As one of the country’s major energy players, Manuel V. Pangilinan-led Manila Electric Company (Meralco) is on a mission to redefine the power distribution and generation landscape through exceptional growth and unwavering commitment to service excellence, customer-centricity and consumer empowerment anchored on innovation.
Meralco breached the eight-millionth mark last October, ending 2024 with a customer count of 8.043 million. And as it continuously grows its reach and customer base, Meralco has maintained top-notch service performance, underscoring the company’s operational resilience as it adapts to evolving energy demands and consumption patterns.
The average number of power interruptions per customer, measured by the System Average Interruption Frequency Index (SAIFI), has been steadily decreasing, reaching 1.041 times by the end of 2024 — an improvement from 1.194 times in 2023. Likewise, the System Average Interruption Duration Index (SAIDI), which tracks the average outage duration per customer, improved to 108.213 minutes from 123.708 minutes.
To better serve and empower its growing number of customers, Meralco has been proactively implementing initiatives to further enhance its physical and digital touchpoint. In 2024, its digital channels accounted for more than 60% of the total customer transactions.
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