SEB Customers Must Comply With SOP At Customer Service Centres

Date : 29 May 2020     Source : The Borneo Post Online

Various ways to pay electricity bills under SEB Cares.

KUCHING: All staff and customers at Sarawak Energy counters must comply strictly with the standard operating procedures (SOP) following the reopening of its customer service counters on May 12, under the Conditional Movement Control Order (CMCO).

A press statement from Sarawak Energy said the customer service centres in Kuching (Saradise), Miri (Permyjaya) and Bintulu (Bintulu Town Square) have resumed operations from 8.30am to 4pm on Monday to Friday.

“The centres in Sri Aman, Sibu, and Sarikei have also resumed operations with the same operating hours. Customers can also visit the service counters at UTCs in Kuching, Miri and Sibu from 8am to 4pm daily, while counters in other locations such as Serian, Kota Samarahan, Lundu, Bau, Simunjan, Siburan, Betong, Saratok, Pusa, Marudi, Berkenu, Limbang, Lawas, Bintangor, Belawai, Kapit, Dalat, Daro and Kanowit are operating from 8am to noon on Monday to Friday,” the press statement said.

However, customer service counters at Wisma Sesco Kuching and Sibu Civic Centre will remain closed till further notice.

“Payment kiosks in Kuching (Saradise), Bintulu (Bintulu Town Square) and Miri (Permyjaya) will continue to be in operation even during public holidays from 7am to 7pm daily. Starting from May 25, payment kiosks at these locations will extend the opening hours to 9pm.

“Transaction services for remote areas are available at nearby post offices/Pos Mini, Kedai Mesra Petronas, RHB Bank, Bank Simpanan Nasional (BSN), Agrobank, and at any BSN agents or ePay agents,” it said.

Sarawak Energy also said that at open customer service counters, precautionary health requirements such as thermal scanning of customers at entrances, limiting the number of customers entering centres at any one time to maintain social distancing, ensuring everyone wears face masks, and providing hand sanitisers to customers are also being strictly practised.

“Our staff have been assigned to assist and control customer movement to ensure compliance,” it said.

Meanwhile, Sarawak Energy general manager (retail) Ng Shou Fui said the assigned staff would see to the needs of the customers while controlling numbers to ease the flow of the services.

“We are also recording customers details for potential contact tracing purposes,” Ng added.

Ng encouraged customers to utilise the SEB cares and mobile app to track and pay their bills, to avoid conducting face-to-face transactions, adding that the Customer Care Centre is operating 24/7 and customers can contact staff operating the centre any time for assistance relating to electricity matters.

“Our staff are always ready to provide assistance to customers,” he said, adding that among some of the frequently required services from Customer Care Centre by customers include checking on bill charges, update meter reading, report on power interruption and faulty streetlights.

During the MCO period, meter reading and bills delivery services were temporary stopped, and electricity bills were estimated based on customers’ past consumption.

After the services resumed on May 13, customers who received high estimated bills may update their actual meter reading by sending a photo of the meter with its reading to Sarawak Energy’s Customer Service Counters or Customer Care Centre via email at or through ‘SEB cares’. Otherwise, these high estimated bills will be normalised or adjusted when actual reading is taken by the meter readers.

SEB Cares is Sarawak Energy’s online mobile app and is available at the Google Play Store or Apple App Store; or accessible via

Electricity bills can also be paid through alternative digital platforms such as online banking via JomPay, e-wallets like Sarawak Pay, Boost and GrabPay as well as via online shopping platforms Lazada and Shopee.

For more information, customers and eligible account holders can contact Sarawak Energy Customer Care Centre at 1300-88-3111 or refer to