KUCHING : State-owned power supplier Sarawak Energy Bhd (SEB) today explained that meter readings shown on electricity bills are the consumers' actual consumption registered following the installation of smart meters.
SEB vice-president for retail Ng Shou Fui said following the meter replacement, customers may experience noticeable drops or significant increases in their bills.
"Customers with long-term overestimated bills will see a noticeable decrease, while those with long-term underestimated bills will experience a significant increase," she said in a statement.
She was responding to the concerns expressed by consumers who posted on social media about a sudden increase in their first electricity bill following the installation of smart meters.
She said any difference between the actual reading on the smart meter and estimated reading in SEB's system will then be corrected accordingly.
"This results in a one-time billing adjustment to offset against prior long term estimated reading by SEB," she explained.
She said the bills are estimated when SEB's meter readers are unable to access the meter due to locked gates or when meters are installed in locations such as side walls or inside a customer's premises, which obstructs visual readings.
She said the smart meters addresses this issue by enabling remote monthly readings of actual consumption, eliminating the need for prolonged estimated bills.
"Future bills will reflect real-time usage and ensure timely billing.
"The change to smart meters is in line with global technological advancements, with
meters calibrated to meet accuracy limits in compliance with international standards."
Ng said since its pilot rollout in 2019, about 93,000 units of smart meters have been installed in
Kuching, which is approximately 38 per cent of the state capital's 245,061 customer account holders.
She said the digital features offer several benefits to customers, including faster outage detection and
restoration as well as self-monitoring to better manage electricity consumption.
Additionally, Ng said smart meters allow customers to monitor their electricity usage through the
SEB cares mobile app or web portal.
"This feature is targeted for release by the end of the year, enabling customers to self-monitor and manage their consumption more effectively, helping to avoid wastage and potentially reduce costs."
She said SEB offers flexible instalment payment plans to assist customers in managing previous unbilled charges.
The SEB customer service counter is ready to help customers arrange instalments, ensuring a more manageable approach to settling any billing adjustments.
"We will also actively engage with local community leaders and residents to offer a platform for customers to seek clarification about smart meters and address any billing
concerns."
Ng said SEB will form a committee to manage the rollout, ensuring communities are engaged before installation and handling all matters related to smart meters.
She the customers can contact SEB if they notice any inconsistencies in their bills or have
questions about smart meters.
She said the customer care centre is available 24 hours and can be reached at 1-300-88-3111, via email at customercare@sarawakenergy.com, through the SEBCares mobile app or web portal, or by visiting the nearest customer service counter.