NEWS & UPDATE

BINTULU
7 JUNE 2025

Sarawak Energy continues to prioritise improving service delivery for its customers throughout Sarawak. As part of its efforts to enhance customer service excellence, particularly in the Bintulu region, additional manpower and extended working hours have been deployed to process customer service applications to improve service capacity, meter reading and billing services. The initiative aims to increase in-person customer touchpoints, complementing existing online services and digital platforms such as SEB cares.

The Company has also been receiving a high volume of applications for electricity meters in the Bintulu region and is closely overseeing the process, coordinating with other regional teams to ensure adequate support is provided as demand increases.

Due to the high volume of applications, Sarawak Energy is actively enhancing communication protocols to keep customers better informed on the status of their applications, enabling timely installations and minimising processing delays.

In addition to these efforts, Sarawak Energy continues to support customers with other account- related matters, including applications to change the name of the registered account holder. The Company assures the public that this is a straightforward process that can be completed promptly, provided all required documentation - such as proof of property ownership or a valid tenancy agreement for rented properties - is submitted, and that there are no outstanding balances on the account in question.

To ensure that electrical works continue smoothly, Sarawak Energy also maintains regular engagement with internal wiring contractors and the Sarawak Housing and Real Estate Developers’ Association (SHEDA), with another engagement session scheduled for later this month.

Ng Shou Fui, Sarawak Energy’s Vice President for Retail said: “Sarawak Energy is committed to enhancing our service delivery across Sarawak and have consistently enhanced our services based on valuable feedback from our customers and other stakeholders. By working closely with our contractors and improving how we communicate with customers, we continue to ensure our processes run efficiently.”

As part of its broader efforts to enhance service quality across the state, Sarawak Energy is piloting a mobile service counter initiative. This vehicle-based service will be deployed to selected rural areas, allowing residents to pay bills and access essential services closer to home, addressing gaps in service provision and ensuring equitable access across Sarawak.

The Company’s service centres remain supported by dedicated on-site staff and customer greeters, who assist with self-service kiosks and guide visitors through available services. Additionally, the Sarawak Energy Appointment System (SEAS) allows customers to pre-book counter visits for a more streamlined experience. Customers are encouraged to review the document checklist available at sarawakenergy.com/customers/customer-service to ensure they have all the necessary materials in hand ahead of their appointments.

Sarawak Energy values customer feedback, which provides insights into how its service delivery can be further improved. For more information or assistance, customers can contact Sarawak Energy’s 24/7 Customer Care Centre at 1300-88-3111, via the SEB cares app, or by emailing customercare@sarawakenergy.com.

As part of Sarawak Energy’s efforts to enhance customer service excellence, particularly in the Bintulu region, additional manpower and extended working hours have been deployed to process customer service applications to improve service capacity, meter reading and billing services.