Frequently Asked Questions
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Water Service
Connection (WSC) -
Billing
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Meter-related
Concerns -
Payments
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Water Efficiency Tips
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Illegal Connection
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Senior Citizen Discount
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Paperless Billing
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New Water
The owner of the property where the service connection will be installed, or his/her authorized representative, may file the application at any Maynilad Business Area (BA) office. Customers may also apply via the Maynilad Hotline (1626 for Metro Manila and 1800-1000-92837 for Cavite customers), email ([email protected]), or through the assigned Zone Specialist in their area.
Below are the initial documentary requirements upon application. Other required documents shall be determined based on the recommendation of our Maynilad representatives.
For Privately Owned properties
- Transfer Certificate of Title (“TCT”) or Deed of Sale or Contract to Sell (original and photocopy) covering the property where the water service connection will be installed
For open/ depressed communities
- Certification from the National Anti-Poverty Commission or any authorized government agency including the following:
- National Housing Authority
- Urban Poor Affairs Office (Certified True Copy)
- Social Housing Finance Corporation
- Valid Government-issued ID with three specimen signatures
- Tax Identification Number
Water service connections are disconnected by Maynilad for the following reasons:
• Failure to pay on or before the due date
• Presence of illegal connection
Yes, the registered Maynilad customer may request for temporary disconnection of water service (based on reasonable grounds) at any Maynilad Business Area office. They may also submit their request via the Maynilad Hotline (1626 for Metro Manila and 1800-1000-92837 for Cavite Customers), email ([email protected]), or through the assigned Zone Specialist in their area.
If there is still an outstanding balance, the customer must first submit a proof of full payment at any Maynilad Business Area office before the temporary disconnection is implemented.For disconnected accounts, a Request to Accept Payment (“RAP”) form will be given, which reflects the total amount to be paid inclusive of the following fees:
- Full payment of unpaid bills (includes under-collection and miscellaneous charges)
- Re-opening fee is between ₱251.25 to ₱253.28. You may coordinate with the Business Area office that handles your account for the exact amount.
Yes, the Guaranty Deposit will be given to the registered Maynilad customer, as long as the account has no outstanding balance.Please submit a request letter together with your official receipt for the processing of the Guaranty Deposit refund. All requests are subject for approval.
For a Temporarily Closed water service, the reconnection fee is between ₱251.25 to ₱253.28. You may coordinate with the Business Area office that handles your account for the exact amount. This is subject to regulatory price adjustment.For Permanently Closed water service, the prevailing fees for new water service connection application shall be applied and are subject to price adjustment.
Reconnection of water service connection will take place within 24 to 48 hours after posting of payment.Note that the TOTAL AMOUNT DUE must be fully paid, including the reconnection fee, for the service to be reconnected.
To report leaks, please call the Maynilad Hotline 1626. You may also send a message through our text line 0998-8641446 or our official social media channels.
Immediately report such incidents to the Maynilad Hotline 1626. You may also send a message through our text line 0998-8641446 or our official social media channels.
For stolen meters, please call the Maynilad Hotline 1626 within 24 hours upon discovery of the incident. Secure a police / barangay report and submit it to any Maynilad Business Area office or email it to [email protected] within 24 hours.
The replacement of stolen meter/s shall be free of charge. The replacement of meters stolen or lost for a second time (or more) shall be charged to the account of the registered customer.Among the possible reasons for abrupt increases in water billings are:
- Higher water consumption due to increase in number of users under the account
- A leak after the water meter
- Unmonitored excessive usage or consumption
- Defective water meter (Note that a defective meter may also result in under-billing)
A water bill will be computed based on average consumption in the following instances:
- The meter reader is unable to read your water meter for various reasons (e.g., the meter is obstructed or has been stolen at the time of reading).
- The meter reading is doubtful, as it may be due to a defective or tampered meter.
- The meter was determined to be defective or is suspected to be defective.
Customers may still receive a Notice of Disconnection after having paid their bill if there is a remaining unpaid amount from the previous billing or if the payment was made after the due date. You may disregard the Notice of Disconnection if full payment has been made.
There are two possible reasons why your bill still reflects an unpaid amount even after you have already settled your payment:
- You may have settled your balance after the due date.
- Your payment may have been erroneously posted to another account (check the payment receipt to see if the correct account was inputted).
Please check this link to find out how much are the minimum charges per customer classification:
If you wish to contest your water bill, you may call the Maynilad Hotline 1626, send a private message to Maynilad’s Facebook page () or Twitter account (), visit any Maynilad Business Area office, or contact the assigned Zone Specialist in your barangay.Note that partial payment of the contested bill must be made upon filing of the complaint. A protested bill shall be partially paid based either on the previous month’s billing, or equivalent to 50% of the amount of the bill being protested, whichever is lower.
In the event of multiple bills being protested, the partial payment should be equivalent to 30% of the total amount of protested bills or the amount of the last valid bill multiplied by the number of bills being protested, whichever is lower.
Please note that water bills are considered valid if no complaint is filed within 60 days upon the generation of the bill.There may be a leak in your plumbing system.To check for leaks, close all water outlets inside your property and observe your water meter. If the water meter continues to move then there may be an underground leak within your water/plumbing system. Contact a plumber who can investigate and fix the leak.
Your meter may be defective. Please call the Maynilad Hotline 1626, or send a private message to the Maynilad Facebook page () or Twitter account (), or visit the nearest Business Area office, or talk to the assigned Zone Specialist in your area so we can investigate.
Yes, but there will be corresponding meter charges for a customer-initiated request for meter replacement. After the request is raised, Maynilad will conduct the necessary meter testing to determine if the meter has any functional issue.
Yes, you may settle your bill at any of our accredited payment channels even without the hard copy of your SOA. Please just make sure to provide the correct Contract Account Number (CAN) to avoid erroneous posting of your payment.
You may also enroll your account in the My Water Bill portal () so you can easily access your SOA online.Yes, our accredited payment partners will accept your payment even if your water bill reflects a Notice of Disconnection.
Our accredited payment partners are authorized to accept your payment even if your water service has been disconnected. Please make sure to pay the full amount of the unpaid bills and the re-opening fee.
Yes, our accredited payment partners accept check payments. However, you will be required to bring your latest Statement of Account for check payments.
Overpaid amounts shall be credited to succeeding water/sewer bills.
Potable water is a finite resource, so it is important to preserve it through responsible and efficient consumption. Here are some simple things we can practice daily to avoid water wastage and, at the same time, help to manage increases in our water bill.
The Republic Act 8041 prohibits any malicious acts that can injuriously affect the quantity and quality of water such as, but not limited to, the following provisions of its Implementing Rules and Regulations:
- Installing by-pass connections
- Double or more than one tapping
- Illegal change of service pipe
- Illegal change of size of service pipe
- Illegal installation of public faucet
- Illegal re-opening of water or sewer service connection
- Illegal separation of tapping of additional water service connection
- Illegal tapping to sewer manhole
- Illegal transfer of location of tapping of water or sewer service connection
- Illegal transfer of registered service to another property
- Illegal dismounting of meter
- Reversing connected meter
- Selling of water
- Tampering of service valve
- Tampering of water meter
- Unauthorized use of booster pump
- Unauthorized use of stub-out water or sewer connection
- Unauthorized water or sewer main extension
- Unauthorized or unregistered connection of water or sewer service
- Use of unregistered additional water or sewer service connection
Aside from imposing under-collection charges as penalty for violation of RA 8041, the following provisions in the Implementing Rules and Regulations shall be charged to the offender if no settlement has been made, or after the Notice of Final Demand has been served:
- Imprisonment of six months to two years and a fine not exceeding double the amount of the value of the water stolen or the value of the damaged facilities;
- If the offender is assisted in the commission of the crime by a plumber, officer or employee of the concerned water utility, the said employee, officer or plumber shall be punished by imprisonment of two years to six years.
- When the water stolen by the offender is resold or extended for profit, the offender will be punished by imprisonment of six years to 12 years.
- Permanent disconnection of water service connection and termination of water service contract.
Any senior citizen who is the registered owner of a Residential or Semi-Business Maynilad account, and whose monthly consumption does not exceed 30 cu.m., can apply for the SC discount. The customer will not be given this discount for the months when the account consumes more than 30 cu.m.
- Only one senior citizen per account can avail of the discount.
- If the account is not under the name of the senior citizen, the customer can still apply for the discount, subject for checking and approval of the Maynilad Zone Specialist. The senior citizen will start benefiting from the discount one year after the approval of the application.
For Residential and Semi-Business customers, the discount is 5% of the Basic Charge.For the accounts listed below, the discount is 50% of the Basic Charge:
- Senior Citizen Centers accredited by the Department of Social Welfare and Development
- Residential care/group homes that are government-run, or organized and operated by non-profit, non-stock, domestic corporations primarily to promote the well-being of abandoned, neglected, unattached or homeless senior citizens.
The senior citizen or his/her representative should submit the following documentary requirements to the Maynilad Business Areas (BA) or Zone Specialist in charge of the account:
- Accomplished application form (the form is available at any Maynilad BA office).
- Original Senior Citizen ID (must be issued by the Office of the Senior Citizens Affairs)
- One photo copy of the Senior Citizen ID
- Maynilad Statement of Account
- Special Power of Attorney executed by the senior citizen in favor of the authorized representative (if the senior citizen cannot visit the BA).
- The discount is valid for one year or 12 months.
- If you wish to continue availing of the discount, the senior citizen or the representative must apply for the renewal two months before the expiration of the discount.
It is a program that gives Maynilad customers the option to receive an Electronic Statement of Account (e-SOA) instead of the physical copy of their SOA.
- It removes the need for physical contact with meter readers to get your hard copy SOA, thus preventing possible COVID-19 transmission.
- It allows customers to access their e-SOA anytime, anywhere.
- It makes the tracking and monitoring of previous e-SOAs easier and more convenient.
- It eliminates chances of losing or misplacing your water bill.
- It provides an option to get bill notifications via SMS and/or email.
- It reduces paper consumption and is, thus, environment-friendly.
Either the registered owner or the tenant/occupant can enroll in the program. One enrollee per account will be allowed.
Customers with as of October 22, 2021
All customers with as of October 22, 2021 will be pre-enrolled in the program, thus they will stop receiving a printed SOA starting with their November 2021 billing.These customers will receive SMS and email notifications regarding the pre-enrollment. Those who are not interested to enroll in the program may opt out. Just text MAYNILAD<space>OFF<space>PAPERLESS<space>CONTRACT ACCOUNT NUMBER send it to 09191626000.Note: If the customer decided to opt out less than three working days before their reading date, the customer will still be automatically enrolled in the program. The unenrollment will only take effect in their December 2021 billing.
Customers who will create starting October 23, 2021 onwards
Enrollment can be done via SMS once the account has been validated.To enroll, just follow the syntax below and send it to 09191626000.
MAYNILAD<space>ON<space>PAPERLESS<space>CONTRACT ACCOUNT NUMBER
Other customers
You may contact us through any of the following channels and provide your name, Contract Account Number (CAN), mobile number, and email to enroll in the program.
- Maynilad Hotline 1626 (Metro Manila) or 1-800-1000-92837 (Cavite Province)
- Official Maynilad Facebook page (/MayniladWater) or Twitter account (@maynilad)
- Maynilad Email: [email protected]
- Maynilad Business Area (BA) Offices
- Maynilad Zone Specialists
- Maynilad Website (http://bwgdh.com/contact-us/)
Only the customers who will register to starting October 23, 2021 will still need to register. If you have portal account on or before October 22, 2021, you will be automatically enrolled to Paperless Billing Program. Please see item number 4 for the details.
The activation will take effect on your next reading schedule after your application has been approved. This means that you will start receiving the e-SOA in the next billing cycle, or one month after your application was approved. Note that once the application for the Maynilad Paperless Billing Program is activated, you will no longer receive a hard copy of your water bill.
Enrollment Scenario 1: Customers with validated My Water Bill portal account on or before October 22, 2021.
Date of automatic pre-enrollment in Paperless Billing Program: October 22, 2021
Reading Schedule: November 2, 2021
Activation of Paperless Billing enrollment: November 2021 SOA (customer will no longer receive a hard copy of bill)
Enrollment Scenario 2: Customers who enrolled via SMS, BA offices or Contact Center
Date of enrollment in Paperless Billing Program: November 5, 2021
Reading Schedule: November 20, 2021
Activation of Paperless Billing enrollment: November 2021 SOA (customer will no longer receive a hard copy of their SOA)
Enrollment Scenario 3: Customers who enrolled via SMS, BA offices or Contact Center
Date of Enrollment in Paperless: November 15, 2021
Reading Schedule: November 10, 2021
Activation of Paperless Billing enrollment: December 2021 SOA (customer will no longer receive a hard copy of their SOA)
The e-SOA will be available in the My Water Bill online portal, or will be sent via email or SMS (for customers who opt to receive it via these channels) one (1) day after the meter reading.
There will be no cause for concern, as any data and information collected from customers during the process of enrollment are subject to Maynilad’s Data Privacy Policy. Visit this link to know more: http://bwgdh.com/privacy-policy/
Customers may reach us via the following channels to know more about the Maynilad Paperless Billing Program:
- Maynilad Hotline 1626 (Metro Manila) or 1-800-1000-92837 (Cavite Province)
- Official Maynilad Facebook page (/MayniladWater) or Twitter account (@maynilad)
- Maynilad Text Hotline: 0998-8641446
- Maynilad Email: [email protected]
- Maynilad Website (http://bwgdh.com/contact-us/)
- Maynilad Business Area (BA) Offices
- Maynilad Zone Specialists
New Water is the potable water supply that is produced after used water from households passes through Maynilad’s rigorous treatment process to become drinkable.Maynilad is moving towards potable water reuse in a bid to boost available supplies given the growing demand for water, as well as the strain on existing raw water sources due to the impact of climate change.
It refers to the recycling of used water for drinking purposes.Used water from households is typically collected, cleaned in Sewage Treatment Plants (STP), and discharged into receiving bodies of water. But with potable reuse, this “treated used water” discharged by STPs is not released into rivers or creeks; rather, it goes through a second treatment plant for a more rigorous purification process.The output of this process is New Water, which can be used for drinking as it already passes the Philippine National Standards for Drinking Water (PNSWD).
Maynilad has been looking into potable water reuse since 2019 when a water crisis affected Metro Manila and reinforced the fact that we cannot rely solely on Angat Dam. This is also why Maynilad has been tapping alternative sources, such as Laguna Lake.Tapping used water as a supply source will further expand our options, especially when existing sources are compromised by drought or typhoons. Hence, it will help to enhance water security, reliability and sustainability.
Drinkable water is a limited resource. With the growing population’s increasing demand for water plus the strain on existing sources due to pollution and climate change effects, there is a need to consider using previously untapped sources—including treated used water—to augment available supplies for drinking. It will also help reduce over-reliance on existing sources like the Angat Dam and Laguna Lake, which can be affected by droughts or typhoons that, in turn, affect the availability of water supply.By including treated used water to the list of alternative raw water source options, Maynilad will have enhanced capability to produce more water whenever existing supplies run short.
Reusing water helps to conserve resources (e.g., energy and chemicals) since the process of extraction, treatment and disposal is minimized. Tapping reused water will also reduce reliance on deep wells for alternative supply, which will ultimately help with the replenishment of groundwater systems, thus avoiding land subsidence and saltwater intrusion in underground aquifers.Recycling and reuse are central to a circular economy approach, which involves maximizing resources to address crises on climate, biodiversity and pollution.
The used water that Maynilad collects from households passes through its STPs where it undergoes a series of treatment processes (e.g., Screening, Aeration, Biological Nutrient Removal, Sedimentation, Ultraviolet Disinfection, etc.). The resulting “treated used water”—which meets the General Effluent Standards of 2021 set by the Department of Environment and Natural Resources (DENR)—will not be discharged to nearby rivers and creeks. Instead, it will be stored in a tank and put through Maynilad’s new Modular Treatment Plants (ModTP).These ModTPs use advanced physical and chemical treatment technologies to convert the treated used water from STPs to New Water. Its treatment processes include Pressurized Media Filtration, Ultrafiltration, Reverse Osmosis, and Chlorine Disinfection. Treated used water that passes through this purification process is converted into water supply that meets the 2017 Philippine National Standards for Drinking Water (PNSDW).The New Water will thereafter be fed into the distribution system where it will blend with the standard drinking water produced by Maynilad’s La Mesa Treatment Plants.
It is also possible to draw water directly from rivers and treat that supply for drinking. However, purifying the treated used water from STPs makes more economic sense.Most rivers receive not only treated discharges from STPs. Effluents from various sources—including industrial waste, garbage secretions, untreated runoffs, etc.—end up flowing into rivers, affecting the actual quality of the raw water. Since every unchecked discharge into the river will affect its raw water quality, using the river directly as source of drinking water will make the treatment process more difficult. The ModTP would have to constantly adjust its process to remove any new pollutant that affects the river’s water quality. So while the ModTP can still produce PNSDW-compliant supply, the volume output may be considerably reduced as a consequence.In contrast, the treated used water that STPs produce consistently meets the General Effluent Standards of 2021 set by the DENR. The quality parameters are controlled and less variable compared to river water. Treating this supply to higher PNSDW standards would be easier, enabling the ModTP to maintain consistent volume output.
Yes. Used water from households goes through a rigorous treatment process in STPs, and is again subjected to higher purification processes for full conversion to potable form. Maynilad’s ModTPs are equipped with advanced treatment technologies that can purify raw water from any source, making it compliant with PNSDW, which is among the more stringent drinking water standards in the world.Maynilad partnered with the local health offices of several local government units, as well as with the relevant government agencies such as the Department of Health (DOH) and the Metropolitan Waterworks and Sewerage System (MWSS), to ensure that the output of its ModTPs pass the Potability Test and is therefore fit for human consumption.“New water” is subject to the same strict regulations, monitoring, and assessments as standard drinking water sourced from Angat Dam and Laguna Lake.
Maynilad would be the first in the Philippines to do so. However, converting used water to potable supply is already being done in other countries. Namibia, South Africa, and portions of the United States implement “direct potable reuse”, similar to what Maynilad intends to do. Other countries such as Belgium, Singapore, United Kingdom, Australia, and some parts of the U.S. adopt “indirect potable reuse” through groundwater recharge and surface water augmentation.Specifically, Maynilad benchmarked with Namibia and Singapore before its move to tap treated used water for drinking. Namibia is the pioneer in developing potable supply from reused water, having done this initiative since 1968. Its Windhoek City is currently getting 24% of its drinking water from this source. Singapore—an island city state with little water supply—produces NEWater to meet water demand. NEWater now supplies around 40% of its drinkable and non-drinkable water.
Maynilad has been conducting a series of social acceptability tests and public consultations involving residential and commercial customers, local government units, and government agencies including the DOH, DENR, MWSS, and National Water Resources Board (NWRB). This is to ensure that New Water will be acceptable to consumers. Based on the results of our initial social acceptability test, residential and commercial customers of Maynilad have expressed willingness to use New Water after seeing the product water and understanding the idea behind it.
Below are the comparative quality parameters. This data shows that Maynilad’s New Water meets requirements set by the PNSDW and is comparable with the drinking water supply produced by the LMTP.
In the second half of 2022, Maynilad will initially produce around 10 MLD (million liters per day) of New Water from a ModTP that will get raw water from its Parañaque Water Reclamation Facility. This 10 MLD will be fed into the distribution system for blending with the standard drinking water produced by Maynilad’s La Mesa Treatment Plants. This blended supply will be conveyed to Barangays San Dionisio and San Isidro in Parañaque City, which are the areas nearest to the ModTP location.These barangays will benefit from the additional supply, as it will improve water availability in the area.
Since treated used water is a reliable raw water source, and Maynilad has the technology to convert it to PNSDW-compliant supply, it will eventually form part of the company’s alternative raw water sources.
There will be no impact on the customers’ current water bill. Whatever the raw water source—be it Angat Dam, Laguna Lake, or treated used water—the standard water tariff rates will apply.
