KUALA LUMPUR: Tenaga Nasional Bhd (TNB) should give a concrete explanation for the sudden discrepancies in electricity bills and take holistic steps instead of just depending on complaints from users, say consumer groups.
Consumers Association of Penang (CAP) education officer N.V. Subbarao said TNB, as the national utility company, must take responsibility instead of depending on consumers to come forward and lodge reports.
“TNB must do the due diligence. It will be unfair to those especially in the rural areas,” he said.
Federation of Malaysian Consumers Associations (Fomca) chief operations officer T. Saravanan said that while TNB wanted users to lodge complaints, the utility company needed to improve its customer service and response time.
He noted that TNB should explain why there was a technical glitch in its system.
“The problem should have been communicated to the public earlier and they should not have waited for the Energy Commission or Energy, Science, Technology, Environment and Climate Change Ministry to intervene,” he said.
He also noted that the Energy Commission should investigate the issue and publish its findings.
“An independent investigation team should be formed so that the findings won’t be biased.
“The Energy Commission should play an important role in protecting consumers,” said Saravanan.
Malaysian Islamic Consumer Association secretary-general Datuk Dr Ma’mor Osman said TNB’s explanation that the sudden increase in electricity bill was due to a technical glitch could not be accepted.
“The public cannot accept this as TNB has all the technology to check silly mistakes.
“TNB makes very high profits and they have monopolised the sector.
“If they do not give a satisfactory explanation, consumers will assume that they just want to make more money.
“If they know there is a glitch in the system, they need to inform all consumers.
“There is no point in blaming others for their wrongdoing,” he said.