Cancel Tnb: Complete Guide

How to cancel TNB green electricity tariff and stop extra charges in malaysia

What is TNB and which service you're actually cancelling

Tenaga Nasional Berhad (TNB) is Malaysia's main electricity utility, serving Peninsular Malaysia with standard power supply and optional add-on services. This guide focuses on one specific service: the Green Electricity Tariff, or GET.

Understanding TNB and the GET subscription

TNB operates from its headquarters at TNB Platinum, No. 3, Jalan Bukit Pantai, Bangsar, 59100 Kuala Lumpur. The company manages your standard electricity account and offers an optional paid green energy add-on called GET. Many customers become frustrated because they confuse three separate actions: closing a standard electricity account (when you move house), stopping automatic debit payments, and cancelling the GET subscription. This guide covers GET cancellation specifically.

GET is a voluntary green energy program that adds a charge to your electricity bill. TNB prices it per kilowatt-hour (kWh) based on how long you commit: 10 sen/kWh for a 1-year contract, 9 sen/kWh for 2 years, and 8 sen/kWh for 3 years. These rates apply to domestic and low voltage non-domestic customers from the commencement date until 31 December of each year. Higher rates apply to medium and high voltage users. Your billing is in Malaysian Ringgit (MYR), and all customer service is local.

When you should consider cancelling GET

You should cancel GET if you no longer want to pay the green energy premium, if you're moving house and closing your entire electricity account, or if you're unhappy with the charges appearing on your bill. GET is optional, not compulsory, so you have the right to stop it at any time. The key is timing your cancellation correctly to avoid being locked into the next renewal period.

Your consumer rights when cancelling with TNB

Malaysian consumer law protects you when you cancel services with utilities and other providers. Understanding your legal position gives you confidence to act.

What malaysian consumer law says about your cancellation

The Consumer Protection Act 1999 (CPA 1999) is your main legal shield in Malaysia. Under this law, TNB must treat you fairly, provide clear information about the terms and conditions of GET, and allow you to terminate the service without unreasonable barriers. The CPA 1999 also protects you from unfair contract terms, misleading billing practices, and failure to refund money you're owed.

Your legal position is straightforward: once you submit a valid cancellation request through the authorised channel (the myTNB portal), TNB must process it and stop charging you. If TNB refuses to cancel or continues to charge you after termination, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL), which enforces consumer rights in Malaysia.

When you cancel, TNB must provide you with written confirmation of the termination date and any refund or remaining balance owed. This is not optional - it is your right under Malaysian consumer law.

Your right to cancel without penalty if the contract is unfair

If TNB's GET contract terms are unclear, misleading, or contain unfair conditions (such as automatic renewal without explicit consent, or hidden termination fees), you have the right to challenge them under the CPA 1999. In practice, this means you can request cancellation even within the contract period if you can demonstrate the terms were not fairly presented to you. The MDTCCL can investigate and order TNB to cancel without penalty if the contract breaches consumer protection rules.

For most readers, the issue is simpler: you signed up, you've changed your mind, and you want to cancel before the next renewal. As long as you submit your request within the allowed window (14 days before the contract expiry), you can terminate without extra charges.

How to cancel TNB GET through the myTNB portal

The clearest and fastest way to cancel GET is through TNB's online customer portal. This section walks you through the exact steps.

Step-by-step cancellation via myTNB

Log in to your myTNB account on tnb.com.my. Navigate to the GET Subscription section within your account dashboard. Locate your current GET subscription and click the option to submit a termination request. TNB states that termination takes effect immediately upon submission in the normal case. Review the cancellation confirmation on screen, and take a screenshot for your records.

1. Visit tnb.com.my and log in with your myTNB username and password
   • If you don't have myTNB access, register first using your TNB account number and registered email
   • Have your latest bill handy so you can retrieve your account details
2. Navigate to the GET Subscription section in your account menu
   • Look for "My Subscriptions" or "Energy Services"
   • Select the GET subscription you want to cancel
3. Review the current plan details, including the renewal date and any remaining balance
   • Screenshot this page before proceeding
   • Note the exact expiry date of your current contract period
4. Click "Terminate" or "Cancel Subscription" and confirm your request
   • TNB may ask you why you're cancelling - this is optional feedback
   • Confirm that you understand the termination terms
5. Wait for the on-screen confirmation message and take a screenshot
   • Note the termination reference number if one is provided
   • Save this confirmation to your device and email it to yourself
6. Check your email for a confirmation message from TNB within 24 hours
   • If no email arrives, log back in and verify the cancellation was recorded
   • If there's no confirmation, contact TNB's CareLine at 1300-88-5454

When to cancel to avoid charges for the next period

Timing is critical. If you submit your cancellation request during the final month of your subscription period, and you do so no later than 14 days before the contract expires, TNB will terminate GET on the contract expiry date. This means you will not be charged for a new renewal period. If you cancel after that 14-day window, you risk being auto-renewed and charged for another full period, which you would then have to cancel again.

For example, if your GET contract expires on 31 March 2025, you must submit your cancellation between 1 March 2025 and 17 March 2025 to stop cleanly. If you wait until 18 March or later, TNB may auto-renew, and you will incur new charges. Check your latest bill or log into myTNB to find your exact renewal date now.

Alternative cancellation methods if the portal isn't working

If you cannot access myTNB or the portal is slow, you have other options to cancel. Tocancel recommends using the portal as your first choice because it provides instant confirmation, but these alternatives work too.

Cancel GET by phone or email

You can call TNB's CareLine at 1300-88-5454 during business hours (Monday to Friday, 8:00 AM to 7:00 PM; Saturday, Sunday and Public Holidays, 8:00 AM to 5:00 PM) and request cancellation. Have your TNB account number, the current registered contact number, and your subscription details ready. Ask the agent to confirm the termination date and request a reference number for your records.

You can also email your cancellation request to [email protected]. In the email, include your full name, TNB account number, the premise number shown on your bill, and a clear statement: "I request to cancel my Green Electricity Tariff subscription effective immediately" or "effective on [date]". Ask for written confirmation of the cancellation and the termination date. Send this email from the email address registered with TNB so your identity can be verified.

Email and phone cancellations take longer to process (3 to 5 business days) compared to the portal, so allow extra time if you're close to your renewal date.

Cancel by visiting a TNB office in person

If you prefer face-to-face service, you can submit a cancellation request at TNB's office locations. Bring your identification card, your latest TNB bill, and a written cancellation request. The main office is at TNB Platinum, No. 3, Jalan Bukit Pantai, Bangsar, 59100 Kuala Lumpur. You can also contact the Investor Relations office at the same address for assistance. Ask for a stamped receipt or letter confirming your cancellation request and the date you submitted it.

What happens after you cancel and how to confirm it worked

After cancellation, you need to verify that TNB has processed your request and that no further GET charges appear on your bill. This section shows you what to expect.

Checking your account after cancellation

After you cancel, log into myTNB within 48 hours and check that the GET subscription is no longer listed as active. Your next bill should not include any GET charges if the cancellation was processed before the renewal date. If you cancelled via email or phone, wait 5 business days before checking, because those methods take longer to update the system.

Review your next two or three bills carefully. You're looking for any line item labelled "Green Electricity Tariff", "GET subscription fee", or "green energy charge". If no such line appears, the cancellation worked. If a charge does appear, note the amount and the bill date, and contact Tocancel to understand your next steps.

If TNB charged you after cancellation

If you submitted a valid cancellation request but TNB charged you again, you have the right to request a refund. Contact TNB's CareLine or email [email protected] with your cancellation confirmation (the screenshot or reference number you saved) and ask for a refund of the unwanted charges. TNB should process a refund within 30 days. If TNB refuses, you can escalate to the MDTCCL, which can order TNB to refund the money and pay you compensation for the dispute.

Pricing and what you'll stop paying

Understanding what you're cancelling helps you spot GET charges on your bill and verify that they've stopped. This table shows the current GET rates.

The actual amount you pay depends on your electricity consumption each month. Your bill shows the number of kWh used, and the GET charge is that total multiplied by the rate above. By cancelling, you stop paying this premium on top of your standard electricity charges. Once GET ends, you pay only for the standard rate and other mandatory charges, not the green energy add-on.

Common mistakes that delay or block cancellation

Many people find their cancellation delayed or rejected because of a small mistake. Here are the traps to avoid, so you don't waste time.

Confusing GET cancellation with account closure

The biggest mistake is trying to cancel the entire electricity account when you only want to stop GET. If you submit an account closure request thinking it will cancel GET, TNB treats it as a full disconnection. This is a much longer process (10 to 20 business days) and can cause service interruption. Before you do anything, log into myTNB and confirm: are you cancelling only GET, or are you closing the account because you're moving house? If it's just GET, use the GET cancellation process in this guide. If you're moving, use TNB's separate account closure page at tnb.com.my/residential/my-tnb-account/close-an-account.

Cancelling too late in the contract cycle

If you miss the 14-day window before your contract expires, TNB will auto-renew your GET subscription. You'll be charged for another full period, and you'll need to cancel again. The remedy is simple: cancel within the first 15 days of any given month if your contract expires on the 31st, or scale that window to your actual renewal date. Set a phone reminder on the first day of the final month so you don't forget.

Not saving proof of your cancellation request

If you cancel via the portal and don't screenshot the confirmation, and then TNB claims they never received your request, you have no evidence. Always take a screenshot of the cancellation page and the confirmation message, save any email confirmation from TNB, or request a reference number from the phone agent. Without this proof, TNB can dispute your claim and force you to cancel again.

Cancelling from a device you're not registered with

If you try to cancel from a different phone or computer, myTNB may ask you to re-verify your identity. This slows the process. Use the same device and web browser you normally use to log in, or make sure you have access to the phone number or email address registered with your TNB account so you can complete any verification steps.

Refunds and how to claim money TNB owes you

If you've paid in advance for GET and you cancel before the contract ends, you may be entitled to a refund of the unused portion. This section explains how to claim it.

When you're eligible for a refund

You are eligible for a refund if you paid for a 2-year or 3-year GET contract and you cancel before the contract expires. TNB should refund the proportional cost of the unused months. For example, if you paid for a full year at 10 sen/kWh and you cancel after 6 months, TNB should refund roughly half of what you paid (adjusted for your actual usage). TNB's terms state that refunds are processed within 30 days of termination.

If you pay for GET month-to-month or have already used the subscription for the full contract period, you may not be eligible for a refund because you've consumed the service you paid for. Check your latest bill to see whether you were on an annual contract with a single upfront payment, or a rolling monthly charge.

How to claim your refund from TNB

After you cancel, monitor your myTNB account and your bills. If a refund is due, TNB will credit it to your electricity account automatically within 30 days. You'll see a negative balance (credit) on your next bill, which TNB will adjust against future charges or refund to your bank if you request it. If no refund appears after 30 days, email [email protected] with your cancellation confirmation and ask: "I cancelled GET on [date]. I was on a [1-year/2-year/3-year] contract and have paid RM[amount]. Please confirm whether a refund is due and process it to my bank account [details]." Include your bank account number and a copy of your identification card with the email. TNB must respond within 14 days.

If TNB refuses to refund you, you can escalate to the MDTCCL. The ministry can investigate whether the refusal breaches the CPA 1999 and order TNB to refund the money plus interest.

Your checklist before and after cancellation

Use this checklist to make sure you've covered every step and won't get stuck with unwanted charges.

How to escalate if TNB refuses to cancel or ignores you

If TNB ignores your cancellation request, continues to charge you, or refuses to cancel without a valid reason, you have formal remedies. This section shows you how to escalate and get the authority to back you up.

What to do if TNB won't cancel

First, send a formal written request to TNB. Use email ([email protected]) and include: your full name, account number, the date you first requested cancellation, copies of any screenshots or confirmation numbers, and a clear statement: "I formally request cancellation of my GET subscription effective [date]. If I do not receive written confirmation of cancellation within 7 days, I will escalate this matter to the Ministry of Domestic Trade and Cost of Living." This email creates a paper trail and shows TNB you're serious.

Wait 7 business days for TNB's response. If TNB does not reply or refuses to cancel without explaining why, you can lodge a formal complaint with the MDTCCL. Your complaint should include all your emails, cancellation attempts, the cancellation policy from TNB's website, and evidence of any charges after you requested cancellation. The MDTCCL will investigate whether TNB breached the CPA 1999 and can order the company to cancel your subscription, refund all wrongful charges, and pay you compensation.

Lodging a complaint with the MDTCCL

The Ministry of Domestic Trade and Cost of Living enforces consumer protection law in Malaysia. You can lodge a complaint online at mdtccl.gov.my or by visiting your nearest state ministry office. Provide your complaint in writing, include all relevant documentation, and ask the ministry to investigate whether TNB's refusal to cancel breaches the Consumer Protection Act 1999. The MDTCCL typically responds within 30 days and can compel TNB to comply.

Throughout this process, Tocancel is here to guide you. Our mission is to help you understand your rights and take confident action. Tocancel has helped thousands of consumers cancel subscriptions and recover refunds they were owed, and we're ready to help you do the same with TNB GET.

Key takeaways: your action plan to cancel TNB GET

Cancelling TNB's Green Electricity Tariff is straightforward if you follow the right steps and time your request correctly. Here's what you need to do now.

Step 1: Check your contract end date today. Log into myTNB and find the exact date your GET contract expires. Count back 14 days - that's your cancellation deadline. If you're already past that date, expect a renewal to have occurred, and plan to cancel immediately to stop the next charge.

Step 2: Cancel via myTNB this week. Use the portal to submit your cancellation request, take a screenshot, and save the confirmation email. This is faster and cleaner than calling or emailing. If the portal isn't working, call 1300-88-5454 and ask for a reference number.

Step 3: Verify cancellation on your next bill. Once your next bill arrives, scan it for any GET charges. If none appear, you're done. If charges do appear, contact TNB immediately with your cancellation proof and escalate to Tocancel for advice on next steps.

Step 4: Claim your refund if eligible. If you were on a multi-year contract, watch for a credit to appear on your account within 30 days. If it doesn't, email [email protected] and ask TNB to process the refund to your bank account.

Malaysian consumer law (the Consumer Protection Act 1999) is on your side. TNB cannot lock you into unwanted charges or refuse to cancel without a valid reason. By following this guide and using the tools Tocancel provides, you take control of your bill and stop paying for services you no longer want.

Contact TNB to confirm your cancellation

If you need to reach TNB by mail or in person after cancellation, send your confirmation and any follow-up queries to the address below.

TNB Platinum (Head Office and Main Cancellation Address)
No. 3, Jalan Bukit Pantai
Bangsar
59100 Kuala Lumpur
Malaysia

Telephone: 1300-88-5454
Business hours: Monday to Friday, 8:00 AM to 7:00 PM; Saturday, Sunday and Public Holidays, 8:00 AM to 5:00 PM
Email: [email protected]
Website: tnb.com.my

Alternative contact: Investor Relations Office, TNB Platinum, same address as above.

Keep a copy of this guide and your cancellation confirmation together. If TNB charges you again or disputes your cancellation, you have the proof you need. Tocancel has helped thousands of consumers cancel unwanted services and recover refunds, and we stand ready to support you if you encounter any resistance. Your right to cancel is clear under Malaysian law - now you have the steps to exercise it.