CITIZEN’S CHARTER

PLARIDEL WATERWORKS
Plaridel, Misamis Occidental

SERVICE NAME : APPLICATION AND INSTALLATION OF NEW SERVICE CONNECTION

Description of the Service : New connection for water services and installation of water meters.
Office or Division Administrative/Manager’s Office ; Finance/Collection Office ; Maintenance/Production Division

Classification Simple

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government

Who may Avail General Public

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Approved Tax Clearance Municipal Treasurer’s Office
2. Building Permit Municipal Engineer’s Office

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1. Asks for water application form. 1.Advise applicant to completely fill-in

the form and submit requirements.

1.1 Examine the form and requirements

1.1 Submit the accomplished form
submitted. Orients the customer
together with the requirements. None 1 hour Unit Manager / Admin. Staff
about the process of acquiring new
service connection, other PWS
services and its policies.
1.2 Issue Order of Payment for
Membership/Tapping Fee.
2. Issue Official Receipt.
Tapping Fee – P300.00
2.Payment of Membership/Tapping 2.1 Inform the client to present the
Inspection Fee – P200.00 5 minutes Cashier
Fee. Official Receipt to the Manager’s
Office.

3.Present the Official Receipt to the 3.Logbook the Official Receipt. None 30 minutes Admin. Staff
Manager’s Office.
 3.1 Forwards application form to
Maintenance/Production Division for the Maintenance/Production
schedule of onsite inspection. Division

4.Conducts inspection at the customer’s

house and nearest tapping point.
Advises customer with the needed
materials for in-house connection. Maintenance/Production
None 4 hours
Division
4.1 Makes location plan and forwards
the application form back to the
Manager’s Office.
5.Manager’s Office staff in-charge
Admin. Staff
5. Notify the PWS Office when the prepares Job Order for approval.
None 10 minutes
materials are available.
Unit Manager
5.1 Approved the Job Order.
Maintenance/Production
6. Tapping and installation. None 4 hours
Division
7.Fill-out Client Feedback 7.Provide Client Feedback Satisfaction
Satisfaction Survey. Survey Form.
TOTAL P500.00 9 HOURS & 45 MINUTES

SERVICE NAME : WATER BILLS AND OTHER PAYMENTS

Description of the Service : Receiving payment of water bills and other related fees from concessionaires.
Office or Division Municipal Budget Office

Classification Simple

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government

Who may Avail General public.

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Notice of Water Billing Meter Readers Division / Billing Section

 CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Present the Notice of Water Bill or 1. Check and verify the account name
Cashier
the paper with the registered account and number, amount due and process the None 5 minutes
Billing Section
name of concessionaire. payment.
2.Give the payment and wait for the 2. Accept the payment and issue Official As billed
5 minutes Cashier
Official Receipt. Receipt. (refer to table of water rates)
2.Fill-out Client Feedback 2. Provide Client Feedback Satisfaction
Satisfaction Survey. Survey Form.
TOTAL AS BILLED 10 MINUTES

PLARIDEL WATERSYSTEM WATER RATES

(RESIDENTIAL)
NO. OF CUBIC TOTAL AMOUNT
AMOUNT PENALTY
METER DUE
1-8 100.00 5.00 105.00
9 117.00 5.85 122.85
10 134.00 6.70 140.70
11 151.00 7.55 158.55
12 168.00 8.40 176.40
13 185.00 9.25 194.25
14 202.00 10.10 212.10
15 219.00 10.95 229.95
16 236.00 11.80 247.80
17 253.00 12.65 265.65
18 270.00 13.50 283.50
19 290.00 14.50 304.50
20 310.00 15.50 325.50
21 330.00 16.50 346.50
22 350.00 17.50 367.50
23 370.00 18.50 388.50
24 390.00 19.50 409.50
25 410.00 20.50 430.50
26 430.00 21.50 451.50
27 450.00 22.50 472.50
28 470.00 23.50 493.50
29 490.00 24.50 514.50
30 510.00 25.50 535.50
31 530.00 26.50 556.50
32 550.00 27.50 577.50
33 570.00 28.50 598.50
34 590.00 29.50 619.50
35 610.00 30.50 640.50
36 630.00 31.50 661.50
37 650.00 32.50 682.50
38 670.00 33.50 703.50
39 690.00 34.50 724.50
40 710.00 35.50 745.50
41 730.00 36.50 766.50
42 750.00 37.50 787.50
43 770.00 38.50 808.50
44 790.00 39.50 829.50
45 810.00 40.50 850.50
46 830.00 41.50 871.50
47 850.00 42.50 892.50
48 870.00 43.50 913.50
49 890.00 44.50 934.50
50 910.00 45.50 955.50
51 930.00 46.50 976.50
52 950.00 47.50 997.50
53 970.00 48.50 1,018.50
54 990.00 49.50 1,039.50
55 1,010.00 50.50 1,060.50
56 1,030.00 51.50 1,081.50
57 1,050.00 52.50 1,102.50
58 1,070.00 53.50 1,123.50
59 1,090.00 54.50 1,144.50
60 1,110.00 55.50 1,165.50
61 1,130.00 56.50 1,186.50
62 1,150.00 57.50 1,207.50
63 1,170.00 58.50 1,228.50
64 1,190.00 59.50 1,249.50
65 1,210.00 60.50 1,270.00
66 1,230.00 61.50 1,291.50
67 1,250.00 62.50 1,312.50
68 1,270.00 63.50 1,333.50
69 1,290.00 64.50 1,354.50
70 1,310.00 65.50 1,375.50
71 1,330.00 66.50 1,396.50
72 1,350.00 67.50 1,417.50
73 1,370.00 68.50 1,438.50
74 1,390.00 69.50 1,459.50
75 1,410.00 70.50 1,480.55
76 1,430.00 71.50 1,501.50
77 1,450.00 72.50 1,522.50
78 1,470.00 73.50 1,543.50
79 1,490.00 74.50 1,564.50
80 1,510.00 75.50 1,585.50
81 1,530.00 76.50 1,606.50
82 1,550.00 77.50 1,627.50
83 1,570.00 78.50 1,648.50
84 1,590.00 79.50 1,669.50
85 1,610.00 80.50 1,711.50
86 1,630.00 81.50 1,711.50
87 1,650.00 82.50 1,732.50
88 1,670.00 83.50 1,753.50
89 1,690.00 84.50 1,774.50
90 1,710.00 85.50 1,795.50
91 1,730.00 86.50 1,816.50
92 1,750.00 87.50 1,837.50
93 1,770.00 88.50 1,858.50
94 1,790.00 89.50 1,879.50
95 1,810.00 90.50 1,900.50
96 1,830.00 91.50 1,921.50
97 1,850.00 92.50 1,942.50
98 1,870.00 93.50 1,963.50
99 1,890.00 94.50 1,984.50
100 1,910.00 95.50 2,005.50
101 1,930.00 96.50 2,026.50
102 1,950.00 97.50 2,047.50
103 1,970.00 98.50 2,068.50
104 1,990.00 99.50 2,089.50
105 2,010.00 100.50 2,110.50
106 2,030.00 101.50 2,110.50
107 2,050.00 102.50 2,152.50
108 2,070.00 103.50 2,173.50
109 2,090.00 104.50 2,194.50
110 2,110.00 105.50 2,215.50
111 2,130.00 106.50 2,236.50
112 2,150.00 107.50 2,257.50
 113 2,170.00 108.50 2,278.50
114 2,190.00 109.50 2,299.50
115 2,210.00 110.50 2,320.50
116 2,230.00 111.50 2,341.50
117 2,250.00 112.50 2,362.50
118 2,270.00 113.50 2,383.50
119 2,290.00 114.50 2,404.50
120 2,310.00 115.50 2,425.50

(COMMERCIAL)
NO. OF CUBIC TOTAL AMOUNT
AMOUNT PENALTY
METER DUE
1-8 220.00 11.00 231.00
9 250.00 12.50 262.50
10 280.00 14.00 294.00
11 310.00 15.50 325.50
12 340.00 17.00 357.00
13 370.00 18.50 368.50
14 400.00 20.00 420.00
15 430.00 21.50 451.50
16 460.00 23.00 483.00
17 490.00 24.50 514.50
18 520.00 26.00 546.00
19 555.00 27.75 582.75
20 590.00 29.50 619.50
21 625.00 31.25 656.25
22 660.00 33.00 693.00
23 695.00 34.75 729.75
24 730.00 36.50 766.50
25 765.00 38.25 803.25
26 800.00 40.00 840.00
27 835.00 41.75 876.75
28 870.00 43.50 913.50
29 905.00 45.25 950.25
30 940.00 47.00 987.00
31 975.00 48.75 1,023.75
32 1,010.00 50.50 1,060.50
33 1,045.00 52.25 1,097.25
34 1,080.00 54.00 1,134.00
35 1,115.00 55.75 1,170.75
36 1,150.00 57.50 1,207.50
37 1,185.00 59.25 1,244.25
38 1,220.00 61.00 1,281.00
39 1,255.00 62.75 1,317.75
40 1,290.00 64.50 1,354.50
41 1,325.00 66.25 1,391.25
42 1,360.00 68.00 1,428.00
43 1,395.00 69.75 1,464.75
44 1,430.00 71.50 1,501.50
45 1,465.00 73.25 1,538.25
46 1,500.00 75.00 1,575.00
47 1,535.00 76.75 1,611.75
48 1,570.00 78.50 1,648.50
49 1,605.00 80.25 1,685.25
50 1,640.00 82.00 1,722.00
51 1,675.00 83.75 1,758.75
52 1,710.00 85.50 1,795.50
53 1,745.00 87.25 1,832.25
54 1,780.00 89.00 1,869.00
55 1,815.00 90.75 1,905.75
56 1,850.00 92.50 1,942.50
57 1,885.00 94.25 1,979.25
58 1,920.00 96.00 2,016.00
59 1,955.00 97.75 2,052.75
60 1,990.00 99.50 2,089.50
61 2,025.00 101.25 2,126.25
62 2,060.00 103.00 2,163.00
63 2,095.00 104.75 2,199.75
64 2,130.00 106.50 2,236.50
65 2,165.00 108.25 2,273.25
66 2,200.00 110.00 2,310.00
67 2,235.00 111.75 2,346.75
68 2,270.00 113.50 2,383.50
69 2,305.00 115.25 2,420.25
70 2,340.00 117.00 2,457.00
71 2,375.00 118.75 2,493.75
72 2,410.00 120.50 2,530.50
73 2,445.00 122.25 2,567.25
74 2,480.00 124.00 2,604.00
75 2,515.00 125.75 2,640.75
76 2,550.00 127.50 2,677.50
77 2,585.00 129.25 2,714.25
78 2,620.00 131.00 2,751.00
79 2,655.00 132.75 2,787.75
80 2,690.00 134.50 2,824.50
81 2,725.00 136.25 2,861.25
82 2,760.00 138.00 2,898.00
83 2,795.00 139.75 2,934.75
84 2,830.00 141.50 2,971.50
85 2,865.00 143.25 3,008.25
86 2,900.00 145.00 3,045.00
87 2,935.00 146.75 3,081.75
88 2,970.00 148.50 3,118.50
89 3,005.00 150.25 3,155.25
90 3,040.00 152.00 3,192.00
91 3,075.00 153.75 3,228.75
92 3,110.00 155.50 3,265.50
93 3,145.00 157.25 3,302.25
94 3,180.00 159.00 3,339.00
95 3,215.00 160.75 3,375.75
96 3,250.00 162.50 3,412.50
97 3,285.00 164.25 3,449.25
98 3,320.00 166.00 3,486.00
99 3,355.00 167.75 3,522.75
100 3,390.00 169.50 3,559.50
101 3,425.00 171.25 3,596.25
102 3,460.00 173.00 3,633.00
103 3,495.00 174.75 3,669.75
104 3,530.00 176.50 3,706.50
105 3,565.00 178.25 3,743.25
106 3,600.00 180.00 3,780.00
107 3,635.00 181.75 3,816.75
108 3,670.00 183.50 3,853.50
109 3,705.00 185.25 3,890.25
110 3,740.00 187.00 3,927.00
111 3,775.00 188.75 3,963.75
112 3,810.00 190.50 4,000.50
113 3,845.00 192.25 4,037.25
 114 3,880.00 194.00 4,074.00
115 3,915.00 195.75 4,110.75
116 3,950.00 197.50 4,147.50
117 3,985.00 199.25 4,184.25
118 4,020.00 201.00 4,221.00
119 4,055.00 202.75 4,257.75
120 4,090.00 204.50 4,294.50

Tapping Fee - 300.00

Inspection Fee - 200.00
Reconnection Fee - 200.00
Transfer of Name - 100.00
Transfer of Connection - 200.00

SERVICE NAME : RECONNECTION OF DISCONNECTED SERVICE CONNECTION

Description of the Service : Reconnection of disconnected accounts due to arrears or temporary disconnected accounts.
Office or Division Maintenance/Production Division

Classification Simple

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government
Who may Avail PWS Concessionaires

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Water Bill

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Advises the customer to proceed to the

Billing Section for the computation of
outstanding balances or arrears.

1.1 Account balance and penalty

1.Approaches the customer service
computation, as well as preparation None 15 minutes Admin. Staff
desk.
of Order of Payment.
1.2 Notify customer pay according to
the Order of Payment’s billing
details.

2.Accepts payment and issues Official

2.Present the Order of Payment to
Receipt. Unpaid Water Bill
the cashier and pays the account
+ 5 minutes Cashier
balance/payable and reconnection
2.1 Inform customer to presents OR to Reconnection Fee
fee.
the Manager’s Office.
3. Post latest payment of customer to
their individual ledger. Inputs request
3.Present Official Receipt to the and customer’s contact number.
None 5 minutes Admin. Staff
Manager’s Office.
3.1 Issues job order to the
Maintenance/Production Division.
Maintenance/Production
4.Reconnects service connection. None 4 hours
Division
5. Fill-out Client Feedback 5. Provide Client Feedback Satisfaction
Satisfaction Survey. Survey Form.
UNPAID WATER BILL +
TOTAL 4 HOURS & 25 MINUTES
200.00
SERVICE NAME : SERVICE REQUEST / COMPLAINTS
Description of the Service : Respond to PWS concessionaires’ service requests and complaints; examine the service connection to confirm the veracity of the
claim. The cause of the water service connection issue must be verified and repaired or addressed by remedial actions.
Office or Division Maintenance/Production Division

Classification Simple

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government
PWS Concessionaires requesting for services such as:
 Leak after the meter
 Temporary Disconnection
 Change of classification
 Turbid water
Who may Avail
 No water
 Replacement of gasket, stop cock
 High Consumption
 Repairs of service lines before and after the meter
 Repair of standpipe
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Inputs the customer’s contact

information and the request in the
logbook.

1.1 Review the service request and

1.Aapproaches the customer service issues job order and forwards to None
20 minutes Admin. Staff
desk and informs specific request. Maintenance/Production Division.
1.2 Prepares the Order of Payment
based on the service(s) availed and
inform the customer to pay the fees
at the cashier and the schedule of
inspection.
2. Receive payment and issue Official
2.Present the Order of Payment and Depends on the services availed
Receipt. 5 minutes Cashier
pay the corresponding fees. (Refer to table of fees)
 3.Assigned plumber / water maintenance
personnel to conduct field inspection or
service line repair and maintenance on None 5 minutes Admin. Staff
the client’s request.

4.Attend the customer’s request. Maintenance/Production

None 4 hours
Division
5. The plumber notifies or confirms with
the customer and provides a report or
Maintenance/Production
feedback regarding the status of the None 30 minutes
Division
request.

5. Fill-out Client Feedback 5. Provide Client Feedback Satisfaction

Satisfaction Survey. Survey Form.
TOTAL VARIABLE 5 HOURS

SERVICE NAME : REQUEST FOR TRANSFER TAPPING OF WATER METER / WATER SERVICE CONNECTION
Description of the Service : Concessionaires may request to relocate their water meter either within their property jurisdiction or at another location.
Office or Division Maintenance/Production Division

Classification

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government

Who may Avail PWS Concessionaires

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Approaches the customer service 1.Inquire for the details of the request None Admin. Staff
desk. and made entries in the logbook and
forward to the Office of the Manager for
approval.
 1.1 Advise client to pay the inspection
fee and transfer fee at the cashier.
1.2 Issues job order and forward to
Maintenance/Production Division.
2.Proceed to the payment counter
2.Accepts payment and issue Official Reconnection Fee – 200.00
and pay the inspection fee and Cashier
Receipt. Transfer of Connection – 200.00
transfer fee.
3. Check the issued official receipt,
prepares job order and forward the
approved service request to
Maintenance/Production Division. Admin. Staff
3.Proceed to customer
desk/Manager’s Office and present None
3.1 Assign personnel for inspection and Maintenance/Production
the official receipt.
appropriate action. Division

3.2 Attend the request.

4.Fill-out Client Feedback 4. Provide Client Feedback Satisfaction

Satisfaction Survey. Survey Form.
TOTAL 400.00

SERVICE NAME : REQUEST FOR REPLACEMENT OF DEFECTIVE WATER METER AND BRASS LOCKWING
Description of the Service : All PWS concessionaires may request for replacement of defective water meter and brass ball valve with lockwing.
Office or Division Maintenance/Production Division

Classification

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government

Who may Avail All PWS Concessionaires

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

 None

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Assists clients with their requests and

forward to the Office of the Manager for
1.Approaches the customer service
approval. Admin. Staff
desk.
1.1 Advise client for payment of fees.
2. Receive payment and issue Official
2.Proceed to cashier for payment. Cashier
Receipt.
3. Check the issued official receipt,
prepares job order and forward the
approved service request to
Maintenance/Production Division.
Admin. Staff
3.Proceed to customer
desk/Manager’s Office and present 3.1 Assign personnel for inspection and
Maintenance/Production
the official receipt. appropriate action.
Division
3.2 Replace defective water meter and
lockwing.

4.Fill-out Client Feedback 4. Provide Client Feedback Satisfaction

Satisfaction Survey. Survey Form.
TOTAL

SERVICE NAME : REQUEST FOR RESTORATION OF SERVICE CONNECTION DUE TO MAJOR REPAIRS
Description of the Service : All PWS concessionaires may request for restoration of service connections that were disrupted by line breaks, production equipment
failures or facility leaks.
Office or Division Maintenance/Production Division

Classification

Type of Transaction G2C – Government to Citizen; G2B – Government to Business; G2G – Government to Government

Who may Avail All PWS Concessionaires affected by major repairs

 CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None

CLIENT STEPS AGENCY ACTION FEES TO BE PAID PROCESSING TIME PERSON RESPONSIBLE

1.Assists clients with their requests and

forward to the Office of the Manager for
1.Approaches/calls the Manager’s
approval.
Office and informs the concern. None Admin. Staff
1.1 Prepares job order and sends it to
Maintenance/Production Division.
2.Assigned plumber/water maintenance
None Cashier
personnel to conduct field inspection.
3.Carry out repairs and maintenance. Admin. Staff
None
3.1 Provides report or feedback Maintenance/Production
regarding the status of the request. Division
4.Fill-out Client Feedback 4. Provide Client Feedback Satisfaction
Satisfaction Survey. Survey Form.
TOTAL