How to solve bills problems
(i) Why I did not receive my monthly water bills?
It may attribute to one of the following reasons:-
a) Meter reading is yet to reach your area.
SWB follows a Schedule on Delivering Water Bills. The schedule is displayed at all SWB counters.
b) We are slightly behind reading schedule due to:
i. Bad weather or
ii. Festive Season
SWB is trying to catch up the delayed, please bear with us for another 2 days.
c) Water bill has been delivered but lost.
You may come to SWB’s counter to get a copy bill for payment.
d) Other family members kept it.
Please check with them for confirmation.
e) No letter box is available at your premise.
Please fix a letter box for ease of delivery.
f) The water bill is hanged at meter point. Your house is more than 305m
You may put a letter box at meter point to prevent loss.
g) You had request SWB to send water bill to a different postal address.
You need to wait for a few days to allow postman to deliver the bill to you.
(ii) Can I check whether I have any outstanding bills?
Yes. Please quote your A/C No. or Meter No. for ease of searching.
There are a few scenarios that you could meet:
a) You have no more outstanding.
You can wait for the next month’s water bill.
b) You have three (3) months outstanding bill unsettled.
Please settle your outstanding water bills at SWB payment counter. i.e SWB Salim Counter.
c) You have only two (2) more days to settle your overdue water bills.
If you pay after these two (2) days, your service will be disconnected. If you want to reconnect back your service you have to pay Reconnection Fee RM 16.50.
d) If your water bill stated ‘PAYABLE IN LAS’ with a orange sticker, please do follow the instruction so that your water supply will not be cut off.
e) Your outstanding is credit amount, which means you have over paid your water bill.
This water bill is for ‘INFORMATION ONLY’ not for ‘PAYMENT’. The credit amount will be deducted for the following monthly bill.
(iii) Why is it my water bill for this month is so high?
It can be attributed to one of the following reasons:-
a) Have you counter check the present reading in the water bill with your meter reading?
b) Have you check your internal plumbing system? You can engage a Licensed Pipe Fitter to help you to check.
c) How many family members are using your water supply?
d) Our Board will send our relevant officer to check the meter reading.
e) From the record of your previous month water bills, your water bills were charged based on estimate not actual reading.
For this month, your water bill is based on actual reading. Your water bill charge is high due to under billing for the last few months.
f) If you wish to counter check the water meter, you have to pay RM20.00 for Meter testing.
After payment, SWB will arrange our relevant officer to bring back the meter for testing in our office. During testing, one of your family members has to witness the meter testing. If the meter is found to be faulty, your RM20.00 will be refunded and your water bill shall be adjusted accordingly to your previous months’ bill charge. If the meter is found accurate, your RM20.00 will be forfeited and your water bill will be charged according to the reading from the meter.
(iv) Where can I pay my water bills?
If the bills are overdue, they are only payable at Sibu Water Board’s counters at Jalan Salim. However, if the bills are not over due, they can be paid at any of the following counters:
(a) Sibu Water Board’s counter– at Jalan Salim
(b) All SBBS agencies – Telekom, SESCO, SMC, SRDC and POS Malaysia
(c) Bank Simpanan Nasional and RHB Bank Berhad
(d)The water bills can also be paid through internet vide http://www.paybillsmalaysia (Electronic Bills Payment & Presentment)
(v) What is the operation hour of SWB’s counters?
The counter at Salim Administration Office follows the office hours
i.e. from 8:00 a.m. – 12:30 p.m. and 2:00 p.m. – 5:00 p.m. from Monday to Thursday and 8:00 a.m. – 11:40 a.m. and 2:30 p.m. – 5:00 p.m. on Friday and 8:00 a.m. – 12:50 p.m. on Saturday
(vi) Does SWB accept credit card for paying bills?
Not for the time being. However, customers can make special arrangement with RHB Berhad for payment of water bills through EBPP or over the banks counters.
(vii)I had paid my previous month’s water bills at POS/SESCO/Telekom/…counter.
Why is it my current bill still shows outstanding amount?
If you paid up near to the due date, this may occur. Normally, it takes a few days
(viii)I will be going for traveling for a few months, can I leave my water bills unpaid?
It is better not to. If your bill(s) remains unsettled for three months, the water supply may be disconnected and a reconnection fee of RM16.50 would then be imposed if you wish the water supply to be reconnected. If you expect to be away for a long time, you could request for temporary water supply disconnection, you shall be subjected to a levy of Rm5.50 for turn on fee when you return. Alternatively, you can also request for a bill to pay in advance before you leave for traveling or you can also deposit enough money in your account to take care of the bills in your absence.
(ix) Can your SWB water bills be delivered at the same time with SESCO and Telekom bills for convenient payment?
Much as we would like to coordinate with the other utilities, we are completely different utilities and at the moment this is an area where we cannot synchronize.
(x) Can other charges from your SWB be included inside the water bills?
Normally, it is not being practiced. Special arrangement could be made depending on the circumstances.
(xi) I normally do not stay at that premises (where the water is supplied to), can you arrange to send water bills to the premises where I normally stay?
Arrangement can be made so that the bills are delivered to the premises at your request by post, at a delivery charge of RM1.00 per month.
(xii) Can you remind your meter reader to send water bills every month to avoid meter disconnection? You can’t expect us to call your office every month.
Yes. SWB shall send the bill every month to your premises. Please ensure letter box is available for safe delivery of bills.
(xiii)Is your SWB SBBS counter open on Off day and Public Holiday?
No. Only on Working Days.
(x) Can SWB provide us mail box?
Yes, but you have to pay.
(xi) How to calculate Water Charges?
Refer to the brochure “CUSTOMER SERVICE”
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