Citizen’s Charter

Citizen's Charter

Republic Act No. 9485

Anti-Red Tape Act 2007

List of Frontline Services

No.Type of Frontline ServiceFees (subject to change)FormsProcessing TimeIn-Charge
1New Water Service Connection2,650.00Service Application and Construction Order Agreement for Water Services Connection15 minutesCustomer Service Assistant/ Public Assistant Officer
Estimation Fee
Application Fee
50.00Notarial Fee
2Delivery of Water Bills and DisconnectionNoneWater Bill Statement5 minutesCustomer Service Asst. / Meter Reader
3Collection of Water Bill and Other chargesWater bill2 minutesCollection Assistant
4Service RequestsNoneService Request15 minutesCustomer Service Asst./ Public Asst. Officer
Complaints and Inquiries
Request for Meter TestNone - Failed ResultService Request2 minutesWater Maintenance Man
50.00 - Passed Result
Temporary DisconnectionNoneService Request15 minutesCustomer Service Assistant
Reconnection200.00Service Request2 minutesCustomer Service Asst./ Public Asst. Officer
5Request for Certification for Potable Water150.00Request Letterw/in 5 working DaysCustomer Service Assistant

NEW WATER SERVICE CONNECTION / METER TRANSFER, TAPPING & RELOCATION

FAQs

  • Schedule of Services
    • Mondays – Fridays (except during holidays)
    • 8:00 am – 5:00 pm (no noon break)

 

  • Who may avail of the services
    • All interested Applicants and Clients

 

  • What are the Requirements
    • For New Service Connection
      • Application Form / Service Contract of Agreement
      • Orientation / Seminar (Monday – Friday 9:00 am to 11:00 am @ CKWD office)
        • Photocopy of Present Community Tax Certificate(CEDULA)
        • At least two(2) valid ID of the following:
          • PRC ID
          • SSS ID/ GSIS E-Card
          • Voter’s Certificate ID
          • SOCOTECO ID
          • Philhealth ID
          • Company ID
          • Passport
          • Driver’s License
          • TIN
          • Pag-Ibig ID
        • Payment of Service Connection Fee & Estimated Materials
    • New Service Connection, Meter Transfer, Tapping & Meter Relocation
      • Service Request
      • Payment of Transfer Fee & Cost Estimated Materials
StepsApplicant / ClientService ProviderDuration of ActivityPerson In-ChargeFeesForms
A. New Service Connection
1Submit all requirements & fill-up application & agreement contractAsses all the document, interview client15 minsCustomer Service Asst.2,750Application & Agreement
2Background checks, verify records if w/ previous account or arrears5 mins
Advice client on the Orientation / Seminar schedule1 min
3Attend Orientation / SeminarIssue Certificate of Attendance2 hrs
4Forward application & agreement contract to estimator1 minEstimator Sheet
5Conduct investigation & estimation30 minsWater Maintenance Man
6Prepare cost estimates10 mins
7Present approved cost estimatedReview & check the estimates for approval15 minsMaintenance Head / GM
8Assign account number2 minsCustomer Service Assistant
9Notarial Service15 minsLegal Counsel50.00
10Materials & Service connection Fee for Payment & Demand for Official ReceiptAccept payment & issue an Official Receipt2 minsCollection Assistant
11Prepare work order or list of maintenance order3 minsCustomer Service Asst.Store Requisition Slip
12Withdraw materials needed for installation from the stockroom15 minsWater Maint. Man / Property Custodian
13Install water service connection2 hrsWater Maint. Man
14Demand for a copy of Application & Agreement contract duly approved by the officeRetain office copies of documents for file5 minsCustomer Service Assistant
B. METER TRANSFER, TAPPING & RELOCATION150
1Fill-up Service RequestReceive & Evaluate Service Request30 minsCustomer Service Officer BService Request
2Conduct Inspection & prepare cost estimated materials30 minsWater Maintenance Man
3Review & Check cost estimated for Approval15 minsCustomer Service Assistant
4Payment of Meter Transfer, Relocation Fee & Other chargesAccept payment & Issue O.R.2 minsCollection Assistant
5Withdraw materials needed from Stockroom Custodian30 minsWater Maintenance Man / Property CustodianStore Requisition
6Implement transfer / Meter Relocation2 hrsWater Maintenance Man
Retain 1 copy for file1 min

DELIVERY OF WATER BILLS

FAQs

  • Schedule of Services
    • Mondays – Fridays (except during holidays)
    • 8:00 am – 5:00 pm (no noon break)
    • at least fifteen(15) Calendar days before DUE DATE
  • Who may avail of the services
    • All interested Applicants and Clients
  • What are the Requirements
    • NONE
StepsApplicant / ClientService ProviderDuration of ActivityPerson in ChargeFeesForms
1Recieve Water BillDeliver water bills. If no person around insert water bills at the mailbox, door or window or in a place where it is safe and readily noticeable5 minsCustomer Service Assist. E / Meter ReaderWater Bill

ACCEPT PAYMENTS

FAQs

Payment Centers:

CKWD Office 

Mondays – Fridays (except during holidays)

8:00 am – 5:00 pm (no noon break)

 

Philippine Veterans Bank

Mondays – Fridays

9:00 am – 3:30 pm

 

ACE Centerpoint

Mondays – Sundays

9:00 am – 3:00 pm

 

  • Who may avail of the services
    • All Concessionaires
  • What are the Requirements
    • Statement of Accounts(SOA) or Water Bill
StepsApplicant / ClientService ProviderDuration of ActivityPerson In-ChargeFeesForms
A.) CASH / CHECKS PAYMENT
1Present Statement of Account (SOA) or Water BillAccept statement of account or water bill, process / issue an O.R. based on water bill or SOA2 minsCollection AssistantO.R
2If w/out water bill, ask for concessionaire name and locate in the computer and accept, process payment and issue an O.R2 minsO.R
3Check the date, payee signatories and the correctness of the amount in words & figures1 minO.R
4Write account no. OR no. and date at the back of the check and issue an O.R2minsO.R
B.) GOVERNMENT CHECK & PAYMENT W/ TAX WITH HELD
5File the duplicate copy of theO.R30 secsO.R
Accept payment, process Payment and issue O.R2 minsO.R
6Present water bill statement w/ Volucher, Check & BIR Form 2307Post BIR Form 2307 amount to the computer.1 minO.R
File the duplicate copy of the O.R & BIR Form 23071 minO.R

COMPLAINTS SERVICE REQUEST & INQUIRIES

FAQs

  • Schedule of Services
    • Weekdays
    • 24/7
    • NO NOON BREAK
  • Who may avail of the services
    • Concessionaires / Customers / Concerned Citizens
  • What are the Requirements
    • Fill-up Service Request Form
StepsApplicant / ClientService Provider of ActivityDurationPerson In-chargeFeesForms
1Fill-up Service Request or Call Hotline no. (083)228-4049 / 5200674 or text 09254454907Receive and Evaluate service request & advice concessionaires on the schedule of inspection / investigation15 minsCustomer Service Assist. DService Request
2Service request for approval3 minsCommercial Head
3conduct inspection on site & advice concessionaires for action to be taken30 mins
4Attend to emergency Pipeline leakages for repairs. (Available 24/7)30-45 minsWater Maintenance Man
5Sign / Comment on the service request if actin taken satisfies your requestLet the concessionaire sign / comment in the service request5 mins
6If subject for adjustment, the investigation will be forwarded to Customer Service Section30 minsCustomer Assistant Officer

FOR TEMPORRAY / DISCONNECTION

FAQs

  • Schedule of Services
    • Mondays – Fridays (except during holidays)
    • 8:00 am – 5:00 pm (no noon break)
  • Who may avail of the services
    • All Registered Concessionaires
  • What are the Requirements
    • Service Request
    • Delinquent Concessionaires
StepsApplicant / ClientService ProviderDuration of ActivityPerson In-chargeFeesForms
1Fill-up Service Request voluntary Temporary DisconnectionConduct / Disconnection10 mins (Disconnector)Customer Service AssistantService Request

FOR RECONNECTION

FAQs

  • Schedule of Services
    • Mondays – Fridays (except during holidays)
    • 8:00 am – 5:00 pm (no noon break)]
    • 5:01 pm on-wards. On Call Duty
  • Who may avail of the services
    • Service Request / Official Receipt
StepsApplicant / ClientService ProviderDuration of ActivityPerson In-chargeFeesForms
1Fill-up Service Request Payment of ArrearsVerify statement of Account Concessionaire’s Ledger Card15 minsCustomer Service Assistant AService Request
2Payment of Reconnection FeeAccept Payment and issue O.R.2 minsCollection Assistant D / Teller200
3Accept Payment of reconnection fee & issue O.R2 mins
4Prepare maintenance Order of Reconnection3 minsCustomer Service Assistant (Reconnector)

FEEDBACK AND REDRESS MECHANISMS

Please let us know how we have served you by doing any of the following:

  • Accomplish our Feedback Form available at the Public Assistance and complaint Desk (PACD) and drop it in Suggestion Drop Box.
  • Talk to our Customer Service Assistant
  • Directly e-mail us at ckwd_koronadalcity@yahoo.com
  • or Call us at:
    • Tel. No.: (083)228-4049 / 520-0674
    • Mobile No.: 09254454907