KUALA LUMPUR, May 31 2019 : Tenaga Nasional Berhad (TNB) has stated that it had experienced technical issues from May 15 to 20 in its billing system causing consumers to complain about the sudden spike in electricity bills recently.
TNB Chief Executive Officer (CEO) Amir Hamzah Azizan said its customers were informed through the relevant platforms and the system was now fully restored and its operations running smoothly.
“I admit there was human error because at the time, the system was not functioning and some data was not included.
“We are fully focused on addressing this issue and will ensure that complaints (with respect to high bills) are being investigated and we will refund excess payments,” he told a press conference about the sharp increase in bills at the TNB Headquarters in Bangsar here today.
Many consumers had complained through social media that their electricity bill had increased and they felt cheated, more so, since TNB did not come forward with any answer.
Amir Hamzah said in order to address the issue of high bills, it had set up a Special Task Force led by TNB Retail Chief Megat Jalaluddin Megat Hassan to monitor and review all reports or complaints received.
Meanwhile, he said, there were 14,469 complaints regarding the increase in electricity bills that TNB received from April to May this year.
Of that number, 11,331 were resolved while the remaining 3,318 are still being investigated.
Amir Hamzah also urged customers who experienced issues with their bills to immediately go to any Kedai Tenaga whereby operating hours will be extended from 8am to 6pm on weekdays and Saturdays, except for public holidays over a stipulated period.
“TNB CareLine, operates from 7am to 11pm every day including public holidays. It will not be open on Sundays and during the current Aidilfitri holidays,” he said.
Amir Hamzah also announced that 9,300 TNB employees will work during the Aidilfitri season to ensure smooth electricity supply. – Bernama