Sarawak Energy's New Customer Service Counter in Bintulu Launched

The region also receives 1MVA mobile generator set in support of Bintulu’s Operational Excellence

KUCHING, 10 OCTOBER 2019: Sarawak Energy’s new customer service counter in Bintulu, located at Bintulu Town Square, Jalan Tun Ahmad Zaidi was officially launched by Minister for Utilities Sarawak, Dato Sri Dr Stephen Rundi Utom today.

At the event, Rundi also witnessed the handing over of the new mobile gensets for the Bintulu region. Mounted on a truck with Sarawak Energy’s livery, the high performance 1MVA mobile generator sets also form part of the company’s continued focus on improvement and innovation in customer service delivery.

“Congratulations to Sarawak Energy for their investment in customer service excellence in Bintulu through this new service counter and the new mobile generator sets,” said Rundi at the opening ceremony.

According to Rundi, the relocation of the new customer service counter is in line with the rapid development in Bintulu and customers’ needs for better and more modern services in the region.

“Sarawak Energy’s focus on customer service improvement in Bintulu reflects what they are doing throughout Sarawak. As someone from the Bintulu region, I am pleased that the service counter provides a more modern and conducive environment with better access for the growing population in Bintulu. In addition, this mobile generator set will minimise inconvenience experienced by the customers through quick restoration during planned and emergency shutdowns,” he said.

Rundi was accompanied by Sarawak Energy Group Chief Executive Office Datu Sharbini Suhaili, Sarawak Energy utility arm, Syarikat SESCO Berhad (SESCO) Chief Executive Officer Lau Kim Swee and Sarawak Energy’s senior management team.

Sharbini said Sarawak Energy benchmarks itself against the best power utility providers, in order to learn and perform at the highest level in their operations, which covers generation, transmission, distribution to retail.

“To date, we have improved tremendously on our customer satisfaction index, achieving above 90% satisfactory level based on live customers’ rating. However, we are aware that we need to keep on improving our services and reliability index, through investment in people, technology and processes,” said Sharbini.

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.

Lau said that the low-emission mobile generators are mounted on a truck that prominently displays Sarawak Energy’s branding identity and the ‘Power to Grow’ tagline to demonstrate the utility’s commitment to its customers.

“The mobile genset truck is specifically fabricated to house 2x500kVA generators, which have the option of running one or both generators at one time, depending on the load requirements. The updated design comes with better fuel efficiency and improved ergonomics, making it user-friendly for our technical team,” Lau explained.

Sarawak Energy’s customer service counter operating hours are from 8.30am to 4pm from Mondays to Fridays and closes on weekends and public holidays. The centre also includes payment kiosks which accept transactions until 11:30pm daily.

For inquiries, customers can contact Sarawak Energy Customer Care Centre at 1300 88 3111. 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 and payments of bills, outage alerts, lodge report and a channel to reach our Customer Care Centre 24/7.

Dato Sri Dr Stephen Rundi (front row centre) together with Datu  Sharbini and Lau performing the ribbon-cutting ceremony to mark the launch of the new customer service counter.

The Minister (seated right) being briefed on the services provided at the customer service counter.

Dato Sri Dr Stephen Rundi together with Datu  Sharbini, Lau and other senior management team inspecting the new mobile genset.