Meralco FAQs during COVID-19

Updated as of October 26, 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?

With the government’s announcement of various quarantine implementations, please see updated schedule of our Meralco Business Centers:

Offices	Dates	Monday to Friday	Saturday (Payments Only)	Sunday & Holiday
NCR Business Centers	Oct 16-31	7:00 am to 5:00 pm	7:00 am to 12:00 noon	Closed
Laguna, Bulacan, Cavite, Rizal and Lucena City Business Centers	Oct 16-31	7:00 am to 4:00 pm	7:00 am to 12:00 noon	Closed
Metro Point Mall Branch (Payments Only)	Oct 16-31	9:00 am to 5:00 pm	9:00 am to 2:00 pm	Closed
Remaining Business Centers except below	Oct 16-31	7:00 am to 5:00 pm	7:00 am to 12:00 noon	Closed
Bacoor Government Center Branch	Oct 16-31	8:00 am to 4:00 pm	Closed	Closed

We highly encourage you to transact with us through our 24/7 official channels:

Meralco Online
Meralco Mobile app: download on Google Play or App Store
Message us on Facebook or Twitter
Email biz@meralco.com.ph
Hotline 16210

2. Your business centers are still open so I can still transact with you there?

For your safety and convenience, we recommend the following options:

You may call email us at biz@meralco.com.ph or call our business hotline 16210.
The contact details of the Biz Partners assigned per Business Center are posted by the entrance. You may text, call or email them for any concerns.

3. Is it safe to visit your Business Centers? What safety precautions did you implement before resuming operations?

Meralco employees in Business Centers passed the rapid COVID-19 testing authorized by the Pasig City Health Office and The Medical City.
We are working on skeleton force to observe strict social distancing.
Business Center personnel will be in Personal Protective Equipment (PPE).
Acrylic barriers were installed as added precaution when transacting.
Business Centers are undergoing assessment to improve indoor air quality.
A desktop 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.

4. 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.
Foot mats are provided at the entrances to sanitize your shoes.
We will check your temperature prior to entry. Individuals with temperature of 37.5 degrees and above will not be allowed to enter.
Those with cough and/or cold or manifest COVID-19-like symptoms will be not allowed to enter.
Maintain a distance of 1.5 meters / 5 feet away from the next person. Stickers will guide you to observe social distancing.

We ask everyone’s cooperation and understanding as we implement these guidelines for everyone’s safety. If you do 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.

Service Application

1. How can I apply for electric service/submit requirements?

In this time of crisis, we offer you easier, safer and more convenient ways to apply for electricity service for your business:

Via Meralco Online
Via email: biz@meralco.com.ph
Or you may submit it through drop boxes found in our Business Centers.

2. What are the requirements when applying for electric service?

Application form which can be filled out via Meralco Online
Authorized letter for customer's representative
Electrical Plan with Load Schedule, Single Line Diagram, and Location Sketch (signed and sealed by a Professional Electrical Engineer)
Valid Government ID of the customer and representative
Proof of ownership (Transfer Certificate of Title or Deed of Sale or Contract of Lease)
BIR Certificate of Registration

Additional requirements for Corporations

SEC Registration with Articles of Incorporation
Latest General Information Sheet (GIS)
Secretary's Certificate (authorized to sign the Meralco contract)

Additional requirements for Partnerships

Articles of Partnership

Additional Requirements for Individual/Sole Proprietorship:

Business Permit or Department of Trade and Industry (DTI) Permit

3. Meralco is supposed to visit me to check my metering facility (field survey). What will happen now?

Meralco can conduct a field survey once safety assessment of the area has been cleared. Our field representatives and contractors are ensured to wear personal protective equipment (PPE) and maintain physical distancing at all times.

4. I am supposed to go to Meralco to pay the deposit/ cash advance for my service application. What do I do now?

Payments will be accepted through our Business Centers. However, we encourage you to stay home and stay safe. Please email us at biz@meralco.com.ph or call 16210. Your Biz Partner will get in touch with you and advise you on the next steps in the settlement of your deposit/ cash advance.

5. I am supposed to go to Meralco to sign my contract for my service application. What do I do now?

We encourage you to stay safe home and stay safe. You may email us a soft copy of the signed contract at biz@meralco.com.ph

Meter Reading

Billing

1. How will I know which of my bills are estimated?

To find out if your bill is estimated:

Check Metering Information at upper left portion at the back of the 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.

How will I know which of my bills are estimated and which are new?

To find out if you got a new bill, check the Billing Info at the front of the bill. Billing date and Due Date reflect current month or the month when the new bill was received. But the Meter Reading Date and Billing Period reflect the months of March, April or May 2020.

Billing information

2. Is the GMBD suspension still in effect?

As of January 1, 2020, we have resumed the implementation of GMBD for all business customers.

3. Will I still get my Meralco bill during these various quarantine announcements?

We will continue sending out Meralco bills.

4. Why are you delivering when it’s Alert Level 3/ MECQ/ GCQ?

As a utility, Inter-Agency Task Force (IATF) allowed Meralco to deliver bills except for areas on community lockdown.

5. I can’t wait for the bill delivery. I want a copy of my bill now.

You may get a copy of your bill via Meralco Online.

Log in to Meralco Online to view your bill. You may also download a PDF copy
If you don’t have an account yet, sign up to Meralco Online

For any concerns, email us at biz@meralco.com.ph or call 16210.

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?

In compliance with the May 22 Advisory of the Energy Regulatory Commission, the Universal Charge-Environmental Charge of P 0.0025/ kWh is suspended starting with June bills until further notice.

Example:

June bill: 1,000 kWh

UC-EC: P0.0025/kWh

Savings: P 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.

Payments

1. What were the guidelines for the installment payment of bills in 2020?

To ease your payment burden, the Energy Regulatory Commission (ERC) directed all distribution utilities to provide an installment plan to their customers. Accordingly, Meralco business customers are entitled to this installment plan for bills falling due from March 1 to May 31, 2020.

If you consumed 200 kWh or lower based on your February 2020 bill, you are entitled to pay your bills 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 falling due from March 1 to May 31, 2020 in four equal monthly installments.

2. Where can I pay my bills?

We highly encourage you to pay your bills via online channels:

Meralco Online
Meralco Mobile App: download on Google Play or App Store
Online banking: BancNet, BDO, BPI, Chinabank, HSBC, Metrobank, PNB, RCBC, UCPB, UnionBank
Mobile banking: BDO, Chinabank, Metrobank, UnionBank
Apps/websites: Gcash, Paymaya, Coins.ph, Justpay.to

You may also sign up to automatic payment arrangement through your bank or credit card. Please get in touch with your bank for details.
Note: For Authorized Withholding Agents (AWA), the following banks have a CWT printing facility: Asia United Bank, Chinabank, PNB, RCBC, Robinsons Bank, Security Bank and Union Bank

You may pay over-the-counter at Bayad Center branches and our partner banks: BDO, BPI, Chinabank, East West Bank, Equicom Savings, PBCOM, RCBC (Rizal Commercial Banking Corporation), Robinsons Savings Bank, UCPB, Union Bank

When paying via Meralco Payment partners, make sure you have a copy of your bill and your Customer Account Number (CAN).

3. Which of your payment channels have Real-Time Posting (RTP) of payments?

Payment Channels with Real-time posting of payments

Payment Channels	Payment Posting (Real-time posting for payments made within the hours specified)	Self Service or Agent Based?	Customer can pay Overdue bills	Customer can pay for Disconnected Services
Meralco Online*	7AM-11PM, daily	Self - Service	✔	✔
Meralco Mobile*	7AM-11PM, daily	Self - Service	✔	✔
Meralco Business Center	7AM-11PM, daily	Agent	✔	✔
Bayad Online	7AM-7PM, daily	Self - Service	✔
Bayad Mobile App	7AM-7PM, daily	Self - Service	✔
MEGAPAY	7AM-7PM, daily	Agent / Self - Service	✔
Maybank	7AM-7PM, daily	Self - Service	✔
BPI Quickpay	7AM-7PM, daily	Self - Service	✔
Via.com	7AM-7PM, daily	Agent	✔
ZYBITECH (JuanCash)	7AM-7PM, daily	Self - Service	✔
Xytrix	7AM-7PM, daily	Self - Service	✔
RD Pawnshop	7AM-7PM, daily	Agent	✔

*Meralco Online and Meralco Mobile charge a Php15 convenience fee per payment transaction

Reminders for customers who will pay installment bills:

Pay the exact installment amount
Pay on or before the due date

4. I won’t resume operations yet, probably later this year. How will you bill me for months without operation?

We will bill you based on actual meter reading.

5. I have no means to pay online, what are the payment options available for me?

You may pay over-the-counter at Bayad Center branches and our partner banks:
BDO, BPI, Chinabank, East West Bank, Equicom Savings, PBCOM, RCBC (Rizal Commercial Banking Corporation), Robinsons Savings Bank, UCPB, Union Bank

When paying via Meralco Payment partners, make sure you have a copy of your bill and your Customer Account Number (CAN).

6. Will there be disconnection for NCR?

We will start issuing disconnection notices for overdue bills in NCR except for those areas under granular lockdown.

In case you are unable to pay in full, we are open to discuss a lighter payment plan so that you may be exempted from standard disconnection process.

7. What are the disconnection updates for my area?

Updated as of Oct 15, 2021

Please see below table on the updates on disconnection within the Meralco franchise area:

Area	Period Covered	Resumption of Disconnection* (Yes/No)
NCR	Oct 16-31	Yes
Bulacan	Oct 16-31	No
Rizal	Oct 16-31	No
Cavite	Oct 16-31	No
Laguna	Oct 16-31	No
Lucena City	Oct 16-31	Yes
Quezon Province	Oct 16-31	Yes
Batangas	Oct 16-31	Yes

*If your area is on granular lockdown, disconnection activities will be suspended.