Frontline Services



Citizen's Charter


As a part of the Calamba Water District’s commitment to accountability and good governance, this citizens’ charter was developed and designed as a mechanism to eliminate bureaucratic red tape and to promote transparency in every transaction.

Known as SPEED Services or Simple Processes for Effective and Efficient Delivery of Services, this tabulated guides streamlines CWD’s business processes to ensure optimum client satisfaction via shortened transaction time and client-friendly measures.

Additionally, this guide offers options and flexible steps that built on the experiences, standards and systems in the delivery of our frontline services in the past. Nonetheless, innovative measures are prescribed herein to meet the emerging trends and cope with the future expectations and requirements that will be encountered by CWD as a more robust and competitive organization.



Payment of Water Bill

Checklist of Standard Requirements
1 Water Bill Receipt – One (1) Original Copy or One (1) Photo Copy

For Accounts Registered under a Senior Citizen

  1. Senior Citizen's ID – One (1) Original Copy or One (1) Photo Copy

For Authorized Representative of Senior Citizen

  1. Signed Written Authorization – One (1) Original or One (1) Photocopy
Procedures and Steps
1. Get a queuing ticket from the Lobby Guard for Public Assistance Location: Lobby
Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Payment of Water Bill Location: Customer Accounts Division (Lobby)
Time & Fee 15 minutes / See Formula Below
Person Responsible Customer Accounts Division (Window 1 and 2)
Total Processing Time 16 minutes
Total Processing Fee ₱ 0.00

List of Formula (Residential/Government)

Meter Size:
1/2" Min. Charge:
P 183.00
11-20 m³ P 20.30
21-30 m³ P 24.05
31-40 m³ P 30.80
41+ m³ P 36.45
Meter Size:
3/4" Min. Charge:
P 292.80
11-20 m³ P 20.30
21-30 m³ P 24.05
31-40 m³ P 30.80
41+ m³ P 36.45
Meter Size:
1" Min. Charge:
P 585.60
11-20 m³ P 20.30
21-30 m³ P 24.05
31-40 m³ P 30.80
41+ m³ P 36.45
Meter Size:
1 1/2" Min. Charge:
P 1,464.00
11-20 m³ P 20.30
21-30 m³ P 24.05
31-40 m³ P 30.80
41+ m³ P 36.45
Meter Size:
2" Min. Charge:
P 3,660.00
11-20 m³ P 20.30
21-30 m³ P 24.05
31-40 m³ P 30.80
41+ m³ P 36.45

General Remarks

  • • Only residential monthly consumptions not exceeding 30 cubic meters may avail 5% discount under RA 9994.
  • • The discount may be availed through over the counter payment at Calamba Water District Main Office and Extension Offices at Canlubang and Mercado De Calamba.

Filing of Application for Estimate

Checklist of Requirements
1 Certificate of Ownership – One (1) Photocopy
2 Sketch of Location – One (1) Original or One (1) Photocopy
3 Water Bill Receipt – One (1) Original or One (1) Photocopy
Procedures and Steps
1. Get a queuing ticket from the Lobby Guard for Application for Estimate
Location: Lobby
Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Verification of Account on the Billing System
Location: One-Stop-Shop
Time & Fee 15 minutes / No Fee
Person Responsible Customer Care Division (Window 5)
2.1 Issuance of Order of Payment
Location: One-Stop-Shop
Time & Fee 1 minute / No Fee
Person Responsible Customer Care Division (Window 5)
3. Payment of Filing Fee
Location: Treasury Section (Lobby)
Time & Fee 5 minutes / Php 100.00
Person Responsible Budget and Cash Management Division (Window 3)
4. Submit the official receipt of Filing Fee
Location: One-Stop-Shop
Time & Fee 5 minutes / No Fee
Person Responsible Customer Care Division (Window 5)
Total Processing Time 27 minutes
Total Processing Fee ₱ 100.00

Procedures of Reconnection

Checklist of Requirements
1 Updated Water Bill Receipt
2 Php 100.00 Reconnection Fee
3 Authorization Letter and Valid Government ID's (for representative)

For Authorized Representative of Applicant living in the Philippines

  1. Signed Written Authorization One (1) Original
  2. Valid Government ID One (1) Photocopy (Owner and Representative)

For Authorized Representative of Applicant living Abroad

  1. Special Power of Attorney Authenticated by Philippine Consul - One (1) Original
  2. Valid Government ID One (1) Photocopy (Owner and Representative)
Procedures and Steps
1. Get a queuing ticket from the Lobby Guard for Application for Reconnection
Location: Lobby
Time & Amount 1 minute/ No Fee
Person Responsible Guard on Duty; Security Services
2. Receive and review accounts and the submitted document/s.
Location: One-Stop-Shop
Time & Amount 10 minutes/ None
Person Responsible Customer Care Division (Window 7)
2.1 Preparation of Service Request
Time & Amount 1 minute/ None
Person Responsible Customer Care Division (Window 7)
3. Receive payment and issuance of official receipt.
Location: Treasury Section (Lobby)
Time & Amount 10 minutes / 100.00 Php
Person Responsible Budget and Cash Management Division (Window 3)
4. Submit the Official Receipt
Location: One-Stop-Shop
Time & Amount 5 minutes / None
Person Responsible Customer Care Division (Window 7)
Total Time: 27 Minutes
Total Fee: ₱ 100.00

General Remarks

  • • The account name must be changed or updated prior to processing of reconnection if the owner is already deceased or the property was already sold.
  • • The water bill deposit must be updated to Php 1,500.00 for Residential Connection or Php 3,000.00 for Commercial Connection.

Filing of Request for Disconnection

Checklist of Requirements
1 Water Bill Receipt – One (1) Original Copy or One (1) Photocopy
2 Signed Letter of Request for Temporary or Permanent Disconnection – One (1) Original Copy
3 Government Issued ID – One (1) Photocopy

For Authorized Representative of Account Owner living in the Philippines

  • Signed Written Authorization – One (1) Original Copy
  • Valid Government ID – One (1) Photocopy

For Authorized Representative of Applicant living Abroad

  • Special Power of Attorney (SPA) Authenticated by Philippine Consul – One (1) Original
  • Valid Government ID – One (1) Photocopy

For Authorized Representative of Corporate Account

  • Notarized Board Resolution – One (1) Original or One (1) Photocopy
  • Notarized Secretary Certificate – One (1) Original or One (1) Photocopy
  • Valid Government ID – One (1) Photocopy

For Authorized Representative of Government or School Account

  • Signed Written Authorization from the Administrator, General Manager, Branch Manager or Principal – One (1) Original
  • Valid Government ID – One (1) Photocopy
Procedure Details
1. Get a queuing ticket from the Lobby Guard for Application for Complaint/Request
Location Lobby
Processing Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Submission of Required Documents once the number is called
Location One-Stop-Shop
Processing Time & Fee 15 minutes / None
Person Responsible Customer Care Division (Window 6)
3. Fill-out Request for Disconnection Form
Location One-Stop-Shop
Processing Time & Fee 1 minute / None
Person Responsible Customer Care Division (Window 6)
4. Printing of Service Request
Location One-Stop-Shop
Processing Time & Fee 1 minute / None
Person Responsible Customer Care Division (Window 6)
Total Processing Time: 18 minutes
Total Processing Fee: ₱ 0.00

General Remarks

  • • The outstanding balance on water bill must be settled first prior to acceptance of request.

Filing of Request for a copy of Account Ledger

Checklist of Standard Requirements
1 Water Bill Receipt – One (1) Original Copy or One (1) Photo Copy
2 Signed Letter of Request – One (1) Original Copy
3 Government Issued ID – One (1) Photo Copy

For Authorized Representative

  • Signed Written Authorization – One (1) Original Copy
  • Valid Government ID – One (1) Photocopy
Procedure
1. Get a queuing ticket from the Lobby Guard for Public Assistance Complaint Desk
Location Lobby
Processing Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Proceed and Submit the Required Documents
Location One-Stop-Shop
Processing Time & Fee 3 minutes / None
Person Responsible Customer Care Division (Window 4)
3. Fill-up Freedom of Information Request Form and Feedback Form
Location One-Stop-Shop
Processing Time & Fee 5 minutes / None
Person Responsible Customer Care Division (Window 4)
4. Endorse Request to the Billing and Meter Reading Division
Location One-Stop-Shop
Processing Time & Fee 2 minutes / None
Person Responsible Customer Care Division (Window 4)
5. Printing and Stamping of Ledger
Location 3rd Floor
Processing Time & Fee 1 minute / None
Person Responsible Billing and Meter Reading Division
6. Receiving of Account Ledger
Location One-Stop-Shop
Processing Time & Fee 1 minute / None
Person Responsible Customer Care Division
Total Processing Time: 13 minutes
Total Processing Fee: ₱ 0.00

General Remarks

  • • Only the Primary or Secondary Registered Name may request a copy of the account ledger.

Filing of Request for Change of Name

Checklist of Standard Requirements
1 Notarized Signed Deed of Absolute Sale which includes all improvements – One (1) Photocopy
2 Valid Government ID – One (1) Photocopy

In the Absence of a Notarized Deed of Absolute Sale

  • Notarized Signed Affidavit of Waiver – One (1) Original Copy

For Married Deceased Account Owner

  • Death Certificate of the Registered Owner – One (1) Photocopy
  • Marriage Contract – One (1) Photocopy

For Widow/Widower Deceased Account Owner

  • Death Certificate of the Deceased Account Owner – One (1) Photocopy
  • Death Certificate of the Registered Owner – One (1) Photocopy
  • Birth Certificate of the Successor – One (1) Photocopy
  • Valid Government ID of Successor – One (1) Photocopy

For Authorized Representative

  • Authorization Letter – One (1) Original Copy
  • Valid Government ID – One (1) Photocopy
Procedure Details
1. Get a queuing ticket from the Lobby Guard for Public Assistance Complaint Desk
Location Lobby
Processing Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Receive and review the submitted documents, and issue of Order of Payment
Location One-Stop-Shop
Processing Time & Fee 11 minutes / None
Person Responsible Customer Care Division (Window 5/6)
3. Payment for Change of Name
Location Lobby
Processing Time & Fee 10 minutes / ₱ 30.00
Person Responsible Budget and Cash Management Division (Window 3)
4. Return to Window 5 or 6 for Encoding of O.R. number
Location One-Stop-Shop
Processing Time & Fee 15 minutes / None
Person Responsible Customer Care Division (Window 5/6)
Total Processing Time: 37 minutes
Total Processing Fee: ₱ 30.00

General Remarks

  • • Immediate family refers to husband, wife, children, parent/s or siblings

Payment of Application for New Water Service Connection

Additional – For Authorized Representative of Applicant living in the Philippines

  • Signed Government ID – One (1) Photocopy

Additional – For Authorized Representative of Applicant living Abroad

  • Special Power of Attorney – One (1) Photocopy by Philippine Consul – One (1) Original

Additional – For Authorized Representative of Corporate Application

  • Notarized Board Resolution – One (1) Original or One (1) Photocopy
  • Government ID – One (1) Photocopy
  • Signed Authorization Letter from the Administrator, General Manager, Branch or School Principal – One (1) Original

Additional – For Application with Concrete Breaking

  • Signed Concrete Breaking Permit – One (1) Original with One (1) Photocopy

Additional – For Series Connection

  • Letter of Consent – One (1) Original
  • Valid Government ID – One (1) Photocopy

For New Water Service Application within a Subdivision As Needs Arises

  • Homeowners Association Certification – One (1) Original
Procedure
1. Get a queuing ticket from the Lobby Guard for New Connection
Location Lobby
Processing Time / Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Verification of Application on the New Connection System
Location One-Stop-Shop
Processing Time / Fee 3 minutes / No Fee
Person Responsible Customer Care Division (Window 5)
2.1 Evaluation and Acceptance of Documentary Requirements
Location One-Stop-Shop
Processing Time / Fee 5 minutes / No Fee
Person Responsible Customer Care Division (Window 5)
3. Issuance of Order of Payment
Location One-Stop-Shop
Processing Time / Fee 1 minute / No Fee
Person Responsible Customer Care Division (Window 5)
4. Payment of New Connection Fees
Location Treasury Section (Lobby)
Processing Time / Fee 5 minutes (See Below)
Person Responsible Budget and Cash Management Division (Window 3)
5. Encoding and Contract, Fill-out Customer's Information Sheet and Waiver, Signing of Service Connection Contract
Location One-Stop-Shop
Processing Time / Fee 26 minutes / No Fee
Person Responsible Customer Care Division / Applicant (Window 5)
Total Processing Time: 41 minutes
Residential Connection
Without Excavation
Customer's Contribution 3,040.00
Valve with Tail Piece 421.30
Water Bill Deposit 1,500.00
Notary Labor 100.00
Municipal Fee 10.00
Total Amount ₱ 5,071.30
Commercial Connection
Without Excavation
Customer's Contribution 3,090.00
Valve with Tail Piece 342.30
Water Bill Deposit 1,500.00
Notary Labor 100.00
Municipal Fee 20.00
Total Amount ₱ 5,052.30

Filing of Complaint or Request

Checklist of Requirements
1 Water Bill Receipt – One (1) Original Copy or One (1) Photocopy
Procedure
1. Get a queuing ticket from the Lobby Guard for Complaint/Request
Location: Lobby
Processing Time & Fee 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Approach the corresponding window when the number is called, Preparation and Printing of Service Request
Location: One-Stop-Shop
Processing Time & Fee 17 minutes / No Fee
Person Responsible Customer Care Division (Window 5)
Total Processing Time: 18 minutes
Total Processing Fee: ₱ 0.00

General Remarks

  • • Reports under major repair (within 24 hours): Leak on Distribution Line / Leak on Transmission Line / Pump & Motor Control Breakdown
  • • Reports under minor repair (within 2 days): Leak Service Line / Tapping Point / Before the Meter / Leak on Meter / Leak on Disinfection Equipment
  • • Reports under verification of consumption / meter (within 2 days): High and Low Consumption / Calibration & Replacement of Meter

Payment of Bulk Sale

Checklist of Requirements
1
Request to purchase bulk water – (1) Original Copy or (1) Photo Copy
Procedure
1. Approach the Customer Accounts Division
Location Lobby
Processing Time & Fees 3 minutes / No Fee
Person Responsible Customer Accounts Division (Window 1 or 2)
2. Payment of Bulk Water
Location Treasury Section (Lobby)
Processing Time & Fees 5 minutes / See formula fees below
Person Responsible Budget and Cash Management Division (Window 3)
3. Proceed to Bucal Pump Station for the withdrawal of bulk water
Location Bucal Pump Station - Brgy. Bucal
Processing Time & Fees 15 minutes (for every 6 cubic meter)
Person Responsible Operations Department
Total Processing Time: 23 minutes
Total Processing Fee: ₱ 0.00

List of Formula

Cubic Meter Min. Charge:
₱549.00
First 10 m³ ₱549.00
11-20 m³ ₱60.90
21-30 m³ ₱72.15
31-40 m³ ₱92.40
41+ m³ ₱109.35

Water Analysis

(Accredited Testing Services)

Offers microbiological and bacteriological testing for drinking water analysis, accredited by the Department of Health (DOH) with Accreditation No. 254 issued on March 2012.

Checklist of Requirements
1
Water Bill Notice for Ground Water - (1) Original Copy Or (1) Photo Copy
Procedure
1. Get a queuing ticket from the Lobby Guard for Public Assistance
Location Lobby
Processing Time & Fees 1 minute / No Fee
Person Responsible Guard on Duty; Security Services
2. Account verification on the billing System
Location One-Stop-Shop
Processing Time & Fees 15 minutes / See formula fees below
Person Responsible Customer Care Division (Window 4 or 5)
3. Issuance of Order of Payment
Location One-Stop-Shop
Processing Time & Fees 1 minute / None
Person Responsible Customer Care Division (Window 4 or 5)
4. Payment of Ground Water Assessment Bill
Location Treasury Section (Lobby)
Processing Time & Fees 5 minutes/ Amount is based on Assessment
Person Responsible Budget and Cash Management Division (Window 3)
Total Processing Time: 22 minutes
Total Processing Fee: ₱ 0.00

Ground Water Assessment

  • A) Metered
  • B) Fixed Rate

Water Rationing

  • A) Regular Sale
  • B) Bulk Sale