Tenaga Nasional Berhad
Over Voltage Information System (OVIS) — Nationwide Public Complaint & Resolution Platform
01 // The Challenge
Digitising TNB’s over-voltage complaint management for faster resolution, transparency, and improved public safety
Over-voltage incidents — where the electrical supply to a property exceeds safe operating levels — can cause significant damage to household appliances and electrical equipment, and in severe cases pose safety risks to residents and property. For Malaysia's national utility provider, managing public reports of these incidents is both an operational necessity and a public safety obligation.
Before OVIS, TNB had no dedicated system to receive, track, and resolve over-voltage complaints from the public. Residents reporting an incident would contact TNB through general channels, complaints would be logged manually, and the subsequent investigation and resolution process was coordinated informally — with no structured workflow for assigning investigations, recording findings, or communicating resolution outcomes back to the affected party.
This created visible gaps in TNB's public accountability on a sensitive issue. Complainants had no visibility of whether their report had been received or actioned. Investigation teams had no standardised process for documenting findings. Management had no reliable data on over-voltage incident volumes, geographic distribution, or resolution performance across the national network.
02 // The Solution
End-to-end platform for over-voltage reporting, investigation, resolution, and transparent case management.
Primus Core designed and built OVIS as TNB's dedicated over-voltage complaint and resolution management platform — covering the full incident lifecycle from initial public report through to formal resolution and closure.
The public-facing complaint module gave residents a structured, accessible channel to submit over-voltage reports — capturing the details needed to initiate an investigation: property address, incident description, date and time, contact information, and supporting evidence. The submission process was designed to be straightforward for non-technical users, reducing the barrier to reporting and improving the quality of information TNB receives.
The internal case management system routed each complaint to the relevant regional team, providing a structured workflow for investigation assignment, field visit recording, findings documentation, and resolution sign-off. Every action in the investigation process was logged, creating an auditable record from complaint receipt to closure. The resolution reporting module allowed TNB to communicate outcomes back to complainants and generate management reports on complaint volumes, resolution times, and geographic distribution across the network.
Engineered Integration & Tooling Stack
- Enterprise Systems
- Energy & Utilities
- Public Portal
- Complaint Management
- Data Management
03 // Direct Outcomes & Compliance
Centralised over-voltage reporting and resolution system replacing fragmented, manual complaint management.
Designed according to NACSA guidelines & ISO 27001 standards.
Technical Exploration
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