TALISAY WATER DISTRICT Profile and Citizen's Charter

TALISAY WATER

DISTRICT

Profile

and

Citizen’s Charter

Foreword

Mission Vision

Introduction

Objectives and Functions

Organizational Set-up

Performance Pledge

Feedback and Redress Mechanism

Services

Appendix “A”

List of front line services

Commercial Division

Application of New Connection

Reconnection of water services

Application of transfer meter

Application of transfer ownership

Collection of water bills

Payment of materials

Payment of application fee

Payment of reconnection

Complaints of leak before meter

Complaints of defective meter

Complaints of high consumption

Appendix “B”

Application for senior citizen discount availment

Maintenance/Production Division

Respond to leak 2 kms radius

Respond to leak 5 kms radius

Respond to leak beyond 2 kms radius

Repair Major leak (National Highway)

Repair Major leak (Brgy. Road)

Repair Major leak (Concrete Footwalk)

Repair Major leak (under earth pavement)

Repair Minor leak (service connection)

Repair Minor leak (water meter fittings)

Installation of new connection

Reconnection

Reconnection (sealed)

Transfer of connection

Administrative Division

Informal complaints through text

Informal complaints through phone call

Informal complaints through E-mail

The citizens’ charter consists of

information for Talisay Water District

concessionaires as well as the General

Public.

The effectiveness of these Citizens’

Charter depends largely on our

determination to work together in our

locality. We hope that this Citizens’

Charter will clarify, provide and help in

guiding those who want to avail the safe,

sufficient and potable water by the

Water District.

Mabuhay! ! !

We obligate ourselves to the goal of providing safe, sufficient and

sustainable water supply in every household and all sectors of society

including the poorer section of the population.

We shall adhere to the principle of conservation for it is not only

our responsibility to ensure the adequacy of available water supply to

meet the existing demands but also the future needs.

We shall cultivate a set of dynamic individuals who are properly

trained, experienced, competent and dedicated individuals to provide

optimized service to our consumers.

We shall advocate on the continuing development and

improvement of our distribution system and services to address the

fundamental need in life of every man in the soundness of quality and

quantity appropriate to their needs and purpose as envisioned.

To provide safe and potable water

With sufficient pressure all times of the day

To the residents of the City of Talisay

To mold a workforce of dedicated & service oriented

personnel to be attained to the needs of the times

and of the consumers,

In ensuring the sustainability of water, we commit

ourselves to help in the maintenance of the water

shed areas and at the same time support the tree

planting program of the government.

AGENCY BACKGROUND

The Talisay Water District was created on October 19,

1992 by virtue of resolution 314 of the Sangguniang Bayan of

Talisay Resolution No. 377 dated July 8, 1993 approving the

reorganization of the Talisay Water District to cover the entire

territorial jurisdiction of the Municipality, the transfer of all

existing water facilities and other assets and the creation of the

Board of Directors.

On September 19, 1991, a supreme court decision was

promulgated, declaring all local water districts as Government

Owned and Controlled Corporation which original charters

and falling under the jurisdiction.

OBJECTIVES AND FUNCTIONS

The objectives of the Water District is t provide safe,

sufficient and potable water to the population of the City of

Talisay.

ORGANIZATIONAL SETUP

The District is headed by Eng’r. Manoito P. Mendoza who

assumed office as General Manager after Eng’r. Victor Flores,

Jr. who retired on July 20, 2000 with ten (10) regular

personnel, fifteen (15) casual employees and sixteen (16) Job

Orders under his supervision.

We the officers and employees of the Talisay Water

District, pledge and commit to deliver quality public service

as stated in the Citizens’ Charter to wit;

Must respond the complaints immediately

Must be available anytime

Must be polite and courteous

Must provide correct information

Must have a consistent policies

Must provide feedback mechanism

Must wear proper uniforms and identification cards

Provide comfortable place for concessionaires

For further inquiries / suggestions / observations or

complaints, please fill up forms at the complaint

desk or write or call our office located at:

TALISAY WATER DISTRICT

Bonifacio St.

Talisay City, Negros Occidental

Telephone No. (034) 441-1774

E-mail Add. –

[email protected]

A. WATER CONNECTION

The Talisay Water District is responsible for the installation

of new service connection to provide adequate and potable

water to its concessionaires.

Talisay Water District gives application to those interested

in availing a Water Service Connection and Applicant must

submit immediately that application duly signed by the owner

of the house and lot where it is located. The Costumer Service

Assistant will file application until it is inspected and will

advise the concessionaires to pay the amount of Php 3,000.00

for basic connections. There will be an additional charge for

those who exceed the basic connections and those who have a

cross road connections.

Applicant for New Water Service Connection must fill up

the following:

1. Service Application and Construction Order

2. Contract for Water Service (see Appendix A)

3. Supplemental Agreement (see Appendix B)

4. Documents for New Service Connection

4.1 Land Title

4.2 Building Permit

4.3 Residence Certificate (Sedula)

4.4 1 X 1 or 2 X 2 Recent ID picture

4.5 Photo Copy of any valid ID

5. Processing Fees:

5.1 Installation fee ……………. Php 500.00

5.2 Materials ……………………. Php 2,500.00

B. DISCONNECTION

Failure to pay 1 month bill, the Water District

will disconnect the service connection.

C. RECONNECTION

Within 24 hours ……………………………………………… Php 30.00

2 to 5 days ……………………………………………………… Php 60.00

6 days to 6 months ………………………………………… Php 200.00

7 months to 1 year ………………………………………… Php 500.00

More than 1 year ………………………………………… Php 1,000.00

D. OTHER SERVICES

1. Transfer or Service Connection ……………… Php 500.00

2. Change of Account Name ……………………… Php 200.00

If house & lot was purchased, Deed of Sale is requested.

If transfer of name, a duly notarized waiver is needed.

3. Cross road fee ………………………………………… Php 200.00

4. Penalties for returned checks …………………… Php 200.00

Type Frontline

Services Fees

Processing

Time

Person/Office

Responsible

Application:

New Connection P 3,000.00 3 days Jose Alvin Mijares

Reconnection P 30.00 24 hrs Mitch de las Verges

P 60.00 2-5 days -do-

P 200.00 6 days – 6 mos -do-

P 500.00 7 mos – 1 year -do-

P 1,000.00 1 year up -do-

Transfer of

Connection P 500.00 1-2 days

Amelita Lamayo

Transfer of

Ownership P 200.00 30 mins

May Ogarte

Collection:

Water bills Based on

consumption 3 mins

Collan Claire Bayona

Jose Alvin Mijares

Ma. Theresa Tuvilla

Materials:

Application fee 2 mins -do-

Reconnection 2 mins -do-

Transfer of

connection 2 mins

-do-

Complaints on:

Service Connection

leakage before

meter

5-15 mins Amelita Lamayo

Malfunction Meter 5-15 mins -do-

No water and

Big Consumption 5-15 mins -do-

A) Application of new connection

Schedule of availability of service: Monday to Friday

8:00 AM to 5:00 PM

Who may avail of the service: All concessionaire of

Talisay Water District

What are the requirements

1) Latest 1 x 1 picture – 1 copy

2) Brgy Clearance – Photo copy

3) Community Tax Certififcate (Sedula) – Photo copy

4) Land Title – Photo copy

5) Identification Card (ID) – Photo copy

Duration : 2 hrs (3 days from date of application)

How to avail of the service:

Step Costumer Service Duration In

charge

Fees Forms

1 Fill up

service

application

form for

inspection

Inspector

will

determine

materials

needed

45 mins

1st day

Plumber Service

Application

Forms

2 With list of

materials and

the

requirements

needed

proceed to

office to pay

application fee

Require

applicants

to pay and

fill up

contract of

water

service,

explain the

contents of

the

contract

30 mins

2nd day

Jose

Alvin

Mijares

3,000.00 Contract of

water service,

OR

3

Install in

house

materials and

inform the

District if

possible

Install

meter

complete

with meter

stand and

connect to

main

distribution

line

45 mins

Plumber

Total Duration 2 hrs

END OF TRANSACTION

A) Reconnection of water services


8:00 AM to 5:00 PM



Duration : 1 hr 30 mins



charge

Fees Forms

1 Verify

outstanding

balance

Inspector will

determine

materials

needed

30 mins

1st day

Plumber

2 With list of

materials and

amount of

water bills for

payment

proceed to

office to pay

Require

applicants to

pay

15 mins

2nd day

Mitch

de las

Verges/

Collan

Claire

Bayona/

Jose

Alvin

Mijares

Water Bill

and

reconnection

fee

Estimate form

3

Bring the

Official

Receipt to

Costumer

Service

Assistant

Fill up

Reconnection

Order

15 mins

Mitch

de las

Verges

Reconnection

Order Form

4 Reconnect

Water Meter

30 mins Plumber

Total Duration 1 hr 30

mins

END OF TRANSACTION

A) Application for transfer of location of water meter


8:00 AM to 5:00 PM



Duration : 1 hr 30 mins



charge

Fees Forms

1 Proceed to

Customer

Service Assistant

Identify the

consumers

location

30 mins

1st day

Plumber

2 Estimate

materials

needed for

relocation of

water meter

30 mins

Plumber Estimate

Form

3

Proceed to

District for

payment of

materials

needed

Fill up

complaint

form

15 mins

Amelita

Lamayo

Complaint

Form

4 Reconnect

Water Meter

15 mins Plumber

Total Duration 1 hr

30 mins

END OF TRANSACTION

A) Application for transfer of ownership/change name


8:00 AM to 5:00 PM



Duration : 30 mins

What are the requirements?

1) Waiver of ownership


Step Costumer Service Duration In charge Fees Forms

1 Pass the

requirements to

Customer

Service Clerk

Receive the

requirements

and issue

estimate form

for payment

15 mins Mae Ogarte Estimate

Form

2 Pay the

required fee to

the cashier

Encode the

name of the

new owner

upon receipt

of the OR

15 mins

Mae Ogarte Estimate

Form

Total Duration 30 mins

END OF TRANSACTION

A) Collection of water bills


8:00 AM to 5:00 PM



Duration : 3 mins

What are the requirements?

2) Water Bill



charge

Fees Forms

1 Present water

bill to Bill

Collector

Receives from

costumer

water bill and

issue collectors

official receipt

3 mins Collan

Claire

Bayona

As

Consumed

Water

Bill


END OF TRANSACTION

A) Payment of materials


8:00 AM to 5:00 PM



Duration : 5 mins



1 Present list of

materials

Issue OR 2 mins Collan

Claire

Bayona

As

needed

OR

2 Present OR to

Storekeeper for

Issuance of

materials

Issue materials

as needed

3 mins Richielieu

Guamen

Requisition

and Issue

Slip


END OF TRANSACTION

A) Payment of Application Fee


8:00 AM to 5:00 PM



Duration : 10 mins



1 Bring the

estimated

application form

to the Customer

Service Clerk

Fill up

Installation

charges and

encode

application fee

5 mins Jose Alvin

Mijares

Installation

Charges

2 Present the

Installation

charges form

Issue OR 5 mins Jose Alvin

Mijares

3000.00 OR


END OF TRANSACTION

A) Payment of reconnection and transfer fee


8:00 AM to 5:00 PM



Duration : 5 mins



1 Present list of

transaction to be

paid to the

cashier

Issue OR 2 mins Collan

Claire

Bayona

2 Present OR to

Customer

Service Clerk

for recording

Recorde OR 3 mins Mitch de

las Verges

As

needed

OR


END OF TRANSACTION

A) Complaints on service connection before meter


8:00 AM to 5:00 PM



Duration : 5 mins



1 Inform

Customer

Service Clerk of

the location of

leakage

Interview

customer of

the location of

leakage

2 mins Amelita

Lamayo

2 Sign complaint

form

Fill up

complaint

form

3 mins Amelita

Lamayo

Complaint

form


END OF TRANSACTION

A) Complaints on malfunction meter


8:00 AM to 5:00 PM



Duration : 10 mins



1 Inform office

of the

malfunction

meter

Prepare

complaint

form

5 mins Amelita

Lamayo

2 Sign complaint

form

Fill up

complaint

form

5 mins Amelita

Lamayo

Complaint

form


END OF TRANSACTION

A) Complaints of no water and high consumption


8:00 AM to 5:00 PM



Duration : 10 mins



1 Inform office

of the

malfunction

water meter

Prepare

complaint

form

5 mins Amelita

Lamayo

2 Sign complaint

form

Fill up

complaint

form

5 mins Amelita

Lamayo

Complaint

Form


END OF TRANSACTION

A) Application of Senior Citizen Discount availment


8:00 AM to 5:00 PM

Who may avail of the service: All senior citizen concessionaire of


What are the requirements

1) Picture holding the latest newspaper

2) Photo copy & original proof of residence

3) Photo copy & original of valid senior citizen card

4) Authorization Letter (If applying through a representative)

5) Photocopy & original government issued ID (of the

representative)

Duration : 1 hr (1 day from date of application)



1 Fill up

application

form for

inspection

Inspection

will

determine if

requirements

is complete

15 mins Customer

Service

Asst

Clerk

Application

for Senior

Citizens

Discount

Availment

2 With list of

requirements

submitted

proceed to

office to pay

application

fee

Require

applicant to

fill up the

Application

for senior

citizen

discount

30 mins May

Ogarte

20.00 Senior

Citizen

Discount

Availment

Form

3 Bring

Official

Receipt to

Customer

Service

Assistant

Clerk

Fill up form

for encoding

15 mins May

Ogarte

Encoding

Form

Total Duration 1 hr

END OF TRANSACTION

Type Frontline Services Fees Processing

Time

Person/Office

Responsible

Respond to Leaksges Report:

Within 2 kms radius 1 hr Plumber

Within 5 kms radius 2 hrs Plumber

Beyond 5 kms radius 4 hrs Plumber

Repair Major Leakages (site)

Under the concrete pavement

National Highway 3 days Plumber

Barangay road 2 days Plumber

Foot walk 1 day Plumber

Under earth pavement 3 hrs Plumber

Repair Minor Leakages (site)

Service connection 30 mins Plumber

Water Meter fittings 20 mins Plumber

Installation (on job site)

New connection 1 hr Plumber

Reconnection 1 hr Plumber

Reconnection (sealed) 15 mins Plumber

Transfer of connection 50 mins Plumber

A) Respond to leakages reported within 2 km radius

Schedule of availability of service: Monday to Sunday

8:00 AM to 5:00 PM



Duration : 1 hr

How to avail of the service


1 Report

personally

or through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Assign Job

Order to

plumbers

available

2 mins Division

Head

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)

10 mins Plumber Requisition

Slip

5 Dispatch

Plumber to

Job site

7 mins Plumber

6 Travel to site 30 mins Plumber

Total Duration 1 hr Excluding repair

END OF TRANSACTION

A) Respond to leakages reported within 5 km radius


8:00 AM to 5:00 PM



Duration : 2 hrs



1 Report

personally

or through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Dispatch or

assign Job

Order to

plumbers

available

2 mins Division

Head

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

7 mins Plumber

6 Travel to site 1 hrs

30 mins

Plumber

Total Duration 2 hrs Excluding repair

END OF TRANSACTION

A) Respond to leakages reported beyond 5 km radius


8:00 AM to 5:00 PM



Duration : 4 hrs



1 Report

personally

or through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Dispatch or

assign Job

Order to

plumber

available

2 mins Division

Head

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

7 mins Plumber

6 Travel to site 3 hrs

30 mins

Plumber

Total Duration 4 hrs Excluding repair

END OF TRANSACTION

A) Repair major leakages under National Highway concrete road


8:00 AM to 5:00 PM



Duration : 3 days



1 Report

personally or

through

telephone

Fill up

Job Order

2 mins Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

2 mins Comm’l.

Personnel

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

6 mins Plumber

6 Travel to site 1 hr Plumber

7 On Job Site 1 day

22 hrs

30 mins

Total Duration 3 days

END OF TRANSACTION

A) Repair major leakages under Barangay road


8:00 AM to 5:00 PM



Duration : 2 days



1 Report

personally or

through

telephone

Fill up

Job Order

2 mins Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

2 mins Comm’l.

Personnel

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

6 mins Plumber

6 Travel to site 1 hr

7 On Job Site 1 day

22 hrs

30 mins

Total Duration 3 days

END OF TRANSACTION

A) Repair major leakages under concrete foot walk


8:00 AM to 5:00 PM



Duration : 1 day



1 Report

personally or

through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

1 min Comm’l.

Personnel

3

Check up and

estimate

materials

needed

5 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

5 mins Plumber

6 Travel to site

7 On Job Site 13 mins


END OF TRANSACTION

A) Repair major leakages under earth pavement


8:00 AM to 5:00 PM



Duration : 3 hrs



1 Report

personally or

through

telephone

Fill up

Job Order

2 mins Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

2 mins Comm’l.

Personnel

3

Check up and

estimate

materials

needed

10 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

6 mins Plumber

6 Travel to site 1hr Plumber

7 On Job Site 1 hr 30

mins

Total Duration 3 hrs

END OF TRANSACTION

A) Repair minor leakages (Service Connection)


8:00 AM to 5:00 PM



Duration : 30 mins



1 Report

personally or

through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

1 min Comm’l.

Personnel

3

Check up and

estimate

materials

needed

5 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

5 mins Plumber

6 Travel to site



END OF TRANSACTION

A) Repair minor leakages (Water Meter fittings)


8:00 AM to 5:00 PM



Duration : 1 hr



1 Report

personally or

through

telephone

Fill up

Job Order

1 min Customer

Service

Asst.

Job Order

2 Forward Job

Order to

Production

Division

1 min Comm’l.

Personnel

3

Check up and

estimate

materials

needed

5 mins

Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

5 mins Plumber

6 Travel to site



END OF TRANSACTION

A) Installation of new connection


8:00 AM to 5:00 PM



Duration : 1 hr



1 Forward Job

Order to

Production

Division

5 mins Comm’l

Personnel

2 Assign

Plumber

3 mins Division

Head

3 Request

materials

needed (as per

estimate)


Slip

4 Dispatch

Plumber to

Job site

5 mins Plumber

5 Travel to site


Total Duration 1 hr

END OF TRANSACTION

A) Reconnection


8:00 AM to 5:00 PM



Duration : 1 hr



1 Forward Job

Order to

Production

Division

5 mins Comm’l

Personnel

2 Assign

Plumber

3 mins Division

Head

3 Request

materials

needed (as per

estimate)


Slip

4 Dispatch

Plumber to

Job site

5 mins Plumber

5 Travel to site


Total Duration 1 hr

END OF TRANSACTION

A) Reconnection (sealed)


8:00 AM to 5:00 PM



Duration : 15 mins



1 Forward Job

Order to

Production

Division

1 min Comm’l

Personnel

2 Assign

Plumber

2 mins Division

Head

3 Check up and

estimate

materials

needed

3 mins Plumber

4 Request

materials

needed (as per

estimate)


Slip

5 Dispatch

Plumber to

Job site

1 min Plumber

6 Travel to site



END OF TRANSACTION

A) Transfer of connection


8:00 AM to 5:00 PM



Duration : 50 mins



1 Forward Job

Order to

Production

Division

1 min Comm’l

Personnel

Complaint

Form

2 Assign

Plumber

2 mins Division

Head

3 Check up and

estimate

materials

needed

3 mins Plumber

4 Request

materials

needed (as per

estimate)

3 mins Plumber

5 Travel to site



END OF TRANSACTION

Type of Frontline

Services Fees Processing Time

Person/Office

Responsible

Informal Complaints

Text 2 minutes Rose Mary E. Chua

Phone Call 1 minute Rose Mary E. Chua

E-mails 3 days Rose Mary E. Chua

Radio/Handset Plumbers

A) Informal Complaints Thru Text


8:00 AM to 5:00 PM



Duration : 2 mins



charge

Fees Forms

1 Dial/Call

441-1774

The person who

receives the text

message will

forward the

complaints to the

Comm’l Head

2 mins Amelita

Lamayo

Complaint

Form


END OF TRANSACTION

A) Informal Complaints Thru Phone Call


8:00 AM to 8:00 AM the following day



Duration : 2 mins



charge

Fees Forms

1 Dial/Call

441-1774

The office will

forward your call

to the Comm’l

Head

2 mins Amelita

Lamayo


END OF TRANSACTION

A) Informal Complaints Thru E-mail


8:00 AM to 5:00 PM



Duration : 2 mins



charge

Fees Forms

1 E-mail

Complaints

to

twd1993@

yahoo.com

The employee in

charge will

forward the

complaints to the

Comm’l Head

3 days Amelita

Lamayo


END OF TRANSACTION

Chairman : Rose Mary E. Chua

Co Chairman : Ma. Lina M. Dolorosa

Coordinator : Ma. Theresa H. Tuvilla

Secretariat : Collan Claire M. Bayona

Member : Edesa B. Funte

: Greg Edwin A. Piurque

Adviser : Eng’r. Manolito P. Mendoza