FAQs

Giving the clients immediate answers to their inquiries is a good sign of excellent customer service. A Frequently Asked Questions (FAQs) section is a great way to respond to our customers most common concerns.

These are Frequently Asked Questions and Concerns regarding water service connections, billings, metering and payment.

Water Service Connection Related Concerns

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 the MNWD business office, 40 J. Miranda Avenue, Naga City, approximately 160 meters away from Naga City Hall.

2. What are the requirements for the application of a new water service connection?
• Filled-out New Water Service Connection Application (NWSCA) Form
• Checklist of requirements:
  • Photocopy of any valid ID with picture of the applicant or his/her authorized representative with three (3) specimen signature
  • Photocopy of any valid ID with picture of the lot owner or his/her authorized representative with three (3) specimen signature
  • Notarized Special Power of Attorney (SPA), in case of absence of the principal
  • Other documents that may be required to determine authority of signatories:
    • Birth Certificate
    • Death Certificate
    • Marriage Contract

A. ANY ONE (1) OF THE FOLLOWING PROOF OF OWNERSHIP (photocopy only)

• ORIGINAL CERTIFICATE OF TITLE (OCT)
• TRANSFER CERTIFICATE OF TITLE (TCT)
• CERTIFICATE OF AWARD for Urban Poor Development Program, Project/Relocation Sites
• CLOA (Certificate of Land Ownership Award) under the Comprehensive Agrarian Reform Program (CARP)

B. IN CASE THE SUBJECT LOT IS NOT TITLED IN THE NAME OF THE APPLICANT, OTHER DOCUMENTARY PROOF OF OWNERSHIP MAY BE PRESENTED

• TAX DECLARATION (TD) in the name of the applicant (current year)
• DEED OF SALE with OCT, TCT or TD in the name of the previous owner
• CONTRACT TO SELL with OCT, TCT or TD in the name of the previous owner
• DEED OF DONATION with OCT, TCT or TD in the name of the donor

C. NO PROOF OF OWNERSHIP (original copy)

• Photocopy of any valid ID with picture of the applicant or his/her authorized representative with three (3) specimen signature
• Notarized Special Power of Attorney (SPA), in case of absence of the principal
• Notarized Affidavit of Undertaking
• Barangay Certification of Residency and Barangay Clearance (signed and sealed)
3. What are the requirements for the installation of the water service connection?
1. Signed and approved Water Service Contract
2. Payment of New Connection Fee
4. Why will MNWD disconnect my service connection?

The MNWD will disconnect water service connection for the following reasons:

1. Default in the payment of any of the monthly water bill
2. Upon request of the customer
3. Commission of illegal acts
5. Can I request MNWD temporarily disconnect my water service connection?

Yes. You may request to temporarily disconnect your water service connection through a request letter or filled-out Disconnection Form and after any and all water bills and other accountabilities have been fully settled.

6. What are the requirements for change of registration?

A. REGISTERED CUSTOMER IS THE OWNER OR LESSOR OF THE LOT, PROPERTY OR STRUCTURE

• Formal request addressed to: ENGR. VIRGILIO B. LUANSING I General Manager A
• Notarized Special Power of Attorney (SPA) in case of absence of the principal
• Photocopy of any valid ID with picture of the applicant or his/her authorized representative with three (3) specimen signature

ANY ONE OF THE FOLLOWING DOCUMENTS (photocopy only):

• TRANSFER CERTIFICATE OF TITLE (TCT)
• DEED OF SALE with attached OCT, TCT or TD in the name of the previous owner
• CONTRACT TO SELL with attached OCT, TCT or TD in the name of the previous owner and request letter with conformity/approval of the previous owner
• LEASE CONTRACT with attached OCT, TCT or TD in the name of the owner/lessor and request letter with conformity/approval of the previous owner
• Other related documents specified by MNWD personnel

B. REGISTERED CUSTOMER TRANSFERS THE UTILIZATION OF SERVICE CONNECTION TO A WILLING PARTY

• Joint formal request addressed to: ENGR. VIRGILIO B. LUANSING I
  General Manager A
• Notarized Special Power of Attorney (SPA) in case of absence of the principal
• Photocopy of any valid ID with picture of the applicant or his/her authorized representative with three (3) specimen signature

C. NO PROOF OF OWNERSHIP

• Formal request addressed to: ENGR. VIRGILIO B. LUANSING I
  General Manager A
• Notarized Special Power of Attorney (SPA) in case of absence of the principal
• Photocopy of any valid ID with picture of the applicant or his/her authorized representative with three (3) specimen signature
• Notarized Affidavit of Undertaking
• Signed and sealed Barangay Certification of Residency and Barangay Clearance

*NOTE: The change of registered name shall entail the execution of a new water service contract

7. What should I do if I want to reopen or reconnect my disconnected service connection?
• a) Filled Out Application for Reconnection
• b) Payment of Reconnection Fee amounting to Php 500.00
• c) Full Payment/ settlement of accounts
8. How much is the reconnection fee?
• Settled/paid account within the grace period of 48 hours from disconnection date – No Reconnection Fee
• Not settled/paid account within the grace period of 48 hours from disconnection date
• i. Application for Reconnection
• ii. Reconnection Fee amounting to Php 500.00
• iii. Full payment/settlement of accounts
9. What will I do if I see leaks in my water meter or before my water meter?

To report leaks, please call or text 24/7 hotline numbers:
Trunk line: 473-7813/472-1685
Direct line: 473-2040/ 473-7813
Cellphone numbers: 0919-648-6365 / 0927-463-1859

Our customer service representatives will be glad to be of service to you.

10. What should I do if my water meter was stolen?

If you suspected that your water meter was stolen, please report to MNWD for verification.

The replacement of the stolen meter shall be charged to the account of the registered customer depending on the acquisition cost of the water meter.

11. How do I avail of a Senior Citizen discount?

Pursuant to the Expanded Senior Citizens’ Act of 2010, Senior Citizen customers are entitled to a 5% discount in the basic charge.

Terms and conditions:
1. A 5% discount will be granted on the current billing of the registered senior citizen
2. The registered senior citizen must be a resident of the household
3. Monthly consumption should not exceed 30 cubic meters
4. The privilege is granter per residential household regardless of the number of senior citizen living therein
5. Water service registration should be in the name of the registered senior citizen for a period of one (1) year
6. Annual renewal of application is required

Please visit the MNWD office with the following requirements:

• Duly accomplished Senior Citizens Discount Application form
• Birth Certificate and/or Office of the Senior Citizen Affairs (OSCA) I.D.
• MNWD Statement of Account or Official Receipt
• Barangay Certificate
• Authorization Letter (if applying through a representative)
• Any valid I.D. (for representative)

Note: Senior Citizen discount can only be availed if payment is made on or before the billing due date.

Water Bill Payments

1. Can I pay my water bill even if I do not have the Notice of Billing?

Yes. Provided you give the correct Customer Account Number or the Registered Customer’s Name to our customer service representative before presenting to the MNWD office cashier.

Yes. Provided you give the correct Customer Account Number or the Registered Customer’s Name to the Payment Collection Representative during our scheduled mobile collection.

Otherwise, an erroneous information will result in a misposting of your payment

No, if you pay in our collecting banks and SM payment center.

2. Can I pay my water bill even after my due date?

Yes. MNWD Office collection will accept your payment even after due dates, provided that the water service has not been disconnected.

Yes. Our authorized collecting banks and SM Naga City payment centers will accept your payment 2 days after the stated due dates in the Billing Notice, provided that the water service has not been disconnected.

3. Do MNWD, collecting banks, payment centers accepts check payments?

*YES. MNWD accepts payment through checks.

*No. Collecting banks and payment centers do not accept check payment.

4. What if I overpay my bill?

Overpaid amount shall be credited to your succeeding month’s bill.

Meter-Related Concerns

1. Why does the tiny wheel in my water meter continue spinning even though we are not using any water?

There may be a leak in your in-house plumbing installation.

To check for leaks, turn-off all the faucets or water outlets and if the tiny wheel still keeps on spinning there may be underground leaks within your plumbing system. Contact professional plumber to check/investigate your in-house connection-for possible repair.

2. Can I request for a new water meter?

No. However, if after calibration the water meter is found defective the office will immediately replace it.

3. What will I do if the tiny pin in my water meter do not spin even if we are using water?

Your water meter may be defective. Please report immediately to MNWD 24/7 hotline numbers- 473-2040, 473-7813/472-1685, 0919-6486365/0927-4631859.

Billing Related-Concerns

1. Why does my water bill increase abruptly?

Among the reasons for abrupt increases in water billings are:

• Increase in the number of household users
• In-house plumbing leakage
2. Why is my water bill computed based on average?
• Stuck-up water meter/defective and/or newly changed meter
• Covered/blurred water meter
• Water meter is located inside the gates or perimeter fence
3. What is the minimum amount that MNWD bills its customers?

Assuming that monthly water consumption is zero, the minimum (0-10 cu.m.), billed amount for the different customer classifications are as follows:

For complete listing please visit www.mnwd.gov.ph/water-rates/.


A. Residential/ Institutional	P 125.00
B. Commercial/ Industrial	P 250.00
C. Commercial A	P 218.75
D. Commercial B	P 187.50
E. Commercial C	P 156.25
F. Bulk/ Wholesale	P 375.00

Septage Management Program

View Fullscreen