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 DCWDs 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


DCWDs 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.

Part of achieving and sustaining excellent customer service, DCWDs officers and employees commit to a service pledge. This pledge serves as the utilitys guide in providing customers with a positive and helpful experience when they enter the utilitys premises, throughout the time they are conducting business, and even after the business is concluded. All these because the customers deserve only the best service.
  • W ork Efficiently to provide frontline service at our:
    • - Bajada Office: 7:30am - 5:00pm, Monday to Friday
    • - Matina Office: 7:30am - 5:00pm, Monday to Friday
    • - Toril Office: 8:00am - 5:00pm, Monday to Friday
    • - Victoria Plaza Collection Office: 10:30am - 7:00pm, Daily
    • - with 24-hour hotline service 221-9412
  • A ttend quickly to reports, complaints, queries and requests.
  • T reat customer with courtesy and give consideration to those with special needs.
  • E nsure customer satisfaction through prompt delivery of service.
  • R eport our programs through tri-media and our website.

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.

  • These are the procedures for each frontline services.

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 FAQs contain topics about a) DCWDs 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.

Category: Refresh

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:

  • Proof of Identity (OSCA ID)
  • Proof of Account Registration (DCWD Water Bill)
  • Proof of Residency (Barangay Certification)
  • Authorization of Representative

Specific Terms and Conditions in the grant of 5% Senior Citizen Discount Privilege:

  • Water meter should be registered in the name of the senior citizen residing therein for a period of one (1) year.
  • Discount privilege of Five Percent (5%) is applicable only on the month/s when water consumption does not exceed 30 cubic meters;
  • Discount privilege has a validity of one (1) year, subject to re-application/renewal;
  • Discount privilege is discontinued and reverted to its original scheme if not re-applied/renewed;
  • In case of death, discount privilege is discontinued;
  • Discount privilege is discontinued for any violation of district policies and shall not be excused from imposition of penalty

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:

  • Must have separate water meter
  • Proof of Senior Citizen Center/Residential Care Institution / Group Home
  • (License or Accreditation from Department of Social Welfare and Development)
  • Proof of at least SIX (6) Senior Citizens served on 24-hour basis
  • (Certification from DSWD)
  • Proof of continuous SIX - month operation (Certification from DSWD)
  • Proof of Authority of Applicant (Board Resolution/Secretary's Certification)
  • Authorization of Representative

Specific Terms and Conditions in the grant of the 50% Discount Privilege:

  • SCC/RCI/GH must have a separate water meter
  • Discount privilege of Fifty Percent (50%) is given on the monthly basis;
  • Discount privilege has a validity of one (1) year, subject to re-application/renewal;
  • Discount privilege is discontinued and reverted to its original scheme if not re-applied/renewed;
  • Discount privilege is discontinued should the license /accreditation of the center ist erminated by the DSWD or expired;
  • Discount privilege will be discontinued for any violation of district policies and shall not be excused from imposition of penalty.

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.

  1. Repair all leaking faucets and pipelines.
  2. Don't let the water overflow when laundering, washing plates, watering plants and cleaning vehicles.
  3. Don't let water run freely when shaving or brushing. Use a glass instead.
  4. Use the water tank properly. Don't let water overflow. Adjust the flushometer or float to the water level just enough for flushing.
  5. Discourage children from playing with water while bathing.
  6. Use laundry or plate rinse water for wetting plants or cleaning vehicles.
  7. Always check the faucets in and outside the house. Double check at night before sleeping.
  8. During water interruption, make sure to close faucet to avoid wastage upon resumption of supply.
  9. For all establishments, always monitor leaks in the faucets and pipelines.
  10. Immediately report leaks to the Davao City Water District.
    Contact our Hotline 221-9412 or
    Report leaks Online, click here login first then report a leak.
Applications
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  • Compute your bill
  • Report Leaks Online