On 24 May 2022, the MWSS Regulatory Office (RO)—represented by Deputy Administrator (DA) for Customer Service Regulation Mr. Lee Robert M. Britanico—participated in the DTI Philippines Consumer Care Webinar titled, “Consumer Protection and Policies on Water Utilities and Usage.”
In his discussion, DA Britanico gave emphasis on the regulatory framework for customer protection, which guides the MWSS RO in determining reasonable charges for services, setting and enforcing service performance standards, formulating customer-related implementing rules and regulations (IRRs), and handling customer complaints. He also explained the MWSS RO’s monitoring and evaluation mechanisms, which include the Customer Satisfaction Survey (a method of receiving customer feedback to determine levels of customer satisfaction in terms of the standard of service received).
The MWSS RO monitors the compliance of Manila Water and Maynilad with their contractual obligations, and enforces customer service standards that protect the interest and welfare of the consumers.
Watch the DTI event here: https://www.facebook.com/watch/live/?ref=watch_permalink&v=365067752140869
Learn more about our rights as water customers: https://www.facebook.com/watch/212808672071102/1191798261288746/
Know more about MWSS RO’s programs, activities, and projects: https://ro.mwss.gov.ph/