Citizen's Charter
List of Frontline Services
No. | Type of Frontline Service | Fees (subject to change) | Forms | Processing Time | In-Charge |
1 | New Water Service Connection | 2,650.00 | Service Application and Construction Order Agreement for Water Services Connection | 15 minutes | Customer Service Assistant/ Public Assistant Officer |
Estimation Fee | |||||
Application Fee | |||||
50.00 | Notarial Fee | ||||
2 | Delivery of Water Bills and Disconnection | None | Water Bill Statement | 5 minutes | Customer Service Asst. / Meter Reader |
3 | Collection of Water Bill and Other charges | Water bill | 2 minutes | Collection Assistant | |
4 | Service Requests | None | Service Request | 15 minutes | Customer Service Asst./ Public Asst. Officer |
Complaints and Inquiries | |||||
Request for Meter Test | None - Failed Result | Service Request | 2 minutes | Water Maintenance Man | |
50.00 - Passed Result | |||||
Temporary Disconnection | None | Service Request | 15 minutes | Customer Service Assistant | |
Reconnection | 200.00 | Service Request | 2 minutes | Customer Service Asst./ Public Asst. Officer | |
5 | Request for Certification for Potable Water | 150.00 | Request Letter | w/in 5 working Days | Customer Service Assistant |
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
- For New Service Connection
Steps | Applicant / Client | Service Provider | Duration of Activity | Person In-Charge | Fees | Forms |
A. New Service Connection | ||||||
1 | Submit all requirements & fill-up application & agreement contract | Asses all the document, interview client | 15 mins | Customer Service Asst. | 2,750 | Application & Agreement |
2 | Background checks, verify records if w/ previous account or arrears | 5 mins | ||||
Advice client on the Orientation / Seminar schedule | 1 min | |||||
3 | Attend Orientation / Seminar | Issue Certificate of Attendance | 2 hrs | |||
4 | Forward application & agreement contract to estimator | 1 min | Estimator Sheet | |||
5 | Conduct investigation & estimation | 30 mins | Water Maintenance Man | |||
6 | Prepare cost estimates | 10 mins | ||||
7 | Present approved cost estimated | Review & check the estimates for approval | 15 mins | Maintenance Head / GM | ||
8 | Assign account number | 2 mins | Customer Service Assistant | |||
9 | Notarial Service | 15 mins | Legal Counsel | 50.00 | ||
10 | Materials & Service connection Fee for Payment & Demand for Official Receipt | Accept payment & issue an Official Receipt | 2 mins | Collection Assistant | ||
11 | Prepare work order or list of maintenance order | 3 mins | Customer Service Asst. | Store Requisition Slip | ||
12 | Withdraw materials needed for installation from the stockroom | 15 mins | Water Maint. Man / Property Custodian | |||
13 | Install water service connection | 2 hrs | Water Maint. Man | |||
14 | Demand for a copy of Application & Agreement contract duly approved by the office | Retain office copies of documents for file | 5 mins | Customer Service Assistant | ||
B. METER TRANSFER, TAPPING & RELOCATION | 150 | |||||
1 | Fill-up Service Request | Receive & Evaluate Service Request | 30 mins | Customer Service Officer B | Service Request | |
2 | Conduct Inspection & prepare cost estimated materials | 30 mins | Water Maintenance Man | |||
3 | Review & Check cost estimated for Approval | 15 mins | Customer Service Assistant | |||
4 | Payment of Meter Transfer, Relocation Fee & Other charges | Accept payment & Issue O.R. | 2 mins | Collection Assistant | ||
5 | Withdraw materials needed from Stockroom Custodian | 30 mins | Water Maintenance Man / Property Custodian | Store Requisition | ||
6 | Implement transfer / Meter Relocation | 2 hrs | Water Maintenance Man | |||
Retain 1 copy for file | 1 min |
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
Steps | Applicant / Client | Service Provider | Duration of Activity | Person in Charge | Fees | Forms |
1 | Recieve Water Bill | Deliver 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 noticeable | 5 mins | Customer Service Assist. E / Meter Reader | Water Bill |
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
Steps | Applicant / Client | Service Provider | Duration of Activity | Person In-Charge | Fees | Forms |
A.) CASH / CHECKS PAYMENT | ||||||
1 | Present Statement of Account (SOA) or Water Bill | Accept statement of account or water bill, process / issue an O.R. based on water bill or SOA | 2 mins | Collection Assistant | O.R | |
2 | If w/out water bill, ask for concessionaire name and locate in the computer and accept, process payment and issue an O.R | 2 mins | O.R | |||
3 | Check the date, payee signatories and the correctness of the amount in words & figures | 1 min | O.R | |||
4 | Write account no. OR no. and date at the back of the check and issue an O.R | 2mins | O.R | |||
B.) GOVERNMENT CHECK & PAYMENT W/ TAX WITH HELD | ||||||
5 | File the duplicate copy of theO.R | 30 secs | O.R | |||
Accept payment, process Payment and issue O.R | 2 mins | O.R | ||||
6 | Present water bill statement w/ Volucher, Check & BIR Form 2307 | Post BIR Form 2307 amount to the computer. | 1 min | O.R | ||
File the duplicate copy of the O.R & BIR Form 2307 | 1 min | O.R |
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
Steps | Applicant / Client | Service Provider of Activity | Duration | Person In-charge | Fees | Forms |
1 | Fill-up Service Request or Call Hotline no. (083)228-4049 / 5200674 or text 09254454907 | Receive and Evaluate service request & advice concessionaires on the schedule of inspection / investigation | 15 mins | Customer Service Assist. D | Service Request | |
2 | Service request for approval | 3 mins | Commercial Head | |||
3 | conduct inspection on site & advice concessionaires for action to be taken | 30 mins | ||||
4 | Attend to emergency Pipeline leakages for repairs. (Available 24/7) | 30-45 mins | Water Maintenance Man | |||
5 | Sign / Comment on the service request if actin taken satisfies your request | Let the concessionaire sign / comment in the service request | 5 mins | |||
6 | If subject for adjustment, the investigation will be forwarded to Customer Service Section | 30 mins | Customer Assistant Officer |
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
Steps | Applicant / Client | Service Provider | Duration of Activity | Person In-charge | Fees | Forms |
1 | Fill-up Service Request voluntary Temporary Disconnection | Conduct / Disconnection | 10 mins (Disconnector) | Customer Service Assistant | Service Request |
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
Steps | Applicant / Client | Service Provider | Duration of Activity | Person In-charge | Fees | Forms |
1 | Fill-up Service Request Payment of Arrears | Verify statement of Account Concessionaire’s Ledger Card | 15 mins | Customer Service Assistant A | Service Request | |
2 | Payment of Reconnection Fee | Accept Payment and issue O.R. | 2 mins | Collection Assistant D / Teller | 200 | |
3 | Accept Payment of reconnection fee & issue O.R | 2 mins | ||||
4 | Prepare maintenance Order of Reconnection | 3 mins | Customer Service Assistant (Reconnector) |