Citizen's Charter

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  • #1 - FOR NEW WATER SERVICE CONNECTION (NWSC)
    Number 1, Pls scroll down

    ABOUT THE SERVICE:

    The service connection will be installed after submission of all requirements and payment of corresponding fees.


    WHO MAY AVAIL OF THE SERVICE:

    Any resident within the service area of Leyte Metropolitan Water District.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 4:00 P.M.


    APPLICABLE MODE OF CONNECTION:

    1. New Line
    2. Branching
    3. Transfer of connection
    4. Change of connection from branching to tapping
    5. Change of size of connection
    6. Utilization of Abandoned Connection


    RESPONSIBLE DIVISION PERSONNEL:

    Customer Services Division, Cash Division & Construction Division.


    REQUIREMENTS TO AVAIL OF THE SERVICE:

    A. LMWD Forms:
      1. Service Form
      2. Application for Water Service Connection
      3. Transmittal Letter (Excavation, Cutting & Breaking)
      4. Water Meter Agreement (to be notarized)

    B. Proof of ownership:
      - Original Certificate of Title or
      - Transfer Certificate of Title or
      - Notarized Deed of Sale or
      - Certification from Assessor’s Office

    C. Excavation Permit
      (Municipalities)
      1. DPWH-1st LED (Palo, Sta. Fe, Tanauan & Tolosa)
          DPWH-2nd LED (Pastrana, Dagami & Tabon-tabon);
      2. Municipal Engineer’s Office/Mayor’s Permit; and
      3. Barangay Permit.
      Tacloban City
      4. DPWH Tacloban District Engineering Office;
      5. City Engineer’s Office; and
      6. Barangay Permit

    OTHERS (whichever is applicable):
      if applicant is from a subdivision, any of the following:
      - Notice of Award
      - Contract to Sell
      - Acceptance Sheet
      - Deed of Sale
      if applicant is a beneficiary of NHA, any of the following:
      - NHA Certification
      - Notice of Award
      - Contract of Lease
    if the applicant is not the property owner
      1. Authorization from property owner and/or owner’s signature on the Application Form for NWSC;
      2. Affidavit for land use or
      3. Waiver
      for branching connection
      1. Affidavit for branching
      2. Proof of ownership (house & lot)


    SCHEDULE OF FEES:


    Total Cost of NWSC without cutting, breaking and restoration (for ½”Ø service connection): P5,072.45
    Total Cost of NWSC with cutting, breaking & restoration: P19,729.25
    Total Cost of NWSC with boring: P15,254.53

    General Charges:
    Application fee: P 150.00
    Processing fee: P 100.00
    Installation fee: P 438.00
    Guarantee Deposit: P 297.00
    Plumbing materials cost(½”Ø x 10 meters): P 1,862.45   plus 33 Pesos labor cost per linear meter
    Cost of water meter ½”Ø: P 2,225.00   in excess of 10 linear meters per unit.
    Sub-Total: P 5,072.45
    Other Charges:
    Option 1 (consider a 10 meters wide concrete road)
    Cutting of concrete pavement 2” deep P1,830.60 @ P91.53 per linear meter
    Breaking of concrete pavement 10” thick P1,018.85 @ P1,018.85 per sq.m. @ tapping point
    Breaking of concrete pavement 10” thick P4,070.00 @ P407.00 per linear meter x 40 cm wide across the road
    Restoration Cost P1,027.85 @ P1,027.85 per sq.m. @ tapping point
    Restoration Cost P4,111.50 @ P411.15 per linear meter x 40 cm wide across the road
    Pipe Casing P2,598.00 @ P259.80 per lin. mtr. of 2ӯ PE pipe
    Sub-Total: P14,656.80
    Option 2 (consider a 10 meters wide concrete road)
    Boring Cost (good for 2 hours use of equipment) P10,182.08 @ P5,091.04/hour
    Sub-Total: P10,182.08 subject to price escalationd
    DURATION OF TRANSACTION
     (Under normal circumstances):

      5 days - branching from existing service connection
      7 days - no cutting and breaking involve
      15 days - involves boring or cutting & breaking of concrete pavement


    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Gets queue number from the Security Guard at the Lobby’s Entrance (Building 2); Issues queue number for Counter 5 or 6; 1 min. Guard-on-duty None None
    2 Proceeds to Counter 5 or 6 and accomplishes Service Form; Provides Service Form (SF) to an applicant and advises him to pay Inspection & Estimate (IE) fee at teller; 2 mins. Customer Service Assistant None Service Form (SF)
    3 Pays P150.00 Inspection & Estimate (IE) fee at Counter 2; Accepts payment and issues OR; 3 mins. Teller P 150.00 Service Form (SF), Official Receipt
    4 Presents copy of OR to Counter 5 or 6; Posts payment for IE, provides checklist of initial documentary requirements; 2 mins. Customer Service Assistant None Checklist
    5 Proceeds to Counter 5 & 6, 2 days after the inspection; Conducts inspection; 5 days Technical Inspector None None
    6 Gets the checklist of additional documentary requirements from Counter 5 & 6 (e.g. excavation permit); Assess the Inspection & Estimate (IE), provides checklist of additional documentary requirements to customer; 2 mins. Customer Service Assistant None Documentary requirement checklist
    7 Accomplishes & submits required documents; Receives, validates & evaluates completeness of submitted documents. 5 mins. Customer Service Assistant None None
    2 hours Customer Service Assistant None Certificate of Attendance
    8 Processes approval of application and advises the customer to pay fees and charges after 5 days; 5 days Customer Service Assistant None None
    9 Proceeds to Teller and pay the fees and charges; Accepts payment and issues OR. Indicates OR No. and date of payment on the application form; 3 mins. Teller As estimated None
    10 Presents OR to Counter 5 or 6; Receives application, verifies OR & prepare Requisition and Issue Slip. Endorses application to Engineering Department for installation; 20 mins. Customer Service Assistant None Requisition and Issue Slip
    11 Installs approved NWSC application; 7 working days-under normal, 15 working days-with cutting & breaking or boring NWSC crew None None
    12 Accepts work done, signs the Acceptance Form; Presents Acceptance Form to applicant for his signature; 1 min. Technical Inspector None Acceptance Report
    ~Nothing follows~

  • #2 - PAYING THE WATER BILL
    Number 2, Pls scroll down

    ABOUT THE SERVICE:

    Pay the water bills on or before the due date as stated in the Statement of Account.
    A 10% surcharge will be collected if payment is made after the due date.


    WHO MAY AVAIL OF THE SERVICE:

    All concessionaires of Leyte Metropolitan Water District


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Nula-tula Office:
    Monday to Friday, 7:30 A.M. to 4:30 P.M. | Saturday, 8:00 A.M. to 4:00 P.M.

    Downtown Collection Center: (beside Tacloban City Post Office, Trece Martires St.)
    Monday to Friday, 8:00 A.M. to 4:00 P.M.

    Out-of-Town Collection Center (for non-Tacloban City Customers): Every 3rd-4th week of the month (as scheduled)
    1. Palo LGU
    2. Tanauan LGU
    3. Dagami LGU
    4. Pastrana LGU
    5. Tabon-tabon LGU
    6. Tolosa LGU


    REQUIREMENTS TO AVAIL OF THE SERVICE:

    Water Bill or Statement of Account (old or new)
    BIR Form 2306 - Certificate of Tax Withheld (if applicable)
    If no/lost water bill:       - account name or number of concessionaire


    DURATION OF TRANSACTION:

    Customer with water bill        - 3 minutes
    Customer without water bill  - 5 minutes
    Customer with BIR Form        - 5 minutes


    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Gets queue number from the Security Guard at the Lobby’s Entrance (Building 2); Issues queue number for Counter 1, 2, 3 & 4; 1 min. Guard-on-duty None None
    If no water bill Proceeds to Counter 10 and request a copy of account ledger; Prints customer’s account ledger and gives the copy to customer; 2 mins. Customer Service Assistant None None
    2 Waits for queue to be flashed on the LED monitor. Proceeds to designated teller and presents water bill or Statement of Account (SOA); or Account Ledger; Accepts payment and issue Official Receipt; 3 mins. Teller As stated in the water bill or SOA Water bill or Statement of Account (SOA)
    ~Nothing follows~

  • #3 - APPLYING FOR RECONNECTION
    Number 3, Pls scroll down

    ABOUT THE SERVICE:

    »Disconnected at meter stand/barrel lock - reconnection fee, arrears from water bill and service connection materials (if any) must be paid before reconnection.

    »Disconnected underground - reconnection fee, cost of additional labor & materials, arrears from water bill and service connection materials (if any) must be paid before reconnection.


    WHO MAY AVAIL OF THE SERVICE:

    All concessionaires and authorized representative with disconnected service connection.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 5:00 P.M.


    RESPONSIBLE DIVISION AND PERSONNEL:

    Customer Services Division and Cash Division


    REQUIREMENTS TO AVAIL OF THE SERVICE:
    (For service connections cut for more than 3 months)
    For Concessionaires             For Authorized Representative
    Copy of Water Bill
    Identification Card    		             Copy of Water Bill
    Authorization from the concessionaire
    Photocopy of concessionaires’ ID
    Photocopy of valid ID of authorized representative

    SCHEDULE OF FEES:
    Reconnection Charges:             
      Padlocked at Meterstand
      Retrieved Meter
      Disconnected at Tapping Point    		             P 50.00
    P 150.00
    P 500.00

    DURATION OF TRANSACTION:
     (under normal circumstances)

    1 day - if padlocked at meterstand
    3 days - meter was retrieved
    7 days - disconnected at tapping point


    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Gets queue number from the Security Guard at the Lobby’s Entrance (Building 2); Issues queue number for Counter 7; 1 min. Guard-on-duty None None
    2 Proceeds to Counter 7 and secure application form for service reconnection; Issues application form for reconnection; 1 mins. Customer Service Assistant None Application for Reconnection
    3 Submits filled-out application form; Process the application and advises customer to pay the reconnection fee and arrears; 5 mins. Customer Service Assistant None Application for Reconnection
    4 Pays the arrears and reconnection fee at Counter 2; Accepts payment and issues O.R.; 1 mins. Teller As reflected in the customer ledger and reconnection fee. Official Receipt
    5 Returns to Counter 7 and presents official receipt; Forwards the Application for Reconnection to Senior CSO, Department Manager and General Manager for approval; 1 mins. Customer Service Assistant None
    6 Reconnects service line; 1 day if padlocked,
    3 days if meter was retrieved,
    7 days if cut at tapping point    		 Reconnection/Disconnection Crew None
    7 Acceptance of work done; signs the Inspection and Acceptance Report; Inspects the reconnected service connection; 5 mins. Technical Inspector None Inspection and Acceptance Report

    ~Nothing follows~

  • #4 - REQUEST FOR VOLUNTARY SERVICE DISCONNECTION
    Number 4

    WHO MAY AVAIL OF THE SERVICE:


    »Concessionaire may request for disconnection:
       1.  Meter Stand - temporary disconnection
       2.  To be cut at Tapping Point - permanent disconnection

    »Any concessionaire with active service connection or his authorized representative.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 5:00 P.M.



    REQUIREMENTS TO AVAIL OF THE SERVICE:
    For Concessionaires:              For Authorized Representative:
    » Copy of Water Bill or copy of ledger
    » Identification Card    		              » Copy of Water Bill or copy of leadger
    » Authorization from the concessionaire
    » Photocopy of concessionaires’ ID
    » Photocopy of valid ID of authorized representative
    ~Nothing follows~
  • #5 - REQUEST FOR: TRANSFER OF TAPPING/CHANGE OF SERVICE LINE/TRANSFER OF CONNECTION
    Number 5, Pls scroll down

    ABOUT THE SERVICE:

    Concessionaire may request for transfer of tapping to the nearest distribution line, change of service line or transfer of connection to another location.


    WHO MAY AVAIL OF THE SERVICE:

    All active concessionaires of Leyte Metropolitan Water District


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 4:00 P.M.


    REQUIREMENTS TO AVAIL OF THE SERVICE:

    For Transfer of tapping and change of service line-Water Bill For Transfer of connection to another location:
       1. Proof of ownership of the new location
       2. Signature of house and lot owner on the application
       3. Excavation Permit

    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Gets queue number from the Security Guard at the Lobby’s Entrance
    (Building 2);    		 Issues queue number for Counter 5 & 6; 1 min. Guard-on-duty None None
    2 Wait for number to be flashed with LED monitor. Proceeds to Counter 5 & 6 to file the request and present the documents; Verifies the documents and issues Service Form. Advises the customer to pay inspection and estimate fee; 1 mins. Customer Service Assistant None Service Form
    3 Pays Inspection & Estimate (IE) fee at Teller; Accepts payment and issue OR; 2 mins. Teller P 150.00 None
    4 Presents copy of OR to Counter 5 & 6; Forwards the Application to the NWSC Technical Inspection; 1 mins. Customer Service Assistant
    5 Processes for Inspection and Estimate, advises the applicant to follow-up 2 days after the inspection, at Counter 5 & 6; 3 days Technical Inspector
    6 Gets the checklist of additional documentary requirements from Counter 5 & 6, 2 days after inspection; Assesses the Inspection & Estimate (IE), provides checklist of additional documentary requirements to customer; 2 mins. Customer Service Assistant None Documentary requirement checklist
    7 Accomplishes & submits required documents; Receives, validates & evaluates completeness of submitted documents; 5 mins. Customer Service Assistant None None
    8 Processes application and forwards to Senior CSO/and CSD Dept. Mgr. for approval; 5 mins. Customer Service Assistant None None
    9 Proceeds to teller and pay installation charges once application is approved; Accepts and issues OR. Indicates OR No. and date of payment on the applicant’s application form; 3 mins. Teller As estimated None
    10 Presents OR to Counter 5 & 6; Receives application, verifies OR & prepare Requisition and Issue Slip. Endorses application to Engineering Department for installation; 10 mins. Customer Service Assistant None Requisition and Issue Slip
    11 Implements the relocation of transfer of tapping or change of service line or transfer of service connection; 7 working days - under normal circumstances, 15 working days - with cutting & breaking or boring; NWSC crew None None
    12 Accepts work done, signs the Acceptance Form; Presents Acceptance Form to applicant for signature; 1 mins. Technical Inspector None Acceptance Report

    ~Nothing follows~

  • #6 - REQUEST FOR CHANGE OF REGISTERED ACCOUNT NAME
    Number 6, Pls scroll down

    ABOUT THE SERVICE:

    Registered Account Name of the water service connection with LMWD may be changed.


    WHO MAY AVAIL OF THE SERVICE:

    New owner of the house and lot/property with water service connection in LMWD.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 5:00 P.M.


    REQUIREMENTS TO AVAIL OF THE SERVICE:

    Any of the following:
      »  Original Certificate of Title (OCT) or Transfer Certificate of Title (TCT);
      »  Deed of Sale or Deed of Donation;
      »  Judicial/Extra Judicial Partition or Self Adjudication;
      »  Property Ownership Certification from Assessors’ Office; and
      »  Any government issued identification cards.


    SCHEDULE OF FEES:

    Processing Fee - P100.00 Registration Fee - P100.00

    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Gets queue number from the Security Guard at the Lobby’s Entrance
    (Building 2);    		 Issues queue number for Counter 5 & 6; 1 min. Guard-on-duty None None
    2 Proceeds to Counter 5 & 6 to fill-out Request for Change of Registered Account Name Form; Provides Request for Change of Registered Account Name form; 1 mins. Customer Service Assistant None 1.Registration Amendment;

    2.Water Meter Installation Agreement (to be notarized)
    3 2 hours Customer Service Assistant None Certificate of Attendance
    4 Submits the documentary requirements; Validates documents submitted. Informs the customer to pay the fees and charges; 3 mins. Customer Service Assistant Fees & Charges: Processing Fee - P100.00

    Registration Fee - P100.00    		 None
    5 Proceeds to teller to pay fees & charges; Accepts and issues OR; 3 mins. Tellers as described above None
    6 Presents OR of payment to
    Counter 5 & 6;    		 Edit name at TUBS to change the name to new owner; 2 mins. Customer Service Assistant None None

    ~Nothing follows~

  • #7 - FILING OF COMPLAINTS
    Number 7, Pls scroll down

    ABOUT THE SERVICE:

    Concessionaires may file complaints on problems related to their service connection which maybe categorized as follows:
       a.  Meter related problems (stuck-up, stolen, defective, worn-out fittings at meterstand, relocation of water meter)
       b.  No Water (leaking service line before the meter)
       c.  Water Quality (muddy water/turbid water)
       d.  Reclassification and Meter Reading/Billing (needs Inspection/investigation)
       e.  Restoration works (restoration of concrete pavement: affected by repairs, installation of new water service connection, etc.)

    WHO MAY AVAIL OF THE SERVICE:

    All concessionaires of Leyte Metropolitan Water District and concerned citizens.

    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

    Monday to Friday, 8:00 A.M. to 5:00 P.M.

    REQUIREMENTS TO AVAIL OF THE SERVICE:

       a.  Meter related problems - Water Bill
       b.  No Water - Water Bill
       c.  Water Quality - Water Bill
       d.  Inspection/investigation - Water Bill
       e.  Restoration works - None


    HOW TO AVAIL OF THE SERVICE:

    A. WATER METER RELATED PROBLEM

    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person
    In-Charge    		 Fees Forms
    1 Phone-in Customers:
    » Request for assistance via phone




    Walk-in Customers:
    » Go directly to
    Counter 8    		 Receives complaint through phone call;

    Gets and log in account name and number of the customer and the details of the complaint to computer and sends request to the Maintenance Division through local area network;    		 2 mins.




    5 mins.    		 Customer Service Assistant None
    Receives and prints Service Request and submit to Supervisor; 10 mins. Clerk Processor None Service Request/Job Order
    Segregate/classify request forms and distribute to assigned team; 10 mins. Maintenance Division Chief None Service Request/Job Order
    Receives service request/ job order & prioritize as to nature and location; Immediately upon receipt of the service request/job order Meter Maintenance Crew None Service Request/Job Order
    2 Conducts Field inspection & investigation and advises the customer to proceed to LMWD office for further action on complaint then pay corresponding charges (if any) a day after the inspection; 1 day Meter Maintenance Crew None None
    3 Gets further information about the investigation conducted at Meter Maintenance Shop; Informs customer of the investigation results, discuss with him the appropriate intervention to address his problem, if it needs meter calibration, replacement of water meter, fittings etc. the customer is advised to pay at Counter 2 any of the charges required; 5 mins. Meter Maintenance Supervisor Meter Calibration P100.00/unit for ½”ø Meter Replacement P2,225.00/unit for ½”ø
    Meterstand parts:
    ½”ø x 90° GI St Elbow @P37.92
    ½”ø x 90° GI Elbow @P27.31
    ½”ø Ball Valve @202.14/pc
    ½”ø x 4” long GI Nipple @P10.75/pc
    ½”ø x 6” long GI Nipple @P26.00/pc
    Teflon Tape @P22.50/roll
    Meter Calibration P100.00/unit for ½”ø
    Meter Replacement P2,225.00/unit for ½”ø

    Meterstand parts:
    ½”ø x 90° GI St Elbow @P37.92
    ½”ø x 90° GI Elbow @P27.31
    ½”ø Ball Valve @202.14/pc
    ½”ø x 4” long GI Nipple @P10.75/pc
    ½”ø x 6” long GI Nipple @P26.00/pc
    Teflon Tape @P22.50/roll    		 - do -
    4 Proceeds to Counter 2 for payment; Accepts payment and issues OR; 3 mins. Teller As described above
    5 Presents the OR to Meter Shop Clerk; Verifies the OR, make RIS and implement the service request:
        1. Water Meter Calibration
        2. Replacement of Water
            Meter-;defective, blurred,
            stolen, etc.
        3. Transfer of water meter
        4. Replacement of meter stand    		 2 days Meter Maintenance Crew None None
    6 Accepts work done, signs the Inspection the Service Request/Job Order Form; Present Maintenance Order/Service Request Form to customer




    Return accomplished service request/job order to clerk processor for encoding    		 1 min. Meter Maintenance Crew




    Clerk Processor    		 None Service Request/Job Order

    B. RESPONSE TO "NO WATER" COMPLAINTS

    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person
    In-Charge    		 Fees Forms
    1 Phone-in Customers:
    » Request for assistance via phone




    Walk-in Customers:
    » Go directly to
    Counter 8    		 Receives complaint through phone call;

    Gets and log in account name and number of the customer and the details of the complaint to computer and sends request to the Maintenance Division through local area network;    		 2 mins.



    5 mins.    		 Customer Service Assistant None None
    Receives and prints Service Request/Job Order; 10 mins. Clerk Processor None Service Request/Job Order
    Take action on the concessionaire’s complaint/s:
    » Repair of Service line
    » Repair of main line    		 2 days (simple cases) Lines Maintenance Crew None None
    2 Acknowledges & signs Service Request Form/Job Order; Present the Service Request Form/Job Order to the concerned concessionaire; 2 mins. Lines Maintenance Crew None Service Request/Job Order

    C. RESPONSE TO "WATER QUALITY" COMPLAINTS

    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person
    In-Charge    		 Fees Forms
    1 Phone-in Customers:
    » Request for assistance via phone




    Walk-in Customers
    » Go directly to
    Counter 8    		 Takes account name and account number of the customer and the nature and details of complaints;

    Log in all details of the complaints to the computer and sends service request/job order to the Water Quality Division, PSD through the Local Area Network;    		 5 mins. Customer Service Assistant None None
    Receives and prints Service Request/Job Order; 10 mins. Clerk Processor None Service Request/Job Order
    Take action on the concessionaire’s complaint/s:
    » Flushing Activity




    » Water Analysis (if necessary)    		 2 days




    5 days    		 Laboratory Technician/Lines Maintenance Crew


    Laboratory Technician    		 None None
    2 Acknowledges & signs Service Request Form/Job Order; Present the Service Request Form/Job Order to the concerned concessionaire; 2 mins. Laboratory Technician None Service Request/Job Order

    D. RESPONSE TO "RECLASSIFICATION AND BILLING" COMPLAINTS

    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person
    In-Charge    		 Fees Forms
    1 Phone-in Customers:
    » Request for assistance via phone    		 Takes account name and number of the customer and the nature and details of complaints; 5 mins. Customer Service Assistant None None
    Walk-in Customers:
    » Go directly to Counter 8    		 Log in all details of the complaints to the computer, and send Service request/Job Order endorse to supervisor of the investigator; 5 mins. Customer Service Assistant None Service Request/Job Order
    Receives and segregate the Service Request/Job Order and assign to investigators; 10 mins. Sr. Customer Service Officer None Service Request/Job Order
    2 Take action on customers’ complaints, informs him to proceed to LMWD office for further details and intervention on his complaint; 1 day Investigator None None
    3 Proceeds to Counter 7 and ask the result of the field investigation; Refers the customer to:
            1. Customer Services Division
                Manager for reclassification
                concerns and/or;
            2. Customer Accounts Division
                Manager for Reading and
                Billing concerns;    		 2 mins. Customer Service Assistant
    4 Informs the customer of the disposition of his complaints; Customer Accounts Division Manager/Customer Service Division Manager None None
    5 Acknowledges and signs Service Request Form/Job Order; Present the Service Request Form/Job Order to the concerned concessionaire; 2 mins Customer Accounts Division Manager/Customer Service Division Manager None Service Request/Job Order

    E. RESPONSE TO “RESTORATION WORKS” COMPLAINTS

    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person
    In-Charge    		 Fees Forms
    1 Phone-in Customers:
    » Request for assistance via phone    		 Takes account name and account number of the customer and the nature and details of complaints; 5 mins. Customer Service Assistant None None
    Walk-in Customers:
    » Go directly to
    Counter 8    		 Log in all details of the complaints to the computer, and send Service request/Job Order to the Construction Division, ESD through the local area network; 5 mins. Customer Service Assistant None None
    Receives and print Service Request/Job Order; 10 mins Joan Pacunla None Service Request/Job Order
    Take action on the concessionaire’ complaint/s; 2 days (simple cases) Restoration Crew None
    2 Acknowledges & signs Service Request Form/Job Order Present the Service Request Form/Job Order to the concerned concessionaire; 2 mins. Restoration Crew None Service Request/Job Order
    ~Nothing follows~
  • #8 - REQUEST FOR WATER DELIVERY
    Number 8, Pls scroll down

    ABOUT THE SERVICE:

    Residents within the service area with no access to piped water may avail of the service through water delivery.

    WHO MAY AVAIL OF THE SERVICE:

    1. Residents within the service area of the Leyte Metropolitan Water District;
    2. Residents who are located at the extremes of the network where line pressure is low;
    3. Residents who are far from existing distribution lines;
    4. Customers with water service connections temporarily disconnected.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)
    Placing of Order:
           Monday to Friday, 8:00 A.M. to 4:30 P.M.
           Saturdays 8:00 A.M. to 4:00 P.M.
    Water Delivery Schedule (under normal circumstance):
           10:00 A.M. to 4:00 P.M. Daily
    SCHEDULED OF FEES:
    Tons Amount Tons Amount
    1 P 148.95 6 P 893.70
    1.2 P 162.24 7 P 1,042.65
    1.5 P 182.18 8 P 1,191.60
    2 P 215.40 16 P 2,383.20
    3 P 446.85 24 P 3,574.80
    4 P 595.80 32 P 4,766.40
    5 P 744.75 40 P 5,958.00
    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Proceeds to Counter 9 and places the order; Facilitates the order slip; Verifies from the TUBS database of pending accounts payable. Advises customer to pay back accounts (if any) including the cost of bulk water ordered; 1 min. Customer Service Assistant As indicated above Request For Water Delivery Slip
    2 Proceeds to Counter 2 for payment; Accepts payment and issues OR; 3 mins. Teller Amount equivalent to number of tons ordered None
    3 Presents OR of payment to Counter 9; Sets water delivery schedule with the customer; 2 mins. Customer Service Assistant None None

    ~Nothing follows~

  • #9 - WATER ANALYSIS SERVICES
    Number 9, Pls scroll down

    ABOUT THE SERVICE:

    The Leyte Metropolitan Water District Analysis Laboratory is a DOH-Accredited Laboratory
    for Bacteriological Analysis. It is also capable of testing physico-chemical analysis of water samples
    from any source of water supply.

    WHO MAY AVAIL OF THE SERVICE:

        Any individual, group, or agency that need water analysis services to check the quality/potability of water supply.


    SCHEDULE OF AVAILABILITY OF SERVICE: (NO NOON BREAK)

        Monday to Friday, 8:00 A.M. to 2:00 P.M.


    RESPONSIBLE DIVISION AND PERSONEL:

        Quality Control Section

    SCHEDULED OF FEES:

    1 Water Temperature 75.00 11 Manganese 250.00
    2 Turbidity 150.00 12 Chloride 150.00
    3 Colority 150.00 13 Boron 400.00
    4 Conductivity 150.00 14 Total Dissolved Solids 150.00
    5 pH 150.00 15 Salinity 150.00
    6 Alkalinity 150.00 16 Resivity 150.00
    7 Nitrite 150.00 17 Heterotrophic Plate Count 300.00
    8 Nitrate 350.00 18 Total Coliform and E. Coli 300.00
    9 Ammonia 200.00 19 Jar Testing 1,500.00
    10 Iron 220.00

    DURATION OF SERVICES:

    5 days for Physical and chemical analysis
    1 week for Bacteriological Analysis

    HOW TO AVAIL OF THE SERVICE:
    Step Customer Service Provider Duration of Activity (under Normal Circumstance) Person In-Charge Fees Forms
    1 Proceeds to Quality Control Section Room; Provides request for water analysis and checklist of requirements; 5 mins. QCD Personnel Water Analysis Form
    2 Secures and fills-up water analysis form; Evaluates submitted water analysis request form and check as to completeness and correctness of data; 5 mins. QCD Personnel
    3 Issues Bill of Water analysis as to the parameter requested by the client; 5 mins. QCD Personnel Bill of Water Analysis
    4 Proceeds to Teller to pay corresponding fees; Receives payment and issues official receipt; 15 mins. Client Official Receipt
    5 Presents Official Receipt to the QCD Room; Receives water sample for analysis and issues Claim Slip; 10 mins. QCD Personnel
    6 Conduct water analysis of sample submitted; Physico-chemical 5 days

    Bacteriological (Negative samples) 5 days

    (Positive Sample) 1 week    		 Laboratory Personnel Water Analysis Request
    7 Presents Claim Slip and Receives result of water analysis; Issues Result of Water Analysis; 5 mins. QCD Personnel Result of Analysis
    ~Nothing follows~

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