COVER STORY CareLine through TNB customers Assisting VOL :2/12 LUNCHEON WITH SELANGOR LUNCHEON WITH FAQs ONFEED-iN TARIFF (FiT) NOT JUSTFORELEPHANTS! &SELANGOR SOMEWHERE TOTURNTO: ASSISTING CUSTOMERS RANGKAIAN HOTELSERI POTENTIAL RENEWABLE POTENTIAL RENEWABLE SECTION II–FAQs FOR PUBLIC COMPLAINTS ENERGY DEVELOPERS SDNBHD PRIME CUSTOMERS GRAND MILLENNIUM GRAND MILLENNIUM PROGRAMME WITH KDN :PP8515/01/2013(031995) CUSTOMERS IN KUALA LUMPUR THROUGH TNB PG 10-12 CARELINE PG 15-16 PG 17-19 PG 8-11 BUREAU PG 3-7 PG 14 PG 13

SPECIAL SECTION CARE PROGRAMME OPERATIONS PROFILE COVER STORY TENAGA LINK VOL 2 / 12 EDITOR’S NOTE 2 EDITOR’S NOTE Nothing annoys a customer more than going to a service provider’s office and queuing up for long periods of time to sort out a problem. Or to hang on to the telephone listening to music, waiting to speak to someone. ADVISOR All this changed when Tenaga Nasional Berhad introduced CareLine • Datuk Ir. Baharin Din 16 years ago. It started out as a fledgling call centre manned during office hours, but has progressed to four Call Management EDITOR Centres (CMC) located in the centre, north, south and east coasts of • Ir. Nirinder Singh Johl . Assistant EDITORS Operating 24/7, TNB CareLine deals with issues ranging from • Ir. S. Parameswaran reporting supply interruption, to faulty street lights, and billing • Nik Najihah Nik Ahmad enquiry. In the current fast pace environment, TNB CareLine has • Zahirah Long also set up easily accessible information provided via Twitter and Facebook. Editorial ADVISORS • Dato’ Roslan Ab Rahman We also asked consumers who have used TNB CareLine services, • Syed Hidzam Osman their opinions on what they believed to be good (or bad!) about such services. Speaking of services, if consumers are unhappy with any CONTRIBUTORS service providers, they can always refer to the Public Complaints • Office of the Director General of Public Bureau. The Bureau is set up as an independent resource to help Complaint Bureau consumers deal with unsatisfactory service. We take a look at how • Editorial of Tenagawan, Corporate Affairs TNB shares with BPA bringing up-to-date communications with the Division, TNB public. • Corporate Communications Department, Corporate Affairs Division, TNB In our Profile section, we visit a part of Malaysia, the Belum- • Public Relations & Media Unit, Customer Service & Temenggor Valley that has hidden treasure. This rainforest has more Marketing Department, Distribution Division, TNB than just monkeys, snakes and such-like, but not many people know that it hides a Mini-Hydro Electric station, capable of lighting up Letters To The Editor three kampungs. It’s good to know that behind the scenes, Tenaga We welcome comments regarding the contents Nasional is paddling hard! of Tenaga Link. Letters must include your name, address and telephone contact number. All letters to We hope you enjoy this edition of the Editor should be addressed to: Tenaga Link. Tenaga Link Manager (Public Relations & Publicity), Distribution Division, Level 17, Wisma TNB, No. 19, Jalan Timur, 46200 Petaling Jaya, Selangor Darul Ehsan or email to [email protected]

TENAGA LINK, the newsletter (KDN: PP8515/01/2013)(031995) is produced for Tenaga Nasional Berhad (386965-A), 129, Jalan Bangsar, 59200 Kuala Lumpur, by Penumbra Communications (M) Sdn Bhd­ (403881M), Menara Mutiara Bangsar, suite 8-10-11, 8 jalan Liku, Bangsar, 59100 Kuala Lum- pur, Malaysia and printed by Dolphin Press International Sdn Bhd. No. 1, Jalan 13/118 B, Desa Tun Razak, Cheras 56000 Kuala Lumpur, Malaysia. All rights reserved. No part of this publication may be produced or stored in a retrieval system, or transmitted in any from or any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of TNB Distribution Division. TENAGA LINK VOL 2 / 12 COVER STORY 3

Assisting Customers Through TNB CareLine 1996 saw the establishment of a call centre As part of TNB CareLine, One Stop Engagement (Call Management Centre) for Tenaga Centre (OSEC) was established in May 2010. Nasional Berhad (TNB) to try to reduce the The new helpline went 24/7 from February this backlog of customer queries and complaints. year for customers who wish to make enquiries From the original 13 centres opened, there about their bills and electricity accounts. are now four consolidated locations to take Currently, there are 150 trained customer calls from customers with problems ranging service agents answering and resolving all from domestic electricity supply to faulty types of account queries. street lighting. An easy-to-remember number – 15454 was set up for direct dialing from It is natural that some complaints may not be landlines. Today, customers can call that dealt with as efficiently or effectively as the number from landlines, or via text from cell customer desires. When this occurs, the public phones to report any problems they may have is not left dissatisfied, but is able to seek help by using a simple step-by-step instruction. elsewhere. The Public Complaints Bureau is an independent resource commissioned by In 2005 the four locations - CMC Metro in Parliamentary legislation to help move customer Petaling Jaya; CMC North in ; CMC complaints along to a higher level. The Bureau, South in Johore Bahru; and CMC East in or Biro Pengaduan Awam (BPA), is a non- Kuantan were set up to deal with Malaysia’s biased agency that receives and acts upon growing population. With more than seven complaints about companies, agencies, or and a half million customers and 28,000 government departments. It will make its own employees, TNB have had to streamline enquiries, liaising with the agency concerned their operations to cope with the demand and return its findings to the complainant. It for customer services to ensure the right is heartening to know that BPA (see article on assistance is provided at all times. CMCs are Public Complaints Bureau in this issue) are opened 24/7 with 235 operators. happy with how TNB conducts itself providing a comprehensive service to its customers via TNB CareLine. 4 COVER STORY TENAGA LINKVOL2/12 utmr cn lo mi te opn with company their queriesorcomplaints. the email also can Customers 3. • • • To report onafaultystreet lighting • • • registered your at premise oratanotherlocation outage power a report To • • • Registration To submit a report, just follow the 3 simple steps. phone mobile Maxis and subscribers. Digi Celcom, available for is service The landline. by or cell streetlights either faulty and breakdowns report to customers enables Service SMS 15454 The 2. fax withdetails. a sending by or telephone, by still is complaints The conventional method of making enquiries or 1. with TNBCareLine: touch in getting of ways five are following The Email: [email protected] Follow thesimpleinstructions Send to15454 Type L Follow thesimpleinstructions Send to15454 Type BD Follow thesimpleinstructions Send to15454 Type REGorDFTR Telephone /SMS1-5454 Telephone orFax:1300-88-5454 5. Facebook: chat. 700-1000 monthly users accessing this 24/7 live between been has There Australia. as away far make can up by users, some from Singapore registers and others as who thumbs the given been Webchathas comment. anyone It which to services. customer provides aninstantmeans ofcommunication TNB solicit and from issues response discuss to customers for forum a as 2011 July in launched Webchatwas 4. efficient. and prompt fast, very is response the CareLine TNB with speak we call when and consumers complain to and us issues outage are there when TNB With waiting. time Weof lot a waste withdrawals. for this from learn can banks even or JPJ, from out grants car get out, people titles land get to let names, change to shouldn’t just hours for They queue same. consider the should doing agencies other most think I and easy things CareLinemade TNB know! you stress no There’s minutes. 10 than less took it and name my to account electricity my transfer Taipingin to was I as experience personal from this know I services. customer their greatly improved have TNB that found have I CareLine. the services and products being offered by TNB know to get we that, of because and TNB with complaints these on directly deal then TNB. will We with do to anything interruption, supply national customer complaints. Billing, electricity Of years. throughissues or our complaints get we course three last the for successful been quite has Campaign Switch the them, of One Yes. We do some projects with Tenaga Nasional. CareLine? TenagaLink: Haveyoueverheard ofTNB PRESIDENT, FOMCA DATUK NADASONMARIMUTHU with TNBCareLine. dealing in were experiences their what people few a asked we so feedback, rated customer without be can centre call service customer No is there and Electricity information aboutelectricitytariffs andrates. Handbook the Application access Supply also on. can going what’s Customers on information up-to-date on uploads also TNB promotions. and special downs, offering breakdowns shut during management scheduled supply about posting for notices tool useful a been has Facebook

Webchat: www.tnb.com.my www.facebook.com.my/tnbcareline ae srie hre ad r al t lv by live to able are and charter service a have They improved. have they think I technologies, new board on taking CareLine TNB at Looking standards? you haveanysuggestions forimproving its TNB CareLine meetyourexpectations or do personally as a private consumer, does In your view as the FOMCA President and much with highlevelsofservicetopayalittlemore. so mind don’t People important. That’s is provision good. is public the with relationship and prompt service improved, have Customer services better. the for changed have things Tenaga,over many took he since know I Khalib. Che Sri Dato’ to credit give should We good. top is the at management when true is This particularly arise. they when with deal can we that issues are There communications. in especially tremendous been have years six or five last The years. the over improved has service The Yah! Do youfindthattheserviceisgoodenough? doing that,theconsumersdidn’t getangry. by So returns. power before take how it would and long was trigger called, the what we explained TNB and interruption supply electricity an there’s when that know we hours least at for days or Not good. the quite was So time Taman. response whole the around provide generators to enough Klang. prompt are in TNB off course Of cut was electricity my suddenly when back years few a exams my for studying was I 15454, before CareLine, TNB before Well found thatTNBCareLine workingwell? Can yourelate anyinstanceswhere you o’ hv t fe te ic b increased by pinch the feel electricity bills. to have don’t Make sure company.that costs caring are moremanaged so a consumers be would TNB hope I Any lastwords forTNB? settle forme.Cukup!” you complaint, my register you call, “I of case a electricity,there’sit’sno If houses. their to gets electricity it. how know fix to down, want don’t is Consumers system the If off. switched or on switched is electricity – simple quite is It it. in communications.” tremendous especially six yearshavebeen years. Thelastfiveor improved overthe “ Theservicehas TENAGA LINKVOL2/12

5 COVER STORY 6 COVER STORY TENAGA LINKVOL2/12 ih y eaie ad red lvn hr in here living friends and relatives my with Ya, my experience was very good. I have spoken CareLine hasbeengood? So personallyyourexperiencewithTNB 24 day. hours. a within experience personal my With take action? On average, how long does it take for them to went it quite smoothly. and quickly very responded they ago, time long a was It back. me call would they said Yes I have. And the person who answered the call personal matter? Have youeverhad to callTNBCareLine for a action veryfast.Very happyactually. was really very easy it to get through and they take calls the make we when that found We lot. learnt a really we there From centre. call to its visit members Committee our for arranged TNB ago, Sometime 15454. to us to introduced they later And face. residents that problems certain resolve to how on office TNB the the contacted we So that. have Initially like TNB. with contact in be to has Persatuan they problems that and complaining breakdowns always are residentswho have we because side amenities the on TNB with contact in always are we Actually TNB CareLine? Can youtellushowcametoknowabout RESIDENTS ASSOCIATION. PRESIDENT OFBUKITBANDARAYA TUNKU ZAHIYAH TUNKUSULONG face. ” face. ” someone face-to- offices tospeak to to queueupatthe rather thanhaving they willuseitmore service from TNB know there isafast they are busy. Ifthey “ Peoplealwayssay Maybe somepeoplestillwanttodothat. face-to-face. someone to speak to offices the at up queue to having than rather more it use know there is a fast service from TNB they will they If busy.are they say always Yes!People more advertisingonthis? So you’re suggestingthatweshoulddo the servicesprovided. about campaign advertising more Perhaps to. areaction is taken and their concerns listened prompt that happy are People improved. be can services CareLine else how know don’t I in thefuture? be theimprovement to meetexpectations improved with this CareLine? What would Is there anythingthat you thinkcanbe are good. services the say they and 15454 call to happy Most of the Bangsar residents I talk to are now the bills,orradio,television,newspapers? to people about your CareLine, or advertise on messages text can you Maybe enough. wide not is advertising your think I 15454. of heard they always me call the TNB told offices. They had have not They centre. call this of aware not perhaps know,or not do still people of lot a think I but prompt and good is service The Can youcommentontheir level ofservice? Bangsar andtheytoofinditeasy. CareLine, have youhadanygood personal When youdealt with,spokeorcalled thisTNB immediate. so communication make that days these services Wifi with especially relevant very on is go It or Facebook. tweet, not, or it like we whether us, of Many available. are that tools media latest the of use make to customers the for beneficial only is It Yes there have been leaps and bounds in progress. that there’s beenconsiderablemovement. From 10yearsagountilnow, youare saying mustcongratulate I and Tenaga formakingthatveryproactive move. concern, are benefits consumer’sthe as far as progressive and relevant Facebook out very actually is This tool. communication a as link rolled have they that is latest the understand I and 1-300-88-5454 to services the expanded have they now that happy very I’m and customer the for useful very been has it So light. hours someone would come around and repair the referencepole the number. 48 to 24 within Usually light street a there’s or malfunction whereby I can just text in and indicate house my to disruption supply a of there’s when of use make always I that with method the that’s Now 15454. liaising to introduced been was has I ago years 10 roleand management senior TNB my me, for Lucky and theSMSaccessthatTNBprovide? How didyoucometoknowaboutTNBCareLine ASSOCIATION MALAYSIA (REHDA). REAL ESTATE ANDHOUSINGDEVELOPERS INTERVIEW WITHDATO’ RICQUELIEW use 15454more. to try should really we So complain. to how even or to complain to who or go to where know don’t Yes. One or two. Some people will tell me that they to goinpersonallyspeakwithsomeone? You are suggesting that peoplewouldstill want and provide 24/7 services. customers their with in engage to TNB’sfootsteps follow will companies utility other that hope a commercial and corporate point of view. I just from service level high such provide to able are It is possible that because it’s privatised that they their customers take for granted. TNB really is customer-friendly. them of some and companies really I’m far very happy. I have been dealing with so other utility And Tenaga. at friends my to and check basically to monitor the responses time so that I can some give feedback for of services 15454 the using been have I frank, be To Is there anythingelseyouwouldliketoadd? focus. customer standardstheir the and with happy I’m life, everyday of essentials key the of one being as I need assistance and it is there for me. Utilities fine. I don’t need to know much else, for as long services theyprovide formeisenoughandjust view.of point The consumers the taking only I’m services. customer Wellin specialist arethe they any area thattheycanimprove? In yourpersonalopinion,doyouthinkthere’s were prompt and veryprofessional. They disruption. the fix to ofmy house address the reconfirm to or lights street reconfirm to the of location the just was text, where like – information back I call after they Even immediately responsive. service so customer are The agents all. at problem No No! night? What aboutanyexperiencesofcallinglateat most the been has progressive byfar. TNB I’mspeakingasaconsumer. utility think the all I Of companies, complaints. no have I far So experiences? TENAGA LINKVOL2/12

7 COVER STORY 8 PROFILE TENAGA LINKVOL2/12 streetlights and outages. faulty on public the from TNB’s15454 CareLine to 15888, BPA’stexted reports of to hundreds the to SMS compared as in sent were seven only Surprisingly, complaint. the of nature the detail communication in down write of to opportunity method ample with simplest the is It 13,000 website. than the via more were 6,000 nearly of complaints, year, Last through. go with pleased complaints the of most BPAwhere the website, particularly is He time. the over technology in advancement much seen has and Dato’ Tam has been in the role as DG since 2008, complaints withtheirownCareLine services. customer with dealing in front the from leading BPA, other, particularly from Tenaga each of Nasional who has been from learn General can agencies how Director and Wah, Weng Tam Dato’ with spoke and resposibilities and roles BPA’s about more out find to went TenagaLink nor actuallyredress mistakes. makes also although it required, BPAcannot force where these recommendations, The change for recommendations complaints. expectations their public’s the of manage they how and authorities, local and private agencies businesses, departments, government various to the complaints of sources the at looks Bureau This consumers. to delivery with service deals on that issues 1971 in started BPA) - Awam Pengaduan (Biro called Bureau Complaints Public authority the similar a is there Malaysia, In after theinterests ofthecomplainant. Parliamentary by legislation to independently investigate and look by headed appointed usually Ombudsman, is an bureau This provider. service their or agency particular a about complaints bring can corporations as well as public general the where government the by provided bureaua have aroundworld countries the Many Minister’s Prime the Department under Complaints Public Bureau of General Director Interview withDato’DrTam Weng Wah BUREAU COMPLAINTS TURN TO:PUBLIC SOMEWHERE TO are given a five-day cycle to respond tothe to respond cycle five-day a given departments are or agencies internally, that says He and 2009. in dateline feedback 15-day the introduced timely he realistic provide to but waiting, consumers keep to need no was there technology, modern of age said this he In long. turnaround the TamDato’ which days, 41 was time past, too was felt the to In toresponding complainant. the of problem, sight timeframe first from turnaround 15-day a a finding with into solution looks Bureau the when is This a hospital. or school, a with issue it’san if level, district to even or state, ministry, at complaint a resolve to done been had what example, For first-tier. to find out what information was provided at the first department that with deal will it complaint, of level second-tier the is BPA As office concerned. or agency the procedure to directly go to operating is (SOP) standard Bureau’s the received, is complaint a Once post. via letters BPAreports,and many lodge with to deals also Lumpur,Kuala in one and Sabah) and Sarawak personally to any of the ten state in call still People officeslimited. is space text (including as SMS an in done be cannot this and describe, to lot a Tamhave Dato’ people because is this believes to thecomplainant.” sight ofproblem, toresponding turnaround timeframefrom first a solutionwith15-day “ TheBureau looksintofinding ehd lmnts h ne fr tlt readers to enteratenantedproperty utility incasesofdispute for need the eliminates method owners This billing. house online with usage and track to able are out tenanted is property where helpful especially is This made. be can billing accurate so continues cycle the month, thus and fourth the on reading the takes meter reader TNB a then months, three for readings reading where the consumer self-meter provides their for online actual an usually provides TNB services, over-billing. Several utility of billing online. to incorrect regards in are BPA readings by received complaints meter electricity providing of example TNB’s follow companies billing process. Dato’ Tam would like TNB to see morethe is cites he expertise of area other The emulate theTNBsystem. to them recommends he calls, answering with problems have the to found of are hotlines any ministries’ if that says Tam Dato’ waiting. up fed gets customer the and up picking someone without rings or busy is line the agencies most with that says He soon. with dealt be will and escalated being is call their know they customers’ as anger abate to helps message recorded the that thinks He was. he caller him number informed what message recorded a busy, also was has line the TNB and called he When positive. very with been experience personal His employees. TNB of levels all from commitment and service to getimmediateresponses andthisisthesame Nirinder Ir. or directly Division Affairs Corporate from Rahman Ismail Haji with touch Tamin gets he If say. Dato’ to services, TNB about complaint things a receives good CareLine, but nothing TNB has he about complaints Regarding to thepublic. BPAfrom promise response 15-day the to to keep defined clearly is this and queries Bureau’s After all,ahappy customerisaloyalcustomer. looked after. being are rights their that know who customers their quality air the of servicesfrom providers tosecure happy improve to only conduit can This right grievances. the given is and public companies other general the that ensures and to follow to agencies example good a is services The user-friendly providing high. to commitment standards keep to knowledge their share can BPA,they faced with and population the by to problems solutions finding of means innovative with resolutions.way the leads TNB finding role, believes He and administrative complaints an handling undertaking just not TamDato’ BPAbelieves change, for catalyst a is energy and developingrenewable energy sources. sustainable tackle supply.researching,constantly is TNB analysing to world organisations and departments government different the with planning strategic started has Malaysia and companies utility on policies green impose now countries Many implications. long-term aware of more become people as company use that to inclined be not may consumers then it, supporting not are companies utility if that says Tam Dato’ generations. stay future to the here safeguard to is it but trend, a Going just life. not is green suburban daily for Basic necessities are alternatives. electricity,water, at gas, as such provisions utility looking BPA TNB, constantly like itself, is energy to regards With services needtobemarketedbetter. these but population the reaching of TNB form a to as similar multi-media use utility to other companies and agencies government inform to hard tries He WebChat. or Facebook TNB of existence the of know not do who this people many that feel resume. not information would is promoted extensively as he knows does supply Tam Dato’ when However, and are disruptions there what know to able are Facebook, consumers TNB With services. its media publicise social to with up keeping and of customers needs changing to adapting technology, of forefront the in is TNB that happy Tamis Dato’ final notice! a for pink like payments, late to attention bring to paper the coloured likes different He using of pay.idea to willing are and use they both meters read and receive bills to know how much doing have to one like still people that thinks He sharereadings! could companies the readers, meter electricity and water separating of Instead workforce. even and could facilities share companies utility suggested Tam Dato’ between theownerandtenant. TENAGA LINKVOL2/12

9 PROFILE 10 OPERATIONS TENAGA LINKVOL2/12 TNB’s contributionto renewable energy. in interest keen a has government the naturally and assets of worth billion 69.8 MYR with Asia Southeast in company power largest the also largest electricity utility company in Malaysia and bringing electricity to the rural areas. in TNB is the TNB by made advances the himself for see . Haji Badaruddin had wanted to on TNB by operated generator standby the on switch to was who Mahyudin, Badaruddin Haji Ministry of Energy, Green Technology and Water, We accompanied the Deputy Secretary General, source. renewable this from electricity generating into go that effortsBerhad’s Tenaga Nasional hand, one of these islands that we visited and saw first that valley when the dam was flooded and it is to has Temenggor many Lake islands, formed naturally from the Terengganu,peaks of in Lake after largest second country’s The hydroelectric powerforMalaysians. generating Dam Temenggor the through water pour of tons from million that is lake man-made It Temenggor.this Lake – source energy natural powerful a to also and Malaysia in found hornbills of species ten all to home is Malaysia, midway of Peninsular of coasts west and east the between north rainforests year-old The Belum - Temenggor Valley, dense 130-million- Not justforElephants! rdtoal nmdc rn Al tie, the tribes, the Asli of Two Orang areas.” nomadic suburban traditionally in in whether or city attention the equal given be should Everybody speak. to so dark, the in one no and unturned stone no leave to determined are We Government. the by viewed is this crucial how just of example clear a is today’sexercise this, as such areas remote to electricity bringing in morelittle a take may it although “… said, effort to He site. on already Malaysians infrastructure with areas up all for receive electricity, in not just need for those living in built lead the the addressing took Mahyudin Badaruddin Haji Marketing, Perak. and Services Customer Razali, Manager, Bin Nordin Ir. and, Bhd; Energy Sdn Services TNB Director, Managing Latiff, Abdul Management, Corporate Affairs Division; Shahrir Ismail Hj Abdul Rahman, Regulatory Relations & (Perak), Manager, General State Ishak, Wan B. WanHaji Kamizi Division; Distribution 2) Region (Operations Manager General Senior Rahman, Ab Roslan Dato’ including industry of stalwarts several comprised Temenggor the Lake on to island travelled who delegation thirty-strong hour The Island. Banding from away Hydro-electricdrive an half a and about Mini – Chempias a be Sungai of at to Station tour then a was by substation followed the to visit The TENAGA LINK VOL 2 / 12

Jahai and the Temiar, many of whom now live in settlements around the lake and earn a living by fishing, cultivating and providing boat services to tourists, are enjoying the benefits of electricity brought to them.

Dato’ Roslan Ab Rahman elaborated on TNB’s role in moving the government’s mandate forward, “It’s not just our job, it’s also our social obligation to ensure the needs of communities in rural areas do not lag behind. And with OPERATIONS regard to today’s event, TNB is going in as far as to ensure the local community receives uninterrupted supply of electricity without having 11 to pay a premium rate despite its distance from our power plants. On top of that, the substation that is about to be commissioned will serve as an efficient back-up in the event of an unplanned outage. This substation can be up and running within the hour of such an occurrence.” Banding standby generator provides an alternative source should the mainline power supply fail or if there is a fault. Where it used to take five to six hours before alternate supply could be provided, this generator could be fired up quickly with minimal disruption.

Dato’ Roslan also believes that TNB is doing an important job in bringing socio-economic wealth “ The plant at Sungai to the area because of eco-tourism, hiking, fishing and boating activities for Malaysians as Chempias uses a Nikki well as foreigners. The number of hotels and Turbine and Generator that motels coming up in the area require electricity to sustain or increase these numbers of visitors. was installed in 1979 and is It is no small feat to bring power to the forests of the Belum Valley. The main office for TNB is in capable of generating up to and it takes a while for TNB employees to travel the distance from Gerik to the substation 120 kW of energy, ” to resolve a problem or breakdown. Supplies and equipment also need to be transported by that kept the elephants out. TNB is conscious road, by ferry, and carried uphill. The cables that any building works must be empathetically from grid to grid (averaging 20km between each) carried out with the protection of the hornbills, are laid underground in pipes, along the forest elephants and deer, etc in mind. In addition to outline, along the main roads and sometimes humidity, there are also snakes, monkeys and where necessary, along elephant paths! other creatures of the forest to contend with.

The Sungai Chempias Mini Hydro-electric station As part of TNB’s nature of operations, the was one such stamping ground for the local herd Company takes great interest in its environment. of elephants. It was a test of innovation from the TNB embraces the notion that any project or workers to prevent mishaps at the site. development undertaken by the Company must blend and not be in conflict with the environment Around 20 elephants were often seen crossing the it operates in and takes pride in its corporate confines of the substation compound en route to responsibility in ensuring that its projects comply the nearby river. That path was widened to make with the strictest world environment standard. it more accessible but there were occasions where a strayed elephant caused damage. As far as renewable energy resources here is Thankfully no one has been injured with these concerned, TNBES MD, Shahrir Abdul Latiff curious mammals, but chain and then electric says, “TNB Energy Services is also active in fences that were put up were simply knocked these areas. Ensuring the conservation of the down. A perimeter wall was eventually built environment should not just be a practice for city 12 OPERATIONS TENAGA LINKVOL2/12 active in these areas. Ensuring active intheseareas. Ensuring “ TNB Energy Services is also “ TNBEnergy Servicesisalso be a practice for city folk, we be apracticeforcityfolk,we environment should not just environment shouldnotjust is hydro-electric and the remaining 84% thermal. power Malaysia’selectrical of Statistically,16% in similarlydifficultlandscape. into bringing electricity where it is needed, often turbine. A lot of planning and management goes onthe topography tothegenerator thatturns area works its way in pipes laid down in this hilly catchment the from water minutes The hour. an 15 half fromto anything take may route, walk the the with familiarity their on Depending ground. stony the of because motorcycles even catchment the maintain equipment. and It the is impossible for check vehicular access, to to week a twice ground area rocky kilometre over one to walk uphill sites to easier have the still of staff access, one is this that Given to increase therenewable energy percentage. TNB’s of part contribution as to realising the stations, government initiative hydro other the of 15 least at of rehabilitation the recommending is TNB Shahrir. said terrain,” stations’ other to NKVE the of equivalent ValleyKlang (New Expressway) comparedwhen the is this say, even Youcould site. this as accessible easily as not of this, to which 19 are still in similar operation. “Most of them are stations hydro other 36 are On the tour of Chempias, we were told that there folk, weare alsoactivehere.” the conservation of the the conservationof are alsoactivehere. ” o h edaor o TB o ih u homes up light throughout Malaysia. to TNB of endeavours the to Valley with its many hidden gems the Belum-Temenggorand a gateway of location magnificent a such at is East-WestIt 1977. in ended that area the the in of construction highway and also for the communist insurgency died the who during those This commemorates (JKR). Works monument 1982 Public Malaysian in the erected by we monument the Bridge, by Temenggor stopped the along travelling five Lumpur Kuala the to back for journey hour half Island a and Banding departed we As sustainable sound renewable energy sources. considering ecologically continually are alternative tanks think and involved all by seriously taken is bio-diversity of conservation The Parks. of National Department and the Wildlife with primarily and name few), to a Industry, Primary Environment; Technology and Science, ministries Transport; governmental (Agriculture; various and the academia, NGOs with, of members plans Department, Forestry strategic long-term makes and works, also TNB Lake Temenggor the by Malaysians. to regardApart from the energy energy harnessing provided providing practical in issues and to consistent to other adheres organisation many each that with ensure tandem to stakeholders in works TNB but company, the from effort singular just not is It for 32 years with minimal disruption and repairs. environmental electricity generating been has an it view, of point From months. three every once two, or day a takes which maintenance, low requiring and age its despite reliable, most the of one be to Chempias at plant power this consider staff TNB needs. household basic for supply three kampungs, providing electrical use to enough is 30kW perspective, Tointo this put energy.of kW 80 generating at currentlyset but energy,of kW 120 to up generating of capable is and 1979 in installed was that Generator and TurbineNikki a uses Chempias Sungai at plant The rainfall. from abundance an has Malaysia which of water-driven, is power Hydro-electric and supply. impact of production, transportation, conversion minimising to given be to has consideration but is not just the ability to tap into these resources, renewable and non-renewal energy resources. It to gas and oil on dependence from diversifying the Malaysian government has been looking into schemes. With such natural resources hydroelectric available, major three and stations thermal six through capacity industry total the of 55% about contributes TNB Malaysia, Peninsular In hh lm Te ucen a as highlighted also with a talk on was Green Energy delivered by luncheon Sansubari The Alam. good Shah the enhance TNB Selangor to held a luncheon at Grand Blue as Wave, customers, PRIME and TNB well between relationship as honour To CUSTOMERS LUNCHEON WITH SELANGORPRIME immediately. solved be can TNB to related issue any ensure to order in better customers PRIME know to get platform to Managers Branch and Managers as Area all for acts also occasion This supply. power of interruption avoid to order in premises their around vandalism of elements are there if He also reminded customers to keep TNB informed the area. State Selangor uninterrupted supply to the PRIME customers in The the upkeep to promised also group. Manager General this excellent to provide to service continues TNB and TNB for biggest the contributed who consumers the among are Selangor in Customers PRIME that General State Ghani, Abdul Manager (Selangor). In his speech he mentioned b Basir Abdul @ Abdullah Datuk by officiated ceremonywas The Technician Expert(PowerQuality&EE). Faisal, Fuad Dr.Mohamed by delivered Quality Power on talk another and Technology) Green & Energy (Renewable Manager Senior Mud, Che TENAGA LINKVOL2/12 13 OPERATIONS TENAGA LINK VOL 2 / 12

PROGRAMME WITH CUSTOMERS AT TERENGGANU & SELANGOR OPERATIONS 14

Petaling Jaya – A one day programme with this programme. TNB Petaling Jaya’s initiatives customers in Selangor is planned to be held include meeting customers at all premises in in 12 locations throughout the state. As a The Curve through conducting a survey on TNB kick-start, TNB Petaling Jaya recently took the services as well as listening to problems and initiative to organise the One Day Programme difficulties faced by its customers. With Customers at The Curve, Petaling Jaya. Kerteh - TNB Terengganu management led Staff of Customer Service & Marketing TNB by Haji Md. Yuslan Md. Yusof, State General Petaling Jaya and representatives from the Manager (Terengganu) recently conducted a state were also present to give full support to PRIME visit to MOX Linde Gas Malaysia Sdn Bhd, located in the Kerteh Industrial Zone.

The delegation also visited Universiti Teknologi MARA, Dungun branch, who is also a TNB PRIME Customer. Haji Omar Rahman, Manager Customer Service and Marketing Terengganu, also joined the delegation’s visit to this campus.

Also present in the visits to both PRIME customers were representatives from Management Office from the districts of Kemaman, Kertih and Dungun as well as executives from Customer Service & Marketing Unit from Terengganu. h Htl a al h esnil etrs and features essential the all has Hotel the packages, meetings priced competitively and service personalised of level its high for consistently Reputed guests. to access convenient provides Lumpur Kuala of heart the in location prime Its persons. 100-200 between meetings size medium to small from venue meeting ideal an offers Lumpur Kuala Millennium Grand The and Spa services for those wish to Centreunwind and relax. Fitness a with along boardrooms, and workstations private with Centre the Business include stay guests’ our complement that features Other travellers. business of needs anticipate the that services business-friendly and privileges special Internet broadband our and available, are floors business and added Non-smoking the seek. guests many provide that practicality and that quality suites and homely warmth, 468 of feeling familiar comfortable a exude The that rooms travellers. leisure and business both for situated ideally is Hotel The Kuala of Lumpur. district shopping and entertainment in the heart of the downtown business, financial, located well is It market. global the in brand the Malaysia’s to recognition further brings also hotels premier of one hotel’s as The reputation region. longstanding Asia-Pacific the in brand Millennium Grand the by renowned quality to and commitment our standards hospitality of levels highest the confirms bring this truly as a Group is Lumpur valuable addition to the Millennium & Copthorne Kuala Millennium Grand GRAND MILLENNIUM KUALA LUMPUR GRAND MILLENNIUMKUALALUMPUR Email :[email protected] Fax No+603 2142 1441 Tel No+60321174888 Malaysia 55100 KualaLumpur 160 JalanBukitBintang GRAND MILLENNIUMKUALALUMPUR worldwide hotels 120 ranges from three tofivestarproperties. than more of a portfolio with countries 19 in cities gateway major in operates Singapore, Group Leong Hong the part of and (CDL) Limited Developments City of London-listed M&C Hotels plc, a 53% subsidiary About Millennium&Copthorne Business Hotel. Best for Award Review Technology Business and Lounge Club Executive Best for Service for AwardPlatinum Asia Hospitality the Excellence, Award Platinum Asia the Hospitality including awards, of international recipient numerous also is Lumpur the Kuala Millennium of heart shopping prestigiousand entertainment districts, the Grand city’s the capital the Triangle, in Golden located Strategically cocktails. offering a selection of tapas as well as signature and celebrity DJs, a bands dance floor, and a superb menu top by entertainment spectacular happening most party venue Pulse, in Kuala dishes. Lumpur, specialty featured cuisine home-style Cantonese and noodle authentic and offers Zing restaurant bar, Chinese hotel’s The as premium spirits. well as sandwiches, and salads gourmet teas, single-bean coffees, liqueur coffees, high-grade exquisite serving Bintang, Bukit of streets the from access direct with lounge lobby and café Mediterranean family-dining and cuisines with open kitchens. all-day Bistro 160 is a Asian cosy Kuala an served in restaurant, Mill, trends new The set Lumpur. to poised outlets entertainment and dining vibrant four featured Meanwhile, The Grand Millennium Kuala Lumpur established an from expect business classhotel. to come have attendees and organizers both that amenities TENAGA LINKVOL2/12

15 CARE PROGRAMME CORPORATE CUSTOMER PROFILE 16 CARE PROGRAMME CORPORATE CUSTOMER PROFILE TENAGA LINKVOL2/12 Pulau Pinang), Ipoh and Taiping (in Perak), Perak), (in Taiping and Ipoh Pinang), Pulau (in Batas Kepala and Baru Bayan ), Kulim (in and Petani Sungai Setar, Alor namely location various at located 2,095 strategically of units excess in with rooms location of 21 number total in a presence Our us. other than none is Malaysia the in that chain claim hotel to largest proud are we years, 16 of Undoubtedly we are growing. Within the period and Comformity. Courtesy Comfort, Convenience, Cleanliness, of services governed by our core values of 5C’s and accommodation facilities without compromising on the standard affordable an offering Brand homegrown preferred the as ourselves establish to managed have we years, the Over and Bumiputera well increase a in systematically guidedhoteloperation. to involvement entrepreneur and accommodation medium-cost facilities increase Bhd objective to Sdn the with 1994 Malaysia in incorporated was Seri Hotel Rangkaian Rangkaian HotelSeriMalaysiaSdnBhd Acting ManagingDirector Zamakhshari AbdulAwal Email :[email protected] Tel No03-22997777Fax No03-22997788 59000 KualaLumpur No 5JalanBangsarUtama 1, Suite A-32-7,MenaraUOA Bangsar, RANGKAIAN HOTELSERIMALAYSIA SDNBHD home wherever yougo. a always is there know to good is it nationwide, locations 21 With fun. family old plain or leisure business, for ideal cannot expect anything less from Hotel Seri Malaysia. It is You industry. tourism local the of growth the improve to Government’s effort the of part represents It country. the in chain largesthotel the mid-range is Malaysia Seri Hotel CORE VALUES its in ongoing innovationtosatisfytheneedsofcustomers. quality of and and values coreimproved constantly workforce, dynamic strong standard a ensuring by highest operations and management the provide To MISSION To beaforefront HomeGrown Hotelchain VISION country. the throughout choices of be abundance the always by will pampered guests our that believe do we and us of care take to wiling continuously will they customers, our of care take we when of that as simple is philosophy Our centre, swimmingpoolandothers. fully business as facilities, such MICE ASTRO, needs rooms, air-conditioned various for cater to amenities and facilities with fitted and areequipped hotels fully our of All existence andobjective. our epitomize Sarawak) (in Lawas and ) (in Terengganu),Terengganu(in Kuala and Marang (in Pahang), Highlands Genting and Temerloh Kuantan, Rompin, Johor), (in Mersing and Bahru Johor Sembilan), Negeri (in Seremban and Dickson Port Selangor), (in Lalang Bagan TENAGA LINK VOL 2 / 12

FAQs ON FEED-iN TARIFF (FiT)

SECTIONSECTION I – FAQs for General PublicII – FAQs for Potential

Renewable Energy Developers SPECIAL SECTION

1. Who will oversee the running of the FiT System? eligible for feed-in tariffs? The1. Who will oversee the running of the FiT System? management and running of the FiT System will be No, there are no feed-in tariffs for electricity generated 17 carried out and overseen by the Sustainable Energy using solar thermal resources. Development Authority Malaysia (“SEDA Malaysia”), aThe management and running of the FiT System will be carried out statutory body under the Ministry of Energy, Green 8. What about wind andand overseen by the Sustainable geothermal? Will there be TechnologyEnergy Development Authority Malaysia (“SEDA Malaysia”), a statu and Water, established under the Sustainable feed-in tariffs for thesetory two energybody under the Ministry of sources? Energy Development Authority Act 2011. No, there will be no feed-in tariffs for wind and geothermal Energy, Green Technology and Water, established when the under FiT System the Sustainabcommencesle in 2011 Energy as the Development potential 2.Authority What do youAct 2011. mean by indigenous resources? of such resources in Malaysia have yet to be determined or Indigenous means renewable resources sourced from analysed. At present, the Ministry of Science, Technology within the country and are not imported from neighbouring and Innovation through SIRIM Berhad is still undertaking countries. a study to identify the potential of wind as a renewable resource in the country while the Ministry of Natural 3.2. Why is the task of implementing the FiT System not given to the Ener How does the FiT System work? Resources and Environment willgy Commission? Why does soon be commissioning Thethe Government require fundamental idea underlyinga new agency? feed-in tariffs is that a study on the potential of power generation from distribution licensees pay renewable energy power geothermal resources in the state of Sabah. Results from generators a premium for clean energy that is generated. the two studies will only be ready from 2012 onwards. As TheseThe Energy generators Commission sell their clean is energy the sole to distribution body regulating FiT is sourced and promoting from all consumers, all matt fundsers collected relating are to the licenseeselectricity for and gas supply industries in Malaysia. Given its sizeable portfolio, the Energy Commission a fixed number of years. The exact duration not meant for financing research and development of will depend on the type of renewable resource used for technologies but are to be used for proven technologies powerwould face generation.a constraint in resources if it is e The FiT System provides a fixedxpected to also discharge the ful with established resource potential inl functions of a feed the country. ‐in paymenttariff implementing agency. This is the why SEDA Malaysia has been s from distribution licensees for every kilowatt hour et up as an agency dedicated to (kWh) of renewable energy generated and a guaranteed 9. What are the rates for Feed-in Tariff? minimumserving as a one stop renewable energy centre. payment for every kWh exported to the grid. The range of feed-in tariff rates for various renewable resources as well as their individual effective periods 4. When was the FiT System in place? and degression rates, are shown in the schedule to the The FiT System was in place from 1st December 2011. Renewable Energy Act 2011 or can be accessed from the following link “prevailing FiT rates”. 5.3. What is the Feed Which renewable resources‐in Tariff (FiT)? are eligible under the FiT? 10. Is the FiT System applicable in Sarawak? TheThe FiT Syste following RE m is Malaysia’s new mechanism under the Renewable Enresources will be eligible for FiT: No, the FiT System will not beergy Policy and Action Plan applicable in Sarawak as it • Biogas (including landfill gas & sewage); has its own legislation and regulations governing electricity •and the Renewable Energy Act 2011 catalysing generation of renewable enBiomass (including solid waste); supply. The FiT System howeverergy, up to 30 MW in size. is applicable in all other •This mechanism Small hydropower; allows and electricity produced from states indigenous in Malaysia. renewable resources to be sold to • Solar photovoltaic power utilities at a fixed premium price for a specific duration.11. Is there a cap or quota on the amount of renewable 6. What is the status of grid-connected renewable energy to be generated under the FiT System? energy in Malaysia currently? Yes, a cap will be imposed on the total capacity that can As of September 2011, Malaysia has: be generated under the FiT System. This cap will be • 40 MW grid-connected power from biomass distributed according to the type of renewable resource 4. What do you mean by indigenous resources?resources; utilised and levels of installed capacity. This cap is • 4.95 MW from biogas resources; necessary in view of the finite amounts available from the •Indigenous means renewable resources sourced from within the co 12.5 MW from small hydro resources; Renewable Energy Fund.untry and are not imported from •neighbouring countries. 5 MW from solid waste resources; and • 2.5 MW from solar PV resources.

7. What about the use of solar thermal? Will it be

1

18 SPECIAL SECTION TENAGA LINKVOL2/12 reduction ofRE technology. cost promotes also and country the in RE of movers early the rewards degression of form This kWh. per RM1.61 at have a 21-year contract with TNB selling their PV electricity now will (B) owner home Therefore, kWh. per RM1.61 to 8% reducedby now has rate FiT the 2 year By too. home his/her neighbour,in her system PV a install to decides (B) 21 yrs. A year after home owner (A) installs the system, his/ receive thisratethroughout his/heragreement durationof to continue will (A) owner Home FiT kWh. per RM1.75 an of rate with TNB with agreement an signs and 1 year in system PV solar a installs (A) owner home a example, For affect adevelopereverytimehe/sheappliesfortheFiT. only will and technologies all to applies Tariffdegression potential. reduction cost existing the and technology the energy tariffs. The rate of reduction depends on maturity of Tariff degression refers to the annual reduction of renewable is there aneedforone? 15. Whatisa‘degression’? Whatdoesitmeanandwhy Authority. the power,from generated energy renewable all displaced positive for cost, the the and payment claim FiT the will between difference licensee to distribution relevant the only basis, is electricity of distribution licensees and the Authority where cost on a monthly displaced The not havetodeductthisfrom yourFiTrates. do you NO, affect and not developers energy will point renewable potential It the consumer. the to with up interconnection sources of fuel fossil conventional electricity supplying from and Act generating of Energy cost the Renewable is the 2011 under cost displaced The the feed-intariff ratesIwillbereceiving? how itisrelevant tome?DoIhavedeductthisfrom 14. Canyouexplainwhat“displacedcost”meansand than rate those withoutsubsidies. later a at parity grid reach will markets energy subsidised with Those markets. unsubsidized from differmay that parity grid reach we which at rate the only is It will one day reach grid parity for different RE technologies. we as us for valid still is parity grid Malaysia, in subsidized is electricity energy.our nuclear Yes,though or even fuels fossil conventional from electricity generating of cost the than cheaper or equivalent is resources renewable from electricity generating of cost the when occurs parity Grid have anythingtodowithushere inMalaysia? 13. Whatisgridparity?doesitmeanand Renewable Energy Fund. the to pay to raised tariffs their have not will month each less or electricity of units 300 consume who consumers bill towards a Renewable Energy Fund. However, domestic who electricity total their of top on (1%) percent one themselves contribute consumers electricity by financed is it The FiT System is not financed by the government. Instead 12. How is the FiT System financed by the Government? tariff mechanism. feed-in a implemented also have Philippines and Thailand Asia, East South In Mongolia. and India as such countries other in momentum gaining also is It America. of States China, Taiwan, Brazil, most countriesinEurope andinsomestatestheUnited Africa, South Korea, Australia, South Israel, including Iran, Greece, countries many in feed-in implemented also tariffs. As of 2009, feed-in tariff have policies have been enacted countries other Many in theworld. remarkable feat for a country that is not a one of the truly sunniest is robust this and tariffs and feed-in of result flourishing a as industry PV a also but market electricity PV solar dynamic most the developed only not has Germany in 2009. This also created 300,000 green jobs. Furthermore, contribution of 16.1% to their total electricity consumption renewablein leader world energy renewablea with energy the them making substantially capacity energyrenewable their increase to able been has Germany tariffs, feed-in of implementation its of years ten first the in that notable is which it and country 2000 Act Sources Energy Renewable their through first done was the This tariffs. is feed-in implemented successfully Germany example, an As tool forboostingrenewable energy. and has low administrative costs making it a highly effective simple is tariffs feed-in of concept energy.renewableThe for new markets developing in efficient and effective be in tariffs introduced inothercountrieshaveproven to feed- the because System FiT the chosen has Malaysia there anyothercountriesthatusetheFiTSystem? 17. WhyhasMalaysiachosentheFiTSystem?Are use ofpublicfund. prudent allows and FiT for capacity RE higher imply will degression higher the perspective, management fund RE starting the Fromthe Fund. RE the of balancing as well as FiT of rates and inflation, cost/transport, fuel for needs status technology,RE the of trends,cost system the costs, O&M the account into takes and pricing its market over of prevent abuse on to and based decline price is future for technology potential each for rate Degression 16. Howisthedegression ratederived? entitled toFiT. not are they otherwise, if FiT.But the for eligible are they be If the community is they serviced by a distribution licensee, then – Can electrification entitled forFiT? rural for Off-grid 25. the FiTSystemthrough itscompanies. in participate can agencies and Governments Yes,State in theFiTSystem? and agenciesparticipate 24. Can State Governments rate of49%ifitisinitsarea ofjurisdiction. maximum a at capped Yes,is shareholding equity the but the FiTSystem? 23. Canadistributionlicenseeorutilityparticipatein develop thelocalindustry. and encourage to is System FiT the that stated clearly is it Plan, Action & Policy Energy Renewable National the In 22. Whyisforeign equitycappedto49%? approvals. feed-in for apply also may company such of capital share persons), issued the or power voting foreign of 49% than more other no holding with together or (alone person, only. A company incorporated in Malaysia having a foreign kW 72 including and to up of capacity installed an having utilising solar PV technology as its renewable resource and installation energy renewable a for approval feed-in a for A foreign person of not less than 21 years of age can apply requirements forforeigners? for a feed-in approval. Am I eligible? What are the 21. Iamaforeign investorandaminterested toapply power purchase agreement. Yes, you may continue with your current renewable energy sign-up forfeed-intariffs. Isthisok? 20. IamanexistingSREPdeveloperbutdonotwishto commercial saletoadistribution licensee. years your plant has already been generating electricity for of number the to according adjusted be will tariffs feed-in However the duration or effective period for you to receive agreement. purchaseenergy renewablepower new a into enter and programme SREP the under signed agreement but tariffs also terminate your existing renewable energy power purchase must You feed-in approval. feed-in receive a for apply to to need eligible will be will you Yes, plant inoperation.CanIreceive feed-intariffs? 19. Iamacurrent SREP developerwithanexisting forth anypolicyrecommendations onthismatter. putting before analyses necessary conduct and country will the in KeTTHA growth energy renewable Government. of progress the the monitor from decision policy a Yes, it is taxable income and any exemptions would require income? 18. Is income from feed-in tariffs considered taxable downloadable from SEDAMalaysia’s officialwebsite. made available for be easy reference but this will be will web-based and guidelines application course, due in Yes, be anyguidelinesavailableforpotentialdevelopers? 32. Howaboutguidelinesforapplications?Willthere The FiTsystemwaslaunchedon1December2011. 31. Whenwillapplicationsbeopentothepublic? TNB OneStopEnquiryCentre (OSEC)at1-300-88-5454. Yes, you can call SEDA Malaysia at 03-8870 5800 and the 30. Isthere anumberIcancalltofindoutmore? and computer a have you access. internet as long as anywhere from apply to you allowing thus web-based as application FiT SEDA on SEDA’s the provide at Malaysia’s is SEDA intention available office. made be available made be will Malaysia’shardcopies and website will forms Application 29. Where canIapply? website Malaysia’s manual SEDA or through regularly fornotificationontheapplicationguidelines. check Please (recommended) submission. Malaysia’s website SEDA via official either made be can Applications 28. HowcanIapplyfortheFiT? mechanism). FiT the from separate and themselves developers the by applied be (to UNFCCC on depend ultimately will CDM approvaland eligibility but CDM for apply who Holders Approval Feed-in of eligibility the restricted not have We approval? 27. Are CDMprojects eligibletoapplyforafeed-in launched. is System FiT the before available be will segment this in developers energy renewable potential for requirements application will you on Details tariffs. feed-in receive to entitled for eligibility, be criteria of fulfilment the to Subject licensee. WillIbeentitledtoreceive feed-intariffs? other thanTenaga NasionalBerhadisthedistribution 26. Mycompanyislocatedinanarea where autility TENAGA LINKVOL2/12 (To becontinued) 19 SPECIAL SECTION