Zamboanga City Water District

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    Date: 2019-10-09 12:22:47.081875


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    Date: 2019-10-09 13:04:04.985090


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    Date: 2019-10-18 14:35:03.911464

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Addressing the consumers complaint on water distribution problem

Requested from ZCWD by D. Reyes at 12:22 PM on Oct 09, 2019.
Purpose: For Research Paper in Graduate School
Date of Coverage: 01/01/2019 - 10/08/2019
Tracking no: #ZCWD-792183974680

Reyes 12:22 PM, Oct 09, 2019

Hi! I would like to have the following information on:
1) Types of complains that consumers raise in line with water distribution problem in Zamboanga City
2) Strategies of ZCWD take in answering the consumers complain
3) Options of the consumers have when problems concerning water distribution are not immediately resolve

Thank you.

Officer 01:04 PM, Oct 09, 2019

October 9, 2019

Dear Dearly Mae,

Thank you for your request dated Oct 09, 2019 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Addressing the consumers complaint on water distribution problem.

We received your request on Oct 09, 2019 and will respond on or before Oct 30, 2019 12:22:47 PM, in accordance with the Executive Order's implementing rules and regulations.

Should you have any questions regarding your request, kindly contact us using the reply function on the eFOI portal at, for request with ticket number #ZCWD-792183974680.

Thank you.


Charles Tristan Dale A. Certeza
FOI Receiving Officer

Carbon 02:35 PM, Oct 18, 2019

October 18, 2019

Dear Dearly Mae Reyes,


Thank you for your request dated Oct 09, 2019 12:22:47 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

As stated on your request (FOI Request No.: 2019-007), you requested data for the following items:

i.	Types of consumer complaints in relation to water distribution
ii.	Strategies the ZCWD employ to address/ cater to these complaints
iii.	Options available to consumers when complaints are not immediately resolved

Response to your request

We were able to determine that items i and ii are already available online and therefore cannot be counted as a valid FOI request. The requested information pertains to the ZCWD's Citizen's Charter and the Procedures and Work Instructions Manual, both of which details and explains the ZCWD's frontline and customer-oriented services. You may view and download the documents via our Transparency Seal which is accessible via our official website ( For easy reference, links to both documents are stated below:

a.	ZCWD’s Citizen’s Charter:
b.	Procedures and Work Instructions Manual:

For item iii, however, please refer to the attached official letter from the Office of the General Manager, which explains the procedures our Commercial Services Department carry out whenever customers are not fully resolved with the solution provided. 

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 GM Leonardo Rey D. Vasquez. 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.

Michael Angelo Carbon
FOI Officer


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