CALLS

SIMPLE
What is our take for customers who don’t want to avail of the desludging service from DCWD?
Procedure for Customer Notification of desludging service schedule: Should it be 1 month prior to the s
desludge?
Billing queries -
Is the minimum charge applicable to Sanitation Fee?
Applicability of Senior Citizens, lifeline rates, etc. to the Sanitation Fee.
In case of partial payment, where a customer only paid for the water supply bill, will the customer be dis
What will be the treatment for penalties?
If the customer pays the whole PHP11,730.00 one time Sanitation Fee, will there be a discount?

Who will pay for the excess volume of septage desludge in subdivisions?
pay-per-service fee
If the customer doesn’t want to be desludged, since SMP is in partnership with the City Government, th
take action on this matter as a regulating arm.
Sanitation fee has no exclusion except for those with their own treatment plant with a DENR-EMP WDP
For Non-DCWD Customers
Pay per Service Fee (based on Flat Fee Approach)
For Private Desludgers
Treatment Fee to be charged per cubic meter of sludge
Payment to City Government
Desludging Fee
Classification for Sanitation Services
Customer Notification
1. Two weeks prior to desludging schedule, the customer will receive notice of desludging to ensure availability
of desludging schedule.
2. One week prior to desludging, SSD must conduct an RTA
One day before the desludging day, the customer will receive a call as a reminder.
Updates on existing Customer Contracts – to incorporate sanitation services
Customer does not want to avail of desludging service from DCWD.
COMPLEX
Policy on complaints like damaged manhole(s) during desludging operation, such as leakage during tra

How are we going to collect septage fee from households with 2 accounts but only 1 septic tank.
Policy on complaints specially for desludging trucks’ leakages
Coordination system with private desludgers
Rescheduling of customers

For lone meter subdivisions like Woodridge, how will we treat them? How much are we going to charge
Classifying Commercial Establishments as either commercial or residential
For consideration: If septic tanks with bottomless structure for desludging is empty, should we inform th
there is nothing to desludge?
9.) notification on customer: how to notify them? Mode of notification? Conform on the notif desluding. Considered crucia
to be desludge immediately. What if no notif received?
 POSSIBLE ISSUES IN CALLS REGARDING SMP

SIMPLE COMPLEX
1 What is Septage? 1 How will I know if I have a septic tank?
2 Is Septage dangerous?
3 What is Septage Management Program (SMP)?
GENERAL
4 Who can avail the SMP services? And How can we avail the services?
5 Why do we need Septage Management?
6 Is it required by law?
1 Complaints in RTA
RTA CONCERNS 2 Schedule of RTA
3 Request for RTA
1 Customer queries about payment and billing (scheduled, pay-per-service fee, etc)
Payment schemes
Schedule of payment
Policy in payment (scheduled, pay per service)
Partial payment
Treatment Fee
BILLING AND
ACCOUNTS Private desludgers - billing
Payment Stations (is Indangan included?)
2 Application for Pay per service
Process of application (requirements)
Where to go for application?
3 Categorization of Account Holder (AH)
Complaints
1 Details of service to be done. 1 Complaints in desludging operations
2 Question on process of desludging Restoration works
3 If the Septic Tank design is not standard, will it incur a penalty? Damaged ST
SEPTIC TANK
CONCERNS Report of ST inaccessability sa CHO
2 ST inaccessible
3 ST details
4 Septic Tank outlet going to the river
 1 AH don’t want to avail of the desludging service (advise to privated desludging) 1 Request for desludging (follow-up)
2 Will there be odor emissions coming from the Desludging Trucks? 2 Request for new schedule (follow-up)
3 How do they handle the spillages? Will they apply disinfection chemicals? 3 Question on process of desludging
4 Can I avail the desludging services outside the schedule? 4 Certificate of Desluding
DESLUDGING
5 If I was not able to appear during the desludging schedule, what will be the terms? 5 Customer Notification of desludging service schedule
6 Can I request for an advance or movement of my desludging scheduled date? Notification not received
7 Who will desludge my septic tank? 6 Complaints on vacuum truck leakages
8 Can I avail the services of private desludgers? 7 Private desludgers - Coordination with treatment and disposal
9 How many times will DCWD desludge my septic tank? 8 For non-customer of DCWD, can they avail the SMP services?
If there are agencies or private individuals who wants to reuse the treated wastewater, is
1 it for free or for purchase? If for purhase, how much? 1 Is the treated wastewater safe to be reused?
TREATMENT If it is safe for reuse, what are the areas in which it is acceptable to be
2 What is the terms for the delivery of the treated wastewater that is for reuse? 2 applied?
3 How will you treat the odor emanating from the process?
1 Is the biosolid for free or for purchase? If for purchase, how much? 1 Is biosolid safe to be applied in agricultural farming?
DISPOSAL
2 What is the terms for the delivery of biosolids? 2 What type of agriculture in which the biosolid can be applied?
1 Will RAMU accept outside wastewater sample for testing? 1 Can customers accessed the in-house lab results if they request for it?
RESEARCH AND
MONITORING 2 How will you monitor odor emissions?
3 How will you monitor noise level?