How many days after receiving the bill, should payment be made?

Payment should be made within 30 days from the date the bill is issued.

Can customers make partial payments of their bill?

No. All bills must be paid in full.

Can customers pay their bill amount in installments?

No. However, for certain cases, customers may refer the matter to a TNB Officer for approval.

Can deposits be used to settle a bill in arrears?

Yes. This can be done during closure of accounts. However, if the deposit amount is insufficient, customers will have to pay the balance of the arrears.

Why am I required to pay additional deposit?

If the customer’s average monthly electricity usage is more than the deposit paid, customer will be required to pay an additional deposit. For example:

Current deposit = RM100
Monthly average electricity usage = RM75
Deposit to be paid (RM75 x 2)= RM150
Additional deposit to be paid = RM50

How can I reduce my electricity bill?

The simplest way to reduce the electricity bill amount is to use electricity efficiently. However, this does not mean customers have to compromise on their standard of living or comfort level. Follow these quick and easy tips:-

1. Switch appliances and electrical equipments such as lights, TV and air-conditioners off when not in use
2. Replace old and inefficient electrical appliances with new ones
3. Operate washing machines at full load without overloading it
4. Iron all clothes at one time

For more energy saving tips, click here

What is the Aged Meter Replacement?

It is a business as usual program that replaces aged meter which is beyond accuracy lifespan. There are two type of meters with different accuracy life span :-

• Electromechanical meter > 15
• Electronic meter > 10 years

What is the objective of this activity?

The main objectives are:

• To ensure accurate meter reading and billing.
• To ensure the safety of meter installation.

Who owns the meter at my premise?

The meter at customer premise is owned by TNB. However, customer is responsible to ensure meter is not disturbed /tampered.

What type of meter will be installed at my premise?

Beginning 2004, TNB is installing electronic meters at customer’s premise in stages.

Will my bill be more or less the same after the meter replacement?

The meter measures your energy usage accurately and you will only be charged for the energy you actually use

Why is there an increase in my bill after meter replacement?

The main possible reasons are the aged meter used earlier was not recording accurately due to :-

• Faulty meter.
• Degradation of the mechanical components in the meter.
• Tampered meter.
  Other possible reasons are :-
• Increse in usage e.g. festive seasons, school holidays, changes in weather etc.
• New tariff rates.
• Arrears.
• Power factor charges.
• Renewal Energy Fund Charges

Why does TNB replace meters which are still in working condition?

TNB replaces aged meters (more than accuracy life span) as it may no longer record accurate electricity consumptions. The replacement of aged meter is a utility prudent practice and is in accordance to the Electricity Supply Act 1990 (for accurate billing)

How does TNB identify an area requiring Aged Meter Replacement?

TNB has a customer database that records which meters have been in service beyond accuracy lifespan.

Will there be any supply interruption while the meter is being replaced?

There will be a supply interruption at the customer’s premise for approximately 15 minutes to 1 hour.

Which type of meter gives more accurate reading; electromechanical or electronic meter?

Both electromechanical and electronic meters have the same accuracy class. Electronic meters can record with stringent accuracy.

Who will replace the meter at my premise?

The meter will be replaced by TNB appointed contractors who will be fully supervised by TNB staff. The contractors carry a TNB/NIOSH I.D. while the TNB staff wears TNB uniform and carries a TNB staff identification pass.

When will TNB replace the meter at my premise?

Replacement of the meter is conducted during normal working days and also on weekends (via appointment).

Will I get early notification on Aged Meter Replacement?

Identified customers will be notified through written notice at least 48 hours before the meter replacement is done.

Can TNB access my premise to change meter?

Yes, TNB may enter customer’s property to replace the meter. This authority is granted under the Electricity Act 1990.

I received a notification letter that TNB was unable to access my premise to replace the meter. What should I do?

Please contact the Person in Charge stated in the letter to set an appointment.

Will consumption from the aged meter and current meter be billed in the upcoming month?

Yes, consumption recorded from both aged and current meters will be calculated and included in customer’s electricity bill.

Will I be billed on the energy used to operate the meter?

No.

What are benefits of this exercise?

• TNB will conduct wiring inspections on meter installations to ensure they are safe and in good working order.
• TNB will replace any old and worn-out service wires if necessary.
• Meters with bad accessibility will be relocated to a new spot for easier meter reading.
• Shifting of meters position (e.g. from inside the house to outside wall, will also affect customers privacy especially during meter readings. It will also avoid TNB from issuing estimated bills due to meters inaccessible for readings.
• Improving customer privacy and elimination of estimated bills by shifting meters outside the house.

Do I have to bear the cost of meter replacement and the related works involved?

No.

How do I know my meter is accurate?

All meters go through stringent accuracy standards that comply with the Energy Commission’s Metering Guideline and International Standards

What is the Energy Commission Metering Guideline?

It is a guideline for electricity meters for approval, testing and initial verification requirements prior to the deployment for installation to the consumers. The guideline is governed by Energy Commission.

Is the replaced meter tested prior to installation?

All meters are calibrated and certified to Metering Guideline under purview of Energy Commission.

What is the calibration / accreditation standard used?

All meters installed meet the Energy Commission Metering Guideline.

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 Ministry Of Science, Technology & Innovation (MOSTI).

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

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

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

All meters verified under Energy Commission Metering Guideline will be affixed with ‘SIRIM/ST’ sticker.

Is the Energy Commission involved with the aged meter replacement?

Yes, the Energy Commission will monitor the meter replacement work through:

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

Is the existing meter tested on site before being replaced?

Yes

How do I know that my meter has been replaced?

Customers will be notified after the meter replacement. Kindly contact TNB Careline for further information.

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, e-Services or e-Application, do I have to re-register as a myTNB Self Service Portal user?

No. You may continue using the same ID and login password.

Where can I refer to the guide on how to apply for a new supply, change of name, account closing and bill check?

That information is available via the video linked below:

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

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

What should I do if “Mother’s Name” does not match for the purposes of adding an account number?

Contact TNB Careline at 1300 88 5454 for review and to find out the next step.

How do I add an account?

Click here for account adding options.

What should I do if I’m unable to view my bill at the myTNB Self Review Portal?

Contact TNB Careline at 1300 88 5454 for review and to find out the next step.

What should I do if my registered account on the myTNB app or e-Services are not found on the myTNB Self Service Portal?

The customer can add an account. Click here for account adding options. However, to add in 20 accounts and above, contact TNB Careline di 1300 88 5454 for further review.

What should I do if my premise information for requesting supply is not found?

Login to myTNB, go to "INFORMATION" > "Documents" and click on "FAQ: Premise Searching" for the next step.

What should I do if payment was made through myTNB Self Service Portal but the payment is not updated?

Contact TNB Careline at 1300 88 5454 for review and to find out the next step.

What dividends has TNB paid recently?

All information relating to dividends is shown on the Key Performance Indicator page.

When will next the next annual and quarterly results be announced?

TNB announce its results quarterly in January, April, July and October. Our annual report is usually published in November of every year.

What are the dates of previous and future AGMs?

Our AGM is normally held in December at TNB Headquarters, Kuala Lumpur. Exact date will be announced prior to the event.

Where can I obtain information on TNB's latest financial results?

Financial information from the latest financial results can be viewed from the Financial page. The presentation slides for the quarterly analyst briefing are also provided.

How can I obtain a copy of TNB's Annual and Quarterly reports?

All of TNB’s annual and quarterly reports can be found at the Investors & Media page. You can download these documents (in .pdf files). Should you wish to order hard copies of our financial reports, please do so from our Request for Information page.

What is fuel subsidy stated in consumer’s electricity bill?

• Fuel subsidy refers to the amount of fuel cost subsidised by the Government for a unit of electricity consumed
• The amount stated in electricity bill refers to the subsidy on piped gas price only
• It is calculated 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 purpose with NO monetary transaction

Why is the fuel subsidy calculated separately in the bill?

The fuel subsidy is calculated separately in the bill, to indicate the actual cost of electricity that consumers should pay for their respective electricity consumption in the absence of the fuel subsidy by Government.

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

The subsidy is calculated based on the following 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 frequent will this subsidy calculation be revised?

The subsidy calculation will be revised based on the revision of the regulated price of piped gas every 6 months by the Government.

What is the current subsidy amount?

The current subsidy amount effective 1st July 2018 until 31st December 2018 is :

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

The current subsidy amount effective 1st January 2016 until 30th June 2016 is 7.98sen/kWh or RM0.0798/kWh

What is Meter Irregularity?

Meter Irregularity occurs when the meter is unable to record the correct customer consumption. It can be due to:-

• meter inaccuracy
• malfunctioning of the meter or its associated installation or part thereof
• incorrect meter reading
• incorrect application of a meter multiplying constant
• cross-connection of installation to different accounts
• faulty installation

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

TNB will calculate the undercharged or overcharged amount based on the consumer’s consumption record and history, available technical evidence and other relevant circumstances.

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

No. TNB will bear the cost of meter replacement except for cases of negligence by customers (e.g.: Fire/Damage by customer, etc).

What is the maximum consumption period to be charged for undercharged or overcharged amount?

Customers will be charged up to the period of maximum 3 months before the date of irregularities has been notified to customer.

How do I report a Meter Irregularity case?

Kindly report to TNB through the following channels:

• Call/fax to TNB One Stop Enquiry Centre 1300-88-5454
• Email to tnbcareline@tnb.com.my
• Browse www.tnb.com.my and click Contact Us>Customer Care>Submit Feedback
• Browse www.tnb.com.my and click Follow Us >Chat With Us
• Pusat Khidmat Pelanggan TNB

Some owners are left with hefty bills after their tenants have moved out. How can owners protect their rights?

Property owners have two choices as below:

• In the situation before a new tenant moves in, property owners could do a Change of Tenancy making the tenant fully responsible for any delinquent account. However, owners will lose the right to instruct a disconnection to TNB in the event the tenant defaults in his monthly electricity bills
• Owners could register with e-Services and would then be able to monitor their tenant’s monthly usage and payment pattern

Who can I contact for further enquiries?

Customer can contact TNB through the following channels:

• Call/fax TNB One Stop Enquiry Centre 1300-88-5454
• Email to tnbcareline@tnb.com.my
• Submit Feedback Online
• Chat With Us
• Visit the nearest Pusat Khidmat Pelanggan TNB

How is Power Quality measured?

Power quality is generally measured by the shape of the voltage waveforms supplied at the customer's meter. The voltage waveforms may reduce, increase, fluctuate or distort due to controllable or uncontrollable circumstances.

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

Any types of electrical equipments can be affected. Standard building systems such as lighting, HVAC and communications equipments are frequently affected. The most costly power quality problems often involve more sensitive high-tech equipments such as computer controlled equipment and data systems.

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

If you answer YES to any of these questions, you are likely to be experiencing a Power Quality problem:

• Are you experiencing premature failures of electronic equipments or motors and drives?
• Your adjusted speed drives often trip into offline mode.
• Your computer tends to shut down inexplicably.
• Your computer’s screen tends to jitter.
• You are experiencing equipment problems during or shortly after lightning storms.
• Your circuit breakers tend to trip without being overload.
• Your transformers cases are extremely hot to the touch.
• Your power factor capacitor bank fails prematurely.
• Your equipments tend to malfunction at the same time of the day.
• Your automated systems fail for no apparent reason.
• Certain electronic systems tend to function in one location but not in another location.
• Do certain electronic systems work in one location but not in another location.
• Your lights tend to dim or flicker. This incident is then follow by the maloperation of critical equipment

What causes Power Quality problems?

The most common causes of Power Quality problems include lightning strikes, equipment failures, third party encroachment, weather conditions and operation of non-linear & fluctuating loads.

Are there National 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

What is SCM?

It is a system where the suppliers will engage with TNB via online in the entire end to end procurement process in a collaborative environment.

When will the SCM be ready for use?

SCM is targeted to Go-Live soon.

How do suppliers access the Supplier Portal?

The Supplier Portal can be accessed via TNB website www.tnb.com.my

Will the User ID and Password be given to all suppliers to access the Supplier Portal?

Only successful supplier registration will be given the User ID and Password

Can the system be accessed remotely?

Yes. Supplier can access the Supplier Portal as long as there is internet connection/access.

How will the Suppliers be notified of any notification from TNB?

Suppliers will be notified via Supplier Portal.

Will there be user training for Suppliers?

Yes. TNB Integrated Learning Solution Sdn. Bhd. – ILSAS has schedule training session for Suppliers to understand and able to execute procurement transaction effectively. Click here for further detail

Key Highlights

1. How much is the ICPT amount to be passed through to customers?
   • Imbalance Cost Pass-Through (“ICPT”) implementation for the period of 1st July – 31st December 2018 are as follows:
     1. The average Base Tariff remain unchanged at 39.45 sen/kWh.
     2. Due to higher fuel and generation costs for the period of 1st January – 30th June 2018, the additional cost of RM698.19 million or 1.35 sen/kWh ICPT surcharge, will be pass-through via the ICPT mechanism:
        1. Domestic Customers* – not affected by the ICPT surcharge
           Domestic customers with monthly consumption up to 300k is not subjected by ICPT implementation.
           For domestic customers with monthly consumption above 300kWh, the ICPT surcharge will be funded by Kumpulan Wang Industri Elektrik (“KWIE”). Hence the ICPT rate is set at 0 sen/kWh.
        2. Non-domestic Customers
           An ICPT surcharge of 1.35 sen/kWh will be applicable.
   *Domestic customers refer to Residential customers
2. Who will be affected by this tariff rebate?
   • This ICPT surcharge will be applicable to all Non-domestic customers.
   • All Domestic customers will not be affected by this ICPT surcharge as the ICPT rate is set at 0 sen/kWh. Domestic customers with monthly consumption of 300kWh and below is not subjected to ICPT mechanism.
3. Why Domestic customers with monthly consumption of 300 kWh and below are not affected by this ICPT tariff rebate?
   • Domestic customers with monthly consumption of 300kWh (RM 77.00) and below were not affected in the previous tariff reviews i.e.:
   • (i) Tariff rate for Lifeline Band consumers (0-200 kWh) has been maintained at 21.8 sen/kWh since 1997; and
   • (ii) Tariff rate for 201-300 kWh band has been maintained at 33.4 sen/kWh since 2009.
   • Furthermore, the Government will continue to subsidise around 1 million Domestic customers under the Lifeline Band with monthly bill of RM 20.00 and below. Therefore, these customers 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.

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 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 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.

What is the ICPT quantum for the current period of 1st January 2017 to 30th June 2017?

The ICPT quantum for the period 1st January 2017 to 30th June 2017 is – 1.52 sen/kWh, i.e. a rebate of 1.52 sen/kWh.

What is the rationale behind the current ICPT rebate?

• This ICPT rebate amounts to RM 766.33 million and is made possible due to lower Liquefied Natural Gas (“LNG”) price, higher performance of coal power plants and a reduction in the use of gas for electricity generation.
• The rebate also takes into consideration additional gas cost following the Government’s subsidy rationalisation plan and decision to further increase the piped gas price from the current RM19.70/mmBTU to RM21.20/mmBTU. The new gas price will be effective from 1st January 2017.

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.

Are all customers affected by ICPT?

• Yes, all customers are affected by ICPT except for Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below.
• In this regard, Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below will not experience any bill increase or bill reduction resulting from ICPT.

Why are Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below not affected by this ICPT tariff rebate?

Domestic customers with monthly consumption of 300kWh (RM77.00) and below were not affected in the previous tariff reviews i.e.:

• (i) Tariff rate for Lifeline Band consumers (0-200 kWh) has been maintained at 21.8 sen/kWh since 1997; and
• (ii) Tariff rate for 201-300 kWh band has been maintained at 33.4 sen/kWh since 2009.
  Furthermore, the Government will continue to subsidise around 1 million Domestic customers under the Lifeline Band with monthly bill of RM 20 and below. Therefore, these customers will not be affected by this ICPT tariff rebate.

Do all customers pay the same amount of ICPT charges?

The ICPT rate is fixed for all customers except for Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below. However, 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.

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

Time of Use (TOU) tariff scheme offers different tariff rates at different times of the day. For example, tariff rates during Off-Peak period will be lower than Peak period.

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

ETOU tariff scheme is introduced as an extension to the TOU tariff. Under this scheme, there will be three (3) time zones for Energy charge with Peak, Mid-Peak and Off-Peak rates.

On the other hand, Maximum Demand charge will have two (2) time zones with Peak and Mid-peak rates.

The scheme is also divided as follows:

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:

When will the ETOU tariff be offered to the customers?

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

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 the customers eligible for TOU and ETOU tariff scheme?

TOU tariff scheme is offered to MV and HV customers under the following tariff category:

• Commercial : Tariff C2
• Industrial : Tariff E2, E2s, E3, E3s
• Agriculture : Tariff H2
• Mining : Tariff F2
  ETOU tariff scheme will be offered as an option to LV, MV and HV customers under the following tariff category:
• Commercial : Tariff C1, C2
• Industrial : Tariff D, Ds, E1, E1s, E2, E2s, E3, and E3s

Why do the tariff rates vary with time periods?

Demand for electricity will be different throughout the day therefore the electricity production cost will also change with time.

For example: During Peak hours, the demand for electricity is high and therefore higher cost of generation will be incurred to generate the electricity to supply to the customers. Thus, the Peak hour rate will be higher than Mid-Peak and Off-Peak rate.

Will ETOU implementation eliminate the TOU tariff scheme?

No. The ETOU scheme is offered as an option to interested customers.

Will the TOU customers be switched to ETOU tariff scheme automatically?

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

What is the objective of ETOU implementation?

The objective of ETOU is to encourage Demand Side Management.

ETOU allows customers to manage their electric consumption efficiently by using less electricity during Peak hours.

What are the benefits of ETOU to the customers?

ETOU is a self-regulating tool for customers to control their electricity usage and bill.

Customers will enjoy the reduction in monthly bill by shifting their consumption to Mid-Peak and Off-Peak hours, when the rates are lower

If I choose to enrol to the ETOU scheme, can I revert to the previous tariff scheme?

Customers must be committed to stay in the ETOU scheme for a minimum of 6 months.

After 6 months, customers have the option to cancel their ETOU tariff scheme and revert to the previous tariff scheme; and all cost associated will be borne by them.

Will there be any special ETOU rates for the Special Industry Tariff (SIT) customers?

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

Can a customer be on Special Industrial Tariff (SIT) and ETOU scheme at the same time?

No. Customer must choose either one of the applicable tariff scheme for their respective account.

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?

MD is the peak load imposed by the customer to TNB system at any point of time. TNB need to cater for this peak load whenever required by the customer. Since electricity cannot be stored there must be sufficient available generation, transmission and distribution capacity to meet the highest demand. MD tariffs are structured to reflect the time of day it is used. For these reasons most tariffs for larger users are designed to encourage customers to control their electricity demand at daytime peaks. For example, lower night rate electricity encourages the transfer of daytime usage to the night period. The MD charge is being practiced by almost all utilities in the world.

Can TNB exclude customers from paying MD charges?

TNB imposed MD charge to its large customers, those at medium and high voltage level. The MD charge component is necessary to take into account the peak load imposed to the system by these customers. Waiving this MD charge will result in very high energy rate and does not encourage customers to use electricity efficiently. However, those small customers at low voltage level are only imposed energy charge as their peak load requirement is low.

Steps to reduce MD charges?

Few activities could be carried out by customers that assist in reducing MD charges such as:

• Practicing demand side management such as peak shift i.e. shifting their peak operation/consumption to off peak period as MD charges is not applicable during off-peak period for customer with peak/off-peak tariff.
• Opting for any promotional scheme offered by TNB relating to MD such as Sunday Tariff Rider Scheme (STR).
• Starts your motor/equipment in stages or during off-peak period.

How is the ICPT amount 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.

What is the ICPT quantum for the current period of 1st January 2017 to 30th June 2017?

The ICPT quantum for the period 1st January 2017 to 30th June 2017 is – 1.52 sen/kWh, i.e. a rebate of 1.52 sen/kWh.

What is the rationale behind the current ICPT rebate?

• This ICPT rebate amounts to RM 766.33 million and is made possible due to lower Liquefied Natural Gas (“LNG”) price, higher performance of coal power plants and a reduction in the use of gas for electricity generation.
• The rebate also takes into consideration additional gas cost following the Government’s subsidy rationalisation plan and decision to further increase the piped gas price from the current RM19.70/mmBTU to RM21.20/mmBTU. The new gas price will be effective from 1st January 2017.

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.

Are all customers affected by ICPT?

• Yes, all customers are affected by ICPT except for Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below.
• In this regard, Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below will not experience any bill increase or bill reduction resulting from ICPT.

Why are Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below not affected by this ICPT tariff rebate?

Domestic customers with monthly consumption of 300kWh (RM77.00) and below were not affected in the previous tariff reviews i.e.:

• (i) Tariff rate for Lifeline Band consumers (0-200 kWh) has been maintained at 21.8 sen/kWh since 1997; and
• (ii) Tariff rate for 201-300 kWh band has been maintained at 33.4 sen/kWh since 2009.
  Furthermore, the Government will continue to subsidise around 1 million Domestic customers under the Lifeline Band with monthly bill of RM 20 and below. Therefore, these customers will not be affected by this ICPT tariff rebate.

Do all customers pay the same amount of ICPT charges?

The ICPT rate is fixed for all customers except for Domestic customers with monthly consumption of 300 kWh (RM 77.00) and below. However, 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.

What is Power Factor

Power Factor is an index used to compute the efficiency level of electricity usage. The index is measured from 0 to 1. A higher index shows efficient usage of electricity and vice versa. Low power factor shortens the lifespan of electrical appliances and causes power system losses to TNB. To understand power factor, we will start with the definition of some basic terms:-

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).

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)

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.

Causes of Low Power Factor

In our carbonated drink analogy, low power factor resulted when the amount foam is was large. Low power factor is caused by inductive loads, which are sources of reactive power. Examples of inductive loads are:-

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

Inductive loads constitute a major portion of power consumed by commercial and industrial sectors.

How to Improve Your Power Factor

Customers are advised to follow these steps:

1. Install capacitors (KVAR Generators)
   • Capacitor
   • Corrector
   • Synchronous generators
   • Synchronous motors
2. Minimise operations of idling or lightly loaded motors.
3. Avoid operating equipment above its rated voltage.
4. Replace standard motors as they burn out with energy efficient motors.

Benefits of Improving Power Factor

Benefit 1: Reducing KW billing demand

Low Power Factor requires high reactive power (KVAR) and apparent power (KVA), which is the power that TNB supplies. Therefore, a facility’s low power factor forces TNB to increase its generation and transmission capacity in order to handle this extra demand. By increasing the power factor, customers use less KVAR. This results in less KW, which equates to RM savings for TNB.

Benefit 2: Eliminating power factor surcharge

Utility companies all around the world charge customers an additional surcharge when their power factor is less than 0.95. In fact, some utilities are not obliged to deliver electricity to their customers at any time the customer’s power factor falls below 0.85. Thus, customer can avoid this additional surcharge by increasing power factor. In Malaysia, TNB is allowed through the Malaysian Grid Code and the Malaysian Electricity Distribution Code, to impose a surcharge to the customer if the power factor is < 0.85 for customers receiving less than 132kV.

Benefit 3: Increased system capacity and reduced system losses in your electrical system

Low power factor causes power system losses in the customer’s electrical system. By improving power factor, these losses can be reduced. With the current rise in the cost of energy, increased facility efficiency is important. Moreover, with lower system losses, customers are able to add additional load in their electrical system.

Benefit 4: Increased voltage level in your electrical system, resulting in more efficient motors

As power losses increase, customer may experience a voltage drop. Excessive voltage drops can cause overheating and premature failure of motors and other inductive equipment. Therefore, by raising the power factor, customers can minimise these voltage drops along feeder cables and avoid related problems. Motors will run more efficiently, with a slight increase in capacity and starting torque.

What is Sales and Service Tax (SST)?

Service Tax

• Service tax that is a tax charged and levied on taxable services provided by any taxable person in Malaysia in the course and furtherance of business.
• Taxable person is any person who belongs in Malaysia and is prescribed to be a taxable person.
• Taxable service is any service which prescribed to be a taxable service

Sales Tax is a single stage tax charged and levied

• on taxable goods manufactured in Malaysia by a taxable person and sold by (including used or disposed off); and
• on taxable goods imported into Malaysia

What is Sales and Service Tax (SST)?

No. It existed before GST.

Can TNB charge Sales and Service Tax?

• Under Service Tax Act 2018, provision of electricity is prescribed as a taxable service subject to 6% Service Tax. As a registered taxable person, TNB is complied to charge Service Tax for provision of electricity.
• However, not all our customers are subjected to Service Tax.

Does TNB charge Service Tax on Residential customers?

Yes. Residential customers are subjected to Service Tax provided:

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

Does Service Tax Act stipulate item 3 and 4?

Yes. Reference can be made to First Schedule [Regulation 3] under Service Tax Regulation 2018.

I am a Residential customer. My monthly consumption is less than RM 231.80 (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, Service Tax will be imposed on your entire consumption.

Why is my billing period less than 28 days?

Generally, the monthly billing cycle is set from 28 to 31 days. However, the billing period can be less than 28 days in the following scenarios:

• When customers request to terminate their supply contract with TNB.
• When customers sign a new supply contract with TNB.
• When customers request for change of tariff from Residential to Non-Residential or vice-versa

Does TNB charge Service Tax on Non-Residential customers?

No. Non-Residential customers are not govern under Service Tax Act 2018.

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

Yes for Residential Customer only. You will see a separate line item clearly showing the Service Tax that you need to pay. Kindly refer to https://www.tnb.com.my/residential/billing for the latest bill layout.

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

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

I have an Individual Street Light attach to my account. Is Service Tax charge on Individual Street Light Consumption?

No. Individual Street Light is not taxable.

TNB charges 1% interest on Late Payment. Is this subject to Service Tax?

No. 1% interest Late Payment is not taxable.

Does the KWTBB 1.6% is taxable under the Service Tax?

No is not taxable.

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

TNB as a taxable person have to charge the Service Tax as stipulated in the Service Tax Act 2018. The tax collected will be remitted to Royal Malaysian Custom Department.

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

For enquires, kindly contact TNB CareLine at 1 300 88 5454 or email to tnbcareline@tnb.com.my For information, you can also visit Royal Malaysian Custom Department website at https://mysst.customs.gov.my