Republic of the Philippines

ENERGY REGULATORY COMMISSION

A world class and independent electric power industry regulator that equitably promotes and protects the interests of consumers and other stakeholders, to enable the delivery of long-term benefits that contribute to sustained economic growth and an improved quality of life.


ERC sets up additional communication channels for consumer complaints

The Energy Regulatory Commission (ERC) has set up additional communication channels which can receive feedback and complaints from electricity consumers, in pursuance to its mandate to handle consumer complaints and to ensure adequate promotion of consumer interests[1]. 

 

“We have beefed up the capacity of our Consumer Affairs Service (CAS) in order to receive and process consumer inquiries and complaints by supplementing its front line staff, establishing additional communication channels, coordinating and following thru on complaints with the Distribution Utilities (DUs)”, ERC Chairperson and CEO Agnes VST Devanadera stated.

 

Additional electronic mail facilities have been put up by the ERC to handle the influx of consumer complaints related to billing concerns, technical concerns, and services of the Distribution Utilities (DUs). To ensure a more organized system for feedback and complaints handling, the following additional email accounts may be accessed by the public for very specific concerns:

 

Email Address

Nature of Complaints

cas1@erc.ph

Concerns with regard to high billing or wherein a consumer’s recent bill is double or triple the amount of their previous billing/s.

 

cas2@erc.ph

Concerns with regard to billing wherein a previous payment was not reflected in the current billing issued.

cas3@erc.ph

Concerns arising from DU charges or issued billing despite the non-occupancy of the consumer’s service address.

cas4@erc.ph

Concerns arising from billing issues wherein the consumer has not yet received a billing, or is requesting for a billing based on actual meter reading.

cas5@erc.ph

Concerns arising from Service Irregularity or alleged violations of R.A. No. 7832 or the Anti-Pilferage of Electricity and Theft of Electric Transmission Lines/Materials Act of 1994 and any other concerns with regard to DUs and their service – e.g. technical issues such as power outages, line repairs, etc.

 

 

 

 

 

 














 


In order to facilitate the evaluation of the complaints, consumers are required to submit the following information:

 

a.    Name of the Complainant/Registered Customer;

b.    Name of distribution utility;

c.     Service ID Number; and

d.    Pictures of electricity bills in question (front and back portion).

 

The Commission continues to maintain its e-mail address consumer@erc.gov.ph.

 

“We encourage consumers to use the afore-cited email addresses that have been set up to receive specific consumer concerns and feedback to facilitate the resolution of their issues and concerns”, ERC Chair Devanadera concluded.


[1] Section 41. Promotion of Consumer Interests. Republic Act No. 9136 “Electric Power Industry Reform Act of 2001”.

 


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