to look into consumers' requests for more electricity bill discounts.

Fomca had also requested a special tariff block to be created for all domestic and commercial consumers for March, April, and May, which was to increase the first tariff block to 300kWh for each month. The current default is 200kWh.

Marimuthu also advised consumers to lodge a report with the Energy Commission if TNB's customer service failed to address their complaints.

"Alternatively, consumers can also lodge a report with Fomca," he added. - Mkini