FAQs
Welcome to our Frequently Asked Questions (FAQ) page! This resource is designed to provide comprehensive answers to your most pressing inquiries and to offer deeper insights into our range of services. We invite you to explore the information available here to enhance your understanding and make informed decisions.
1 Who can apply for a new water service connection?
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, email (customer.helpdesk@mayniladwater.com.ph), or through the assigned Zone Specialist in their area.
2 What are the requirements for a new water service connection?
Below are the initial documentary requirements upon application. Other required documents shall be determined based on the recommendation of our Maynilad representatives.
1. Proof of Ownership
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
For corporations/companies:
- Articles of Incorporation or SEC (Securities and Exchange Commission Certificate Permit/Certificate)
- Secretary’s Certification (stating the name of the signatory of the company/corporation)
2. Valid Government-issued ID with three specimen signatures
*For applications processed by a representative, the IDs of both the property owner and the representative are required. The Customer Authorization form must be accomplished and signed by the applicant/owner, to be submitted as a requirement as well. *Click on the link to download a copy of the form.
3. Tax Identification Number
NOTE: The water service connection (WSC) will be placed under the name of the owner. The estimated WSC application fee (within 25 meters) is between ₱10,723.07 to ₱10,757.07 (exclusive of Guaranty Deposit). You may coordinate with the Business Area office that handles your account for the exact amount. Fees may change based on the prevailing tariff rates.
3 Why did Maynilad disconnect my water service?
Water service connections are disconnected by Maynilad for the following reasons:
- Failure to pay on or before the due date
- Presence of illegal connection
4 Can I request Maynilad to temporarily disconnect my water service 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, email (customer.helpdesk@mayniladwater.com.ph), 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.
5 What should I do if my water service connection was disconnected?
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 ₱289 to ₱297.16. You may coordinate with the Business Area office that handles your account for the exact amount.
If you don’t have the RAP form, you may call the Maynilad Hotline 1626, or proceed to any Maynilad Business Area office, or message us on Facebook or Twitter to inquire about the amount to be paid. You may also enroll your account in the My Water Bill portal to check your monthly billings.
Upon posting of the full payment of all the required fees in our system, a reconnection Job Order will be automatically issued for the re-opening of the water service.
6 Upon termination of my water service contract, will my Guaranty Deposit be refunded?
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.
7 How much is the reconnection fee?
For a Temporarily Closed water service, the reconnection fee is between ₱289 to ₱297.16. 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.
8 When will my service be reconnected after paying the total amount due, including the reconnection fee?
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.
9 What do I do if I see leaks before my water meter?
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.
10 Who should I contact if I see an overflowing septic tank or leaks in the sewer line?
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.
11 What should I do if my meter was stolen?
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 customer.helpdesk@mayniladwater.com.ph 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.
1 Why does my water bill increase abruptly?
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, email (customer.helpdesk@mayniladwater.com.ph), or through the assigned Zone Specialist in their area.
2 Why is my water bill computed as average?
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.
3 Why do I get a Notice of Disconnection, even if I have already paid my bill?
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.
4 Why does my bill reflect an unpaid amount which I already settled the previous month(s)?
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).
To validate your payment, send us a copy of your receipt via private message on Facebook (/MayniladWater) or Twitter (@maynilad), or visit any Maynilad Business Area. You may also submit a proof of payment or receipt for validation and correction.
For payments that were erroneously posted by a collection partner, the correction must be made first in order for the payment to be posted on the correct account.
5 What is the minimum amount that Maynilad bills its customers?
Please check this link to find out how much are the minimum charges per customer classification: https://www.maynilad.com.ph/how-to-read-your-water-bill/
6 How do I contest my water billing?
If you wish to contest your water bill, you may call the Maynilad Hotline 1626, send a private message to Maynilad’s Facebook page (/MayniladWater) or Twitter account (@maynilad), 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.
1 Why does the tiny wheel in my water meter continue to spin even though we are not using any water?
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.
2 How come the tiny wheel in my water meter does not spin even though we are using water?
Your meter may be defective. Please call the Maynilad Hotline 1626, or send a private message to the Maynilad Facebook page (/MayniladWater) or Twitter account (@maynilad), or visit the nearest Business Area office, or talk to the assigned Zone Specialist in your area so we can investigate.
3 Can I request for a new meter?
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.
1 Can I pay my water bill even if I do not have my Invoice?
Yes, you may settle your bill at any of our bills payment partners even without the hard copy of your Invoice. 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 (https://mywaterbill.mayniladwater.com.ph/) so you can easily access your SOA online.
2 Can I pay my water bill even if it has a Notice of Disconnection?
Yes, our bills payment partners will accept your payment even if your water bill reflects a Notice of Disconnection.
3 Where should I pay if my water service connection is disconnected?
Our bills 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.
4 Do the payment centers accept check payments?
Yes, our accredited payment partners accept check payments. However, you will be required to bring your latest Statement of Account for check payments.
5 What happens if I overpay my bill?
Overpaid amounts shall be credited to succeeding water/sewer bills.
Water Efficiency Tips
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.
Water Efficiency Tips
1
Use a pail and dipper when taking a bath.
2
Have a plumber check your toilet, faucets and pipes for leaks.
3
Limit your shower time.
4
Turn off the water while shaving or brushing your teeth.
5
Use a basin when cleaning your fruits and vegetables.
6
Collect the water used for rinsing laundry and use it
for flushing the toilet.
7
Soak the dishes while you scrape it clean instead of
letting the water run.
8
Use pail and rag when washing your car.
9
Re-use the water collected from washing fruits and vegetables to water your plants.
10
Turn off faucets tightly after each use.
1 What are the illegal acts under the RA 8041 (National Water Crisis Act of 1995)?
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
2 What are the penalties in violating the National Water Crisis Act of 1995?
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.
