BINTULU: Sarawak Energy continues to strengthen its efforts to improve customer service delivery through enhanced digital platforms and wider accessibility, underscoring the company’s commitment to customer convenience and inclusivity.
The state energy provider utility has implemented various digitalisation initiatives, including the use of the SEB cares app, which allows users to easily manage their bills, payments and service requests – anytime, anywhere.
This move is aimed at reducing long queues and waiting times at customer service centres.
“While we are moving towards greater digitalisation to improve customer convenience and efficiency, we are mindful that some groups may not be as familiar with digital services,” said Ng Shou Fui, vice-president of Retail Sarawak Energy.
To support customers who may not be comfortable with digital platforms, Sarawak Energy’s physical service centres remain fully operational.
The centres are staffed with on-site staff, including receptionists, who are ready to assist customers using payment kiosks or navigating services.
Sarawak Energy is also monitoring customer flow and can activate additional counters when required to manage high volumes of customers more efficiently.
The Sarawak Energy Appointment System (SEAS) is also in place to allow customers to schedule appointments in advance by selecting their preferred counter, date and time.
Customers only need to arrive five minutes before the scheduled time and are encouraged to review the document checklist on the Sarawak Energy customer service website before their visit.
In an effort to improve service access to rural communities, Sarawak Energy is launching a pilot project featuring vehicle-based service counters.
These mobile counters will visit selected areas in rural Sarawak, providing customers with the opportunity to make bill payments and access services without having to travel to major cities.
This mobile service initiative is part of Sarawak Energy’s ongoing efforts to improve customer service delivery for all Sarawakians, regardless of location.
Sarawak Energy affirms its commitment in providing accessible and reliable services, and will continue to improve both digital and physical platforms to ensure a smooth and inclusive service experience for all customers.
Customers are encouraged to download the SEB cares app or contact the 24/7 Customer Service Centre at 1300-88-3111.
Any enquiries can also be sent via email to customercare@sarawakenergy.com.
