SERVICES OFFERED

A. NEW WATER SERVICE CONNECTIONS

REQUIREMENTS FOR APPLICATION OF NEW WATER SERVICE CONNECTIONS The applicant shall present required documents prior to the signing of Application form. Materials that will be required to be installed from the tapping point and other fittings necessary to avail the water service shall be obtained by the applicant from ACWD or from any local commercial store. Application Charges/fees differ depending on the size and type of service connections. The most common size and type of the service connection applied for is presented below:
PARTICULARS	METER SIZE 1/2” RESIDENTIAL/GOVERNMENT	METER SIZE 1’’COMMERCIAL/BUSINESS
APPLICATION FEES	P2,500.00	P6,600.00
MATERIALS	At prevailing market price	At prevailing market price
Documents as proof of ownership to be submitted for all types of connections: Tax Declaration of property being occupied or Lease Contract for Property being Occupied or Certification signed by Punong Barangay that Property being Occupied is owned by applicant or Approved Building Permit of Building being Occupied Sketch of Location
NOTE: Under normal conditions, installation of water service shall be completed in one (1) day up to five (5) days in a first-come-first-served basis. If water meters or supply pipes are unavailable at the time of application for water service connection, applicants shall be advised to wait for an extension of a maximum period of ten (10) working days from the date of application.

WATER RATES

Presidential Decree No. 198 states that a water district may prescribe and collect rates and other charges in an unlawful manner for service provided. ACWD has prescribed water rates as determined by the Board of Directors and duly approved by the Local Water Utilities Administration (LWUA). Applicants for new water service connections may request a copy of the Schedule of the LWUA Approved Water Rates from the Commercial Services Department. Such rates have been incorporated in the Computerized Billing and Collection System of the Water District.

The Alaminos City Water District has set this charter as an assurance given to concessionaires who are applying for new water service connections for the first time and to all valued customers who have been availing of the water service since its creation and to state their respective obligations with the aim of granting full customer satisfaction. A step-by-step procedure in availing water service at guaranteed performance level as follows:
A. APPLICATION FOR NEW SERVICE CONNECTION
SHEDULE OF AVAILABILITY OF SERVICE:	MONDAY – FRIDAY	8:00AM – 5:00PM (NO NOON BREAK) The Tellers Accept Payment FROM 7:00AM UNTIL 12:00NN ONLY
This service is conducted by tapping of water mains and laying of pipes from main to the curb line, and setting up of the water meter and magnetic shield or meter box. To avail this service, the applicant or his authorized representative shall guarantee the payment of his/her future water bills, to submit required documents attesting to ownership of the property where water connection shall be installed and payment of application charges and materials by signing the Application and Contract for Water Service.

HOW TO AVAIL OF THE SERVICE
Steps	Concessionaire	Service Provider	Duration of the Activity (Under Normal Circumstances)	Division/Department In-charge	Form
1	Secure an Application and Contract for Water Service Form from the person in-charge at the Customer Accounts Division.	Issue application form to the applicant. Provide a short briefing on the service and the requirements. Record it in the logbook.	10 minutes	Utilities/Customer Service Assistant B	Application and Contract for Water Service Official Receipt Requisition and Issue Slip Memorandum Receipt for Water Meter
2	Accomplish the Application and Contract for Water Service Form and submit it to the person-in-charge together with the requirements.	Review the accomplished form and the requirements. Advise the applicant to pay the fees to the Teller/Cashier.	5 minutes	Commercial Services Department Manager
3	Pay to the Teller/Cashier the required fees, charges and materials. Get customer’s copy of the receipt for the payment made.	Check the required application fees, charges and materials. Issue Official Receipt. Seek ppproval of the General Manager for the Application.	5 minutes	Teller (Utilities/Customer Services Assistant B) General Manager
4	Present/Submit official receipt to the Customer Services Desk.	Check the Official Receipt. Prepare Requisition and Issue Slip. Issue the paid materials.	20 minutes	Utilities/Customer Service Assistant A Property Custodian
5	Witness the installation of water connection and sign the acknowledgement in the Memorandum Receipt for Water Meter.	Install the Service Connection	Minimum 1 day up to maximum 5 days	Assigned Plumber

B. TRANSFER LOCATION OF WATER METER

When a new structure (such as perimeter fence) or any object obstruct the meter reader from reading the water meter in its present location, the water meter will be relocated by ACWD in conformity with construction standards at no cost to concessioner. This service may also be availed of if a concessioner moves residence from his/her present address to another place within the coverage area of ACWD. The cost of relocating the water meter will be at his/her expense. This service may be availed of from Monday-Friday at 8:00AM -12:00NN and 1:00PM – 5:00PM.
Steps	Concessionaire	Service Provider	Duration of Activity (Under Normal Circumstances)	Person in Charge	Fees	Form
1	For paid request, proceed to the Customer Services desk, inform the personnel in-charge and sign the Service Request form.	Gather information and accomplish the Service Request form. Provide a short briefing on the service and requirements. Review the accomplished form and the requirements. Record it in the logbook. Advise the customer to pay the charges to the Cashier.	10 minutes	Utilities/Customer Service Assistant B	**P350.00 Plus cost of fittings (if any)	Service Request Form Official Receipt Requisition and Issue Slip Service Request Form
2	Pay the required fees and cost of fittings (if any) to the Teller. Get the official receipt for the payment made.	Issue Official Receipt Prepare Requisition and Issue Slip. Issue the paid materials. Record the issued materials in the Requisition and Issue Slip.	5 minutes 10-15 minutes	Teller (Utilities/Customer Service Assistant B) Utilities/Customer Service Assistant B or Utilities/Customer Service Assistant E Property Custodian
4	Witness the relocation of water meter and sign the confirmation on the Service Request form	Transfer the location of water meter	Minimum of 1 day up to 5 days	Assigned Plumber

APPLICABLE FEES FOR TRANSFER LOCATION OF WATER METER:
Transfer Tapping Fees– P150.00	Transfer Location Fees– P200.00	**Total Fees – P 350. 00

C. CHANGE OF DEFECTIVE WATER METER

Water Meter will be changed at no cost to the concessionaire when the meter is found to be defective due to wear and tear or the meter registers a zero consumption. If the glass lens of the water meter is broken or tampered, it shall not be considered defective. In this case, ACWD will impose necessary charges pursuant to the provisions of PD No. 198 and/or the Water Crisis Act of 1995. Change of defective meters may be availed of from Monday-Friday from 8:00AM – 12:00NN and from 1:00-5:000PM.
Steps	Concessionaire	Service Provider	Duration of Activity (Under Normal Circumstances)	Person In-Charge	Form
1	Report the defective meter at the Customer Service desk. Request for change of defective water meter.	Gather information and accomplish the Service Request form. Provide a short briefing on the service. Record it on the logbook.	15 minutes	Utilities/Customer Service Assistants	Service Request Form
2	Witness the ocular inspection and the change of defective water meter. Sign the Service Request Form.	Inspect and calibrate the water meter. If found that it is defective, meter is replaced at no cost to the concessionaire.	1 day	Assigned Plumber Senior Water Facilities Technician	Service Request Form

D. VOLUNTARY DISCONNECTION OF WATER METER

Water supply will be disconnected at no cost if requested by the concessionaire. If reconnection is requested after one (1) year from date of disconnection, it shall be treated as application for new service connection. The service may be availed of from Monday-Friday at 8:00AM -12:00NN and 1:00 – 5:00PM.
Steps	Concessionaire	Service Provider	Duration of Activity (Under Normal Circumstances)	Person In-Charge	Form
1	Make a request for voluntary disconnection of the water meter at the Customer Service Desk.	Give a short briefing on the service. Accomplish the Maintenance Order Form. Record it in the logbook.	10 minutes	Utilities/Customer Service Assistants	Maintenance Order Form
2	May witness the disconnection of the water meter and sign the Maintenance Order Form	Disconnect the water meter. Record the registered meter reading in the Maintenance Order Form and sign in the space provided. Return the water meter to the Storekeeper.	1 day	Assigned Plumber	Maintenance Order Form

E. REPAIR OF LEAKING /BROKEN PIPELINES/FITTINGS

This type of service is rendered when water flows or remains on the surface of the ground where transmission, distribution or supply pipelines are installed. No fees/charges shall be collected for repairing leaking pipes before the water meter. Undetected leaking or broken pipes after the meter could lead to high water consumption/bills. Cost of repair for leaking faucets and leaking and broken pipes after the meter shall be at the expense of the concessionaire. This service may be availed of from Monday-Friday at 8:00AM -12:00NN and 1:00PM – 5:00PM.
Step	Concessionaire	Service Provider	Duration of Activity (Under Normal Circumstances)	Person In-Charge	Form
1	Report leaking/broken pipes to any of the personnel of the ACWD. Make a request for repairs of leaking pipeline.	Gather information and accomplish the Service Request form if the leak pertains to pipes before the meter. Record it in the logbook. If the leak is after the meter, advise the concessionaire to seek the services of a private plumber.	10 minutes	Utilities/Customer Service Assistants	Service Request Form
2	For leaks after the water meter: call a private plumber or request assistance from Customer Service Assistance Desk to locate one.	Assist concessionaire to locate a private plumber. Give a short briefing.	5 minutes	Utilities/Customer Service Assistants
3	Witness the repair of leaking/broken pipelines. If leaks are before the meter, sign the Service Request Form.	Repair/replace the leaking/broken pipelines. Accomplish the Service Request Form then submit it to Customers’ Service Assistant.	1-5 days	Utilities/Customer Service Assistants

F. RE-CONNECTION OF WATER SERVICE

When the water supply was disconnected whether voluntarily or as a result of delinquent accounts, water service can be availed of by re-applying for service connection from Monday-Friday at 8:00AM-5:00PM (NO NOON BREAK).
Steps	Concessionaire	Service Provider	Duration	Person in Charge	Fees	Form
1	Secure an application form from the New Connections Desk.	Issue application form to the applicant. Provide a short briefing on the service and the requirements. Record it in the logbook.	10 mins.	Utilities/Customer Services Assistant	Php 500.00*** (Materials Not Included)	Application and contract for water service
2	Accomplish the application form and submit it to the Utilities/Customer Services Assistant together with the requirements.	Review the accomplished form and requirements. Advise the applicant to pay the fees to the Cashier.	5 mins	Utilities/Customer Services Assistant Commercial Services Department Manager
3	Pay to the Cashier the required fees and charges/materials. Get the official receipt for the payments made.	Receive the payment. Issue Official Receipt for the amount received.	5 mins	Teller (Utilities/Customer Services Assistant)
4	Witness the re-connection of water meter and signify the acknowledgement of Memorandum Receipt for Water Meter.	Re-connect the water meter.	1 day	Assigned Plumber		Memorandum Receipt for water meter

REQUIREMENTS FOR RE-CONNECTION OF WATER METERS:

Presentation of official Receipts/Billing Receipts of all unpaid accounts
Reconnection Fees
- Disconnected in less than six (6) months
  - Residential – Php500.00
  - Commercial (with 1” water meter) – Php1,000.00
- Disconnected six (6) months or more
  - Residential – Php2,500.00
  - Commercial – Php6,500.00

Presentation of Official Receipts for Fitting/materials, if any.