Meralco customers can pay only average consumption while disputed bill is being reviewed: ERC
The Energy Regulatory Commission has clarified that Meralco customers with bills under dispute are not obligated to pay the entire amount while waiting for a resolution to their complaint.
Citing the Magna Carta for Residential Electricity Consumers in an interview with Unang Hirit on July 15, Atty. Maria Corazon Gines, ERC director for Legal, said Meralco customers are entitled to several remedies in case of billing disputes.
If a customer formally requests for a billing adjustment or lodges an official complaint questioning charged penalties, metering errors, even human errors committed by Meralco, ERC automatically issues a Stay of Disconnection order. This means while a formal complaint is being investigated, Meralco is not allowed to disconnect the consumer's electricity supply.
In an interview with TV Patrol on the same day, Gines clarified customers waiting for a resolution to their disputed bill may pay only a portion of it.
"Ang babayaran lang for the meantime, habang iniimbestigahan ['yung bill dispute], ay 'yung average monthly consumption ninyo bago 'yung bill in question," Gines said. "'Yung mga ibang klaseng disputes naman, kailangang bayaran muna natin, under protest."
However, she reminded listeners that this privilege is offered only to consumers who formally file a complaint with ERC regarding their bill.
Of late, customers have been questioning their Meralco bills, noting large discrepancies in their June electricity consumption compared to that in May. In late June, talent manager Cacai Mitra posted a photo of her latest bill, which showed a steady rise in consumption, culminating in a P94,355.21 bill.
Gines explained the process in analyzing Meralco bills in dispute.
If there is a huge jump, say from 65 kWh to 1,600 kWh in one month, the first thing to do is test the Meralco meter for accuracy. Old, inaccurate meters will produce wrong readings. Consumers themselves can request meter testing from ERC, which will then carry out the inspection.
The actual consumption rate can be seen on the front page of the Meralco bill to the left of the amount.
"Bukas po yung tanggapan ng ERC para doon sa inyong mga reklamo. At kung nakikita naman namin na ito ay hindi tama, nag-iissue naman kami ng... Stay of Disconnection," Gines said.
Consumer complaints regarding Meralco bill disputes may be filed with ERC by visiting ccts.erc.ph then click "New Complaint" button. Enter the necessary information and choose the type of complaint. Once the account has been approved and registered, return to website and login using the registered email address and password that will be sent via email.
You may also submit your complaint by downloading the form and sending it via email to consumer@erc.ph or mail to: 12/F Exquadra Tower, 1 Jade Drive, Ortigas Center, San Antonio, Pasig City, Metro Manila, Philippines.
