KUCHING: Sarawak Energy is offering an automatic six-month installment plan to ease the financial burden caused by its one-time bill adjustments.
The company extended the offer in response to customer concerns regarding higher-than-expected bills resulting from prolonged estimated readings.
These adjustments have to do with the transition from prolonged under-estimated readings to actual consumption data.
The automatic installment plan will be applied to affected customers, with the option for those requiring additional flexibility to arrange a longer repayment period by contacting Sesco, SEB’s retail and operational arm.
“We understand that some customers may face challenges with their electricity bills, particularly those who have experienced prolonged estimated readings due to meter inaccessibility,” said SEB vice president (retail), Ng Shou Fui.
“The adjusted bill, issued after we obtain actual meter readings, reflects the accurate consumption over that period.
“While this may lead to a one-time adjustment bill, we are committed to helping customers manage the adjustments.”
Customers previously billed based on estimates due to circumstances like locked gates or inaccessible meter locations will receive an accurate bill once actual readings are taken.
Sesco has implemented several measures to inform customers about inaccessible meters, including indicating estimated bills clearly and issuing locked gate notices through meter readers.
“We want to assure our customers that we are here to assist them. Our automatic six-month installment plan is designed to ease financial pressure, and if additional flexibility is needed, customers can reach out to us directly.”
“Sesco manages 780,000 meters, and about 3 per cent to 4 per cent of accounts receive estimated bills. Of these, around 1 per cent of customers are undercharged. We will continue to engage with these customers to ensure that actual readings can be obtained,” Ng added.
For assistance or to arrange a longer installment period, customers can contact the Customer Care Centre at 1-300-88-3111, email customercare@sarawakenergy.com, or visit the nearest customer service counter. In Kuching, counters are available at Saradise, Wisma Sesco, and UTC Kuching.
