Updated as of April 30, 2021
Please click on the category of your concern below to learn more.
Transactions at our Business Centers
1. What’s the Business Center Office Hours?
Meralco supports the fight against COVID-19 through the government’s MECQ. Please see updated schedule of our Meralco Business Centers from May 1 to May 14, 2021:
| Offices | Monday to Friday | Saturday (Payments Only) |
Sunday & Holiday |
| All Meralco Business Centers except listed below | 7:00 am to 3:00 pm | 7:00 am to 12:00 noon | Closed |
| Metropoint Business Center (Payments only) | 9:00 am to 4:00 pm | 9:00 am to 1:00 pm | Closed |
| Bacoor Customer Center in Bacoor Government Center | 8:00am to 3:00pm | 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 customercare@meralco.com.ph
- Hotline 16211
Your Biz Partners will be physically present in our Business Centers to accommodate your requests, concerns, or applications for service. But 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.
- We have a drop box by the entrance where you can leave your requests, concerns or service application documents. These submissions are picked up daily by your Biz Partners.
- 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.
- 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 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
1. MECQ has been announced until May 14, 2021. Will meter reading activities be suspended?
Meralco will continue to read meters. Your bill will be based on your meter reading.
2. Do your meter readers follow safety protocols?
Our meter readers follow 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 before they are deployed.
3. 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, email us at biz@meralco.com.ph or call 16210.
Billing
1. How will I be billed for my consumption and demand during the 2020 Enhanced Community Quarantine?
If you received estimated bills for March 2020, April 2020 and/or May 2020, you are advised to disregard these estimated bills. You may have received or will be receiving new bill/s for March 2020, April 2020 and/or May 2020. These new bills are based on actual meter reading.
For the bill months of March 2020, April 2020 and/or May 2020, the demand reflected in your new bill/s is based on the following:
- For General Power and General Service B customers with load profile meters, on actual load profile data registered in the meters.
- For General Power and General Service B customers without load profile meters, on actual kWh consumption registered in the meters.
2. How will I know which of my bills are estimated and which are new?
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.
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.
3. I stopped/reduced my operations during the 2020 ECQ but my bills are still high. (For cases wherein May 2020 bills are still estimated, this will be corrected when we have the actual reading)
If you have low to zero consumption during the 2020 ECQ but still got high bills, it is because your bills were estimated based on your consumption pre-ECQ which were higher than your current consumption. If you received estimated bills for March 2020, April 2020 and/or May 2020, you are advised to disregard these estimated bills. You may have received or will be receiving new bill/s for March 2020, April 2020 and/or May 2020. These new bills are based on actual meter reading.
4. Is the GMBD suspension still in effect?
As of January 1, 2020, we have resumed the implementation of GMBD for all business customers.
5. What is the impact of the GMBD suspension to my bill?
Before the GMBD suspension, business customers are billed based on actual demand or the GMBD, whichever is higher. As shown in the example below (gray bars)
- Case 1: If actual demand (90kW) is higher than GMBD (70 kW), the customer will be billed based on actual demand (90 kW).
- Case 2: If actual demand (50kW) is lower than GMBD (70kW), the customer will be billed based on GMBD (70kW).
With the GMBD suspension for business customers, demand is billed based on the following:
As shown in the example below (orange bars)
- For General Power and General Service B customers with load profile meters, demand is based on actual load profile data registered in the meters.
Case 1: If actual demand (90kW) is higher than GMBD (70kW), the customer will be billed based on actual demand (90kW).
Case 2: If actual demand (50kW) is lower than GMBD (70kW), the customer will be billed based on actual demand (50kW).
As shown in the example below (blue bars)
- For General Power and General Service B customers without load profile meters, demand is based on actual kWh consumption registered in the meters.
Case 1: If demand based on actual kWh consumption (90kW) is higher than GMBD (70kW), the customer will be billed on demand based on actual kWh consumption (90kW).
Case 2: If demand based on actual kWh consumption (50kW) is lower than GMBD (70kW), the customer will be billed on demand based on actual kWh consumption (50kW).
6. Will my bill be delivered to me during the Enhanced Community Quarantine?
Bill deliveries will continue. All bill couriers are equipped with PPEs (personal protective equipment).
7. 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.
8. 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
9. 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.
Payment
1. Which bills are covered by the installment plan and when will it start?
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.
Your first installment is due starting July 15, 2020. You will receive a separate installment bill that is due every 15th of the month.
2. How do I know if I am qualified for 6 months or 4 months installment plan?
- All customers with consumption of 200 kWh and below as of Feb 2020 are qualified to avail of the 6 months installment plan for unpaid ECQ bills
- All other customers are given 4 months installment plan for unpaid ECQ bills
3. Why is the installment plan longer for customers consuming 200 kWh and below?
The 6-month installment plan applies to customers with lifeline subsidy.
4. Can you explain how the installment plan will be implemented?
Example 1: A customer with February 2020 bill that is 200 kWh and below is entitled to pay bills falling due from March 1 to May 31, 2020 in six equal monthly installments.
|
March bill |
P 1,500 |
|
April bill |
P 1,650 |
|
May bill |
P 2,250 |
|
Total |
P 5,400 |
|
Monthly installment for 6 months |
P 900 |
Payment schedule for regular and installment bills:
|
|
Jul |
Aug |
Sep |
Oct |
Nov |
Dec |
|
Monthly installment for ECQ bills due every 15th of the month |
900 |
900 |
900 |
900 |
900 |
900 |
|
Regular monthly bill, payable based on bill due date |
2,100 |
2000 |
1,800 |
1,500 |
1,500 |
1,500 |
|
Total payable every month |
3,000 |
2,900 |
2,700 |
2,400 |
2,400 |
2,400 |
Example 2: A customer with February 2020 bill that is 201 kWh and above is entitled to pay bills falling due from March 1 to May 31, 2020 in four equal monthly installments.
|
March bill |
P 25,000 |
|
April bill |
P 27,000 |
|
May bill |
P 33,000 |
|
Total |
P 85,000 |
|
Monthly installment for 4 months |
P 21,250 |
Payment schedule for regular and installment bills:
|
|
Jul |
Aug |
Sep |
Oct |
Nov |
|
Monthly installment for ECQ bills due every 15th of the month |
21,250 |
21,250 |
21,250 |
21,250 |
No installment |
|
Regular monthly bill, payable based on bill due date |
15,000 |
15,000 |
15,000 |
20,000 |
20,000 |
|
Total payable every month |
36,250 |
36,250 |
36,250 |
41,250 |
20,000 |
5. What if I already paid my estimated bills? How can I validate my payments?
In case you have paid any of your estimated bill/s for March 2020, April 2020 and/or May 2020, these payments have been properly accounted for. You can validate the payments you made for March 2020, April 2020 and/or May 2020 bill/s on page 2 of your future bill under the line “Applied Credits”.
6. I already paid my estimated bills. Can I still avail of the installment plan?
In case you have paid your March 2020, April 2020 and/or May 2020 estimated bill/s and you want to avail of the installment plan, Meralco will refund the payments to you at its Business Centers or Payments Office at the Meralco Center upon presentation of your proof of payment, proper identification and authorization. The refunded amount will then be treated as part of your unpaid balance and will be included in your installment plan.
|
Amount |
Type |
Requirements |
|
Less than Php 5,000 |
Cash |
1. 2 government-issued IDs 2. Proof of ownership 3. SEC certificate of registration, etc. |
|
More than Php 5,000 |
Check |
7. Is my February 2020 bill included in the installment option?
Bills due before March 1, 2020 are not qualified for the installment option.
8. I haven’t paid my February 2020 bill. I am trying to pay online but couldn’t proceed.
If you have an unpaid bill that was due before March 1, 2020, this will still be reflected in your bill as balance from previous billing. Since this bill is overdue, the easiest way to pay is via Meralco Online or at Meralco Business Centers. If you plan to pay through other channels – Payment partners, bank websites or apps, make sure to input your Customer Account Number (CAN) when paying.
For any concerns, email us at biz@meralco.com.ph or call 16210.
9. Can I pay for my installment bill earlier than the 15th?
Yes, you can pay for your installment earlier than the 15th. Please make sure to input your Customer Account Number (CAN) when paying.
10. Can I pay for my installment bill later than the 15th?
If you’re paying beyond the due date, you can pay through the following channels:
- Meralco Online
- Meralco Mobile App
- Meralco Business Centers
- Bayad Centers
11. Can I pay for my installment bill together with my regularly monthly bill?
Regular bills and installment bills may be paid at the same time as long as you make the payment on or before the due dates of both bills. Just make sure to present both bills when paying as these will be processed separately.
12. Do I need to bring a copy of my installment bill when paying?
For your convenience, make sure to bring a copy of your installment bill when paying for your installment bill. If you will pay for your regular bill, please bring a copy of your regular bill.
13. Can I request for the installment plan to be stretched longer?
For now, we can only offer you the 4-month or 6-month installment plans, whichever is applicable to your account based on your consumption as of Feb 2020.
14. As a result of COVID, I stopped operations and do not have enough funds to pay for my bills. What are my options?
Your 2020 ECQ bills can be settled in 4-month or 6-month installment, whichever is applicable to your account. GMBD is also temporarily waived for 2020 ECQ bills.
15. I won’t resume operations yet, probably later this year. How will you bill me for months without operation, after ECQ/MECQ/MGCQ is lifted?
We will bill you based on actual reading.
16. I don’t want to avail of the installment plan. Can I settle my bills in full?
You may pay in full through:
- Meralco Online or Meralco Mobile App
- Meralco Business Centers or Bayad Centers: Please bring your March, April and May bills.
- Banks and other authorized payment channels: Please bring your March, April and May bills and present your Customer Account Number (CAN)
Please get in touch with us via the following channels if you have concerns regarding your bill:
- Email us at biz@meralco.com.ph
- Call our business hotline 16210
17. 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).
18. 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).
19. I’m currently enrolled in Automatic Payment Arrangement (Auto Charge/Auto Debit). Will my payment be affected?
Installment Plan bills are now automatically enrolled to the ACA/ADA arrangement.
20. What if I can’t pay my bill/s? Will you disconnect my service?
For our customers’ safety and convenience, there will be No Disconnections until May 14, 2021.
Meralco Online
1. How can I sign up to Meralco Online?
To sign up to Meralco Online, click here.
For steps on how to register, click here.
2. I have already completed the registration in the website. What do I need to do next?
Please send us the ff. requirements via email:
- Authorization letter - This can be in the form of an email from the President, Vice President, General Manager, or equivalent, authorizing his/her personnel access to company details via the Meralco Online enrollment.
- Undertaking - Ideally, signed and notarized. This can be filled-out without the physical signature, but must explicitly be indicated in the email of the Company President, VP, or GM (or equivalent) that he/she is amenable to the Undertaking. You can download the file here
- Valid ID - Scanned copy of the ID of the company personnel being provided access to Meralco Online. If not available right now, this may be deferred and included in the undertaking.
3. I already have a Meralco Online account. I want to view my bill/pay my bill/report a concern, etc. Can you guide me on how to do it?
For details on how to use Meralco Online, click here.