ARTA Compliance for CY 2018
ARTA Compliance for CY 2019
- Official Transmittal signed by the Head of Agency
- Carcar Water District Citizen’s Charter 2020 (2nd Edition)
- Compliance Report pursuant to AO 23
- Certificate of Compliance for CY 2019
ARTA Compliance for CY 2020
- Certificate of Compliance for CY 2020
- Citizen/Client Satisfaction and Agency Best Practice Report CY 2020
ARTA Compliance for CY 2021
- Certificate of Compliance for CY 2021
- Citizen/Client Satisfaction and Agency Best Practice Report CY 2021
- Citizen’s Charter 2022 3rd Edition
Application for New Service Connection
Who may avail:
- Owner of the household
- Lessee or any authorized representative (bring authorization letter)
Application fee: P2,500.00
- Materials after the meter shall be shouldered by the concessionaire
Requirements:
- Signed right of way for lots not owned by applicant (form to be provided by Carcar Water District)
- Deed of Sale (photocopy) for proof of ownership
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12:00 noon
1:00 pm – 5:00 pm
Location:
Commercial Division – Ground Floor
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Apply to Commercial Division(provide name, address, contact number, and nearest CWD Concessionaire) | Encode and print application form with data provided by the applicant | 10 mins | Customer Service Asst |
| 2 | Sign application form | Endorse for initial approval | 5 mins | Division Manager |
| 3 | Pay application fee | Receive payment and issue an official receipt | 5 mins | Cashier |
| 4 | Orient applicant with CWD Rules and Regulations | 30 mins | Customer Service Asst | |
| 5 | Wait for inspection & estimates | Schedule inspection & estimates | – | Installation Team |
| Total | 50 mins |
Attending to Complaints
Who may file a complaint:
- A registered concessionaire of Carcar Water District or any authorized representative
- Any concerned citizen
Availability of service:
24 hours / 7 days a week
To file a complaint, visit the office Customer Service at Ground Floor or Call Tel. Nos.
487-8500 (Customer Service)
487-9141 (2nd Floor)
487-8525 (2nd Floor)
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Proceed to the customer service area and file a complaint | Receive/Record and identify kind of complaint | 10 mins | Customer Service Asst |
| 2 | Assign personnel to proceed to the area to verify the complaint | 5 mins | Division Manager | |
| 3 | Respond/Conduct inspection/provide the bill of materials to the customer | 1 hr | Inspection Team | |
| 4 | Purchase materials and inform CWD of availability of materials | Fix the complaint and/or perform repair/let customer sign job order form | 20 mins | Maintenance Team/Installation Team |
| 5 | Acknowledge action taken by signing the job order form | File report | 10 mins | Customer Service Asst |
| Total | 1 hr & 45 mins |
Attending to Requests for Staggered Payments
Who may avail:
- A registered concessionaire of Carcar Water District
- Those without existing staggered payments and unpaid water bills
- Concessionaires with high consumption due to leak
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12 noon
1:00 pm – 5:00pm
File request at:
Commercial Division – Ground Floor
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Proceed to the front desk (Commercial Division) | Receive and entertain requests | 5 mins | Division Manager |
| 2 | Verify billing and evaluate the request | 5 mins | Division Manager | |
| 3 | Sign promissory note | Explain the mode of payments and condition | 5 mins | Division Manager |
| 4 | Pay partial payment | Receive payment and issue O.R | 3 mins | Teller |
| 5 | Present O.R. to the front desk | File request | 2 mins | Division Manager |
| Total | 20 mins |
Collection
Availability of service:
Monday-Friday (Except Holidays)
8:00 am to 4:40 pm
(No noon break)
Location:
Commercial Division at Ground Floor
Tellers:
Joseph B. Nacua – Teller 1
Rhea Chielito B. Rojo – Teller 2
Bea Rose Taño – Teller 3
Reminders:
- Payment made through CWD personnel other than the tellers is strictly prohibited.
- Please demand an Official Receipt after making payments.
- Count your change before leaving the CWD premises.
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Get a priority number and present the bill to teller | Receive water bill & scan account | 2 mins | Rhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño |
| 2 | Pay water bill | Receive payment, count/check payment, give change, sign & give O.R. to the concessionaire | 3 mins | Rhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño |
| 3 | Check O.R. & count change received | File office copy of O.R. | 1 min | Rhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño |
| TOTAL | 6 mins |
Suggestion & Feedback
FOR SUGGESTIONS, COMMENTS, AND / OR COMPLAINTS ABOUT THE MANNER YOU HAVE BEEN SERVED:
| OPTION | CUSTOMER | OFFICE STAFF |
| 1 | Call telephone nos. 487-8500,487-9141,484-8525 or write to the office. The General Manager can be contacted at tel. no. 487-9141 | Entertain, record and facilitate a response to your letter within 10 working days |
| 2 | May fill-up official feedback form | File and deliver to authority for appropriate action. If the response is required, a letter will be sent in 10 days |
Installation of New Service Connection
Who may avail:
- Those who have applied for a new service connection and have paid the required application fee
- Lessee or any authorized representative with a duly signed Right of Way document from the lot owner.
- Concessionaires who have complied with the necessary materials.
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12:00 noon
1:00 pm – 5:00 pm
For inquiries or installation schedules, please proceed to:
Commercial Division – Ground Floor
Or you may call Tel No. 487-8500
Please be advised that paying extra charges other than what is required by the office is strictly prohibited. Always ask for a receipt for any payment made.
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Submit documents required & inform CWD of availability of materials | Review documents | 15 mins | Division Manager |
| 2 | – | Assign plumber & schedule installation | 5 mins | Division Manager |
| 3 | – | Request materials, tools needed and proceed to site | 24 hrs | Installation Team |
| 4 | – | Install service connection | 3 hrs | Installation Team |
| 5 | Check the quality of connection installed / sign job order form | File records | 10 mins | Installation Team |
| Total | 1 day, 3 hrs. & 30 mins |
Leak Repair
Fees: Only for services after the meter (Concessionaire’s area of responsibility)
| Service Description | Amount |
| P 40.00 / pc |
| P 40.00 / linear meter |
| |
| P.E. Tube | P 5.00 / linear meter |
| G.I. Pipe | P 100.00 / length |
| |
| Elbow | P 25.00 / PC |
| Male Adaptor | P 25.00 / PC |
| Coupling | P 25.00 / pc |
| P 300.00 / linear meter |
| P 10.00 / side |
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12:00 noon
1:00 pm – 5:00 pm
For leak repairs, proceed to:
Customer Service – Operations & Maintenance Division (Ground Floor)
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Report Leakage | Record account name & location; identify kind of leakage; issue bill of materials (for leaks after the meter) | 5 mins | Customer Service Asst |
| 2 | Pay cost of materials | Accept payment/issue official receipt | 5 mins | Cashier |
| 3 | Present official receipt | Prepare request | 5 mins | Customer Service Asst |
| 4 | Claim / withdraw materials | Prepare / Release materials / Assign personnel to undertake repair | 5 mins | Customer Service Asst / Division Manager |
| 5 | – | Respond to request/report | 1 hr | Maintenance Team |
| 6 | – | Perform repair and let concessionaire sign the job order form to confirm that repair has been completed | 2 hrs | Maintenance Team |
| 7 | File records | 10 mins | Customer Service Asst | |
| – | Total | 3 hrs & 30 mins |
Note: Omit steps 2 & 3 if materials are not required
Reopening of Service Connection
Who may avail:
- Disconnected Concessionaires who have paid the water bill and reconnection fee
- Concessionaires who have applied for temporary disconnection and decides to reconnect.
Fees:
| 1 Month disconnected | = | P 100.00 |
| 2 Months disconnected | = | P 300.00 |
| 3-5 Months disconnected | = | P 500.00 |
| 6 Months & beyond | = | P 1,000.00 |
| Year 2000 & beyond | = | P 2,000.00 |
Disconnected accounts shall only be re-opened unless payment of balances shall have been made.
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12:00 noon
1:00 pm – 5:00 pm
Location:
Commercial Division – Ground Floor
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Proceed to the teller, provide account name | Scan account | 3 mins | Tellers |
| 2 | Pay unpaid water bills | Receive payment, issue O.R., and direct concessionaire to proceed to the cashier | 3 mins | Tellers |
| 3 | Pay re-opening fee | Receive payment/issue O.R. | 3 mins | Cashier |
| 4 | Issue re-opening slip for re-opening team to facilitate | 3 mins | Cashier | |
| 5 | Assign personnel to re-open | 3 mins | Division Manager | |
| 6 | Request water meter | 15 mins | Customer Service | |
| 7 | Proceed to site for re-opening | 1 hour | Discon/Recon Team | |
| Total | 1 hr & 30mins |
Sale of Materials
Who may avail:
- Registered concessionaires of Carcar Water District
- Any representative of the registered concessionaire
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12 noon
1:00 pm – 5:00pm
To purchase materials, proceed to:
- Cashier – Ground Floor
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | Present bill of materials to the cashier | Receive bill of materials, verify stocks and inform concessionaires of prices | 5 mins | Cashier |
| 2 | Pay amount of materials | Receive payment and issue O.R. | 2 mins | Cashier |
| 3 | Present O.R. at customer service clerk | Prepare R.I.S | 3 mins | Customer Service |
| 4 | Present R.I.S. to storekeeper | Release Materials | 5 mins | Storekeeper |
| 5 | Check materials before leaving CWD premises. | Assist customer in checking the materials | 5 mins | Customer Service |
| Total | 20 mins |
Transfer of Meter or Service Connection
Who may avail:
- Only registered concessionaires may apply for transfer
- Representatives with a duly signed authorization letter
Fees:
- Transfer of meter / service connection – P 100.00
Availability of service:
Monday-Friday (Except Holidays)
8:00 am – 12:00 noon
1:00 pm – 5:00 pm
Location:
Commercial Division – Ground Floor
Note: Only requests filed in the office will be facilitated
| Step | Concessionaire | Office Staff | Duration | Person-in-charge |
| 1 | File request at the front desk (Commercial Division) | Check account & location | 5 mins | Division Manager |
| 2 | Pay charges | Receive payment & issue O.R. | 5 mins | Cashier |
| 3 | – | Issue transfer slip | 5 mins | Cashier |
| 4 | – | Assign personnel | 5 mins | Division Manager |
| 5 | – | Proceed to site, conduct inspection & estimates, provide bill of materials to customer | 24 hrs from filing | Installation Team |
| 6 | Pay bill of materials & inform CWD of availability of materials | Perform the requested transfer | 3 hrs | Installation Team |
| Total | 27 hrs& 20 mins |