Energy Regulatory Commission

Consumer Affairs Service

Atty. Isabelo Joseph P. Tomas II
Director, Consumer Affairs Service


Atty. Crispin C. Carlos Consumer Services Division Consumer Affairs Service	Engr. Edwin Ocenar Meter Division Consumer Affairs Service

Responsible for handling consumers complaints and ensure the adequate promotion of consumer interests (Section 41).

Provides the consumers with timely, relevant and complete information on electricity matters that affect their interest;
Encourages electricity consumers to air their complaints and grievances against any participant/player in the electricity industry, or even the ERC or any of its operating units or personnel, who may be perceived or actually known as working against the interest of the consumer/end-users;
Acts on complaints/grievances by referring it to the office/operating unit concerned for immediate action/resolution;
Sets up mechanisms/procedures for responsive, fair and acceptable actions on complaints/grievances;
Designs programs/systems to prevent eliminate, or eradicate potential sources of consumers complaints/grievances, in coordination with participants/players of the electric industry;
Recommends sanctions against any participants/players/ERC personnel who have been proven as working against the interest of consumer/end-users, and/or rewards/incentives for participants/players with no records of complaints from consumers/end-users;
Exercises functional and administrative supervision over the Visayas/Mindanao Offices.

Visayas and Mindanao Offices

Acts on consumer complaints/grievances within their area of responsibility;
Recommends sanctions against any participants/players/ERC personnel in his area of coverage, who have been proven as working against the interest of consumers/end-users, and /or rewards/incentives for participants/players with no records of complaints from consumers/end-users.
Implements policies on consumers' protection and promotion adopted and promulgated by the Commission in their respective area of jurisdiction.

General Complaints Procedure

Filing of complaints:

For walk-in, phoned-in complainants, action is taken immediately upon receipt of complaints.
For complains sent via fax, e-mail, or letter, this is forwarded to Records Section at the
18th Floor for recording and assignment of reference number upon receipt.

1. Complaints sent via fax, e-mail, or letter is forwarded to the Consumer Affairs Desk at the 12th Floor:

If OLD:

If NEW but not within ERC’s jurisdiction:

The Consumer Affairs Service (CAS) endorses the complaint to proper agency, committee or department within the day.
The CAS issues a memo informing the complainant of the endorsement.

If NEW and within ERC’s jurisdiction:

The CAS will make sure that the respondent’s consumer desk has been consulted, otherwise,
refer complainant to such consumer desk.
Assign a docket number if it is a verified complaint and enter customer contact/information into database within the day.

3. Actions to be taken for verified complaints within ERC’s jurisdiction:

The CAS conducts inspection/investigation, if necessary.
CAS issues a letter/order to respondent for comment. This is done within 2-3 days.
CAS issues letter/order for complainant to reply on respondent’s comment.
CAS issues letter/order setting the complaint for conference.

4. CAS conducts pre-hearing conference within a period of 6 months from date of filing.

If RESOLVED:

The case will be closed and forwarded to Record Section at the 18th floor for archiving.

If NOT RESOLVED:

CAS continues for a maximum of three (3) conferences, exclusive of the initial pre-hearing conference. Additional conference may be set upon the discretion of the CAS Hearing Officer. Postponements are allowed for a maximum of three (3) postponements upon the request of one party.

If Amicably settled:

The case will be closed and forwarded to Record Section at the 17th floor for archiving.

If Not Settled:

CAS terminates the conference and the case is endorsed through a memo to Legal Service at the 15th floor for its appropriate action.

Letter Complaint Regarding Watthour Meter

Within the day:

The clerk records the complaint.
The Service Director instructs the Division Chief to assign an Engineer.
The Engineer prepares a Special Assignment Order.
The Service Director and Division Chief put their initials on the Special Assignment Order.
The Executive Director signs/approves the Special Assignment Order.
The Records Section records the Special Assignment Order and releases the Order to the Engineer.
The Engineer tests and calibrates the meter in the presence of the customer.

If defective:

Within the day:

The Engineer prepares the General Report;
The Service Director and Division Chief put their initials on the General Report;
The Executive Director signs/approves the General Report;
The Chairman approves the General Report; and
The Clerk gives the complainant a copy of the General Report.

If not defective:

Within the day: