Meralco FAQs during COVID-19
Meralco is implementing these guidelines to continue serving your needs and fulfilling our obligations.
Updated as of April 30, 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
Transactions at our Business Centers
1. What’s the Business Center Office hours?
Meralco supports the fight against COVID-19. You may refer to this link for the updated schedule of our Meralco Business Centers: https://company.meralco.com.ph/faqs-during-covid-19-times
2. What safety guidelines can I expect when I visit Business Centers?
If there is an urgent need to visit our Business Centers, we have implemented general safety measures:
- a. Everyone is required to wear a mask and a face shield when entering the Business Center premises. No mask, no entry.
- b. Foot mats are provided at the entrances to sanitize your shoes.
- c. We will check your temperature prior to entry. Individuals with temperature of 37.5 degrees and above will not be allowed to enter.
- d. Those with cough and/or cold or manifest COVID-19-like symptoms will be not allowed to enter.
- e. Maintain a distance of 1.5 meters / 5 feet away from the next person. Stickers will guide you to observe social distancing.
- f. Alcohol dispensers are available at the entrances, payment and customer service counters for your use.
We ask everyone’s cooperation and understanding as we implement these guidelines for everyone’s safety. For any concerns, please contact your dedicated Relationship Manager, email us at customercare@meralco.com.ph , or call our business hotline 16210.
3. What are the safety measures Meralco has implemented in Meralco Business Centers?
- a. Meralco employees in Business Centers passed the rapid Covid-19 testing authorized by the Pasig City Health Office and The Medical City.
- b. We are working on skeletal force to observe strict social distancing.
- c. Acrylic barriers were installed as added precaution when transacting.
- d. Business Centers are undergoing assessment to improve indoor air quality.
- e. Business Center personnel will be in Personal Protective Equipment (PPE).
- f. A desktops station, the Virtual Customer Care, will also be available in case you would be comfortable to transact and interact with Work-From-Home employees via video call.
Disconnection updates based on 2021 Community Quarantine advisories
1. Will there be disconnection based on 2021 Community Quarantine advisories?
No, there will be no disconnection until May 14, 2021.
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.
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Day |
Time |
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Monday – Friday |
9:00 AM – 3:00 PM |
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Saturday |
9:00 AM – 12:00 PM |
We also recommend the following payment channels in the settlement of your corporate bills:
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A) Transactions at our Business Centers |
For more details on Business Center Operations, you may refer to the first section above or 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:
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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. |
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D) Others |
For other payment options, you may inquire thru:
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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. What were your guidelines on the installment plan last 2020?
- 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.
2. 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 through our authorized payment partners anytime, anywhere.
3. 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.
4. 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).
Meter Reading and Bill Delivery
1. Will meter reading activities be suspended?
No. Meralco will continue to read meters in accordance with the press statement of the Energy Regulatory Commission.
2. Will you stop your operations (field verification, meter reading, billing)?
No, we will not. We will continue onsite meter reading, field verification and bill deliveries. This is to ensure we avoid bill estimations.
3. How can you assure me that field personnel (meter reader, field rep and bill courier) are following safety protocols?
Our field personnel follow a set of 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 and interviews before they are deployed.
4. 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.
5. 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
6. Why are you delivering now when we are still on Community Quarantine?
As a utility, Inter-Agency Task Force (IATF) allowed Meralco to deliver bills except for areas on community lockdown.
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 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
4. 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.
5. 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.
Please refer to the charts below for more details on the GMBD suspension last 2020:
6. 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
7. 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.
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 |
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Email: ggamina@meralco.com.ph; |
Email: srbpalmero@meralco.com.ph; |
Email: group.cbg.west.technical.services@meralco.com.ph
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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 |
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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 |
|
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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 |
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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
