Tranparency Seal Citizen's Charter GAD Corner
Citizen's Charter
External Services Internal Services
APPLICATION FOR CHANGE OF ACCOUNT NAME
Change name request is granted to concessionaires who intend to have their registered name amended or modified. New owner of the house and lot or deceased registered owner are among the various reasons for the request.
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Simple Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
Concessionaires who have existing account with MWD
If applied by the registered person, just present valid ID with signature
Applicant / Representative
If applied by a representative (must be immediate family member of the registered owner), bring authorization letter from the registered owner, his/her valid ID with signature with xerox copy, representative`s valid ID to trace their relationship
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front Desk and request for change of name
1
Provide client with the checklist of requirements
None
1 Minute
Front Desk Officer (Commercial Section)
2
Submit requirements as stated above
2
Receive and review requirements and process request
None
3 Minutes
Front Desk Officer (Commercial Section)
2.1
Forward to Customer Service Assistant E for updating the records
None
2 Minutes
Front Desk Officer (Commercial Section)
APPLICATION FOR NEW SERVICE CONNECTION
New Service Connection is one of the frontline services offered by the Moncada Water District (MWD) to all residents of Moncada, Tarlac and San Manuel, Tarlac, who are interested/willing to apply for a water service connection of Moncada Water District. This service is open to residential (households), commercial (establishments / business), and government (office/agency)
Office / Division
Classification
Type of Transaction
Commercial Section/Front Desk
Simple Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
Households, Businesses and Government Offices within the municipality of Moncada, Tarlac; and San Manuel, Tarlac
Updated/Current Community Tax Certificate or Senior Citizen`s ID
Moncada/San Manuel LGU for the Community Tax Certificate; and Senior Citizen`s Office for the Senior Citizen`s ID
Recent photo
Applicant`s picture should be taken at the MWD Office
Application form
MWD Office
Official Receipt
MWD, Finance Section
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Present requirements to the Front Desk Officer
1
"Interview and orient client
None
5 Minutes
Front Desk Officer (Commercial Section)
2
Fill out the application form
2
Process application
None
5 Minutes
Front Desk Officer (Commercial Section)
3
Proceed to the cashier and pay registration fee and water maintenance fee
3
Accepts payment and issue official receipt
PHP 3,500.00
3 Minutes
Cashier (Finance Section)
TOTAL
PHP 3,500.00
13 Minutes
Inspection of the site and estimating of the materials needed for the new service applicant will follow and applicant will come back to the MWD office for the payment of the materials and cross road (boring) fee, if needed. Amount of materials varies from one applicant to another applicant depending on the size of water lines preferred by the applicant and location of the tapping line.
Application for Availment of Senior Citizen Discount
Moncada Water District adheres to Philippine Law such as REPUBLIC ACT NO. 9994 AN ACT GRANTING ADDITIONAL BENEFITS AND PRIVILEGES TO SENIOR CITIZENS, FURTHER AMENDING REPUBLIC ACT NO. 7432, AS AMENDED, OTHERWISE KNOWN AS `AN ACT TO MAXIMIZE THE CONSTRUCTION OF SENIOR CITIZENS TO NATION BUILDING, GRANT BENEFITS AND SPECIAL PREVILEGES AND FOR OTHER PURPOSES` the grant of a minimum of five percent (5%) discount relative to the monthly utilization of water and electricity supplied by the public utilities: Provided, That the individual meters for the foregoing utilities are registered in the name of the senior citizen residing therein: Provided, further, That the monthly consumption does not exceed one hundred kilowatt hours (100 kWh) of electricity and thirty cubic meters (30 m3 ) of water: Provided, furthermore, that the privilege is granted per household regardless of the number of senior citizens residing therein (https://www.officialgazette.gov.ph/2010/02/15/republic-act-no-9994/)
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Simple Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
Concessionaires who are senior citizens
If applied by the Senior Citizen:
Applicant / Representative
Valid Senior Citizen ID Card (1 photocopy)
If applied through Representative:
Valid Senior Citizen ID Card (1 photocopy) present the original ID at the office
Conditions for the Availment:
* Senior citizen must be a resident of the household
* Consumption should not exceed 30 cu.m
* Senior citizen can only avail the discount of one residential account
* Filled up Senior Citizen`s Discount form
Front Desk Officer (Commercial Section)
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front Desk officer and fill out the application form for Senior Citizen discount and attach requirements
1
Assess application form and requirements
None
5 Minutes
Front Desk Officer (Commercial Section)
1.1
Submit to General Manager for signature / approval
1.2
Submit to CSA-E for updating concessionaires` ledger
INSTALLATION OF NEW SERVICE CONNECTION
Installation of new water service connection is done by the Maintenance Section within three (3) to five (5) days after all the required fees are paid by the applicant.
Office / Division
Classification
Type of Transaction
Front Desk / Maintenance Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
Households, Businesses and Government Offices within the municipality of Moncada, Tarlac; and San Manuel, Tarlac
Filled up form of application for new service connection
MWD Office, Front Desk/Commercial Section
Official Receipt
MWD Office, Cashier C, Finance Section
Maintenance Job Order
MWD Office, Front Desk, Commercial Section
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front Desk Officer and ask for the breakdown of materials
1
Provide client with the amount of materials to be paid by the applicant
None
2 Minutes
Front Desk Officer Commercial Section
2
Pay the necessary amount to the cashier
2
Accepts payment and issue official receipt
Amount varies
3 Minutes
Cashier C (Finance Section)
3
Present Official Receipt (payment of materials) to the Front Desk Officer
3
Prepare Maintenance Job Order and let the applicant signed it
None
5 Minutes
Front Desk Officer (Commercial Section)
4
Pay the necessary amount of materials for new service connection
4
Issued official receipt
Amount varies
5 Minutes
Front Desk Officer (Commercial Section)
NOTE: Cross road connection fee for:
Municipal Road
PHP 1,800.00
1-2 Days
Provincial Road
PHP 2,800.00
1-2 Days
Barangay Road
PHP 1,800.00
1-2 Days
Highway / National Road
PHP 6,000.00
2-3 Days
"Plumbers (Maintenance Section)
Payment of Water Bill
Moncada Water District is the lone collecting center for all its concessionaires. Payment of water bills and other fees are transacted only within the office. Official receipts are issued for any monetary exchanges between the client and MWD.
Office / Division
Classification
Type of Transaction
Commercial Section
Simple Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All concessionaires of MWD
Notice of water bill
Notice of water bills were given to concessionaires right after the meter reading of the meter reader
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the teller and present notice of water bill and pay the amount due (in case notice of water bill cannot be presented, just inform the teller of the account information (account name and address)
1
Receives customer`s notice of water bill and issue corresponding official water bill receipts
Total amount due on water bill
2 Minutes
Customer Service Assistant / Administrative Services Aide Commercial Section
COMMODITY CHARGE
Classification
Size
0-10 cu.m.
11-20 cu.m.
21-30 cu.m.
31-40 cu.m.
41-50 cu.m.
50 up cu.m.
Residential / Government
1/2"
185.00
20.00
21.95
24.20
26.90
30.00
3/4"
296.00
20.00
21.95
24.20
26.90
30.00
1"
592.00
20.00
21.95
24.20
26.90
30.00
Commercial / Industrial
1/2"
370.00
40.00
43.90
48.40
53.80
60.00
3/4"
592.00
40.00
43.90
48.40
53.80
60.00
1"
1,184.00
40.00
43.90
48.40
53.80
60.00
Commercial A
1/2"
323.75
35.00
38.40
42.35
47.05
52.50
3/4"
518.00
35.00
38.40
42.35
47.05
52.50
1"
1,036.00
35.00
38.40
42.35
47.05
52.50
Commercial B
1/2"
277.50
30.00
32.90
36.30
40.35
45.00
3/4"
444.00
30.00
32.90
36.30
40.35
45.00
1"
888.00
30.00
32.90
36.30
40.35
45.00
Commercial C
1/2"
231.50
25.00
27.40
30.25
33.60
37.75
3/4"
370.00
25.00
27.40
30.25
33.60
37.75
1"
740.00
25.00
27.40
30.25
33.60
37.75
Bulk / Wholesale
1/2"
555.00
60.00
65.85
72.60
80.70
90.00
3/4"
888.00
60.00
65.85
72.60
80.70
90.00
1"
1,776.00
60.00
65.85
72.60
80.70
90.00
RECONNECTION OF WATER SERVICE
Reconnection of water service is provided to concessionaires who settle their unpaid water bills in full and payment of reconnection fee.
Office / Division
Classification
Type of Transaction
Commercial Section / Front Desk
Simple Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All disconnected / inactive concessionaires of MWD
Statement of Account
Front Desk Officer
Maintenance Job Order Form
Front Desk Officer
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front desk and inquire for the balance of the disconnected account and request for the reconnection of disconnected water service
1
Receive and entertain client`s query and provide statement of account
None
3 Minutes
Front Desk Officer, Commercial Section
2
Pay the reconnection fee and the unpaid water bill to the office collector / cashier C
2
Pay the reconnection fee and the unpaid water bill to the office collector / cashier C
Amount due on water bill
Reconnection fee:
1 Day to 3 Days from date of disconnection (PHP 100.00)
4 Days to 14 Days (PHP 450.00)
15 Days onwards (PHP 550.00)
3 Minutes
Cashier B (Finance Section), Customer Service Assistant A / ASA (Commercial Section)
3
Go back to the Front Desk Officer and present official receipt
3
Encode and print maintenance job order and let it signed by the client then submit to the Maintenance Section
None
3 Minutes
Front Desk Officer (Commercial Section)
3.1
Instruct client to go home and wait for the MWD employee to reconnect water service line.
1 Day
Front Desk Officer (Commercial Section)
TOTAL
1 Day
REPORT / REPAIR OF WATER LEAKAGES
Report / repair of water leakages, be it the distribution lines, service lines, and leaks before the meter/leaks at the meter, must be filed/lodged at the Commercial Section (Front Desk)) and can be done through phone calls or in person, and the corresponding maintenance job order is forwarded to the Maintenance Section for appropriate action. The abovementioned leaks require no fees. However, leaks after the meter require labor fees. Concessionaires may opt to hire any plumber or may directly request at the office.
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All Active concessionaires of MWD
None
Not Applicable
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the front desk and report the leak/request for the repair of the leak
1
Attend to client`s request/report; encode and print maintenance job order and let it signed by the client
None
3 Minutes
Front Desk Officer (Commercial Section)
2
Wait for the repair of the reported leaks
2
Forward the maintenance job order to the Maintenance Section
None
2 Minutes
Front Desk Officer (Commercial Section)
2.1
Instruct client to go home and wait for the MWD employee to repair the leak.
None
2 Minutes
Front Desk Officer (Commercial Section)
NOTE: Cross road connection fee for:
Distribution lines
None
ASAP
Service lines before the water meter
None
1 Day
Plumbers (Maintenance Section)
REQUEST OF WATER METER CALIBRATION
All water meters issued by the MWD are already calibrated. This service entails a fee in case concessionaire wants his/her water meter be calibrated again for doubtful high consumption or whatever reason.
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
Concessionaires who have existing account with MWD
Water meter for calibration
Owner
Official receipt
MWD, Finance Section
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front Desk Officer and request for calibration of water meter
1
Inform and provide client with requirements and fee and prepare the water meter testing report
None
2 Minutes
Front Desk Officer (Commercial Section)
2
Pay the necessary amount to the cashier (Finance Section)
2
Accept payment and issue official receipt to the client
PHP 200.00
2 Minutes
Cashier C (Finance Section)
3
Present official receipt to the Front Desk Officer
3
Encode and print job order and forward it to the Maintenance
None
1 Day
Front Desk Officer (Commercial Section)
TEMPORARY DISCONNECTION OF WATER SERVICE
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All Active concessionaires of MWD
Maintenance Job Order Form
Front Desk Officer (Commercial Section)
Official water bill receipt
Office Collection / Commercial Section
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Approach front desk officer and request for temporary disconnection of water service
1
Interview client and prepare statement of account
None
3 Minutes
Front Desk Officer (Commercial Section)
2
Proceed to the teller`s window and pay the necessary amount
2
Receive and issue official water bill receipt
Amount due on water bill (last bill)
2 Minutes
Customer Service Assistant A / Administrative Services Aide (Commercial Section)
3
Go back to the front desk officer and present official water bill receipt
3
Prepare maintenance job order and let the client signed it
None
3 Minutes
Front Desk Officer Commercial Section
TRANSFER OF WATER METER
Concessionaires may request a transfer of their water meter to another/different barangay and/or another/near property line with corresponding transfer of water meter fee and it can only be done by the MWD employee/plumber. For dormant accounts, the concessionaire needs to request for reconnection of water service (please refer to service no. IV) first before availing of this service. Accounts are considered dormant who are inactive for 3months or more
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All Active concessionaires of MWD
Valid identification card with signature of the registered concessionaire of MWD
GSIS, SSS, DFA, Postal ID, LTO, Current Company ID, School ID, OSCA ID, PRC, PHIC, BIR
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the front desk and make a request for water meter transfer
1
Ask for a valid ID of the registered concessionaire of MWD (requesting person) and instruct client to pay the necessary transfer of water meter fee to the cashier
None
2 Minutes
Front Desk Officer (Commercial Section)
2
Proceed to the cashier and pay the necessary transfer of water meter fee
2
Receives payment of transfer of water meter fee and issue official receipt
PHP 250.00
2 Minutes
Cashier C / Finance Section
3
Present official receipt to the front desk officer
3
Prepare maintenance job order, let it signed by the client and forward it to the Maintenance Section
None
3 Minutes
Front Desk Officer (Commercial Section)
3.1
Instruct client for the possible schedule of work by the MWD Maintenance Section
None
1 Minute
Front Desk Officer (Commercial Section)
3.2
Advice client that materials to be used for the requested transfer of water meter will be estimated by Maintenance Section and will be paid by the requesting client
Amount varies depending on the materials to be used for the transfer of water meter
3 Minutes
Front Desk Officer (Commercial Section)
Water Meter Concerns
Water meter efficiency request is provided to concessionaires who want to have their water meter to be replaced but should undergo investigation and meter testing first. Water meters found to be defective (stuck, moist/blurred, old water meters or misaligned roller number) are replaced. But if water meter found to be defective/damaged due to owner`s negligence, concessionaires must pay the water meter`s cost, which varies sporadically, depending on the current water meter price, as procured by the district.
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All Active concessionaires of MWD
None
Not Applicable
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the front desk and report / request for your water meter concerns
1
Attend to client`s report / request and prepare Maintenance Job Order and let the client signed it then submit to the Maintenance Section for appropriate action
None
3 Minutes
Front Desk Officer (Commercial Section)
1.1
Advice client to go home and wait for the MWD employee to do the investigation / act on the request.
None
1 Minute
Front Desk Officer (Commercial Section)
WATER QUALITY CONCERNS
Water quality test is granted to households or establishments who have water quality issues. When a concessionaire complains of a sandy water, flushing of service line or distribution line is performed to address the issue.
Office / Division
Classification
Type of Transaction
Front Desk / Commercial Section
Complex Transaction
G2C > Government to CitizenG2B > Government to BusinessG2G > Government to Government
Who May Avail
Checklist of Requirements
Where To Secure
All Active concessionaires of MWD
None
Not Applicable
Client Steps
Agency Action
Fees To Be Paid
Processing Time
Person Responsible
1
Proceed to the Front desk and report water quality concerns
1
Attend to client`s report / request and take note of the name and location
None
3 Minutes
Front Desk Officer (Commercial Section)
2
Provide details of the water quality problem
2
Prepare Maintenance Job Order and let it signed by the client and submit it to the Maintenance Section for appropriate action
None
3 Minutes
Front Desk Officer (Commercial Section)
2.1
Maintenance Section will schedule as to when and who will go to the area to take necessary action
None
3 Minutes
Water Maintenance Man A (Maintenance Section)
FEEDBACK AND COMPLAINTS MECHANISM

How to send a feedback?

Answer the client feedback form and drop it at the designated “Suggestion Box” placed at the office entrance

Mailing Address:
MONCADA WATER DISTRICT
Poblacion 2, Moncada,
2308 Tarlac

Contact details:
Email address: moncadawd1978@gmail.com
Hotline: 045 6065407
Mobile: 0917 183 9637/0917 526 7009

How feedbacks are processed?

At the end of the day, Front Desk Officer of Commercial Section opens the suggestion box and compiles and records all feedback submitted.

Feedback requiring answers are forwarded to the relevant section and they are required to answer within three (3) days upon receipt of the feedback.

The answer of the office is then relayed to the citizen. For inquiries and follow-ups, clients may contact the following telephone numbers:

Telefax: 045 6065407
Mobile: 0917 183 9637 / 0917 526 7009

How to file complaints?

Answer the client complaint form and drop it at the designated “Suggestion Box” placed at the office entrance.

Complaints can also be filed via telephone. Make sure to provide the following information:
* Name of person being complained
* Incident
* Evidence

For inquiries and follow-ups, clients may contact the following telephone number:
045 6065407
0917 183 9637
0917 526 7009

How complaints are processed?

At the end of the day, the Front Desk Officer of Commercial Section opens the suggestion box and compiles and records all complaints submitted.

Complaints are forwarded to the Office of the General Manager and a team will be directed to conduct investigation.

The team shall start the investigation and forward the complaint to the relevant section for their explanation.

The team will prepare a report after the investigation and shall submit it to the General Manager for appropriate action.

A letter reply addressing the complaint will be sent to the client.

For inquiries and follow-ups, clients may contact the
following telephone numbers:
045 6065407
0917 183 9637
0917 526 7009

Contact Information of ARTA, PCC, CCB

ARTA: complaints@arta.gov.ph
1-ARTA (2782)
PCC: 8888
CCB: 0908-881-6565 (SMS)

LIST OF OFFICES
OFFICE
ADDRESS
CONTACT INFORMATION
Moncada Water District
Poblacion 2, Moncada, Tarlac
Telefax: 045 60605407
Mobile Numbers:
0917 183 9637
0917 526 7009
forms
Contact Us

Contact Us:

moncadawd1978@gmail.com

www.moncadawd.gov.ph

(045)606-5407, (045)493-1950, 09175267009, 09171457532

MWD Building, Poblacion 2, Moncada, Tarlac

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