MELAKA: Tenaga Nasional Bhd (TNB) has promised to re-credit the excess amount into the bills if consumers have been overcharged.
In a statement, the company said it viewed seriously the concerns of consumers over the drastic increase in their bills and was committed to resolving the issue.
It said it would ensure every complaint was investigated and follow-up action taken.
“This includes returning the excess amount if indeed they have been overcharged. It will be re-credited into the customers’ bills,” it said, adding that it would continue to cooperate with the Energy Commission.
TNB said a comprehensive effort was being carried out to thoroughly resolve the issue.
“This includes helping customers with high bills to personally address their grouses at the nearest TNB outlet or contact the TNB CareLine at 1-300-88-5454.
“We appreciate all the grouses, complaints and feedback and are focusing on finding ways to resolve these,” it said as it apologised to customers.
Meanwhile, yesterday, more than 300 people lodged complaints over their electricity bills in the first three hours of the TNB counters being opened at its headquarters in Jalan Banda Kaba here.
Some 30 counters were set up to take complaints from consumers, who lined up before the office opened.
On Tuesday, the counters, which were opened for 11 hours, took in 560 complaints.
The counters will remain open until tomorrow.
On Tuesday, Energy, Science, Technology, Environment and Climate Change Minister Yeo Bee Yin said negligence and technical fault as well as billing for electricity usage for over 30 days, instead of the standard 30 days, had caused electricity bills to spike for certain consumers.
She also said the complaints were from nationwide and not just in Melaka, where it is among the pioneer states to adopt TNB’s smart meter project.
In another statement, TNB denied a viral message on social media that its board of directors had received a government directive to increase electricity tariffs by 30%.
It said it did not have among its staff the name of the person who had purportedly written the message.
It said electricity tariffs were decided by the commission.