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ERC Consumer Affairs
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MAGNA CARTA
for Residential
Electricity Consumers
Prepared by Customer Process Management, Utility Economics, Marketing and Corporate Communication November 2005
TABLE OF CONTENTS
I. II.
III. IV. V.
You may contact our Call Center hotline at 16211 or any Meralco branch for any concern on the Magna Carta.
12
When one of the permanent occupants of the premises is sick and dependent on a life-support system requiring electricity, disconnection may be suspended for a maximum of two (2) months. You should present a medical certificate certifying that the termination of the electric service would be dangerous to the health of the person. Disconnection can also be suspended for no more than thirty (30) days during a funeral wake of a deceased permanent resident of the premises. -Chapter II, Article 20
l l
11
Note: These are payment partners as of November 2005. For an updated list, visit our website at www.meralco.com.ph or call our Call Center hotline 16211 or any Meralco branch.
What are the highlights of the customers rights under the new Code?
Within the first year of implementation (2004 to 2005), existing and new customers will begin to enjoy these rights under the new Code: l Applicants for service will now be exempted from paying meter deposit. Existing customers who paid a meter deposit before the Code took effect will be refunded the amount based on the schedule prescribed by ERC. l Customers may receive a refund of the bill deposit after maintaining a consistent and consecutive 3-year good payment record starting November 2004. l Interest on deposits will be credited yearly to the bills of the registered customer. l The billing period is now defined as time in between two (2) meter readings. This time or billing cycle is at least 28 days and not exceeding 31 days. l Customers have a right to one (1) free meter test once every two years.
What is a good payer and is there any incentive for being a good payer?
A good payer pays his bills on or before the due date. As a good payer, you will not receive a disconnection notice, you will not get disconnected and you will acquire a good credit standing. If you become a good payer for three (3) consecutive years, you can demand for the full refund of your bill deposit even before your service contract is terminated. One way to ensure that you can establish a good credit rating is to avail of the automatic debit arrangement (ADA) or auto-charge payment options.-Chapter,
Article 7
What are the highlights of the customers obligations under the new Code?
The Code also balances the interest of the utility company by defining the customers obligation: l l l Bill deposits must be updated annually to approximate current electricity consumption. Customers must pay their bills before due date to avoid inconvenience of disconnection. Illegal use of electricity will be subject to penal sanction and payment of differential billing
Article 19 & 20
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In summary, the Code was created to ensure the continuous supply of electricity and the convenience it brings customers provided that they meet their obligations with the distribution utility serving them.
branches, extension offices, payment offices or through any of our accredited collection partners. Non-OTC: You can also pay through automatic debit arrangement (ADA), credit cards, Automated Teller Machines (ATM), phone banking, Short Messaging Service (SMS) and internet of accredited banks and institutions.
Article 2
the following: 1) The meter is not accessible for reading or testing.; and 2) Improvements or renovations to the residence will make the meter inaccessible
What will happen to the meter deposit I paid before the Code took effect?
You will be refunded for the meter deposit you paid and the interests it earned as long as your account is in good standing (no unpaid bills) following the schedule set by ERC.
A. CONTRACT OF SERVICE
Who is a registered customer?
It is the customer who has a valid service contract with the electric utility, specifically the signatory of the valid service contract with Meralco.-Chapter I, Article 2
What is an undertaking?
IV. PAYMENTS
When should I pay my bill?
You have nine (9) days to pay your electric bill after receipt.-
It is a legal document that binds the owner of the premises jointly and severally liable with the tenant/registered customer for any unpaid bills incurred by the latter after leaving the premises, in the absence of or insufficiency of the bill deposit.-Chapter II, Article 6
termination of service, provided all the bills have been paid. Starting November 2004, all existing active and new services are entitled to a full refund of the bill deposit even before the electric service is terminated. Should you accumulate thirty six (36) consecutive months or three (3) consecutive years of good payment record (i.e., you paid your bills on or before due date) and you have no service violations, you can file an application for bill deposit refund at a Meralco branch office. You will be refunded within one (1) month after Meralco receives your application. - Chapter II, Article 7
III. BILLING
When do I get my electric bill?
Your electric bill covering a period of 28 to 31 days will be delivered every month to your billing address.-Chapter II, Article
What if I was already refunded my bill deposit but I later defaulted in paying my succeeding monthly bills?
You will be required to post another bill deposit which you can only refund upon termination of electric service -Chapter III, Article 28
Who will shoulder the replacement cost if the meter is stolen or broken?
If you damage or lose the electric meter, you will pay the replacement cost of the meter. - Chapter II, Article 8