TNB Disconnection in Malaysia: When Supply Can Be Cut and Your Rights

When can TNB lawfully cut your electricity supply?

TNB may disconnect only where the law gives it a ground, and almost every ground requires notice first. The main grounds are:

• default in paying an electricity bill (regulation 4(2) of the Licensee Supply Regulations 1990), or failure to pay money due within seven working days of a written demand (regulation 3(5));
• failure to pay a deposit when demanded (regulation 5(4)), or to give security under section 28 of Act 447;
• evidence on the premises giving reasonable grounds to believe an offence such as meter tampering or electricity theft has been committed (section 38(1));
• refusal to sign a new agreement after TNB finds that a different tariff category applies (regulation 11(7));
• where it is not reasonable in all the circumstances to continue supply (section 25(d)); and
• an application by a senior police officer in relation to a common gaming house (section 38(1A)).

Disconnection is not a general debt collection tool. The Court of Appeal held in Tenaga Nasional Bhd v Mayaria Sdn Bhd [2019] 2 MLJ 801 that TNB could not use a disconnection notice to pressure a consumer into paying a disputed loss of revenue claim; its remedy for that claim is a civil action. If you have received a back-bill, our article on disputing a TNB back-billing claim explains your options.

What notice must TNB give before disconnecting?

The notice depends on the ground. A disconnection without the required notice may be unlawful.

Keep the notice and envelope and note when you received it. If the notice is defective or the amount is genuinely disputed, write to TNB at once asking it to hold the disconnection. If you have asked for your meter to be tested, regulation 12(1B) prevents a late payment surcharge on that bill while the request is pending.

What are the special rules for disconnection over meter tampering?

Disconnection for suspected tampering is the most contested ground, and the courts have limited it. Under section 38(1), a TNB employee must find evidence giving reasonable grounds to believe that an offence under section 37(1), (3) or (14) has been committed. TNB must then inform the Energy Commission within three working days and give at least 48 hours' notice. The Commission may verify the matter, and if it finds no offence, supply must be reconnected immediately.

The Federal Court held in Tenaga Nasional Bhd v Chew Thai Kay [2022] 2 CLJ 333 that the offence must still be continuing. Once TNB has rectified or replaced the tampered meter and continued to supply electricity, it has no power to disconnect under section 38(1). In that case the consumer had obtained an injunction from the High Court stopping the disconnection.

Even where disconnection is lawful, it cannot last more than three months, and reconnection is otherwise at TNB's discretion. You may have to pay reasonable expenses, including reconnection costs as directed by the Commission.

If you suffer losses from a wrongful disconnection, a claim for damages may be possible, but the losses must be proved with documents. In 2024 the Court of Appeal set aside a RM3.68 million award against TNB over disconnections for suspected tampering, because the losses were not shown by credible evidence.

How do you get your supply reconnected?

For a disconnection caused by your default, such as an unpaid bill, TNB must restore supply within two working days once you have met three conditions under regulation 6 of the Licensee Supply Regulations 1990:

1. you have made good the default, usually by paying the arrears;
2. you have paid the reasonable expenses of disconnecting the supply; and
3. you have given any security required under section 28(1) of Act 447.

Keep the payment receipt and note the date and time you paid. If supply is not restored within two working days, lodge a complaint with TNB and quote the receipt.

Different rules apply in other cases:

• After a disconnection for suspected tampering, reconnection is at TNB's discretion, but the disconnection cannot exceed three months, and if the Energy Commission finds no offence, supply must be reconnected immediately.
• After a disconnection on a police application relating to a common gaming house, supply can only be reconnected with the written permission of a police officer of the rank of Assistant Superintendent or above.

When an account is closed, the deposit must be refunded no later than 30 days after supply ends, under regulation 5(6). It is refunded to the consumer unless a letter of discharge and indemnity is given for payment to someone else.

Tenants and owners: who is responsible for the account?

The person responsible is the registered consumer, meaning the person whose name is on the TNB account. That may be the owner or the tenant, depending on who opened the account.

• TNB cannot require the next occupier to pay arrears left by the previous consumer. Regulation 3(4) of the Licensee Supply Regulations 1990 says so expressly. A new tenant or buyer should still check the account before moving in, because unpaid arrears can delay supply arrangements.
• A consumer who moves out without giving the required notice can remain liable for charges for a period afterwards, under regulation 3(2). Close or transfer the account in writing when you leave.
• For meter tampering, the Court of Appeal held in Thomas Thomas v Tenaga Nasional Berhad [2017] MLJU 70 that the registered consumer, a landlord, was liable for TNB's loss of revenue even though the tenant was blamed. The landlord's remedy was a claim against the tenant.

Landlords should consider transferring the account into a business tenant's name, include a tenancy clause making the tenant responsible for bills and meter interference, and inspect the meter at handover. Tenants who want to deal with TNB directly should ask for the account in their own name. Our article on TNB meter tampering claims covers liability in more detail.

How do you complain to the Energy Commission?

Complain to TNB first, then escalate to the Energy Commission if TNB does not resolve the matter. The Commission's own guidance strongly encourages this order and asks for your TNB complaint reference number.

1. Contact TNB through its Careline (15454 or 1300-88-5454) or by email to [email protected], then put the complaint in writing. Note the reference number.
2. Keep TNB's reply, the notice, your bills, receipts and photographs.
3. If unresolved, complain to the Energy Commission, giving your name, account number, address, contact details, a clear description of the complaint, your TNB reference number and supporting documents. The Commission says incomplete complaints may be rejected. Its toll-free line is 1-800-2222-78, and complaints can also go through its e-aduan channel or the government's SISPAA system.
4. If the matter is urgent, such as an imminent disconnection you believe is unlawful, you may contact the Commission directly.

For certain disputes about supply, deposits, security and tariffs under sections 24 to 29 of Act 447, a party can ask the Commission to determine the dispute under section 30, and section 30A allows a committee decision that binds the parties and can be enforced with the leave of the Sessions Court. A complaint does not by itself stop a disconnection, so an imminent unlawful disconnection may need an urgent court injunction. Our civil and commercial disputes team can review a TNB notice at a consultation.