SANDAKAN: Tanjong Papat Assemblyman Alex Thien has expressed dissatisfaction over the simultaneous failure of Sabah Electricity’s newly-launched MySE+ mobile app and customer hotline during a recent power outage, calling the breakdown unacceptable as both platforms were meant to serve as key communication channels during emergencies.
The outage hit several areas in Sandakan, including the IJM commercial and residential zones, around 5.30pm yesterday. When Thien tried to check for updates via the MySE+ app, he encountered an error message, while the customer hotline was also reportedly unreachable, leaving residents with no reliable way to get information on the cause or expected restoration time.
Thien noted that many residents later told him that both the app and hotline were inaccessible at the same time, making it impossible to seek assistance or obtain timely updates. He said these channels were specifically designed to provide support during crises, yet their concurrent failure left users stranded without any means to make inquiries.
“During a power outage, what the people need most is accurate and timely information. If these systems fail at critical moments, it will seriously undermine public confidence in the service delivery system,” he said.
He urged Sabah Electricity to review the stability and resilience of its systems, ensuring that the mobile app, hotline, and other customer service platforms have sufficient capacity to handle the surge in inquiries during emergencies.
The MySE+ app was only recently launched to allow users to conveniently check electricity bills, monitor consumption, view arrears, and access related information online. Thien stressed that it is even more crucial for the system to remain stable and reliable, and not fail precisely when it is needed most. – James Leong
Thien urged Sabah Electricity to review the stability and resilience of its systems.
