Customer Service Guide

Service Applications as Easy as

1-2-3
STEP 1 File application and submit documentary requirements.
STEP 2 Install the service entrance according to technical standards.
STEP 3 Submit Certificate of Final Electrical Inspection and pay the
service deposit.
RATIONALE DOCUMENT BASIS FOR
REQUIREMENT
To formalize the applicant / customer’s Service Application Form
request for electric service

To establish the identity and legal personality of Valid ID (Driver’s License / SSS / GSIS / TIN / Passport / Firearm’s Anti- Money
the applicant / customer License / PAG-IBIG / Philhealth / PRC License / Original NBI Laundering Act
Clearance or Barangay Certificate with Picture

To establish his / her right to occupy the premises
Own Property - Transfer Certificate of Title (TCT), Condominium Magna Carta for
Certificate of Title (CCT), Deed of Sale Residential Customers
Leased Property - Contract of Lease, Notarized Undertaking
For Government Properties under Community Mortagage Program
- Mayor & Urban Poor Affairs Office’s Certificate and Waiver

Establish the load and service requirements Electrical Plan / List of Loads Philippine Electrical Code

Regular issuance of meter socket /CT cabinet Wiring Permit / Certificate of Final Electrical Inspection Philippine Electrical
Code / LGU
Requirement

Kuryente at Kapakanan ninyo....Serbisyo namin sa inyo...

 Meter Reading
Made Easy

A B C D ASINTADO!
STEP 1 Stand in front of your meter and look at the 4 dials.
STEP 2 Read the meter starting from the rightmost dial. First, read Dial D followed by
Dials C, B and A. Write down the numbers that the pointers have passed in each of the
four dials. In this example, the reading on the meter is 5941.
STEP 3 Write down your meter’s new reading and this will be the “present reading.”
Look for the previous reading which can be found in your bill. Then, subtract your
meter’s previous reading from the present reading. The difference is the number of
kilowatthours that you consumed since your last billing period.
Our Meter Readers are well trained to read your meter and are
equipped with the necessary tools and equipment to accurately read
your meter.
The New Meralco Bill

Sa Meralco nakasisiguro, Bill mo garantisado!!!

 Understanding Your Meralco Bill
2
1 Account Name and Billing Address
Refers to the account holder and the 1 3
address to which the bill is delivered.
2 Customer Service Lines
For inquiries, please call our 24-hour
service hotline or visit our website. 4
3 Branch / Collecting Office
The address and contact number of your
branch / collecting office. 7
4 Your Service Information 5
Your Service Identification Number
(SIN): The most important piece of
information when paying, inquiring on
your service account or your bill, etc. For
faster service, please have this available 6
when transacting with the Call Center or
your branch office.
Your Rate Classification: Identifies your 8
type of service – Residential, General
Service, Government Hospital / Metered
Streetlight, Industrial, Non Industrial or
Flat Streetlight. This determines how you
are billed. 9
Contract Name and Service Address:
Refers to the location of the electric
service.
 Understanding Your Meralco Bill
5 Your Billing Information 2
Bill Date: The date your bill was 1
generated 3
Billing Period: The period of electric
consumption being billed
Due Date: The date to settle your bill to 4
avoid disconnection.
Total kWh: The amount of electricity you
consumed during the billing period 7
Total Current Amount: The amount due
for the current billing period 5
6 Summary of Your Charges
A table that summarizes your charges
for the current billing period. The
breakdown of these items is at the back
of the bill. 6
7 Announcements 8
Watch this space for tips, news and
promos.
8 Your Consumption History
A graph that shows your electricity
consumption in the last 13 months that
is useful in monitoring your usage.
9 Bill Stub 9
A stub with payment-related information
that is torn off when paying at any branch
or collecting office, or at any third party
agent
 Understanding Your Meralco Bill
10 Your Metering Information
Lists your meters and their corresponding readings for the billing 10
period. Your kWh consumption is determined by subtracting
the Previous from the Present readings and multiplying it by the
Multiplier.
11 The Details of Your Charges
For every Peso paid for the electric bill, only approximately 13
centavos on the average goes to Meralco. Around 87 centavos
goes to power suppliers and government. Meralco collects for 12a
them and remits your payment to them each time you pay. That
way, you only have one bill to pay.
a. Generation - This goes to the generating companies (National
Power Corporation and Independent Power Producers) or power 11
suppliers.
b. Transmission – This goes to the Transmission Company
(TransCo).
c. System Loss – This is the recovery of the cost of power lost due
to technical and non-technical system losses.
d. Distribution - These charges go to Meralco and cover the cost of 13
building, operating and maintaining its distribution system; billing, 12b
collection, customer service, records maintenance, and associated
services; installation, reading, operating and maintaining
power metering facilities; and adjustments for the unavoidable 14
fluctuations in the exchange rate of the Philippine Peso against the
US Dollar.
e. Subsidies - The subsidies under this group provide for socialized
pricing mechanisms for marginalized customers and the different
customer classifications.
f. Government Taxes and Universal Charges - These subgroups 12a and 12b Additional Information
include taxes and other charges remitted to the national and Related information like price changes, your refund balance, etc .
local governments and the Power Sector Assets and Liabilities 13 Contact Information
Management Corporation (PSALM) to fund the electrification of For other inquiries, please contact Meralco or the Energy Regulatory
remote areas not connected to the transmission system. Commission (ERC).
g. Other Charges - These refer to items not included above like 14 Payment Tips and Instructions
back billings, application of refund, prepayments, etc. Handy tips when paying or looking for other payment options.
 Understanding Your Bill: Rate Unbundling
Just because an item is in your Meralco Bill, doesn’t mean that it goes to Meralco.

The fact is, only around 20% of your total bill payment goes to Meralco. The rest covers pass-through
charges which Meralco collects on behalf of power suppliers like National Power Corporation, to the
National Transmission Company, the government and other entities involved in bringing electricity
into your home.

That way, you only have one bill to pay. Meralco ensures that your payment goes to these groups,
and power gets to you.
WHAT IS UNBUNDLING?
Unbundling is the identification of the individual charges, whether generation charges or transmission charges or
government charges.

IS UNBUNDLING FAVORABLE FOR YOU?

Yes, it is. Imagine having the National Power Corp. (NPC), the Government and other companies, coming to your
door and asking for payment individually and every month. Meralco makes billing simple. You just pay one bill for
everything.

WHEN DID THIS START?

Unbundling was initiated on May 30, 2003 as prescribed by the Energy Regulatory Commission, and was implemented
immediately, beginning the June 2003 billing cycle.

UNBUNDLING THE BILL

The longer, itemized bill you see these days complete with all these details or pass-through charges is called the
“unbundled” bill. Created in compliance with Section 36 of Republic Act 9136, this itemizing of your bill according to
cost and function makes it easy to see exactly who you are paying and what you are paying.
 Understanding Your Bill: Pass-Through Charges
PASS-THROUGH CHARGES (about 80% of total bill)
These are the parts of the bill that are non-Meralco charges.
They go to government, power suppliers and other service providers.
GENERATION CHARGE
Paid to power suppliers like the National Power Corporation of this charge is in your bill as missionary electrification and
(NPC) and independent power producers (IPPs) for the environment charges.
electricity it generates, which Meralco distributes to its own
customers. LIFELINE SUBSIDY
Amounting to P0.0761 per kWh, this is paid by all customers
TRANSMISSION CHARGE consuming 101 kWh and up, and is used to fund the Lifeline
Paid to the National Transmission Company or TransCo, this fee Discount.
is for delivering electricity from generators, normally in remote
areas or provinces to Meralco’s distribution system. LIFELINE DISCOUNT
The EPIRA or the Electric Power Industry Reform Act (Section
SYSTEM LOSS CHARGE 73) provides that residential customers consuming less than
Set as a maximum of 9.5% in accordance with Republic Act 100 kWh in a given month will enjoy a Lifeline Discount on
7832, this is allowed to recovery lost power. generation,transmission, distribution, supply, metering and
system loss charges at these percentages:
FRANCHISE TAX 50% discount- using 0 to 50 kWh
Required by government, 2% of this amount goes to the 35% discount- using 51 to 70 kWh
national government as local national franchise tax while a 20% discount- using 71 to 100 kWh
range of 0.05% to 0.75% of the gross amount is paid to local
government units. INTERCLASS SUBSIDY
The unbundled rates also identify subsidies being enjoyed or
UNIVERSAL CHARGE provided by the various customer categories of Meralco. All
This is remitted to the Power Sector Assets and Liabilities residential customers will enjoy a subsidy of P0.7130 per kWh
Management Corporation (PSALM), a company owned and consumed. This subsidy will be funded by a charge to be paid
controlled by government, created by Republic Act 9136. Part by commercial and industrial establishments.
 Understanding Your Bill: Meralco Charges
MERALCO CHARGES (about 20% of total bill)

DISTRIBUTION CHARGE
This pays the cost of building and maintaining the distribution system of Meralco which brings
power from high-voltage transmission grids to commercial and industrial establishments and
homes.

METERING CHARGE
This includes the cost of reading, operating and maintaining power metering facilities.

SUPPLY CHARGE
This includes the cost of rendering service to customers like billing, collection, customer
assistance and associated services.
 Collection Cycle
Day
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

DN Expiry
Meter Due Date Disconnection
Reading Order
Billing Disconnection Generation
Notice (DN)
Bill Generation
Disconnection
Delivery
DN Delivery

Paying promptly every month = Good customer credit rating

= Refund of Service Deposit After 3 years
 Queuing Advisory
”
“PEAK DAY OR OFF-PEAK DAY?

Ganito po ang pila kapag Ganito po naman kadalasan sa

ARAW NG LUNES o IBANG ARAW...
PAGKATAPOS NG HOLIDAY O PAYDAY

Kuryenteng Babayaran...sa Marami at Madaling Paraan

 Payment
Options
Maaari pong magbayad saan mang
MERALCO BRANCH OFFICE
o EXTENSION OFFICE.
Maaari din pong magbayad sa iba pang
paraan
BAYAD CENTER, CREDIT CARD,
ATM, PHONE & INTERNET
BANKING
GLOBE G-CASH, TOUCH MOBILE,
BANK AUTO DEBIT, atbp.

Kuryenteng Babayaran... sa
Marami at Madaling Paraan
 Payment Options
Choose the one which is most convenient for you.
OVER THE COUNTER SMS (GLOBE G-CASH)
•Meralco Branch, Extension Office, Payment Office Avail of the convenience of a 24-hour payment service. For
•Bayad Center Globe and Touch Mobile subscribers, pay your bills by texting:
•SM Malls
•Banks BILLPAY<AMOUNT><4-digit M-PIN><MERALCO>
Banco de Oro, BPI, Unionbank, China Banking Corp., East West Bank, <16-digit ATM/PHONE REFERENCE NO.>
Equitable PCI Bank, Equitable Savings Bank, Planters Development Ex. BILLPAY 1565.25 0104 MERALCO 1234567890123456
Bank, RCBC, Robinson’s Savings Bank

and send to 2882.

ATM
Bancnet (selected member banks), Bank of the Philippine
AUTO DEBIT
Islands, Equitable PCI Bank, Philippine National Bank, United
Authorize your bank to debit the bill amount from your account
Coconut Planters Bank, Union Bank of the Philippines
on the due date and remit the payment to Meralco. Visit your
bank of account to enroll in this option.
PHONE BANKING
Bancnet (selected member banks), Bank of the Philippine
Meralco bill payments are accepted through the following
Islands, Equitable PCI Bank, Hongkong and Shanghai Banking
accredited Automated Debit Arrangement (ADA) Partners:
Corporation, Philippine National Bank, United Coconut Planters
Allied Banking Corporation, Banco de Oro Universal Bank, Bank
Bank
of the Philippine Islands, Equitable PCI Bank, Union Bank of the
Philippines, United Coconut Planters Bank
AUTO CHARGE
Charge your bill to your credit card. Call your credit card hotline
INTERNET BANKING
to enroll in this option: AIG Credit Card, BDO-Meralco HOME
Bancnet (selected member banks), Bank of the Philippine
MasterCard, Citibank Card, Diner’s Club Card, Equitable Card
Islands, Equitable PCI Bank, Philippine National Bank, United
Network, Metrobank Card, Security Bank Mastercard, Standard
Coconut Planters Bank
Chartered Credit Card

Kuryenteng Babayaran... sa Marami at Madaling Paraan

 Got emergencies and other electric
service concerns?

Call 16211
Meralco Call Center
Our branches will likewise be glad to assist you...

Other Ways to File Your Complaint Or

Inquiry:
• Letter
• Email
• Website: www.meralco.com.ph
• SMS: Type Meralco and send to 2366
Our Commitments:
• We will acknowledge your complaint
within one day upon receipt.
• We will give you feedback within 15
days.

Inyong Suliranin... Malugod Po Naming Lulutasin!

Report Power Pilferers Now!
Name of Violator
(Pangalan ng Salarin)

Exact Address & Landmark

(Lugar at Palatandaan)

Manner of Pilferage
(Paraan ng Pag-iilegal)

When Pilferage was Done

(Kailan Nag-illegal)
 Why Power
Interruptions Happen
ACCIDENTS
Vehicular accidents that topple or break electric posts cause a wire down and other
damage to electric facilities.

FIRES & FLOODS

During such emergencies, Meralco cuts off power in the affected circuit area until it is
safe for residents.

TREES & KITES

Tree branches that touch bare high-tension wires and kites and strings that get entangled
in these wires also cause power interruption. Trim trees before they touch the wires. If
branches are beyond normal reach, we will be glad to assist you in trimming them. Call us at
16211 or report it to the Branch Office.

ILLEGAL CONNECTION
Rampant theft of electricity in an area overloads electrical facilities. Under Republic Act 7832,
electricity or line material pilferage is a serious crime with a penalty of up to 20 years imprisonment.
The offender also pays the value of electricity pilfered plus surcharge.

NEGLECT
Falling debris and equipment that touch electric wires in construction work near existing Meralco facilities
are other causes. Parties responsible for such outages may be penalized.

TYPHOON WINDS & LIGHTING

Electric wires, transformers and substations hit by lightning during thunderstorms also cause power interruption.
Typhoons can cause serious and widespread damage to these distribution facilities.

MAINTENANCE WORK
Maintenance and upgrading work on distribution facilities (poles, wires, transformers) is done regularly. During
these times, power interruption is scheduled. The schedules are published on Fridays in selected newspapers and at
the Meralco website, www.meralco.com.ph.
 We Want You to be Safe....
Safety Reminders
• When not in use, unplug all small appliances.
• Use the correct size of fuse. Over or under-sized fuses could
start a fire.
• Never replace a busted fuse with other materials. Wires and
other conductors used in place of the fuses may not be able to
isolate the electric circuit in case of a short circuit.
• Avoid octopus connections. Overloading might occur if
multiple cords are connected to outlets designed only for one
or two plugs.
• Secure loose electrical cords. Family members might trip
over wires that are hanging loose along pathways.
• If light switches or outlets feel warm when turned on or in
use, turn them off. Call a qualified electrician to immediately
check the wiring.
• If plugs seem to fit loosely in a wall outlet, check the plugs or
the outlet. A loose or poor electrical connection between plug
and the outlet may cause overheating.
• Pull the plug, not the wire. Pulling the wire itself might make
the insulation and wires snap or twist.
• Use outlet covers and outlet plates to help prevent
electrocution. These can help prevent electric shock and
possible electrocution.
• Never try to repair electrical products yourself unless you
are a qualified electrician.
 Use Electricity Wisely
The little things you do matter.
Save money by using electricity efficiently.
These easy and useful tips lower your consumption
and lower your electric bill.

REFRIGERATOR
• Give it room to breathe. Place refrigerators at least 4 inches
away from the wall so as not to overwork the motor.
• Clean condenser coils. The coils at the back remove heat.
• Clean it twice a year using a vacuum cleaner or broom.
• Check door gaskets. Make sure refrigerator doors are sealed tightly
to prevent cold air from escaping.
• Defrost regularly. Defrost before frost builds up to 1/4 inch to keep
refrigerator running efficiently.
• When buying new refrigerators, be sure to purchase energy efficient
models.
• Look for units with the highest Energy Efficient Factor (EEF). It is
more efficient and costs less to operate.
 Use Electricity Wisely
The little things you do matter.
Save money by using electricity efficiently.
These easy and useful tips lower your consumption
and lower your electric bill.

COOKING
• Plan ahead. Prepare all ingredients before cooking to avoid
frequent switching of electric stove.
• Thaw frozen food thoroughly before cooking. Match pots and
pans to stove element. Avoid using a big burner for a small
pan to lessen heat transfer loss.
• Cover pots and pans. Cover pots with lids to prevent heat from
escaping.
• Use flat-bottomed pots and pans when using an electric stove.
They provide faster heat transfer.
• Switch off. Turn off the electric stove during the last minutes of
cooking. The remaining heat will make the food simmer.
We Care for our Community
• SOCIAL INVESTMENT (Lingap Kapwa sa Kapaskuhan,
Handog ng Meralco sa Pasko, Munting Mukha ng Ligaya,
Meralco Employees Fund for Charity, Inc.)
• ENVIRONMENT MANAGEMENT (Meralco Ecological
Centers, Biodiversity Conversation)
• COMMUNITY SPONSORSHIP (Teacher Education Project,
Liwanag Reading Corner, Kiddie Fire Marshall Project,
Electricity in the Philippine Public School Programs,
Meralco Sibol School Program, STEP-UP Program,
GK-Meralco Electrification Program)
 Customer Feedback
• Do you have suggestions to improve our service to you?
• Would you like to rate us on our service?
• Would you like to commend a Branch personnel
or complain about a personnel?
• Would you like to comment on our service?

We Value
Your FEEDBACK...
Please fill up the
Customer Scorecard
and drop it in the
Suggestion Box.