Kedai Tenaga around the nation resumed its operations on June 2, offering one of the many avenues for customers to seek clarification on their bills.
KUALA LUMPUR: Since the Movement Control Order (MCO) began on March 18 this year, Tenaga Nasional Berhad has suspended its meter reading activities and issuance of physical bills.
It was a decision agreed upon by the Energy Commission to ensure the safety of customers and TNB staff.
Meter reading activities resumed on May 15, with the actual bills rendering the amount based on actual electricity consumption for the months of March to May.
This means the amount could be higher than the estimated bills that were generated during the MCO period, which was based on projections calculated from previous months’ usage.
Even if estimated bills were paid, adjustments would need to be made for the difference between the actual and estimated amount.
Copies of the bills are available online on myTNB app or myTNB portal at mytnb.com.my.
Calculating prorated bills
As a consumer, your bill is based on a prorated bill of which the calculation is approved by the Energy Commission and is also used by many other utility companies across the world.
For example, your electricity bill dated May 21 this year showed an actual consumption of 950 kWh.
Presuming your March and April bills were estimated bills and the total duration of the bills for March, April and May is 91 days, the billing period is divided into 30 days, producing a prorated factor of 3.03.
The prorated method is used to ensure customers are not overcharged.
Using the case example above, a comparison can be made as shown below, taking into consideration the five tariff blocks depending on electricity consumption.
An example showing the comparison between prorated and non-prorated methods of calculating.
This difference produces a much higher non-prorated amount for three months as compared to the prorated calculation.
The prorated method used by TNB and approved by the Energy Commission gives a much lower and fairer amount compared to the non-prorated method.
In both cases, if customers have paid their estimated bills, the amount paid will be deducted from the total amount above.
Other items like the Economic Stimulus Package (ESP) discount, service tax and Kumpulan Wang Tenaga Boleh Baharu (KWTBB) surcharge will also be added or subtracted from the above amount.
Consumers will be receiving a prorated calculation leaflet together with their physical bill.
Payment plans made simple
Among its other relief measures, TNB has started offering residential customers the option to make instalment payments for their electricity bills starting this month.
Called the Easy Payment Plan (EPP), the relief package is aimed at easing the burden of residential customers who are going through difficult times due to the impact of pandemic on the economy.
Upon receiving their actual bills, adjustments would have been made to reflect the actual electricity usage.
The plan is aimed at giving its 7.5mil residential customers the option to pay their electricity bills in instalments, the waiver of interest on late payments as well as no disconnection for an extended period.
Those who have questions or seek clarification regarding their electricity bills can contact the TNB CareLine at 1300 885 454 or email tnbcareline@tnb.com.my.
They can also log on to myTNB app or visit the myTNB portal at mytnb.com.my.
To speak to a customer service provider in person, customers can visit their nearest Kedai Tenaga. To use the TNB Bill Calculator, go to tnb.com.my/prihatin.
