23 November 2020
MWSS RO INVESTIGATES CUSTOMER COMPLAINTS ON MAYNILAD’S IMPLEMENTATION OF WATER SERVICE INTERRUPTIONS IN THE WAKE OF TYPHOON ULYSSES
On 12 November 2020, Maynilad Water Services, Inc. began to issue advisories on rotational water service interruptions that affected more than 1 million Water Service Connections (WSCs) within its Service Area. These interruptions were triggered by the reduced water production in the Concessionaire’s La Mesa treatment plants, as a result of the sustained inflow of turbid water from Ipo Dam since the onslaught of Typhoon Ulysses.
On 16 November, the MWSS Regulatory Office (RO) served a Notice to Explain (NTE) to Maynilad for its failure to inform customers of the need to store water and prepare for possible water service interruptions prior to the onset of the typhoon. This was in consideration of the expected increase in raw water turbidity levels and the subsequent decrease in water production in the treatment plants during a heavy downpour. In the said NTE, the agency also directed the Concessionaire to ensure that affected customers do not experience low pressure to no water for more than 24 hours.
On 20 November, the MWSS RO issued another NTE to Maynilad over the surge of customer complaints received and monitored by the agency through various communication channels, including social media. These complaints reported the poor aesthetic quality of water coming out of customers’ taps and the Concessionaire’s non-adherence to its announced water service interruption schedules.
Maynilad is expected to submit an official explanation within this week regarding the aforementioned issues, which were observed by the MWSS RO as indication of the Concessionaire’s failure to be efficient and prudent. The Concessionaire is also expected to propose solutions that should prevent the recurrence of these issues with future typhoons.
Meanwhile, the MWSS RO assures affected customers that their interest is prioritized as the agency investigates the matter. The agency will protect, first and foremost, the welfare of the public in light of these issues.
(sgd.)PATRICK LESTER N. TY