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Delivering Excellence,
Every Customer,
Every Time

Customer

Customer Service
That Sets the Standard

At the heart of our business is a simple promise: Delivering Excellence, Every Customer, Every Time. We’re committed to providing responsive, reliable, and personalised support that exceeds expectations and builds lasting relationships.

Our customer service approach is grounded in professionalism, empathy, and efficiency. Whether it’s resolving an issue, answering an enquiry, or guiding you through our services, we aim to make every interaction seamless and impactful.

By continuously investing in our people, processes, and platforms, we ensure that every customer — from industrial clients to residential users — receives the high standard of care and attention they deserve.

We offer

Responsive Support

You’ll receive quick and effective assistance tailored to you needs.

Reliable Solutions

We deliver consistent and dependable outcomes for all your concerns.

Customer-First Approach

Your satisfaction is our priority, at the core of everything we do.

Forms Submission

Please complete the form and attach it together with the required documents.
Application submissions may be completed online or alternatively at NUR Power.

Please complete the form and attach it together with the required documents. Application submissions may be completed online or alternatively at NUR Power.

Application Forms

Non
Domestic
Application Form

Domestic
Application
Form

Housing & Shop Lot
Development Application Form

Motor &
Disturbing
Load Details

Tariff & ICPT

Tariff Chart

ICPT Details

Imbalance Cost Pass-Through (ICPT) implementation for the period of 1st July 2025 to 31st December 2025 are as follows:

a) Domestic customers with electricity consumption of 1,500 kWh and below (≤1,500 kWh) will not be charged any surcharge and the tariff will be maintained as NUR’s domestic user rate and tariff block.

b) Domestic consumers with electricity consumption exceeding 1,500 kWh (>1,500 kWh) will be charged the ICPT surcharge at the rate of 6.52 sen/kWh.

c) Non-domestic users will be charged a surcharge at the rate of 6.52 sen/kWh for all electricity units consumed.

FAQ

ICPT is a mechanism under the Incentive Based Regulation (IBR) framework which allows the utility to reflect changes (either increase or reduction) in fuel and other generation-related costs in the electricity tariff every six (6) months in the form of rebate or surcharge.

Suruhanjaya Tenaga as Malaysia’s energy regulator determines the calculation and methodology of the ICPT, subject to Government approval on a 6-monthly basis.

Kumpulan Wang Industri Elektrik (KWIE) is a fund that is implemented and controlled by Suruhanjaya Tenaga (ST). The objective of setting up of the KWIE fund is to manage or control the impact of electricity tariffs on consumers.

There are two main ICPT components:

1. FCPT: Fuel Cost Pass-Through component captures any variation in fuel cost (specific to piped gas, liquefied natural gas (LNG) and coal) because of changes in the fuel price, fuel quantity, generation mix, exchange rates etc.

2. GSCPT: Generation Specific Cost Pass-Through component captures any variation in other generation specific costs as a result of changes in other costs associated with the Power Purchase Agreements (PPAs) & Service Level Agreements (SLAs) and fuel procurement contracts i.e. Coal Supply Agreement (CSA), Coal Supply and Transportation Agreement (CSTA), Gas Supply Agreement (GSA) / Gas Framework Agreement (GFA) and etc.

The ICPT is calculated based on an estimated actual fuel cost and generation specific costs for a particular six (6) months period against the corresponding baseline costs in the Base Tariff. Simply put, increase in market fuel prices results in higher generation and consequently higher ICPT surcharge has been passed through to non-domestic electricity customers in Peninsular Malaysia.

It is a charge that is applicable for every kWh of electricity consumed. ICPT is a variable component in the electricity bill where the ICPT is charged based on your consumption of electricity monthly.

The ICPT is a straight “pass-through” charge, and its calculation is the number of kWh consumed in a month multiplies by the ICPT rate (in sen/kWh). The ICPT charge will then be added to or subtracted from your current bill amount

The ICPT charge on your electricity bill may differ from your neighbours as the ICPT charge depends on your energy consumption (kWh) in a month. Therefore, this amount varies from one customer to another and from month to month, depending on the energy consumption. To reduce the ICPT impact, the consumers are advised to implement the electricity saving measures as recommended by the Suruhanjaya Tenaga.

The government has provided a user-friendly ICPT Calculation platform through the myelectricitybill.my portal that can be found in the Suruhanjaya Tenaga official website. The purpose of this ICPT Calculator is to educate customers to be more sensitive and alert to the changes in fuel prices and foreign exchange rates in the market. Customers can key in the coal and gas price forecasts as well as the fuel price & forex forecast to estimate the cost of ICPT at the next tariff adjustment.

IBR Information

General Notice

Incentive-Based Regulation (IBR) in Kulim Hi-Tech Park (KHTP)
Tariff Rates in KHTP under Regulatory Period 3 (RP3) from 1st January 2025 to 31st December 2027:

We would like to address the recent concerns regarding the electricity tariff increase, which came into effect on January 1, 2025.

This revision is part of the Incentive-Based Regulatory (IBR) framework, overseen by the Energy Commission of Malaysia (EC).

Under the IBR framework, electricity tariffs are reviewed every three years. The recent increase is largely driven by the rise in fuel prices, particularly gas.

We fully understand the impact this tariff hike may have on all KHTP tenants, and we want to assure you that we are actively assessing the situation and exploring potential solutions.

Our commitment to maintaining open and constructive communication with all stakeholders remains steadfast.

Thank you for your patience and understanding during this process. If you require any further
clarification, please feel free to reach out to us.

Thank you.
Yours sincerely,

Ir. Chan Chee Hong
Head of Distribution

Perlaksanaan Incentive-Based Regulation (IBR) di Kulim Hi-Tech Park (KHTP)
Kadar Tarif di KHTP di bawah Tempoh Kawal Selia 3 (Regulatory Period 3 – RP3) dari 1 Januari 2025 hingga 31 Disember 2027:

Ini adalah notis berhubung kebimbangan terkini mengenai kenaikan tarif elektrik yang berkuat kuasa pada 1 Januari 2025.

Semakan ini adalah sebahagian daripada rangka kerja Incentive-Based Regulation (IBR) yang dikendalikan oleh Suruhanjaya Tenaga Malaysia (ST).

Di bawah rangka kerja IBR, tarif elektrik akan disemak setiap tiga tahun. Kenaikan tarif terbaru ini sebahagian besarnya adalah didorong oleh peningkatan harga bahan api, terutamanya gas asli.

Kami memahami bahawa kenaikan tarif ini akan memberi kesan terhadap semua pelanggan di KHTP, dan kami memberi jaminan bahawa kami sedang menilai situasi ini secara terperinci serta mencari penyelesaian terbaik.

Pihak NUR kekal teguh dengan komitmen kami untuk berkomunikasi secara terbuka dan konstruktif dengan semua pihak berkepentingan.

Kerjasama dan perhatian anda terhadap perkara ini didahului dengan ucapan terima kasih. Sila hubungi kami sekiranya memerlukan sebarang penjelasan lanjut.

Terima kasih.
Yang ikhlas,

Ir. Chan Chee Hong
Ketua Bahagian Pembahagian

GSL & MSL

Guaranteed
Service Level
("GSL")

Minimum
Service Level
("MSL")

GSL
Complaint
Form

NUR Forms Submission

APPLICATION SUBMISSION FORM