Giving the clients immediate answers to their inquiries is a good sign of excellent customer service. A Frequently Asked Questions (FAQs) section is a great way to respond to our customers most common concerns.
These are Frequently Asked Questions and Concerns regarding water service connections, billings, metering and payment.
Water Service Connection Related Concerns
The owner of the property where the service connection will be installed, or his/her authorized representative may file the application at the MNWD business office, 40 J. Miranda Avenue, Naga City, approximately 160 meters away from Naga City Hall.
A. ANY ONE (1) OF THE FOLLOWING PROOF OF OWNERSHIP (photocopy only)
B. IN CASE THE SUBJECT LOT IS NOT TITLED IN THE NAME OF THE APPLICANT, OTHER DOCUMENTARY PROOF OF OWNERSHIP MAY BE PRESENTED
C. NO PROOF OF OWNERSHIP (original copy)
The MNWD will disconnect water service connection for the following reasons:
Yes. You may request to temporarily disconnect your water service connection through a request letter or filled-out Disconnection Form and after any and all water bills and other accountabilities have been fully settled.
A. REGISTERED CUSTOMER IS THE OWNER OR LESSOR OF THE LOT, PROPERTY OR STRUCTURE
ANY ONE OF THE FOLLOWING DOCUMENTS (photocopy only):
B. REGISTERED CUSTOMER TRANSFERS THE UTILIZATION OF SERVICE CONNECTION TO A WILLING PARTY
C. NO PROOF OF OWNERSHIP
*NOTE: The change of registered name shall entail the execution of a new water service contract
To report leaks, please call or text 24/7 hotline numbers:
Trunk line: 473-7813/472-1685
Direct line: 473-2040/ 473-7813
Cellphone numbers: 0919-648-6365 / 0927-463-1859
Our customer service representatives will be glad to be of service to you.
If you suspected that your water meter was stolen, please report to MNWD for verification.
The replacement of the stolen meter shall be charged to the account of the registered customer depending on the acquisition cost of the water meter.
Pursuant to the Expanded Senior Citizens’ Act of 2010, Senior Citizen customers are entitled to a 5% discount in the basic charge.
Terms and conditions:
1. A 5% discount will be granted on the current billing of the registered senior citizen
2. The registered senior citizen must be a resident of the household
3. Monthly consumption should not exceed 30 cubic meters
4. The privilege is granter per residential household regardless of the number of senior citizen living therein
5. Water service registration should be in the name of the registered senior citizen for a period of one (1) year
6. Annual renewal of application is required
Please visit the MNWD office with the following requirements:
Note: Senior Citizen discount can only be availed if payment is made on or before the billing due date.
Water Bill Payments
Yes. Provided you give the correct Customer Account Number or the Registered Customer’s Name to our customer service representative before presenting to the MNWD office cashier.
Yes. Provided you give the correct Customer Account Number or the Registered Customer’s Name to the Payment Collection Representative during our scheduled mobile collection.
Otherwise, an erroneous information will result in a misposting of your payment
No, if you pay in our collecting banks and SM payment center.
Yes. MNWD Office collection will accept your payment even after due dates, provided that the water service has not been disconnected.
Yes. Our authorized collecting banks and SM Naga City payment centers will accept your payment 2 days after the stated due dates in the Billing Notice, provided that the water service has not been disconnected.
*YES. MNWD accepts payment through checks.
*No. Collecting banks and payment centers do not accept check payment.
Overpaid amount shall be credited to your succeeding month’s bill.
There may be a leak in your in-house plumbing installation.
To check for leaks, turn-off all the faucets or water outlets and if the tiny wheel still keeps on spinning there may be underground leaks within your plumbing system. Contact professional plumber to check/investigate your in-house connection-for possible repair.
No. However, if after calibration the water meter is found defective the office will immediately replace it.
Your water meter may be defective. Please report immediately to MNWD 24/7 hotline numbers- 473-2040, 473-7813/472-1685, 0919-6486365/0927-4631859.
Among the reasons for abrupt increases in water billings are:
Assuming that monthly water consumption is zero, the minimum (0-10 cu.m.), billed amount for the different customer classifications are as follows:
|A. Residential/ Institutional||P 125.00|
|B. Commercial/ Industrial||P 250.00|
|C. Commercial A||P 218.75|
|D. Commercial B||P 187.50|
|E. Commercial C||P 156.25|
|F. Bulk/ Wholesale||P 375.00|
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