Metropolitan Waterworks and Sewerage System Regulatory Office(MWSS)

For filing of administrative complaint. Thank you.

April 19, 2023

Dear Jarold,

Thank you for your request dated Apr 19, 2023 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Rules of Procedures of MWSS-RO.

We received your request on Apr 19, 2023 and will respond on or before May 10, 2023 , in accordance with the Executive Order's implementing rules and regulations.

Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://pcoomaster09262018104000-dot-efoi-ph.appspot.com/requests/aglzfmVmb2ktcGhyHgsSB0NvbnRlbnQiEU1XU1MtMjYzMjc5MDQ4NDA2DA, for request with ticket number #MWSS-263279048406.

Thank you.

Respectfully,

Karmela Dizon
FOI Receiving Officer

April 25, 2023

Dear Jarold Alday,

I refer to my letter of Apr 19, 2023 01:28:03 PM about your request under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Rules of Procedures of MWSS-RO.

In order for us to work further on your request, we need more information from you regarding your query. If your concern is about customer complaints or administrative complaints. In particular, it would be helpful to know the specific information you would need in order to proceed with the request, If it is an administrative complaint, what kind of complaint? You may use the reply function on the eFOI portal at https://pcoomaster02202018193000-dot-efoi-ph.appspot.com/requests/aglzfmVmb2ktcGhyHgsSB0NvbnRlbnQiEU1XU1MtMjYzMjc5MDQ4NDA2DA, for request with ticket number #MWSS-263279048406, to respond.

During the period of us awaiting your reply, your request will be put on hold. If we do not receive a reply on or before Jul 18, 2023 06:54:29 AM, your request will be closed.

We hope to hear from you at the soonest possible time.

Thank you.

Respectfully,

Justine Aritao
FOI Officer

It's a complaint against one of the concessionaires. I need a copy of MWSS Rules of Procedures in handling and resolving such complaint. It's a document. Thank you.

Any update on this, please? Thank you!

Follow up No. 2

Will appreciate it very much if you can take time to reply and provide update, please. Thank you!

May 4, 2023

Dear Jarold Alday,

Greetings!

Thank you for your request dated Apr 19, 2023 01:28:03 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Rules of Procedures of MWSS-RO.

Response to your request

While our aim is to provide information whenever possible, in this instance this Office does not have Rules or Procedures for filing Administrative complaints against the employees/personnel of Manila Water Company, Inc. and Maynilad Water Services, Inc. (Concessionaires). We have no jurisdiction when it comes to matters involving the personnel of our Concessionaires. We advise you to file a formal complaint with the concerned concessionaire, copy furnished the MWSS RO, or write a formal complaint to us and we will endorse it to the concerned concessionaires.

For further assistance, you may review the FAQ section of the eFOI site: https://2018midyear08242018-dot-efoi-ph.appspot.com/help.

Your right to request a review

If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to Chief Regulator Patrick Lester N. Ty. Your review request should explain why you are dissatisfied with this response and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request.

If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).

Thank you.

Respectfully,
Rosendo O. Alegre
FOI Officer