Customer service is the lifeblood of any business. Davao City Water District (DCWD) regards excellent customer service as the process by which its service is delivered in the most efficient, fair, cost effective and satisfying manner possible. That is why sustaining a customer-centered culture — one that strives for excellence in customer service — counts among DCWD’s primary concerns.
In pursuance of its vision and mission, DCWD has been continuously finding ways to cultivate and maintain such culture through the implementation of various endeavors that would bring about improvements in customer service.
Customer Service Program
DCWD’s goals, targets, and strategies toward achieving excellent service are altogether captured in the Customer Service Program (CSP). Designed to take customer service to the next level, the CSP focuses on building, strengthening and sustaining the internal and external customers’ care, welfare, and development.
Customer service success, particularly for a service entity, is defined by the success or failure of its frontline services.
As a utility providing water services, DCWD endeavors to efficiently deliver its five (5) frontline services, namely,
application for new service connection, payment of water bills, customer assistance, reconnection of water service and transfer of water meter.
Excellent customer service speaks about ultimately satisfying customers, specifically being able to answer to their queries. To achieve this, DCWD crafted frequently asked questions (FAQ), which is a compilation of common and anticipated questions and the corresponding answers, with the aim of providing accurate and consistent response to internal and external customers.
In a nutshell, the FAQ’s contain topics about a) DCWD’s mandate; b) water sources, quality, and pressure; c) new service connection policies, guidelines, and fees; d)
water meter and metering charges; e) billing and payment; f) interruption of services; and g) mainline extension application.
With the passage of Implementing Rules and Regulations (IRR) of Republic Act 9994, otherwise known as 'Expanded Senior Citizens Act of 2010', starting October 2010 the Davao City Water District (DCWD) has implemented the grant of discount privilege to the elderly or senior citizens on utilization of water provided by the water utility.
Individual Household Application for Senior Citizen Discount Privilege
The senior citizen or duly authorized representative must register to any of the DCWD offices (Bajada, Matina, Victoria Plaza and Toril) to avail of the special discount. The requirements for an individual household are as follows:
Specific Terms and Conditions in the grant of 5% Senior Citizen Discount Privilege:
Application form for Individual Household can be downloaded using this link.
Senior Citizen Centers (SCC) and Residential Care Institutions (RCI) or Group Homes (GH) Application for 50% Discount Privilege
The Senior Citizen Center and Residential Care Institution or Group Homes may register to any of the DCWD offices (Bajada, Matina, Victoria Plaza and Toril) to avail of the special discount. These are the requirements to avail of the 50% discount:
Specific Terms and Conditions in the grant of the 50% Discount Privilege:
Application form for Senior Citizens Center or Residential Care Institute or Group Home can be downloaded using this link. For further details, contact us at (082) 2219400 local 243.