Advisory
Disconnection Updates for Lifeline Customers
To further clarify the new announcement on disconnection for postpaid, residential lifeline customers, see details below to help you manage your bills.
To further clarify the new announcement on disconnection for postpaid, residential lifeline customers, see details below to help you manage your bills.
To know more about the lifeline discount, click here.
How does the DOE Advisory dated February 5, 2021 affect MERALCO customers?
For MERALCO’s postpaid residential customers with an average consumption of 100 kWh and below based on their November 2020, December 2020 and January 2021 bills, there will be no disconnection for unpaid bills (regular and ECQ/MECQ) falling due on or before March 31, 2021.
In case of violations covered by Republic Act No. 7832 or your contract of service with Meralco, regular disconnection policies will apply.
How do I know if I'm qualified for the no disconnection policy?
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Please check the consumption reflected in your November 2020, December 2020 and January 2021 bills. This can be found on the first page of your bills, under the Billing Info table labelled "Total kWh".
Get the average consumption of your November 2020, December 2020 and January 2021 bills.
Add your November 2020, December 2020 and January 2021 kWh consumption. Divide the total by 3.
| Bill Month | kWh consumption |
|---|---|
| November 2020 bill | 98 |
| December 2020 bill | 82 |
| January 2021 bill | 56 |
| Total consumption | 236 |
| Average consumption (Total consumption/3) |
79 |
Customers covered by the DOE Advisory dated Feb 5, 2021, will also see an IMPORTANT NOTICE regarding this matter in the upper right section of the Meralco bill. This will be reflected in bills sent out from February 18, 2021 to March 31, 2021.
If you do not have a copy of your bill/s or have concerns regarding your bill/s and payments, you may reach us through the following:
- Email us at customercare@meralco.com.ph
- SMART 0920 97 16211 and 0925 77 16211
- GLOBE 0917 55 16211
- Hotline 16211
We will be happy to assist you. Talk to us from the safety of your homes.
Are 2020 Meralco bills part of this no disconnection advisory?
Yes, following the criteria below:
- You are a postpaid residential customer with average consumption of 100 kWh and below for your November 2020, December 2020 and January 2021 bills.
- Your 2020 Meralco bill/s (regular and ECQ/MECQ bills) are due on or before March 31, 2021.
There was an accident in our area affecting our service. Will Meralco reconnect our service immediately?
In case your service is disconnected beyond the reasonable control of Meralco (e.g. Force Majeure events), rest assured that we are committed to reconnect your service to the best of our abilities.
Click this link to report an outage in your area.