NEWS & UPDATE

KUCHING
6 SEPTEMBER 2026

Sarawak Energy acknowledges the concerns raised by customers over recent electricity bills, particularly cases involving unexpectedly high amounts. A sudden increase in a bill can understandably cause concern, especially for households and businesses managing their monthly expenses.

Sarawak Energy has an established grievance mechanism that provides customers with a clear and transparent avenue to seek clarification or request a review of their electricity bill. Customers can raise their concerns through Sarawak Energy’s existing customer service channels, where each case will be assessed individually based on its circumstances.

As part of the review, Sarawak Energy will examine the account history, billing records and available meter information to establish how the amount was derived. The relevant information and findings will be explained to the customer seeking clarification.

Customers who wish to seek a further review the amount charged can submit an appeal together with relevant supporting evidence for Sarawak Energy’s consideration. Each appeal will be considered based on the circumstances of the individual case, with the outcome for the decision properly communicated to the customer.

“There are several reasons why a customer’s electricity bill may be higher than usual. These may include accumulated arrears from prolonged non-payment or irregular payment, prolonged estimated billing, as well as meter tampering or other meter irregularities. A higher bill may occur when an actual reading becomes available after a period of estimated billing, as consumption that was previously under-recorded may then be reflected in the subsequent bill.”

“At the same time, Sarawak Energy recognises that there may be instances of meter reading or billing discrepancies. Any such issue identified during the review will be investigated and addressed accordingly,” explained Yusri Safri, Chief Executive Officer for Syarikat SESCO Berhad – the utility arm for Sarawak Energy.

For customers who may face difficulty settling arrears, an instalment payment arrangement can be offered if an amount remains payable following a review or appeal, to help ease the immediate financial burden.

Customers with billing concerns are encouraged to use the grievance mechanism available through its customer service channels for clarification, review or further assistance. Customers may contact Sarawak Energy through the following channels:

• Customer Care Centre: 1300-88-3111

• Email: customercare@sarawakenergy.com

• SEB cares mobile app or chat with virtual agent Carina

• Visit the nearest Sarawak Energy customer service counter

In addition to these existing customer service channels, Sarawak Energy recently opened special counters at Wisma SESCO from 2 to 4 September 2026 to help address billing concerns, with plans for similar engagement sessions at other locations throughout Sarawak.

Sarawak Energy values all feedback received and will continue to engage with customers as their concerns are reviewed and addressed. The Company appreciates the patience and cooperation of customers while it works through the cases brought to its attention.