The Energy Regulatory Commission (ERC) said it has resolved all complaints received from the 8888 Citizens’ Complaint Center in three days.
The complaints range from slow process of electricity reconnection, billing issues, meter readings, damaged lines, relocation of electric poles, and power interruption.
The agency said Thursday it received recognition from the Office of the President’s (OP) 8888 Citizens’ Complaint Center for its 100-percent resolution rate of citizens’ concerns for the period of January to April 2023. The ERC said it promptly addressed all 48 tickets within 72 hours.
The 8888 Citizens’ Complaint Hotline is a platform for citizens to report complaints and voice concerns related to acts of “red tape” or corruption within any national government agency or instrumentality.
“We know we have a long way to go, but the ERC is fully committed to addressing consumer concerns despite our agency’s limitations. We actively use these complaints as opportunities to identify systemic issues and find ways to improve industry practices.
“By analyzing the root cause behind the complaint, the Commission fosters an environment of transparency and responsiveness, and promotes the principle of energy democracy,” ERC Chairperson Monalisa Dimalanta said.
The ERC complements this government-wide platform with its own automated Consumer Complaints Ticket ID System (CCTS) that is on beta-testing since June 2022. The CCTS is a web-based portal that monitors and records all consumer complaints lodged through e-mail, text messages, and web-based messaging applications. This information system assigns a specific ticket ID to every complaint, allowing consumers, distribution utilities, and ERC to track and monitor the status of the complaints for quick reference and speedy resolution. The full-scale launch of the CCTS is scheduled this month.
The ERC reported that other day that it issued 33 show cause orders (SCOs) directing 25 electric cooperatives (EC) and three private distribution utilities (PDUs) to explain why they should not be penalized for failure to provide information on the pass-through fuel cost charged to their customers.
According to the ERC, the DUs failed to provide the necessary information within the prescribed timelines set by ERC regulations, including Resolution No. 16, Series of 2009, Resolution 24, Series of 2011, as well as the respective ERC approvals of the Power Supply Agreements (PSAs). The ERC emphasized that the submission of reports related to fuel charges is a condition for the grant of authority to charge generation rates under their PSAs.
The DUs have been directed to provide verified explanations to the ERC or face potential administrative penalties.
The three private DUs served with SCOs include Iligan Light & Power, Inc. (ILPI), Mactan Electric Company, Inc. (MECO), and Olongapo Electric Distribution Co. (OEDC).
The ECs, meanwhile, include Abra Electric Cooperative, Inc.; Aklan Electric Cooperative, Inc.; Albay Electric Cooperative, Inc.; Camiguin Electric Cooperative, Inc.; Capiz Electric Cooperative, Inc.; Camarines Sur II Electric Cooperative, Inc.; Cebu I Electric Cooperative, Inc. and Central Negros Electric Cooperative, Inc.; North Cotabato Electric Cooperative, Inc.; Davao Norte Davao Oriental Electric Cooperative, Inc.; Don Orestes Romualdez Electric Cooperative, Inc.; Iloilo III Electric Cooperative, Inc.; Kalinga Apayao Electric Cooperative, Inc.; La Union Electric Cooperative, Inc.; Northern Davao Electric Cooperative, Inc.; Oriental Mindoro Electric Cooperative, Inc.; Pampanga III Electric Cooperative, Inc.; Pampanga Rural Electric Cooperative, Inc.; Surigao Sur II Electric Cooperative, Inc.; and Zambales II Electric Cooperative, Inc.
There are five ECs that were issued with two SCOs. These are Ilocos Sur Electric Cooperative, Inc.; Isabela II Electric Cooperative, Inc.; Lanao Del Norte Electric Cooperative, Inc.; Pangasinan III Electric Cooperative, Inc.; and Zamboanga Sur I Electric Cooperative, Inc.
