AboitizPower finds new ways to help consumers

MANILA, Philippines - Even as it is already known for its operational efficiency, AboitizPower Corp. still continues to seek new ways to effectively address the needs of communities and its consumers.

Its brand promise of “better solutions” is fleshed out in its brand values of “continuing and anticipating customer needs; acquiring, sharing and applying its knowledge; and committing to sustaining the earth’s resources and environment” and is reflected in the various initiatives its subsidiaries have undertaken in their respective service areas.

AboitizPower owns and operates the Visayan Electric Co. (VECO) and Davao Light and Power Co. (Davao Light), the second and third largest power distributors in the country. 

VECO has been providing electric power services in metropolitan Cebu and its surrounding areas since 1905, while Davao Light has been in operation since 1929.

Its other distribution utilities include Cotabato Light and Power Co., Subic EnerZone Corp., Mactan EnerZone Corp., and Balamban EnerZone Corp.

“We impact the lives of millions so we have to serve as best as we can. Our customers and the community deserve the best possible service we can give,” says Jim Aboitiz, executive vice president and COO of AboitizPower’s Distribution Group.

Customer service is one of the areas that AboitizPower has especially been efficient in.

Davao Light, for one, has introduced a “visit first before disconnection policy,” the first of its kind for a utility company.

If the customers still have not settled their bill during a 96-hour grace period, it is only then that their electric power supply will be disconnected. This program is also being implemented by VECO in the Visayas.

VECO is the only distribution utility in the country to have a full service center in a mall, SM Cebu, and accepts payments through Radio Communications of the Philippines Inc. (RCPI) branches nationwide.

The company has also pioneered billing services in Braille, making it the first and only utility in the country that has adopted this. 

Davao Light, meanwhile, has partner payment centers located in several malls and other areas, third-party agents, and three satellite offices.

Subic, Mactan and Balamban EnerZone, on the other hand, have implemented a customer care program that offers free consultation to customers on their unbundled electric bill.

All three companies offer free thermal scanning of customers’ electric lines to identify the weakest points in their systems that need to be replaced or addressed.

Subic EnerZone has also installed ring main units at the Subic Bay Industrial Park. All of these are aimed to avoid any possible interruption of power in their areas.

“We provide electricity at a reasonable cost, at the correct voltage all the time. This means the customer receives the correct bill amount at the right time all the time. We also don’t waste a customer’s precious time,” Aboitiz says.

Customer service for AboitizPower does not only translate to power-related concerns. It also encompasses the safety and security of customers and the community as seen in Davao Light’s 911 system in Davao, which helps authorities locate the origin of emergency calls and how fast authorities can respond.