MWSS to water firms: Explain customer complaints

MANILA, Philippines — Concessionaires Maynilad Water Services Inc. and Manila Water Co. Inc. have been told to explain customers’ complaints on water bills.

The Metropolitan Waterworks and Sewerage System-Regulatory Office (MWSS-RO) served both firms show cause orders in connection with the rising number of complaints.

MWSS chief regulator Patrick Ty said the agency received over 400 billing complaints in the last two months.

As evidenced by the surge of billing complaints monitored and investigated by the MWSS, Ty said both concessionaires must explain their non-compliance with some agreed directives.

These include verification of the consumption patterns of customers, checking for irregularities and automatically withholding any statement of account with observed significant deviation from these patterns for further investigation and necessary adjustment.

Also included is the instruction that concessionaires must communicate effectively, and in a timely manner, all information concerning the directives to customers and concerned stakeholders.

Both concessionaires have to comply with the directives earlier agreed upon.

“Concessionaires are expected to resolve these observed violations, and issue an official explanation within this week,” Ty said.

He said the MWSS-RO is still studying the options should Maynilad and Manila Water fail to comply.

Both firms have yet to issue statements on the show cause order.

During the enhanced community quarantine and modified quarantine periods, meter reading and billing activities were suspended and average billing policy was applied on the bills.

Prior to the resumption of the concessionaires’ read-and-bill operations last month, the MWSS-RO installed measures to mitigate the impact of the pandemic on the financial situation of customers, as well as prevent the potential bill shock that may be experienced once customers receive their water bills.

Meanwhile, customers are advised to escalate billing complaints that remain unresolved to the MWSS-RO customer service regulation area.

The MWSS-RO said it would address all customer concerns regarding the concessionaires’ services, as well as monitor and validate their compliance with the agency’s strategies and directives.

It assured the public that sanctions would be imposed over violations of policies that aim to protect public welfare.