KUCHING: Sarawak Energy Bhd (SEB) through its Customer Care Centre (CCC) will introduce its own mobile application for convenience of customers.

According to group retail department manager Christina Lai the application, which is expected to be launched this June, would allow SEB clients to check their billing status, as well as to report technical and other related issues with regard to SEB services.

“Customers will have a better platform to lodge reports as they can attach photos directly from their smartphones via the app and share locations of their reports too,” she said during SEB CCC media briefing at Wisma Sesco near Jalan Demak here yesterday.

Lai added that the mobile app was still in development phase and with its introduction soon, SEB’s customer care and service would be further improved.

She also disclosed that another call centre would be set up in Miri by October, adding that the facility would double as a disaster recovery hub for SEB.

“Our CCC is constantly improving, where unnecessary processes and forms have been ditched to ensure fasterresponse to complaints brought forth by our clients.”

The SEB CCC was established in 2012 to further improve the group’s public service delivery. Prior to the setup, SEB personnel had to attend to the calls only via the ‘hunting-line’, while there were different numbers according to different offices.

“This (old system) led to further confusion. As such, the CCC was set up to cater for the needs of the public in a more timely and organised manner,” she added.

The E-service, which currently has 7,609 registered SEB clients, was introduced in Sept 9 2013, attending to various customers’ requirements via online such as bill inquiries, requests of online copies of bills as well as feedback.At present, SEB is handling more than 600,000 accounts — 84 per cent of which comprises domestic users, 14 per cent commercial users, 0.2 per cent industrial users, and 1.3 per cent for public lighting.

The media briefing yesterday was also attended by SEB’s retail department vice president Lau Kim Swee and its corporate communication manager Ahadiah Zamhari.