Consumers cry foul over tampered meters

Consumers have been receiving shocking electrity bills ever since TNB installed new meters in their premises.

PETALING JAYA: Tenaga Nasional Bhd (TNB) has been conducting a covert operation to boost its profits by first installing new meters in the houses, and then accusing owners of tampering with the gadgets and stealing power, claims a complaints bureau.

Selangor MCA Public Complaints Bureau chief Theng Book alleged that based on complaints received, it seemed that TNB had been conducting a nationwide operation in recent months to “blackmail” their customers by “wrongfully” accusing them of tampering with their meters.

Theng said that more than 40 people in the Klang Valley have complained to him about being billed exorbitant amounts ranging from a few hundreds to RM40,000.

“I believe this is just a way for TNB to increase its profits. This is a wrong operation. These people, who I believe to be innocent, are scapegoats,” he said.

Theng said the bureau had also received similar complaints from Penang, Kuantan, and Negri Sembilan.
He said complaints started pouring in since the beginning of this year.

Many of these complaints, he said, were from owners and residents of low and medium-cost houses and apartments, who have been slapped with bills totalling in the thousands.

According to Theng, the TNB’s operation was flawed because the technicians could not produce proper evidence in all cases.

He said that TNB’s “modus operandi” was to go to houses or commercial shoplots and change the owners’ meters without informing the residents.

After a few months, TNB would send residents a letter saying it has concrete evidence that they have been found to have tampered with their old meters.

The owners would then be asked to pay the owed amount or have their electricity cut within 14 days.
“This amounts to blackmail. TNB should stop such operations and observe the rule of natural justice, which is to give people the chance to defend themselves.

“Proper notices should be sent and proper evidence should be shown,” he said.

Faulty meters

Showing FMT a sample of a letter from one of his complainants, Theng noted that TNB had merely claimed the owner had failed to pay a certain amount but did not state how much electricity had actually been “stolen”.

“The amount seems arbitrary, seemingly plucked out of thin air,” he said, adding that the fault could have been in the meters.

“We have many cases where complainants said that after the meter was changed, their bill was even less than before, so how could they have tampered with both the old and new meters?”

Theng said many of his complainants said they were merely shown some photographs and wires when they insisted on proof, which to him was inadequate.

He said TNB’s replies to his letters on behalf of the complainants also did not explain their case well.
“The burden should be on TNB to prove its allegations against the owners; most of these people are now confused and don’t know what to do.

“Many do not much income but are forced to pay,” he said.
Theng said there were many cases where the complainants were given discounts and told that they could pay by instalments.

Most of those who have complained to Theng have refused to pay, but some, desperate to appease the authorities, had started paying by instalments.

Theng, an MCA legal expert, said that his bureau is offering free legal service to anyone with a similar case who is being sued by TNB.

“I cannot say if all are genuine but if there is a case, then we would help defend as a test case,” he said.


Rigged by TNB insiders

Theng said that one woman from whom TNB had claimed some RM12,000 had recently won her case against the utility company.

“We’ve been informed that there are some people who are well versed in TNB operations and are offering their services to tamper with meters.

“TNB should go after them. We suspect that they may even be TNB insiders. It’s TNB’s problem, don’t pass the problem back to the consumer,” said Theng.

FMT was furnished with a list of some 40 complainants.

One  victim, LP Chong, 38, claimed that her 81-year-old auntie was slapped with a whooping RM35,410.31 bill after being accused of tampering with the meter in her shoplot in Pandan Perdana, Kuala Lumpur.

“We were shocked when we received the letter in February asking us to pay some RM35,000 within 14 days,” said Chong, a marketing manager, who helped her auntie resolve the issue as she was hospitalised.
The shoplot was rented out to a hair saloon operator.

“So I met TNB to discuss in March and they told me they changed the meter last October and found that we have been stealing electricity.

“They were very rude. They told me I must pay or go to court. They also said there was no way we could win in court,” said Chong, who was offered a 10% discount and to pay by instalment.

“But we could not pay such an amount. I asked if they had proof and they showed me some wires and a file but I did not understand those technical words.

“But they did promise me verbally that they won’t cut my electricity supply until my case goes to court,” she said.

Shocking amounts

However, on March 26, TNB sent a letter saying that electricity would be cut within 24 hours.
“They came, but I stopped them… after much discussion, my tenant begged and they allowed the electricity to continue,” she said.

“My tenants are paying about RM400 a month for electricity; how could it have come up to such an amount?

“My auntie would not have allowed such things. This is very unfair. I hope that more people would be aware of what’s happening,” said Chong.

Another complainant, Lai Weng Hing, a 45-year-old mechanic from an apartment in Winner Heights, Taman Desa Petaling, said he was perplexed when TNB sent him a bill of RM19,024.33 for tampering with the meter.

“But this is impossible. I have only two air-conditioners in my house of four people. We don’t use much electricity. My bill is usually RM90 to RM100 a month. Why do I want to tamper with the meter?” he said.

What’s stranger is that after TNB changed his old meter, supposedly to check for tamperings, the new meter found that bills were even cheaper (between RM80 and RM90).

It is learnt that TNB will be meeting with the complaints bureau on Monday. It is also believed that MCA is scheduling a meeting with Energy, Green Technology and Water Minister Peter Chin Fah Kui over the matter this month.