TENAGA Nasional Bhd’s (TNB) customer service line for people to channel their complaints should be made free, Bukit Gasing assemblyman Rajiv Rishyakaran said. 

The DAP lawmaker said that currently, telecommunication service providers are charging those who call the TNB 15454 careline a fee. The costs for the calls vary between telcos. 

As part of TNB’s civic duty, the national utility company should absorb the costs of those seeking help and channelling complaints so as not to burden the rakyat.

As for regulating the services, Rajiv said the Energy Commission should intervene and look into the issue.

Rajiv said Telekom Malaysia Bhd (TM), Indah Water Konsortium, Air Selangor and other companies either charge a reasonable rate or provide toll free numbers.

“Some telcos charge 30 sen a minute, there are also those that charge 0.075 sen for 30 seconds, while others have their own charges for calling TNB.

“TNB, a company with billions of ringgit in annual profit, can easily absorb the costs,” he told The Malaysian Insight.

In response, TNB told The Malaysian Insight that its 15454 customer service number is a one-stop platform where customers can report power or streetlight outages.

The energy provider said that all local call rates are applicable when they are made on the landline or mobile line, with the latter based on telco charges for voice calls whereas SMS is free of charge.

“The call charges to 15454 are very minimal and are paid directly to the telcos that customers subscribe to.

“Telcos also imposed charges on calls made to customer service numbers of other service providers.”

TNB said there are other non-chargeable options on social media for customers to lodge reports on outages without incurring a call fee. 

They are TNB’s Facebook page (TNBCareLine) and Twitter account (@Tenaga_Nasional). 

“TNB should absorb the cost,” Rajiv reiterated.

“It can negotiate for a cheaper rate compared to what the telcos are charging the consumers. 

“I would strongly urge it not to change the number (15454) as people are familiar with it.” 

He said that most of the time people call on bill issues and power cuts, but even then they should not be subjected to paying for the calls.

“This issue was highlighted by a resident after receiving charges for calling TNB.

“Some of the calls are also for public service, such as reporting faulty streetlights.”

He believes that the situation can be resolved by TNB and the Energy Commission by providing free calls for customers.

Rajiv said that he has written twice to the Energy Commission, first in March and then on April 1.

“Basically what we are saying is that it is not right to be charging people. We are hoping that 15454 will be a toll-free number.

“It is not difficult, basically it is for TNB to take up the bill. Or the Energy Commission, which is the regulator, could mandate that all energy companies have toll-free numbers.

“We are still hoping for action to be taken. But, to date, we have not received any reply.”

Rajiv also said that nothing is stopping Energy and Natural Resources Minister Takiyuddin Hassan from regulating the energy companies and this aspect of customer service.

“We are also looking to contact TNB on the issue. Especially for the B40, any amount of cost will be felt, for example someone who earns RM900 every ringgit counts.

“Even living in low-cost flats, where the electricity is about RM20 a month, calling TNB to complain if there is no electricity is costly for them.

“If they put you on hold, then it also adds up to the costs. It shouldn’t be.”

He added that mobile plans now give unlimited calls, except for special numbers as TNB 15454 is excluded from this.

Rajiv said that he will escalate this issue up to the Takiyuddin’s office.

“We hope that he (Takiyuddin) or the Energy Commission can address this issue immediately.

“They should acknowledge the issue and commit a timeline to discussing it.

“We will also look into raising these issues in the Dewan Rakyat with any lawmakers who are willing to assist.” – April 10, 2022.