Before Making a Complaint
Types of Complaints
Among the common types of complaints we receive relating to electricity and piped gas services are the following:
- Errors in billing
- Licensees failing to comply with proper procedures
- Licensees failing to take action
- Unreasonable action by licensees
- Incompetent persons not carrying out work at installations properly
- Contractors or competent persons failing to comply with work regulations
- Unsafe electrical wiring or gas piping systems that do not comply with regulations
- Electrical equipment and gas appliances that have not been approved or do not bear the SIRIM-ST label
- Unsatisfactory service quality provided by licensees
- Activities carried out near electrical or piped gas installations
- Supply disruptions
- Other matters related to electricity and piped gas supply activities
To support a more efficient and effective complaint management process, we encourage you to first seek resolution with the licensee or relevant party before contacting us.
If the matter cannot be resolved verbally, you should submit a formal written complaint to them or lodge it through their official complaint portal, where available. Please retain copies of any correspondence and other relevant supporting documents.
If, for any reason, you believe your complaint requires urgent attention, please contact us to discuss your complaint.
Required Information
You are required to provide the following information when lodging a complaint:
- Full name
- Bill account number (mandatory if the complaint relates to billing)
- Home or office address, and the location of the issue
- Landline and mobile telephone numbers
- Email address
- Details of the complaint
- Relevant supporting documents
For complaints involving licensees such as TNB, SESB or GMB, the following information must also be provided:
- Complaint, ticket, ID or reference number for the complaint previously lodged with TNB, SESB or GMB
- Relevant supporting documents (for example, any response letter received from TNB, SESB, Gas Malaysia or other related documents)
If the required complaint details are incomplete, the complaint will not be considered for further action and may be rejected.
Complaint form example
