OFFICIAL STATEMENT: On show cause order over surge of customer complaints on water bills

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We take all our customers’ concerns seriously and have always strived to respond and resolve these above and beyond regulatory standards.

Based on data gathered from June 1 to July 27, 2020, out of our (1) million customers, only 7% or 73,588 sought clarification on their billing. Of these, 90% were resolved by the call center or by business area frontliners. Only 0.7% of customers, or 7,937, have cases that were endorsed for further handling and of these, 6,246 were verified to have been billed based on actual consumption of customers. There are 379 cases wherein the spike in billing was caused by undetected underground leak in the customers’ plumbing system while only 57 customers had their bills adjusted.

We are confident that we have followed each and every guideline issued by the MWSS-RO on average billing during lockdown and actual billing thereafter as well as installment payments and disconnection grace period.

We are currently preparing the letter of response to the notice to explain issued by the Metropolitan Waterworks and Sewerage System – Regulatory Office (MWSS-RO) on the alleged surge of customer complaints on water bills of their concessionaires. We will be recommending to the Regulatory Office a solution to the remaining .03% of unresolved issues due to after-the-meter leaks. We need the Regulators permission to effect these solutions.


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