No Disconnection during ECQ
Meralco Announces No Disconnection And Continues to Provide Service with Compassion
As NCR enters its third ECQ since March 2020, Meralco assures its customers that there will be no disconnection activities during the stricter quarantines scheduled in August 2021.
By By Marco Sumayao
Published August 5, 2021
"We encourage customers, particularly those with concerns on their previous bills, to reach out, so we can discuss and help clarify their concerns and to even come up with payment terms, if really needed," says Ferdinand O. Geluz, Meralco FVP and Chief Commercial Officer.
UPDATE AS OF AUG. 6: Aligned with the government's declaration of the following:
- ECQ: NCR (Aug. 6-20), Laguna (Aug. 6-15)
- MECQ: Cavite, Rizal, Lucena City (Aug. 6-15)
Disconnection activities will be suspended in these areas to prioritize safety.
Adjusting to life under ECQ is never easy, even if it is our third go at it. Suddenly, we need to stock up on supplies, make arrangements at work, and make sure we are well informed about the community guidelines before the quarantine starts for the next two weeks.
And sometimes, things fall by the wayside in all the panic—things like paying our power bills.
If that ever happens, though, Meralco has assured its customers that the lights will be staying on, regardless of your payment status. The energy distributor said on August 3 that it is again suspending disconnection activities in NCR, which will undergo its third ECQ from August 6 to 20, 2021, and the Province of Laguna, which will be under MECQ from August 1 to 15.
“Given the current situation, we continue to take into consideration the challenges our customers are facing amid these difficult times. Thus, we will again suspend all disconnection activities in NCR and Laguna to help ease the burden of our customers with the needed relief and additional time to settle their bills,” says Ferdinand O. Geluz, Meralco FVP and Chief Commercial Officer.
“We encourage customers, particularly those with concerns on their previous bills, to reach out, so we can discuss and help clarify their concerns and to even come up with payment terms, if really needed. We also have several platforms by which you can reach us. We hope customers will also take advantage of this period to avoid the inconvenience of having to queue long lines once the ECQ is again lifted,” he adds.
For customers in areas under GCQ, Geluz assured that Meralco will continue to be very considerate during this period and vowed to assist customers with their concerns. This includes Bulacan, Cavite, Rizal Province, and Lucena City from August 1 to 15; and Batangas and Quezon Province for the entire month of August.
(UPDATE AS OF AUG. 6: Cavite, Rizal Province, and Lucena City changed to MECQ from Aug. 6-15.)
Meralco will continue vital operations such as meter reading, following the order of the Energy Regulatory Commission (ERC), and will also continue to work round the clock to serve its customers.
“Meralco business operations, including meter reading and bill delivery activities, will continue throughout the ECQ. Our continued operations will ensure that actual consumption for the month will be billed accordingly. But rest assured there will be strict implementation of health protocols in order to safeguard the health and safety of both customers and our personnel,” Geluz said.
The ERC, in an advisory last year, encouraged customers who can pay to settle their bills within the original due date “to help manage the cash flow in the energy supply chain and ensure the continuous supply of electricity."
To minimize any COVID-related risks, Meralco advises customers to use digital solutions like Meralco Online and the Meralco App as exposure-free ways to handle their concerns. You can also contact them via Facebook Messenger, Twitter, and their (02) 16211 hotline number.
For concerns that need to be handled in person, your best option is to book an appointment through their Online Customer Appointment system. Meralco Business Centers (BC) will be operating with skeleton workforces during the quarantine period, giving them a very limited capacity to serve walk-in customers.
SMEs who have queries or require assistance can call the business hotline, email biz@meralco.com.ph, or get in touch with their Biz Partner Manager.
Meralco BCs will remain open to accept payments, process applications, and provide customer assistance if their online platforms aren't an option for you. In compliance with IATF guidelines, business hours will be adjusted to 7am to 3pm from Monday-Friday and 7am to 12pm on Saturday.
“Meralco crews will also continue to be on standby 24/7 to respond to any emergencies and reports,” Geluz says.
No matter how many times it happens, an ECQ is always cause for multiple concerns. With Meralco, keeping the lights on is one less thing to worry about.
#ServiceWithCompassion
#ServiceWithPassion
#StaySafe
#StayHome
For concerns you may reach Meralco through the following channels: residential hotline (02) 16211, business hotline 16210, email: customercare@meralco.com.ph. For businesses, you may also contact your Relationship Manager or Biz Partner Manager.
Story originally posted on Power Club.