The Davao Consumer Movement (DCM) on Friday said consumers in Davao del Norte are experiencing a difficult transition to the expanded franchise of Davao Light and Power Company, citing complaints over billing issues, long queues at payment centers, delayed customer service, and longer power interruptions.
In a statement, DCM said it has monitored the transition over the past several months and noted recurring concerns raised by consumers following Davao Light’s takeover of power distribution in areas previously served by the Northern Davao Electric Cooperative (NORDECO).
“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,” the group said.
One of the major concerns involves consumers who had already paid their electricity bills to NORDECO before the Energy Regulatory Commission (ERC) issued the order allowing the transition.
According to DCM, many consumers are still seeking assurance that these payments will be properly recognized to avoid being charged twice for the same electricity consumption.
“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,” the group said.
DCM also received reports of long lines and slow transactions at Davao Light payment centers, making it difficult for consumers to settle their accounts.
Adding to the confusion, some households experienced delays in receiving their monthly electricity bills, while others received two or even three billing statements 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,” DCM said.
The group also noted complaints about Davao Light’s customer service, with consumers saying they struggled to reach company representatives and that automated responses failed to adequately address their concerns.
“There have also been reports from consumers of longer power interruptions during the transition period,” DCM added.
While some consumers acknowledged improvements in electricity rates under Davao Light, DCM said public sentiment on social media has shifted from optimism to growing frustration over customer service.
“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.’),” the group said.
DCM urged Davao Light to improve communication and provide clear guidance to consumers.
“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 to maintaining consumer confidence throughout the transition,” DCM said.
