Meralco FAQs during COVID-19
Meralco is implementing these guidelines to continue serving your needs and fulfilling our obligations.
Updated as of April 18, 2022
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
Meter Reading and Bill Delivery
1. Will meter reading activities be suspended?
No, Meralco will continue to read meters. Your bill will be based on the reading displayed on your meter.
Your bill will be based on your meter’s reading.
2. Will you stop your operations (field verification, meter reading, billing)? How will I get billed since there’s a COVID-19 emergency? I don’t remember seeing the meter reader this month.
No, we will not. We will continue our vital operations such as 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 corporatepartners@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. Is Meralco allowed to deliver bills?
Yes. As a utility, Inter-Agency Task Force (IATF) allowed Meralco to deliver bills except for areas on community lockdown.
Business Center Operations
1) What’s the Business Center Office hours?
With the government’s announcement of various quarantine implementations, please refer to this link to the see 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:
- 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. If you did not meet the criteria to enter our premises, you may use our Drop Box found at the Entrances to file any concern or inquiry and submit service application documents. We will attend to these as soon as possible after careful handling and sanitation.
For any concerns, please contact your dedicated Relationship Manager, email us at corporatepartners@meralco.com.ph, or call our business hotline 16210.
3. What are the safety measures Meralco has implemented in Meralco Business Centers?
- Meralco employees in Business Centers passed the rapid Covid-19 testing authorized by the Pasig City Health Office
- We are working on skeletal force to observe strict social distancing.
- Acrylic barriers were installed as added precaution when transacting.
- Business Centers are undergoing assessment to improve indoor air quality.
- Business Center personnel will be in Personal Protective Equipment (PPE).
- 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.
Real-Time Posting of Payments
1) What are your payment channels with Real-Time Posting (RTP) of payments?
Please contact your Payment Specialist before conducting payments through our Third-Party Agents (TPA). There is a pre-payment step required to reserve the Authorized Withholding Agents (AWA) before payment can be done.
Also, please note that RTP payments are more for residential customers, however since CAN is the only required information to pay, you may still do so. Additionally, RTP partners do not accept check payments for now. Default Payment Allocation Rule (DPAR) applies as well.
See table for the list:
|
Digital / OTC |
Payment Channels |
Convenience Fee |
Payment Posting |
Customer can pay Overdue bills |
Customer can pay for Disconnected Services |
|
Online |
Meralco Online |
P15 |
Real-time (7AM-10:59PM, daily) |
✔ |
✔ |
|
Online |
Meralco App/Mobile |
P15 |
Real-time (7AM-10:59PM, daily) |
✔ |
✔ |
|
Online |
New Online Bills Payment (Bayad Online) |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Mobile app |
Bayad Mobile App |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC/Online |
MEGAPAY |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Online |
Maybank (RTP) |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Online |
BPI QuickPay |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
Via.com |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
E-Wallet |
ZYBITECH (JuanCash) (TRP) |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Kiosk |
Xytrix |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
RD Pawnshop |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
E-Wallet |
SquidPay |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
E-Wallet |
TAYOCASH |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
E-Wallet |
Home Credit |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
PETNET |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC/Online |
RCBC |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
Optimum |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC/Online |
BDO |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
Remalyn Remitbox |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
SNDT |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Mobile app |
PNB |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
USSC |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
OTC |
Cebuana |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Digital |
Starpay |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
|
Digital |
RCBC Online |
|
Real-time (7AM-6:59PM, daily) |
✔ |
|
Customers who will pay in Installment should:
- Pay the exact installment amount
- Pay on or before the due date
Payment Options for Corporate Bills
1. I have an overdue bill. Can I request for consideration when it comes to payment?
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 |
8:00AM - 4:00PM |
|
Saturday |
8:00 AM – 12:00 PM |
We also recommend the following payment channels in the settlement of your corporate bills:
|
A) Transactions at our Business Centers |
For more details on Business Center Operations, you may refer to the 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:
|
|
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. Take note that RTP does not apply here. |
|
D) Others |
For other payment options, you may inquire through:
|
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.
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. 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.
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) is suspended until further notice.
Example:
June bill: 1,000 kWh
UC-EC: PHP 0.0025/kWh
Savings: PHP 2.50
However, the following Universal Charges will remain:
|
Universal Charge - Missionary Electrification (ME) for NPC-SPUG |
P/kWh |
0.1544 |
|
Universal Charge - Missionary Electrification (ME) for RED-CI |
P/kWh |
0.0017 |
|
Universal Charge - NPC Stranded Debts |
P/kWh |
0.0428 |
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
- To learn more, call 16210 or email us at customercare@meralco.com.ph.
For any concerns, please contact your dedicated Relationship Manager, email us at corporatepartners@meralco.com.ph, or call our business hotline 16210.
