CWD Citizen’s Charter

ARTA Compliance for CY 2018

ARTA Compliance for CY 2019

ARTA Compliance for CY 2020

[accordian class=”” id=””][toggle title=”Application for New Service Connection” open=”no”]Who may avail:

  1. Owner of the household
  2. Lessee or any authorized representative

(bring authorization letter)

Application fee: P2,500.00

  • Materials after the meter shall be shouldered by the concessionaire

Requirements:

  1. Signed right of way for lots not owned by applicant (form to be provided by Carcar Water District)
  2. 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 no, 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 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  

[/toggle][toggle title=”Attending Complaints” open=”no”]Who may file a complaint:

  1. A registered concessionaire of Carcar Water District or any authorized representative
  2. Any concerned citizen

Availability of service:

24 hours / 7 days a week

To file a complaint, visit the office

Customer Service – 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 customer service area and file complaint Receive/Record and identify kind of complaint 10 mins Customer Service Asst
2   Assign personnel to proceed to area to verify complaint 5 mins Division Manager
3   Respond/Conduct inspection/provide bill of materials to 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  

[/toggle][toggle title=”Attending requests for staggered payments” open=”no”]Who may avail:

  1. A registered concessionaire of Carcar Water District
  2. Those without existing staggered payments and unpaid water bills
  3. 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 front desk(Commercial Division) Receive and entertain request 5 mins Division Manager
2   Verify billing and evaluate request 5 mins Division Manager
3 Sign promissory note Explain 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 front desk File request 2 mins Divison Manager
    Total 20 mins  

[/toggle][toggle title=”Collection” open=”no”]Availability of service:

Monday-Friday (Except Holidays)

8:00 am to 4:40 pm

(No noon break)

Location:

Commercial Division – Ground Floor

Tellers:

Evangeline A. Jaen – Teller 1

Ma. Rhea Chielito B. Rojo – Teller 2

Archie R. Campañon – Backup Teller

Reminders:

  1. Payment made through CWD personnel other than the tellers is strictly prohibited.
  2. Please demand an Official Receipt after making payments.
  3. Count your change before leaving the CWD premises.
Step Concessionaire Office Staff Duration Person-in-charge
1 Get priority number and present bill to teller Receive water bill & scan account 2 mins Evangeline A. JaenMa. Rhea Chielito B. RojoArchie R. Campañon
2 Pay water bill Receive payment, count / check payment, give change, sign & give O.R. to concessionaire 3 mins Evangeline A. JaenMa. Rhea Chielito B. RojoArchie R. Campañon
3 Check O.R. & count change received File office copy of O.R. 1 min Evangeline A. JaenMa. Rhea Chielito B. RojoArchie R. Campañon
    TOTAL 6 mins  

[/toggle][toggle title=”Suggestion & Feedback” open=”no”]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 response is required, a letter will be sent in 10 days

[/toggle][toggle title=”Installation of new service connection” open=”no”]Who may avail:

  1. Those who have applied for a new service connection and have paid the required application fee
  2. Lessee or any authorized representative with a duly signed Right of Way document from the lot owner.
  3. 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 quality of connection installed / sign job order form File records 10 mins Installation Team
    Total 1 day, 3 hrs. & 30 mins  

[/toggle][toggle title=”Leak Repair” open=”no”]Fees: Only for services after the meter (Concessionaire’s area of responsibility)

Service Description Amount
  1. Change ball valve
 P 40.00 / pc
  1. Excavation & Backfilling
 P 40.00 / linear meter
  1. Estimate & change service connection
  
                   P.E. Tube P 5.00 / linear meter
                    G.I. Pipe P 100.00 / length
  1. Installation of fittings
  
                    Elbow P 25.00 / pc
                    Male Adaptor P 25.00 / pc
                    Coupling P 25.00 / pc
  1. Concrete Cutting
 P 300.00 / linear meter
  1. Pipe Threading
 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 conform 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[/toggle][toggle title=”Reopening of Service Connection” open=”no”]Who may avail:

  1. Disconnected Concessionaires who have paid the water bill and reconnection fee
  2. 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 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 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  

[/toggle][toggle title=”Sale of Materials” open=”no”]Who may avail:

  1. Registered concessionaires of Carcar Water District
  2. 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:

  1. Cashier – Ground Floor
Step Concessionaire Office Staff Duration Person-in-charge
1 Present bill of materials to 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  

[/toggle][toggle title=”Transfer of Meter or Service Connection” open=”no”]Who may avail:

  1. Only registered concessionaires may apply for transfer
  2. Representatives with a duly signed authorization letter

Fees:

  1. 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 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  

[/toggle][/accordian]

Leave a Reply