How To Lodge a Complaint | Suruhanjaya Tenaga

Process Flow
Complaint Resolution
GSL for Peninsular Malaysia

Complaint Process Flow

The following is a summary of the complaint management process at ST

If all information submitted is complete, each complaint will be examined and may be resolved within 15 working days.

However, complex cases that require a site visit for inspection, additional documents from a third party, or involve police matters that require examination from a legal perspective will take a longer time.

Complaint Resolution

After reviewing all relevant information, including explanations from the parties involved, ST will take the appropriate action in relation to the complaint. This may include:

Investigating and analysing the complaint to determine whether it is valid;
Obtaining feedback or clarification from the party complained against, including conducting inspections or reviews where necessary;
Directing the party complained against to address or resolve the issues identified and to improve service quality;
Issuing reminders or warnings to the party complained against and monitoring the implementation of the complaint resolution
Where applicable, enforcing users’ rights under the Guaranteed Service Level (GSL); or
Taking further action against the party complained against, where necessary.

The complainant will be informed in writing (by letter or email) or by telephone of the progress and resolution of the complaint.

Complainants have rights in relation to the electricity supply services provided by licensees. In this regard, ST has enforced the provisions of the Guaranteed Service Level (GSL).

Guaranteed Service Level (GSL) for Peninsular Malaysia

Scope of Service	Service Indicator	Achievement Level (Not exceeding the prescribed level	Penalty in the form of rebate
Supply availability - Frequency of interruptions	GUARANTEED SERVICE LEVEL: GSL1 The frequency of supply interruptions experienced by users within the administrative areas of: • Kuala Lumpur City Hall and Putrajaya • Other areas	4 times per year 5 times per year	Domestic Consumers 1% of the average monthly bill amount or a minimum of RM10.00, whichever is higher. Commercial Consumers 1% of the average monthly bill amount, up to a maximum of RM300. Industrial Consumers 0.5% of the average monthly bill amount, up to a maximum of RM1000.
Licensee’s Responsibility In the event of non-compliance with GSL1, affected users may make a rebate claim within the first 2 months of the following year if the number of interruptions exceeds the threshold prescribed for that year. The GSL1 rebate is calculated based on the average monthly bill for the preceding 12 months in the previous calendar year. Interruptions referred to in GSL1 are interruptions lasting more than 4 hours and are not caused by natural disasters or weather-related incidents..
Scope of Service	Service Indicator	Achievement Level (Not exceeding the prescribed level	Penalty in the form of rebate
Supply availability - Time taken to restore supply	GUARANTEED SERVICE LEVEL: GSL2 The time taken to restore electricity supply following interruptions caused by minor faults in the distribution network. The time taken to restore electricity supply following major incidents in the distribution supply network*, except where caused by natural disasters or weather-related incidents, for: • Moderate voltage interruptions (33, 22 and 11kV) in cable systems with feedback • Moderate voltage interruptions without alternative feedback systems (alternative feedback) (cables, overhead lines and branching) The time taken to restore electricity supply following major incidents in the transmission grid or system except where caused by natural disasters, and resulting in: • Partial blackout • Total blackout	3 hours 4 hours 12 hours 8 hours 18 hours	Domestic Consumers 1% of the monthly bill amount or a minimum of RM10.00, whichever is higher. Commercial Consumers 1% of the monthly bill amount, up to a maximum of RM3000 Industrial Consumers 0.5% of the average monthly bill amount, up to a maximum of RM1000. (Monthly bill for the month in which the non-compliance occurred) For major incidents involving the grid or transmission system, the decision regarding the penalty depends on the results of the investigation by the Energy Commission.
Note : * Minor faults in the distribution network refer to faults that can be repaired by the ‘fault finder’ team. ** Major incidents in the distribution supply network refer to faults that cannot be repaired by the ‘fault finder’ team.
Licensee’s Responsibility In the event of non-compliance with GSL2, affected users may make a rebate claim within 2 months after the interruption incident occurred. The GSL2 rebate is calculated based on the monthly bill during the month in which the interruption occurred.
Scope of Service	Service Indicator	Achievement Level (Not exceeding the prescribed level)	Penalty in the form of a rebate
Supply connection	GUARANTEED SERVICE LEVEL : GSL3 The time taken to carry out a connection requiring low-voltage cable installation works from the registration date for a new individual connection (NC) until the date electricity supply is connected, and after the premises are ready to receive the cable, and also subject to the release of permits from the relevant parties. GURANTEED SERVICE LEVEL : GSL4 The time taken to connect electricity supply for a new individual domestic low-voltage consumer after the deposit has been paid (the connection date must be agreed between the consumer and TNB and access must be available). For meter installation only. The day count begins one day after the deposit is received.	5 working days (overhead line) 14 working days (underground cable) 3 working days	RM50 Applicable only to the 3 additional poles nearest to the premises RM50
Licensee’s Responsibility In the event of non-compliance with GSL3 or GSL4, affected users may make a rebate claim within 2 months after the supply connection.
Scope of Service	Service Indicator	Achievement Level (Not exceeding the prescribed level)	Penalty in the form of a rebate
Supply connection	GUARANTEED SERVICE LEVEL : GSL5 Disconnection of supply according to legal provisions or the applicable disconnection procedure.	No wrongful disconnection (wrongful disconnection)	RM100