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CABWAD CITIZEN’S CHARTER

A. APPLICATION FOR NEW WATER SERVICE CONNECTIONS

Schedule of Availability of the Service:


Monday to Friday without Noon Break
8:00 am – 5:00 pm

Who may avail of the Service?


Cabuyao, Laguna residents

What are the requirements?


 2 x 2 I. D. picture
 Residence certificate (cedula) current year
 Photocopy of valid ID (ex. Company ID, GSIS,SSS ,postal ID,
license ID and voter’s ID)
 Photocopy of proof of ownership (land title, OHA, amelyar)
 Barangay clearance
 Photocopy of Senior Citizen ID (for 60 years old and above)
 Authorization letter for applicants who are not the owner of the
house/building and lot.

Water service applicants are required to attend the orientation prior to the
processing of their water service applications. The orientation is scheduled every
Friday.

How to Avail of the Water Service Connection

Duration of
Service Activity Person
Step Concessionaires Provider (under normal In- Form
circumstances) Charge
1 Submit requirements Process 10 minutes Customer List of
on water service Application Service requirements
application Assistant
2 Secure and fill-out Provide the 10 minutes Customer Application
application form application Service form
form Assistant
3 Go back to the customer Check the 5 minutes Customer Application
service, present the application Service form and
filled-out application form and the Assistant requirements
form together with the requirements
requirements
4 Pay installation fee Issue Official 5 minutes Cashier Official
Receipts Receipts
5 Attend the mandatory Explain the 1-2 hours Customer Certificate
orientation regarding processing of Service of
CABWAD policies water service Assistant Attendance
applications
6 Inspect the 1 day Service Inspection
location of the Inspector Slip/Form
applicant’s
house or
establishment
to assess the
proximity of
CABWAD’s
service line.
7 Installation of 1-2 Plumbers New Service
water service weeks Connection
connection Requests

B. ACCEPTANCE OF WATER BILLS PAYMENT

Schedule of Availability of the Service:


Monday to Friday without Noon Break
8:00 am – 5:00 pm

Who may avail the Service?


Cabuyao Water District concessioners

How to Avail of the Service

Duratio
Service n of Person
Step Concessionaires Provider Activity In- Form
(under Charge
normal
circumst
ances
1 Go to respective Once a Meter Water
assigned area and month reader bill
conduct water meter
reading for the
monthly water
consumption of the
concessionaires

Prepare,generate,and 1 day Billing


sort water bills. Clerk and
Meter
Reader

2 Receive statement of Deliver/Issue water 1 day Meter Water


account for the monthly bill Reader bill
water consumption.
3 Upon receipt of the Issue Official 1 day Teller Official
statement of account, go to Receipt Receipt
CABWAD office (including
Sub-offices, Planbank) and
pay the monthly bill.
Settle account on or before
due date to avoid penalty.

C. ATTENDING TO COMPLAINTS AND REPORTS

Schedule of Availability of the Service:


Monday to Friday without Noon Break
8:00 am – 5:00 pm
On-call: 24/7 services

Who may avail the Service?


Cabuyao Water District concessionaires and General Public

What are the requirements?


Completed information on the request

How to Avail of the Service


Duration
Service of Person In-
Step Concessionaires Provider Activity Charge Form
(under
normal
circumsta
nces
1 Complaints Receive and 5 minutes Customer Service
-Water Distribution acknowledge Service request
Services complaints Assistant
a. Low water pressure
b. No water on a
particular area Prepare Service 2 minutes Customer Service
Request Service request
-Water quality of the Assistant
supplied water
a. Safeness/Potableness Refer to the 5 minutes New Service Service
of water concerned Connection request
b. Turbidity of water division/department

-Delay of service request

a. Installation of service Respond to the 1 day


connection complaints
b. Repairs for the reported Halfday New Service Service
leakages Connection requests
* Boring Connection 1 day
-across the mainline

D. RECONNECTION OF SERVICE CONNECTION


Schedule of Availability of the Service:
Monday to Friday without Noon Break
8:00 am – 5:00 pm

Who may avail the Service?


Cabuyao Water District concessionaire whose service connection is
disconnected either voluntarily or unpaid.

What are the requirements?


Unpaid water bill and reconnection fee is fully paid

How to Avail of the Service


Duration of
Service Activity Person
Step Concessionaires Provider (under In- Form
normal Charge
circumstances
1 Go to CABWAD Receive 10 minutes Teller Statement of
office (including sub- payment and Account and
offices ) to pay the issue official Official
unpaid balances and receipt Receipts
reconnection fee
2 Sign the service Accept service 10 minutes Customer Maintenance
requests/maintenance request and Service Order
order refer to Assistant
concerned
department.
3 Reconnect the Halfday
water service Meter Maintenance
reader / Order
Re-open thru 10 minutes Plumbers
padlock

E. VOLUNTARY TEMPORARY DISCONNECTION OF SERVICE


CONNECTION

Schedule of Availability of the Service:


Monday to Friday without Noon Break
8:00 am – 5:00 pm

Who may avail the Service?


Cabuyao Water District concessionaire

What are the requirements?


Completed information on the request

How to Avail of the Service


Duration of
Service Activity Person
Step Concessionaire Provider (under In- Form
s normal Charge
circumstance
s
1 Go to CABWAD Secure 10 minutes Customer Service Request,
office (including complete Service waiver for temporary
sub-offices) and information Assistant disconnection,
request for about the Official Receipt
temporary request and
disconnection of details on
water service and statement of
pay outstanding account.
water bill, if
there’s any. Issue Official
Receipt
2 Sign the service Record 5 minutes Customer Maintenance Order
requests/maintena maintenance Service
nce order and order and Assistant
waiver for refer to
temporary concerned
disconnection department
3 Disconnect 10 minutes Meter Maintenance Order
the water reader /
service Plumbers
connection

Permanent 1 day Plumbers/ Maintenance Order


disconnection laborers
of the water
service
connection