What should users do if confused by myTNB app readings?

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Users should contact TNB customer service for assistance regarding the myTNB app's inaccurate usage graphs.

Tenaga Nasional Berhad (TNB) has advised customers experiencing confusion due to incorrect electricity usage graphs displayed on the myTNB app to reach out to their customer service channels. This guidance comes after a technical error caused the app to show unexpectedly high kilowatt-hour (kWh) readings for July. TNB has assured users that the billing inaccuracies are limited to the app's graphical display and do not impact their actual electricity bills or meter readings.
TNB Addresses myTNB App Technical Glitch

A technical error within Tenaga Nasional Berhad’s digital system has resulted in the display of inaccurate July electricity usage graphs on the myTNB application. This glitch has the potential to cause confusion for some users who may have observed unexpectedly high kWh readings. The company has stated that the issue is confined to the graphical representation within the app and does not affect the final billing amounts or the actual meter readings.
July Usage Graph Temporarily Removed

In response to the technical error, TNB has temporarily removed the July usage graph from the myTNB app. This action has been taken while engineers actively work on resolving the bug that caused the inaccurate display. TNB has reiterated its assurance to customers that their final electricity bills will accurately reflect their actual energy consumption.
Encouragement for Further Assistance

Affected users who remain confused or require clarification regarding the displayed readings are encouraged by TNB to contact the company’s customer service channels. This provides a direct avenue for customers to seek assistance and receive accurate information about their electricity usage and billing. The utility firm aims to ensure customer understanding and address any concerns arising from the app's temporary malfunction.
Context of New Tariff Implementation

This issue occurs shortly after Malaysia implemented new electricity tariffs for Peninsular Malaysia on July 1. The revised structure introduced a transparent, itemised billing system that replaced tiered pricing with specific cost components for energy, capacity, network, and retail. Additionally, incentives such as an Energy Efficiency Incentive and an expanded Time-of-Use scheme were introduced to promote lower bills and encourage efficient energy consumption.

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What should users do if confused by myTNB app readings?

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