This section provides answers to common questions and concerns regarding water service connections, billings, metering and payment. Click on the questions below to view and hide the answers.
1. Who can apply for a new water service connection?
The owner of the property where the service connection will be installed, or his/her authorized representative, may file the application at the Maynilad Business Area office that has jurisdiction over the property.
2. What are the requirements for a new water service connection?
For residential property owners, the requirements are as follows:
• Proof of property ownership
• Completed application form
• Approved Water Service Contract
• Valid government-issued ID and proof of billing
• Copy of Transfer of Certificate of Title (TCT) or Deed of Sale
• Barangay Certificate / Clearance
• Excavation Permit
• Right-Of-Way from lot owner (if the service connection will pass through a private property)
• Payment for New Connection Fee, guaranty deposit and restoration/excavation costs
• Clearance of accounts (for existing customers)
• Clearance from any pending illegal case pursuant to Section 8 (Anti-Pilferage) of Republic Act 8041 known as the National Water Crisis Act For the designated representatives of the residential property owners, the requirements are as follows:
• A copy of a Special Power of Attorney (SPA) issued by the owner of the property
• Valid ID of both the representative and the owner
• Barangay or NHA Certification/ Clearance (for applicants residing in blighted areas, classified as informal settlers)
NOTE: The water service connection (WSC) will be placed under the name of the owner. The WSC application fee is Php 8,485.14 (exclusive of Guaranty Deposit).
3. Why did Maynilad disconnect my water service?
Water service connections are disconnected by Maynilad for the following reasons:
• Failure to pay on or before the due date
• Presence of illegal connection
4. Can I request Maynilad to temporarily disconnect my water service connection?
Yes. To request the temporary disconnection of your water service, please visit the Maynilad Business Area office that has jurisdiction over your account. You must submit a written request, together with the full payment of any outstanding account.
Only registered Maynilad customers will be entertained.
5. What should I do if my water service connection was disconnected?
For disconnected accounts, a Request to Accept Payment ("RAP") will be given reflecting the total amount to be paid inclusive of the following fees:
• Full amount of unpaid bills
• Re-opening fee amounting to Php 231.22
If you don't have the RAP, you may call the Maynilad Hotline 1626 or proceed to your Business Area office to inquire about the amount to be paid.
Upon full payment of all the required fees, you must contact Maynilad by calling the Maynilad Hotline 1626, sending a message to the textline 0998-8641446, or sending us a message via our official social media accounts to process the re-opening.
6. Upon termination of my water service contract, will my Guaranty Deposit be refunded?
Yes, as long as you do not have any outstanding balance in your account. Please bring your official receipt as proof of payment when you secure your Guaranty Deposit.
7. How much is the reconnection fee?
For Temporarily Closed water service – Php 251.04 (VAT inclusive)
For Permanently Closed water service – Php 9,212.01 (VAT inclusive)
8. What do I do if I see leaks before my water meter?
To report such leaks, please call the Maynilad Hotline 1626. You may also send a message through our text line 0998-8641446 or our official social media channels. Our customer service representatives will be more than glad to handle your call.
9. Who should I contact if I see an overflowing septic tank or leaks in the sewer line?
Immediately report such incidents to the Maynilad Hotline 1626. You may also send a message through our text line 0998-8641446 or our official social media channels.
10. What should I do if my meter was stolen?
Just call the Maynilad Hotline 1626 within 24 hours upon discovery of the incident. Secure a police / barangay report and submit it to your Business Area office within 24 hours.
The replacement of stolen meter/s shall be free of charge. The replacement of meters lost or a stolen second time (or more) shall be charged to the account of the registered customer.
1. Why does my water bill increase abruptly?
Among the reasons for abrupt increases in water billings are:
• Increase in the number of users under the account
• A leak after the water meter
• Unmonitored water usage or consumption
• Erroneous reading by the water meter reader
• Interchanged water meters during replacement or installation activities
• Defective water meter
2. Why is my water bill computed as average?
• Your water meter is obstructed and because of this, the meter reader is unable to read your meter. Hence, your water bill is computed as average.
• The meter reading is doubtful and may be due to a defective or tampered meter.
• The meter was determined to be defective or is suspected to be defective.
3. Why do I get a Notice of Disconnection, even if I have already paid my bill?
This may happen if there is still an unpaid amount (regardless how small) or you have paid after the due date.
4. Why does my bill reflect an unpaid amount which I already settled the previous month(s)?
You may have settled your balance after the due date or your payment may have been erroneously posted to another account. If this is the case, you may show the proof of payment or receipt to the appropriate Business Area for validation and correction.
5. What is the minimum amount that Maynilad bills its customers?
Assuming that monthly water consumption is zero, the minimum (0-10 cu.m.), billed amount for the different customer classifications are as follows:
• Residential customers - Php 130.59
• Semi-Business customers - Php 221.38
• Commercial customers without sewer charges – Php 1,001.84
• Commercial customers with sewer charges – Php 1,168.25
• Industrial customers without sewer charges - Php 1,083.77
• Industrial customers with sewer charges – Php 1,263.84
6. How do I contest my water billing?
You may call the Maynilad Hotline 1626.
A protested bill/s shall be partially paid (i) based either on the previous month's billing or (ii) equivalent to 50% of the amount of the bill being protested, whichever is lower.
In the event of multiple bills being protested, the partial payment should be equivalent to 30% of the total amount of protested bills or the amount of the last valid bill multiplied by the number of bills being protested, whichever is lower.
Please note that water bills are considered valid if no complaint is raised within 60 days upon the bill's generation.
1. Why does the tiny wheel in my water meter continue to spin even though we are not using any water?
There may be a leak in your plumbing system.
To check for leaks, close all water outlets inside your property and observe your water meter. If the water meter continues to move then there may be an underground leak within your water/plumbing system. Contact a plumber who can investigate and fix the leak.
2. How come the tiny wheel in my water meter does not spin even though we are using water?
Your meter may be defective. Immediately contact your Business Area office or the Maynilad Hotline 1626 to report your meter.
3. Can I request for a new meter?
Yes, if your meter is already inaccurate and/or defective.
1. Can I pay my water bill even if I do not have my Statement of Account (SOA)?
Yes. Just provide your correct Contract Account Number (CAN) to the cashier. Otherwise, an erroneous CAN will result in the misposting of your payment.
2. Can I pay my water bill even if it has a Notice of Disconnection?
Yes. Our payment centers are authorized to accept your payment even if your SOA reflects a Notice of Disconnection, provided that the water service has not been disconnected.
3. Where should I pay if my water service connection is disconnected?
Our authorized payment centers and facilities are authorized to accept your payment even if your water service connection has been disconnected. However, please make sure that you have paid the full amount of the unpaid bills and the re-opening fee.
4. Do the payment centers accept check payments?
Yes. Our payment centers accept checks, except post-dated or regional checks.
5. What happens if I overpay my bill?
Overpaid amounts shall be credited to future water/sewer bills.