Senators warned the Manila Electric Company (Meralco) on Monday on the possible charges that it may face arising from rampant complaints on excessively charging its customers during the community quarantine.

In a hearing of the Senate Committee on Energy, senators chided Meralco for its "confusing" computation and explanation on the bill shock experienced by consumers that even the lawmakers said they also could not understand.

Senator Francis Tolentino reminded that the utility company is responsible for this confusion, citing Article 102 of the Consumer Act of the Philippines.

"Baka may magclass suit sa inyo rito, 'yong mga naguluhan (Those confused might file class suit against you)," he told Meralco officials in the hearing.

Tolentino said that despite the high electricity charges, several areas in the country still experience brown outs.

The law holds service providers liable "for any quality imperfections that render the services improper for consumption or decrease their value, and for those resulting from inconsistency with the information contained in the offer or advertisement."

The said provision states that consumers are entitled to demand either the extended performance of the services without any additional cost to them; or the immediate reimbursement of the amount paid; or a price reduction for the improper services provided to them.

Senator Risa Hontiveros also urged the Energy Regulatory Commission (ERC) to investigate and study the possible charges against Meralco for its "anti-consumer" billing practices.

"Kung may nalabag silang (If they have violated any) ERC order, Meralco should be immediately charged and penalized for its anti-consumer practices. Consumers deserve justice for being made to pay exorbitant power charges at a time when so many have lost their jobs and livelihood," Hontiveros said.

"Ngayong panahon ng pandemya, huwag naman sana dumagdag pa ang overpriced at hindi malinaw na singil sa kuryente sa problema ng taumbayan (In this time of pandemic, the overpriced and vague charging of electricity should not anymore add to the problems of our countrymen). Government should use the full force of the law to put an end to abusive or questionable practices by power firms and other public utilities," she added.

Senator Sherwin Gatchalian, energy commitee chairman, said his office received a total of 179 complaints on Meralco's "violations", which include the failure to clearly indicate that estimates were included in the electricity bills.

Hontiveros and Tolentino also quizzed Meralco about the confusion on whether or not it conducted actual meter readings before charging its customers for their March, April, May and June consumptions.

Meralco Vice President and Head of Customer Retail Services and Corporate Communications Victor Genuino said they were not able to deploy meter readers for the months of March, April, and May due to the restrictions brought about by the pandemic, saying meter reading "depends on the availability of our people to enter the areas which weren't on lockdown."

Meter readers were only deployed starting in April for commercial establishments, and in May for residential customers.

In the hearing, Meralco admitted it failed to clearly explain to its customers the basis of their computation and an overestimation may have been committed.

"It is our obligation and responsibility to educate and inform our customers on how their bill was properly computed…Mr. Chairman, no, we weren't able to do that for the May bill," Genuino told Gatchalian, who pointed that the matter was an "issue of trust".

"We cannot just blindly trust Meralco, it has to be specified. I cannot blame consumers for crying and complaining kasi di rin nila maintindihan," Gatchalian said.

The ERC earlier ordered Meralco to explain the high electric bills and why should it be not penalized for violation of its previous guidelines.

ERC chair Agnes Devanadera said Meralco, from the very beginning, should have specified their computations in the electricity bills that they have issued.

Senators advised Meralco to simplify its explanation to the public.