Mandate, Vision, Mission, Service Pledge, and Core Values

  • Mandate

    The MWSS Regulatory Office (RO) is mandated to monitor the Concession Agreement. Among its many functions, MWSS RO reviews, monitors and enforces rates and service standards; arranges and reports regular independent audits of the performance of the Concessionaires; and monitors the infrastructure assets. However, MWSS RO’s functions may change over time for effective regulation of water and sewerage services.

  • Vision

    A world class and independent Regulatory Office that equitably protects the interests of the consuming public and other stakeholders to continuous, sustainable and accessible supply of safe and affordable drinking water and environmentally safe sewerage system.

  • Mission

    To monitor, even during any emergency situation that the State may declare, Concessionaires’ compliance with their contractual obligations, enforce Customers service standards and determine reasonable rates in the delivery of safe drinking water supply and environmentally-safe sewerage services.

  • Service Pledge

    We, the officials and employees of the MWSS RO, in the spirit of public service, affirm our sworn duties to serve the citizenry with utmost responsibility, integrity, loyalty, efficiency, act with patriotism and justice. With the guidance of the Almighty, we pledge to: Serve our stakeholders, especially you, our customers, promptly, efficiently and effectively with due courtesy. Observe set standards of service quality. Provide comfortable customer service areas and frontline personnel to attend immediately to customer’s needs. Provide a feedback system to assess the quality of service rendered and make improvements, if necessary; and Assess our systems and procedures based on our stakeholders’ feedback on our performance.

  • Core Values

    Patriotism, Integrity and Professionalism, Participatory Governance, Transparency and Accountability, and Gender Responsiveness