Fomca calls for quick TNB response to MCO-driven high electricity bills
The Federation of Malaysian Consumer Associations (Fomca) has called on Tenaga Nasional (TNB) to "buck up" on its complaints and enquiries services to assist consumers who are confused over new billings and trying to seek clarification.
Fomca said due to the impact of the movement control order (MCO) that has 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 are calculated based on the consumers’ electricity bills from the last three months.
The Federation of Malaysian Consumer Associations (Fomca) has called on Tenaga Nasional (TNB) to "buck up" on its complaints and enquiries services to assist consumers who are confused over new billings and trying to seek clarification.
Fomca said due to the impact of the movement control order (MCO) that has 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 are calculated based on the consumers’ electricity bills from the last three months.
"However, this has caused concerns and queries among consumers as they fear there would be a sudden spike in their electricity bill once the meter readers are allowed to take the actual reading of meters.
"Fomca has also been receiving many queries and complaints from consumers on how pro-rated bills are calculated and how much of a spike there would be in the electricity bill once the meter readers come to take the actual readings," said Fomca president Marimuthu Nadason in a statement today.
Fomca highlighted that estimated bills are nothing new in the country.
"TNB gives estimated electricity bills when the meter readers have no access to the meters when the gates are locked or if meters are located in areas they could not access.
"The proration factor applied by TNB will benefit customers whose meters are read above 31 days. By using prorate, the first tariff block which is by default 200kWh, will increase with the prorate calculation," said Marimuthu.
On the other hand, Fomca acknowledged that staying at home during the MCO has 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' bills have increased from 25 percent to 40 percent from their electricity usage.
"We anticipate many consumers will be calling TNB once they receive 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 results in a long waiting period for consumers who sometimes have to wait on the line for more than 10 minutes before being attended to.
"This will make the consumers frustrated and thus create negative perceptions. To add salt to injury, to call the toll free number 1300-88-5454 for billing support is a very costly affair, this will create unnecessary stress among consumers especially senior citizens who are frugal in their expenditure," he added.
He said that many consumers feel that TNB has been charging exorbitantly but in reality, the charges have 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 will 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 has introduced a relief package called the Easy Payment Plan that offers surcharge waiver 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' request for more electricity bill discounts.
Fomca has also requested for a special tariff block for all domestic and commercial consumers for March, April and May, which is 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 fails to address their complaints.
"Alternatively, consumers can also lodge a report with Fomca," he added.
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