Maynilad customers in Caloocan to get refund

MANILA, Philippines — West Zone concessionaire Maynilad Water Services Inc. (Maynilad) would implement a rebate for some Caloocan residents whose water supplies were affected by an environmental contamination late last year.

Maynilad said it would abide by the decision of the Metropolitan Waterworks and Sewerage System - Regulatory Office (MWSS-RO) to impose a P2.038 million penalty on the water utility firm for the “isolated” water quality non-compliance incidents in Caloocan.

The company said the penalty would be distributed as rebates in the monthly bills of the specific affected customers. The MWSS-RO identified 3,841 water services connections (WSC) affected by the 21-day failure period from Nov. 29 to Dec. 19.

The estimated rebate per WSC is about P530.69, according to the MWSS-RO.

“We want to assure our customers that these incidents were promptly addressed and resolved,” Maynilad said in a statement yesterday.

“In response, we have implemented enhanced process interventions, including intensified pipe flushing, accelerated pipe replacements, and expedited leak repairs and closure of illegal connections,” it added.

Maynilad said it remains committed in providing the “highest” quality water and assured its clientele that it would undertake “proactive” measures to ensure the reliability and safety of its water services.

The firm said it continues to work closely with the MWSS-RO and the Department of Health in monitoring the quality of its water supply.

“The health and safety of our customers and the integrity of our water supply remain our top priorities,” the company said.

Based on its analysis, the MWSS-RO said it identified a total coliform failure at a regulatory sampling point in Caloocan City last November 2023.

“The issue arose because the affected area is a dead-end pipeline lacking looping or a blow-off valve, leading to potential water stagnation at the end of the line,” the regulatory agency said.

The MWSS-RO explained that total coliform is a group of bacteria commonly found in the soil and vegetation, which are generally harmless and typically do not pose a health risk when present in drinking water.

“If water testing detects only total coliform, the source is likely environmental rather than fecal contamination,” it said.