Innovative and Exceptional Customer Service
Our companies are responsible for a broad range of essential products and services that impact on the lives of millions across the archipelago. We do not take this privileged position lightly. MPIC is committed to deliver exceptional service to all customers and, at all times, we aspire to do better, to go above and beyond this social responsibility, thereby uplifting the standards of service in our country.
No disconnection of power and water services during quarantine
Meralco and Maynilad continued operating 24/7 to ensure the lights are kept on and water remains flowing at all households. At the start of the ECQ, Meralco immediately assured the public that no disconnection will happen while the quarantine was in effect. It even extended this policy to the end of the year to all customers and until end-January 2021 to customers consuming 200 kWh and below per month. Maynilad, for its part, suspended all meter reading and disconnection activities during the ECQ, ensuring customers have uninterrupted access to water which is necessary for handwashing and fighting COVID-19.
Flexible payment terms for customers
Affordability is central to MPIC’s overall mission of contributing to national progress and improving the quality of life of millions of Filipinos, given the country’s economic circumstances.
Meralco extended the grace period for paying bills which benefited more than three million customers consuming 200 kWh and below per month, or 47% of Meralco’s customer base.
Maynilad also offered a grace period for bill payments by providing a three-month installment plan for bills payable during the ECQ from March to May and during the Modified ECQ in August, that extended upto year-end.
ikotMNL mobile app is a digital one-stop source of information for passengers traveling Metro Manila via LRT-1, and now via LRT-2, rolled out by LRMC. The app enables users to plan their trips ahead of schedule as it provides data on actual train arrival and departure times, fare information, crowd situation at train stations, detailed directions on tourist spots, safety reminders, and real-time advisories and announcements. It also features a chat box for customer service assistance and feedback. In 2020, ikotMNL allowed passengers to activate contact tracing using Bluetooth LE technology. It also became integrated with Sakay.ph, providing app users with transit directions and information about other modes of city transport.
Water Safety Plan
Maynilad’s Water Safety Plan (WSP) details programs and procedures that ensure the safety of water supplied to customers as well as corrective actions in case of water contamination. Maynilad’s water treatment facilities operate according to best industry practices and produce water that complies with the Philippine National Standard for Drinking Water 2017. It has also exerted efforts to improve the resilience of our facilities given the possible impact of climate change and other natural disasters.
Health protocols at MPTC expressways, and LRT-1 trains and stations
MPTC promoted the regular disinfection of customer-facing facilities such as toll booths and customer service centers, installation of thermal scanners, foot baths, hand sanitizers and transparent protective curtains at workstations, and the provision of masks and PPE to all employees.
LRMC disinfected 20 LRT-1 stations and all its running trains during the ECQ. LRMC partnered with the UP National Engineering Center to install prototype chambers using UVC technology for disinfection.
Employees were required to undergo rapid COVID-19 tests before they can face customers. MPTC and LRMC also encouraged to passengers to use RFID stickers and Beep cards, respectively, to lessen physical transaction.
Launch of mWell – PH’s first fully integrated health & wellness app
mWell is a high-performance mobile app backed by a powerhouse of top names in the healthcare, wellness, and tech industries such as CareSpan’s Clinic in the Cloud™ integrates digital care tools and data for mWell doctors and patients. MPHTC also teamed up with award-winning fitness experts like Active8me, for personalized daily fitness, nutrition, and wellness programs; and theAsianparent, for smart parenting solutions from pregnancy to family health management. Lastly, it is powered by PayMaya for fast, secure, and hassle-free transactions, over three thousand health and wellness product SKU’s are available for mWell app users at the online health shop by Adobomall.
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