Metropolitan Waterworks and Sewerage System Regulatory Office

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  • REQUEST SUBMITTED

    You have submitted an FOI request

    Date: 2023-05-19 07:23:50.169949

  • PROCESSING REQUEST

    Your request is already in review

    Date: 2023-05-19 13:25:10.378737

  • REQUEST SUCCESSFUL

    Your request was successful

    Date: 2023-05-22 10:35:06.216735

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TAT for Customer Complaint

Requested from MWSS by J. Alday at 07:23 AM on May 19, 2023.
Purpose: For reference/guidance.
Date of Coverage: 04/19/2023 - 05/19/2023
Tracking no: #MWSS-184503914182

Alday 07:23 AM, May 19, 2023 

Hi, may I know the standard turn-around time (TAT) before MSSS will take action and/or resolve a complaint filed against its concessionaire? I'm just wondering why, since I filed a Complaint last April 19, 2023 (a month ago), I did not receive any reply/feedback re action/s taken (if any) despite constant follow ups through CSRA and MWSS-RO. Thank you.

Officer 01:25 PM, May 19, 2023 

May 19, 2023

Dear Jarold,

Thank you for your request dated May 19, 2023 07:23:50 AM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for TAT for Customer Complaint.

We received your request on May 19, 2023 07:23:50 AM and will respond on or before Jun 09, 2023 07:23:50 AM, 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://www.foi.gov.ph/requests/aglzfmVmb2ktcGhyHgsSB0NvbnRlbnQiEU1XU1MtMTg0NTAzOTE0MTgyDA, for request with ticket number #MWSS-184503914182.

Thank you.

Respectfully,

FOI Receiving Officer
FOI Officer

Alegre 10:35 AM, May 22, 2023 

May 22, 2023

Dear Jarold Alday,

Greetings!

Thank you for your request dated May 19, 2023 07:23:50 AM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your Request

You asked for TAT for Customer Complaint.

Response to Request

Your FOI request is approved. I enclose a copy of our reply to your complaint filed to the MWSS Regulatory Office with the information you requested.

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 CSRA@ro.mwss.gov.ph. 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 Receiving Officer

Attachments:
 MWSS RO_Response to Complaint_Alday.pdf

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