APPLICATION FOR SERVICE REQUEST – COMMERCIAL CONCERNS

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:Work Order Form
Where to Secure:Consumer
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 on the nature of his/her complaint(s) e.g. Meter Leak & Service Line Leak –After Meter. 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, Jr., 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, Jr., 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, review and signing of the Commercial Division Head 5 minutes Melchor M. Curacha, Jr., Administrative Aide/      Isidro S. Eumerables, Division Manager C,  (Commercial & Finance Division) Service Request Form
4 Commercial Division will forward Service Request Form to General Manager for approval. In the case of the absence of the General Manager, the Division Head shall complete the signatory. 1 minute Melchor M. Curacha, Jr., Administrative Aide/     Isidro S. Eumerables, Division Manager C,  (Commercial & Finance Division)/                            GM Engr. Dante . Navarro Approved Service Request Form
5 Endorse Service Request to the Plumber In-charge for the assessment. 2 minutes Melchor M. Curacha, Jr., Administrative Aide/      Isidro S. Eumerables, Division Manager C,  (Commercial & Finance Division) Approved Service Request Form
6 Plumber in-charge will assess the Service Request in the field. Identify the cause of the concern or complaint and advice and inform the customer regarding the assessment. 2 hours Area Plumber Approved Service Request Form
7 Sign the Service Request Form Let the customer sign and furnished a duplicate copy. 2 minutes Area Plumber Approved Service Request form
8 Upon completion of the service request, plumber in-charge will submit the Service Request to the document in-charge for record keeping and feed backing. 5 minutes Area Plumber Approved Service Request Form
9 Encoding of findings and assessment and record keeping by the Utilities/ Customer Services Assistant. 1 minute Melchor M. Curacha, Jr., Administrative Aide/       Alfie C. Pepito, Utilities/Customer Services Assistant B        (Commercial & Finance Division) Approved Service Request Form with customer’s signature and detailed remarks.
10 The Utilities/ Customer Services Assistant will follow up through text message and/or phone call the customer if the complaint has been resolved or repair has been done after three (3) days from the assessment of the complaint(s). 3 minutes Melchor M. Curacha, Jr., Administrative Aide/       Alfie C. Pepito, Utilities/Customer Services Assistant B          (Commercial & Finance Division) Approved Service Request Form with customer’s signature and detailed remarks.
END OF TRANSACTION