Metro Manila (CNN Philippines, July 16) — The Department of Energy on Thursday welcomed steps taken by Manila Electric Company to address numerous complaints from consumers, particularly on the spike in electric bills amid the pandemic.
In his letter to the agency dated July 14, Meralco President and CEO Ray Espinosa assured they are on target to deliver 4.1 million personalized letters to customers explaining the actual readings on May 2020 bills “made even more laymanized than what was issued to the June bills,” DOE said.
Espinosa added the company deployed “virtual agents” in select Bayad Center so customers can talk to a Meralco employee via computer on their billing concerns, while additional manpower was mobilized to handle complaints in various digital channels such as emails, Facebook and Twitter.
“We welcome Meralco’s assurance that they have been acting upon the various issues being raised by consumers,” Energy Secretary Alfonso Cusi said in a statement. “In this time of pandemic, our people are plagued with concerns about their health and safety, as well as their job and financial security.”
Cusi added that during their meetings with Meralco in May and June, they had advised the utility firm to issue bills based on actual readings and disregard notices on estimated consumptions.
Customers were previously reminded to settle their unpaid bills every 15th of the month, starting June 15. Those who paid their bills in full but are entitled to installment plans may refund their payment.
The utility firm has agreed to reschedule until September the issuance of disconnection notices on unpaid electricity services to cushion the burden of consumers. It is also waiving convenience fees for Meralco online payments until the end of the General Community Quarantine.
On Wednesday, the Energy Regulatory Commission reported in a House committee hearing that customer complaints over spikes in electricity bills have surged to 50,000.
Meralco and other power utility firms have been in hot water over the past months for alleged lapses in their billing statements during the lockdown in Metro Manila and other parts of the country, when bills were mostly based on estimates instead of actual meter readings.
READ: Customer complaints over electric bill shock surge to 50,000 — ERC
