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Citizen’s Charter


CUSTOMERS FEEDBACK, GRIEVANCE OR REDRESS MECHANISMS/PROCEDURES

Please let us know how we have served you by doing any of the following:
  • Drop inside our suggestion box your suggestions, comments, recommendation or complaints, if any
  • Personally bring the matter to our Office or
  • Simply contact us at the following telephone numbers:
    • (075) 637-6044 San Carlos City Water District
    • (075) 531-4202 General Manager – San Carlos City Water District
    • (075) 634-1035 Primewater – San Carlos
Thank you for helping us to continuously improve our service because we measure our work by the satisfaction of the customers we serve.

NEW SERVICE CONNECTION

  • REQUIREMENTS:
    • Personal Appearance of the Applicant
    • Plumbing Permit (City Engineering’s Office)
    • Photocopy of 1 valid ID
    • 1 2×2 picture
  • FEES AND CHARGES:
    • New Connection FeeP1,880.00
    • Materials (subject to estimate by the service provider)
  • STEP 1:

    The applicant will proceed to the Customer Care Desk (CCD) to submit the requirements. The Customer Care Assistant will interview the applicant for the availability of the service line in his/her area. The Maintenance Section will conduct the necessary Site Inspection for possible service line and list down all materials needed for the service connection within 24 hours. Then the Customer Care Assistant will fill up the Job Order form for a prospective customer. (Duration 5 minutes)

  • STEP 2:

    After inspection, the applicant may proceed to the Customer Care Desk for advice. If service line is available, he/she may already fill up the Application Form. The Customer Care Assistant will sign the Application Form and Construction Order for approval of the subject service connection. (Duration: 5 minutes)

  • STEP 3:

    The Applicant pays the required membership fee and the cost of the materials to be used as per inspection report submitted by the Maintenance Section. The Cashier/Teller will issue the corresponding Official Receipt.

    After payment, the applicant will sign the Contract for Water Service and Waiver Form. The Customer Care Assistant will orient him/her about the rules and regulations and the terms and conditions set forth in the Contract. (Duration: 10 minutes)

  • STEP 4:

    The customer care assistant will inform the customer to wait for the schedule of tapping as advised by the Maintenance Section within seven (7) working days. The Maintenance Section will submit the Accomplishment Report to the CCD.

     

COLLECTION OF WATER BILLS

  • STEP 1:

    The Customer will present the Statement of Account to the Water Bill Collector/Cashier. The Collector/Cashier encodes the account number for verification. (Duration: 1 minute)

  • STEP 2:

    The Customer gives payment and secures Official Receipts. The Collector/Cashier receives the payment and issues Official Receipt. (Duration: 1 minute)

    For overdue accounts, ten percent (10%) penalty is being added to the water bill.
 

RECONNECTION OF WATER SERVICES

REQUIREMENTS:
  • Personal Appearance of the Applicant
  • Copy of the last billing statement
  • Valid ID
FEES AND CHARGES:
  • Reconnection FeeP300.00
  • Full payment of arrears, if any
  • STEP 1:

    The Customer will proceed to the Customer Care Desk to request for service reconnection and submit the requirements. The person-in-charge will verify the total outstanding balance of the customer, if any.

    The Customer pays the reconnection fee and arrears, if any, and secures Official Receipts. (Duration: 3 minutes)

  • STEP 2:

    The Reconnection/Disconnection Team reconnects the service line in the presence of the customer or his representatives/housemates. Said team submits the Accomplished Report to the CCD. (Duration: 24 hrs)

TRANSFER, RELOCATION OF WATER METERS AND SERVICE LINES

  • FEES AND CHARGES:
    • Transfer/Tapping FeeP500.00
    • Materials (subject to estimate)
  • STEP 1:

    The Customer will proceed to Customer Care Desk. The customer care assistant will orient him on how he can avail of the service and the requirements. Then the CCD will submit to the maintenance section the report for site inspection. (Duration: 5 minutes).

     
  • STEP 2:

    The Maintenance Section inspects the site and list down all the materials needed for the transfer/relocation of water meters and service lines. The customer assists the person assigned for site inspection and gets the list of the materials. (Duration: 5 minutes).

     
  • STEP 3:

    The customer shall return to the Office for the payment of the service applied for and makes assessment for the total costing of the application.

    (Duration: 5 minutes).
  • STEP 4:

    The customer shall secure the contract agreement for water service and sign the said contract before the customer care assistant. The latter will give a copy of the said contract to the customer. A short briefing on the service applied for and its rules and regulations will be made. (Duration: 5 minutes)

  • STEP 5:

    The customer pays the corresponding fees and charges. Cashier receives the payment and issues the Official Receipt. (Duration: 2 minutes)

     

    The maintenance team will transfer/relocate the water meter or service line in the presence of the customer. (Duration: 24 hrs.)

CHECK/INSPECT/CALIBRATE WATER METER DUE TO HIGH OR LOW CONSUMPTION

  • STEP 1:

    The customer will proceed to the billing and collection section and presents a copy of his bill. The customer care assistant receives the complaint and forwards the same to the meter reader/investigator to re-read the meter and make necessary inspection. The meter reader shall determine in particular if there are leaks. (Duration: 5 minutes)

  • STEP 2:

    If no leak detected or found, the customer shall request for meter calibration. The meter calibration head calibrates the water meter then test the same in the presence of the customer. (Duration: 30 minutes)

REPAIRS OF BUSTED TRANSMISSION/DISTRIBUTION AND SERVICE LINES (LEAKAGES)

  • STEP 1:

    The customer will proceed to the Customer Care Desk and makes a request to the customer care assistant on what services to be presented. (Duration: 5 minutes)

  • STEP 2:The customer describes/sketches the location for site inspection by the maintenance team. (Duration: 5 minutes)

OGCC

BIR

CSC

COA

DBM

LWUA

NWRB

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