CITIZEN’S CHARTER

1. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333-2025 Fax No. (088) 333-2025 E-mail:balingasag_wd@yahoo.com CITIZEN’S CHARTER

2. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333-2025 Fax No. (088) 333-2025 E-mail:balingasag_wd@yahoo.com TABLE OF CONTENTS Vision…..............................................3 Mission……………………………………..4 Performance Pledge…………………….5 Feedback & Redress Mechanism…….8 List of Frontline Services………….....10

3. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333-2025 Fax No. (088) 333-2025 E-mail:balingasag_wd@yahoo.com VISION “Utilizing standardized technology and organizational structure to excel in giving quality services to the community as a Water Provider.”

4. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333-2025 Fax No. (088) 333-2025 E-mail: balingasag_wd@yahoo.com MISSION “Enriching people’s lives by enabling every household to access safe, reliable, adequate and potable drinking water; and ensure to meet the ever increasing demand of water supply within the vicinity.”

5. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333-2025 Fax No. (088) 333-2025 Email:balingasag_wd@yahoo.com PERFORMANCE PLEDGE We, the officials and employees of the Balingasag Water District, commit to perform the following: WATER DISTRICT W-WISE We look to serve the public fairly and at all times seek to have a good judgment in order to foster open and balanced relationship. A-Accessible More service expansions projects, so that the remote areas and unserved barangays can access the water supply. T-Timely Respond immediately to the needs of our concessionaires, hence we are open from Monday to Friday, from 8:00 a.m. to 5:00 p.m. with no noon-break

6. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333-2025 Fax No. (088) 333-2025 E-mail: balingasag_wd@yahoo.com E-Environmentally sound To remain conscious of our responsibilities towards the environment. R-Responsible As public servants, we will do our part to improve customer care in an honest and respectable way. D-Dedication We are deeply committed to do our task and duties selflessly to safeguard both the public and employees’ interest. I-Integrity We seek to deliver values by maintaining trust and confidence in the public service. S-Service We are committed for quality and excellent services to the community. T-Teamwork To cooperate in the areas of common interest with a view to help each other for the good public of service.

7. R-Reliability To perform our duties consistently and assure our concessionaires of safe and potable water. I-Innovative Continually improve the quality of our services by providing the latest, relevant information and knowledge to customize the needs of the concessionaires. C-Conservation Promote public awareness for conservation of water through best possible methods and tools. T – Transformation The district aimed to transform and change for the better to make use of resources and technology in striving for continuous improvement in public service. All these we pledge, Because YOU deserve no less.

8. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333-2025 Fax No. (088) 333-2025 E-mail: balingasag_wd@yahoo.com Feedback and Redress Mechanisms In order to serve you better, 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 at the Mamamayan Muna Drop Box, 2. Send your email to balingasag_wd@yahoo.com

9. BALINGASAG WATER DISTRICT Feedback and Redress Mechanism 3. Fax or Call (088) 333-2025 4. Text or Call (0936)-726-6579 5. Hand Held Radio: 24 hrs/7 days a week 14mhz-305 6.Talk to our OFFICER OF THE DAY If you are not satisfied with our service, your written or verbal complaints shall immediately be attended to by the Officer of the Day at Complaint/Information Desk. THANK YOU for helping us continuously improve our water services.

10. Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333-2025 Fax No. (088) 333-2025 E-mail: balingasag_wd@yahoo.com LIST OF FRONTLINE SERVICES

11. LIST OF FRONTLINE SERVICES

12. BALINGASAG WATER DISTRICT • NEW WATER SERVICE CONNECTION • Schedule of Availability of Service • Monday – Friday • 8:00 am – 5:00 pm • WHO MAY AVAIL OF THE SERVICE: New Water Service Connection Applicants • WHAT ARE THE REQUIREMENTS : • Pre-Installation Seminar every Friday at 10:30-12:00 noon • Fill out and submit Service Connection Application Form in three (3) sets • Proof of Ownership (Title, Tax Declaration, Deed of Sale, Lease Contract & Affidavit of Consent) • Barangay Certification • Residence Tax Certificate (Cedula) • Plumbing Plan • Notarized Service Connection Application Form • Duration : 2 days, 4 hours & 35 min. • HOW TO AVAIL OF THE SERVICE :

13. BALINGASAG WATER DISTRICT NEW WATER SERVICE CONNECTION Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm

14. BALINGASAG WATER DISTRICT METER READING & DISTRIBUTION OF WATER BILLS TO THE CONCESSIONAIRES Schedule of Availability of Service Monday – Sunday 6:00 am – 6:00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaries WHAT ARE THE REQUIREMENTS : None DURATION : 11 Hours & 13 min. HOW TO AVAIL OF THE SERVICE :

15. BALINGASAG WATER DISTRICT WATER BILLS COLLECTION and OTHER PAYMENTS Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Water District Concessionaries WHAT ARE THE REQUIREMENTS : Water Bill DURATION : 6 Min. HOW TO AVAIL OF THE SERVICE :

16. BALINGASAG WATER DISTRICT Request for Temporary Shut off Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All active Concessionaires WHAT ARE THE REQUIREMENTS : Water bill DURATION : 2 Hours & 41 min. HOW TO AVAIL OF THE SERVICE :

17. BALINGASAG WATER DISTRICT Request for Temporary Shut off Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm

18. BALINGASAG WATER DISTRICT RECONNECTION OF DISCONNECTED WATER SERVICE LINE Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : 1.Those concessionaries whose water service connection is disconnected due to non-payment of water bill 2.Those who requested for temporary disconnection/shut-off DURATION : 1 Hour & 30 min. WHAT ARE THE REQUIREMENTS : Full payment of Arrears/unpaid accounts and reconnection fee HOW TO AVAIL OF THE SERVICE :

19. RECONNECTION OF DISCONNECTED WATER SERVICE LINE Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm

20. BALINGASAG WATER DISTRICT RELOCATION OF WATER METER WITHIN THE SAME AREA Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaires WHAT ARE THE REQUIREMENTS : None DURATION : 1 day, 4 hours & 40 min. HOW TO AVAIL OF THE SERVICE :

21. BALINGASAG WATER DISTRICT COMPLAINT ON HIGH CONSUMPTION AND ADJUSTMENTS Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaires with high consumption WHAT ARE THE REQUIREMENTS : Current water bill DURATION : 1 Day,2 hours & 20 min. HOW TO AVAIL OF THE SERVICE :

22. BALINGASAG WATER DISTRICT ATTENDING CONCESSIONAIRES COMPLAINTS/SERVICE ORDERS (IN-HOUSE COMPLAINTS) Schedule of Availability of Service Monday – Saturday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All active concessionaries WHAT ARE THE REQUIREMENTS : None DURATION : 2 Days, 4 hours & 20 min. HOW TO AVAIL OF THE SERVICE :

23. ATTENDING CONCESSIONAIRES COMPLAINTS/MAINTENANCE ORDERS (BWD Side) Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All active concessionaries WHAT ARE THE REQUIREMENTS : None DURATION : 4 hours & 15 min. HOW TO AVAIL OF THE SERVICE :

24. BALINGASAG WATER DISTRICT CHANGE OF CONCESSIONAIRE’S NAME Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaires WHAT ARE THE REQUIREMENTS : 1. Letter Request 2. Death Certificate or Deed of Sale 3. Barangay Certification 4. 4. Application Form DURATION : 30 Min. HOW TO AVAIL OF THE SERVICE :

25. BALINGASAG WATER DISTRICT CHANGE OF CONCESSIONAIRE’S NAME Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm

26. BALINGASAG WATER DISTRICT REQUEST FOR PAYMENT EXTENSION Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaires with Arrears WHAT ARE THE REQUIREMENTS : Current Water Bill DURATION : 18 Min. HOW TO AVAIL OF THE SERVICE :

27. BALINGASAG WATER DISTRICT PROCESSING APPLICATION FOR SENIOR CITIZEN’S DISCOUNT Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All Senior Citizen who are concessionaires for a period of one year WHAT ARE THE REQUIREMENTS : Senior Citizens ID Card (Photocopy), Water bill, Filled-up application form DURATION : 18 Min. HOW TO AVAIL OF THE SERVICE :

28. BALINGASAG WATER DISTRICT REQUEST FOR METER TESTING (ACCURACY TEST) Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE : All active Concessionaires WHAT ARE THE REQUIREMENTS : NONE DURATION : 6 Hours & 48 min. HOW TO AVAIL OF THE SERVICE :