citizen's charter - cover page - legazpi city water district

Republic of the Philippines

LEGAZPI CITY WATER DISTRICT

Brgy. Bitano, Legazpi City

www.legazpicitywater.gov.ph

CITIZEN’S CHARTER

Approved By:

General Manager, Legazpi City Water District

Issue No. : 01

Rev. No. : 01

Rev. Date : 10.02.2017

i

TABLE OF CONTENTS

Page

Cover Page -

Table of Contents i

Foreword ii

Brief Description of the Agency iii

Vision, Mission and Core Values iv

Performance Pledge v

Feedback and Redress Mechanism v

List of Frontline Services 1

Standard Forms 24

Certification of Compliance 41

List of Accredited Payment Centers 43

Directory 44

ii

FOREWORD

We at LCWD take great pride in giving you a Citizen’s Charter with the objective of

providing a more responsive and citizen-friendly delivery of our basic line of services.

This Charter is an important initiative which aims to inform the public of our

mandate, the services we are offering, the conditions for obtaining the same, and the

remedies available. This will also serve as a guide and base instrument in giving reliable

information with respect to various customer services offered by our office. It represents

our unrelenting commitment towards standards, excellence, redress mechanism,

transparency and accountability.

We trust that this will redefine the relations between LCWD and its consumers by

forging a more substantive and stronger bond of unanimity and understanding. We

believe that a satisfied customer is our ambassador in developing and achieving our

dream of providing quality and potable water in every home thus, our constant efforts to

effectively streamline our services around the emerging needs of the consuming public.

At the core of LCWD is our guiding vision of becoming a highly valued water

utility in the country in terms of providing safe, reliable, affordable, and sustainable

water services and at the same time promoting customer service excellence, employee

development, and environmental preservation. Assuming the mantle of responsibility, it

remains as the foundation upon which we continue to build our aim for sustainable

growth.

Suggestions to further improve our services will always be welcomed and

appreciated.

MA. LOURDES B. BIEN General Manager

iii

BRIEF DESCRIPTION OF THE AGENCY

The LCWD was formally established on October 1, 1981 in accordance with the

provisions of Presidential Decree No. 198, as amended, also known as “The Provincial

Water Utilities Act of 1973. It was issued with Conditional Certificate of Conformance No.

173 by the Local Water Utilities Administration (LWUA) on December 16, 1981. It started

with only 466 active service connections and with facilities valued at P533,952.

The big break came in 1990s when the LCWD was granted loans by the Local

Water Utilities Administration (LWUA) which were outsourced by the latter from the

Danish International Development Agency (DANIDA). Proceeds from such loans worth

about Php 87 million funded the improvement, rehabilitation and expansion of its water

supply system which included the drilling of wells in Bogna and Mabinit, transmission

and distribution pipelines, hydraulic control structures, reservoirs, service connections,

treatment facility and leak detection equipment.

Being considered a quasi-public corporation pursuant to the provisions of PD 198,

LCWD operated like a private corporation. But on September 13, 1991, by virtue of a

Supreme Court, local water districts were declared government-owned and controlled

corporations (GOCC). From then on, LCWD, just like other water districts in the country,

operated in accordance with the rules, policies and regulations of and subjected to the

usual mandatory review of the various government oversight agencies such as the

Commission on Audit, Civil Service Commission and the Department of Budget and

Management.

In November 2006, some of the LCWD facilities were destroyed by Typhoon

Reming resulting to significant reduction of spring flows. Hence, in March 2007, the

LCWD ventured into a 25-year bulk water supply contract with Philippine Hydro Inc.,

now owned by Maynilad Inc. to ensure reliability of supply and improve water pressure

in its distribution network in order to keep up with the increasing water demands of a

first class city.

At present, LCWD draws the bulk of its water supply from PhilHydro. To augment

said supply, it continues to operate its own water sources located mostly in the northern

barangays of Legazpi City. It is serving 53 out of the 70 barangays in the City of Legazpi

with a population of more than 200,000. In these served barangays, LCWD is directly

supplying the water requirements of more than 23,000 households and establishments

through individual water connections.

iv

VISION, MISSION, CORE VALUES AND QUALITY POLICY/OBJECTIVES

Vision

Highly valued water utility in the country

Mission

We commit to provide safe, reliable, affordable, and sustainable water services while

promoting customer service excellence, employee development, and environmental

preservation

Core Values

exCellence – we deliver what we promise and add value that goes beyond what is expected

Respect – we value the inherent worth of every individual and give due regard to elders and

those in authority

intEgrity – we hold ourselves to the highest level of honesty, ethics, and moral standards.

goDliness – we exist for the purpose of glorifying God in everything we do

teamwOrk – we believe that succeeding as one organization is as important as

succeeding independently

Quality Policy

LCWD is committed to deliver reliable and affordable water services compliant with regulatory and statutory requirements which fully meet customer needs and with due regard to sustainable growth and continuous improvement.”

Quality Objectives

Ensure the continued development, implementation and maintenance of the quality management system and to continually seek improvements in the effectiveness of the said system

Report results accurately and clearly in a timely manner; to seek improvements in the service provided to clients; continually review the quality and reliability of services offered to clients and meet the needs of the industry and customer requirements

Ensure facilities and equipment are fit for purpose, properly maintained, calibrated and compliant with recognized standards; and pursue improvements in facilities and methodology used

Use internal audits and other checks to ensure that quality management system remains to be compliant with requirements; ensure that problems are investigated promptly, the root cause is established and appropriate action is taken to prevent a recurrence

Seek to improve internal and external communication to ensure that information is quickly made available to those who need it

Monitor compliance of contractors and suppliers to recognized standards to ensure that delivery of quality service is not jeopardized

v

PERFORMANCE PLEDGE

We, the officials and employees of the Legazpi City Water District, pledge to carry out our

mandate to provide the public with Wholehearted, Accurate, Timely, Efficient and Reliable

service. We commit to act on every service request, complaint, suggestion and comment

through our Customer Service Counter available from Monday to Friday from 7:30AM to

5:00PM and on all urgent concerns through our On-call Skeleton Force available 24/7.

FEEDBACK AND REDRESS MECHANISMS

Please let us know how we have served you:

Accomplish our Feedback Form available at the Customer Service Counter and put it

in the drop box provided for the purpose.

Send your feedback thru email at [email protected] or

[email protected]

Follow and send us a message at our Facebook page @legazpicity.waterdistrict

Call us at (052)742-3691 to 93 local 203

Send a fax at (052)742-3691 to 93 local 205

Talk to our OFFICER OF THE DAY

Text Services

For bill inquiries, type:

BILL <Account Number>

For water leaks, type:

LEAK <Message >

For illegal connection reports, type:

ILLEGAL <Message >

For complaints/suggestions, type:

CONCERN <Message >

and send to: 0917-5721347 (Globe)

0908-2695144 (Smart)

Legazpi City Water District | Citizen’s Charter 1

LIST OF FRONTLINE SERVICES

TYPE OF FRONTLINE SERVICE (According to Most Availed)

FEES FORMS

PROCESSING TIME

(Under normal circumstances)

PERSON IN-CHARGE

1 Collection of Payment -- Statement of

Account 5 minutes

Cashier/Cashiering Assistant

2 Promissory Note -- Promissory Note 10 minutes Utilities/Customer Services Assistant

3 Inspection P200.00 Inspection and

Assessment Form 45 minutes

Water/Sewerage Maintenance Man

4 Reconnection (Lockwing/Magnetic Lock)

P250.00 Partial pay

SR-Reconnection 45 minutes Water/Sewerage

Maintenance Man

5 Reconnection (Serviceline/Mainline)

Serviceline: P250-Full

P400-Partial Mainline: P500-Full

P700-Partial

SR-Reconnection 200 minutes Water/Sewerage

Maintenance Man

6 New Connection P1,500.00 Regs. Fee

Service Application and Construction

Order 330 minutes


7 Reclassification -- Reclassification

Form 35 minutes

Utilities/Customer Services Assistant

8 Application for Senior Citizen’s Discount

-- Application for Senior Citizen’s Discount Form

10 minutes Utilities/Customer Services Assistant

9 Issuance of Bid Documents

Based on the ABC

Purchase of Bidding Documents Form

Printed Copy 55 minutes

Electronic copy 45minutes

BAC Secretariat

10 Transfer of Tapping P500.00

Tapping Fee SR-Transfer of

Tapping 320 minutes


11 Change of Registration P150.00 MOA 60 minutes Utilities/Customer Services Assistant

12 Service Closure -- Application for Service Closure

175 minutes Water/Sewerage

Maintenance Man

13 Meter Relocation -- SR-Meter Relocation 160 minutes Water/Sewerage

Maintenance Man

14 Sales of Materials/Supplies

-- Purchase of

Materials/Supplies Form

35 minutes Supply Officer

15 Request for Refund P100.00 Refund

Authorization Form 25 minutes


16 Change of Size -- SR-Change of Size 200 minutes Water/Sewerage

Maintenance Man

17 Rental of Equipment -- Equipment Rental

Application and Agreement Form

35 minutes General Services

Officer

Note: Fees are exclusive of the cost of labor, materials/fittings and securing of permits.


OUR FRONTLINE SERVICES

Page

Application for Inspection 3

Application for New Connection 4

Application for Reconnection

Disconnected at Lockwing/Magnetic Lock/Pull-Out 6

Disconnected at Service/Mainline 7

Request for Transfer of Tapping 9

Request for Water Meter Relocation 10

Request for Change of Size 11

Request for Reclassification 12

Application for Change of Registration 13

Request for Other Service 14

Request for Service Closure 15

Application for Promissory Note 16

Claims of Refund/Guarantee Deposit 17

Application for Senior Citizen’s Discount 18

Collection of Payment 19

Sale of Materials and Supplies 20

Rental of Equipment 22

Issuance of Bidding Documents 23


APPLICATION FOR INSPECTION

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Residents and establishments in Legazpi City, presently served by LCWD, who wants to apply for:

a) a new service connection b) reconnection of their accounts disconnected at mainline for more than a year c) transfer of tapping d) change of size

What are the Requirements: Duly accomplished Inspection and Assessment Form Duration: 45 minutes How to Avail of the Service:

Step Applicant/Client Service Provider Duration of Activity

Person in Charge Fees Form

1

Request for Inspection and Assessment Form at the Customer Service Counter Fill-up the Inspection and Assessment Form Indicate the type of inspection if NC, RC, TOT or Change Size Sketch the location of the area to be inspected at the back of the form

Assist the Client in accomplishing the Inspection and Assessment Form (IAF)

5 minutes


IAF

2 Pay the inspection fee to the Cashier

Process payment and issue Official Receipt (OR)

5 minutes Cashiering Assistant/

Cashier P200.00

Official Receipt

3 Present the OR and IAF at the Customer Service Counter

Check the OR Record the IAF in the Inspection Logbook Forward the IAF to the Construction and Maintenance Division


IAF, OR

4 Wait for the conduct of inspection

Schedule the date of inspection

1-2 working days (waiting period)

Senior Water/Sewerage

Maintenance Man

Conduct the inspection and accomplish the IAF

30 minutes Senior


IAF

Return the duly accomplished IAF to the Construction and Maintenance Division for posting/updating

3 minutes Supervising Data

Encoder/Controller IAF

END OF TRANSACTION


APPLICATION FOR NEW CONNECTION

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break

Who May Avail of the Service: Residents and establishments in Legazpi City, presently served by LCWD, who wants to apply for a new service connection

What are the Requirements: 1. Duly accomplished Inspection and Assessment Form 2. Photocopy of Proof of Billing (i.e. electric bill, phone bill, credit card bill) or Photocopy of Proof of Ownership (i.e. land title, deed of sale, brgy. certification) 3. Photocopy of Community Tax Certificate 4. One (1) copy of 2 x 2 latest picture 5. Original copy of Excavation Permit (from DPWH, CEO or Barangay), if necessary 6. One (1) copy of Building Permit, if necessary 7. If tenant, Authorization Letter from the land/building owner Duration: 330 minutes

How to Avail of the Service:



1 Inquire about the status of inspection at the Customer Service Counter

Inform the Client about the status of inspection and ask for the requirements

3 minutes


Inspection and

Assessment Form

2 Submit the requirements Check completeness of requirements


3 Wait for the processing of new connection

Prepare the following: a) Clearance and

Verification Sheet; b) Billing

Memorandum; c) Memorandum of

Agreement on water supply service; and

d) Service Application and Construction Order


Regs. Fee:

P1,500

CVS, BM, MOA, SACO

4

Have the forms in Step No. 3 approved by the Customer Services Division Manager

Listen to orientation of district policies as stated in the MOA

Check and approve documents in Step No. 3 Orient the Client about district policies as stated in the MOA

10 minutes CSD Manager CVS, BM,

MOA, SACO

5 Pay the assessment to the Cashier



Cashier As billed OR

6 Bring the OR, CVS, BM, MOA and SACO at the Customer Service Counter

Check the OR and Issue a copy of the BM, MOA to the Client

Forward the IAF, BM, and SACO to the Construction and Maintenance Division


OR, CVS, BM, MOA, SACO




7 Wait for the installation of service connection

Schedule the date of installation


Senior Water/Sewerage

Maintenance Man

Conduct installation of service and accomplish the SACO

280 minutes Senior


SACO

8

Acknowledge and sign the SACO upon completion of service

Return the duly accomplished SACO to the Construction and Maintenance Division for posting/updating

3 minutes

Supervising Data

Encoder/Controller

SACO

END OF TRANSACTION

Note: If excavation permit is required in Step No. 2, processing of application cannot proceed until said permit is submitted. Guarantee deposits shall be required from applicants of commercial connections under lease contract. The duration of activity in Step No. 7 is set under normal circumstances hence, could be extended for complicated tasks. EXCAVATION PERMIT FEES:

Type of Structure/Excavation Per sq. m. or fraction thereof

Concrete Pavement P450.00 Concrete Sidewalk P330.00 Macadam Pavement P295.00 Asphalt Pavement P330.00 SCHEDULE OF GUARANTEE DEPOSITS FOR COMMERCIAL CLASS:

Type of Commercial Guarantee Deposit

Full Commercial (2.00) ½” P2,250.00 ¾” P2,700.00 1” P3,500.00 1½” – 2” P4,000.00

Commercial A (1.75) ½” P1,500.00 ¾” P1,800.00 1” P2,400.00 1½” – 2” P3,000.00 Commercial B (1.50) ½” P1,300.00 ¾” P1,500.00 1” P2,000.00 1½” – 2” P2,300.00 Commercial C (1.25) ½” P1,000.00 ¾” P1,300.00 1” P1,500.00 1½” – 2” P1,800.00


APPLICATION FOR RECONNECTION (DISCONNECTED AT LOCKWING, MAGNETIC LOCK OR PULL-OUT WM)

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers disconnected at lockwing, magnetic lock or pull-out water meter What are the Requirements: Payment of arrears and other charges, if there are any Duration: 45 minutes How to Avail of the Service:



1 Request for reconnection at the Customer Service Counter

Assist the Client and check the balances of the account If full payment, prepare Service Request-Reconnection If partial payment, prepare Billing Memorandum and Service Request-Reconnection


P150.00 If full

payment

P250.00 If partial payment

BM, SR-RC

2 Have the BM and SR-RC approved by the Customer Services Division Manager

Check and approve the BM, SR-RC

2 minutes CSD Manager BM, SR-RC


Process payment and issue Official Receipt



4 Bring the OR, BM, SR-RC at the Customer Service Counter

Check the OR Issue a copy of the BM to the Client Forward the SR-RC to the Construction and Maintenance Division


OR, BM,

SR-RC

5 Wait for the reconnection of service

Schedule the date of reconnection

½ to 1 working day

(waiting period)


Reconnect service depending on the type of disconnection Have the SR-RC signed by the Client


Maintenance Man SR-RC

6

Acknowledge and sign the SR-RC upon completion of service

Return the duly accomplished SR-RC to the Construction and Maintenance Division for posting/updating

2 minutes

Supervising Data

Encoder/Controller

SR-RC

END OF TRANSACTION


APPLICATION FOR RECONNECTION (DISCONNECTED AT SERVICELINE OR MAINLINE)

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers disconnected at service line or mainline What are the Requirements: 1. Duly accomplished Inspection and Assessment Form 2. If tenant, authorization letter from the land/building owner 3. If property is transferred or acquired, photocopy of proof of transfer or acquisition (i.e. deed of sale, transfer of rights) 4. Original copy of Excavation Permit (from DPWH, CEO or Barangay), if necessary Duration: 200 minutes How to Avail of the Service:





3 minutes


Inspection and

Assessment Form



3 Wait for the processing of reconnection



Memorandum; c) MOA on water

supply service (for new tenants or owners); and

d) Service Request-Reconnection


See reconn.

fees below

CVS, BM, MOA, SR-RC

4

Have the forms in Step No. 3 approved by the Customer Services Division Manager Listen to orientation of district policies as stated in the MOA


10 minutes CSD Manager BM, MOA,

SR-RC





6 Bring the OR, BM, MOA, SR-RC at the Customer Service Counter

Check the OR Issue a copy of the BM and MOA to the Client Forward the SR-RC to the Construction and Maintenance Division


OR, BM, MOA,

SR-RC

7 Wait for the reconnection of service

Schedule the date of reconnection






Reconnect service depending on the type of disconnection Have the SR-RC signed by the Client


Maintenance Man SR-RC

8

Acknowledge and sign the SR-RC upon completion of service

Return the duly accomplished IAF to the Construction and Maintenance Division for posting/updating

2 minutes

Supervising Data

Encoder/Controller

SR-RC

END OF TRANSACTION

Note: If excavation permit is required in Step No. 2, processing of application cannot proceed until said permit is submitted. Guarantee deposits shall be required from applicants of commercial connections under lease contract. The duration of activity in Step No. 7 is set under normal circumstances hence, could be extended for complicated tasks. RECONNECTION FEES:

Disconnections at Lockwing/Magnetic Lock/Pull-Out Full payment of arrears P150.00 Partial payment of arrears P250.00 Disconnections at Service Line Full payment of arrears P250.00 Partial payment of arrears P400.00 Disconnections at Mainline Full payment of arrears P500.00 Partial payment of arrears P700.00


REQUEST FOR TRANSFER OF TAPPING

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers experiencing no water or low pressure with their current tapping What are the Requirements: 1. Duly accomplished Inspection and Assessment Form 2. Original copy of Excavation Permit (from DPWH, CEO or Barangay), if necessary Duration: 320 minutes How to Avail of the Service:





3 minutes


Inspection and

Assessment Form



3 Wait for the processing of transfer of tapping

Prepare the following: a) Service Request; b) Billing

Memorandum; c) MO for Disco. At ML


Tapping Fee:

P500.00

SR-TOT, BM, MO-Disco at

ML

4


Check and approve documents in Step No. 3

3 minutes CSD Manager SR-TOT, BM, MO-Disco at

ML





6 Bring the OR, BM, MO and SR-TOT at the Customer Service Counter

Check the OR and give a copy of the BM to the Client Forward the SR-TOT to the Construction and Maintenance Division


OR, BM, MO-Disco at ML,

SR-TOT

7 Wait for the transfer of tapping

Schedule the date of transfer of tapping



Transfer the tapping of service connection Have the SR-TOT signed by the Client


Maintenance Man SR-TOT

8

Acknowledge and sign the SR-TOT upon completion of service

Return the duly accomplished SR-TOT to the Construction and Maintenance Division for posting/updating

2 minutes

Supervising Data

Encoder/Controller

SR-TOT

END OF TRANSACTION

Note: If excavation permit is required in Step No. 2, processing of application cannot proceed until said permit is submitted. The duration of activity in Step No. 7 is set under normal circumstances hence, could be extended for complicated tasks. .


REQUEST FOR WATER METER RELOCATION

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers who want their meters to be relocated under valid reason(s) What are the Requirements: Consumer-signed service request (SR) for meter relocation Duration: 160 minutes How to Avail of the Service:



1 Request for meter relocation at the Customer Service Counter

Assist the Client Prepare the Service Request for Meter Relocation (SR-MR)


SR-MR

2 Have the SR-MR approved by the Customer Services Division Manager

Check and approve the SR-MR

2 minutes CSD Manager SR-MR

3 Wait for the relocation of the water meter

Schedule the date of relocation



Relocate the water meter Have the SR-MR signed by the Client List down in the SR-MR the fittings/materials used and the corresponding labor charge for the service


Maintenance Man SR-MR

4

Acknowledge and sign the SR-MR upon completion of service

Return the duly accomplished SR-MR to the Construction and Maintenance Division for posting/updating

3 minutes

Supervising Data

Encoder/Controller

SR-MR

END OF TRANSACTION


REQUEST FOR CHANGE OF SIZE

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers who want to change the size of their service connection under valid reason(s) What are the Requirements: 1. Duly accomplished Inspection and Assessment Form 2. Original copy of Excavation Permit (from DPWH, CEO or Barangay), if necessary Duration: 200 minutes How to Avail of the Service:




Inform the Client about the status of inspection and ask for the excavation permit, if required in the IAF

3 minutes


Inspection and

Assessment Form (IAF)

2 Submit excavation permit Check excavation permit


3 Wait for the processing of change of size

Prepare the following: a) Service Request –

Change Size; b) Billing

Memorandum


SR-CS, BM

4


Check and approve documents in Step No. 3

3 minutes CSD Manager SR-CS, BM




Cashier As billed

Official Receipt

6 Bring the OR, BM, SR-CS at the Customer Service Counter

Check the OR Issue a copy of the BM to the Client Forward the SR-CS to the Construction and Maintenance Division


OR, BM, SR-

CS,

7 Wait for the connection’s size to be changed

Schedule the date of change of size



Change the size of the service connection Have the SR-CS signed by the Client


Maintenance Man SR-CS

8

Acknowledge and sign the SR-CS upon completion of service

Return the duly accomplished SR-CS to the Construction and Maintenance Division for posting/updating

2 minutes

Supervising Data

Encoder/Controller

SR-CS

END OF TRANSACTION


REQUEST FOR RECLASSIFICATION

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Commercial or industrial account converted into residential unit Commercial or residential account converted into government office Residential accounts being using for business Completion of construction works for Residential units currently classified as Commercial accounts (due to ongoing construction) What are the Requirements: Consumer-signed reclassification form Duration: 35 minutes How to Avail of the Service:



1

Request for the reclassification of your account at the Customer Service Counter

Assist the Client and prepare the Reclassification Form (RF) Forward the form to the Investigation Section


RF

2 Wait for the site inspection Schedule date of inspection

1 day (waiting period)

Head, Investigation Section

Conduct site inspection Accomplish the Reclassification Form Forward the form to the CAD Manager

25 minutes Utilities/Customer

Services Officer RF

3 Wait for the new classification to take effect

Assign and approve the new classification Forward the form to the Billing Section for posting/updating

5 minutes CSD Manager RF

Posting of the new classification

2 minutes

Supervising Data

Encoder/Controller

RF

END OF TRANSACTION


APPLICATION FOR CHANGE OF REGISTRATION

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers with acquired, inherited or leased property Legal spouse or children of a deceased consumer What are the Requirements: 1. Photocopy of proof of ownership (i.e. deed of sale, transfer of rights, lease contract, deed of donation) 2. If tenant, authorization letter from the land, house or building owner 2. If spouse or children of a deceased consumers, death certificate of said consumer 3. Photocopy of Community Tax Certificate 4. One (1) copy 2 x 2 latest picture Duration: 60 minutes How to Avail of the Service:



1 Request for change of registration at the Customer Service Counter

Assist the Client and ask for the requirements


2 Submit the requirements Check completeness of the requirements


3 Wait for the processing of application



Memorandum c) Memorandum of

Agreement


P150.00 CVS, BM,

MOA

4

Have the forms in Step No. 3 approved by the Customer Services Division Manager Listen to orientation of district policies as stated in the MOA


10 minutes CSD Manager CVS, BM,

MOA



5 minutes

Cashiering Assistant/

Cashier

As billed

OR

6 Bring the OR, CVS, BM and MOA at the Customer Service Counter

Check the OR

Issue a copy of the BM to the Client Forward the form to the Billing Section for record posting and updating

2 minutes


OR, CVS, BM, MOA

Posting of the new registration

3 minutes Supervising Data

Encoder/Controller

CVS, BM, MOA

END OF TRANSACTION


REQUEST FOR OTHER SERVICE

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Residents and establishments in Legazpi City, presently served by LCWD What are the Requirements: Excavation Permit (from DPWH, CEO or Barangay), if necessary Duration: 10 minutes processing time + actual service time (actual service time may vary depending on the type of service) 1-2 days waiting time for more complex services How to Avail of the Service:



1 Request for other service at the Customer Service Counter

Assist the Client Prepare the Service Request (SR) or Maintenance Order (MO) for the service requested, whichever is applicable


SR/MO

2 Have the SR or MO approved by the CSD Manager

Check and approve the SR or MO

Forward the SR or MO to the Construction and Maintenance Division

2 minutes CSD Manager SR/MO

3 Wait for the service to be rendered

Accomplish the SR or MO

Have the SR or MO signed by the Client

List down in the SR, MO the fittings/materials used and the corresponding labor charge for the service

See the list of other services

below and their

respective time

duration in minutes

Water/Sewerage Maintenance Man,

or


SR/MO

4

Acknowledge and sign the SR or MO upon completion of service

Return the duly accomplished SR/MO to the Construction and Maintenance Division for posting/updating

3 minutes

Supervising Data

Encoder/Controller

SR/MO

END OF TRANSACTION

LIST OF OTHER SERVICES AND THEIR DURATION: A. Request for service to be performed by Water/Sewerage Maintenance Man: No Water - 30 mins. Mainline Leak Repair - 480 mins. *Service Line Leak Repair - 90 mins. Quality Problem - 30 mins. On-site Volumetric - 45 mins. *Stolen Water Meter - 90 mins. Low Pressure - 30 mins. Calibration of Water Meter - 60 mins. *Service Line Relocation - 90 mins. Conduct Flushing - 60 mins. *Water Meter Replacement - 90 mins. *Fittings Replacement - 90 mins. Distribution Line Leak Repair - 480 mins. *Water Meter Elevation - 90 mins. *Detached Water Meter - 90 mins.

B. Request for service to be performed by Utilities/Customer Services Assistant: Water Meter Check-up - 30 mins. High Billing Investigation - 30 mins. Special Reading - 30 mins. *Service request with charges on labor and materials/fittings used. Note: The duration specified herein is under normal circumstances. It could be extended for complicated tasks.


REQUEST FOR SERVICE CLOSURE

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers of LCWD in active status What are the Requirements: 1. If tenant, authorization letter and valid ID from the land, house or building owner consenting to said service closure 2. If third party, authorization letter and valid ID from the account owner consenting to said service closure 3. If spouse or children of a deceased account owner, death certificate of said consumer Duration: 175 minutes How to Avail of the Service:



1

Request for an Application for Service Closure Form at the Customer Service Counter Fill-up the Application for Service Closure Form

Assist the Client in filling out the ASC Form Check if the account is fully settled . If fully settled, prepare the MO for disconnection as stated in Step No. 3 Inform the Client of any unsettled accounts


ASC

2 Pay the unpaid accounts to the Cashier, if there’s any


5 minutes Cashiering

Assistant/Cashier As billed OR

3 Present the OR at the Customer Service Counter

Check the OR Prepare the Maintenance Order (MO) for disconnection Have the MO signed by the Client


MOD

4 Have the MO for disconnection approved by the CSD Manager

Check and approve the MO for disconnection Forward the MO for disconnection to the Construction and Maintenance Division

2 minutes CSD Manager MOD

5 Wait for the disconnection of service

Schedule the date of service closure

1 working day

(waiting period)


Conduct service closure/disconnection at mainline


Maintenance Man MOD

Return the duly accomplished MOD to the Construction and Maintenance Division for posting/updating

3 minutes

Supervising Data

Encoder/Controller

MOD

END OF TRANSACTION


APPLICATION FOR PROMISSORY NOTE

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers who are in-arrears for 2 to 3 months What are the Requirements: Consumer-signed promissory note Duration: 10 minutes How to Avail of the Service:



1 Request for a Promissory Note (PN) at the Customer Service Counter

Prepare the Promissory Note (PN) Display the AR and OC Ledger of the Client Check that the amount for promissory note and the date due is correctly indicated in the PN


PN

2 Have the PN approved by the CSD or CAD Manager

Re-check the correctness of the PN Approve the PN and provide the Client with a copy of the PN

5 minutes CSD Manager or

CAD Manager PN

END OF TRANSACTION Note: Promissory notes have a maximum validity of 7 working days from the date of approval.


CLAIMS FOR REFUND/GUARANTEE DEPOSIT

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers of LCWD with valid claims of refund What are the Requirements: Official receipts due for refund Duration: 25 minutes How to Avail of the Service:



1

Present the Official Receipt (OR) at the Customer Service Counter for the request of refund

Check the OR Prepare the Refund Authorization Form (RAF)


OR, RAF

2

For non-guarantee deposit refunds, pay the refund processing fee to the Cashier For guarantee deposit refunds, pay the excess amount to the Cashier after deducting the guarantee deposit, if there’s any,



Assistant/Cashier

Refund Fee is

P100.00 OR, RAF

3 Present OR at the Customer Service Counter

Check the OR Have the RAF signed by the CAD Manager Forward the RAF to Cash and Budget Management Division

5 minutes


CAD Manager

OR, RAF

4 Return to LCWD after 1-2 working days

Verify the amount for refund Prepare the Disbursement Voucher and Check

1 working day

(waiting period)

Accounting Processor

RAF, DV

5 Claim the refund at the LCWD Cashier

Release the check Have the DV signed by the Client as proof of receipt of the refund


Assistant/Cashier RAF, DV

END OF TRANSACTION


APPLICATION FOR SENIOR CITIZEN’S DISCOUNT

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Filipino senior citizens with residential accounts registered for a period of at least 1 year, subject to exceptions What are the Requirements: Senior citizens ID or any government-issued ID Duration: 10 minutes How to Avail of the Service:



1

Present the Senior Citizen’s ID or any government-issued ID (with birthdate)

Request for an Application for Senior Citizen’s Discount Form

Check the information if the Client is qualified to avail the discount


Application for Senior Citizen’s

Discount Form

2

Fill-up the Application for Senior Citizen’s Discount Form

Assist the Client in accomplishing the Application for Senior Citizen’s Discount Form



Discount Form

3

Have the Application for Senior Citizen’s Discount Form approved by the Utilities/Customer Service Officer

Check and approve the application

2 minutes Utilities/Customer

Service Officer


Discount Form

END OF TRANSACTION


COLLECTION OF PAYMENT

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Consumers paying their statement of account What are the Requirements: 1. For full payment, statement of account 2. For partial payment, payment endorsement slip 3. For payment with withholding tax, endorsement slip and duly accomplished BIR Form No. 2307 4. If senior citizen, statement of account along with senior citizen’s ID or any government-issued ID 5. If representative of the senior citizen, authorization letter along with the senior citizen’s ID or any government-issued ID Duration: Full payment with or without water bill : 5 minutes Partial payment with endorsement : 10 minutes Water bill payment with withholding tax : 10 minutes How to Avail of the Service:



1 Get a priority number from the Guard on Duty

Issue priority number to the Client

1 minute Guard on Duty Priority Number

2 For full payment with SOA, Proceed to Step No. 3.

Statement of

Account (SOA)

For partial payment, staggered payment and/or senior citizen’s payment with or without SOA, request for payment endorsement at the Customer Service Counter

Ask for a valid ID, if senior citizen Check the due for staggered, if under staggered payment Prepare the payment endorsement


Payment

Endorsement Slip

For payments with withholding tax, request for payment endorsement and submit BIR Form No. 2307 at the Customer Service Counter

Check the BIR Form No. 2307 Prepare the payment endorsement

5 minutes


Payment

Endorsement Slip

3

Pay the total amount due to the Cashier (If senior citizen, present Senior Citizen ID or any government-issued ID)




END OF TRANSACTION


SALE OF MATERIALS AND SUPPLIES

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Other water districts/general public What are the Requirements: Duly accomplished Purchase of Materials/Supplies Form Duration: 35 minutes How to Avail of the Service:



1

Fill-up the Purchase of Materials/Supplies Form at the General Services Division

Assist the Client in accomplishing Purchase of Materials/Supplies Form

Check the availability of stocks

Have the Purchase of Materials/Supplies Form approved by the CAMD and GSD Managers

Endorse the approved Purchase of Materials/ Supplies Form to the Property/Supply Assistant

12 minutes Property/Supply

Officer

Purchase of Materials/

Supplies Form

2 Wait for the preparation of the Billing Memorandum

Prepare the Billing Memorandum (BM)

Have the BM approved by the GSD and ASD Managers


Assistant BM

3 Pay the amount of the materials/supplies to the Cashier




4 Present the OR and BM to the Property/Supply Officer

Check the OR and BM

Prepare the Store Requisition Slip (SRS) and have it approved by the GSD Manager

Issue the materials/ supplies and give a copy of the BM and OR to the Client

Have the SRS signed by the Client as receipt of the materials/supplies


Officer SRS




5 Receive the materials and present SRS to the guard on duty

Check the SRS before allowing the Client to take the materials outside the LCWD premises

3 minutes Guard on Duty SRS

END OF TRANSACTION

CAMD – Construction and Maintenance Division ASD – Administrative Services Department GSD – General Services Division


RENTAL OF EQUIPMENT

Schedule of Availability of Service: Monday to Friday 7:30 am to 5:00 pm without noon break Who May Avail of the Service: Other water districts/general public What are the Requirements: 1. Duly accomplished Equipment Rental Application and Agreement (2 Copies) 2. If representative, Authorization Letter from the Head of Government/Private Office Duration: 35 minutes How to Avail of the Service:



1

Fill-up the Equipment Rental Application and Agreement Form (ERAA) at the General Services Division

Assist the Client in accomplishing the ERAA

Check the availability of the equipment

Have the Purchase of ERAA approved by the EOD and ASD Managers

Endorse the approved ERAA to the Property/Supply Assistant

12 minutes

Property/Supply Officer

ERAA

2 Wait for the preparation of Billing Memo-Sundries (BMS)

Prepare the Billing Memo-Sundries (BMS)

Have the BMS approved by the GSD and ASD Managers


Assistant

BMS

3 Present the BMS to the Cashier and pay the rental fee




4 Present the OR, BMS and ERAA to the Property/Supply Officer

Release the rented equipment

Give a copy of the BMS, OR and ERAA to the Client

Have the BMS signed by the Client as receipt of the equipment


Officer

BMS

5 Receive the rented equipment and present the BMS to the guard on duty

Check the BMS before allowing the Client to take the rented equipment outside the LCWD premises

3 minutes Guard on Duty BMS

END OF TRANSACTION

EOD – Engineering and Operations Department ASD – Administrative Services Department GSD – General Services Division


ISSUANCE OF BIDDING DOCUMENTS (PUBLIC/COMPETITIVE BIDDING)

Schedule of Availability of Service: Monday to Friday* 8:00 am to 5:00 pm without noon break* Who May Avail of the Service: Prospective bidders (suppliers/contractors/consultants) registered with PhilGEPS What are the Requirements: Duly accomplished Purchase of Bidding Documents Form Duration: Issuance of Bidding Documents (printed copy) - 55 minutes Issuance of Bidding Documents (electronic copy) - 45 minutes How to Avail of the Service:



1

View any of the following for bid opportunities:

PhilGEPS website

LCWD website www.legazpicitywater.gov.ph

LCWD bulletin board

Newspaper, if applicable

2 Fill out the Purchase of Bidding Documents Form at the BAC Secretariat

Assist the Client in accomplishing the Purchase of Bidding Documents Form Endorse the Client to the Administrative Services Assistant for the processing of Billing Memo-Sundries (BMS)

5 minutes BAC Secretariat Purchase of

Bidding Documents

3 Wait for the processing of the BMS

Prepare the Billing Memo-Sundries

5 minutes Administrative

Services Assistant BMS

4

For Cash Payment - Present the BMS and pay the total fee to the Cashier For Payment through Bank Deposit- Present the BMS and copy of the Bank Deposit Slip to the Cashier

Process the payment and issue Official Receipt (OR)


Assistant/Cashier

Based on the

ABC OR

5

Present the OR and BMS to the BAC Secretariat for issuance of Bidding Documents

For printed copy, Check the OR and issue the printed Bidding Documents and a copy of the BMS to the Client

40 minutes BAC Secretariat

For electronic copy, Check the OR and give a copy of the BMS to the Client and send via email the Bidding Documents

30 minutes BAC Secretariat OR, BMS

END OF TRANSACTION

*Subject to the schedule indicated in the Bidding Documents and/or Invitation to Bid (for procurement of Goods, Infrastructure Projects, and Sale of Unserviceable Properties) and Request for Expression of Interest (for procurement of Consulting Services)


STANDARD FORMS

Page

Form 1 - Commendation 25

Form 2 - Request for Assistance 25

Form 3 - Complaint 26

Form 4 - Recommendation 26

Inspection and Assessment Form 27

Service Application and Construction Order 28

Application for Senior Citizen’s Discount 28

Payment Endorsement Slip 28

Service Request Form 29

Maintenance Order Form 29

Statement of Account 30

Promissory Note 31

Application for Service Closure 32

Request for Excavation Permit 32

Billing Memorandum 33

Clearance and Verification Sheet 34

Refund Authorization Form 35

Application for Staggered Payment 36

Official Receipt 36

Billing Memo-Sundries 37

Purchase of Materials/Supplies 38

Purchase of Bidding Documents Form 39

Equipment Rental Application and Agreement 40


Legazpi City Water District PAYMENT ENDORSEMENT SLIP

Account No. __________________ Z-___ Seq ______

Acct. Name ___________________________________

Water Bill(s) P ________________

Other Charges ________________

Less (Discounts, if applicable) ________________

TOTAL P________________ FRM-30 BES REV.0 LOC.:DCC


LCWD Logo Period Covered Account No. Zone/Book/Seq. Nos. Classification Name Address Meter No. Consumption Present Reading Previous Reading Total Bill Before Due Date Bill After Due Date Due Date Last Month Consumption

FRM-28 SOA REV.0 LOC.:DCC


Republic of the Philippines Legazpi City Water District Bitano, Legazpi City 4500, Philippines Tel. No. (052) 742-3691 to 93 Mobile No. 0917-594-9169 Email Address:[email protected] Website: www.legazpicitywater.gov.ph

APPLICATION FOR SERVICE CLOSURE Date: ____________________ Control No: _________

May I request for the disconnection of my service line connection located at _________________________________

effective ___________________________ due to the following reason(s):

1. ____________________________________________________________

2. ____________________________________________________________ It is hereby understood that I should settle all my accounts prior to the approval of this application and comply with the requirements of LCWD in accordance with its established policies and regulations.

_______________________________________ APPROVED: Signature Over Printed Name of Consumer _______________________________ Account No. _______________ Z __ Seq _____ Manager, Commercial Services Dept.

FRM-08 ASC REV.0 LOC.: DCC 1 OF 1


LEGAZPI CITY WATER DISTRICT Commercial Services Department

Bitano, Legazpi City

REFUND AUTHORIZATION FORM

Date : __________________________

Memo to : Finance Services Department

From : Commercial Services Department

Consumer : __________________________

Address : __________________________

Account No. : __________________________ ---------------------------------------------------------------------------------------------------------------------------------- Our record shows that amount of __________________________________________________ is due to above consumer as are fund for the following:

( ) Registration Fee

( ) Labor Charge, Material and Fittings

( ) Excess Fittings

( ) Others: ________________________________________________________________ Computation: Amount Received from Consumer : P________________ Less Processing Fee : _ _ . Total Amount to be Refund : P . Prepared by: Checked by: Approved: GREGORIO S. NUÑEZ RICHARD M. ATUN AVE FLORINDA A. BUBAN SDE - Controller OIC, Accounts Division Manager, Comm. Services Dept.

Refund Authorization No. _______________


Legazpi City Water District Bitano, Legazpi City

APPLICATION FOR STAGGERED PAYMENT (ASP)

Name: ___________________________________________________________________ Date Applied : _____________________________

Account No. ______________________________ Z-_____ Seq. ________________ Amount for SP: _____________________________

No. of Months _____ From: ____________________ To: ____________________ Monthly: ______________________ + Current Bill

Reason: ____ With In-house leak ____ Violation of PD198/RA 8041 ____ Restructure ____ Promo

____ Others, pls specify _________________________________________________________________________________________________ I commit to fulfill the above-cited conditions as failure to do so will result in applicable penalties and/or disconnection of service. Conforme: Checked by: Approved:

____________________________________ _____________________________________ ______________________________________ Signature of Applicant Head, Billing Section Manager, Customer Accounts Div. FRM-29 ASP REV.1 (022017) LOC.:DCC 1 of 1


LIST OF ACCREDITED PAYMENT CENTERS

ECPay Partners Branch Name Branch Address

JAT-Central Holding (Tambunting) A042 Embarcadero Embarcadero, Legazpi City

Metro Gaizano S4MetroLegazpi Landco Business Park, Legazpi City

RD Pawnshop RL4-A01-Legazpi 1 Quezon Avenue, Legazpi City

RD Pawnshop RL4-A01-Legazpi 2 F. Imperial St., Legazpi City

RD Pawnshop RL4-A01-Legazpi 3 Circumferential Road, Capantawan, Legazpi City

Top Up Mobile Fone Enterprise Smart ASD Tabaco DOSC Building, Quezon Ave., Legazpi City

Republic Pawnshop Corp. Henry Lhuillier-Legazpi Lapu-Lapu cor. Rizal Sts., Legazpi City

Tabaco Royal Airline Booking Tabaco Royal-Rizal EQA Bldg., Rizal St., Legazpi City

Tabaco Royal Airline Booking Tabaco Royal-Yashano GF Yashano Mall, Bitano, Legazpi City

Philippine Seven Corporation 711Legazpi V&O Bldg., Lapu-Lapu St., Legazpi City

Philippine Seven Corporation 711Legazpi2 1106 Rizal St., Em’s Barrio, Legazpi City

Philippine Seven Corporation 711Legazpi3 Magallanes cor. T. Alonzo Sts., Legazpi City

Philippine Seven Corporation 711Legazpi5 Imperial St., Bitano, Legazpi City

Philippine Seven Corporation 711CPIPeñaranda Peñaranda St., Legazpi City

Philippine Seven Corporation 711Legazpi4 Rawis, Legazpi City

Expresspay -- 0649 F. Imperial St., Sols Subd., Bitano, Legazpi City

Expresspay -- 2/F 101 Shopping Mall, F. Imperial St., Capantawan, Legazpi City

Expresspay -- Purok 2 Brgy. 58 Buragwis, Legazpi City

LCC-Ayala -- LCC Department Store, 4th Flr., Liberty City Center, Ayala Mall, Legazpi City

LCC-Main -- 4th Flr., Activity Center, LCC Legazpi

LCC-Daraga -- Market Area, Daraga, Albay


DIRECTORY

LCWD Telephone Nos. : (52) 742-3691 to 93

Office/Unit Local Nos. Contact Person

Office of the General Manager 306 Ma. Lourdes B. Bien

Administrative Services Department 104 Annelle K. Blanco

Commercial Services Department 101 Ave Florinda A. Buban

Finance Services Department 301 Shiela C. Allorde

Engineering and Operations Department 309 Barbie Vonetta I. Borromeo

Human Resource and Procurement Division 201 Ma. Myla C. Austero

General Services Division 107 Fabian V. Aguilar

Customer Services Division 204 Nenita S. Abache

Customer Accounts Division 102 Richard M. Atun

Accounting 103 Ma. Suzette A. Palattao

Cash/Budget Management Division 302 Aida E. Barcelona

Management Services Unit 303 Rochelle N. Pasibe

Procurement/Fax 205 Kristian Jude C. Bagnes

Public Information/Relations Office 306 Arnie P. Claveron

Supplies/Warehouse 106 Manny M. Aydalla

Property 107 Jonathan M. Ballon

Calibration/Motorpool 307 Jorge A. Sabdao

Cashier 302 Leticia C. Molo

Teller 304 Ann Margaret B. Barnuevo

Information/Customer Service 203 Shaira Antonietta O. Roldan

Investigation 203 Roslyn P. Atento

Billing 202 Karen M. Dantes

Construction, Repairs and Maintenance 308 Roselle B. Napili

COA Office 311 Resident Auditor

Canteen 310 Jaid Arenal

Guard House 312 Guard on Duty

Multi-Purpose Hall 105 Joseph B. Zamora

EMERGENCY NUMBERS

LEGAZPI CITY FIRE STATION 284-0427/09199925484/09178932416 LEGAZPI CITY POLICE STATION 235-0671/09373725662/09266256247 PUBLIC SAFETY OFFICE/CIVIL SECURITY UNIT 480-0168 HOSPITALS

BRTTH 483-0014 local 4300 AMEC 480-1475/09175014724 AQUINAS 480-7755 ALBAY DOCTORS 480-7838 ESTEVEZ 480-4021 local 6019 TANCHULING 820-2913

ALBAY POWER ELECTRIC COOPERATIVE (APEC) 481-1584