FRONTLINE SERVICES

 

FRONTLINE SERVICE NO. 1 - INSTALLATION OF NEW SERVICE CONNECTION

Schedule of Availability of Service :

Monday to Friday,  8:00 AM - 5:00 PM

Saturday 8:00 AM to 12:00 PM

 

Who may Avail of the Service:

Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc, provided they are within the service area of PrimeWater - Ilocos Norte who want to have a safe and potable water at a very reasonable cost.

What are the Requirements:

  • Fully accomplished Service Application Form
  • Photocopy of Identification Card such as postal ID, voter's ID, Senior Citizen's ID and others.

Fees:

Installation Fee 1/2 " GI Pipe - P 2,500.00
Installation Fee 3/4 " GI Pipe - P 2,750.00
Installation Fee 1 " GI Pipe - P 3,000.00
The concessionaire should also shoulder the cost of plumbing materials and labor needed from tapping service to inside installation (Amount varies)

 

For more information and for water service applications, visit our office at Ermita Hill, Laoag City, Ilocos Norte or Call us at (077) 772-0985 and (077) 771-4814 (Landline) or 0917-865-1430 and 0999-997-7656 (Mobile). We will be more than happy to serve you.

STEP
APPLICANT/ CONCESSIONAIRE
SERVICE PROVIDER
DURATION OF ACTIVITY
PERSON IN CHARGE
1
Proceed to the Customer Service Representative of PrimeWater Ilocos Norte and apply for New Connection thru: computer generated system
Input the information detail of the applicant and give briefing on the service and requirements for installation. Evaluate arrear records of applicant, if any.
15 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho

2
Accomplish the Service Application form and other requirement such as (1) photocopy of valid ID's / Sketch of the location / Authorization letter, if needed.
Receive the Service Application Form and inform the concessionaire to return after the inspection of the service area.
5 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho

Inspect the service area, determine water adequacy of the applied connection,
estimate the materials needed and the amount to be paid.

Advise the applicant to
secure excavation permit from the City/Municipal Engineering Office if necessary.

1 hour

Territory Officer

3
Pay the required fees/charges to the PrimeWater Teller as
determined by the Investigator (Territory Officer)
Issue Official Receipt to client
5 minutes
Rodessa Anne S. Dizon
Forward SAF to the:
a) Customer Service Representative for recording and;
b) Customer Service Department Head for approval
10 minutes
Client
Forward the duly approved SAF to the Engineering (Territory or Water Supply)
Department for tapping of the new water service connection.
5 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho
Tap/install water connection
1 to 7 days
Territory or Water Supply Personnel

 

 

 

FRONTLINE SERVICE NO. 2 - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT

Schedule of Availability of Service:
Monday to Friday, 8:00 AM - 5:00 PM,
Saturday, 8:00 AM - 12:00 NN

 

Who may Avail of the Service:

Concessionaires of PrimeWater within the service area who consume water service and who opt to pay their bills at the PrimeWater office.

What are the Requirements:

  • Water bills

Fees:

Depending on existing water rates and bill receipt.

STEP

APPLICANT/ CONCESSIONAIRE

SERVICE PROVIDER

DURATION OF ACTIVITY

PERSON IN CHARGE

1


Proceed to the PrimeWater Teller's booth
and present / give monthly billing
statement of Account to the
Cashiering Assistant.

Receive monthly billing Statement of Account as basis for
collecting payment and issuance of Official Receipt

3 to 15 minutes
depending on the
number of
SOA per concessionaire

Rodessa Anne S. Dizon

2


Receive Official Receipt

Issue Official Receipt

3 minutes

Rodessa Anne S. Dizon

 

 

 

 

FRONTLINE SERVICE NO. 3 - MAINTENANCE SERVICES

(Repair of Water Service Line, Leakages, Defective Meters/Valves, High Consumption, etc.)


Schedule of Availability of Service:


Monday to Friday, 8:00 AM - 5:00 PM
Saturday, 8:00 AM - 5:00 PM

 

 

Who may Avail of the Service:

Concessionaires within the service area of INWD who have complaints on:

a. leakages
b. low pressure
c. high consumption
d. no water
e. dirty water
f. defective meters and valves

What are the Requirements:

  • Accomplished Maintenance Order

Fees:

  • Depending on plumbing materials needed.

STEP

APPLICANT/ CONCESSIONAIRE

SERVICE PROVIDER

DURATION OF ACTIVITY

PERSON IN CHARGE

1

Proceed or call the
Customer Service Frontliner of
PrimeWater Ilocos Norte.
File a complaint and ask for assistance

Prepare Ticket / Job Order
for inspection.

5 minutes

Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho

Inspect the reported complaint and
recommend possible solution.

1 hour


Territory Officer

 

 

 


Forward Ticket / Job Order to
Engineering (Territory or Water Supply)
Department

1 to 4 hours


Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho

 

 

 

FRONTLINE SERVICE NO. 4 - Water Testing Services

Schedule of Availability of Service:


Monday and Tuesday, 8:00 AM - 12:00 NN (Microbiological, Physical / Chemical Tests

 

 

Who may Avail of the Service:

Concessionaires of INWD / PrimeWater, and the public who wanted to have their water quality tested.

What are the Requirements:

  • Sampling Containers
  • Microbiological Test - sterilized glass bottle with at
    least 250 mL of water sample
  • Physical/Chemical Tests - clean plastic bottle with at
    least 4 liters of water sample

Fees:

  • *Microbiological Analysis
    Bacteriological
  • 1. Presumptive Phase P300.00/sample
    2. Confirmed/Completed Phase P300.00/sample
  • Heterotrophic Plate Count P350.00/sample
  • Physical/Chemical Tests P1,000.00/sample

    HOW TO AVAIL OF THE SERVICE

    STEP

    APPLICANT / CLIENT

    SERVICE PROVIDER

    DURATION OF ACTIVITY

    PERSON IN CHARGE

    1

    Proceed to the Water Testing Laboratory
    and secure Request for Analysis of Water (RAW) Form

    Give the applicant a RAW Form and

    inform him/her of the laboratory fees

    10 minutes

    Jeny A. Barrio
    Jinky A. Calapit

    2

    Submit accomplished form.

    Receive and check Form then advise

    the applicant to pay the corresponding fee(s)

    to the teller/cashier at the Commercial Services Department

    5 minutes

    Jeny A. Barrio
    Jinky A. Calapit

    3

    Pay the required fees/charges.

    Issue official receipt.

    5 minutes

    Rodessa Anne S. Dizon

    Fardin Fionn Mangapit

    4

    Submit water samples and present the official receipt.

    Check receipt, record the OR # and amount paid,

    accept the water samples and advise client

    when to get the laboratory result(s).

    1 minute

    Jeny A. Barrio
    Jinky A. Calapit

     

     

    Tag the water sample(s) with the sample laboratory number(s).

    1 minute

    Jeny A. Barrio
    Jinky A. Calapit

     

     

    Conduct laboratory analysis of the water samples submitted for testing

    4 days

    Jeny A. Barrio
    Jinky A. Calapit

     

     

    Prepare laboratory report(s).

    1 day

    Jeny A. Barrio
    Jinky A. Calapit

    5

     

    Issue of laboratory report(s).

    1 minute

    Jeny A. Barrio
    Jinky A. Calapit

 

 

FRONTLINE SERVICE NO. 5 - Reconnection/Reopening of Water Services / Restore Services Due To Interruptions Such As Power Outage, Minor Service Repair, Transmission and Service Line Leakage



Schedule of Availability of Service:


Monday to Friday, 8:00 AM - 5:00 PM

Saturday, 8:00 AM - 12:00NN

 

Who may Avail of the Service:

Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc provided they are within the service area of PrimeWater who want to reconnect/re-open water services.

What are the Requirements:

  • Fully accomplished Computer Generated Service Application Form
  • Photocopy of Identification Card such as postal ID, voter's ID, Senior citizen's ID and others (one ID only)

Fees:

  • Re-opening fee - P450.00

  • Guaranty Deposit - (2 months average consumption)

  • Back Accounts - (it depends upon previous bill)

  • Attorney's fee - 10% of the current bill

HOW TO AVAIL OF THE SERVICE

STEP
APPLICANT / CONCESSIONAIRE
SERVICE PROVIDER
DURATION OF ACTIVITY
PERSON IN CHARGE
1
Proceed to the PrimeWater Customer Service Frontliner
Accomplish the Water Service Contract Form

Print Job Order for Reconnection / Re-Opening of
Water Service and brief applicant on service and
requirements for re-opening of water connection.
Evaluate arrear records of applicant, if any

15 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho
2
Submit accomplished Water Service Contract Form
together with other requirements such as photocopy
of identification card, authorization letter, if needed
Receive the Water Service Contract Form
and requirements and inform the applicant to return
after the inspection of the service area.
5 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho
Inspect the service area, determine water adequacy
of the applied reconnection and estimate the materials
needed and the amount to be paid. Advise the applicant
to secure excavation permit from the City / Municipal
Engineering office if necessary
1 hour
Territory Officer
3
Pay the required fees/charges to the PrimeWater Teller as determined by PrimeWater (Territory Officer)
Issue Official Receipt
5 minutes
Rodessa Anne S. Dizon

Forward Job Order for Recconection to the:

  • a) Customer Service Frontliner for recording

    b) Commercial Department Head for approval
10 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho

 

Forward the duly approved service application to the Engineering (Territory or Water Supply) Department for reconnection / re-opening of water service connection

 

5 minutes
Ceasar Paul M. Parado
Adela S. Sales
Kristianne Nastassia V. Racho
4

 

Tap/install water connection

 

1 to 3 days
Territory of Water Supply Personnel
5

Restore water service when there are interruptions due to power outage and minor service repair

1 to 2 hours
Territory of Water Supply Personnel
6

Repair Transmission and Distribution Line Leakage

5 to 6 hours
Territory of Water Supply Personnel

 

 

FRONTLINE SERVICES NO. 6 - REVISITING OF THE POLICY ON ILLEGAL CONNECTIONS AND PILFERAGE

 

The General Manager presented to the Body of the Revised Board Resolutions of the District’s Policy on Illegal Connection and Pilferage. The Board thoroughly discussed the salient features and took into consideration the recommendations of management. The board decided to revise the policies to adjust to the needs of the times. After a lengthy discussion, the following resolution was passed.

RESOLUTION NO. 004-08 (CODE 03)
On motion of Director Bertha De Lara, duly seconded by Vice-Chairman Amador Luz, the BOARD;

RESOLVES AS IT HEREBY RESOLVES, that illegal connection as now provided in the Resolutions of the District maybe reconnected under the following conditions in addition to all imposable penalties and or surcharges by reasons of the illegality of the connection as determined under existing policies to wit:

I.Payment of the administrative penalty for illegal connections in the amount of Twenty Thousand Pesos (P20,000.00) .

II.The computation of the cost of water used to be paid, regardless of classification and in addition to the administrative penalty, shall be determined based on the following:

a. For Illegally Re-opened Disconnected/Closed Service Connection
- The consumption shall be based on the highest record consumption reckoned from the time the service connection was closed or disconnected up to the time that the illegal that the illegal or unauthorized re-opening was uncovered.

b. For Unregistered/By Pass Connection.
- The consumption shall be based on the highest recorded consumption multiplied by three (3) years.

c. For Tampered with Water Meters
- The consumption shall be based on the average consumption per capita for the current month multiplied by the number of occupants as determined after investigation and computation shall be reckoned from the time the water meter was determined tampered with and based on the consumption pattern up to the time it was uncovered OR the highest recorded consumption ever whichever is higher.

III. Illegal Connections referred herein shall refer to and shall include the following:

a. Water service connection to the Water Supply System of the Ilocos Norte Water District through which a person derives water supplied by the Water District who has not filed any application for water service connection duly approved by the Ilocos Norte Water District.

b. Water Service Connection with the Water Supply System of the Ilocos Norte Water District with an application filed and duly approved by the Ilocos Norte Water District, but has been disconnected for non-payment of billing and other charges and / or other increments thereof, disconnection upon request of concessionaires and / or disconnected for any reason or reasons but has been illegally re-opened.

c. Duly approved water service connection with the Ilocos Norte Water District, which thereafter has been discovered with a tampered meter; PROVIDED, that TAMPERED METER as used in this number shall refer to and include any matter which has been provided with a by-pass or any gadget, system or instrument or object or subject to any manipulation or to any extent impedes, restricts or retards in any manner the normal operation of the meter.

d. A service connection is limited to only one house building or premises and that the act of giving or allowing connection from his/her premises to another house, apartment, dwelling, etc. shall be considered illegal.

IV. Informers reward shall be 50% of the administrative penalty and shall be given to the informant or discoverer but the reward shall be paid only after the amount of the penalty shall have been finally collected from the offending concessionaires.

PROVIDED, that any policy previously existing, or any part thereof, or any rule or regulation inconsistent with or contrary to the provisions hereof are hereby declared repealed, amended or abandoned accordingly.

FAQs ON THE UNCOVERING / APPREHENSION OF ILLEGAL CONNECTIONS

Q1: WHO SHALL BE AUTHORIZED TO APPREHEND?
A1: An Illegal Connection Uncovering Team (ICUT) shall be formed and composed of the following:
a.) One (1) representative from each Department
b.) Assistance from the Philippine National Police if necessary

Q2: HOW IS INFORMATION HANDLED?
A2:
All reported cases of illegal connections should be forwarded immediately to the Office of the General Manager or informer should report illegal connections directly to the General Manager and that his or her identity should be guarded with strict confidentiality.

Informer shall provide the following:
a.) Name of Violator
b.) Complete address with location sketch
c.) Detailed sketch of the exact location where the illegal connections is installed

Q3: WHAT IS THE PROCEDURE IN UNCOVERING / APPREHENDING ILLEGAL CONNECTIONS?
A3: 1. Inform the violator re: alleged illegal connection
2. The ICUT shall enter the premises where the violation is committed at any reasonable hour of the day as provided for in No. 15 of the Water Service Contract and that the owner / occupant or tenant of the house shall be present to witness the uncovering of the illegal connection.

3. Upon confirmation of illegal connection, pictures video and paraphernalia used by the violator should be taken by INWD as evidences.

4. Service connection of the violator should be immediately cut-off to force the issue.

5. The team leader shall immediately make a report and submit the same to the General Manager for his information and appropriate action.
6. Management shall immediately make an official written notice. The violator shall be given seven (7) days from receipt of such notice within which to appear before management to settle his/her obligations.
7. If the violator fails to settle his obligation within the specified period, a case of water pilferage shall be filed against his/her as provided in Chapter VII, Sec. 31 of PD 198 Protection of Water and Facilities of District and Sec. 8 of RA 8041 Water Pilferage Law.

 

 

 

FRONTLINE SERVICES NO. 7 - INVESTIGATION SERVICES (WATER CONNECTION AND WATER SERVICE RELATED QUERIES)

 

7.1 - INVESTIGATION SERVICES (WATER SERVICES)

Schedule of Availability of Service:

Monday to Friday, 8:00 AM - 12:00 NN & 1:00 - 5:00 PM

 

Who may Avail of the Service:

Concessionaires within the service area of INWD who have service request/complaints related to:

  • High consumption
  • Very low consumption
  • Zero consumption
  • Decrease in reading
  • Re-classification
  • Transfer of Name
  • Re-read
  • No water

What are the Requirements:

  • Accomplished Investigation Order

 

STEP
APPLICANT / CONCESSIONAIRE
SERVICE PROVIDER
DURATION OF ACTIVITY
PERSON IN CHARGE
1
Customer files complaint, reports thru phone or personally

Customer Service Assistant prepares an investigation order / maintenance order indicating therein the date and nature of request.

3 minutes
2
 
Customer Service Assistant records service request on the investigation log book and on the maintenance request form to be forwarded to E&WR Department.
20 minutes
3
Customer acknowledges the inspection and allows the Investigator to enter his/her premises.
Investigator receives and acts on the Investigation request. Records result to log book. Issues maintenance / calibration order if in case the result is pertaining to meter and leakages.
15-20 minutes
4
Customer Service Assistant records the accomplishment of the Tech. Investigator
20 minutes
5

The Division Manager reviews the Customer's Investigation reports and determines those for encoding, for adjustment and for filing, based on the comments / results of the Investigation.
30 minutes

 

7.2 - Investigation Services (WATER CONNECTION)

Schedule of Availability of Service:


Monday to Friday, 8:00 AM - 5:00 PM

 

Who may Avail of the Service:

Concessionaires within the service area of INWD who have service request/complaints about:

  • Transfer of Tapping
  • Relocation of Meter

What are the Requirements:

  • Accomplished Investigation Orde

HOW TO AVAIL OF THE SERVICE

STEP
APPLICANT / CONCESSIONAIRE
SERVICE PROVIDER
DURATION OF ACTIVITY
PERSON IN CHARGE
1
Proceed to the Customer Service Assistant (Front Desk) of INWD Commercial Department

 

2
Our Customer Service Assistant requests all needed personal information from the concessionaire including the sketch of the location as well as the concessionaire's contact number
2 minutes
3
Wait for our Technical Investigator to conduct an inspection on the proposed site of relocation and to estimate the cost of materials needed for relocation

The following day after the filing of request (10 minutes)

4
Get the duly accomplished Maintenance / Relocation Order to CSC
Issues duly accomplished Relocation / Maintenance Order Form including the fees to be paid

The following day after the inspection

(2 minutes)

5

Proceed to the INWD Teller for payment of materials / relocation charges

Issues Official Receipt

2 minutes
6

For review and approval by the Commercial Services Department Manager

1 minute
7

Forward the request to the E&WR Department for relocation / tapping

The following day after payment of relocation / tapping charges

(2 minutes)