Meralco FAQs during COVID-19
Meralco is implementing these guidelines to continue serving your needs and fulfilling our obligations.
Updated as of January 14, 2021
Please click on the category of your business’ concern below to learn more. For residential customers, you may visit https://company.meralco.com.ph/faqs-during-covid-19-times
To further clarify the new announcement on disconnection as of December 20, 2020, click here.
Payment Options for Corporate Bills
1. What are the available payment channels to settle my bill?
To avoid accumulating monthly bills, we are encouraging you to pay through your preferred and most convenient payment channel.
The Customer Payments Office (Ground Floor, Meralco Lopez Bldg., Ortigas Avenue, Pasig City) is open to accept walk-in payments.
|
Day |
Time |
|
Monday – Friday |
9:00 AM – 3:00 PM |
|
Saturday |
9:00 AM – 12:00 PM |
We also recommend the following payment channels in the settlement of your corporate bills:
|
A) Transactions at our Business Centers |
Our Business Centers are ready to accept payments, service application, concerns, and inquiries. For more details on Business Center Operations, please visit this site: https://company.meralco.com.ph/faqs-during-covid-19-times |
|
B) For Authorized Withholding Agents (AWA) |
Please contact your Payment Specialist before conducting payments through our Third Party Agents (TPA). There is a pre-payment step required to reserve the AWA, before payment can be done. For Authorized Withholding Agents (AWA), the following banks have a CWT printing facility:
|
|
C) Via Automatic Payment Arrangement (APA) |
You can sign up to automatic payment arrangement (APA) through your bank or credit card. Please get in touch with your bank for details. |
2. Can I pay for my bills in full?
Yes, if your company has the means, we encourage timely settlement of each bill to help manage your cash flows. You may refer to the item above for the available payment channels for corporate customers.
Installment Payment Agreement (IPA)
1. Which bills are covered by the installment plan and when will it start?
To ease your payment burden, the Energy Regulatory Commission (ERC) directed all distribution utilities to provide an installment plan to their customers. Accordingly, you are entitled to this installment plan for bills originally falling due from March 1 to May 31, 2020.
Your first installment is due starting July 15, 2020.
You will receive a separate installment bill that is due every 15th of the month.
2. What are your guidelines on the installment plan?
- If you consumed 200 kWh or lower based on your February 2020 bill, , you are entitled to pay your bills originally falling due from March 1 to May 31, 2020 in six equal monthly installments
- If you consumed 201 kWh or higher based on your February 2020 bill, you are entitled to pay your bills originally falling due from March 1 to May 31, 2020 in four equal monthly installments.
3. Why is the installment plan based on the February 2020 consumption?
- Consumption in February is actual and not estimated
- February 2020 is the month immediately preceding the ECQ period, hence will provide information on latest normal / non-ECQ customer consumption behavior
4. Is my February bill included in the installment option?
No, February bills with due date before March 1, 2020 are not qualified for the installment option.
5. Can I pay for my installment bill together with my regular monthly bill?
Yes, regular bills and installment bills may be paid at the same time
No more ATM and Meralco Reference Numbers that expire every month. Just use your permanent 10-digit Customer Account Number (CAN) to pay thru our authorized payment partners anytime, anywhere.
6. Do I need to bring a copy of my installment bill when paying?
Yes, make sure to bring a copy of your installment bill when paying for your installment bill. If you will also be paying for your regular bill, please bring a copy of your regular bill as well.
7. I am currently enrolled on Automatic Payment Arrangement (APA). Is my installment bill part of the APA?
Installment bills are now automatically enrolled under Automatic Payment Arrangement (APA).
8. I don’t want to avail of the installment plan. Can I settle my bills in full?
Yes, you can. You may refer to the Payment section for the available payment channels for corporate customers. Make sure to pay your bills in full before the installment bill is generated so your succeeding bills will no longer show the payable installment for your March 2020, April 2020, and/or May 2020 bills.
Meter Reading
1. Have you resumed regular meter reading?
Yes. We have deployed our meter readers last April 11. Any bills based on estimated consumption that you may have previously received during March 2020, April 2020, and/or May 2020 will be replaced based on the actual meter reading.
2. How can you assure me that field personnel (meter reader, field rep and bill courier) are following safety protocols?
Our field personnel follow safety protocols and use Personal Protective Equipment (PPE) - face shield, mask and gloves, when performing their duties. To ensure their safety, we also conduct daily health checks before they are deployed.
3. What if our business is closed and you have no access to our meter?
For customers whose meters are within temporarily closed premises, please give us access to read your meter. Otherwise, we will have to continue estimating your bill until access is given. For any concerns, please contact your dedicated Relationship Manager, email us at customercare@meralco.com.ph , or call our business hotline 16210.
4. How do I read my meter?
For more information, you may visit this site: https://residential.meralco.com.ph/billings-and-payments/understanding-your-bill
Billing
(Note: In case you have an existing contract with a Retail Electricity Supplier (RES), you are advised to further clarify your billing concerns with your RES.)
1. How can I have a copy of my bill?
If you would like to receive an electronic copy of your bill, you may e-mail any of the following contact persons for this request:
- Central Payments – pbevangelista@meralco.com.ph
- North Payments – mbagalicia@meralco.com.ph
- South Payments – kjmoviedo@meralco.com.ph
- National Government accounts – jdcanlas@meralco.com.ph
2. Are there other ways I can access my bill?
- For a customer with an existing Meralco Online account: You will be able to see your bill/s in your Meralco Online account.
- For a customer with no existing Meralco Online account, please refer to the Meralco Online section below for the pre-enrollment requirements.
3. How will I be billed for my consumption during the Enhanced Community Quarantine?
If you received estimated bills for March 2020, April 2020 and/or May 2020, you are advised to disregard these estimated bills. You may have received or will be receiving new bill/s for March 2020, April 2020 and/or May 2020. These new bills are based on actual meter reading.
4. How did you determine the demand reflected in my new March 2020, April 2020 and/or May 2020 bills?
The demand (kW) reflected in your bill/s is based on the following:
- For customers with load profile meters, on actual load profile data registered in the meters.
- For customers without load profile meters, on actual consumption (kWh) registered in the meters.
5. How does bill estimation work?
Your estimated bills during March 2020, April 2020, and/or May 2020 were based on your average daily kWh consumption for the past 3 months:
|
Months with estimated bills |
Basis for Estimation Ave. Daily Consumption for the ff. months: |
|
March 2020 |
December 2019, January and February 2020 |
|
April 2020 |
January, February and March 2020 |
|
May 2020 |
February, March and April 2020 |
6. What bills will I be receiving now?
You would have received your new March 2020, April 2020 and/or May 2020 bills to replace previously estimated bills. Likewise, you would have received your June 2020, July 2020, August 2020 bills and/or September 2020 bills. We sincerely apologize for the delay and any inconvenience this may have caused.
The above-mentioned bills are now based on actual meter reading. Please disregard estimated bill/s you may have received for March 2020, April 2020 and/or May 2020.
In some areas, our meter readers were unable to read your meter for the past months due to the implementation of ECQ/MECQ and inaccessibility of your meter. Thus, we were unable to generate your bills on time and your bills were delayed. For those who have yet to receive their new bills, we sincerely apologize for the delay and inconvenience. We assure you that we are exerting all efforts to deliver these new bills to you at the soonest possible time.
7. How do I know if my bill is based on actual meter reading?
Please refer to page 2 of your bill. If ALL the columns “PREV RDG” (previous meter reading), “PRES RDG” (present meter reading), “MULT” (multiplier) and “REGISTERED” on the upper left side contain numbers, then your bills are based on actual meter reading. Otherwise, it is estimated
8. How will I know if I received a new bill?
Please refer to page 1 of your bill. Under “Billing Info”, “Bill date” and “Due Date” should reflect the current month or the month when the new bill was received. But the “Meter Reading Date” and “Billing Period” reflect the months of March 2020, April 2020, or May 2020.
9. I stopped/reduced my operations during ECQ but my bills are still high. Do I have to pay for these?
If you have low to zero consumption during ECQ but still got high bills, it is because your bills were estimated based on your consumption pre-ECQ which were higher than your current consumption.
If you received estimated bills for March 2020, April 2020 and/or May 2020, you are advised to disregard these estimated bills. You may have received or will be receiving new bill/s for March 2020, April 2020 and/or May 2020. These new bills are based on actual meter reading and will be included in the installment plan, or you have the option to pay for the total amount in full.
10. Do I still need to pay for Guaranteed Minimum Billing Demand (GMBD) for the months of March to May 2020?
To further ease your payment burden, Meralco has suspended the Guaranteed Minimum Billing Demand (GMBD) for bills dated March 16 to June 30, 2020 for all Meralco business customers.
Please refer to the charts below for more details on the GMBD suspension:
11. What are Meralco’s guidelines on the Guaranteed Minimum Billing Demand (GMBD)?
Meralco resumed the implementation of the Guaranteed Minimum Billing Demand (GMBD) as of January 1, 2021 for all customers on demand-based billing.
12. How will I know if payments for my estimated March 2020, April 2020, and/or May 2020 bills have been properly accounted for?
In case you have paid any of your estimated bill/s, these payments have been properly accounted for as credits. These credits will first be applied to your unpaid balance from previous bills, if any. Otherwise, the credits will be applied to your succeeding bill/s. Please check page 2 of your bill under the section on “Applied Credits”.
However, unpaid balances from previous months will still be reflected as balance from previous billing.
13. I saw an announcement that says the collection of the Universal Charge-Environmental Charge is suspended (UC-EC). How will that affect my bill?
Based on the Energy Regulatory Commission (ERC) Advisory released last May 22, 2020, the collection of the Universal Charge-Environmental Charge (UC-EC) equivalent to PHP 0.0025/kWh is suspended until further notice.
Example:
June bill: 1,000 kWh
Savings: PHP 2.50
However, the following Universal Charges will remain:
- Universal Charge-Missionary Electrification: P 0.1561/kWh
- Universal Charge-Stranded Debts: P 0.0428/kWh
14. Why is there a Meter Reading cost refund? Will I get it?
Meralco implemented a one-time refund of the meter reading costs for customers whose meters were not read during the ECQ/MECQ period (March 16 to May 31, 2020). This refund can be found as a separate line item, tagged as “Meter Reading Cost Refund," in the Applied Credits section of your bill.
15. I paid for my Proration Adjustment reflected in the August 2020 bill. The same amount appears in my September 2020 bill as Unpaid Balance. Can you check on this?
We apologize for this and we assure you that your payment has been received in our system. Your August 2020 bill is still in the unpaid section and will be transferred to the paid section once system update is done.
Delayed Bills
1. Why were my bills delayed?
In some areas, our meter readers were unable to read your meter for the past months due to the implementation of ECQ/MECQ and inaccessibility of your meter. Thus, we were unable to generate your bills on time and your bills were delayed.
For those who have yet to receive their new bills, we sincerely apologize for the delay and inconvenience. We assure you that we are exerting all efforts to deliver these new bills to you at the soonest possible time.
2. I already got March 2020, April 2020, and May 2020 bills before then you sent me these bills again with a different amount. Which one is correct?
Please set aside the bills you previously received as these were based on estimated consumption. The new bills you will be receiving now (or have received) are already based on actual consumption and will be included in the installment plan.
3. I already paid the estimated bills you sent me before. Where did my payments go?
In case you have paid any of your estimated bill/s, these payments have been properly accounted for as credits. These credits will first be applied to your unpaid balance from previous bills, if any. Otherwise, the credits will be applied to your succeeding bill/s. Please check page 2 of your bill under the section on “Applied Credits”.
4. What will be my installment plan since my bills are delayed?
Any unpaid balance from your March to September 2020 bills will be included in an installment plan. Your first installment will be due starting November 15, 2020. You will receive a separate installment bill that is payable every 15th of the month.
a. For customers with an existing installment plan:
- Your existing installment plan will be restructured to include your June 2020, July 2020 and/or August 2020 bills. You will receive a new installment bill reflecting the revised installment amounts and installment payment dates. Any payments made to previous installment bill/s have been accounted for.
- If you consumed 200 kWh or lower based on your February 2020 bill, you are entitled to pay your bills in six equal monthly installments. If you consumed 201 kWh or higher based on your February 2020 bill, you are entitled to pay your bills in four equal monthly installments.
b. For customers without an installment plan at this time:
- For customers who received March 2020, April 2020 and/or May 2020 bill/s as well as your June 2020, July 2020 and/or August 2020 bills: Kindly refer to section 3.a.ii. above for your installment schedule.
- For customers who received June 2020 and/or July 2020 and August 2020 bills: You can pay your bills in four equal monthly installments.
Understanding your March 2020 to May 2020 Bills - print ad as of July 2020
Please refer to the file below for the Meralco Advisory as of July 2020:
- This Meralco Advisory applies to Meralco business customers who have received and will be receiving their new bill/s for March 2020, April 2020, and/or May 2020. These new bills are based on actual meter reading. Meralco business customers who received estimated bills for March 2020, April 2020, and/or May 2020 are advised to disregard these estimated bills.
- This Meralco Advisory applies only to Meralco business customers with demand-based billing. Meralco business customers who are not on demand-based billing should refer to the Meralco advisories for residential customers.
|
Meralco Advisory - July Updates for Business Customers |
Updates for Business Customers on Demand-Based Billing – as of August 2020
|
August Updates for Business Customers |
Meralco Online
1. How do I enroll my company to Meralco Online?
- Beginning July 1, 2020, the standard requirements will apply for enrollment. Please send the standard requirements (or refer to the list below) to your dedicated Relationship Manager.
- For those who have been enrolled from March 19 – June 30, 2020, kindly submit the standard requirements to your dedicated Relationship Manager within 120 days beginning July 1, 2020, if you haven’t provided them yet. Non-submission of the standard requirements within the said period will result to disenrollment of the company’s account/s.
Standard Requirements (effective July 1, 2020)
- Accomplished authorization letter and list of users form, signed by the company’s highest ranking officer (if not, the corporate secretary’s certificate must be submitted)
- Valid Government-issued IDs of the signatory and designated users
- Latest General Information Sheet
- Letter of Undertaking – if requirements are incomplete
Service Application
1. How can I apply for electric service?
We continue #SwitchingTheLightsOn for our customers. You may apply through any of the following:
- Via Meralco Online - https://online.meralco.com.ph/
- Send an e-mail to our Technical Services Group:
|
NORTH |
EAST |
WEST |
SOUTH |
|
Gregory Gene A. Mina Technical Services Lead, North |
Sherwin Raymond B. Palmero Technical Services Lead, East |
Elefren S.B. Antonio Technical Services Lead, West |
Jason B. Elamparo Technical Services Lead, South |
|
Email: ggamina@meralco.com.ph; |
Email: srbpalmero@meralco.com.ph; |
Email: group.cbg.west.technical.services@meralco.com.ph
|
Email: jbelamparo@meralco.com.ph; group.cbg.south.technical.services@meralco.com.ph
|
|
VALENZUELA |
RIZAL |
MANILA |
MUNTINLUPA |
|
MALABON |
MARIKINA |
MANDALUYONG |
LAGUNA |
|
CALOOCAN |
PASIG |
PASAY |
CAVITE |
|
NAVOTAS |
MAKATI |
SAN JUAN |
|
|
PORTIONS OF QUEZON CITY (NORTHERN SIDE OF QUEZON AVE.) |
PATEROS |
PORTIONS OF QUEZON CITY (SOUTHERN SIDE OF QUEZON.AVE) |
BATANGAS |
|
BULACAN |
TAGUIG |
PARANAQUE |
QUEZON PROVINCE |
|
|
|
LAS PINAS |
|
2. What are the requirements when applying for electric service?
- a. Letter of request for electric connection with contact person and location sketch
- b. Authorization Letter for contractors/representatives
- c. Electrical Plan and Load Schedule – signed and sealed by a Professional Electrical Engineer
- d. SEC Registration
- e. BIR Certificate of Registration
- f. Authorization Letter for customer representative
- g. General Information Sheet (GIS)
- h. Valid ID’s
- i. Secretary Certificate for the signatory of contract
- j. Authority to Occupy Docs (TCT/Deed of Sale/ Lease Contract)
- k. Site Development
- l. Certificate of Final Electrical Inspection
- m. Vault Room Plan / Transformer Pad Plan for applications involving installation of Meralco Padmounted Transformer and Primary metering vault
Items A to C are the initial requirements needed in order to initiate a field survey/evaluation.
3. How can I submit the needed requirements for my application?
We continue to accept and process service applications so that you can proceed with your business plans. Submission of application requirements will be done through digital channels.
- Via Meralco Online - https://online.meralco.com.ph/
- Send an e-mail to our Technical Services Group:
|
NORTH |
EAST |
WEST |
SOUTH |
|
Gregory Gene A. Mina Technical Services Lead, North |
Sherwin Raymond B. Palmero Technical Services Lead, East |
Elefren S.B. Antonio Technical Services Lead, West |
Jason B. Elamparo Technical Services Lead, South |
|
Email: ggamina@meralco.com.ph; |
Email: srbpalmero@meralco.com.ph; |
Email: group.cbg.west.technical.services@meralco.com.ph
|
Email: jbelamparo@meralco.com.ph; group.cbg.south.technical.services@meralco.com.ph
|
|
VALENZUELA |
RIZAL |
MANILA |
MUNTINLUPA |
|
MALABON |
MARIKINA |
MANDALUYONG |
LAGUNA |
|
CALOOCAN |
PASIG |
PASAY |
CAVITE |
|
NAVOTAS |
MAKATI |
SAN JUAN |
|
|
PORTIONS OF QUEZON CITY (NORTHERN SIDE OF QUEZON .AVE) |
PATEROS |
PORTIONS OF QUEZON CITY (SOUTHERN SIDE OF QUEZON.AVE) |
BATANGAS |
|
BULACAN |
TAGUIG |
PARANAQUE |
QUEZON PROVINCE |
|
|
|
LAS PINAS |
|
4. Can Meralco conduct a field survey and check our electrical facilities?
Yes, Meralco can conduct a field survey and our personnel will follow the guidelines considering social distancing and sanitizing procedures.
As much as possible, the field personnel will conduct inspection from his/her vehicle specially in cases that the service entrance is along the street/road
5. How can I pay for my deposit/cash advance for my service application?
Please get in touch with your Technical Services Engineer (TSE) handling your account for the next steps / available options in the settlement of deposit / cash advance.
6. How can I sign my contract for my service application?.
Please get in touch with your Technical Services Engineer (TSE) so he/she can send you a copy of the contract for your signature. Electronic copies of contracts and charge letters will be sent through email. After signing, you have to send back a photo/scanned copy of the contract to your TSE. If this option is not feasible for you, please advise your TSE so he/she can discuss alternative options with you.
Reporting Outages and Other Concerns
- Call your Relationship Manager or the Meralco Business Hotline at 16210.
- You may also view or report an outage via this link: https://online.meralco.com.ph/customers/s/outagemap
- You may also find your Relationship Manager here: https://corporatepartners.meralco.com.ph/contact-us/find-your-relationship-manager
