Outages and Incidents

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Outages and Incidents

Thank you for your interest in instituting good governance practice in Meralco

If you are aware of any violation of the following corporate governance rules, committed by any our directors, officers or employees, related to the following:

Violation of the Corporate Governance Rules
Violation of the Code of Ethics and Company Code of Employee Discipline or other similar codes
Financial Malfeasance including those relating to financial fraud and questionable accounting and auditing matters

Kindly fill out the appropriate forms (click to download) and submit to any of the CG communication channels

eReport Mo Form Anti-Retaliation Form

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Outage Advisories

How can I receive outage advisories?

Once you register on Meralco Online, you will receive outage advisories on power interruptions affecting your service/s. These will be sent via SMS by default, but you can log in to your account to easily change or select your notification preferences.

For a step-by-step guide, please refer to the instructions below.

A. Via Meralco Online
1.   Log in to Meralco Online.
2.   Click on the arrow next to your name on the upper right-hand corner.
3.   Select “My Profile”.
4.   Click on the “Notification Settings” tab.
5.   Tick the “Email” and/or “SMS” box for Outage Advisories.
6.   Click the “Save” button.
B. Via Meralco Mobile
1.   Log in to Meralco Mobile.
2.   Tap the menu icon found on the upper left-hand corner of the Overview page.
3.   Tap "Settings".
4.   Scroll down to "Preferred Communication Channels".
5.   Tap the plus sign (+) beside “Outage Advisories”.
6.   Tap the toggle buttons for Email, SMS and Push Notification to enable or disable Outage Advisories.
7.   Tap the "Save Preferences" button.

Outage Causes

What causes an outage?

There are two types of outages: (1) Planned Outage or Pre-arranged Interruption and (2) Unplanned Outage or Forced Interruption.

A Planned Outage or Pre-arranged Interruption happens in order to allow us to conduct maintenance activities, upgrade our line and/or substation equipment and facilities, relocate our facilities as necessitated by government projects (e.g., road widening), or construct and extend our facilities to serve additional customers. If you’re going to be affected by this type of outage, we’ll advise you at least 72 hours before the actual time of service interruption.

An Unplanned Outage or Forced Interruption is an outage that results from emergency conditions that require that service be shut off immediately without prior notice. It’s usually caused by factors that are beyond our control, such as generation deficiency, adverse weather conditions and foreign objects hitting or coming into contact with our power lines and equipment. Failure of line hardware, components and devices directly connected to power lines also cause this type of power outage.

Outage Reporting

How do I report an outage?

You can report an outage by filling out and submitting an online form, which is available on Meralco Online and Meralco Mobile. Simply log in to your account and go to the Outages and Incidents section. Alternatively, you can visit our website at www.meralco.com.ph and access the online report form as a guest. Note that providing your Service ID No. will help us process your report faster.
For a step-by-step guide, please refer to the instructions below.

Via Meralco Online
1. Log in to Meralco Online.
2. Click on “Outages and Incidents”.
3. Select “Report an Outage or Incident”.
4. Specify the location of your outage or incident by:
  1. Selecting an enrolled Service ID No. (If you only have one, this field will be automatically pre-populated.);
  2. Entering an unenrolled Service ID No.; or
  3. Entering an address.
5. Provide landmarks or directions to help us find your locations faster.
6. Select your concern type – No Power or Voltage Problem.
7. Select the appropriate answer to the question/s that will appear based on your concern type.
8. Optional: Provide additional details or information.
9. Optional: Upload up to 5 photos of your concern. Each file must be in PDF, PNG, JPG or BMP format and must not exceed 5MB.
10. Enter the details of the contact person for your report. Fields are pre-populated with your registered details, but these can be edited.
11. Specify how you want to receive notifications related to your report by selecting either the “Email” or “SMS” radio button. The SMS button is selected by default.
12. Click the “Submit” button.
13. You will be directed to a confirmation page, acknowledging receipt of your report. You will also receive an acknowledgment via SMS or email, depending on your preferred channel.
Via Meralco Mobile
1. Log in to Meralco Mobile.
2. Tap the menu icon found on the upper left-hand corner of the Overview page.
3. Select “Outages and Incidents”.
4. Tap “Report” on the upper right-hand corner.
5. Specify the location of your outage or incident by:
  1. Selecting an enrolled Service ID No. (If you only have one, this field will be automatically pre-populated.);
  2. Entering an unenrolled Service ID No.; or
  3. Entering an address.
6. Provide landmarks or directions to help us find your locations faster.
7. Tap “Next” on the upper right-hand corner.

Outage Restoration

How does Meralco restore power?

We have a structured approach in restoring power. Depending on their extent or severity, outages are monitored and managed either by our System Control team or Sector Operations team, with the help of our Automated Distribution Management System, or ADMS. As soon as outages are detected, we dispatch crews to investigate the cause. Crews arriving on-site will assess the damage and necessary repair, then have the power restored.

How accurate is the Estimated Time of Restoration (ETR) that Meralco provides? Our crews provide initial estimates based on their visual inspection. Our Automated Distribution Management System, or ADMS, takes that information and combines it with historical data to formulate a more accurate ETR. Estimates may change from time to time during the restoration process depending on the number of work orders assigned to crews. Nevertheless, we exert all effort to ensure that power is restored on or before the given ETR.

Outage Tracking

How do I track the status of my report?

You can track the status of your report by logging in to Meralco Online or Meralco Mobile and going to the Outages and Incidents section. Your report will be displayed in a table or list, and the status that appears reflects the most recent update available for your report.
For a step-by-step guide, please refer to the instructions below.

Via Meralco Online
1. Log in to Meralco Online.
2. Click on “Outages and Incidents”.
3. Select “Summary of Reports”.
Via Meralco Mobile
1. Log in to Meralco Mobile.
2. Tap the menu icon found on the upper left-hand corner of the Overview page.
3. Select “Outages and Incidents” to display the Summary of Reports.
4. Tap the arrow next to a report for a more detailed view.