Customer Service GuideCustomer 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.

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

RATIONALE

To formalize the applicant / customer’s request for electric service

To establish the identity and legal personality of the applicant / customer

To establish his / her right to occupy the premises

Establish the load and service requirements

Regular issuance of meter socket /CT cabinet

DOCUMENT

Service Application Form

Valid ID (Driver’s License / SSS / GSIS / TIN / Passport / Firearm’s License / PAG-IBIG / Philhealth / PRC License / Original NBI Clearance or Barangay Certificate with Picture

Own Property - Transfer Certificate of Title (TCT), Condominium Certificate of Title (CCT), Deed of SaleLeased Property - Contract of Lease, Notarized UndertakingFor Government Properties under Community Mortagage Program - Mayor & Urban Poor Affairs Office’s Certificate and Waiver

Electrical Plan / List of Loads

Wiring Permit / Certificate of Final Electrical Inspection

BASIS FOR REQUIREMENT

Anti- Money Laundering Act

Magna Carta for Residential Customers

Philippine Electrical Code

Philippine Electrical Code / LGU

Requirement

Meter Reading Made Easy

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.

A B C D

Our Meter Readers are well trained to read your meter and are equipped with the necessary tools and equipment to accurately read your meter.

ASINTADO!

The New Meralco Bill

Sa Meralco nakasisiguro, Bill mo garantisado!!!

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1 Account Name and Billing AddressRefers to the account holder and the address to which the bill is delivered.2 Customer Service LinesFor inquiries, please call our 24-hour service hotline or visit our website.3 Branch / Collecting OfficeThe address and contact number of your branch / collecting office.4 Your Service InformationYour 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 when transacting with the Call Center or your branch office.Your Rate Classification: Identifies your type of service – Residential, General Service, Government Hospital / Metered Streetlight, Industrial, Non Industrial or Flat Streetlight. This determines how you are billed.Contract Name and Service Address: Refers to the location of the electric service.

Understanding Your Meralco Bill

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5 Your Billing InformationBill Date: The date your bill was generatedBilling Period: The period of electric consumption being billed Due Date: The date to settle your bill to avoid disconnection. Total kWh: The amount of electricity you consumed during the billing periodTotal Current Amount: The amount due for the current billing period6 Summary of Your ChargesA table that summarizes your charges for the current billing period. The breakdown of these items is at the back of the bill.7 AnnouncementsWatch this space for tips, news and promos.8 Your Consumption HistoryA graph that shows your electricity consumption in the last 13 months that is useful in monitoring your usage.9 Bill StubA 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

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10 Your Metering InformationLists your meters and their corresponding readings for the billing 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 ChargesFor 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 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 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 building, operating and maintaining its distribution system; billing, collection, customer service, records maintenance, and associated services; installation, reading, operating and maintaining power metering facilities; and adjustments for the unavoidable 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 include taxes and other charges remitted to the national and local governments and the Power Sector Assets and Liabilities Management Corporation (PSALM) to fund the electrification of remote areas not connected to the transmission system.g. Other Charges - These refer to items not included above like back billings, application of refund, prepayments, etc.

Understanding Your Meralco Bill

12a and 12b Additional InformationRelated information like price changes, your refund balance, etc .13 Contact InformationFor other inquiries, please contact Meralco or the Energy RegulatoryCommission (ERC).14 Payment Tips and InstructionsHandy tips when paying or looking for other payment options.

Understanding Your Bill: Rate UnbundlingJust 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 BILLThe 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 ChargesPASS-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 CHARGEPaid to power suppliers like the National Power Corporation (NPC) and independent power producers (IPPs) for the electricity it generates, which Meralco distributes to its own customers.

TRANSMISSION CHARGEPaid to the National Transmission Company or TransCo, this fee is for delivering electricity from generators, normally in remote areas or provinces to Meralco’s distribution system.

SYSTEM LOSS CHARGESet as a maximum of 9.5% in accordance with Republic Act 7832, this is allowed to recovery lost power.

FRANCHISE TAXRequired by government, 2% of this amount goes to the national government as local national franchise tax while a range of 0.05% to 0.75% of the gross amount is paid to local government units.

UNIVERSAL CHARGEThis is remitted to the Power Sector Assets and Liabilities Management Corporation (PSALM), a company owned and controlled by government, created by Republic Act 9136. Part

of this charge is in your bill as missionary electrification and environment charges.

LIFELINE SUBSIDYAmounting to P0.0761 per kWh, this is paid by all customers consuming 101 kWh and up, and is used to fund the Lifeline Discount.

LIFELINE DISCOUNTThe EPIRA or the Electric Power Industry Reform Act (Section 73) provides that residential customers consuming less than 100 kWh in a given month will enjoy a Lifeline Discount on generation,transmission, distribution, supply, metering and system loss charges at these percentages: 50% discount- using 0 to 50 kWh 35% discount- using 51 to 70 kWh 20% discount- using 71 to 100 kWh

INTERCLASS SUBSIDYThe unbundled rates also identify subsidies being enjoyed or provided by the various customer categories of Meralco. All residential customers will enjoy a subsidy of P0.7130 per kWh consumed. This subsidy will be funded by a charge to be paid by commercial and industrial establishments.

DISTRIBUTION CHARGEThis 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 CHARGEThis includes the cost of reading, operating and maintaining power metering facilities.

SUPPLY CHARGEThis includes the cost of rendering service to customers like billing, collection, customer assistance and associated services.

MERALCO CHARGES (about 20% of total bill)

Understanding Your Bill: Meralco Charges

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Collection Cycle

Paying promptly every month = Good customer credit rating = Refund of Service Deposit After 3 years

Day

Meter Reading Billing

Bill Delivery

Due Date

Disconnection Notice (DN)Generation

DN Delivery

DN Expiry

Disconnection Order

Generation

Disconnection

Queuing Advisory

Ganito po ang pila kapag ARAW NG LUNES o

PAGKATAPOS NG HOLIDAY O PAYDAY

Ganito po naman kadalasan saIBANG ARAW...

“PEAK DAY OR OFF-PEAK DAY?”

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 OptionsChoose the one which is most convenient for you.

OVER THE COUNTER• Meralco Branch, Extension Office, Payment Office• Bayad Center• SM Malls• BanksBanco de Oro, BPI, Unionbank, China Banking Corp., East West Bank, Equitable PCI Bank, Equitable Savings Bank, Planters Development Bank, RCBC, Robinson’s Savings Bank

ATMBancnet (selected member banks), Bank of the Philippine Islands, Equitable PCI Bank, Philippine National Bank, United Coconut Planters Bank, Union Bank of the Philippines

PHONE BANKINGBancnet (selected member banks), Bank of the Philippine Islands, Equitable PCI Bank, Hongkong and Shanghai Banking Corporation, Philippine National Bank, United Coconut Planters Bank

AUTO CHARGECharge your bill to your credit card. Call your credit card hotline to enroll in this option: AIG Credit Card, BDO-Meralco HOME MasterCard, Citibank Card, Diner’s Club Card, Equitable Card Network, Metrobank Card, Security Bank Mastercard, Standard Chartered Credit Card

SMS (GLOBE G-CASH)Avail of the convenience of a 24-hour payment service. For Globe and Touch Mobile subscribers, pay your bills by texting:

BILLPAY<AMOUNT><4-digit M-PIN><MERALCO><16-digit ATM/PHONE REFERENCE NO.>

Ex. BILLPAY 1565.25 0104 MERALCO 1234567890123456

and send to 2882.

AUTO DEBITAuthorize your bank to debit the bill amount from your account on the due date and remit the payment to Meralco. Visit your bank of account to enroll in this option.

Meralco bill payments are accepted through the following accredited Automated Debit Arrangement (ADA) Partners: Allied Banking Corporation, Banco de Oro Universal Bank, Bank of the Philippine Islands, Equitable PCI Bank, Union Bank of the Philippines, United Coconut Planters Bank

INTERNET BANKINGBancnet (selected member banks), Bank of the Philippine Islands, Equitable PCI Bank, Philippine National Bank, United Coconut Planters Bank

Kuryenteng Babayaran... sa Marami at Madaling Paraan

Get a 1% REBATE

on your Electric Bill!

Got emergencies and other electric service concerns?

Call 16211Meralco Call Center

Inyong Suliranin... Malugod Po Naming Lulutasin!

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.

Our branches will likewise be glad to assist you...

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

ACCIDENTSVehicular accidents that topple or break electric posts cause a wire down and other damage to electric facilities.

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

TREES & KITESTree 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 CONNECTIONRampant 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.

NEGLECTFalling 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 & LIGHTINGElectric 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 WORKMaintenance 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.

Why Power Interruptions Happen

ACCIDENTSVehicular accidents that topple or break electric posts cause a wire down and other damage to electric facilities.

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

TREES & KITESTree 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 CONNECTIONRampant 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.

NEGLECTFalling 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 & LIGHTINGElectric 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 WORKMaintenance 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 WiselyThe little things you do matter.Save money by using electricity efficiently.These easy and useful tips lower your consumptionand 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 WiselyThe 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?

Please fill up the Customer Scorecard

and drop it in the Suggestion Box.

We ValueYour FEEDBACK...