Citizen's Charter

Republic Act No. 9485

Anti-Red Tape Act 2007

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

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

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

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

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

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

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

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

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

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

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

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

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)

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