The Regulatory Office (RO) of Metropolitan Waterworks and Sewerage System (MWSS) is still closely monitoring consumer complaints being made against Maynilad Water Services Inc. and Manila Water Company Inc. especially now that Metro Manila is now back to stricter COVID-19 lockdown.
This was more than two weeks since MWSS RO has issued show cause orders or notice to explain to these firms over “alarming number” of complaints made against them by their respective customers over surge in water bills over the past months.
MWSS Chief Regulator Patrick Ty said that over the last two weeks, MWSS RO is still receiving a few complaints regarding water billings.
"We are still receiving a few compared to before but I think it's related to the previous months," Ty said. "All of these complaints are now being reviewed by our Customer Service Relations Area."
Nevertheless, Ty said the complaints went down already compared to about 400 billing complaints MWSS RO recorded from the concessionaires’ customers since June.
MWSS RO is currently reviewing and evaluating the explanation it asked from Manila Water and Maynilad for these previous complaints.
The explanation should also convince MWSS RO why these two companies should not face penalty for allegedly violating certain measures that the government had put in place in June to make sure that consumers will get a fair water bill during the pandemic.
“They sent a reply letter already. It's being studied and evaluated then will be verified by the RO,” Ty said.
To recall, prior to the resumption of the concessionaires’ read-and-bill operations in June, MWSS RO has installed various measures to mitigate the impact of COVID-19 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.
“As evidenced by the surge of billing complaints monitored and investigated by the agency, both Concessionaires have been ordered to explain their noncompliance to agreed directives,” Ty said.
One of the MWSS RO directives that Manila Water and Maynilad allegedly failed to observe is to verify the consumption patterns of customers, check for irregularities, and automatically withhold any Statement of Account (SOA) with observed significant deviation from these patterns for further investigation and necessary adjustment.
Both companies also failed to “communicate effectively, and in a timely manner, all information regarding the directives to customers and concerned stakeholders,” Ty earlier said.
Manila Water and Maynilad both denied in separate statements negligence over these complaints.