PROCESS MANUAL RO-PM-04-07

METROPOLITAN WATERWORKS AND

SEWERAGE SYSTEM Revision Code: 0 Page 1 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

1. OBJECTIVES:
To ensure that all complaints related to water, sewer and sanitation services provided by the
concessionaires are acted on/resolved and in compliance with CA provision on prompt
response to customer complaints.

2. SCOPE:

This procedure covers the proper handling/management of all customer complaints filed
before the MWSS-RO against the concessionaires and starts from receipt of complaint
up to updating status of corrective action implementation and effectiveness.

Applicability/Coverage - This shall be applicable to all Customer complaints filed before

or endorsed to the MWSS-RO against the Concessionaires, including but not limited to
the following:

(a) Customer-specific complaints relating to the Concessionaires’ Service

Obligations under the Concession Agreements (CAs), including but not limited
service connections, water pressure, water quality and quantity, sewer, sanitation
and other related environmental concerns;
(b) Complaints concerning the implementation or interpretation of the MWSS
policies, including the Implementing Rules and Regulations (IRRs);
(c) Complaints relating to contracts entered into by Concessionaires and the
Customers, in so far as they involve the interpretation of the CAs, MWSS
policies, and IRRs;
(d) Complaints involving billing and metering including but not limited to excessive
billing, erroneous billing/reading, interchanged meter reading, leaks, or
erroneous/inappropriate application of rate code or billing scheme;
(e) Complaints related to the assessment of undercollection under the IRR of
Republic Act No. 8041, otherwise known as “The National Water Crisis Act of
1995”; and
(f) Complaints involving technical compliance with MWSS standards and quality of
workmanship, in so far as they relate to the delivery of service to specific
Customers.

Exclusions - This shall not cover the following and/or similar cases:

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 2 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

(a) Intra-association and inter-association disputes under the exclusive jurisdiction of

the Housing and Land Use Regulatory Board (HLURB) or the Cooperative
Development Authority (CDA);
(b) Issues within the exclusive jurisdiction of the National Water Resources Board
(NWRB) such as those relating to the issuance of Certificate of Public
Convenience (CPC) and the setting of tariff by private water providers; and

Other disputes falling under the exclusive jurisdiction of other agencies and/or the
courts of justice.

3. DEFINITION OF TERMS:

3.1 Concessionaire refers to either the Manila Water Company, Inc. (MWCI); or the
Maynilad Water Services, Inc. (MWSI); or both, or their agents;
3.2 Customer refers to the Customer-on-record, or his/her duly authorized
representative/s, including the beneficial owner of the water and sewerage services
such as lessee/s or occupant/s of property;
3.3 Conciliation Meeting refers to a pre-scheduled meeting wherein the complainant and
the concessionaires meet to discuss the issues embodied in the Complaint, presided
by the DM and/or representative SWURO, with the goal of coming to an agreement
and/or reconciling differing points of view in resolving the complaint;
3.4 Field Investigation – an activity conducted motu proprio (on its own) or upon the
agreement of the parties, to ascertain/verify factual issues stated in the complaint or in
the subsequent answer/reply of the concessionaires, and other issues that may be
raised during the Conciliation Meeting.
3.5 Resolution – the action undertaken in resolving the complaint, dispute, or contentious
matter. This is prepared by the DM or the SWURO, as reviewed by the DM, within ten
(10) working days from the submission of the final documents after the Conciliation
Meeting, for the review of and eventual approval/issuance by the DA.

4. RECORDS:
4.1 Minutes of Meeting

5. REFERENCES:
5.1 Citizen’s Charter in compliance with Republic Act 9485 or the Anti-Red Tape Act of
2007
5.2 2015 Rules of Procedures in Handling Complaints

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 3 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

6. PROCEDURE:
ACTIVITY FLOW RESPONSIBLE DETAILS
• Complaints may come
START from the OCR (addressed
to the Chief Regulator),
farmed out to CSR, walk-in
Technical Assistant /
complainants, through
Receive and Record telephone or through e-
Secretary
Complaint mail.
• Recording is done either
through Customer
Complaints Form and
logbook, in all other cases,
and in the complaints
database
NO

No Billing / Meter
Technical Assistant Determine whether the
related
complaint? complaints falls under CSMD
or MED

Yes
• Request customer to
submit supporting
Request Additional documents; and
Information • Request Concessionaire to
Sr./Supvg. WURO provide copy of
billing/meter reading
history and meter accuracy
test results, if necessary

Analyze Complaint
Review documents
Sr./Supvg. WURO submitted by complainant
and evaluate complaint
A

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 4 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

• Endorse complain w/in 3

A days after receipt of
complaint
• Concessionaire to provide
Endorse Complaint to action taken within 48 hrs
Concessionaire Sr./Supvg. WURO • Inform customer of initial
action taken by MWSS-
RO CSR
• Indicate tentative
schedule of Conference
Meeting
Encode customer
Encode customer information (i.e. name,
information in the Secretary / Sr. WURO account no., address, etc.)
database and details of complaint
(after endorsement)

No
Response
letter
D
provided?

Yes
Determine if MWSS-RO
received a written response
Technical Assistant /
Receive written response Secretary
letter from the
concessionaire on the action
taken
Encode action/s taken
provided by the
Encode action taken in concessionaire in response
the database to the endorsement of the
Regulatory Office. Note
however that in this
Secretary / Sr. WURO particular activity, there is no
need to follow-up any action
B taken by the concessionaire,
as this parameter is being
monitored relative to the KPI
compliance
PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 5 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

Confirm with the complainant

whether the action taken by
Action taken Yes
Sr. / Supvg. WURO the Concessionaire is
acceptable to
acceptable t or not
customer?

No As needed prior to
Conciliation Meetings
• Coordinate with other
Conduct Conciliation Meeting / Dept. Mgr. And / area/s, if necessary
D Series of Meetings (if needed) or representative / • Conduct field
Supvg. WURO investigation to verify the
action/s taken
• Witness meter testing, if
necessary

Final documents such as

Receive additional / incorporate • Minutes of Meeting /
documents needed for resolution of Investigation report /
complaint meter testing report /
signed agreement
• Response letter from the
Technical Assistant / Concessionaire
Secretary • Computation of bill
adjustment as may be
required by the RO
• Additional requirements /
supporting documents as
agreed during the
meeting

Prepare/revise draft Resolution /

E
Closure Letter Prepare/revise draft
resolution / closure letter to
Department Manager
DA for comment/s or
C correction/s.

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 6 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

No
Resolution Deputy Administrator
E Approved?

Yes

Send approved resolution to the

customer and furnish the Approved Resolution signed
Concessionaire a copy Secretary
by DA-CSR

Determine if party/ies filed a

Motion for Reconsideration /
Is there motion appeal to MWSS-RO.
for
Reconsideration
/ Appeal?

Yes

No Issue Resolution EXECOM may reverse or

MWSS-RO EXECOM sustain CSR Resolution

• Finality of Resolution of
Deputy Administrator/ CSR or EXECOM
Consider Resolution as EXECOM • Customer may opt to
final
resort to other forum

Update database
Refer to W1 on updating of
Sr. WURO / Secretary
database

END

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR

 PROCESS MANUAL RO-PM-04-07
METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM Revision Code: 0 Page 7 of 7
Regulatory Office

Section: SERVICE REALIZATION PROCESS Effectivity Date: January 2016

Subject: CSR COMPLAINTS HANDLING

7. WORK INSTRUCTIONS:
7.1 Updating of Database – To ensure efficient monitoring of complaints

7.1.1 Responsible Person – Senior or Supervising WURO

7.1.2 Steps

After Endorsement

Step 1. Encode all necessary information indicated in the final documents

and issued resolution by the Regulatory Office (date of final closure
letter, date of resolution, final action/s taken, etc.)

Step 2. For complaints which had undergone conciliation meeting and no final
documents were provided by the concessionaire, follow-up
submission of the same after the 10th day (from the date of the final
meeting)

Step 3. Generate reports of resolved and unresolved complaints for the

following:

3.1 Quarterly Accomplishment

3.2 Compliance to KPI targets for Service and Billing Complaints by
the Concessionaires (within 10 days from the date of receipt of
complaints)
3.3 Compliance to GCG requirement on the issued MWSS-RO
Resolution (within 10 days after receipt of final documents)

8. FORMS:
8.1 Customer Complaint Form

PREPARED BY: REVIEWED BY: APPROVED BY:

DM, MED DA, CSR CHIEF REGULATOR