FREQUENTLY ASKED QUESTIONS (FAQs)

  1. What Are The Different Customer Groups In SEC?
  2. How Do I get Electricity Into My Facility?
  3. Where Do I apply For Quotations, Connection Or Reconnection?
  4. When Can I Apply For Electricity Quotation Or Connection?
  5. What Are The Application For Quotation Requirements For Domestic Customers?
  6. What Are The Requirements For Schemes When I Apply For A Scheme's Quotation?
  7. How Do I Apply For Irrigation Schemes Or Business Quotation?
  8. How Do I Track My Application For Quotation?
  9. How Do I Apply For Domestic Connection?
  10. When Can I Apply For A Reconnection?
  11. How Do I Track My Application For Connection?
  12. How Do I Disconnect My Prepaid Account?
  13. How Do I Disconnect My Postpaid Account?
  14. When Is Meter Reading Done?
  15. Why Does SEC Do Estimates?
  16. How does SEC do Its Billing?
  17. When Are Bills Payable?
  18. What If I Doubt My Meter Readings?
  19. Why Do I Get Disconnected?
  20. How Can I Manage My Electricity Bill?
  21. ACTUAL BILL FOR FAULTY METERS WHICH ARE CONVERTED TO PREPAID
  22. INDIVIDUALS - EXISTING
  23. What Are My Obligations And Responsibilities Once I am Connected?
  24. What Are The Requirements For Installation Of Electricity For Irrigation Schemes?
  25. What Are The Requirements For Installation Of Electricity For Business Premises?
  26. What Are The Requirements For Disconnecting A Business Account?
  27. What Is A Scheme?
  28. What Are Services As Opposed To A Scheme?
  29. How do I apply for an individual account when there is an existing metre/ account?
  30. When can I apply for such an account?
  31. When can I apply for such an account e.g. when there's wiring/ what if there is no wiring?
  32. Individuals Scheme

PREPAID
  1. I Have Just Been Converted To Prepaid, What Should I Do?
  2. Can I Close Or Deactivate My Account Temporarily?
  3. I Will Be Away For Quite Some time, Will I Still Be Charged For The Monthly E55 Minimum Service Charge?
  4. Why The Minimum Service Charge Because I Am On Prepaid
  5. Can I Transfer My Prepaid Card Account?
  6. How do I track progress on the transfer of my account?
  7. Are Business- Account Transfers Allowed If I sell My Business?
  8. How Do I Close My Business Account With SEC?
  9. What Is The Fault Reporting Procedure?
  10. Can My Account Be Terminated?
  11. I am not happy with the way my query is being addressed, who do I contact?

What Are The Different Customer Groups In SEC?

SEC has the following customer groups;

  • Domestic S1/ S10/ S8
  • General purpose S2
  • Commercial S3
  • Small commercial S3
  • Irrigation K4/K5/ K6 (K is not under prepaid)
  • Industrial K5 K6

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How Do I get Electricity Into My Facility?

Below are the steps that one must follow to get electricity into your home or business if it is entirely new and does not have an account with SEC or an SEC meter.

  • Apply for a quotation if there is no existing meter in the facility
  • Apply for Connection once you have received your quotation
  • Testing will be done once your application for connection is received. If your house fails the test then you will be charged E170 for each subsequent retest
  • Connection will be done if your house or facility passes the test. However, you can also apply for a reconnection whereby you simply fill in the application for reconnection form.

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Where Do I apply For Quotations, Connection Or Reconnection?

Every customer must apply at the nearest revenue office (but internally each revenue should have all application booklets for the other depots) Manzini (regional), Matsapha, Malkerns, Piggs Peak, Hluti, Nhlangano, Mbabane (plaza, headoffice), Siteki, Mhlume, big bend

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When Can I Apply For Electricity Quotation Or Connection?

This is entirely up to the customer. If it is an entirely new account you can apply for a quotation when your house is still in the foundation. When it is an existing structure you can apply when you decide to do the wiring of your house. You can only apply for connection if there is a quotation that has been fully paid for. Alternatively if there is an existing meter you can apply for a reconnection if you have all the requirements for reconnection. Wiring of your structure is your responsibility and you must ensure you have used a qualified electrician.

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What Are The Application For Quotation Requirements For Domestic Customers?

Visit your nearest SEC revenue centre where an SEC Consultant will help you fill an application for quotation form. Please also bring the following;

  • E20 application fee for quotation
  • Fill in application form and drop it at the SEC Revenue office
Your quotation will be posted to you within 6 weeks and is valid for only 3 months.

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What Are The Requirements For Schemes When I Apply For A Scheme's Quotation?
  • E20 application fee per head if you have less than 5 members. If scheme has more than five members then you pay E110 for all. However, if scheme has service proposals individual member pays E20 per head
  • Fill in application form and submit it at your nearest SEC Revenue office
  • Your quotation will be done within 20 days
  • Your quotation is normally sent via post but you can also collect it. Please indicate how you want to receive your quotation
  • A quotation is only valid for only 3 months

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How Do I Apply For Irrigation Schemes Or Business Quotation?
  • E20 application fee for quotation (1 receipt) and state your anticipated monthly electricity consumption
  • Fill in the application form
  • Quotation within 6 weeks
  • Implementation for connection will be within 6 weeks provided full payment has been made on quotations

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How Do I Track My Application For Quotation?
  • Use the series number which is in red located in the top right hand corner
  • Use your quotation reference number for tracking quotation (after 6 weeks) copy DQP even distribution/ clerk) and push to Call Centre

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How Do I Apply For Domestic Connection?
  • Proof of full payment of quotation (receipts)
  • Pay admin fees (E110)
  • Fill in blue form (copy of ID, passport sized photo, yellow form (Form C) with electrician's certified copy of ID and qualification (grade test), 3 traceable references
  • Property owner form if you are tenant including lease agreement (teacher, nurse, firemen)
  • If you are a customer with a conventional metre then you must ensure that you and your electrician have made provision for an approved meter box. Connection should be done within 30 days if it is a connection needing capital work. However, for a direct service connection it should be done within 14 days.

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When Can I Apply For A Reconnection?
  • Within 48 hrs with conditions

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How Do I Track My Application For Connection?
  • Call the Call Centre or visit the commercial office and use the reference number that begins with an alphabet Z. This is the number that comes with your quotation.
  • Buying must include the ref number provision in the drc form

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How Do I Disconnect My Prepaid Account?
  • Bring prepaid card
  • Fill up disconnection form
  • No refunds for units or transfer for units

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How Do I Disconnect My Postpaid Account?
  • Bring your recent bill and fill in the disconnection form which you will get from the SEC Revenue office
  • Then settle your account and wait for two more bills resulting in a final bill

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When Is Meter Reading Done?
  • Meter reading cycles are planned to span uniform periods as much as possible, with the average being 30 days between readings
  • However, weekends and public holidays do affect the cycles, resulting in ranges between 25 and 35 days for certain months

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Why Does SEC Do Estimates?
  • It is not SEC's intention and desire to do bill estimates but these are sometimes done due to inaccessibility to customers' facilities due to dogs, security systems etc
  • However, SEC will also do bill estimates if a customer's meter was not included in a monthly billing run.

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How does SEC do Its Billing?

For customers not on prepaid and on conventional metering, electricity bills are processed monthly. The following information is given in the consumer's bill;

  1. Customer's name, installation number, addresses and account number.
  2. Statement date and tariff category.
  3. Date of meter reading
  4. Date up to which credits are included
  5. Previous balance, any adjustments effected, as well as payments.
  6. Meter number
  7. Current meter reading as well as the previous reading.
  8. KWh consumed and charges payable.
  9. Amount due, and date due.

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When Are Bills Payable?

Electricity bills are due and payable within 15 days from the date of the bill. Any bills outstanding after due date may lead to the disconnection of the supply to the concerned premises without any further warning. You have right to query your bill with your nearest SEC Revenue office and you can follow up your case with the departmental revenue accountants in Manzini Regional offices, Siteki Regional Offices and Mbabane Regional Offices at the SEC Head Office

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What If I Doubt My Meter Readings?

If you have any reason to believe that your meter is not registering correctly then you may give SEC a written notice and request the metre for the meter to be tested. The requirements are as follows;

  • You pay E180 for the test charge and SEC´s Technicians will test the meter at your premises
  • You will be refunded if the test proves the meter is indeed registering incorrectly. The meter is deemed to be registering within the statutory limits of 2.5% fast and 3.5% slow
  • If after testing the meter, SEC is satisfied that the meter is not registering correctly, a reasonable estimate of the units supplied is made and the account for that month is based on such estimate

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Why Do I Get Disconnected?

This will be affected by SEC if the customer has skipped paying his monthly bills. To get reconnected please enquire through our Toll Free Line 8009000 or nearest SEC Revenue Centre so that you can be advised to make payment arrangements

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How Can I Manage My Electricity Bill?

Different electrical appliances have different power ratings resulting in different electricity consumption. The amount of electricity that you pay for depends on the amount of electricity used over a given period as given measured in kilowatt-hours (kWh) commonly referred to as units. Below are some tips on how you can reduce consumption;

  • Use cooking utensils with flat bottoms and tight fitting corners; also ensure that pots and pans completely cover the stoves' plates
  • Use a pressure cooker when cooking food that takes a longtime to cook such as pot roasts, stews and steamed puddings. Avoid overcooking your vegetables since this takes nutrients away and wastes your electricity

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ACTUAL BILL FOR FAULTY METERS WHICH ARE CONVERTED TO PREPAID
  • We look at your consumption history and if you are not satisfied we go onsite and do an inspection
  • You have right to query your bill with your nearest SEC Revenue office and you can follow up your case with the departmental revenue accountants in Manzini Regional offices, Siteki Regional Offices and Mbabane Regional Offices at the SEC Head Office
  • Read actual bills for at least 3 months

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INDIVIDUALS - EXISTING

Same process but when applying carry proof (bill/ prepaid card)

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What Are My Obligations And Responsibilities Once I am Connected?
  • You don't connect electricity to another house or unauthorized connections
  • You don't fiddle or tamper (bypass) with any SEC property e.g. meter, comms wire or prepaid meter (CIU)
  • Reporting of faults
  • Payment of bills
  • Load units in sequence of buying

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What Are The Requirements For Installation Of Electricity For Irrigation Schemes?
  • Show proof of full payment of quotation (receipts)
  • Pay a deposit fee E5000
  • Fill in the yellow connection forms
  • Provide a copy of IDs, passport sized photos, yellow form (Form C) with electrician's certified copy of ID and qualification (grade test)
  • Provide a list of 3 traceable references
  • Show us your bank account details in bank letter heads or in a cancelled cheque
  • Complete surety form

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What Are The Requirements For Installation Of Electricity For Business Premises?
  • Proof of full payment of quotation e.g. receipts
  • Pay a security deposit fee
  • Fill in yellow connection forms
  • Provide a certified copy of directors' IDs, passport sized photos of directors
  • Bring completed yellow form (Form C) with electrician's certified copy of ID and qualification (grade test)
  • Provide 3 traceable references directors
  • Provide your bank account details, certified copy of trading license, company stamp
  • Surety form
  • Certified copy of lease agreement and property owner form

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What Are The Requirements For Disconnecting A Business Account?

It is in your interest to make sure that termination / discontinuation of supply forms are completed when vacating premises. Failing to complete the termination/ discontinuation of supply forms makes you liable for payment of the bills which might arise out of consumption well after you vacated the premises. To discontinue supply;

  • Bring your prepaid card or bill and settle your bill
  • Given two working days notice, supply shall be switched off on the date and time requested
  • The final account will normally be ready within two weeks of termination of supply

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What Is A Scheme?

Schemes are the same but difference is the funding (Microprojects/ Tinkhundla/ Natural Resources/ Businessmen)

  • Formed by two or more people who will share one or more transformers
  • Preferably closely located to each other
  • With aim of sharing cost that is affordable of bringing close to their premises
  • It can fail (non payment of required amount, availability of services) but can qualify as a service

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What Are Services As Opposed To A Scheme?
  • Line existing and transformer there and formed by two or more people
  • Formed by more than ten or more people who want to source funding for the purposes

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How do I apply for an individual account when there is an existing metre/ account?

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When can I apply for such an account e.g. when there's wiring/ what if there is no wiring?

At anytime convenient to the customer

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Individuals Scheme
  • How do we form an electricity scheme?
  • Which kind of scheme is required and which one is recognized?
  • How do we apply as a scheme?
  • What documents are required from the scheme and from the members?
  • What is involved in this process?
  • How long should be the process?
  • How do we/ I track our scheme's application?
  • What are our/my scheme's obligations and responsibilities once I get activated?
  • Is there after sales service and what does it entail?
  • How do I pull out of a scheme and apply individually and what does this imply?

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PREPAID
I Have Just Been Converted To Prepaid, What Should I Do?

The SEC contractor should have left 30 units installed in the meter which you will have to pay for on activation. You can call the SEC Toll Free line 8009000 to get the steps that you should take. However, you can do the following;

  • Go to the nearest SEC Revenue and bring the meter card that was left by the SEC contractor and as well as your last bill
  • When you get to the SEC Revenue centre you can request to be 'activated', that is, to be enabled to buy electricity units
  • If you are found to be owing then speak to the Revenue Consultant and make arrangements to settle
  • Buy units and request to get some brochures (one on tariffs, one on electricity saving, one on prepaid vendor list, one on prepaid meters,

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Can I Close Or Deactivate My Account Temporarily?

SEC does not allow for temporal account deactivation or suspensions. If you are away the normal minimum service charges will still continue to apply and they will accumulate and you will have to settle them.

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I Will Be Away For Quite Some time, Will I Still Be Charged For The Monthly E55 Minimum Service Charge?

Yes you will still be charged the minimum service charge which will accumulate and you will have to settle it on your return. The minimum E55 service charge will be used to maintain and service the idle infrastructure which can be susceptible to weather elements or incidents.

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Can I Transfer My Prepaid Card Account?

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How do I track progress on the transfer of my account?

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Are Business- Account Transfers Allowed If I sell My Business?

Account transfers are only allowed if the necessary accounts have been settled and there is a proof of change of ownership. We will require details of the new account holders such as their certified copies of their IDs, bank account details

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How Do I Close My Business Account With SEC?

To close your business account we demand the following;

  • A signed letter in company letter heads stating the request for closure or sale of the business
  • Full payment of the account
  • And the prepaid card if you were already on prepaid or a bill if you are on postpaid

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What Is The Fault Reporting Procedure?

For your convenience SEC operates a 24hr faults attendance at our depots and Call Centres. SEC has a SCADA system which enables SEC to remotely monitor SEC's distribution and transmission network infrastructure. However, the SCADA network does not pickup individual faults. Before you log a call verify if your main switch or circuit breaker in your distribution board is ON. If only part of your installation say some lights or socket outlets are not working then check your Individual faults can be reported as follows;

  • Call the Call Centre at 800 9000 between 6 A.M. until 10P.M. weekdays and 8A.M. until 7P.M. on weekends and holidays. After hours you can call your nearest depot and state your name, physical address and where possible a brief description of the fault and indicate if it is affecting other consumers as well
  • The depot should give you a reference number once you have logged a call
  • SEC undertakes to restore electricity supplies within 6o minutes for low voltage faults and 2 1/4 hours for high voltage faults within 50kms of radial distance
  • SEC also undertakes to restore electricity supplies within 48 hours of logging the fault if there has been a storm
  • Should you not be satisfied then you can request to speak to the depot Branch Superintendent
  • If you are not satisfied with the response by the Branch Superintendent then you can call the Distribution Manager at 7602 and thereafter the Marketing Manager at 7602 and thereafter the GM Customer Services at 7602
  • It is requested that you follow this protocol and exercise patience

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Can My Account Be Terminated?

Yes every account can be terminated provided the necessary channels are followed to the latter. This can be due to financial reasons, failure to comply with SEC requirements, safety etc

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I am not happy with the way my query is being addressed, who do I contact?

You have the right to take your query further if you are not satisfied. The following are people you can contact;

  • Marketing & Commercial Manager - 7602 8719 or 2409 4293
  • Corporate Communications Manager - 7602 9589 or 2409 4190

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Find Us

Physical Address:
Eluvatsini House,
Mhlambanyatsi Road,
Mbabane

Coordinates:
Latitude: -26.335095397
Longitude: 31.13400936

PO Box 258
Mbabane, Swaziland

Tel: (00268) 2 409 4000

Fax: (00268) 2 404 2335

Email: info@sec.co.sz