Meralco...

Meralco president and CEO Ray Espinosa said COVID-19 has disrupted and adversely affected industries, employment, operating procedures and our way of life, but the power distributor is stepping up efforts to keep the lights on.

“The pain brought by this global pandemic is expected to be felt for quite some time. Meralco has stepped up and increased its message handlers and added digital and voice agents to address all customer concerns, while continuing to keep a robust and reliable network,” he said.

“We recognize the pain of our customers with the surge of consumption brought about by WFH arrangements and the scorching summer heat, and we have thus instituted ‘Customer First’ measures. We have relaxed customer credit, while being mindful of our obligations to suppliers and stakeholders,” Espinosa said.

For the remaining months of the year, Meralco has prepared its network to enable the micro-, small- and medium-sized enterprise (MSME) commercial and industrial customers to bounce back as stimulus is provided and as capital slowly flows back into the system, the company chief said.

“We are looking at their requirements and ensuring that we are ready to energize them when and as needed. We are in constant communication with our regulators on automation, digital transformation and a more responsive service. Policies and rules are also being updated to respond to the needs and requirements of the times,” Espinosa said.

Meanwhile, Pangilinan said Meralco recognizes its critical role in enabling industries as businesses restart and transition to the ‘new normal.’

“Even while everyone faces uncertainty of an unknown future, the entire Meralco organization is committed to, and will remain relentless in ensuring network reliability, customer care, and workplace integrity. We also reiterate our commitment to sustainability and to powering the good life as well,” he said.