Gearing up for customer satisfaction

By Herbert Vego

NO less than Mayor Jerry P. Treñas recently posted a Facebook message lauding MORE Power for efficiency in keeping Iloilo City energized. He drew specific attention to “inexpensive electric bills resulting from improvements of utilities which redound to social services’ boost and economic benefits for the people.”

I thought of interviewing MORE’s President Roel Z. Castro for reaction. I sincerely think it is because of his able management that the sole power distribution utility in the city has gained customer satisfaction.

As every Ilonggo knows, the clamor for MORE to expand outside the city has caught the attention of the House of Representatives, which has passed on third reading the bill expanding its franchise coverage into the towns of Alimodian, Leganes, New Lucena, Pavia, San Miguel, Santa Barbara, and Zarraga (2nd district), and to Anilao, Banate, Barotac Nuevo, Dingle, Dueñas, Dumangas, and San Enrique as well as Passi City (4th district).

Since he was in Manila, however, Castro authorized the company’s Customer Care Department head, Ma. Cecilia “Maricel” Pe, to answer our questions.

The lady executive traced to “affordable cost” (P6.38/kilowatt-hour) the big leap of the number of households connected to MORE Power – from 63,000 in March 2020 to 83,000 today.  This means that most of the former power pilferers have converted into paying customer.

We reiterated the problem on electric meters “unfriendly to the eyes”, since they are fastened on poles at an elevation of three meters (around 10 feet) above ground. A cousin of mine had complained he had to use a telescope to verify the correctness of the meter reader’s reading.

“The above-eye-level height is an imposition of the ERC,” Ms. Pe said, referring to the Energy Regulatory Commission, “as provided by the Magna Carta for Residential Electricity Consumers. It protects the meter from pilferage and deep floods. Should a customer desire to transfer the location of his meter upon prior arrangement, he should buy the extra wirings needed. Should there be any doubt on the accuracy of the reading and the customer would like to complain, he could always request for a copy of the reading. Our readers are equipped with a stick camera that enables them to photograph the numbers on the digital meter on reading day.”

What if the customer experiences a surge in his bill and attributes it to “fast meter”?

“He could ask for either recalibration or replacement of the meter free of charge in the presence of a technical man from the ERC,” Pe said. “However, if he is wrong in his suspicion, he has to shoulder the cost of the service and new meter.”

Knowing that MORE Power had refrained from disconnecting delinquent customers for four straight months in deference to the city’s Modified Enhanced Community Quarantine (MECQ) status, we asked her whether they would be disconnected now that disconnection has resumed.

Of course, it is a “given” that no company stabilizes without the customers’ financial support.

“Once they receive the bill,” she answered, “they have 48 hours to pay in full. Otherwise, they would be disconnected without time extension. Should they insist on being unable to pay in full, they would have to come to our customer care office at Hotel del Rio for negotiation.”

Bills may be paid in that hotel office or in accredited banks and online.

Billing and other concerns may also be attended to online or by hotline phone, accessible through the FB page “MORE Power-Iloilo.”  The page not only receives complaints but also publishes news bulletins, including safety tips and announcements on scheduled and unscheduled brownouts.

Another good news is that MORE has gone the extra mile for the environment by adopting a mangrove park committed to planting 10,000 trees by 2027.

Eh di wow!          

-oOo-

THE SOROPTIMISTS IN ILOILO

SOROPTIMIST is a global volunteer organization working to improve the lives of women and girls through programs leading to social and economic empowerment.

Well, who has not heard of Soroptimist International?

Do you know that it has a chapter in Iloilo City?

The name Soroptimist was coined from the Latin soror (sister), and optima (best). And so Soroptimist is perhaps best interpreted as “the best for women”.

I understand that the Ilonggo Soroptimists are gearing for an assembly in a restaurant here in Iloilo City on December 4. So more on this later, Bon.