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Santa Cruz (Laguna) Water District (SCWD)
Frequently Asked Questions (FAQs)

Water Service Connection FAQs

The owner of the property or authorized representative may file the application at the SCWD Office:
2nd Floor, Ponce Building, A. Mabini St., Poblacion IV, near PHINMA Union College

Concessionaires may also apply online via the SCWD WaterApp Mobile Application:
Download SCWD WaterApp

SCWD New Service Connection Requirements:
  • Duly accomplished and signed application form
  • Proof of ownership (Land Title, Deed of Sale, Billing Notices)
  • Valid ID with three specimen signatures
  • Residence Certificate / Cedula
  • Location Sketch
  • Barangay Permit with Dry Seal (for excavation). Get the Form from SCWD to be signed by your respective Sangguniang Barangay.
  • Right of Way Permit
  • Business Permit (for commercial applicants)
  • Inspection Fee
  • Other requirements as advised

Please wait 2 to 3 weeks to complete your water service connection.

Concessionaires who wish to have their water service reconnected must first ensure that all arrears and unpaid balances are fully settled. To begin the process, the concessionaire must file a request for reconnection with the SCWD-Concessionaire Service Assistant at the Commercial Services Office. The SCWD-Concessionaire Service Assistant will record the concern, prepare a statement of account for the reconnection fee, and compute any unpaid consumption, if applicable. The concessionaire must then have their unpaid water bill (if any) verified, which the SCWD-Concessionaire Service Assistant checks through the Concessionaire ledger.

after verification, the concessionaire proceeds to the cashier to pay the reconnection fee and any unpaid balance. The reconnection fee varies depending on the number of days since disconnection: ₱50 for 1–5 days, ₱150 for 6 days to 6 months, ₱250 for 6 months to 1 year, and ₱1,000 for disconnections exceeding 1 year. Once payment is made, the cashier issues a validated water bill receipt or a service invoice.

The concessionaire must then present the service invoice to the SCWD-Concessionaire Service Assistant, who will prepare a Maintenance Order (MO) for reconnection and forward it to the SCWD-Engineering Division. Within 24 hours, the water service will be reconnected. Commercial Services personnel will also submit the MO for updating and posting. Finally, the Maintenance Order, signed by the concessionaire, and the SCWD-Commercial Services personnel, will be officially filed.

The total processing time for the reconnection procedure is 1 day and 33 minutes, excluding waiting time for the 24-hour reconnection window. Concessionaires must provide a copy of their service invoice and two copies of the accomplished Maintenance Order, both obtainable from the SCWD-Commercial Services.

Yes, you may request a temporary disconnection of your water service as long as you have no outstanding balance or charges for your current billing cycle. When you request reconnection, the reconnection fee is only ₱100, regardless of how long the service has been Temporary Disconnected.

Billing-related FAQs

Yes. Just go to: MatrixPay, then click the menu “ONLINE BILL INQUIRY”. Through MatrixPay, you can also pay your due SCWD water bills.

An abrupt increase in your water bill can be caused by several factors:
  • Changes in the number of people in your household or account
  • Changes in water consumption patterns
  • A defective water meter
  • Errors in water meter readings
  • Leaks after the water meter or underground leaks
How to Resolve This:
If you notice a sudden increase in your bill, you may contact the Santa Cruz (Laguna) Water District (SCWD) for assistance: A service request will be issued, and our team will investigate, verify, and resolve any issues related to external factors.

There are a few possible reasons why your account may still reflect an unpaid balance even after you’ve settled your bill:
  • You may have made your payment after the due date.
  • Your payment may have been erroneously posted to another account.
How to Resolve This:
If you experience this issue, you may contact the Santa Cruz (Laguna) Water District (SCWD) for assistance: Our team will help verify your payment and correct any posting errors on your account.

For billing-related concerns, concessionaires may contact SCWD through: You may directly communicate with our Consumer Care Specialists for assistance.

Meter-related FAQs

  1. To read your water meter, begin by locating it, most meters are installed outside the home near the main water supply line. If you have a copy of your previous bill, you can verify the correct meter by matching the meter number on the bill with the one on the device. Once located, read the numbers displayed on the meter.
  2. The black numbers represent kiloliters or cubic meters, while the red numbers indicate liters; always read the numbers from left to right. When checking your consumption, ignore the numbers after the decimal point and focus only on the whole numbers shown in black.
  3. To compute your water usage, subtract the previous meter reading (as stated on your water bill) from your current reading. The difference represents the total number of cubic meters of water consumed since the last reading.

If you suspect a water leak in your water or plumbing system, you can perform a simple check:
  1. Close all water outlets inside your property.
  2. Observe your water meter. If the tiny wheel (leak indicator) continues to move, it may indicate an underground leak within your water/plumbing system.
Please note that the Santa Cruz (Laguna) Water District (SCWD) is responsible only up to the water meter. Any plumbing or leaks after the meter are the responsibility of the Concessionaire. You may contact a trusted plumber to investigate and repair leaks within your property.

Your water meter may be defective. To resolve this issue you may contact the Santa Cruz (Laguna) Water District (SCWD) for assistance:

Yes, you can request this free of charge. To resolve the issue, you may contact the Santa Cruz (Laguna) Water District (SCWD) for assistance: Our team will assist you promptly to address your concerns. A service request will be created, and the water meter calibration will be conducted after.

Yes, there will be corresponding meter charges for a meter replacement, as this is a Concessionaire-initiated request. SCWD will conduct the necessary meter testing to determine if the meter has any functional issues. To resolve this issue, you may contact the Santa Cruz (Laguna) Water District (SCWD) for assistance: Our team will assist you in verifying and resolving any issues with your water meter.

Payments FAQs

Yes. Just go to: MatrixPay, then click the menu “ONLINE BILL INQUIRY”. Through MatrixPay, you can also pay your due SCWD water bills. Also, you may pay online via:

  • At the bottom portion of your SCWD Read and Bill SOA, you may scan the QR Code and proceed to pay online.
  • SCWD official website: https://scwdlaguna.gov.ph, then click “PAY YOUR BILLS ONLINE”.
  • SCWD WaterApp: Visit https://scwdlaguna.gov.ph, then click “DOWNLOAD SCWD WATERAPP”. Install the app and use BILLS PAYMENT.

    • Yes, you may settle your water bill at any accredited payment center or via online/mobile payments even without the hard copy of your SCWD SOA.

    Please ensure you provide the correct SCWD Account Number to avoid erroneous posting of your payment.

    📌 At the bottom portion of your SCWD Read and Bill SOA, you may scan the QR Code and proceed to pay online.

    📌 You may also go to the SCWD official website: https://scwdlaguna.gov.ph, then click the menu “PAY YOUR BILLS ONLINE” to access the portal for online viewing and payment of your SCWD water bill.

    📌 You may also pay via SCWD WaterApp. Visit https://scwdlaguna.gov.ph, then click the menu “DOWNLOAD SCWD WATERAPP”. Install the SCWD WaterApp Android mobile application, then click BILLS PAYMENT.

    You may settle your water bill only at our main office: 2nd Floor, Ponce Building, A. Mabini St., Poblacion IV, near PHINMA Union College.

    Please make sure to pay the full amount of all unpaid bills, including the Reconnection Fee.

    Important: SCWD-accredited payment centers and online/mobile payment platforms are not authorized to accept payments for disconnected accounts, as certain documents require signatures to process reconnection.

    You may pay your SCWD water bill at:
    • SCWD office: 2nd Floor, Ponce Building, A. Mabini St., Poblacion IV, near PHINMA Union College
    • At the bottom portion of your SCWD Read and Bill SOA, you may scan the QR Code and proceed to pay online.
    • SCWD official website: https://scwdlaguna.gov.ph, then click “PAY YOUR BILLS ONLINE”.
    • SCWD WaterApp: Visit https://scwdlaguna.gov.ph, then click “DOWNLOAD SCWD WATERAPP”. Install the app and use BILLS PAYMENT.
    • Online/mobile payment platforms (active accounts only): MatrixPay, then click “ONLINE BILL INQUIRY”. You can also pay your due SCWD water bills here.
    • Any accredited payment center (active accounts only).

    Senior Citizen Discount FAQs

    Senior Citizen Discount Policy:
    Any senior citizen who is the registered owner of a residential Santa Cruz (Laguna) Water District account, and whose monthly consumption does not exceed 30 cubic meters, is eligible to apply for the Senior Citizen (SC) Discount.

    The Concessionaire will not receive the discount for any month in which the account’s consumption exceeds 30 cubic meters.

    The senior citizen will begin receiving the discount on the next billing cycle following the approval of the application.

    Requirements:
    • Duly accomplished and signed application form
    • Latest 2x2 Picture
    • Photocopy of the Senior citizen’s ID (with 3 specimen signatures)
    • Water bill showing consumption of less than 30 cubic meters per month
    • Barangay Clearance (if applying through representative)
    • Authorization Letter (if applying through representative)
    Conditions:
    Conditions for availment of 5% Senior Citizen’s Discount under Section 1 Article 12 of RA 9994 (“Expanded Senior Citizen’s Act of 2010”):
    1. The meter is registered in the name of the senior citizen residing therein for at least one year.
    2. Monthly consumption does not exceed 30 cubic meters.
    3. The privilege is granted per household regardless of the number of senior citizens residing therein.
    4. Application is done personally or through a representative with authorization letter.
    5. All required documents are submitted.

    For residential Concessionaires, the discount is 5% of the Basic Charge.

    The Senior Citizen Discount is valid for one year (12 months).

    To continue availing of the discount, the senior citizen or representative must apply for renewal one month before expiration.

    Illegal Connection FAQs

    This Act states the need for the government to adopt urgent and effective measures to address the nationwide water crisis which adversely affects the health and well-being of the population, food production and industrialization process.

    The Republic Act 8041 or the National Water Crisis Act, 1995 (Republic Act No. 8041 of 1995) prohibits any malicious acts that can injuriously affect the quantity and quality of water such as, but not limited to, the following provisions of its Implementing Rules and Regulations:

    • Installing by-pass connections
    • Double or more than one tapping
    • Illegal change of service pipe or size of service pipe
    • Illegal installation of public faucet
    • Illegal re-opening of water service connection
    • Illegal separation of tapping of additional water service connection
    • Illegal transfer of location of tapping of water service connection
    • Illegal transfer of registered service to another property
    • Illegal dismounting or reversing of meter
    • Selling of water
    • Tampering of service valve or water meter
    • Unauthorized use of booster pump or stub-out connection
    • Unauthorized water main extension
    • Unauthorized or unregistered water service connection
    • Use of unregistered additional water service connection

    BY THE NATIONAL LAW
    Section 11. Penalties. —

    The water utility concerned shall have the right and authority to disconnect the water services, five (5) days after service of written notice to that effect, except on Sundays and holidays, without need of a court or administrative order, and deny restoration of the same, when a prima facie evidence, of theft or pilferage shall have been established in accordance with Section 8 hereof: Provided, That a notice shall have been issued even upon discovery for the first time of the presence of any of the circumstances herein enumerated: Provided, further, That the water service shall not be disconnected or shall be immediately restored upon deposit, by the person concerned, of the difference in the billing made by the water utility concerned: Provided, finally, That the deposit shall be credited against future billings, with legal interest thereon where the alleged theft, pilferage or current diversion has not been committed, without prejudice to being indemnified for damages in accordance with the Civil Code and other existing laws.

    A written notice of seventy-two (72) hours is necessary to effect water service disconnection upon the discovery for the second time of any of the circumstances enumerated in Section 8 hereof.

    Any person who shall violate Section 8 hereof shall be punished by imprisonment of six (6) months to two (2) years and a fine not exceeding double the amount of the value of the water stolen or the value of the damaged facilities: Provided, however, That if the offender is assisted in the commission of the crime by a plumber, officer or employee of the water utility concerned, the said employee, officer or plumber shall be punished by imprisonment of two (2) years to six (6) years: Provided, further, That if the water is stolen for profit or resale, the offender shall be punished imprisonment from six (6) to twelve (12) years.

    If the offender is a juridical person, the penalty shall be imposed on the chairman, president, general manager, administrator, and the officers thereof who shall have knowingly permitted, or are otherwise responsible for the commission of the offense.

    SCWD Policy on Illegal Water Connections:

    Penalties for Broken Seal:

    OffensePenalty
    1st Offense₱50.00
    2nd Offense₱250.00
    3rd Offense₱500.00
    4th OffenseMeter pull-out and disconnection of water service. SCWD will no longer provide service.

    Penalties for Illegal Connection:

    OffensePenalty
    1st Offense₱2,000.00
    2nd Offense₱4,000.00
    3rd Offense₱6,000.00
    4th OffenseMeter pull-out and disconnection of water service. SCWD will no longer provide service.

    Notes:

    • All penalties are cumulative per offense.
    • Illegal connection includes unauthorized tapping, tampering with meters, or unregistered service connections.

    Water Conservation FAQs

    How to do Water Conservation infographic
    • Improve leakage management: Check and improve the leakage of water, faucets, and toilets regularly. Small leakage that is not improved can cause significant waste of water.
    • Use a shower with low water flow: Use a showerhead designed to reduce water flow. This will help reduce the use of water during bathing.
    • Turn off the faucet when not used: Turn off the water faucet when brushing teeth, washing hands, or rubbing a plate to avoid unnecessary water waste.
    • Use a washing machine wisely: Fill the washing machine until it is full before operating to optimize water use, and consider using a water efficient washing cycle if available.

    For inquiries:

    💧 Save Water. Save Life!

    SCWD Innovations FAQs

    • Read and Bill System: Santa Cruz (Laguna) Water District (SCWD) has implemented the new READ & BILL process through MatrixAndroid technology developed by MATRIXMEDIA, improving meter reading, billing, and collections efficiency in Santa Cruz, Laguna.
    • SCWD WaterApp: A water utility mobile application for 24/7 account access. Features include:
      • View and Pay Bills – Access and pay anytime, anywhere.
      • Report a Water Leak – Notify SCWD Water and get restoration updates.
      • Inquire, Request, and Give Feedback – Contact via email or live chat.
      • Apply for New Water Service Connection – Submit requirements online.
      • Water Bill Calculator – Estimate bills based on consumption.

      • Download SCWD WaterApp
    • Online and Mobile Payments: Powered by MatrixPay technology, enabling payments via cash, cards, and e-wallets (GCash, Maya). Available 24/7.
    • Online Consumer Care Support: Customer service through email, live chat, social media, and messaging apps.
    • Text Blast Service: Bulk SMS advisories powered by MatrixSMS technology from MATRIXMEDIA.

    More SCWD Online Services powered by MATRIXMEDIA:

    • Online New Water Service Application: Apply for new service online.
    • Online Additional Water Service Application: Apply for additional service online.
    • Online Bill Inquiry: Securely register and access bills 24/7.
    • Online Support Ticket: File complaints online via digital channels.

    Complete Water Utility Package powered by MATRIXMEDIA:

    1. Water Utility Cloud-Based Information Systems (MatrixCloud)
    2. Water Utility Online Bill Inquiry & Online Payment Feature (MatrixPay)
    3. Water Utility Read and Bill Android Mobile Application (MatrixAndroid)
    4. Water Utility Mobile Application with Payment Feature (Matrix WaterApp)
    5. Water Utility Mobile POS with Payment Feature (MatrixCollect Mobile POS)
    6. Water Utility Mobile CRM with Service Memo & SMS Feature (MatrixSupport Mobile)
    7. Water Utility Mobile Queuing System with SMS Feature (MatrixQue Mobile Queuing System)
    8. Water Utility SMS Text Blast System for Public Announcement (MatrixSMS)
    9. Water Utility SMS Bill System (MatrixBill SMS Billing System)
    10. Water Utility e-Bill System (MatrixBill E-Mail Billing System)

    💧 Innovating Water Services. Serving You Better!



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