SUBICWATER Help and Advice
Please choose from the categories below to access useful information that may help clarify whatever question you may have.
Pipes, Bursts, and Leaks
Who is responsible for fixing pipe leaks?
It depends on where the leak is located in relation to the water meter. Pipes after the meter going to the household or establishment are privately-owned; the customer maintains these pipes. All pipes before the meter are being maintained by SUBICWATER.
Large pipes buried along main roads are called ‘mains’, ‘mainlines’, or ‘distribution’ lines. These pipes transport water from the treatment plant to the service lines. Leaks along these pipes must be reported immediately to SUBICWATER as these can eventually lead to water supply interruption.
Service lines are pipes tapped from the mains and end at the customers’ water meters.
All pipes from the meter going to the customers are private lines.
Billing and Payment
Water Tariff Table
What if I lost my water bill?
You can view your account ledger online using the ‘Customer’ module of this website.Click here to register your account.
Unpaid water bills past the due date is subjected to a 2% penalty compounded monthly. Accounts with over 60 days arrears are due for disconnection. Is your water service disconnected?
You can pay your water bills online and through our partner banks and payment centers. We also have a 24/7, ATM-Style Payment Kiosk stationed at our main office in Subic Bay Freeport.
Why won’t your partner payment center accept my bills payment?
Your bill may be already 60 days past due, and thus, is subject for disconnection. Payments made through our in-house cashier are being credited to your account instantly, as opposed to payment centers where it takes two to three days for your payment to be reflected.
This is my second unpaid water bill. Can I pay through your banks or payment centers?
Yes, you can, as long as you pay the full amount on or before the indicated due date.
Water Service Disconnection and Reconnection
Accounts Due for Service Disconnection
Accounts with over 60 days arrears are due for disconnection. If you have a second, unpaid water bill, you must settle the full amount indicated on or before its due date for continuous water service.
Why ‘So Strict’ Payment Policy?
The financial condition of any company will be negatively affected when their monthly sales collection are low. SUBICWATER’s 60-day allowance for bills payment is actually gracious enough, compared to other water utilities’ ten-day grace period.
Water Service Reconnection
If your account has been disconnected, please proceed to the SUBICWATER main office in Subic Bay Freeport and approach one of our customer service personnel. The total amount that you need to pay will be computed. A P300.00 reconnection fee will also be charged. We greatly encourage customers to pay their bills on time to prevent such inconveniences.
Who restores excavated roads?
Roads are mostly owned by the government. The Department of Public Works and Highways (DPWH) takes care of the national roads. The City Government maintains the city roads. When SUBICWATER has projects that would require road excavation, it must first request a Road Excavation Permit from the proper agency, and pay the corresponding fee, which includes costs for road restoration.
(Update: On January 2015, SUBICWATER was allowed to immediately restore its across-the-road excavations)
Why is debris not cleared immediately after road repair?
Barricades, signages, and excavated materials are usually left on newly-restored sections of the road to allow the cement to fully cure (about two to three weeks)
Is your water safe to drink?
Water Treatment Process
You can drink water straight from the tap. SUBICWATER’s stringent water treatment process ensures that our water complies with the Philippine National Standards of Drinking Water (PNSDW) and that of the World Health Organization (WHO).
Chemicals are added to the raw water to remove impurities, bad taste, and odor. Chlorine kills bacteria and other micro-organism, coagulants bind to impurities, polymers aid coagulation, and lime controls acidity.
(2) Coagulation and Flocculation
Water now goes to the flocculation chamber. The added chemicals coagulate or bind to the impurities such as dirt, forming particles called ‘flocs’. These flocs grow larger and heavier and eventually settle at the bottom of the tank.
Clear water is taken from the upper portion of the flocculation chamber and is sent to the clarifier, where water stays for a relatively longer time. This allows the finer particles not captured by the flocs to settle at the bottom of the clarifier.
Water from the upper part of the clarifiers is made to pass through the filters to remove the finest impurities.
The right dosage of chlorine is added to keep the water free from bacteria. The fully-treated water can now be distributed to households and business establishments.
Water Quality Monitoring
Water samples from all over Olongapo City and Subic Bay Freeport are being collected and brought daily to our DOH-accredited laboratory for physical, chemical, and bacteriological testing.
Septic Tank Maintenance
In the absence of a sewerage system, households and establishments must have septic tanks to prevent wastewater from polluting the environment. Septic tanks must be siphoned once every three to five years to ensure their effectiveness.
Proper Septic Tank Design
If you are planning to construct a septic tank, keep in mind the following:
• It must have at least two chambers to properly separate solid matter from liquid.
• It must have a watertight bottom to prevent wastewater from leaching and polluting our groundwater.
Request Septic Tank Cleaning from SUBICWATER
At P2,500 per truckload, no one can beat our affordable siphoning service! This is to encourage our customers to properly maintain their septic tanks, thus ensuring that wastewater will not overflow and harm the environment.
How to avail of this service:
• Fill-out this form (also available at our main office in Subic Bay Freeport); submit this and pay the P100 inspection fee to our cashier.
• SUBICWATER personnel will inspect if your septic tank can be accessed by our vacuum truck.
• If deemed accessible, you will be asked to pay the P2,500 siphoning fee. We will now send our vacuum truck and personnel to clean your septic tank.
SUBICWATER operates a comprehensive sewage collection and treatment system in Subic Bay Freeport. We have a total of seven sewage treatment plants (STPs), 80 kilometers of sewer pipelines, 1,378 sewer manholes, and 32 sewage lift stations to date.
Sewerage System for Olongapo City?
In as early as 2006, SUBICWATER has drawn up and presented to the public its Sewerage Masterplan for Olongapo City. Its significant effect on water tariffs and the major traffic disturbance that that the massive sewer pipelaying activities will bring are the major issues that most likely have deterred our city officials from giving the green light to the project. In this regard, SUBICWATER has offered septic tank desludging services at P2,500 per truckload only— practically the lowest in the region.
It is one of the most dreaded things that can happen to you: dirty, stinky wastewater flowing back up from the toilet or kitchen sink. What causes clogging? Sanitary napkins, tissue papers, plastic wrappers, food scraps, and practically any solid waste that find its way down the drain. Oils and fats from your cooking can also solidify at cold temperatures, forming grease. This sticky substance then becomes an effective debris magnet, and will completely clog sewer pipes over time. Business locators in Subic Bay Freeport, especially hotels and restaurants, are required to have grease traps before they can connect to our sewers.
Who clears clogged sewers?
SUBICWATER takes charge over clogged manholes and sewer conveyance pipes. If blockage occurs along private sewer pipes, the owner is responsible for clearing it up.
Grease Trap Maintenance
A grease trap is a device that intercepts grease and solid waste before wastewater flows into a sewer pipe. Locators in Subic Bay Freeport are required to have this device, especially for hotels and restaurants.
SUBICWATER’s 24/7 InfoTxt Service
SMS-Based Customer Feedback Facility
We understand the power and convenience of short message service (SMS), that is why we encourage our customers to reach us anytime, anywhere, using SUBICWATER's 24/7 InfoTxt Service. You can send feedback, report any water-related issues, and get your latest water bill balance by using simple keywords and sending your message to our two text hotlines. Your text messages are automatically forwarded directly to the concerned personnel, who will immediately respond and take action upon receiving your message.
You can use your unlimited text promo subscription to send messages to our InfoTxt Hotlines. Please save these numbers in your phones:
Smart Hotline: 0929-1111-444