NEWS & UPDATE

KUCHING
10 SEPTEMBER 2026

Following Sarawak Energy’s statement on 6 September, which outlined the support avenues available to customers with billing concerns, the company has reiterated its commitment to helping those who require clarification or assistance with their electricity bills.

Dedicated billing counters have also been set up across Sarawak throughout September to provide face-to-face assistance and review individual billing concerns.

Yusri Safri, Chief Executive Officer of Syarikat SESCO Berhad (SESCO), Sarawak Energy’s operations and retail arm, said customers involved in 24 cases brought to its attention through recent social media posts have been contacted, with each case being reviewed based on its individual circumstances.

"We are listening to our customers and want to help. While complaints regarding unusually high bills represent a small percentage of SESCO's approximately 830,000 account holders, we understand that each case can have a significant impact on the affected customer and family. That is why every concern is important to us and will be given the attention and assistance it deserves,” said Yusri.

A higher bill may result from factors such as changes in electricity consumption, accumulated arrears, adjustments following estimated billing or other circumstances specific to an individual account.

“Every customer case is considered based on its individual circumstances. We have always reviewed complaints and appeals fairly, and where appropriate, adjustments or waivers have been made following review,” he said.

Yusri also reiterated that replacing an existing meter with a smart meter does not, in itself, increase electricity consumption or change the applicable tariff. He added that Sarawak Energy has also received positive feedback from smart meter customers, particularly on the ability to monitor daily electricity consumption and better manage their usage. To date, 270,748 smart meters have been installed across Sarawak.

The special billing counters will remain open from 9.00am to 4.00pm, Monday to Friday, until the end of September at Wisma SESCO in Kuching, the Sibu Regional Office at Jalan Deshon, Bandar Baru Permyjaya in Miri and Bintulu Town Square.

Customers may also seek assistance through the Customer Care Centre at 1300-88-3111, customercare@sarawakenergy.com, the SEB cares mobile app or any Sarawak Energy customer service counter.