APPLICATION FOR SERVICE REQUEST – HIGH CONSUMPTION
| Office or Division: | Commercial Division – Customer Service Area |
| Classification: | Simple |
| Type of Transaction: | APPLICATION FOR SERVICE REQUEST (High Consumption) |
| Who May Avail: | All Registered BWD Concessionaires |
| Checklist of Requirements: | Duly filled-up service request form indicating the nature of the complaint |
| Where to Secure: | Customer Service Area |
| STEP | APPLICANT /CONCESSIONAIRE | AGENCY ACTION | PROCESSING TIME | PERSON RESPONSIBLE | FORM |
| 1 | Go to the Customer Service Area. | For walk – in complaints, the Utilities/ Customer Services Assistant will interview the customer about his/her complaint(s) for High Consumption. For those who complained thru BWD Facebook Page (Inbox), thru text messages, the Utilities Customer Service Assistant will fill – out the Service Request Form with complete details of the customer. | 5 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Service Request Form |
| 2 | Evaluation and filling – out of useful data entry on the Service Request Form; Account name, account number, address, last reading of meter and previous and current consumption. | 5 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Service Request Form | |
| 3 | Service Request Form will be forwarded to Commercial Division for verification, scheduling and signing of the Commercial Division Head | 5 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Service Request Form | |
| 4 | Commercial Division will forward Service Request Form to General Manager for approval. | 1 minute | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Service Request Form | |
| 5 | Posting and deployment of the assigned Utilities/Customer Services Assistant. | 2 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form | |
| 6 | Utilities/Customer Services Assistant will check the cause of the nature of the high consumption. | 2 hours | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form | |
| 7 | Utilities/Customer Services Assistant will write the cause of the complaints on Service Request Form and will advise the customer to resolve the cause of high consumption. | 15 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form | |
| 8 | Sign the Service Request Form | Let the customer sign and furnished a duplicate copy. | 2 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form |
| 9 | For seen or unseen leak, the Utilities Customer Services Assistant will advise the customer to have their after meter leak repaired. In case of wrong reading, the Utilities Customer Services Assistant will notify the customer. If the water meter is suspected to be defective, the customer must be advised for a meter testing. Utilities Customer Services Assistant will indicate in the Service Request Form the actual cause of High Consumption. | 10 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form | |
| 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, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form |
| 11 | Utilities/ Customer Services Assistant will verify the duplicate Service Request confirming the repair made by the customer as necessary. Utilities/ Customer Services Assistant will verify the duplicate Service Request confirming the repair made by the customer as necessary | 10 minutes | Melchor M. Curacha, Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) | Approved Service Request Form duplicate | |
| 12 | The Commercial Division head will verify the findings of the Utilities Customer Services Assistant and will indicate the percentage of discount from the billing in the ledger and affixed his signature. | 2 minutes | Isidro S. Enumerables, Division Manager C (Commercial and Finance) | Approved Service Request Form/ Customer Ledger Form | |
| 13 | Customer Services Assistant will fill-out Billing Adjustment Memo and attach the Service Request Form together with the ledger highlighting the amount to be adjusted. | 5 minutes | Alfie C. Pepito, Utilities/Customer Services Assistant B/ (Commercial and Finance Division) | Billing Adjustment Memo Form, Approved Service Request Form and Ledger Printout | |
| 14 | Utilities Customer Services Assistant will have the Billing Adjustment Memo signed by the Commercial Division Head and approved by the General Manager. | 5 minutes | Alfie C. Pepito, Utilities/Customer Services Assistant B/ Isidro S. Enumerables, Division Manager C (Commercial and Finance Division)/GM Engr. Dante B. Navarro | Billing Adjustment Memo Form, Approved Service Request Form and Ledger Printout | |
| 15 | Utilities Customer Services Assistant will log the Billing Adjustment Memo number to the logbook and endorse to the collection assistant. | 10 minutes | Alfie C. Pepito, Utilities/Customer Services Assistant B/ (Commercial and Finance Division) | Billing Adjustment Memo Form, Approved Service Request Form and Ledger Printout | |
| 16 | Collection Assistant will adjust the amount on the Billing System. | 1 minute | Hannah Lou A. Aguanta, Collection Assistant, (Commercial & Finance Division ) | Billing Adjustment Memo Form, Approved Service Request Form and Ledger Printout | |
| 17 | Pay the adjusted amount to the teller. | Receive the payment from the concessionaire. | 3 minutes | Arianne Gay M. Hisoler, Crisjean M. Generale, Hannah Lou A. Aguanta, Tellers (Commercial and Finance Division) | Official Receipt |
| END OF TRANSACTION | |||||