Redefining Customer Experience in the Energy Sector
Tenaga Nasional Berhad (TNB) has once again set a benchmark in digital customer experience with its flagship application, myTNB, securing the title of Best Public Utility App at the PC.com Awards 2025.
This marks the third consecutive year that the app has achieved the honour, reflecting its consistent delivery of value, innovation, and customer-centric solutions.
Serving over 10.4 million users across Malaysia, myTNB has continuously evolved to meet the diverse and changing needs of its customers. Despite challenges such as the recent electricity tariff restructuring, the app has maintained strong customer support.
Expressing gratitude for the win, TNB highlighted how customer voices remain the driving force behind myTNB’s evolution.
“This award reflects our customers’ support and feedback, which continues to inspire us to improve. Every feature, service, and update on myTNB is designed with our customer in mind, and we remain committed to making energy management easier, clearer, and more meaningful,” the company shared in appreciation of the voters and loyal customers who played a role in this recognition.
Key Milestones in 2025
The year 2025 has been pivotal for myTNB, achieving significant milestones that strengthen trust and transparency for customers, while introducing smarter energy management tools.
One of the most significant improvements in 2025 was the integration of myDigital ID, which made login and registration both faster and more secure. Customers can now access their accounts with greater ease and confidence, a development that strengthens digital trust while supporting Malaysia’s wider digitalisation efforts.
Equally impactful has been the tariff restructuring, which introduced clearer breakdowns of charges. For Time-of-Use (TOU) customers in particular, the change provides greater visibility of costs across peak and off-peak periods, enabling them to adjust consumption patterns and save more effectively.
Another milestone was the upgrade of Energy Budget 2.0, which now includes budget recommendations and enhanced notifications. These features offer real-time insights and personalised guidance, helping customers plan their spending, avoid unexpected charges, and take greater control of their energy use.
At the same time, sustainability remains central to TNB’s agenda, with myTNB helping Malaysians take part in the green transition. Features for the Green Electricity Tariff (GET) and Net Energy Metering (NEM) have been refreshed to encourage wider adoption.
GET subscribers now enjoy simpler, more affordable pricing and receive Malaysia Renewable Energy Certificates (mRECs) at year’s end, recognising their contribution to clean energy. Meanwhile, NEM applications can now be submitted directly through myTNB, making it easier for households and businesses to adopt solar power and support Malaysia’s renewable energy goals.
Sustaining Excellence into the Future
Sustainability will continue to shape the app’s trajectory. With Malaysia’s energy transition accelerating, myTNB is positioned as both a digital companion and a sustainability enabler. By embedding tools that support renewable energy adoption and carbon reduction, the app ensures customers are active participants in the country’s green journey.
Looking forward, myTNB’s roadmap for 2026 centres on maintaining and expanding this momentum through continued innovation. The app is shifting from a basic service provider to an offerings-based platform that delivers added value alongside convenience. Features will focus on providing near real-time energy usage insights, helping users understand patterns and manage costs proactively. Customers will also benefit from timely notifications regarding bills, power outages, and maintenance schedules.
At the heart of these plans is a stronger emphasis on personalisation. By leveraging data-driven insights, myTNB aims to offer experiences tailored to individual needs—whether helping households cut unnecessary costs, guiding businesses on energy efficiency, or encouraging consumers to make greener choices. Expanding self-service capabilities is another priority, ensuring customers enjoy convenience without relying heavily on traditional channels.
A Leadership Vision for the Future
To sustain its high standards, myTNB plans to enhance self-service options and leverage data analytics for deeper personalisation. By integrating sustainable energy solutions seamlessly into the user experience, the app will support TNB’s broader goals of energy efficiency and environmental responsibility.
This approach not only aims to satisfy existing customers but also to meet the evolving expectations of prosumers and omni-channel users who demand effortless and comprehensive access to TNB services.
The app is a vital tool in this journey, embodying the digital transformation that allows customers to track their energy consumption in real time, utilise AI-powered efficiency tools, and engage with greener energy options. This transformation is seen not just as a technological upgrade but as a way to empower individuals to contribute actively to sustainability.
“myTNB is a key part of our digital transformation strategy, enabling customers to stay informed, manage their energy, and support TNB’s broader Energy Transition Plan toward decarbonisation, digitalisation, and achieving Net Zero emissions by 2050,” said one executive.
This succinctly captures the company’s vision of myTNB as more than just an app—it is a digital companion that fosters a smarter, greener future for Malaysia.
