CONSUMERS in Davao del Norte are beginning to feel the challenges of Davao Light’s transition into its expanded franchise area, with many raising concerns over delayed billing, customer service, and the handling of consumer concerns.
After monitoring the transition over the past several months, we have observed a number of recurring issues reported by consumers:
- Consumers who had already paid their electricity bills to NORDECO before the Energy Regulatory Commission (ERC) issued its order continue to seek clear guidance on how these payments will be recognized to ensure they are not required to pay for the same electricity consumption twice. Some consumers also reported being told that they would have to personally seek a refund or recover their payment from NORDECO, adding to the uncertainty surrounding the transition.
- Many consumers have reported long queues and slow processing at Davao Light payment centers.
- Some consumers experienced delays in receiving their monthly bills, with others receiving two or even three separate bills at the same time. This has caused confusion over whether all the bills are immediately payable, especially when the delays were beyond the consumers’ control.
- Consumers have likewise expressed difficulty in contacting Davao Light’s customer service, saying automated responses have not adequately addressed their concerns or provided timely assistance.
- There have also been reports from consumers of longer power interruptions during the transition period.
The sentiment of many consumers on social media appears to be shifting from optimism to growing frustration. While some acknowledge improvements in their electricity rates, many believe the same progress has yet to be seen in customer service and consumer support. As some consumers have remarked, “Murag wala man nausab” (“It seems nothing has changed.”).
We recognize that transitions of this scale inevitably involve operational challenges. However, when consumer concerns continue to accumulate, there is a greater need for Davao Light to communicate openly, provide timely updates, and establish clear processes for addressing billing concerns and customer complaints. Transparent communication will be essential in maintaining consumer confidence throughout the transition.
Ryan Amper
Convenor, Davao Consumer Movement
0905-5634083
