Approved per Board Resolution No. 064-2019, as amendedvl Revised 2019 - 7" Edition TABLE OF CONTENTS Vision and Mission Quality Policy Performance Pledge Feedback and Redress Mechanisms List of Frontline Services Processing Of Complaints (Water Quantity/Consumption) Processing Of Other Complaints Processing Of Payment Of Customers’ Account/S- Processing Of Application For New Service Connection/Relocation Of Service Address Processing Of Request For Installation For New Service Connection/Relocation Of Service Address Processing Of Request For In-House Line Extension/ Repair Processing Of Inquiries Via Phone/ Short Message Service ‘Social Media Processing Of Inquiries ( Walk-In ) Processing Of Request For Re-Opening/Reconnection Of Inactive Accounts Processing Of Request For Transfer Of Account Name Processing Of Receiving Incoming Written Communication Processing Of Request For Relocation Of Water Meter Processing Of Request For Temporary Disconnection Reading Of Customer Consumption Delivery Of Notices. Processing Of Request For Meter Accuracy Verification Processing Of Application For Availment Of Senior Citizen Water Bill Discount Processing Of Renewal Of Application For Availment Of Senior Citizen Water Bill Discount Forms ‘Acknowledgment Receipt Affidavit of Undertaking Application for Availment of Senior Citizen's Water Bill Discount Certificate of Attendance Checklist for Briefing on KWD Utility Rules and Regulations Complaint Form Concessionaire Mobile Number Registration Aen oan 10 " 12 14 15 7 18 19 21 22 23 25 27 28 29 31 33 34 35 36 37 38 39Revised 2019 - 7" Edition [yooh 4 Customer's Feedback Form 1 Customer's Feedback Form 2 Customer's Feedback Form 3 Estimation/Investigation/inspection Form Gender and Development Form 2 Payment Slip Performance Evaluation Form Personal Information of New Service Applicant Project Inspection Report Referral Slip Requirements for New Service Application/Transfer of Account Name/Relocation Service Application Contract (individual) Service Application Contract (corporate) Service Application Contract for Provisional Connection (individual) Service Application Contract for Provisional Connection (corporate) Service Application Contract for Transient Connection (individual) Service Application Contract for Transient Connection (corporate) Service Request Water Meter Accuracy Verification Report Work/Construction Order Annexes Revised Standard Rates for Installation/Repair Board Resolution No. 026-2016 ~ A Resolution Amending the Citizen's Charter of the Kabacan Water District. Board Resolution No 028-2018 - A Resolution Amending the Citizen's Charter of the Kabacan Water District Board Resolution No. 055-2016 — A Resolution Approving the Proposed Amendment of the Kabacan Water District Citizen's Charter. Board Resolution No. 026-2016 — A Resolution Amending the Citizen's Charter of the Kabacan Water District. Board Resolution No. 051-2013 - A Resolution Approving and Adopting the Amendment to the Citizen's Charter of the Kabacan Water District Board Resolution No. 015-2012 —A Resolution Approving and Adopting the Amendment to the Citizen's Charter of the Kabacan Water District Board Resolution No. 051-2009 - A Resolution Approving and ‘Adopting the Kabacan Water District (KWD) Citizen's Charter 40 a 42 43 45 46 47 48 49 50 61 62 63 64 65 66 70OUR VISION A. self-reliant and financially sustainable government corporation recognized in Mindanao in providing excellent water and sanitation services sustained through partnership with the community and proactive concern with the environment. OUR MISSION We commit to deliver continuous, adequate and potable water and provide sanitation services at reasonable cost. We also commit to take an active role in the protection and preservation of our water resources. Above all, we commit to render all of these with the highest degree of professionalism, integrity, and efficiency. Revised 2019 - 7* EditionQUALITY POLICY Kabacan Water District is committed to meet the requirements and gain the trust of its customers by delivering continuous, adequate and potable water at reasonable cost. The District is also committed to relentlessly improve the Quality Management System based on changing business environment and comply with the mandatory requirements of Philippine National Standards for Drinking Water (PNSDW) and other water distribution supply policies and regulations. This can be BEST achieved through: B - uilding and continuously developing highly- skilled officers and employees and fostering a culture of improvement and risk-based and process- approach management. E - xcellent monitoring of water supply systems. S — trict compliance to regulatory requirements to achieve customer satisfaction. T —endering quick response to customers and other stakeholders’ needs. ~~ Revised 2019 7" Edition ( jrovcblle APERFORMANCE PLEDGE To deliver continuous, adequate, potable and affordable water services to our valued and would-be customers, we, the officers and employees : K = cep tnis pledge to serve you with utmost courtesy with proper identification and prescribed uniform from Mondays to Fridays at 7:30 a.m. to 5:30 p.m. without noon break. W ork efficiently, comply with service standards and promptly attend and respond on queries and complaints, regularly inform the public on water interruptions, systems improvements, plans and programs. D =] evelop and maintain harmonious relationship with the public; pursue sound social responsibility programs in partnership with the community, value every citizen's comments, suggestions and needs with primary considerations of those with special needs such as the differently- abled, pregnant women, infant carrying adults and senior citizens. All these we pledge because YOU deserve the best service! Revised 2019 - 7" Edition 7 6FEEDBACK AND REDRESS MECHANISMS Please let us know how we have served you by doing any of the following 1. Accomplish our Feedback Form available in the office and put in the suggestion box 2. Send your feedback through our e-mail address: info@kabacan-water.gov.ph; KWD Facebook Page: Kabacan Water District; dial KVVD telephone number (064) 572-0140; or call/text cellular number 09285247450. To help improve our services and for immediate action, you may raise your concerns through our Public Assistance and Complaints Desk Officer. THANK YOU for helping us continuously improve our services. “Revised 2019 - 7" Edition +KABACAN WATER DISTRICT CITIZEN'S CHARTER LIST OF FRONTLINE SERVICES 1. Processing Of Complaints (Water Quantity/Consumption) 2. Processing Of Other Complaints 3. Processing Of Payment Of Customers’ Account/S 4, Processing Of Application For New Service Connection/Relocation Of Service Address 5, Processing Of Request For Installation For New Service Connection/Relocation Of Service Address 6. Processing Of Request For In-House Line Extension! Repair 7. Processing Of Inquiries Via Phone/ Short Message Service /Social Media 8. Processing Of Inquiries ( Walk-In ) 9, Processing Of Request For Re-Opening/Reconnection Of Inactive Accounts 40. Processing Of Request For Transfer Of Account Name 11. Processing Of Receiving Incoming Written Communication 42. Processing Of Request For Relocation Of Water Meter 13. Processing Of Request For Temporary Disconnection 14. Reading Of Customer Consumption 15. Delivery Of Notices 16. Processing Of Request For Meter Accuracy Verification 47. Processing Of Application For Availment Of Senior Citizen Water Bill Discount 18, Processing Of Renewal Of Application For Availment Of Senior Citizen Water Bill Discount Revised 2019 - 7" EditionKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF COMPLAINTS (WATER QUANTITY/CONSUMPTION) Schedule of Availability of Service: | KWO Office Mondays ~ Fridays (7-39 am fo $ 30 pm witout noon break) Who May Avail of the Service Customers What are the Requirements, ‘Any vali ientiication card and hvaler sample (or complaints on wator quality) Duration 23 minutes to 43 minutes (exclusive of watting time) How to Avail of the Service? Step Customer Service Provider Duration Person in- Fees Form Charge 1 Secure prtonty number Attends to the customer 3mins Designated nia Prionity from the Quewng Public Assistance No Machine and proceeds and Complains to Pubte Assistance and Desk Offcer Complaints Desk Registers in the Transact transacting public ing Pubic logbook Logbook 2 Files.a complaint Cassifes the nature of complaint into 2mns Designated ala Service {2 Highvlow consumption Pubiie Assistance Request »b Low pressure to no water and Complaints ‘Desk Officer 2 I highviow consumption, prepares 2 mins Service eequest for investigation fb Iffow pressure ton water, prepares 2 mins. maintenance order for investigation Arranges wah the custome, in 2 mins ‘oordimation with the concerned unt, the schedule of investigation 4 Wats for te scheduled | informs the customer before proceedingto 2mins | a Assigned nla time of investigation, the service area for investigation Investigator 2 Highvlow consumption bb Maintenance Low pressure to no water Personnel 4 Acknowledges Proceeds to the service area and respond’ nla Service ‘completion of the facts an the request Request jobisennce Assigned ‘2 Highliow consumption so mmns. | Investigator Pertor Rates the performance Hl mance ofthe service provider», Low pressure to no water 101030 Maintenance Evaluation by fillag-up the mins ne Form performance evaluation four Issues performance evaluation form 5 Validates the given | Calls or texts the customer to 2mins Designated nia_—_—Peror ratings. validateventy the given ratings Public Assistance mance ‘and Complaints | evaluation Desk ofticer | Farm End of Transaction Note: Pronty i line is given to customers who are: senior citizen, diferently-abled, pregnant and infant. camying aati Si bw | loys —Revised 2019 - 7" EditionKABACAN WATER DISTRICT CITIZEN'S CHARTER. PROCESSING OF OTHER COMPLAINTS Schedule of Availability of Service: KWD Office - Mondays ~ Fridays (7-30 am fo 5.30 pm wrhout noon break) Who May Avail of the Service: Customers What are the Requirements ‘Any valid identifcation card Duration Simple 41 ming 110 43 minutes (exclusive of wating ime) Gomplen 7 calendar days & 11 minutes 10 7 calendar days & 13 minutes (exclusive of wating tne) of the Service? step Customer Service Provider 1 Secure pronty number Attend to the customer from the Queuing Machine ana proceeds to Pubhe Assistance and Complaints Dost Register inthe transacting publi oabook 2 Fikout complaints fom Assis the customer and classify the nature of complaint ‘imple - complaints that may be resolves: within the day ‘omplex ~ complains that may be resolved in 3-7 calendar days It the nature of complaints is water ‘quality refer lo Procedures Manual on Mandling Interested Party Feedback 5 Acknowledge action Advise the customer to wait forthe reply taken Acton the complaint. It simple, accomplish within 24 hours. Ht complex, forward the complaint fo the Dice of the General Manager and accomplish within 3-7 calendar days. 4 Wat forthe result ofthe Inform and hand-over the letter complaint Send the reply thru egistered mail or ‘electronic mail End of Transaction Note: Prony inne is gven fo customers who are: senior citizen, dferenty-abied, pregnant and infant. carrying adult Revised 2019-7” Edition Duration Smins. S mins 30 mins. 7 calendar ays (maximum) mins 5 mins Person in- Charge Designated Public Assistance: ‘and Complaints Desk Officer Designated Pubic Assistance ‘and Complaints Desk Otteer Designated Public assistance and Compiaints Desk Officer Goncernea Ofieer Fees Form nia Prionty No. Transact ing Pubic | Logbook: hia Complaint Foi nia Complaint For ia LetterKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF PAYMENT OF CUSTOMERS’ ACCOUNT/S Schedule of Availability of Service: Who May Avail of the Service Requirements Duration How to Avail of the Service? Step Customer + Secure pronty number trom the Queuing, Machine and proceads tocustomer’s wating 1 (for payment of ‘ater bil Secure puiorty number fiom the Queung Machine and proceeds to Public Assistance and Complaints Desk (for payment of ether enarges) Register n the transacting public logbook and presents fesimation foun ‘wait unit the pronty number wil be called Present the lest water billor payment slip and tenders payment Receive the official receipt 3 Rate the performance of the service provider by ‘iing-up the customer feedback form Revised 2019 - 7” Edition Paying Customers Customers latest water bil! payment sip 7.5 minutes to 11 minutes (exclusive of waiting time) Service Provider Duration Attend to the customer 30 secs Prepare and issue payment sip along 3 mins ‘with a pronty number and adwses the custome: to pay. Process payment of water bil and 2 mins. Issues official eecenpt receipt issued a mins / Process payment for other charges | receipt and issues official recept issued Issue customer feedback form for mins ‘every paying customers, End of Transaction Note. Ponty in tne is given fo customers whe are: senior caizen,diferenty-abled, pregnant and infant. camying adult. Person in- Charge Designated Public Assistance ‘and Complaints Desk Oficer Designates Public Assistance and Complaints Desk Officer Teller Teller Teller KWO Office ~ Mondays ~ Fridays (730 am fo 5:30 pm without noon break) Fees Form nia Prioty No Transacting Public {Logbook Payment Sip oficial Recent Amount Customers! indicated Water Bi inthe bil ‘Amount Payment Sip indicated inthe payment si nia Customer Feedback FounKABACAN WATER DISTRICT CITIZEN'S CHARTER ING OF Fi CONNI \/RELOCATI FE SERVICE ADDRESS Wondays - Faays (720 am te 630 pm without noon break) Schedule of Availabilty of Service Who May Avail of the Serviee what are me Requirements Proat of identitieation - ny vals geritcston card ane Communty Tax Cette 2 Proot of Ownership or Authonty to occupy 2 ownes ~ Cored ue copy of Lotland Tie ar Corted te copy of Lease Contact or Roas gr ctway — authonty fom LGU or DPWH and Atigayt of Undertaking For corporations. private and public offices — Autnovty ts transact sno ‘uly notazed sign cont 4 Certificate of Attendance s:"eduie of sier:aton seminat Tuseaay ard Trursdy 2 opr tr Service AppicarsiCustomers wih E sting Water Serace Conn of Sale oF Tar Declaration SARE Often) duration Fist visit ‘heurana 13 minutes fexcusive of wating me) SecondVisit 32 snutes fxcusve twang hme How to Avail of the Service? rt vi : Se step) Customer Sonic Provider rao Peson ins Fete | eeae + | eare pera nanber non” Bae eie eiione Sens) Benga ve) rt oon Serre ego n ta tarscing Teaecing pie pune ioghons osc 2 | Secure isto requierents Desigrates | nla | Lstot Requrements Poss Seruce Apptcawan Assistance and Contract. Persona issue saymers sip maa Information Form Desk ofteer Monte Number Regutation Form, ‘GAD Form Payment Sip 3 Present payment sip & s payent ong s9ues OMe Receist 2 mns tengers pyre 10) Oficial Res pt Secave Otel Reset Paymest sip 4 Request for estimation ot materais and mvestgator ste sence request for exymaton of Sine frie ana nvest gation o ‘Service Request Acrange wth he attra a seveue of amen restora ats Ace srt he raquterents fn oon | 5 Rate peraranos one eve cstv eeaone tm ov evetyS Seman” Ovggnaad 78 aaurar Feedback rarreeermcreratgs (Cae oan Be Be case tecchect Sh assaes ane | Geek oficer | © | Wettorineschedueasr atin he tower eee peceeangtotwe Pas ~Aesgree 7 wa 7 7” Retzowtedge the conpiion |Proceato te svoners sees sauei a asgnes wo Serace Rees fecenge te orate eae! Esumaton Form | Rate me gertoxmance ofthe [evavation Porm |serre tov by Irenemenes ei Revised 2019 - 7” Edition‘step Customer Vatsiate the green ratings ® customer 9 Secure porty number ram the Gueuing Maer ne ar proceeds to Pubic Aestance ang Compianie Desk Register n tne vansactag | puble iogbook 10 | Submnt ne accompisnes | Serve Appreaton Contract slong wth tne reguremerts 11 | Present payment sip & tender gayment Receves OftoalRecet OR 12 Presont OMfoaiRecept ane rebate for aicture ‘aking 1 |W forthe ns senaule Revised 2019 - 7" Edition ‘tend tothe customer Sms Designates wa Prorty No Service Provider Duration Person in Foor Form | Charge | Randomly cal or tot the customer te Sens Designates ia Performance Valizatonery te ratings ane soict anor Pubie Evaluator Comments 0! feeabackor he mproversent of Assatarce Form Complants Deee omer End of Transaction ~ First Visit Service Provider Duration Person in ‘Charge aesetarce Transact ane Pubie Logbook compants Deen cneer | Shack weit he crpwares ore ow | Oecd wa | tay carers tw equrenurts We corte. re eae | scnlenes Varvatos sta eocened scetace ce oa ‘grea lesvesayret sie corte ser " Sommer cecond | Itincomplete advise customer for the information | compliance of lacking requirements, Form, Wichita compliance ot sang meer” | Fon can Payer Sip Process tne oaymant for applcatonielocaton Smaller Application Fee | Offeal Receist ateris ang costef instalation ives oficial 2 Goa tor 12 feseist 225000" 318" Payment Sip P5000 fr -Aguse the custome to retumte the Pubic | scot Assistance and Complains Desk tansient Tapping P7280 set lonmans) 8 Coatah raters and { Board | Ree No as-20t1 | — — i Take pictire of the customer 2mins | Customs! na na Servee | Forwa'a ponent papers tor azerous! tOmns | Desgaates Pale Prepare service resuest for rstalaton seeatance Arrange te schedule fer inraiaton Complaints cen once inform the customer for Ae! Per istalator 2m” Designated a va sohecuie Pobe Assistance comp Dest omerKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR INSTALLATION FOR NEW SERVICE CONNECTION/RELOCATION OF SERVICE ADDRESS Schedule of Availability of Service: K\WO Office Mondays - Fridays (7.30 am to 530 pm without noon break) Who May Avail of the Service Applic Applications Concessionaires with Approved Request for Relocation What are the Requirements Complete set of matenals as estimated Duration 4 day and 19 lays and 19 minutes (exclusive of waiting time} How to Avail of the Service? Step Customer Service Provider Duration Person in- Fees Form Charge 1 [Waits orthe scheduled Reminds andinforms the customer 2mins. ~—«Designated ana {me of instalation Scheduled tme of stallion through the contact 8807038 23 schedules and instal, Request & Wort! Cons Rates ihe performance of Issues peror wction the serie provider by form Order ing-up the performance | evaluation form | Pertormance Evaluation Form Cemifes the inspection inspects the newly 1Smins. Maintenance nia_| Inspection report form after inspection. installedirelocat Headi(serac Repon lcistrvation ASO-Aafter ne meter | | ques | | 4 | Vatigates the given ratings. Calls or texts the customer te 2mns. Designated nia | Pertormance| validaterverty tne given ratings. uli Evaluation | stance Form ‘omplai End of Transaction smplex- All connecnions sh dealin (a Revised 2019-7" EditionKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR IN-HOUSE LINE EXTENSION/ REPAIR Schedule of Availabilty of Service: Who May Avail of the Service What are the Requirements Duration How to Avail of the Service? ‘Authorized transacting customers WD Ofice - Mondays ~ Fridays (7:30 am fo 5:20 pm without noon break) Any valid identiication card and authorization letter (f done thvough representative) Frist Visit ~ 40 minutes (exclusive of wating time) Second Visit 1 day and 32 minutes to 5 days and 32 minut (exclusive of wating ume) First visit step Customer Service Provider Duration Person in. | Foes Foon Charge 1 [Secure pnonty number Attends to the customer 3imins | Designates | la | Prionty No ftom the Queuing Public ‘Machine and proceeas Assistance to Puble Assistance and ‘and Complaints Desk Complaints Desk Offs Registers in the | Transacing transacting public Pubic Joybook Logbook | Requests for estimation Prepares service request for estimation Smins | Designated | aia Senice | of materials and of materials and mstalaion repair Public Request | installation’ repat cost cost Assistance | ‘ana | Arranges with the customer the Complaints schedule of estimation | Desk Offesr | 3. | Waits forthe scheduled | Informs the customer pefore proceeding» —2mins Assigned | a va ime of estimation to the service area fr estimation Investigator 4 | Acknowledges, Proceeds lo tne customer's service 30min. Assigned | wa Service ‘completion atthe address as scheduled and estimates. | Investigator Request & lobiservice and } Estimation Feceves the estimate of Gives the estimate of materials and Form materials ana installauon’ repair cost installation’ repair cost Performance Issues performance evaluation form Evaliation Rates the performance Form of the serwice proveler by fling-up the performance evaluation form | 5 |Validates the given Calls or texts the custome to 2mins | Designated | nla | Performance ratings valiatelverty the given ratings | Pubic Evaluation | assistance orm | ‘and Complaints | Desk offcer —|____ 1 | action — First Viet OL ptr Revised 2019 - 7” Edition . fhe 15Second Visit step Gistomer ‘Serves Provider Duration fees | Form 6 [Secure pronty number [Attends tote customer Smins. | Designated | wa | Pronty No from the Queuing Pubic Machine ana proceeds Assistance Transacting to Pubic Assistance and Punic and Complaints Desk Complaints Logbook Desk omic Registers nthe Prepares and issues payment sho along Estimation transacting puoi |awth a poenty number ang adwsee the Fern logbook customer to pay | Payment | Sip 7 Pays atthe eer Processes the payment for instalation’ | Sms. Teller —~=sAount Oneal ropan issues oMelal recent | ingicaled | Recep | inthe | | | payment | Payment j sip hp 8 Presents the Offical Prepares the service request for in Smins | esignated | wa | Serace FRecept and signs house ine extension repay Public Request service request Assistance | Arranges wth the customer the ‘and schedule of mstaiaion repair Complains Desk Orcer 9 | Wats for he scheduled |Reminds and informs the customer | Zens. | Designated na va ime forin house line |etore proceeding tothe service area | Public | Jexensiny repair Hor the scheduled time ofan house ine | | Assistance | | | ‘extension’ repair and | Complaints | | | best omicer | 10 Ailend to the assigned “Assigns and instruct accrected plumber tdaytoS | Assigned ta Sewwce | WD personnel to proceed ta customers service days Plumber Request | auvess Acknowledges | completion othe job’ Instalisvepans in house ines. Pertomanee | senace Evalvaton i | Fem | “ates ine pertormance _ISSUes performance evaluation form ofthe service provder Dy fing ap the | performance evatuation | fom 11 Gentes me mspection |inspects the w-house mstalatin repar| 18 mins | Maintenance! nia inspection | repod form ater | conducted Head Report inspection 12 | Vatidates the given | Calls or texts the customer to 2mins Designated | wva_—_ Peformance ratings valdatelveny the given ratings Pub Evabiaion | Assistance Foun | nd | compaints | End of Transaction | Desk oficer Nie Pronty in ine gen to customers who are: sanlr ote, diferenty abled, pregnant and infant carrying ad Revised 2019-7" Edition | “ j 16 bbpeotleKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF INQUIRIES VIA PHONE/ SHORT MESSAGE SERVICE /SOCIAL MEDIA ‘Schedule of Availability of Service: Kw Office - Mondays ~ Fridays (7:30 am to 5 20 pm without noon break) Who May Avail of the Service: Customers What are the Requirements For nquines on Customer's Account nly FFor phone calls - Customers’ Personal Data as maybe requested for vertication/vaidation of caer For tex! messages - Cellphone number must have been officialy registered by the customer inthe KIND SMS lnfarmation and Inquiry Service Duration 5 Bminutes (exclusive of waiting tne) How to Avail of the Service? sep | Customer Servee rover | Ouran | Porson | ove | form crage 1 [catstoasnekOotine [Caste poset daa ot | mns oe | og : here Calls the KWD landline Venfies and validates the « srynen h Texts the KWD SMS a. Text and mobile phone call | ‘Commercial Inomaton and age hte) | Mead : b Landi cetera | Postsicomments inthe KWD Assistance and | | paneer 6 Sus oman and wy Sorc Prtscratons | Sata 2 mies Rentestosmpleqienes | seine aesured | onan or Advises the customer to visit the KWD office in case of complex queries. End of Transaction Revised 2019-7" Edition EKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF INQUIRIES ( WALK-IN ‘Schedule of Availability of Service: KWD Ome - Mondays - Fridays (7/30 am to 5:30 pm wniout noon brea) Who May Avail of the Service Customers What are the Requirements. Any valid wlentiicaton card Duration 8 minutes to 33 minutes exclusive of wating tame) How to Avail of the Service? | Step Customer Service Provider Duration | Person in- | Fees | Form Charge 1 |Secure pnonty number | Attends to the customer 3mins | Designated) nla | Pronty from the Queuing Public No Machine and proceeds to Assistance | Public Assistance and. ‘and Complaints Desk Complaints Desk Registers in the Officer | Transact transacting public Ing Public logbook Logbook Inquires, Replies to simple queries. mins. Designated) na nla Public Assistance or and Compiaints Desk Officer | For complex queries, eters 30mins Division | ma Referral customer to the immediate Manager Sip supervisor i | End of Transaction Note. Priority in ine és gwen to customers who ave Senior ofizen. dfferentiy-abled, pregnant an infant- carrying adult Revised 2019-7" EditionKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR RE-OPENING/RECONNECTION OF INACTIVE ACCOUNTS Schedule of Availability of Service: Who May Avail of the Service What are the Requirements Duration How to Avail of the Service?: Step Customer ing Machne and 7 eknoaeages completion ot vd yt the inspection rapt WO Office — Mondays ~ Fridays (7-0 am to 5 30 am without oon Break) ‘Any valid identtcatin card and authorization ter {done through representative) 1 hour and 26 mnutes exclusive of wang time) Service Provider Duration Person in Fees Charge ‘Aerde to te customer Sms Designated a " Compinnts Desk heck and evaluates the completeness of § mins te ‘he requiements and eheeke teats paid accourt CComphants Ces the vs pony number to payment Processes the payment andissues offeial | mins Tete receipt Puie Assistance an Compas Desh Smne—Cesignted ola derangos wth the custores forthe sched ifr the custom for Binns Designated ta recnnmecten schedle Pubic Assistance ant Complants Dosk Proceeds fo the Serce atea and reconnects a mins Assigned a “server Inspects there instaiod service connection 30 mms | Maintenance va Headiservic For Proaty so Pert ReportKabacan Water District 9 Vaidates the given ratings, Cals o tows the customer tovatdatonventy | mins | Designated ia Pest the gwen ratings Pub mance Assistance ana Exauiation “tices End of Transaction Note Ponty hows geno customers who are senor ciizen deery abled. pregnant and intant-cmrang adit Revised 2019-7" Edition 20, le fhbearerts r CCR.KABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR TRANSFER OF ACCOUNT NAME ‘Schedule of Availabity of Service What are the Requirements Duration How to Avail ofthe Service? | ueting Machine and proceeds 10 Puble Assistance and Reysters inthe tansacting | pubic iagoook Rates the poformaner of he sevice powder by hg the Second Viet Step Desk 6 Presents payment sip tenders 8 Wats fr the approval ofthe ‘queef taster of account UW Oftce - Mondays -Fudays (7 304m f0 8:30 pm with! no brah? 1 Aay valid dentiicaten card of eth tho ransteee& wansteror 2 Communty Tax Carico ofthe ransteree 5 waver of Rights 4 Proot of Ownersyp 8 Cericate 0 Attendance (schedule of nentadon seminal Tuesdays 8 Thursdays, 2.00pm at AWD fice First Visi 13 mioutes exctaswe of wating ta) ‘Second Visit~ 27 mutes ‘orcas 9 wag ut) |ouraton | Service Provider Personin- | oes Fou | Choe Gest ner || | Transactng Public Cogbook | j jor |e na | vam End of Transaction — First ist | Servic Power Duration Personincharge | Fees oom oo ade ester rhe gen Form = paynetand sss fi | Sms | Tay SNe eng oma Advises the customer to return to tke an ments Takes picture ofthe customer | amas | customer Serice nts a Desgnated Fuse | ine the request or rans of account name Assistance and Compare Desk | End of Transaction (Yte Prony nl guen to customers who ate senior Cen. erty abiodpregnort an ian: canyng oda Revised 2019-7" Edition ey &KABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF RECEIVING INCOMING WRITTEN COMMUNICATION Schedule of Availability of Service: _KWD Office - Mondays ~ Fridays (7.30 am fo 5.30 pm without noon break) Who May Avail of the Service General Pubic What are the Requirements, ‘Any valid identification card Duration A minutes. (exclusive of waning ume) How to Avail of the Service? step Customer Service Provider Duration Person in- Fees Form Charge 1 Secure prionty number from Acknowledges receipt of the Smins. Designated nla. Paonty No, the Queuing Machine and etter and vecoras wn the Public proceeds to Pubic Assistance _lettersimails logbook Assistance ‘and Complaints Desk and Complaints Registers inthe wansacting Desk Officer Transaeting Public logbook and hands-over Public ‘atten communication, Logbook 2 Accepts the vecewed copy ot Givesthe customer's copy and «Smins_— Designated nla Acknowledge. ‘ne letter (if appheable} asks for the contact numbers of Public ‘ment Receipt the customer for tatute aavesary Assistance on ‘and notice ‘and Complaints Acknowledgment Receipt Transits the communication to Desk Officer the concerned aticer or employee End of Transaction Note. Prionty i ine & gwen to customers who are. senior ctizen.diferendy abled, pregnant and want. carrying adultKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR RELOCATION OF WATER METER ‘Schedule of Availability of Service: KID Office - Mondays ~ Fridays (7:90 am to 5:30 pm without noon break) Who May Avail of the Service Authorized transacting customers What are the Requirements Any valid entiication card and authorization letter (if done through representatve) Duration First Visit 15 minutes to 40 minutes (exclusive of waiting time) Second Visit - 1 day and 33 minutes fo 5 days and 3 minutes. {exclusive oF wating me) How to Avail of the Service? First Visit Step Customer Service Provider Duration Personin. Fees. Form Charge 1 Secure pronty number Altends tothe customer Smins Designated va Promty No tom the Queuing Public Machine and proceeds Assistance and to Public Assistance ‘Complaints Transacting ‘and Complaints Desk. | Desk oMteer Pubic Logbook Registers in the transacting public lagoaok Files arequest for Prepares service request for investigation mins Designated ia Service Investigation’ {and let the customer sign the request Public Request estimation Assistance ang ‘Arranges withthe customer. in ‘Complaints coordination with tne Investor. the Desk otteer schedule of investigation and estimation 3 Wats forthe Informs the customer belore proceeding © 2mins. Assigned =a nia scheduled ime of the service area for vestigation Investigator investigation 4 | Acknowledges Proceeds to the customer's service Assigned nla) Serve completion ofthe address as scheduled ana investigates Investigator Request ob/service and receives the estimate If approved 30 mins of materials and Estimates the cost of repau and advises Perfor instalation! repaircost_ the customer to hie request for relocation mance ‘of water meter Evaluation Rates the performance Foi ofthe service provider i disapproved 5 mins “by fing-up me Informs the customer of the reasonis for perfomance disapproval (Based on the Ut Rules, | evaluation form Regulations and Policies ofthe District) ‘Issues performance evaluation form. 5 Validates the given Calls or texts the customer to 2mins Designated — aero: ratings valdatelverty the given ratings Public mance Assistance ang Evaluation Complaints Form Desk Officer End of Transaction - First VisitSe Second Visit step Customer 6 Secure pnonty number from the Queuing Machine and proceeds to Public Assistance and Compiaints Desk Registers in the transacting publi agbook 7 Pays atthe teller 8 Presents the OR ana signs service request 9 Wats forthe sehieduled time for relocation af water meter 10 Acknowledges ‘completion ofthe job! Rates the performance ofthe service provider by filing-up the perfoxmance evaluation town 11 Certties the inspection repost form after inspection 12 Validates the given ratings [Note Prionty fine ’s given to cust Revised 2019- 7" Edition Service Provider Altends to the customer Prepares and issues payment sip along with a preity number and advises the customer to pay Receives payment and issues official recep! Aduises the customer to return tothe Publ Assistance and Complaints Desk Prepares the service request for relocation of water meter ‘Acranges with the customer the schedule af relacation of water meter Reminds and informs the customer for the stheduled time of location of water meter Proceeds to the customer's service address as scheduled and reiocates water meter Jssues performance evaluation form Inspects he newly located water meter Calls or texts the customer to Valdatesventy the given ratings Duration Person in- Charge Smns | Designated Punic Assistance and ‘Complaints Desk Officer ‘muns Tetier Smins | Designated Public Assistance and ‘Complaints Desk ofticer 3mins Designated Public Assistance and ‘Complaints Desk officer Simple Maintenance (ray) Unit Complex | Accredited (6 days} Plumber 15 mins. Mamntenance Uni 2mins | Designated Public ‘Assistance and ‘Complaints Desk Otfeer End of Transaction Fees Arvount sndicated inthe Payment Sip nia cestated na na fomers who are’ senor citizen, dfferenty-abled. pregnant and mfant- carrying adult Form Prionty No Transacting Public Loguoak Estimation Form Payment ‘Sip oficial Recep! Payment ‘Shp Request Request Pertor Evaluation Farm Inspection Report Pertor Evaluation Fain 24KABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR TEMPORARY DISCONNECTION Schedule of Availability of Service: Kw0 Ofice - Mondays -Frndays (7-30 am to 5 30,pm wnout noon break) Who May Avail of the Service: What are the Requirements How to Avail of the Service? First Visit Step Customer + Secure provty number fom ne Queuing Machine and proceeds to Pubiic assistance ana Complaims Desk Registers in the transacting public logvook 2 Fiesa request 3 Waits forthe water bit Second Visit Step Customer 4 Secure priority numbe fom the Queving Machine and proceeds to Public Assistance and Complaints Desk 5 Watts until the prionty ‘number willbe called and. presents the latest water oi Receives the official receipt Authorized transacting customers ‘Any valiéidentitation card and authorization ieter if done through representative) First Visit «11 minutes (exclusive of watting time) Second Visit ~ 27 § minutes ferctusive of warng tme) Service Provider Duration Person in- Fees Form Charge Aitends tothe customer: Sms Designated —nia_—_Prorty No Pubie Assistance ‘and Transacting complains Pubic Desk Ofer Logoook Prepares sence requestor special S mins. —«esignaled = nia Sevvice Diling and let the customer sgn the Pubic Request request Assistance and complains Desk Omicer Read and bil the customer's Sms Assigned n'a Servce consumption Customer Request & Service Water Bu Personnet End of Transaction — First Visit Service Provider Duration Person in- Fees Form Charge Aiiends to the customer 20 secs Designated —nva_—_Pronty No Public Assistance ‘ana Complaints Desk Officer Processes payment ofwaterbiland 2 mins Teler Amount Water Bi issues oma recep indica teain tne bit Revised 2019-7" Euition oy 2Step Customer Service Provider Duration Person in- Fees Form Charge 6 Filesa request Prepares service request for 3mins Designated —nia_—Service temporary disconnection ana it the Public Request customer sign the request Assistance and ‘Arranges with the customer the Complaints scheduie of visconnection Desk Officer 7 Rates the pertormance ot Issues customer feedback form Smins Designated nla Customer the service provider by Public Feeaback fiting-up the customer Assistance Form feedback form ‘and Complaints Desk Offeer ® Waits for the scheduled informs the customer before 2mins Designated nia nia time of disconnection. proceeding to the service area Public Assistance ‘ana Complaints Desk Offcer 9 Acknowleages Proceeds to the customers service 15™ming.~—=Assigned ~=—nla.—SsService completion of the agaress as schedules ana Customer Request yobiservice disconnects the service ‘Service Assistant Rates the performance of SSUES performance evaluation form Perfor. the service proviser mance tng-up te perrmafce Evaluaton ‘evaluation form Four 10 Validates the given Calls or texts the customerto validate’ 2 mins Designated nia éPertor ratings venfy the given ratings Public mance Assistance Evaluation ane Form Compiaints Desk offcer End of Transaction Note, Prionty in ine gwen to customers whe are senior citizen aterenty-abled oregnant and infant canying adultSchedule of Availability of Service: Who May Avail of the Service What are the Requirements Duration How to Avail of the Service? Step Customer 4 Wait for the delivery of water bill [as scheduled) 2 Receive water bill and signs, acknowledgment receypt 3 Receive water ill {through SMS. information and Inquiry Service (SMS- is) KABACAN WATER DISTRICT CITIZEN'S CHARTER READING OF CUSTOMER CONSUMPTION KWO Office ~ Mondays - Saturdays and Selected Holidays (7-30 am to 5-30 pm wathout noon break) Customers None 5 minutes to 6 minutes (excluswe of wating time) Service Provider Duration Person in-| Fees i Charge Read consumption of the customer 2 mins Meter wa Reader Encode reading, and prints bil Deliver water bill at customer's 2mmns Meter na service address Reader Inform customer on abrupt increasef 1 min consumption, #f there is Conduct intial investigation if 2mins needed and advise customer of any doubitul findings on fel. It customer is not around, water bill ‘may be dropped in the customer's mailbox Upload customer's meter reading Send water bil through SMS.IIS to customers with registered mobile number End of Transaction Form Water bil water bill Revised 2019-7" Edition (> fouoett = (|KABACAN WATER DISTRICT CITIZEN'S CHARTER DELIVERY OF NOTICES Schedule of Availabilty of Service: KWWD fice - Mondays — Fridays (730 am to 530 pm v Who May Avail of the Service : Customers What are the Requirements None Duration 2 minutes (exclusive of waiting time) How to Avail of the Service? Step Customer Service Provider Duration Person in- Charge 1 Receives notice and Deliver prepared notices acknowledges receipt 1 Notice of Disconnection 2mins tomer Service Assistant Assigned 2. Statement of Account 2mins Customer Service stan Assigned 4 Reclassification Notice 2 mins Assistant Assigned 5, Notice of Expired Senior 2m Citizen Discount Service Assistant Assigned 6 Notice of Retired Meter 2mins Maintenance Personne’ End of Transaction out neon break) Fees None None Form Notice of Disconnection Statement of nt Water bi! Reclassification Natice Notice of Expired Senior tizen Discount Notice of Retired Meter Revised 2019 ~ 7” Edition P fybereric ttKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF REQUEST FOR METER ‘Schedule of Availability of Service: KWO Otice ~ Mondays ~ Fridays (7:30 an fo 530 pr without noon break) “CURACY VERIFICATION Who May Avail of the Service: Customers What are the Requirements, ‘Any valid identification cara Duration 2 St minutes (exclusive of wating time) How to Avail of the Service? Step Customer Service Provider Duration Person in- Fees. Form Charge 1. Secure priorty number Attends tothe customer mins. | Designated Public nta_—_-Priotty No from the Queuing Assistance anc Machine and proceeds Complaints Desk Transacting to Public Assistance ang ‘Omicer Pubic ‘Complaints Desk. Logbook Propaves and issues payment sip Registers in the along with a pnorty umber and Payment lransacting pubic advises the customer to pay. Slip logbook and fies i oquost for meter ‘accuracy verification 2 Presents payment sip Processes payment and issues 5 mins Teller P2000 Ometat and tenders payment. Official Receipt wi Receipt Aduses the customer to return to we Payment the Public Assistance and i | ‘Complaints Desk 3 Signs service request Prepares service request and Smins Designated Puble nla Serwoe. arranges wit tne customer the Assistance and Request Schedule of meter aceuracy Complaints Desk venteation ‘Officer | | i 4 Wailfor the scheduled Informs the customer before 2mns | Assigned na na lime of meter accuracy proceeding to the service area for Investigator ventfcation, meter accuracy venication 5 Acknowledges Proceeds to the service area and 30 mins Assigned va Service compietion of the conduct meter accuracy Investigator Request jobisernce verication, Pertor Rates the performance Issues performance evaluation mance ofthe service provider form. Evaluation by fling-up the Form performance evaluation Advises the customer to wait for foam jhe resut © Validates the given Calls ortexts the customerto | 3 mins | Designated Public nia_———erfor ratings validate'verty the given ratings. Assistance and mance Complaints Desk Evaluation (Oficer Form 7 Acknowiedges the informs the customer the result of mins. Designated Public va Met result the meter accuracy verficaton, Assistance ang Accuracy Complaints Desk Venicaion | ‘Officer Report End of Transaction Note Ponty ie giver fo customers who are senor cteen, diferent abled pregnant and intant- cayng exit Revised 2019 - 7" Edition f I. Abreree IeKABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF APPLICATION FOR AVAILMENT OF SENIOR CITIZEN WATER BILL DISCOUNT Schedule ofAvaliblity of Service; KD ce Mantays days (7.20 mo 530 pm te oe eeay Wwno May Avallofthe Service: Prosgectve Seme Appeans enstng Concessionones vio ae vwgstered What are the Requirements Valid Sener citeen 10 None though a representa ve Duly Filed up Sens Chzen Application Foxm Pete olting te atest ewspapet {po 212) of fhe senor cizen Authorzaton leter Vad of he tepresentave Duration A mites (oxetsive of wat tive) How to Avail of the Service? Step Customer Service Provider Duration Person in. | Fees Form Charge | Secure prorty number | attends to the customer Smins | Designated nia | Pronty No | ‘rom the Queuing Publ: Machine ana proceeds to Assistance Transacting Puble Assistance and and | Pubic Logbook ‘Complaints Desk Complaints | Desk Otteer Registers nthe lansacting pubic logbook | Secutes ist of creecene ct epptcaton fom. tst | 7mm | Designated | na | apptcaton tr | requirements for of requirements and briefs the Public Avaiiment of application for avaiment appicant Assistance Senior Citzen ‘of senior citizen water bil ‘and | Water Bit discount Assists in ting-up the application for Compiaints| Discount avaiment of servorciizen water bil Desk Officer iscount form | Prepares for picture Takes pictue of the customer Ymin Customer | pia om aking Serviee | Personnet | | | 4 | Sutin the Checks venties the completeness of | 10mins | Designated | wa Duly accomplished Application | the documents, Public | accomplished for Avaiment of Senior Assistance Application ror Citzen Water Bi Forwards pertinent papers for ‘and Avaiiment of Discount along with the approval Complaints | senor citzen requirements Desk Officer Water Bit | j Discount with attached requirements End of Transaction Revised 2019 7" Edition |KABACAN WATER DISTRICT CITIZEN'S CHARTER PROCESSING OF RENEWAL OF APPLIGATION FOR AVAILMENT OF SENIOR CITIZEN WATER BILL. )ISCOUNT Schedule of Avallability of Berviee: KWH Omee — Monitays Friays (7 30 an 30 pm wahout naan bean) Who May Avail of the Seeview What are the Requirements. Duration How to Avail of the Service? Step Customer 1 Secure pronty number from the Queuing Machine and Proceeds to Public Assistance and Complaints Oesk Registers inthe transacting public logbook 2 Prepares for picture taking 3 Submits the accomplishes ‘Application for Avaiment of rior Citzen Water Bll Discount along with the requirements, xiang Conessionaies who ale registered Sem Ohizen wilh expired annals fe avaiment of senior ciizen water bill discount Valid Senior Citizen ID done through a representatwe Duly Filled up Senior Ctizen Application For Picture holding the latest newspaper (1pe -2x2) ofthe senior citizen ‘Authorization letter Valid ID of he representative 10 minutes (exclusive of wasting time) Serves render Ouran Person. Fee | Fam | | Charge | | the Assgares an Teasaaing Comptant a eae open | Application tse | calor ater | Bil Discount Torespetre otmecatone | aims | cosome ona | verse | Cheats ens campionss| mms. | ested te | uy sie osama ee accompa Asstt ae ‘ptt roids patent papers tr oman senior approval pave ‘Desk Officer of Senior | witn attached requirements End of Transaction Revised 2019 - 7” EditionaR 2ix-FeD Republic of the Philippines ) KABACAN WATER DISTRICT Kabacan, Cotabato ip ACKNOWL DGMENT RECEIPT. Feceipt of the following documents from relation 10 hisher application — for This is to acknowledy (J vahd identification card of applicant, specity (J community tay certificate of applicant, indicate the no. ( ) proof of ownership, specify ( ) valid identification card of lot owner, specify (J communtiy tax certificate of lot owner, indicate the no. ( Jothers, speeity please supply the following lacking requirements hy » 2» 4) Received this day of 20 (signature over printed name) Corlorme (signature over printed name) Fusco.90 oo 42547 Revised 2019 - 7” EditionREPUBLIC OF THE PHILIPPINES MUNICIPALITY OF KABACAN SS. x Cn AEFIDAVIT OF UNDERTAKING ' of legal aye, single! macried, Filipino, and 2 resident of after having beet duly sworn t0 in accordance with fav depose and say That am presently occupying a lot owned by located ‘har m connection with my application for water service connection with the Kahaean Water Distict, il to allow the disconnection of my water herehy promise and undertake to vacate the above mentioned premises a setvive afier de notice should the lot owner decide 19 use the lot for any purposes. IN WETNESS WHERFOF, [have herete set my band this day of 2% at Kabaean, Atviant © PENO Issued On A Comtorme CTENO. Issed On AC SUBSCRIBED AND SWORN to before me this day of 200 at Kahacan Cotabato, Philippines Notary Public Doe No Page Ne Book No Series of 20 FuFcD 0s 0 v4 2. Revised 2019 - 7" EditionS0D-____-2018-Feo Republic of the Philippines KABACAN WATER DISTRICT uzal Avenue, Kabacan, Cotabato APPLICATION FOR AVAILMENT OF SENIOR CITIZEN'S WATER BILL DISCOUNT NAME: ACCOUNT No, BATE OF GRY service a civ status: SER ___AGE ccIrizensni —— SPOUSE'S NAME ace _— NAME OF HOUSEHOLD MEMBERS INCLUDING NOW RELATIVES oe DOCUMENTARY REQUIREMENTS SUBMITTED. AUINORIZRMON LETTER apoyo meson) [COVERRMENTISSUEDID (oe representa), i ww I hereby apply fo aval of water bil ds implementing rues. Further, that | hereby agree that the KABACAN WATER DISTRICT will subject for evaluation and validation al facts and documents submitted, that misreprosentation of facts orinaccurateincorreccnestay \locuments shall be suttictent grounds for non-approval or immediate revocationicancellation ofthis rivilegoin the future for Senior Citizens as mandated under RA:9994 and its ____ criss ouisincto CORAZON ML FRIGILLANA LPRDIE MARS. BALUNGAY 7con niereD Republic of the Philippines KABACAN WATER DISTRICT Kabacan, Cotabato CERTIFICATE OF ATTENDANCE This is to certify that M_____ a resident of has attended the ORIENTATION SEMINAR on the UTHITY RULES AND REGULATIONS which govern the operations of the Kabacan Water District. Issued this ___ day of , 2017 at KWo office, Rizal Avenue, Kabacan, Cotabato. CORAZON M. FRIGILLANA Manager - FCD basco. ow onze a Revised 2019 - 7" Edition 6. ]URR 2ore¥eD “ Republic of the Philippines iS KABACAN WATER DISTRICT Kabscan, Cotabato CHECKLIST FOR BRIEFING ON KWD UTILITY RULES AND REGULATIONS 1. Profile (C ) Brot history of Kabacan Water District ( ) Vision & Mission ( ) Onganizational Structure r c ) Contact details ) Water sources and facies () Water a (Baling procedure () Due date, penalty and other charzes {_ Size & classification of service eanmections {Abrupt changes in consumption ( jor senior citizen ( ) Collection procedure and schedule (Disconnection poliey fl ( } Deseo ) Reconnection policy ) Relocation policy ) Transfer of ac )Cinzen's Charter )SMS Broaueast System 3. Standards & Speciticn 1 Tostala {Installation charges () Kinds of pipe ( ) Water quality and queanbty ( )Aceuracy of water meter (Cy Water meter retirement program 4.Others ©} Customer's responsibility (Water home diseases (Leak detection ups () Water conservation tps ( ) Protection and pies Thereby certty that the above-mentioned topies wer properly explained and discussed to me during the orsentatvon of this oftiee (Siynature over printed name of applicant Dit by _ (signature over panied name) Dawe Time eueco3 °° Revised 2019 - 7” Edition a i fece 4 HA Ihonat CFS G0COMPLAINT FORM Date Nature of Complaint : (_) Non-delivery of water bill (_) Non-delivery of notices ()Others oe Details : ~~ Complainant (Signature over Printed Nan) Action Taken : By: Conforme : Customer Revised 2019 - ™ Edition 38 L roRepublicofthe Philippines KABACAN WATER DISTRICT Kabacan, Cotabato CONCESSIONAIRE MOBILE NUMBER REGISTRATION 1 Name of Concessionaire Cc - - — ——_] ive Address 2 Se tL. — a | | : Mobile Number l _ - | 4 Account Number/s I This is to signify that Ido hereby voluntarily submit my intention to avail of the KWD SMS Information and inquiry Service. That Lom hereby registering the above-written mobile number to be utilized in transacting water bill information, notices, confirmation of transactions, water service-related reminders, and water system and service updates, That { may also utilize its services to ask questions, send feedback, comments and suggestions, and report water-related concerns. That if opproved by KWO, I do hereby accept that 1am solely responsible on transactions done through my registered mobile number and that I shall be responsible in updating with the above-named office of the changes in the information as submitted with this registration. That | do hereby recognize that the source of information is computer-generated, thence, timeliness, accuracy and completeness of such information and data may not be error free. | Signature over printed name Date: _ Witnesses: a _— - _ Signature over printed name Signature over printed name Approved by. FERDIE MAR S. BALUNGAY General Manageruesev0 HOW BEN IO LMNV LE IHY NON UV/OLNALLON VOI SNOLISIID ISSLNAIIAOD WAH LO Bours iour $0 99 48s os, sas AVIAOANETIO YOBIPT wl - 6402 PASIAN 00 seaosna SMANTLLNOWA 110, Deng w>uiF 95 94 SL a sas IWNOd MOVEGAAA SAAIWOLSADCUSTOMER'S FEEDBACK FORM. NAME (PANGALAN) ADDRESS (TIRAHAN) PHONE NUMBER (TELEPONO) E-MAIL ADDRESS DEPARTMENT (DEPARTAMENTO) _ COMPLIMENT OR COMMENT? ( PAPURI O KUMENTO) WHEN DID IT HAPPEN? (KAILAN PO NANGYARI?) WHAT WOULD YOU LIKE US TO DO? (ANONG GUSTO NINYONG GAWIN NAMIN?) SIGNATURE (LAGDA) DATE (PETSA)+2019 <2 Republic of the Philippines KABACAN WATER DISTRICT Kabacan, Cotabato a CUSTOMER'S FEEDBACK FORM INSTRUCTIONS 1 Print all answers legibly 2 Supply complete personal information 3 Submit accomplished Feedback Form to the Public Assistance and Complaints Desk Officer PERSONAL INFORMATION ‘Name (optional) ‘Customer Account Name Contact Details TRANSACTION: (Please check) () Water Service Application () Temporary Disconnection ( } Reconnection () Relocation () Water Bill & Other Form of Payment ( } Water Meter Calibration () Others. Please specity Date of - Time of Transaction Transaction_ SCALE QUALITATIVE DESCRIPTION 5 Outstanding —_- expectations are met excellently Very Satisfactory - expectations are met satisfactory 3 Satisfactory —_~ expectations are met with minimal erors 2 Unsatisfactory expectations are met but with acceplable toleable evrors 1 Poor all expectations are entively unmet (no accomplishment) Service Criteria Rating \ 5 4°30 2 4 4. Responsiveness and timeliness (bilis ng pagtrabaho} (Needsipuipose altended property and promptly) Cy O06) CV 09 ». FacilityOttice (pasiligadtopisina) (Accessibity of location, availabilty of facity for PWD, senior citizen, pregnant women, safe, clean, orderly, comfortable and with approprate signage dwection) §( ) ( ) ( ) ( ) ( ) ©. Quality (katidaa) (Complete, accurate and proper information on the requirements; available and organized documents, clanty of mstructinsibrefings rendered} Cr Over FO) 4. Frontliners (empleyadong nakatalaga) (Availabity of employee in-ctiarge, knowledgeable, courteous, trenaly, and Accommodating service prowaers Crd ed) Ce) Comments/Suggestions(Mga komento/mungkahi) to help improve our services Signature (Lagda) THANK YOU ! Feo oo eta Revised 2019 7" Edition 7 7 2 / A t ¢ { 4 1,