24 January 2022


This to inform the public about the ongoing investigation of the MWSS Regulatory Office (RO) on the prolonged implementation of Water Service Interruptions (WSIs) by Maynilad Water Services, Inc. at its Putatan Water Treatment Plant’s (PWTP) supply zone. The investigation is being conducted primarily to determine whether there is a ground to declare Maynilad to have failed contractually on its service obligations, and to impose the appropriate penalties on the Concessionaire. According to Maynilad, the reduced water production at the PWTP is caused by the prolonged high algal count and sustained high raw water turbidity in the Laguna Lake.

Considering the corrective actions and long term solutions being taken at the PWTP since the second (2nd) quarter of 2021, the MWSS RO is expecting the PWTP to be operating at its maximum design of 300MLD, and Maynilad to be complying with its service obligation of providing all customers with an uninterrupted supply of potable water at 7 pounds per square inch (psi) minimum pressure. The unusual large number and duration of the announced WSIs have greatly inconvenienced customers within the coverage area of the PWTP in the Cities of Muntinlupa, Las Piñas, Paranaque, Pasay, Bacoor, Imus, and Cavite, and the Municipalities of Noveleta and Rosario.

On 11 January 2022, the MWSS RO served a Notice to Explain to Maynilad for WSIs at its PWTP’s supply zone from 6 to 22 December 2021, and from 27 December 2021 to 15 January 2022. On 21 January, following Maynilad’s announcement of WSIs that will last until 15 February, the MWSS RO once again issued a notice to the Concessionaire to provide explanation on the reasons behind its extended WSIs, the persisting issues in its PWTP, and its concrete plan of action to remedy this continuing situation. The agency also directed the Concessionaire to implement mitigating measures to alleviate the impact of the WSIs; utilize all accessible online and offline communication channels to effectively inform and update customers on the list of affected areas, schedules, and other pertinent details of the WSIs prior to implementation; ensure strict adherence to its announced WSI schedules, water tankering schedules, and static tank locations; and immediately address inquiries or concerns on social media, website, hotline, or email regarding the WSIs.

Meanwhile, the MWSS RO urges customers to monitor announcements and updates regarding the scheduled WSIs in their respective areas, and to store enough water for the duration of the WSIs.

For inquiries or concerns regarding the WSIs, customers may contact Maynilad through the following channels:

Facebook: https://www.facebook.com/MayniladWater
Twitter: https://twitter.com/maynilad
Website: https://www.mayniladwater.com.ph/
Helpdesk email: customer.helpdesk@mayniladwater.com.ph
Customer hotline: 1626
Cavite customers (Toll-free) : 1800-1000-WATER
Cellphone number: +63 998 864 1446

The MWSS RO also advises customers to report deviations from the announced WSI schedules and to escalate inquiries or concerns that have not been satisfactorily addressed or resolved by Maynilad to the MWSS RO Customer Service Regulation Area (CSRA) via phone call at 8925-6619 or email at csr@ro.mwss.gov.ph / csrcsmd@gmail.com so the agency can investigate and take appropriate action.

The MWSS RO recognizes the importance of providing all customers within the Concession Area access to continuous and sustainable supply of potable water, especially during this difficult time of the pandemic. Rest assured that the agency will remain steadfast in protecting, first and foremost, the welfare of the consuming public.

Chief Regulator