APPLICATION FOR SERVICE REQUEST

(HIGH CONSUMPTION)

  • Processing Time: 4 hours and 14 minutes

WHO MAY AVAIL THE SERVICE

  • All BWD Registered Concessionaires

SCHEDULE OF AVAILABILITY OF THE SERVICE

  • Monday to Friday (EXCLUDING HOLIDAY)
  • 8:00 AM – 5:00 PM (NO NOON BREAK)

REQUIREMENTS TO AVAIL THE SERVICE

  • Duly filled-up service request form indicating the nature of the complaint

HOW TO AVAIL THE SERVICE

STEP APPLICANT SERVICE PROVIDER DURATION PERSON RESPONSIBLE FORM
1 Go to Customer Service Area Customer Service In Charge will interview the concessionaire on the nature of the High Consumption. 5 minutes
  • Melchor M. Curacha
  • Alfie C. Pepito
Service Request Form
2 Verification and filling – up of useful data entry on the Service Request Form; Last reading of meter and previous and current consumption. 5 minutes
  • Melchor M. Curacha
  • Alfie C. Pepito
Service Request Form
3 Service Request form will be prepared and forwarded to Commercial Division for signing. 5 minutes
  • Melchor M. Curacha
  • Isidro S. Enumerables
Service Request Form
4 Service Request Form will be forwarded to Operations Division and Maintenance Division for scheduling and signing of the Operations Division Head 5 minutes
  • Janice B. Padilla
  • GM Engr. Dante B. Navarro
Service Request Form
5 Posting and deployment of the assigned plumber. 2 minutes
  • Engr. Rigie E. Mendoza
  • Janice B. Padilla
  • Area Plumber
Approved Service Request Form
6 Plumber will check the cause of the High Consumption 2 hours
  • Area Plumber
  • Approved Service Request Form
    7 Plumber will write the cause of the High Consumption on Service Request Form and indicate if “seen” or “unseen” leak, wrong reading or possible water meter defect. 15 minutes
  • Area Plumber
  • Approved Service Request Form
    8 Sign the Service Request Form. Let the concessionaire sign and furnished a duplicate copy. 2 minutes
  • Area Plumber
  • Approved Service Request Form
    9 For seen or unseen leak, the plumber will advise the concessionaire to have their after meter leak repaired. In case of wrong reading, the plumber will notify the concessionaire. If the water meter is suspected to be defective, the concessionaire must be advised for a meter testing. Plumber will indicate in the Service Request Form the actual cause of High Consumption. 10 minutes
  • Area Plumber
  • 10 Go back to Customer Service Area and present the approved Service Request duplicate. Review the approved Service Request duplicate. 1 minute
    • Melchor M. Curacha
    • Alfie C. Pepito
    Approved Service Request Form
    11 Customer Service will verify with the Operations & Maintenance Division the duplicate Service Request and ask for the confirmation of the plumber’s report as necessary. 10 minutes
    • Melchor M. Curacha
    • Alfie C. Pepito
    • Engr. Rigie E. Mendoza
    Approved Service Request Form duplicate
    12 The Commercial Division head will verify the findings of the plumber and will indicate the % of discount from the billing in the ledger and affixed his signature. 1 hour
    • Isidro S. Enumerables
    • Plumber-In-Charge
    • Approved Service Request Form
    • Customer Ledger Form
    13 Customer Service will fill-up Billing Adjustment Memo and attach the Service Request Form together with the ledger highlighting the amount to be adjusted. 5 minutes
    • Melchor M. Curacha
    • Alfie C. Pepito
    • Billing Adjustment Memo Form
    • Approved Service Request Form
    • Ledger Printout
    14 Customer Service will have the Billing Adjustment Memo signed by the Commercial Division Head and approved by the General Manager. 2 minutes
    • Melchor M. Curacha
    • Alfie C. Pepito
    • isidro S. Enumerables
    • GM Engr. Dante B. Navarro
    • Billing Adjustment Memo Form
    • Approved Service Request Form
    • Ledger Printout
    15 Customer Service will log the Billing Adjustment Memo number to the logbook. 10 minutes
    • Melchor M. Curacha
    • Alfie C. Pepito
    • Billing Adjustment Memo Form
    • Approved Service Request Form
    • Ledger Printout
    16 Customer Service will adjust the amount on the Billing System 1 minute Hannah Lou A. Aguanta
    • Billing Adjustment Memo Form
    • Approved Service Request Form
    • Ledger Printout
    17 Pay the adjusted amount to the teller. Accepts the payment. 1 minute
    • Arianne Gay M. Hisoler
    • Crisjean M. Generale
    • Billing Adjustment Memo Form
    • Approved Service Request Form
    • Ledger Printout