What is Bantuan Prihatin Elektrik (BPE)?

BPE is an additional assistance package provided by the Government of Malaysia with TNB to all domestic customers in the form of free electricity up to RM77 per month, equivalent to the first 300kWh electricity usage for 3 months during Movement Control Order (MCO) from April 2020, May 2020, June 2020.

In addition, domestic customers who use electricity between 601 - 900 kWh per month will enjoy a 10% discount from April 2020 to September 2020, which is an additional 8% on top of the existing 2% discount rate that they are currently enjoying.

What is the difference between this Bantuan Prihatin Elektrik (BPE) and the previous PRIHATIN discount?

PRIHATIN discount is provided for customers from April 2020 to September 2020, while BPE is an additional assistance provided to ease customers’ burden due to increase in electricity bills during MCO period from April 2020 to June 2020.

Who is eligible for BPE?

All TNB domestic customers are eligible for the BPE, where this one-off amount will be reflected in the July 2020 bill.

How do I check BPE eligibility for myself, my family members or tenants?

Customers do not need to check for eligibility, as BPE is automatically given to all domestic customers.

I'm a Smart Meter customer, am I eligible for BPE?

Yes. All domestic customers will automatically receive BPE, including smart meter customers.

Are commercial, industrial and agricultural customers also eligible for BPE?

BPE is given to all TNB domestic customers who have been affected by higher than usual electricity bills in April 2020, May 2020 and June 2020.

Nevertheless, commercial, industrial and agricultural customers will still enjoy PRIHATIN discounts that was announced by the government earlier from April 2020 to September 2020.

Do I need to apply for BPE?

Customers do not need to apply for BPE as it will be given automatically.

Why does BPE only consider the April 2020 - June 2020 bills?

TNB understands that some customers may have been affected by higher than usual electricity bills during the Movement Control Order. Therefore, BPE is given as a one-off assistance to all customers to ease this burden.

Why was BPE not provided earlier in the Economic Stimulus Package or PRIHATIN and only given after I received high bill?

At the beginning of the Movement Control Order, PRIHATIN discounts have been given from April 2020 to September 2020. However, out of concern for customers, the Government of Malaysia has taken an initiative to provide additional assistance to domestic customers who are affected by higher than usual electricity bills to ease their burden.

Who is funding BPE – Is it TNB or Government?

BPE is an additional assistance funded by the Government of Malaysia with TNB to ease the burden of customers affected by higher electricity bills.

Will I receive this BPE in the form of cash?

Customers will enjoy this one-off assistance which will be reflected in the July 2020 bill.

Was there a mistake in the previous bill calculations?

TNB’s method for calculating bills has been reviewed and approved by the Energy Commission and is commonly used by global-leading electric utility companies.

My premise is vacant and I am charged a minimum of RM3. Am I also eligible for BPE?

Yes, this BPE will be automatically given to all domestic customers including those who have been charged a minimum monthly charge of RM3.

How is BPE calculated?

All domestic customers will enjoy this additional assistance. Under the BPE, all 7.66 million residential customers in Peninsular Malaysia with an active TNB account will receive free electricity up to RM77 a month, or up to the first 300kWh. It is a one-off assistance provided to ease customers’ burden in the 3 months of MCO from April 2020, May 2020 and June 2020, allowing customers to receive up to RM231 over this period.

I'm still receiving estimated bills, how can I get an actual bill?

Customers do not need to worry. If the customer does not receive the actual bill reading, the customer may contact TNB Careline to arrange an appointment for the meter reader to read the meter at customer's premise. Alternatively, customers may also take their own meter reading and submit the reading to TNB Careline at [email protected] Subsequently, the actual bill will be issued.

Based on my actual June 2020 bill, how much BPE will I receive in July 2020?

Customers will receive free electricity up to RM77 a month for the first 300kWh usage in April 2020, May 2020 and June 2020. This will allow customers to receive up to RM231 over the three months. The actual amount of BPE will be included in the July 2020 bill.

How will I know the amount of BPE when I receive my July bill?

The amount of BPE received will be reflected in the July 2020 bill.

How is the BPE assistance given to customers?

The BPE amount received will be reflected in the July 2020 bill.

If I use 601-900kWh, will I receive BPE?

Yes, all domestic customers will enjoy this additional assistance. In addition, domestic customers who use between 601 - 900 kWh a month will enjoy a 10% discount which is an additional 8% of the existing 2% PRIHATIN discount from April 2020 to September 2020

How often will I receive the BPE?

BPE is given as a one-off assistance to ease the customer’s burden of higher electricity bills for 3 months from April 2020, May 2020 and June 2020.

How will BPE affect the amount of EPP I have to pay?

BPE will help reduce the amount of outstanding and the EPP amount will be automatically updated monthly until December 2020.

Can I use BPE to settle past outstanding amounts?

Yes, you can. BPE is an additional assistance that is provided to customers to ease the payment of electricity bills for 3 months, namely April 2020, May 2020 and June 2020, during the period of MCO.

When will the BPE be implemented?

The BPE benefits will be implemented one-off in the July 2020 bill.

Will BPE continue after July 2020?

No. BPE is a one-off additional assistance to ease the customer’s burden of higher electricity bills for the months of April, May and June 2020.

Where can I find more information about BPE?

Customers can get more information through:

• Click: Visit TNB website at https://www.tnb.com.my/nrp/ or email [email protected]
• Call: Contact TNB CareLine at 1-300-88-5454.
• Come Over: Visit any nearby Kedai Tenaga

Will the Economic Stimulus Discount be extended?

The Economic Stimulus Discount will be extended to December 31, 2020. The discount rates enjoyed by residential (domestic) customers are based on the total monthly electricity consumption as shown below: -

Jumlah Penggunaan	Jumlah Bil	Diskaun
1 - 200kWj	(RM0.22 - RM43.60)	50%
201 - 300 kWj	(RM43.93 - RM77.00)	25%
301 - 600 kWj	(RM77.52 - RM231.80)	15%
601 - 900 kWj	(RM232.35 - RM395.60) *Diskaun April, Mei & Jun dimasukkan ke dalam bil Julai secara sekaligus	2% + *8%
>900 kWj	(RM396.17 & ke atas)	2%

I am not a Malaysian citizen but I am currently renting a house / condo / apartment. Am I eligible for Bantuan Prihatin Elektrik Tambahan?

All residential customers who are registered with TNB and have active accounts, including non-Malaysians will automatically enjoy the benefits of the Bantuan Prihatin Elektrik Tambahan in July 2020.

I am not a Malaysian citizen and own a house in Kuala Lumpur. Am I eligible for Bantuan Prihatin Elektrik Tambahan?

All residential customers who are registered with TNB and have active accounts, including non-Malaysians will automatically enjoy the benefits of the Bantuan Prihatin Elektrik Tambahan in July 2020.

Am I eligible to receive Bantuan Prihatin Elektrik (BPE) Tambahan if I change my tariff (from Domestic to Commercial, or from Commercial to Domestic) in April, May or June 2020?

Customers who have changed tariff in April, May or June 2020 not to worry because:

• For customers who change tariff from domestic to commercial within the period, the Bantuan Prihatin Elektrik (BPE) Tambahan is given based on the total monthly electricity consumption prior to the change of tariff
• For customers who change tariff from commercial to domestic within the period, the Bantuan Prihatin Elektrik (BPE) Tambahan is given based on the total monthly electricity consumption after the change of tariff

The Bantuan Prihatin Elektrik Tambahan will be reflected in the July 2020 bill.

Am I eligible for Bantuan Prihatin Elektrik Tambahan if I apply for Change of Tenancy (COT) or Closure of Account (COA) in April, May or June 2020?

Residential customers who have applied for COT and COA in April, May or June 2020 are eligible for the Bantuan Prihatin Elektrik Tambahan, which will be credited into the customer’s account in July 2020.

My electricity supply has been reconnected during Movement Control Order (MCO) period, am I eligible for Bantuan Prihatin Elektrik Tambahan?

Residential customers whose electricity supply was reconnected in April, May or June 2020, are eligible for the Bantuan Prihatin Elektrik (BPE) Tambahan.

I have applied for a new supply connection and received the electricity supply during Movement Control Order (MCO) period. Am I eligible to receive Bantuan Prihatin Elektrik (BPE) Tambahan?

Residential customers who have applied for new supply connection and received the supply in April, May or June 2020 are eligible for the Bantuan Prihatin Elektrik (BPE) Tambahan.

Where can I refer to for the amount of Bantuan Prihatin Elektrik (BPE) Tambahan received?

Residential customers may refer to the detailed statement of Bantuan Prihatin Elektrik (BPE) Tambahan and July bill 2020 to know the amount of BPE Tambahan received, as shown in the examples below:-

I am a smart meter customer, where can I refer to for the amount of Bantuan Prihatin Elektrik (BPE) Tambahan received?

Smart meter residential customers will receive Bantuan Prihatin Elektrik (BPE) Tambahan detailed statement and the July 2020 bill by post, within 7 days after meter reading is obtained and via email if have registered email address with TNB. Customers can also log in to myTNB app or myTNB portal (www.mytnb.com.my) to get their latest bill and Bantuan Prihatin Elektrik (BPE) Tambahan detailed statement.

How can I find out how much Bantuan Prihatin Elektrik (BPE) Tambahan I receive and my July 2020 bill if I want to know in advance?

The latest bill and the detailed statement of Bantuan Prihatin Elektrik Tambahan will be available on myTNB app and myTNB portal after 48 hours of the meter reading is obtained.

Why is there no bill issued to residential customers after meter reading is taken at the customers’ premises in July 2020?

In July 2020, TNB meter readers will only take meter readings at the residential customers' premise and render a notice after the meter reading. This is to enable the Bantuan Prihatin Elektrik (BPE) Tambahan detailed statement to be generated together with the July 2020 bill which will be posted within 7 days after the meter reading is obtained. In addition, an infographic, 'Understanding Your Penyata Bantuan Prihatin Elektrik Tambahan, will be included as a reference for our customers.

Example of notice for residential customers

I have received the detailed statement of Bantuan Prihatin Elektrik Tambahan and my July 2020 bill. What are the important things I need to know based on this detailed statement?

What is Net Energy Metering (NEM)?

NEM is a system that lowers your electricity bills considerably! You just need to install a solar PV (photovoltaic) system for your household use, and any energy (kWh) you generate and export to the grid will offset the energy you use from TNB during the billing period.

When will the new NEM commence (when there is no difference in sale and purchase prices of electricity)?

1^st Jan 2019. It is applicable to all existing NEM consumers.

What is one-on-one offset?

It means that every 1kWh you export to the grid will contra with 1kWH you consume from the grid at current published rates. Charges are in descending order, starting from the highest applicable rate.

Who can apply for NEM?

All registered customers of TNB in Peninsular Malaysia. As long as your name or your company name appears on the TNB bill, you are eligible.

You can apply if you have a Solar Photovoltaic (PV) panel, and are in any of the following categories

• Domestic/Residential (Kediaman)
• Commercial (Komersial) [inclusive of government buildings]
• Industrial (Perindustrian)


• Agriculture (Pertanian) Effective from 1^st January 2019

     

What types of installations are eligible for NEM?

Installation types:

• on rooftops of buildings
• on garages, car parks or similar buildings

If you have a ground-mounted system, the installation must be within the compound of your premises, and must be approved by the Energy Commission.

What is the maximum capacity I can apply for?

• For domestic/residential, you can install a PV system of up to 12kWp for single-phase system, or up to 72kWp for 3-phase system.
• For commercial, industrial and agricultural, the maximum allowable capacity of the PV system installed is 75% of maximum demand, 60% of fuse rating, or 60% of current transformer rating.

How can I apply for NEM?

You can apply via our eNEM system. For NEM application submission, please appoint SEDA’s Registered PV Service Provider (RPVSP) first. Click here for details

List of Registered PV Service Provider (RPVSP)

Can I exchange the electricity I export for cash?

No. But any excess electricity you export to the grid can be rolled over for a maximum of 24 months from the start of NEMCD (or December of the following year.

What is Supply Agreement with Renewable Energy (SARE)?

This is an agreement between 3 parties:

1. Customer (yourself)
2. Solar investor/Lessor
3. TNB



For a small service fee, TNB will provide the service of billing, collection and remittance of the payments you make to the solar investor/lessor. Businesses supported by SARE includes solar leasing, PPA (power purchase agreement) or a hybrid of both. For more information please click here

What is the maximum duration allowed fro application to proposed NEMCD?

12 months from the date of NEM is approved until the date of proposed NEM contract with TNB. If not settled within that time, the quota will be offered to other potential NEM applicants

What types of meter do you need for NEM?

These are required:

1. TNB’s Bi-Directional Meter (with import-export feature) to record the amount of electricity consumed, produced or exported.
2. PV Meter/Data Logger/Inverter with monitoring feature to record total amount of electricity generated by the PV system.

Optional: You may install a check meter if you wish, to measure the electricity export (if applicable). This meter must be the same or equivalent to the standards of the consumer meter installed at the premises by TNB.

Am I eligible to participate in NEM?

Yes, as long as you are a customer of TNB. The basis is always your electricity bill. Please ensure you are a registered customer of TNB (your name/ company as appeared in the TNB bill), only then you are eligible to participate in NEM.

If I install Solar PV system for self-consumption (SELCO)and have taken necessary steps to ensure no reverse flow or energy exported to the grid, do I need to apply for NEM?

No. But for PV system with capacity above 72 kWp, generation license (private), from ST is required and subject to complying with the relevant rules under the Electricity Supply Act (ESA). For details, please clickhere

Is a non-local/100% foreign company eligible to participate in NEM?

Yes, as long as your company is a customer of TNB.

What incentives are there for NEM customers?

Currently, there are fiscal incentives offered to eligible companies in the form of Green Technology Incentive by Malaysia Investment Development Authority (MIDA), available until 2020.







Is there any tenure of the new NEM contract between TNB and me?

There is no tenure period between the new NEM and the old NEM. The NEM contract will remain in effect unless terminated by either party, or if there is a cancellation of the main electricity contract.

Will I be able to cash out for extra electricity generated each month or just get credit for the next month use?

No cash is paid out, but any extra solar power you generate can roll over within 24 months from the start of NEM consumer’s billing system.

Is the capital needed for installation provided by the service provider or government grant?

The capital for installation will be provided by the investor. Click here for their T&C

What’s the connection like between my solar PV system and the Distribution Licensee’s distribution system?

This will be done only through indirect connection, i.e. within your own internal distribution board.



What is NEM Assessment Study (NEMAS)?

This is a study of the technical effects on the Distribution Licensee’s electricity distribution network. It also establishes technical and safety requirements that may be necessary for the installation.

The requirement is based on kWp of installation as below:

Installed Capacity	Study Required	Fee of Study (RM)
1 – 72 kWp	No	-
72 kWp – 180 kWp	Yes	1,000.00
> 180 kWp – 425 kWp	Yes	5,000.00
> 425 kWp – 1 MWp	Yes	8,000.00

Is ST license required under NEM?

ST license is only applicable for solar PV system installation:

• above 24kW for single phase, and
• above 72kW for three phase

Any person who uses, works or operates the installation will require a license as stipulated under the ST “Guidelines on Licensing Under Section 9 of the Act”

What are the required information & documents for NEM application?

Information:

• Applicant’s Profile
• Project information
• Technical information
• Proposed work plan

Documents:

• Single Line Diagram (SLD) endorsed by Competent Person;
• Latest electricity bill
• Load Profile Report
• NEMAS or PSS Report
• Document proofing site ownership

What is the Feed-In Tariff (FiT)?

FiT pays you for the extra electricity your solar PV system produces, that you don’t use, and instead goes back into the grid. FiT is a system under the Renewable Energy Policy and Action Plan and the Renewable Energy Act 2011 to pump up the production of renewable energy in Malaysia up to 30 megawatts.

What is the objective of FiT?

The objective of the FiT scheme is to encourage people to participate in renewable energy so we can decrease our carbon emissions and at the same time save money. The FiT scheme has been a great success in many countries including Germany and Spain, and is a major reason behind Renewable Energy growth.

When was the FiT System launched?

2011.

Which renewable resources are eligible under FiT?

The following RE resources will be eligible for FiT:

• Biogas (including landfill gas & sewage);
• Biomass (including solid waste);
• Small hydropower;
• Solar photovoltaic
• Geothermal

What are the guidelines for FiT application?

You can download the application guidelines here

How can I apply for the FiT?

Applications can be made via SEDA Malaysia’s official website. Please check SEDA Malaysia’s website regularly for notification on the application guidelines.

How does FiT work?

The FiT System provides a fixed payment from distribution licensees for every kilowatt hour (kWh) of renewable energy generated and a guaranteed minimum payment for every kWh exported to the grid. As a clean energy “generator”, you sell clean electricity for a fixed number of years. The exact duration will depend on the type of renewable resource you use to generate electricity.

Who manages the FiT System?

The FiT System is managed by the Sustainable Energy Development Authority Malaysia SEDA Malaysia. SEDA is a statutory body under the Ministry of Energy, Green Technology and Water, established under the Sustainable Energy Development Authority Act 2011.

Why is the task of implementing the FiT System not given to the Energy Commission? Why does the Government require another agency?

The Energy Commission is the sole body regulating and promoting all matters relating to the electricity and gas supply industries in Malaysia. Given its sizeable portfolio, the Energy Commission would face a constraint in resources if it is expected to also discharge the full functions of a feed-in tariff implementing agency. This is why SEDA Malaysia has been set up as an agency dedicated to serving as a one stop renewable energy centre.

What are indigenous resources?

Indigenous means renewable resources within the country and not imported from neighbouring countries.

Is solar thermal eligible for FiT?

No, currently, there is no FiT for electricity generated using solar thermal resources.

Is wind energy eligible for FiT?

No, currently, there is no FiT for electricity generated by wind.

What are the rates for FiT?

The rates for various renewable resources as well as their individual effective periods and degression rates are in the schedule to the Renewable Energy Act 2011. You can refer to SEDA for details.

Is there a quota on the amount of renewable energy I can generate under FiT?

Yes, there is a maximum amount that you are allowed to generate under the FiT system. The quota depends on the type of renewable resources their capacity.

What is grid parity? What is the situation in Malaysia?

Grid parity is when the cost of producing electricity from renewable resources is the same or cheaper than electricity produced from fossil fuels or nuclear energy. Our goal is to reach grid parity with different renewable energy technologies.

What’s displaced cost, and how is it relevant to me?

The displaced cost under the Renewable Energy Act 2011 is the cost of generating and supplying electricity from conventional fossil fuel sources up to the point of interconnection with the consumer. It will not affect potential renewable energy developers and NO, you do not have to deduct this from your FiT rates.

The displaced cost of electricity is only relevant to distribution licensees and the Authority where on a monthly basis, the distribution licensee will claim the positive difference between the FiT payment and the displaced cost, for all renewable energy generated power, from the Authority.

What is tariff “degression”?

Tariff degression is like an “early bird” reward. It means that every year, the renewable energy tariff is reduced. The rate depends on the maturity of the technology and its potential to reduce cost.

Example:
Let’s say, you install a solar PV system in 2019, and sign an agreement with TNB with a FiT rate of RM1.75 per kWh for 21 years. This means you will be selling your PV electricity at RM1.75 per kWh for the next 21 years.

Let’s say, one year later your neighbour decides to follow you and sign an agreement with TNB. The FiT rate would have been reduced by 8%, which is RM1.61 per kWh. So, your neighbour will be selling his/her PV electricity at RM1.61 per kWh for the next 21 years

Why has Malaysia chosen the FiT System? Which other countries are using this system?

MWe chose this system because it is effective and efficient in developing new markets for renewable energy. This system is simple, with low administrative costs.

Germany was the first country to adopt the FiT System. In the first 10 years, they increased their renewable energy capacity and became the world leader in renewable energy which was 16.1% of their total electricity consumption! They also created 300,000 green jobs.

Other countries that have used it with much success:
USA, Australia, China, Brazil, Greece, Iran, Israel, South Korea, South Africa, Taiwan, India, Mongolia, Thailand, Philippines.

Is my income from FiT taxable?

Yes, it is taxable. Any exemption will depend on future Government policies. MESTEXX is monitoring the progress of renewable energy growth in the country and conducting analyses before putting forth any policy recommendation on this matter.

I am a foreign investor. Can I apply for FiT approval, and what are the requirements?

Foreigners aged 21 and above can apply for FiT for renewable energy installation that utilises solar PV technology with a capacity of up to 72 kW. A company incorporated in Malaysia having foreigners, holding no more than 49% of voting power or the issued share capital of such company, may also apply.

Why is foreign equity capped at 49%?

It is stated in the National Renewable Energy Policy & Action Plan that the FiT System is to support local Malaysians.

Can a distribution licensee or utility participate in FiT?

Yes, but the equity shareholding is capped at a maximum rate of 49% if it is in its area of jurisdiction.

If you are off-grid in a rural area, can you apply for FiT?

Yes you can, but only if your community is serviced by a distribution licensee.

My company is located in an area where the distribution licensee is not TNB. Can I still get FiT?

It’s possible, but there are certain criteria you need to fulfill in order to qualify.

Who do I contact for further info on FiT?

Please contact SEDA Malaysia

What is the Aged Meter Replacement?

It is a worldwide practice that replaces old meters that have exceeded its lifespan.

There are two meters with different lifespans:

• Electromechanical meter > 15
• Electronic meter > 10 years

Why do we replace meters?

• To ensure accuracy
• To ensure safety

Who owns the meter at my premises?

The meter is owned by TNB. However, you are responsible for making sure the meter is tampered with.

What type of meter will be installed at my premises?

Since 2004, all meters are electronic.

Will my bill increase after the new meter is installed?

The electronic meter is very accurate, so your charges will be according to the electricity you use. If you find that it is a little higher, then it could be because the aged meter was not accurate.

Why was the aged meter not accurate?

These are the possible reasons:

• Faulty
• Wear and tear, aging of the meter
• It was tampered with



Or it may not be that the meter is not accurate, but it may be due to:

• Increase in usage during festive seasons, school holidays, changes in weather, etc
• New tariff rates
• Arrears
• Power factor charges
• Renewal Energy Fund charges

Why does TNB replace meters that are still working?

According to the Electricity Supply Act 1990, aged meters must be replaced with new ones for accurate billing.

How does TNB know which meters should be replaced?

TNB has information on all meters and their ages.

Is there interruption of electricity supply while the meter is being replaced?

Yes, but only for about 15 minutes to 1 hour.

Which type of meter is more accurate – electromechanical or electronic?

Both are equally accurate.

Who will replace my meter?

It will be replaced by TNB appointed contractors, fully supervised by TNB staff. The contractors will carry a TNB/NIOSH ID, while TNB staff will be wearing TNB uniform and carry a TNB staff ID pass.

What are the working hours for TNB to replace my meter?

Normal working days (Monday – Friday) Weekends are by appointment only

Will I get notification on Aged Meter Replacement?

Yes, you will receive written notice at least 48 hours before the replacement is carried out.

Can TNB enter my premises to change the meter?

Yes, according to the Electricity Act 1990, TNB can enter your property to replace the meter.

I received a notification that TNB was unable to enter my premises to replace my meter. What should I do?

Please contact the person in charge stated on the letter, to set an appointment.

Will consumption from an old meter and current new meter be billed in the next month?

Yes, both will be included in your next electricity bill, but charges will not be double.

Will I be billed for the electricity used to operate the meter?

No.

What are the benefits of replacing my meter?

• TNB will inspect the wiring and ensure it’s safe and in good working order.
• TNB will replace any old or worn out wires.
• Meters that are hard to access will be moved to a better spot for easier meter reading.
• When your meter is shifted from inside the building to outside, you have more privacy as TNB staff will be able to read the meter
without entering your property. Also, there will be no need for estimated bills.

Do I have to pay for meter replacement and labour costs?

No.

How will I know that my new meter is accurate?

Every TNB meter is calibrated and tested in accordance to Malaysian Standards ISO/IEC 17025:2005. Furthermore, since 2013, all meters have gone through additional vigorous testing by SIRIM and awarded with a Product Certification.

What is the Energy Commission Metering Guideline?

It is a guideline for the approval, testing and initial verification of electricity meters before they are sent out and installed. This guideline is governed by the Energy Commission.

Is the new meter tested before installation?

All meters are calibrated and tested to Metering Guideline under the governance of the Energy Commission.

What is the calibration/accreditation standard used?

All meters installed meet the Energy Commission Metering Guideline.

All meters are calibrated and accredited under Skim Akreditasi Makmal Malaysia (SAMM) based on MS ISO/IEC 17025:2005 issued by

Standards Malaysia under purview of the Ministry of Science, Technology & Innovation (MOSTI).

All meters are calibrated and comply to International Standards (MS IEC 62053-11, MS IEC 62053-21, MS IEC 62053-22, MS IEC 62053-23).

All meters comply to International Standard OIML (e.g. Harmonics Test and Reliability Test).

How do I know that my meter complies to the Energy Commission Metering Guideline?

It will have a ‘SIRIM/ST’ sticker on it.

Is the Energy Commission involved with the aged meter replacement?

Yes, the Energy Commission monitors meter replacements through:

• Installation of check meter.
• On-site meter testing based on customer complaints.
• Joint on-site meter testing with TNB based on customer complaints.
• Random on-site meter testing.

Will my existing meter be tested on site before being replaced?

Yes

How would I know if my meter has been replaced?

You will be notified after the meter replacement. Please contact TNB CareLine for details.

How do I calculate my appliances’ electricity consumption?

Kindly browse www.tnb.com.my and click Save Energy>Energy Audit Calculator>Start

I am a user of the myTNB app, do I have to re-register as a myTNB Portal user?

No. Just login with the same ID and password.

Where can I find the guideline on how to open an account, change of name, account closing and bill check ?

Please click below:

• Application for new supply
• Change of name
• Account closing

To check your bill, Register/Login to myTNB and click on Support > Bill & Payments

When I try to login, I get an error message informing me that my User ID or Password is incorrect. What should I do?

Please key in your myTNB User ID and Password correctly again. You have a maximum of 5 attempts. After 5 unsuccessful attempts, you will be redirected to Forgot Password page automatically to reset your password. Even though your myTNB Portal access has been blocked, you can still access your account(s) via myTNB App!

How would I know when a transaction has gone through?

The status of the transaction, whether ‘successful’ or ‘failed’, will be displayed. To verify the transaction, you can check the payment history of your account(s). We will provide you with a printable online proof of your transaction.

If I click the ‘back’ button, will the transaction/payment that I have submitted be deleted from the system?

Clicking the ‘back’ button at any stage will bring you back to the previous page. But if you have submitted a transaction and submission was confirmed, then it is accepted and not deleted.

If my payment transaction was unsuccessful, is the transaction record still in the system, or do I have to resubmit?

The payment transaction will be recorded in our system, whether successful or not. If unsuccessful, you will need to resubmit. Please resubmit only when you know why it failed. For example, if there’s insufficient funds, etc. Wait a few minutes, then try again. You can also call TNB CareLine at 1-300-88-5454 for assistance.

Why does my browser time out when I leave it idle?

This is to protect your account from unauthorised users when your device is left unattended. It has a built-in security feature that automatically times out after 30 minutes (for non-payment transactions)

I have forgotten myTNB Portal User ID. What should I do ?

Email the name and mobile number you registered with us to [email protected] and we will retrieve your myTNB Portal User ID for you.

I have forgotten myTNB Portal password. What shall I do?

You can reset your password by clicking on ‘Forgot Password’. You can continue using your existing myTNB Portal Login ID after resetting your password.

I didn’t receive OTP during password reset. What should I do?

Please call our TNB CareLine at 1-300-88-5454 to check if the mobile registered with us is the same one.

Can I keep the same User ID for myTNB Portal registration account if I already have one with my previous myTNB Portal registration?

No. You cannot use the same User ID. Please create a new one.

My activation email to complete myTNB Portal account registration process has expired. What should I do?

The activation email we send to you lasts only 24 hours. Once it has expired, you will need to repeat the process. But you can still use the same mobile number and email address to re-register. If you can’t activate your login account, please call TNB CareLine at 1-300-88-5454 for assistance.

What is OTP?

OTP stands for ‘One-Time-Password’. It is a randomly generated code sent to your registered mobile number or devices for validation of your online transaction. It is a security measure to ensure that nobody else can access your account.

What happens if I receive an OTP via SMS which I did not request for?

Please inform TNB CareLine at 1-300-88-5454 immediately.

Can I re-use an OTP?

No. Each OTP sent to you is valid for one time use only.

I keyed in my OTP as requested and got an error message. Why?

These may be the possible reasons:

• Your OTP is incorrect or has expired.
• You have exceeded the maximum number of attempts.

I requested for OTP twice. Which OTP should I use?

Use the second OTP sent to your phone.

How long does it take to receive my OTP via SMS?

It depends on the traffic volume of your mobile service provider.

Can I receive my OTP via SMS when I’m overseas?

Yes, as long as your phone is connected to mobile data.

If I don’t receive my OTP, what should I do?

Just click on the resend link to request a new OTP. The new OTP will be sent to your registered mobile number via SMS.

COVID-19

Are there any extra measures taken to reduce the risk of COVID-19 transmission during the meter installation?

We share your concerns and TNB does have procedures in place adhering to the guidelines provided by the Ministry of Health (MOH). All TNB staff are required to perform a health screening test prior to any site visit, observe the standard of social distancing and put on a face mask when they’re at a customer’s premise.

GENERAL

Will my supply be disconnected during the MCO?

• There will be no disconnection of electricity supply till 31 March 2021 for residential customers with arrears not exceeding 6 months. If you have any further questions, you may contact TNB CareLine at 1300-88-5454, message us via Facebook or submit your enquiries through the myTNB app. to discuss the available options and seek advice on your consumption and billing

I do not want an installation of Smart Meter now due to COVID-19, can I reschedule my installation to the end of the current MCO restrictions?

• Yes, you can. We understand that safety is a priority for you as it is for us. If you wish to reschedule to a later date, you may do so by contacting us at TNB CareLine at 1300-88-5454. However, we strongly recommend for you to re-schedule your installation date soonest possible to ensure you do not miss the opportunity of having a smart meter, which would help you manage your usage during the MCO.

Is TNB still doing face-to-face engagements and events?

• No. As your safety is our priority, there are no events organized during the MCO. However, small team engagements with your JMB/ RA/ Community representative will still continue to provide information on the upcoming Smart Meter rollout. Please look out for the notification letters in your mail box or updates from your JMB/ RA/ Community Representatives

What are the criteria and precautions taken by TNB before conducting physical engagements?

• Our current preferred mode of engagement is via online or virtual platforms. In the event physical engagements are required, strict SOPs are in place to ensure that our installers are in full compliance of all guidelines set by the Ministry of Health. This includes daily temperature checks, mask wearing, sanitisation, contact tracing and social distancing during engagement with JMB/ Residents.

I have other questions relating to Smart Meter installation after the TNB Smart Meter engagement, where can I get more information?

• You may visit our smart meter portal at www.mytnb.com.my/smart-meter for more information. If you are a JMB/ RA/ Community representative, please contact the TNB representative that reached out to you for further clarification.

How do I recognise a TNB representative reaching out to me via phone call?

• We may reach out to you via phone calls to share more about the benefits of smart meters and to seek feedback on your smart meter experience. If you have any concerns regarding the authenticity of our representatives, please feel free to contact us via TNB CareLine at 1300-88-5454. You may also request for our representative’s name, phone number and staff ID for verification purposes.

What if I am not at home during the Smart Meter installation?

• If our installers arrive at your premises and find that you are not at home, they will leave a door hanger on your gate and you will have the option to re-schedule an appointment. For rescheduling purposes, you may contact us via TNB CareLine at 1300-88-5454. For missed appointments, do not worry as our installer team will return to your area as soon as we can.

Who do I reach out to if I face any issues relating to the installed Smart Meter?

For smart meter related questions, you may visit our Smart Meter web portal at www.mytnb.com.my/smart-meter. If you require further assistance, please reach out to us via TNB CareLine at 1300-88-5454.

How do I identify an authentic TNB letter to protect myself from fraud?

• We have begun the Smart Meter installations in Melaka and Klang Valley. If you are staying within these areas, you will soon receive a notification with the installation details. To identify official TNB letters, you can verifying the following aspects:
  1. TNB Logo
  2. Reference number
  3. TNB account number
  4. TNB CareLine at 1300-88-5454 for verification

SMART METER COST / COST

Do consumers have to pay the electricity charge used by the "Smart Meter" to function?

No charges will be incurredto the customer. Customers are only charged based on their total current electricity consumption.

What can I do if I have issues managing my energy bills during the COVID-19 pandemic?

• We know that this pandemic has significantly impacted all our customer’s lives, so be assured that we are here to help. If you require further support during this pandemic, we encourage you to reach out to us via TNB CareLine at 1300-88-5454

RADIO FREQUENCY (RF) / HEALTH

What are the measures TNB is taking to manage the spread of Covid-19?

• TNB is committed to minimising the spread of COVID-19 by ensuring that:
  1. All staff complete the daily health reporting and monitoring through ESHD (Employee Self Health Declaration) alongside the mandatory MySejahtera check-in at TNB premises and other public premises.
  2. All appointed meter installers strictly comply with the SOPs. For example, daily temperature checks, mask wearing, sanitization, contact tracing and social distancing with JMB / residents during visits / installations and swab tests.



Will the COVID-19 pandemic affect the electricity supply to my home or business?

• Good news! TNB has announced that there will be no disruption to your electricity supply up till 31 March 2021. Our “Pasukan Pembaikpulih Bekalan” (PPB) team is a response team to address electricity outages and is considered an essential service. In the event of an outage, please contact Careline at 15454 and our teams will be ready to serve you.



During the installation, the installers did not comply to the SOPs required by MoH.

• We deeply regret and apologize for not adhering to the guidelines. Our installers are under strict instruction to abide by all SOPs by the MoH as well as additional precautions by TNB. If you have encountered such a situation, we would like to hear from you so that we can take quick action to avoid any reoccurance. Kindly contact us via Careline at 1300-88-5454 to share details of your experience.



What will happen if an installer who visited my premises was tested positive for COVID-19?

• The installer would stop all installation works immediately while TNB performs contact tracing for all installations performed by the affected installer. Contact tracing information will be provided to the Ministry of Health for their further action.




On Boarding

Someone is due to visit my home or building to install a smart meter – What will happen?

• You will receive a notification letter from TNB. Our installers will arrive at your premise and will be identifiable via their ID Cards & Uniform. They will do the necessary checks on your electricity box or riser room before they proceed with the installation.



What are the safety measures taken by the installers that visit my premises?

• We are taking the necessary steps to ensure that our installers strictly comply with all guidelines set by the Ministry of Health, such as daily temperature checks, mask wearing, sanitisation, contact tracing and social distancing with JMB/ Residents during the installation.




SMART METER DEVICE

Is it necessary for me to change to Smart Meter?

In support of Malaysia’s Digital Transformation, it is of utmost importance for every household to change to Smart Meter. Therefore, the upgrade is necessary to align with the government’s initiative towards realising Industrial Revolution 4.0.




How does the Smart Meter work?

The Smart Meter records how much electricity you use and sends the data back into TNB’s back end system daily. You can then view your half hourly daily usage via myTNB mobile app and myTNB web portal the following day. Monitoring your usage patterns allows you to be more energy efficient and better manage costs.




What can I see on my Smart Meter screen?

1. 1. Kilowatt-hour (kWh): The energy charge for the amount you pay for electricity usage/ the cost per unit of electricity.
2. Kilowatt (kW): The total amount you pay based on your usage



How would I know if the Smart Meter readings are accurate?

The Smart Meters have been certified by the Energy Commission to ensure that they meet all international standards, including accuracy. All meters are calibrated and certified against the Metering Guideline under the purview of the Energy Commission.




Will I be charged to power the Smart Meter?

No, you will not. Smart Meter is safely powered from TNB’s electricity supply.






BENEFIT

How will the Smart Meter help me become more energy efficient and save money?

• Installing the Smart Meter makes it easier for you to identify how much energy you’re using via myTNB app. This allows you to decide on where and how to reduce your usage and subsequently, cost.
• Smart Meter also means improved reliability in data, so you can be confident that you're only paying for what you have used.
• For more information, find out more at: https://www.mytnb.com.my/smart-meter





INSTALLATION

What is the cost of a Smart Meter installation?

TNB’s Smart Meter and its installation is Free of Charge (FOC)




How do I verify if the installer coming to my area is from TNB?

TNB contractors can be recognised by their orange uniform labelled “Kontraktor TNB”. They will display their identification cards (ID) and present their ID to you upon request.



You may contact TNB Careline at 1300-88-5454 to verify identification of the contractors if needed.




Will my power supply be switched off when the meter is being replaced?

Yes. Your power will be switched off briefly (30 to 60 minutes) at the point of changing your meter.




What will happen if no one is at my home when the contractor comes to install the meter?

We will leave a door hanger at your gate and return another day. If you would like to schedule an appointment, kindly contact TNB Careline at 1300-88-5454.




What should I do if I encounter a problem with my Smart Meter?

Kindly contact us via TNB Careline at 1-300-88-5454. Issue assessment and meter replacement would be carried out if necessary.






SAFETY

Is the Smart Meter safe?

Yes! The Smart Meter have been certified by the Energy Commission under the Electricity Supply Act 1990 to ensure that it meets all international standards. It has also been approved by SIRIM & SKMM.




Is the Smart Meter network secure?

Yes, the Smart Meters and the networks adhere to Malaysia’s Personal Data Protection Act (PDPA). TNB also ensure the cyber security encryption, measures and features are implemented in the Smart Meter system and network. We are constantly assessing our network to improve the security controls and no systems can be compromised.






BILLING

How will I receive my bill after the Smart Meter is installed?

You will continue to receive your physical bill. Manual reading by our meter readers will be done until the meter is enabled for automatic billing within the first three months. At the same time, you can also view your monthly bill through myTNB app.




Will my electricity bill increase after installing a Smart Meter?

No, if your usage is consistent upon installation. Your electricity bill will be based on your total usage and tariff block. Higher block tariffs indicate a higher volume of increase in usage.

What is fuel subsidy stated in your electricity bill?

• Fuel subsidy is the amount of fuel cost subsidised by the Government for a unit of electricity consumed.
• The amount stated in the electricity bill refers to the subsidy on piped gas price only.
• The subsidy is based on benchmark market gas price set in base electricity tariff compared to the actual piped gas price used in the
• current electricity tariff charged to consumers.
• The fuel subsidy amount indicated in the electricity bill is strictly for indication/information purposes only with NO monetary transaction.

Why is the fuel subsidy calculated separately in the bill?

It is calculated separately in the bill to indicate the actual cost of electricity that you should pay for your electricity consumption in the absence of the Government’s fuel subsidy.

How is the subsidy calculated and based on what market price?

It’s calculated based on this formula:

• Gas cost per unit sales for every RM1/mmbtu x difference in benchmark market price of gas and the subsidised piped gas price used in current tariff x total electricity consumption for the month in kWh. The benchmark market price of gas is determined by the Government.

How often is this subsidy calculation revised?

It is revised based on the revision of the regulated price of pipes gas every 6 months by the Government.

What is the current subsidy amount?

Effective 1st July 2018 until 31st December 2018:

• Residential : <300 kWh = RM 0.00 /kWh
• Residential : >300 kWh = RM 1.35 /kWh
• Business : RM 0.00 /kWh

What is meter irregularity?

Meter Irregularity is when the meter is not recording the electricity consumption correctly. This can be due to hardware, software or human error, which includes:

• Meter inaccuracy.
• Malfunctioning of the meter or its installation or both.
• Incorrect meter reading.
• Cross-connection of different accounts.
• Faulty installation.

How does TNB calculate undercharged or overcharged amount for Meter irregularity cases?

The calculation is based on your consumption record and history, available technical evidence and other relevant information.

Do you have to pay for the cost of meter replacement due to irregularities?

No, of course not. TNB will bear the cost of meter replacements unless you are responsible for damaging the meter, or for neglecting it during a fire or flood.

What happens if there are irregularities or incorrect charges in my electricity bills?

Please make a report and we will make the adjustments. However, we can only go as far back as the previous 3 months’ bills. After calculating the irregularities, we will make the adjustment in your next bill.

How do I report a meter irregularity case?

You can report it through any of the following channels:

• Call TNB One Stop Enquiry Centre 1300-88-5454
• Email [email protected]
• Go to www.tnb.com.my and click Contact Us>Customer Care>Submit Feedback
• Go to www.tnb.com.my and click Follow Us >Chat With Us
• Visit Pusat Khidmat Pelanggan TNB

Some home owners are left with huge bills when their tenants move out. How can you protect yourself if you’re a landlord?

There are two ways:

• Before a tenant moves in, you can do a Change of Tenancy, and make the tenant fully responsible for the account. However, this also means that you will lose the right to disconnect if the tenant defaults in his/her monthly electricity bills.
• Register with e-Services so you can monitor your tenant’s monthly usage and payments.

Who can I contact for details on this?

• Call TNB One Stop Enquiry Centre 1300-88-5454
• Email [email protected]
• Go to www.tnb.com.my and click Contact Us>Customer Care> Submit Feedback
• Go to www.tnb.com.my and click Follow Us>Chat With Us Visit Pusat Khidmat Pelanggan TNB.

How is Power Quality measured?

It is generally measured by the shape of the voltage waveforms supplied at your meter. The voltage waveforms may reduce, increase, fluctuate or distort due to various circumstances.

What kind of equipment can be affected by Power Quality problems?

Any type of electrical equipment can be affected. Standard systems like lighting, air-conditions, fans, and communications equipment are often affected. The most costly power quality problems often happen to sensitive high-tech equipment such as computer controlled equipment and data systems.

How do I know if my business has Power Quality problems?

Go through this checklist:

• Do you have premature failures of electronic equipment, motors and drivers?
• Do your adjusted speed drivers often trip into offline mode?
• Does your computer tend to shut down for no apparent reason?
• Does your computer screen tend to jitter?
• Do you get equipment problems during or shortly after a lightning storm?
• Do your circuit breakers trip when they’re not even overloaded?
• Are your transformer cases extremely hot?
• Does your power factor capacitor bank fail prematurely?
• Do your equipment tend to malfunction at the same time every day?
• Do your automated systems fail for no apparent reason?
• Do certain equipment function in one location but not in another?
• Have you experienced lights dim or flicker, followed by the malfunctioning of equipment?

What causes Power Quality problems?

The most common causes are lightning strikes, equipment failures, third party intrusion, weather conditions, and operating on non-linear and fluctuating loads.

Are there National and/or International Standards that describe Issues on Power Quality?

Some of the international standards that explain the power quality phenomenon are:

• IEC 61000-2-1: Definition of Electromagnetic Compatibility (EMC) EMC is concerned with the possible degradation of the performance of electrical and electronic equipments due to the disturbances present in the electromagnetic environment, in which the equipment operates
• IEC 61000-2-4: Compatibility levels in industrial plants for low frequency conducted disturbance
• IEC 61000-2-12: Electromagnetic compatibility (EMC) - Part 2-12: Environment - Compatibility levels for low-frequency conducted disturbances and signalling in public medium-voltage power supply systems
• IEC 61000-3-6: Assessment of emission limits for distorting loads in MV and HV power systems.
• IEC 61000-3-7: Assessment of emission limits for fluctuating loads in MV and HV power systems.
• MS 1760:2004: Guide on voltage dips and short interruptions on Public Power Supply System. The original standard is the IEC/TR 161000-2-8
• IEC 61000-4-11: Immunity test for voltage dips, short interruptions and voltage variation for equipment less than 16 Amp
• IEC 61000-4-34: Immunity test for voltage dips, short interruptions and voltage variation for equipment more than 16 Amp
• Engineering Recommendation P28 : Planning limits for voltage fluctuations caused by industrial, commercial and residential equipment in the United Kingdom.
• Engineering Recommendation G5/4 : Planning levels for harmonic voltage distortion & connection of non-linear equipment to Transmission and Distribution Systems in the United Kingdom.
• SEMI F47: Specification for semiconductor processing equipment voltage sag immunity
• SEMI F49 : Guide for semiconductor factory system voltage sag immunity

Key Highlights

How much is the ICPT amount to be passed through to customers for the period of 1 January 2020 to 30 June 2020?

• Imbalance Cost Pass-Through (ICPT) implementation for the period of 1 January – June 2020 are as follows:
  1. The average Base Tariff remain unchanged at 39.45 sen/kWh.
  2. No ICPT surcharge will be imposed to domestic customers. A total of RM62.95 million is allocated to cover for the ICPT surcharges for domestic customers by using KWIE fund; and
  3. ICPT surcharge of 2.00 sen/kWh will be imposed to non-domestic customers, a reduction from the current ICPT surcharge of 2.55 sen/kWh.
  Table of the latest ICPT Rate :
  Domestic Customers
  The ICPT rate for domestic customers are as follows:
  1. No ICPT surcharges will be imposed to domestic customers
  Non-domestic Customers
  The ICPT surcharge for Non-domestic customers is implemented by phase:
  1. ICPT surcharge of 2.00 sen/kWh for period 1 January 2020 until 30 June 2020.
  *Domestic customers refer to Residential customers
  *Non-domestic customers refer to commercial, industrial customers and others
  
  

  Who will be affected by this ICPT surcharge?

  This ICPT surcharge will be applicable to all non-domestic customers, at the ICPT rate of 2.00 sen/kWh.

  No surcharge will be applicable to domestic customers, and hence the ICPT rate is set at 0 sen/kWh. Domestic customers with monthly consumption of 300kWh (RM77.00) and below is not subjected to ICPT mechanism.

  Why Domestic customers with monthly consumption of 300 kWh and below are not affected by this ICPT implementation?

  Domestic customers with monthly consumption of 300kWh (RM 77.00) and below were not affected in the previous tariff reviews i.e:

  1. Tariff rate for Lifeline Band consumers (0-200 kWh) has been maintained at 21.8 sen/kWh since 1997; and
  
  
  2. Tariff rate for 201-300 kWh band has been maintained at 33.4 sen/kWh since 2009.

  In addition, the government allocates RM 40.00 electricity subsidies specifically to poor hardcore domestic customers who are registered with the e-Kasih program. The customers under this group will not be affected by ICPT implementation.

  What is Imbalance Cost Pass-Through (ICPT)?

  ICPT is a mechanism under the Incentive Based Regulation (IBR) framework which allows TNB as the utility to reflect changes (either increase or reduction) in fuel and other generation-related costs in the electricity tariff every six (6) months in the form of rebate or surcharge.

  What are the major factors contributing to the increased in ICPT cost for period 1 July – 31 December 2019?

  The major factor contributing to the increase in ICPT cost for this period is the increase in average coal price to USD77.35/metric tonne, as compared to the benchmark coal price set in the base tariff at USD75/metric tonne. In addition, there is a continuous increase of RM1.50/mmBTU in the regulated piped gas price from RM27.20/mmBTU in the benchmark price set in the base tariff to RM28.70/mmBTU. This is based on Cabinet’s decision on 3rd May 2017, allowing the adjustment of the regulated piped gas price for the power sector with an automatic increase of RM1.50/mmBTU every six (6) months until it reaches Reference Market Price for a period of three (3) years from 2018 until 2020.

  Who is responsible for ICPT calculation methodology?

  Suruhanjaya Tenaga as Malaysia’s energy regulator determines the calculation and methodology of the ICPT, subject to Government approval on a 6-monthly basis.

  What is Kumpulan Wang Industri Elektrik (KWIE)?

  Kumpulan Wang Industri Elektrik (KWIE) is a fund that is controlled by Suruhanjaya Tenaga (ST). The objective of setting up KWIE is to manage or control the impact of electricity tariffs on consumers.

  WWhat are the components of Imbalance Cost Pass-Through (ICPT)?

  There are two ICPT key components:

  • FCPT: Fuel Cost Pass-Through component captures any variation in fuel cost (specific to piped gas, liquefied natural gas (LNG) and coal) as a result of changes in the fuel price, fuel quantity, generation mix, exchange rate and etc.
  
  
  • GSCPT: Generation Specific Cost Pass-Through component captures any variation in other generation specific costs as a result of changes in other costs associated with the Power Purchase Agreements (PPAs) & Service Level Agreements (SLAs) and fuel procurement contracts i.e. Coal Supply Agreement (CSA), Coal Supply and Transportation Agreement (CSTA), Gas Supply Agreement (GSA) / Gas Framework Agreement (GFA) and etc.

  How is the ICPT amount for pass through to customer is calculated?

  The ICPT is calculated based on an estimated actual fuel cost and generation specific costs for a particular six (6) months period against the corresponding baseline costs in the Base Tariff.

  Since its implementation in 2014 until June 2018, a total of RM6.3 billion of ICPT rebate and subsidy has been passed through to electricity customers in Peninsular Malaysia. Due to the increase in average coal price and the continuous increase of RM1.50/mmBTU in the regulated piped gas which has resulted to higher fuel and generation cost from July 2018 to June 2020, a total of RM3.6 billion of ICPT surcharge has been passed through to non-domestic electricity customers in Peninsular Malaysia.

  How will the ICPT impact my electricity bill?

  • It is a charge that is applicable for every kWh of electricity consumed. ICPT is a variable component in the electricity bill where the ICPT is charged based on your consumption of electricity on a monthly basis.
  • The ICPT is straight “pass-through” charge and its calculation is the number of kWh consumed in a month multiplies by the ICPT rate (in sen/kWh). The ICPT charge will then be added to or subtracted from your current bill amount
  
  
  
  

  Do all customers pay the same amount of ICPT charges?

  The ICPT charge on your electricity bill may differ from your neighbour's as the ICPT charge depends on your energy consumption (kWh) in a month. Therefore, this amount varies from one customer to another and from month to month, depending on the energy consumption.

  To reduce the ICPT impact, the consumers are advised to implement the electricity saving measures as recommended by the Suruhanjaya Tenaga.

  What is the initiative from Government for customers to anticipate the next ICPT rate?

  The government has provided a user-friendly ICPT Calculation platform through the www.myelectricitybill.my portal on the Suruhanjaya Tenaga official website (www.st.gov.my) for further details on the ICPT implementation. The ICPT calculator will help customers to estimate ICPT rate on their monthly electricity bills beginning January 2019.

  The purpose of this ICPT Calculator is to educate customers to be more sensitive and alert to the changes in fuel prices and foreign exchange rates in the market. Customers can key in the coal and gas price forecasts as well as the fuel price & forex forecast to estimate the cost of ICPT at the next tariff adjustment.

What is the TNB Time Of Use (TOU) tariff scheme?

TOU tariff scheme offers you different rates at different times of the day. For example, tariff rates during off-peak hours are lower than peak hours.

What is the TNB Enhanced Time Of Use (ETOU) tariff scheme?

ETOU tariff scheme offers you 3 time zones with different tariff rates – Peak, Mid-Peak and

Off-Peak rates for Monday - Friday.

Off-Peak rates apply to Saturday, Sunday & Public Holidays.

Maximum Demand charge has 2 time zones with Peak and Mid-Peak rates.

Monday to Friday	3 time zones with 3 energy rates for Energy charge: Peak, Mid-Peak and Off-Peak 2 time zones with 2 rates for Maximum Demand charge: Peak and Mid-Peak
Weekends and Public Holiday	1 time zone with 1 energy rate : Off-Peak rate only Maximum Demand Charge is waived during Saturday, Sunday, and Public Holidays

Note: ETOU will only include these fixed Public Holidays: New Year (1 January), Labour Day (1 May), Merdeka Day (31 August), Malaysia Day (16 September) & Christmas (25 December)

What are the differences between TOU and ETOU time zones?

TOU Tariff

• TOU tariff has 2 time zones (Peak and Off-Peak)

TOU Time Zones are classified as follows:

ETOU Tariff

• ETOU tariff scheme has 3 time zones (Peak, Mid-Peak and Off-Peak) on Monday Friday
• Only 1 time zone (Off-Peak) applied on Saturday, Sunday and Public Holidays
  ETOU time zones are classified as follows:

Enhanced Time of Use Time Zones
Time Zone	Hours
Mid-Peak	08:00 - 11:00 hours
Peak	11:00 - 12:00 hours
Mid-Peak	12:00 - 14:00 hours
Peak	14:00 - 17:00 hours
Mid-Peak	17:00 - 22:00 hours
Off-Peak	22:00 - 08:00 hours

When will the ETOU tariff be offered to the customers?

The ETOU scheme will be offered as an option based on the schedule below:

Implementation of Enhanced Time of Use (ETOU) Schedule
Date	Tariff Categories
Starting from 1 January 2016	Commercial customers at medium voltage (tariff C1 and C2) Industrial customers at medium and high voltages (tariff E1, E1s, E2, E2s, E3 and E3s)
Starting from 1 January 2017	Industrial customers at low voltage (tariff D and Ds)

Note: However, low voltage Industrial customers may opt for the ETOU scheme starting from 1st January 2016, provided that they would upgrade to medium voltage tariff at their own cost.

Who are eligible for TOU and ETOU schemes?

TOU tariff scheme is offered to MV and HV customers under these categories:

• Commercial: Tariff C2.
• Industrial: Tariff E2,E2s, E3, E3s.
• Mining: Tariff F2.

ETOU tariff scheme will be offered as an option to LV, MV and HV customer under these categories:

• Commercial: Tariff C1, C2
• Industrial: Tariff D, Ds, E1, E1s, E2, E2s, E3 and E3s.

Why do the tariff rates vary at different times?

Electricity usage is different at different times of the day, that’s why electricity production cost will also change according to time of day. During peak hours there are more people consuming electricity, therefore, the cost of producing electricity is higher. Tariff rates are cheaper during off-peak or mid-peak hours due to lower demand.

Will ETOU replace the TOU tariff scheme?

No. The ETOU scheme is offered as an option.

Will the TOU customers be automatically switched to ETOU scheme?

No. TOU customers must apply to TNB for the ETOU tariff scheme.

Why does TNB offer ETOU?

ETOU gives you the opportunity to manage your consumption of electricity in a cost-effective way.

How does ETOU benefit me?

You can lower your electricity bills by taking advantage of the mid-peak and off-peak hours!

If I apply for ETOU, can I go back to my previous tariff scheme ?

You must commit to the ETOU scheme for at least 6 months. After that, you are free to cancel and go back to your previous tariff scheme, but you will be have to bear certain costs incurred.

Are there any special ETOU rates for the Special Industry Tariff (SIT) customer?

No. SIT customers are offered the same ETOU rates offered to non-SIT customers.

Can I be on SIT and ETOU scheme at the same time?

No. You have to subscribe to one or the other, but not both.

Is ETOU compulsory to all customers?

No. ETOU will be offered as an option for eligible customers.

Customers must choose the appropriate tariff scheme that best suits their energy consumption.

What is ETOU rate?

How to apply for ETOU scheme?

Customers who wish to enroll for ETOU scheme can submit formal application stating TNB Account to respective TNB Kedai Tenaga.

What is Maximum Demand (MD)?

MD is measured in Kilowatt (kW). It is the highest level of electrical demand monitored in a particular period usually for a month period. Maximum Demand for any month shall be deemed to be twice the largest number of kilowatt-hours (kWh) supplied during any consecutive thirty minutes in that month.

Why does TNB charge MD?

During peak hours, when a great number of people are consuming electricity, TNB would need to be able to generate, transmit and distribute electricity sufficiently in order to meet the high demand, since electricity cannot be stored. MD charge was designed to encourage customers to control their electricity usage at peak hours, and maybe shift their usage to off-peak when the tariff rate is cheaper. MD charge is applied by almost all electric utility companies in the world.

Can TNB exclude customers from paying MD charges?

The MD charge is a very good way to encourage customers to use electricity more efficiently. It is a charge imposed on large customers that consume a huge amount of electricity. But domestic consumer that use low amounts are excluded from paying MD charges.

How can I reduce MD charges?

Here are some ways for you to reduce MD charges:

• Shift your electricity consumption to off-peak hours when there is no MD charges.
• Look for TNB promos related to MD, like Sunday Tariff Rider Scheme (STR)
• Start your motor or heavy equipment in stages (not all together), or during off-peak hours.

What is Power Factor?

Power Factor is a method to gauge the efficiency of electricity usage. It is measured from 0 to 1. A higher number means more efficient. Low power factor shortens the lifespan of electrical appliances and causes power system losses to TNB

KW	Working Power (also called Actual Power, Active Power or Real Power). It is the power that powers equipment and performs useful work.
KVAR	Reactive Power. It is the power which magnetic equipment such as transformers, motors and relays need to produce the magnetizing flux.
KVA	Apparent Power. It is the vectorial summation of KVAR and KW.

Let’s look at a simple analogy in order to better understand these terms. Let’s say you are at a park and it is a hot day. You order a glass of a carbonated drink. The thirst-quenching portion of the drink is represented by KW. Unfortunately, along with your drink comes a little bit of foam. The foam does not quench your thirst. This foam is represented by KVAR. The total content of your glass, KVA, is this summation of KW (the carbonated drink) and KVAR (the foam).

Power Factor is the ratio of Working Power to Apparent Power. Power Factor = KW / KVA

Looking at our carbonated drink analogy, power factor is the ratio of carbonated drink (KW) to the carbonated drink plus foam (KVA). Power Factor = KW / (KW + KVAR) = Carbonated drink / (Carbonated drink + foam)

Thus, for a given KVA:- i. The more foam you have, the lower your power factor. ii. The less foam you have, the higher your power factor.

For efficient usage of electricity, power factor must approach 1.0. A Power factor that is less than 0.85 shows inefficient use of electricity.

What are the causes of low Power Factor?

Low Power Factor is caused by inductive loads which causes the current to lag. Examples are:

• Transformers
• Induction motors
• High Intensity Discharge (HID) lighting

Induction loads make up a very high percent of power consumed by the commercial and industrial sectors.

What can you do to improve your power factor?

Try these methods:

1. Install capacitors (KVAR Generators)
   • Capacitor
   • Corrector
   • Synchronous generators
   • Synchronous motors
2. Minimise idling or lightly loaded motors.
3. Avoid operating equipment above its rated voltage.
4. Use energy efficient motors.

How does improving the Power Factor benefit you?

Benefit 1: Reduce cost.

LA facility’s low power factor forces TNB to increase its generation and transmission capacity in order to handle the extra demand. When you increase your power factor, you will use less energy, which means lower cost.

Benefit 2: Eliminate power factor surcharge.

Utility companies around the world charge customers a surcharge when their power factor is low (less than 0.95). Some utility companies will not even supply electricity to customers whose power factor is below 0.85. In Malaysia, TNB is allowed to impose a surcharge to customers whose power factor is below 0.85. You can avoid this surcharge by increasing your power factor!

Benefit 3: Increased efficiency.

Low power factor causes power system losses in your electrical system. When you improve your power factor, you reduce these losses. What’s more, reducing system losses also means you can have additional loads and be overall more productive.

Benefit 4: Increased voltage level in your electrical system.

AThis means more efficient motors. As power losses increase, you will experience a voltage drop. Excessive voltage drops can cause overheating and premature failure of motors and other inductive equipment. So, by increasing your power factor you can minimise these voltage drops and also prevent problems. Your motors will run efficiently with a slight increase in capacity and starting torque. Listen to them purr happily.

What is Sales and Service Tax (SST)?

Service Tax is a tax that is charged on taxable services provided by any taxable person in Malaysia in the course of business.

Sales Tax is a single stage tax charged on taxable goods manufactured in Malaysia by a taxable person or taxable persons involved in the production of the goods. It is also charged on taxable goods imported into Malaysia.

Can TNB charge SST?

Under Service Tax Act 2018, provision of electricity is a taxable service subject to 6% Service Tax. So, yes, TNB is complied to charge Service Tax. However, not all of our customers are subjected to SST.

Is Sales and Service Tax (SST) is a new tax?

No. It existed before GST.

Can TNB charge SST?

Under Service Tax Act 2018, provision of electricity is a taxable service subject to 6% Service Tax. So, yes, TNB is complied to charge Service Tax.However, not all of our customers are subjected to SST.

Which TNB customer category is applicable to Service Tax?

Customer Category	Service Tax Applicable
Domestic (Residential)	Yes based on condition defined in item 5
Commercial	No
Industry	No
Mining	No
Street Light	No
Agriculture	No

When is Service Tax charged for Residential (domestic) customers?

Residential customers are subjected to Service Tax if:

• The monthly consumption is over 600 kWh (more than RM 231.80); and
• The billing period is 28 days and above

Does Service Tax Act stipulate items 3 & 4?

Yes. Reference can be made to First Schedule (Regulation 3) under Service Tax Regulation 2018

I am a residential (domestic) customer. My monthly consumption is less that RM231.80 (below 600 kWh). Do I have to pay Service Tax?

No, you don’t if your billing period is 28 days and above. However, if the billing period is less than 28 days, you will be charged Service Tax.

Why is my billing period less than 28 days?

Generally the monthly billing cycle is 28 – 30 days. However, the billing period can be less than 28 days in the following situations:

• If you requested to terminate your supply contract with TNB.
• If you have signed a new supply contract with TNB.
• If you requested for change in tariff from Residential to Non-Residential or vice versa.

Does TNB charge Service Tax on Non-Residential customers?

No. Non-Residential customers are not under the Service Tax Act.

Will my bill show how much Service Tax I have to pay?

Yes. You will see a separate line item showing the Service Tax you have to pay. For the latest bill layout, please click here.

What are the billing components that are subject to Service Tax of 6%?

• Energy Consumption (kWh)
• Discounts (Service Tax is calculated after discount)
• ICPT
• Temporary Load Charge

I have an individual street light attached to my account. Is it subject to Service Tax?

No. Individual street light is not taxable.

What are the other services in TNB that are subject to Service Tax?

It is applicable to billing components specified as in item 10. Other services such as connection charge, supply application and meter accuracy test are not subjected to Service Tax.

TNB charges 1% interest on late payments. Is this subject to Service Tax?

No, there is no Service Tax on the 1% interest on late payment.

Is the KWTBB 1.6% taxable under the Service Tax?

No, KWTBB is not taxable.

What does TNB do with the Service Tax charged and collected from my electricity bills?

It is applicable to billing components specified as in item 10. Other services such as connection charge, supply application and meter accuracy test are not subjected to Service Tax.

Where can I get more information on Service Tax charged by TNB in my electricity bill?

For enquiries, kindly contact TNB CareLine at 1-300-88-5454 or email to [email protected] For information, please visit the Royal Malaysian Customs Department website here