STANDARDPRESTASIPERKHIDMATANTNB

Gua a teed Service

Guaranteed
Se ce Level
e e (GS
(GSL))
Minimum Service Level (MSL)

1.
TUJUAN
9.
KESIMPULAN

8.
8
REBET

2.
2
PENGUATKUASAAN

3.
DEFINASI GSL
MSL

PRESENTATION
OUTLINE

7.
PENCAPAIAN GSL
DAN MSL

6.
PROSES
PEMBAYARAN
REBET

4.
GUARANTEED SERVICE
LEVEL (GSL)

5.
MINIMUM SERVICE
LEVEL (MSL)

TUJUAN
Di dalam lesen TNB, Syarat
y
33 menetapkan
p
keperluan
p
TNB mematuhi Standard Performance of Supply
Services.
Meningkatkan perkhidmatan pengguna TNB dengan
mengambilkira
g
p
perkembangan
g semasa.

PENGUATKUASAAN
Standard p
prestasi ini telah diluluskan oleh Y.B Menteri
Tenaga, Teknologi Hijau dan Air pada 6 Mei 2011.
Penguatkuasaan GSL 3,4 & 5 bermula dari 1 Januari
2012.
Penguatkuasaan GSL 1 & 2, setelah Corporate
Geospatial Information System (CGIS) siap
sepenuhnya.

DEFINASI GSL & MSL

Guaranteed Service Levels (GSL)
tahap prestasi yang ditetapkan oleh
Suruhanjaya Tenaga bagi memastikan
kualiti bekalan elektrik oleh TNB yang
mana sekiranya TNB gagal
mematuhinya, penalti dalam bentuk
rebet akan diberi kepada pengguna.

Standard
Prestasi
Perkhidmatan
Bekalan
Elektrik TNB
Minimum Service Levels (MSL)
tahap prestasi minimum yang
ditetapkan bagi mengukur
kecekapan TNB dalam memberikan
perkhidmatan kepada pengguna.

GSL 1
Service Dimension
Availability
il bili off
Supply
- Frequency of
interruption

Service Indicator

Performance
Level

ti consumer
Domestic
1% of average monthly bill amount or minimum
RM10.00, whichever is higher.

G
GUARANTEED
SERVICE
S
C LEVEL : GSL1*
GS *
Number of unplanned interruptions
experienced by a consumer within
the administration of:

Penalty in the form of rebate

Bandaraya Kuala Lumpur dan

Putrajaya

4 per year

Others areas

5 per year

Commercial consumer
1% of average monthly bill amount, up to a
maximum of RM300.
Industrial consumer
0.5% of average monthly bill amount, up to a
maximum of RM1000.

Notes :
*GSL 1 will take effect after the Corporate Geospatial Information System (CGIS) is completed.
CGIS records data of consumers involved, and the period and frequency of interruptions for each consumer.
Obligations of Licensee
i) In the case of non-compliance to GSL1, the affected consumers may claim for a rebate within the first 2 months of the following
year, whereby the number of interruptions exceed the threshold for that particular year.
ii) A rebate for GSL1 that is to be calculated based on the average monthly bill refers to the average bills of 12 months in that
particular calendar y
p
year,, when the number of interruptions
p
exceed the threshold.
iii) Interruptions referred to in GSL1 are those sustained interruptions for more than 4 hours which are not due to natural disaster or
weather- related incidents.

GSL 2
Service Dimension
Availability of Supply
- Restoration time

Service Indicator
GUARANTEED SERVICE LEVEL :GSL2*
Time taken to restore electricity supply
following outage caused by minor
distribution network fault**.

Performance
Level
3

Hours

Hours

12 Hours

Industrial Consumer
0.5% of monthly bill amount, up to a maximum of RM1000.
(Monthly bill of the particular month where non-compliance
occurs)
For major incidents involving the grid or transmission system,
the decision to impose penalty is dependent on the
outcome of investigation by the Commission.

Time taken
Ti
t k
to
t restore
t
electricity
l t i it supply
l
following major incident on grid or
transmission system except due to natural
disaster, and causing:
Partial Blackout
Total blackout

Domestic Consumer
1% of monthly bill amount or minimum RM10.00, whichever is
higher.
Commercial Consumer
1% of monthly bill amount, up to a maximum of RM300.

Time taken to restore electricity supply

following major incident on distribution
supply network***, except due to natural
disaster or weather -related incident, for:
Medium
i
voltage breakdown ((33, 22 and
11kV) cable system with feedback
Medium voltage breakdown without
alternative feedback (cable, overhead
and substation)

Penalty in the form of rebate

8 hours
18 hours

Notes :
*GSL 2 will take effect after the Corporate Geospatial Information System (CGIS) is completed.
**Minor distribution network fault is defined as fault that can be repaired by the fault finder.
***Major
Major incident on distribution supply network is defined as fault that cannot be repaired by the fault finder
finder.
Obligations of Licensee
i) In the case of non-compliance to GSL2, the affected consumers may claim for a rebate within the next 2 months after the incident.
ii) A rebate for GSL2 is to be calculated based on the monthly bill when the incident occurs.

GSL 3 & 4
Service Dimension

Providing Supply

Service Indicator

Penalty in the form of rebate

Performance
Level

GUARANTEED SERVICE LEVEL : GSL3

Time taken to implement service
connection requiring low voltage
cable installation work after premises
to be supplied is ready to receive
cable, and subject to clearance of
way leave from relevant party(ies)

7 working days
(over-head
line)
21 working
days
(underground
cable)

RM50
Applies only to the last 3 additional poles
nearest to the premises

GURANTEED SERVICE LEVEL : GSL4

Time taken to connect new
electricity supply for individual
domestic low voltage consumer after
deposit is paid (date to be mutually
agreed upon and there is access)

5 working days

RM50

Obligations of Licensee
In the case of non-compliance to GSL3 or GSL4, the affected consumers may claim for a rebate within the next 2 months
after connection of supply.

GSL 5
Penalty in the form of rebate
Service
Dimension
Customer
Contact

Performance
Level

Service Indicator

GUARANTEED
GSL5

SERVICE

LEVEL

Disconnection
of
supply
according to the applicable
legislation
or
disconnection
procedures.

No wrongful
disconnection

RM100

g
of Licensee
Obligations
In the case of non-compliance to GSL5, the affected consumers may claim for a rebate within the next 2 months
after non-compliance occurs.

MSL
Service
Dimension
Availability
y of
Supply

Service Indicator

Performance Level

y
1a. Minimum duration of notice for p
planned/scheduled
/
interruption
p
of 2 days
electricity supply.
1b. Upon request, time taken to provide initial information to consumer who 1 hour
report on electricity interruption.

Quality of
Supply

2a. Time taken to rectify voltage complaint or limit violation.

2 days

2b. Time taken to correct voltage complaint which requires network 6 months
reinforcement.
2c Time taken to complete investigation of over-voltage
2c.
over voltage and voltage dip 30 working days
complaints from complaint receipt date.
3a. Time taken to process electricity supply application and to reply to 14 days
applicant.

Providing Supply

3b. Time taken to implement electrification scheme requiring new substations 4 months
after handing over of substation building (up to 33kV) to TNB.
3c. Waiting time at site for appointment to connect electricity supply. 1 hour
(Unavoidable occurrence must be followed up by returning call in not less
than 1 hour before
f
the appointment
i
time).
i
)
3d. Time taken to inform the developer of the connection charges to be paid 2 months
upon receipt of complete application.

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MSL
Service
Dimension
C
Customer
Contact

Service Indicator

Performance Level

4a. Time taken to reply

p y to written enquiry
q y or complaint.
p

7 working
g days
y

4b. Average queuing time at customer service counter.

20 minutes

4c. Time taken by customer service officer at CMC 15454 to pick up ringing All calls will be attended
telephone.
within 24 hours

Metering
Services

5a. Time taken to attend to meter problem upon official notification/ request 2 working days
by the consumer (appointment, visit, testing, etc).
5b. Time taken to respond to metering problem or dispute upon official 3 working days
notification / request by consumer (replace,
(replace relocate,
relocate etc).
etc)
5c. Time interval between successive rendering of bill(s).

1 month

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ALIRAN PROSES PEMBAYARAN REBET GSL

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Nota : Tuntutan perlu dibuat di Pusat Khidmat Pelanggan TNB

PENCAPAIAN GSL DARI 2011 HINGGA 2013

100.00

98.00

96.00

Peratus (%)

94.00
KPI 2013 /
2014

92.00

90.00

88.00

86.00
KPI 2012

84.00
2011
2012
2013

GSL 1
100.00
100.00
100 00
100.00

GSL 2
95.51
95.79
96 30
96.30

KPI 2012 : Overall Compliance = 85%

KPI 2013 : GSL 3,4 & 5 compliance = 92%
KPI 2014 : GSL 3,4 & 5 compliance = 92%

GSL 3
91.00
92.72
96 01
96.01

GSL 4
91.00
98.87
99 15
99.15

GSL 5
100.00
100.00
100 00
100.00

Overall
94.56
97.48
98 29
98.29

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PENCAPAIAN MSL DARI FY 2009/2010

/
HINGGA 2013
100.00
98.00
96.00
94.00

Peratus (%)
P

92 00
92.00
KPI 2013 /
2014

90.00
88.00
86.00

KPI 2012

84.00
82.00
80.00

MSL 1a
2011 98.46
2012 98.60
2013 98.12
98 12

MSL 1b
99.84
97.53
98 91
98.91

MSL 2a
86.67
95.52
80 63
80.63

MSL 2b
100.00
100.00
100 00
100.00

MSL 2c
100.00
100.00
99 20
99.20

KPI 2012 : Overall Compliance = 85%

KPI 2013 : Overall Compliance = 90%
KPI 2013 : Overall Compliance = 90%

MSL 3a
99.40
99.15
99 03
99.03

MSL 3b
96.84
97.06
96 33
96.33

MSL 3c
100.00
100.00
100 00
100.00

MSL 3d
96.30
95.19
93 50
93.50

MSL 4a
93.43
91.95
99 61
99.61

MSL 4b
93.43
91.95
91 59
91.59

MSL 4c
92.99
93.67
95 11
95.11

MSL 5a
90.15
93.85
96 81
96.81

MSL 5b
94.68
97.54
96 05
96.05

MSL 5c
99.98
99.99
100 00
100.00

Overall
96.53
97.19
96 33
96.33

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REBET YANG TELAH DI BAYAR

2012

2013

Jumlah
Jumlah
Rebat
Jumlah
Jumlah
Rebat
Jumlah
Jumlah
Permohonan Permohonan Diluluskan
Permohonan Permohonan Diluluskan
Permohonan
Permohonan
(RM)
Ditolak
Diluluskan
(RM)
Ditolak
Diluluskan
GSL1

GSL2

GSL3

400

GSL4

100

50

GSL5

100

Overall

11

10

500

150

Nota : Permohonan di tolak adalah kerana tuntutan dibuat melebih tempoh 2 bulan dari tarikh ketidakpatuhan.

15

KESIMPULAN
GSL dan MSL diwujudkan bagi menjaga kepentingan pengguna
dan meningkatkan prestasi TNB.
TNB
Sekiranya ketidakpatuhan berlaku, segera ke Pusat Khidmat
Pelanggan TNB yang terdekat untuk membuat tuntutan.
tuntutan Tuntutan
hanya dibenarkan dalam tempoh 2 bulan selepas tarikh
ketidakpatuhan berlaku.
Standard prestasi perkhidmatan bekalan elektrik boleh di dapati
di dalam laman web ST (www.st.gov.my).

16

Suraiya Nadzrah Bt Ramli

Electricity Supply & Market Regulation Department
Energy Commission, Putrajaya.
03 8870 8584
03 8888 8650
suraiya@st.gov.my

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