28 February 2022


This to inform the public that the Metropolitan Waterworks and Sewerage System Regulatory Office (MWSS RO), through RO Resolution No. 2022-02-CA, has resolved to impose a financial penalty on Maynilad Water Services, Inc. (Maynilad) for its unusual and prolonged Water Service Interruptions (WSI) from December 2021 to February 2022, attributable to the failure of its Putatan Water Treatment Plants (PWTP).

Based on the evidence gathered from its investigation, the MWSS RO concluded that Maynilad failed to meet its Service Obligation of ensuring the availability of an uninterrupted 24 hour supply of water at seven (7) pounds per square inch (psi) minimum pressure to all connected Customers in its Service Area. Customers within the PWTP Supply Zone were found to have been deprived of water service obligation for at least fifteen (15 days), which adversely impacted their health and welfare.

The MWSS RO also called the attention of Maynilad, through a Notice to Explain issued on 11 February 2022, for its non-adherence to the WSI schedules announced through its public advisories on the planned WSIs caused by water quality problems at the PWTP. This observed non-adherence was evidenced by the complaints escalated by Maynilad customers to the MWSS RO, the consistent complaints monitored by the MWSS RO on social media, and the results of the random verification conducted by the MWSS RO on the adherence/non adherence of Maynilad to its public advisories.

The MWSS RO is set to implement the financial penalty in the form of bill rebates to affected Maynilad customers within the PWTP’s Supply Zone by April. It is already in the process of identifying all accounts that will be covered by the Rebate Program, the rebate amount for each account, and the policies and procedures for carrying out the Program, in coordination with Maynilad. It targets to conduct a Public Information Drive (PIDr) to clarify the bill rebates and inform affected customers of the nature, scope, and other details of the Rebate Program in March. Updates will be posted on the MWSS RO’s official Facebook page (@MWSS.RO), Twitter account (@mwssro), and website (ro.mwss.gov.ph).

Meanwhile, the MWSS RO has directed Maynilad to observe strict adherence to the details of its announced WSI schedules and to fast track the implementation of its proposed solutions for the immediate resumption of uninterrupted services to all its customers. The welfare of the consumers should remain the paramount priority, especially during this time when water is most essential for preventing the spread of the COVID-19 virus.

Chief Regulator