Negros Power Customer Service: Putting Consumers First

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After one year of serving the electricity needs of Central Negros residents, we can already compare the stark difference between Negros Power and our old distribution utility. When Negros Power took over last year, it promised not only to fix an aging network but also to improve the consumer experience. One year later, customers are beginning to feel those changes—not just in fewer brownouts but also in the way the company listens, responds, and engages with communities.

Negros Power is “dedicated to serving Negrosanons with vigor and compassion..” That is their brand promise.

Forefront of the Negros Power Customer Experience: A Friendlier Office Experience

Negros Power wanted to make customer visits less stressful, more welcoming, and even more dignified (especially for problematic accounts). Offices were redesigned to be friendlier and more comfortable than the old facilities.

To ease the waiting time, visitors are offered free coffee and bread– a simple but appreciated gesture. Some consumers even bring extra bread home for their kids after paying bills. For senior citizens who still prefer to pay in person, these little comforts add warmth to what used to be a tedious errand.

*The simple gesture of providing snacks, coffee, and drinking water goes a long way in showing that Negros Power cares.*

24/7 Hotline and Better Response

One of the major upgrades in customer service is a 24/7 hotline where consumers can report outages or concerns. The system is far from perfect, though. Call surges during blackouts can sometimes overload the lines. The company admitted to the gaps and is actively improving the system to handle more callers.

Negros Power also invested in real-time GPS tracking for field teams. This ensures quicker deployment of crews and lets managers monitor progress during outages—translating to faster restoration for consumers.

Fewer Brownouts, Shorter Outages

The improvements aren’t just in service desks and hotlines. Consumers now experience a more reliable power supply: Outage frequency (SAIFI) dropped by almost 60%. A year ago, households could experience up to six brownouts; now it’s less than one on average. Outage duration (SAIDI) fell dramatically—from nearly 2,862 minutes (48 hours) a year down to just 53–69 minutes. These measurable changes show that customer experience is being improved at its core—by making electricity supply steadier.

Going Digital, But Staying Accessible

Negros Power is rolling out more digital services like e-billing and social media communication. About 49% of consumer inquiries now come through social media, proving how responsive the company has been online. Another 35% of consumers still walk in, mostly seniors who prefer face-to-face interaction (and the free bread and coffee). The company also ensures client care and coordination for commercial customers, where more complicated concerns require personal handling.

Barangay Outreach and On-the-Ground Support

Customer service doesn’t end at the office. Negros Power conducts barangay visits to:

Educate communities about billing and energy use
Address pilferage and illegal connections
Help households that are not yet connected to the grid

During scheduled or emergency outages, Negros Power sends customer care representatives with linemen to barangays. This way, communities and large accounts get real-time updates on restoration efforts.

Stories That Connect

Negros Power also humanizes its services with community programs. Initiatives like “Pakape with Kapitan” bring teams to barangays for coffee sessions with leaders, where they discuss issues such as line safety and electrification. These simple, grassroots engagements help consumers feel heard and valued—turning technical issues into opportunities for dialogue, trust-building, and even equipping.

Their fully air-conditioned office at The Row, Lacson Street, Brgy. Bata, Bacolod City. — *Their fully air-conditioned* *office at The Row, Lacson Street, Brgy. Bata, Bacolod City.*

A Human Touch in Power Service

Negros Power’s first year was not without challenges, as President and CEO Roel Z. Castro said. But its approach to customer service has been refreshing. By putting up friendlier offices and a 24/7 hotline, championing digital responsiveness, and practising faster field deployment, the company has proven that consumer care can go hand in hand with infrastructure modernization.

For the consumers, the changes are clear: fewer outages, quicker support, and warmer service. Negros Power isn’t just powering homes and businesses—it’s also working to power a better customer experience every day.