CWD Citizen’s Charter

ARTA Compliance for CY 2018

ARTA Compliance for CY 2019

ARTA Compliance for CY 2020

Application for New Service Connection

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

StepConcessionaireOffice StaffDurationPerson-in-charge
1Apply to Commercial Division(provide name, address, contact number, and nearest CWD Concessionaire)Encode and print application form with data provided by the applicant10 minsCustomer Service Asst
2Sign application formEndorse for initial approval5 minsDivision Manager
3Pay application feeReceive payment and issue an official receipt5 minsCashier
4 Orient applicant with CWD Rules and Regulations30 minsCustomer Service Asst
5Wait for inspection & estimatesSchedule inspection & estimatesInstallation Team
  Total50 mins 

Attending to Complaints

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 at Ground Floor or Call Tel. Nos.

487-8500 (Customer Service)

487-9141 (2nd Floor)

487-8525 (2nd Floor)

StepConcessionaireOffice StaffDurationPerson-in-charge
1Proceed to the customer service area and file a complaintReceive/Record and identify kind of complaint10 minsCustomer Service Asst
2 Assign personnel to proceed to the area to verify the complaint5 minsDivision Manager
3 Respond/Conduct inspection/provide the bill of materials to the customer1 hrInspection Team
4Purchase materials and inform CWD of availability of materialsFix the complaint and/or perform repair/let customer sign job order form20 minsMaintenance Team/Installation Team
5Acknowledge action taken by signing the job order formFile report10 minsCustomer Service Asst
  Total1 hr & 45 mins 

Attending to Requests for Staggered Payments

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

StepConcessionaireOffice StaffDurationPerson-in-charge
1Proceed to the front desk (Commercial Division)Receive and entertain requests5 minsDivision Manager
2 Verify billing and evaluate the request5 minsDivision Manager
3Sign promissory noteExplain the mode of payments and condition5 minsDivision Manager
4Pay partial paymentReceive payment and issue O.R3 minsTeller
5Present O.R. to the front deskFile request2 minsDivision Manager
  Total20 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:

  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.
StepConcessionaireOffice StaffDurationPerson-in-charge
1Get a priority number and present the bill to tellerReceive water bill & scan account2 minsRhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño
2Pay water billReceive payment, count/check payment, give change, sign & give O.R. to the concessionaire3 minsRhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño
3Check O.R. & count change receivedFile office copy of O.R.1 minRhea Chielito B. Rojo, Joseph B. Nacua, Bea Rose Taño
  TOTAL6 mins 

Suggestion & Feedback

FOR SUGGESTIONS, COMMENTS, AND / OR COMPLAINTS ABOUT THE MANNER YOU HAVE BEEN SERVED:

OPTIONCUSTOMEROFFICE STAFF
1Call telephone nos. 487-8500,487-9141,484-8525 or write to the office. The General Manager can be contacted at tel. no. 487-9141Entertain, record and facilitate a response to your letter within 10 working days
2May fill-up official feedback formFile 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:

  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.

StepConcessionaireOffice StaffDurationPerson-in-charge
1Submit documents required & inform CWD of availability of materialsReview documents15 minsDivision Manager
2Assign plumber & schedule installation5 minsDivision Manager
3Request materials, tools needed and proceed to site24 hrsInstallation Team
4Install service connection3 hrsInstallation Team
5Check the quality of connection installed / sign job order formFile records10 minsInstallation Team
  Total1 day, 3 hrs. & 30 mins 

Leak Repair

Fees: Only for services after the meter (Concessionaire’s area of responsibility)

Service DescriptionAmount
  1. Change ball valve
P 40.00 / pc
  1. Excavation & Backfilling
P 40.00 / linear meter
  1. Estimate & change service connection
 
P.E. TubeP 5.00 / linear meter
G.I. PipeP 100.00 / length
  1. Installation of fittings
 
ElbowP 25.00 / PC
Male AdaptorP 25.00 / PC
CouplingP 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)

StepConcessionaireOffice StaffDurationPerson-in-charge
1Report LeakageRecord account name & location; identify kind of leakage; issue bill of materials (for leaks after the meter)5 minsCustomer Service Asst
2Pay cost of materialsAccept payment/issue official receipt5 minsCashier
3Present official receiptPrepare request5 minsCustomer Service Asst
4Claim / withdraw materialsPrepare / Release materials / Assign personnel to undertake repair5 minsCustomer Service Asst / Division Manager
5Respond to request/report1 hrMaintenance Team
6Perform repair and let concessionaire sign the job order form to confirm that repair has been completed2 hrsMaintenance Team
7 File records10 minsCustomer Service Asst
 Total3 hrs & 30 mins 

Note: Omit steps 2 & 3 if materials are not required

Reopening of Service Connection

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

StepConcessionaireOffice StaffDurationPerson-in-charge
1Proceed to the teller, provide account nameScan account3 minsTellers
2Pay unpaid water billsReceive payment, issue O.R., and direct concessionaire to proceed to the cashier3 minsTellers
3Pay re-opening feeReceive payment/issue O.R.3 minsCashier
4 Issue re-opening slip for re-opening team to facilitate3 minsCashier
5 Assign personnel to re-open3 minsDivision Manager
6 Request water meter15 minsCustomer Service
7 Proceed to site for re-opening1 hourDiscon/Recon Team
  Total1 hr & 30mins 

Sale of Materials

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
StepConcessionaireOffice StaffDurationPerson-in-charge
1Present bill of materials to the cashierReceive bill of materials, verify stocks and inform concessionaires of prices5 minsCashier
2Pay amount of materialsReceive payment and issue O.R.2 minsCashier
3Present O.R. at customer service clerkPrepare R.I.S3 minsCustomer Service
4Present R.I.S. to storekeeperRelease Materials5 minsStorekeeper
5Check materials before leaving CWD premises.Assist customer in checking the materials5 minsCustomer Service
  Total20 mins 

Transfer of Meter or Service Connection

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

StepConcessionaireOffice StaffDurationPerson-in-charge
1File request at the front desk (Commercial Division)Check account & location5 minsDivision Manager
2Pay chargesReceive payment & issue O.R.5 minsCashier
3Issue transfer slip5 minsCashier
4Assign personnel5 minsDivision Manager
5Proceed to site, conduct inspection & estimates, provide bill of materials to customer24 hrs from filingInstallation Team
6Pay bill of materials & inform CWD of availability of materialsPerform the requested transfer3 hrsInstallation Team
  Total27 hrs& 20 mins 

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