Updated as of August 25, 2020
Please click on the category of your concern below to learn more.
Understanding Your Bill
1. I got my May bill today. How come the total amount due is double or more than my April bill?
For more information on your higher bills, click here.
August Bill Delivery Schedule
1. I still didn’t receive my August bill. Are there any delays in your delivery?
There will be a slight delay in the August bill delivery. Rest assured that the due date indicated on your bills will be adjusted accordingly. See delivery schedule as of August 25, 2020.
| Meter Reading Date* | Target Delivery |
| August 6 | August 25 |
| August 7 | August 20 and 25 |
| August 8 | August 21 |
| August 10 | August 22 |
| August 11 | August 23 |
| August 12 | August 25 |
| August 13 | August 26 |
| August 14 and 15 | August 28 |
| August 17 and 18 | August 29 |
| August 19 | August 30 |
| August 20 | September 1 |
| August 21 | September 2 |
| August 22 and 24 | September 3 |
| August 25 and 26 | September 4 |
| August 27 | September 5 |
| August 28 and 29 | September 7 |
*You may also refer to the meter reading date found in your Meralco bill
2. Where do I see the meter reading date in my Meralco bill?
Your meter reading date can be found under the Billing Info section on the 1st page of your bill.
Meter Reading, Delivery and Bill Estimation
1. ECQ has been extended. In your previous announcement, meter reading activities are suspended until April 14. Will meter reading resume after April 14?
We have started meter reading on skeletal force for some Corporate and BIZ customers on April 11. Regular meter reading activities resumed for Corporate and BIZ customers on April 18.
Meter reading for residential customers resumed on May 6, 2020. However, for some areas meter reading will continue to be suspended until further notice, in accordance to ECQ/GCQ guidelines.
2. How can you assure me that field personnel (meter reader, field rep and bill courier) are following safety protocols?
Field personnel follow a set of safety protocols and use Personal Protective Equipment (PPE) - face shield, mask and gloves to perform their duties. Interviews are also conducted to ensure their health and safety.
3. Will you stop your operations (field verification, meter reading, billing)? How will I get billed since there’s a COVID-19 emergency? I don’t remember seeing the meter reader this month?
Meter reading was put on hold to ensure your safety and that of our employees and meter readers.
For households with meters scheduled to be read from March 17 to April 30, billing will be estimated on your average consumption for the past 3 months. The difference between the estimated 3 month average and the actual meter read (after ECQ is lifted) will be reflected on your next bill and corresponding charges will be adjusted. You are assured that when all adjustments are made, you pay for only what you consumed.
We hope for your understanding as we implemented bill estimation as prescribed by the Distribution Services and Open Access Rules issued by the Energy Regulatory Commission (ERC), in these unprecedented times.
If you need further assistance, message us on Facebook, Twitter or call Hotline 16211.
You may also send us an email at customercare@meralco.com.ph.
4. What will be the basis of my bill? You were not able to read meters for the month of March/April.
Your March and/or April bill will be estimated based on your average daily consumption for the past 3 months as prescribed by the Distribution Services and Open Access Rules (DSOAR) issued by the Energy Regulatory Commission.
Your May bills are based on your actual consumption, plus adjustments from your March and April bill.
For customers whose meters have not been read due to suspension of meter reading in accordance to ECQ/GCQ guidelines, your May bills will still be estimated.
March 2020 bill estimation sample table
| Month | Number of bill days | kWh Consumption | Basis |
| Dec 2019 | 30 | 220 | Actual reading |
| Jan 2020 | 31 | 180 | Actual reading |
| Feb 2020 | 31 | 200 | Actual reading |
| March 2020 | 29 | 189 | Estimated* |
Note: *Estimated kWh Consumption for March is based on the daily average kWh consumption of December 2019, January 2020, and February 2020 multiplied with the number of days in March or ((220 + 180 + 200) / (30 + 31 + 31)) * 29 = 189 kWh
April 2020 bill estimation sample table
| Month | Number of bill days | kWh Consumption | Basis |
| Jan 2020 | 31 | 180 | Actual reading |
| Feb 2020 | 31 | 200 | Actual reading |
| March 2020 | 29 | 189 | Estimated |
| April 2020 | 31 | 194 | Estimated* |
Note: *Estimated kWh Consumption for April is based on the daily average kWh consumption of January 2020, February 2020, and March 2020 multiplied with the number of days in April or ((180 + 200 + 189) / (31 + 31+ 29)) * 31 = 194 kWh
You are assured that once the enhanced community quarantine is lifted and operations normalize, we will be able to read all meters and make the necessary adjustments. You will only pay for what you consumed.
If you have further concern and would need further assistance, we will lodge your inquiry and forward it to the concerned office.
5. Will I still get my Meralco bill during this COVID-19 emergency? When should I expect to receive my Meralco bill?
For bills with bill date from March 16 to 31, 2020, bill delivery will start May 2. Your April bill will be delivered together with your May bill starting May 6.
For a bill summary:
- Message us on Facebook, Twitter.
- Call us in our 24/7 Hotline 16211
- Text 0920-97-16211 (Smart), 0925-77-16211 (Sun), 0917-55-16211 (Globe)
To get a copy of your bill, request via email at customercare@meralco.com.ph
6. Why are you delivering now when it is still ECQ?
As a utility, Inter-Agency Task Force (IATF) allowed Meralco to deliver bills except for areas on community lockdown.
7. My meter is newly installed, what will be the basis of estimation?
Estimation is based on the customer’s load, as reflected during application. Adjustments will be made on the next meter reading.
8. I got my March bill today. Why do I have an unpaid balance? I know I don’t have arrears.
To keep you updated of your account status, your latest bill reflects all payments made and any outstanding amounts as of the time of printing. In the case of your March bill whose printing was delayed until early May, this may already include the amount for your April consumption.
Outstanding balances can be from February 2020 and prior months, which will have a line item that says “Please pay immediately.” The April consumption will reflect the same due date found on your March bill.
Both will be reflected as Previous Billing in the front section of your bill.
Your March amount due will be reflected as Current Charges.
Kindly see below bill samples:
1. Customer March Bill with Previous Balance and April Bill under “Balance from Previous Billing”
2. Customer March Bill with April bill under “Balance from Previous Billing
For inquiries regarding your bill, please contact us through the following channels:
- Message us on Facebook, Twitter.
- Call us in our 24/7 Hotline 16211
- Text 0920-97-16211 (Smart), 0925-77-16211 (Sun), 0917-55-16211 (Globe)
9. I got my March bill today. Why does it say my total amount due is zero?
If your total amount due is zero, you may have paid already through your bank, or online, before your March bill was reprinted and delivered to you. Please refer to the Energy Bill Amount Section of your bill for the original total bill amount.
Business Center Operations
1. When will Business Centers open?
Business Centers will re-open on May 7 to accept payments, service application, concerns and inquiries, with below schedule:
| Offices | Monday to Friday | Saturday | Sunday & Holiday |
| All Meralco Business Centers except listed below | 7:00 am to 4:00 pm | 7:00 am to 12:00 noon | Closed |
| Metropoint Business Center | 9:00 am to 4:00 pm | 9:00 am to 1:00 pm | Closed |
| Bacoor Customer Center in Bacoor Government Center | 8:00 am to 5:00 pm | Closed | Closed |
For your own safety, we highly encourage you to be updated and transact through our digital platforms:
- Meralco Online
- Meralco Mobile app
Our Hotline 16211 is also available 24/7.
2. 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 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 37.8 degrees and above will not be allowed to enter.
- Those with coughs and/or colds or manifest COVID-19-like symptoms will be not allowed to enter.
- Maintain a distance of 6 feet / 2 meters 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 did 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.
3. What are the safety measures Meralco has implemented in Meralco Business Centers?
- Meralco employees in Business Centers passed the rapid Covid-19 testing authorized by the Pasig City Health Office
- We are working on skeletal force to observe strict social distancing
- Acrylic barriers were installed as added precaution when transacting
- Business Centers are undergoing assessment to improve indoor air quality
- Business Center personnel will be in Personal Protective Equipment (PPE).
- A desktops 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. Can I still transact online?
Yes, we continue #SwitchingOnTheNewNormal through our digital channels.
For payment transactions:
- Pay Visa or Mastercard-enabled credit card or debit card:
- Meralco Online
- Meralco Mobile app
Other authorized payment partners with online access are also available through this link
Message Bayad Center on Facebook to find out the nearest open Bayad Center For a full listing of payment options, please click here
How to Apply for a Service
1. How do I apply for service during ECQ?
For your safety and convenience, you may apply through Meralco Online.
2. I already applied for a service. When will the field representative visit my premises?
To ensure safety and health of our customers and employees, field activities will only start once safety assessment of the area has been cleared. Our Customer Care Representative will get in touch with you on the schedule once assessment of the area is complete. You may also opt to submit a photo of your premises in lieu of an initial field inspection.
3. I thought you will be suspending field activities during ECQ? How will you inspect my area?
We have modified our service application process during ECQ to ensure that we are committed to switch the lights on for you. To ensure safety and health of our customers and employees, field activities will only start 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. How do I submit the required documents during ECQ?
For your safety and convenience, you may submit your documents through Meralco Online or you may submit through drop boxes located in ALL Meralco Business Centers, Auxiliary and Extension Offices and select Bayad Center branches.
5. My service entrance is already approved. How do I pay my bill deposit?
Bill deposit shall be deferred during ECQ and should be paid once ECQ has been lifted.
Concerns
1. I have a concern regarding my service. Who can I talk to?
Message us on Facebook, Twitter or Call Hotline 16211. You may also send us an email at customercare@meralco.com.ph.
Reconnection
1. My service was disconnected but I was able to pay my bill already/ My service is scheduled for reconnection, will you still be able to reconnect my service now that we are on enhanced community quarantine?
As we are in a very special situation, we ask for your understanding as it may take some time to restore your service, but rest assured that we will fulfill our duties to the best of our abilities.
2. My service was disconnected but I was able to pay my bill already/ My service is scheduled for reconnection, will you still be able to reconnect my service now that we are on community quarantine?
Please refer to answer no. 1 in this section.
3. What is your turnaround time or how long do I have to wait for my service to be reconnected during this time of emergency?
Please refer to answer no. 1 in this section.
Installment Payment Agreement before ECQ
1. What is IPA?
Installment Payment Agreement (IPA) is a special agreement made between an authorized Meralco personnel and a customer.
This allows the customer to pay his/her unpaid bills in installment payments within a certain agreed number of months.
2. I have an existing installment agreement with the Business Center. Because of ECQ, I can’t pay for it. Do I need to pay for it now?
You do not need to pay for it now. However, we encourage you to settle it once the Business Centers open and the Enhanced Community Quarantine is lifted.
IPAs with due dates from March 1 to March 31, 2020, have been given payment extensions until May 15, 2020.
IPAs with due dates from April 1 to April 14, 2020, have been given payment extension until June 15, 2020.
3. I have an existing installment payment agreement. Is this covered by the 30-day payment extension?
All IPA installments under active accounts with payment due up to April 14 will be given an extension. Please see below chart:
| IPA Due Date as per Agreement | IPA New Due Date Because of the 30-Day Extension |
| March 1, 2020 | May 15, 2020 |
| March 2, 2020 | May 15, 2020 |
| March 3, 2020 | May 15, 2020 |
| March 4, 2020 | May 15, 2020 |
| March 5, 2020 | May 15, 2020 |
| March 6, 2020 | May 15, 2020 |
| March 7, 2020 | May 15, 2020 |
| March 8, 2020 | May 15, 2020 |
| March 9, 2020 | May 15, 2020 |
| March 10, 2020 | May 15, 2020 |
| March 11, 2020 | May 15, 2020 |
| March 12, 2020 | May 15, 2020 |
| March 13, 2020 | May 15, 2020 |
| March 14, 2020 | May 15, 2020 |
| March 15, 2020 | May 15, 2020 |
| March 16, 2020 | May 15, 2020 |
| March 17, 2020 | May 15, 2020 |
| March 18, 2020 | May 15, 2020 |
| March 19, 2020 | May 15, 2020 |
| March 20, 2020 | May 15, 2020 |
| March 21, 2020 | May 15, 2020 |
| March 22, 2020 | May 15, 2020 |
| March 23, 2020 | May 15, 2020 |
| March 24, 2020 | May 15, 2020 |
| March 25, 2020 | May 15, 2020 |
| March 26, 2020 | May 15, 2020 |
| March 27, 2020 | May 15, 2020 |
| March 28, 2020 | May 15, 2020 |
| March 29, 2020 | May 15, 2020 |
| March 30, 2020 | May 15, 2020 |
| March 31, 2020 | May 15, 2020 |
| April 1, 2020 | June 15, 2020 |
| April 2, 2020 | June 15, 2020 |
| April 3, 2020 | June 15, 2020 |
| April 4, 2020 | June 15, 2020 |
| April 5, 2020 | June 15, 2020 |
| April 6, 2020 | June 15, 2020 |
| April 7, 2020 | June 15, 2020 |
| April 8, 2020 | June 15, 2020 |
| April 9, 2020 | June 15, 2020 |
| April 10, 2020 | June 15, 2020 |
| April 11, 2020 | June 15, 2020 |
| April 12, 2020 | June 15, 2020 |
| April 13, 2020 | June 15, 2020 |
| April 14, 2020 | June 15, 2020 |
4. I am on IPA. Where can I pay for it?
IPAs may be paid only thru the Business Centers. Since the Business Centers are currently closed, payments for IPAs may be deferred until the Business Centers are open again.
5. I am on IPA but my account is not active anymore, can I still pay for my account?
IPAs, whether for active or terminated services, may still be paid once the Business Centers are open.
ATM Ref No. and Meralco Ref No. (MRN)
1. Can I pay my bills over the counter even during ECQ?
Since Meralco Business Centers are temporarily closed, kindly check with your preferred bank if they are currently accepting over the counter payments.
If yes and you are paying on or before your original due date, just make sure you have an ATM Reference Number / Meralco Reference Number.
You may request for a bill summary though the following channels:
- Message us on Facebook, Twitter.
- Call us in our 24/7 Hotline 16211
- Text 0920-97-16211 (Smart), 0925-77-16211 (Sun), 0917-55-16211 (Globe)
To get a copy of your bill, request via email at customercare@meralco.com.ph
If your bill is beyond the original due date, you will need a new ATM Reference Number or Meralco Reference Number to pay your bill. Please request through the channels mentioned above.
However, please note that banks only accept payments for bills before they are due. For overdue bills, you may pay via the Meralco Business Centers, Meralco Online or the Meralco Mobile App.
Open Bayad Center branches are also still accepting payments for overdue bills. Message Bayad Center to get a list of available branches.
2. What details should I provide to pay over the counter?
For banks, you will need to provide the following:
- ATM reference number (found at the bottom of the bill) and bill amount.
- Bill amount
- Filled out Form with your contact details
For Bayad Center payments, you will need to provide your Meralco reference number found at the bottom of your bill.
If available, it’s best to bring your Meralco bill when paying over the counter for a smooth transaction.
You may also either request for a bill summary through SMS, Facebook, Twitter or a copy of your bill to customercare@meralco.com.ph
3. It’s already past the due date on my bill. Since you provided a 30-day payment extension, can I still settle my bill though my preferred bank?
Yes, you can, but you will need an updated Meralco Ref. No. (MRN) / ATM Ref. No. Please request for a new one through the following channels:
- Email us at customercare@meralco.com.ph
- Facebook and Twitter
4. I’ve been trying to pay through an online facility (i.e. BDO Online, BPI Online, GCash, etc.), but cannot complete the transaction. Can you help me with this?
If you bill was due on or before April 14, 2020, it’s already past due and the Meralco Ref. No. (MRN) / ATM Ref. No. is no longer valid.
Please refer to answer no. 1 on available channels for requesting an updated MRN or ATM Ref No.
5. Why do you need to issue a new Ref. No. for me to complete my payment?
The Meralco Ref. No. (MRN) / ATM Ref. No. are only valid 13 days (9 Days for BDO) until the date indicated in the reference numbers found at the bottom of the bill. These dates start on the 12thdigit found in both reference numbers.
6. Until when will the new Ref. No. you provided be valid?
The new Ref. No. will be valid until 13 days (9 days for BDO) from the date indicated in the reference numbers.
7. Where can I pay my overdue bill?
8. Which banks accept ATM Reference Number or Meralco Reference Number?
