FREQUENTLY ASKED QUESTIONS
1. What is the Lifeline Rate?
The Lifeline Rate is a discounted rate available to Residential customers whose monthly water consumption does not exceed 10 cubic meters (cu.m.). Maynilad automatically applies this rate—a 41.3% discount on the Basic Charge—to the water bills of all Residential and Residential Bulk customers when their monthly consumption is 10 cu.m. or less.
2. Wasn’t this Lifeline Rate amended by Maynilad last January 2024? So what is this new amendment in January 2025?
Yes. In January 2024, Maynilad introduced the Enhanced Lifeline Program (ELP), which provided a higher discount of 49.3% for Residential and Residential Bulk customers who are not only low consumers (i.e., 10 cu.m. or less per month) but are also considered marginalized—i.e., beneficiaries of Pantawid Pamilyang Pilipino Program (4Ps) Act or customers living below the poverty line, as determined by the local Social Welfare and Development Office (SWDO).
The implementation of the ELP resulted in Maynilad having two types of Lifeline customers:
(1) Regular Lifeline – Residential and Residential Bulk customers who only consume 10 cu.m. or less per month. They automatically get a 41.3% discount on their Basic Charge.
(2) Low-Income Lifeline – Residential and Residential Bulk customers who only consume 10 cu.m. or less per month and also belong to the marginalized sector. They get a 49.3% discount on their Basic Charge if they apply for and qualify to the ELP.
Starting January 2025, Maynilad will expand the Low-Income Lifeline consumption threshold so that more marginalized customers can benefit from the program. Those qualified to the ELP will now receive a 51.53% discount (from 49.3% in 2024) for consumption up to 10 cu.m., and will now also get a 40% discount on consumption from 11 to 20 cu.m.
This expanded consumption threshold under the ELP ensures more inclusive support, even for larger households or those with extended families living together.
3. How much is the amended Lifeline Rate for Maynilad customers?
A discount of around 41.3% is automatically applied on the Basic Charge of all Maynilad Regular Lifeline customers. Meanwhile, the Low-Income Lifeline customers of Maynilad who apply for and qualify to the ELP will receive a 51.53% discount on the Basic Charge for consumption up to 10 cu.m. and will now also get a 40% discount on consumption from 11 to 20 cu.m.
The discount for all Lifeline customers is applied to the Basic Charge. Consequently, the other charges—which are expressed as a percentage of the Basic Charge—shall be adjusted proportionately. The Maintenance Service Charge shall remain the same.
The Senior Citizen discount shall apply on top of the Lifeline Rate for registered Senior Citizen customers consuming 20 cu.m. or less monthly.
4. Who are qualified for the Low-Income Lifeline Rate?
Customers who meet any of the following criteria may apply for the Low-Income Lifeline Rate:
- Household-beneficiaries of Republic Act No. 11310, also known as the “Pantawid Pamilyang Pilipino Program (4Ps) Act”
- Customers considered to be living below the poverty threshold set by the Philippine Statistics Authority (PSA), with Certification of Family Income Within the Poverty Threshold issued by the local Social Welfare and Development Office (SWDO)
- Bulk-supplied accounts under housing programs or projects of the government duly certified by the Local Government Unit (LGU) or relevant authorities. The homeowner’s association (HOA) should be the one to apply for the discount for these customers.
- Bulk-supplied accounts under low-cost housing programs or projects of the private sector (e.g., Gawad Kalinga villages, Ronald McDonald House Charities communities). The HOA should be the one to apply for the discount for these customers.
Only one Maynilad customer per qualified household can be granted a Low-Income Lifeline Rate. In case there is more than one beneficiary who applied for the Low-Income Lifeline Rate from the same household (i.e., same service connection), only one application will be granted the Low-Income Lifeline Rate while the remaining application/s will be disapproved.
The Lifeline Rate will only be applied if the water consumption for the month is within the lifeline consumption threshold of 20 cu.m. and below.
5. Who are not qualified for the Low-Income Lifeline Rate?
The following are not qualified to apply for the Low-Income Lifeline Rate:
- Marginalized individual customers who are residing in bulk-supplied communities or accounts, as the application for Lifeline discount for such should be done by the homeowners’ association (HOA)
- Existing customers found to be with confirmed illegality and/or with disconnected service at the time of application, but may apply once the account has been reopened and/or illegality has been settled
6. Will I automatically receive the Low-Income Lifeline Rate if I meet the criteria?
No. Customers who are qualified for the Low-Income Lifeline Rate must first apply with Maynilad and submit all of the documentary requirements. Only customers with validated applications can receive the special discount. Once validated, the qualified Low-Income Lifeline customer will start enjoying the discount one month after approval of his or her application.
7. How do I apply for the Low-Income Lifeline Rate?
A Maynilad customer must either be a 4Ps beneficiary or a customer living below the poverty threshold set by the Philippine Statistics Authority (PSA).
If customer is a 4Ps Beneficiary, the following must be met/submitted to any Maynilad Business Area office or Maynilad Barangay Helpdesk:
- Duly accomplished Low-Income Lifeline Rate Application Form
- Most recent Maynilad bill
- 4Ps ID*
*If 4Ps ID is lost/unavailable, other government-issued ID may be provided
If customer is living below the poverty threshold set by the PSA (Non-4Ps Beneficiary), the following must be submitted to any Maynilad Business Area office or Maynilad Barangay Helpdesk:
- A Certification from the local Social Welfare and Development Office (SWDO) issued within the last six (6) months showing that his or her family income is below the poverty threshold set by the PSA and applicable at the time of his or her application*
- Duly accomplished Low-Income Lifeline Rate Application Form
- Most recent Maynilad bill*
- Any valid government-issued ID containing the address of the registered customer and his or her signature
*The address indicated in the Maynilad bill must be the same as the one in the SWDO Certificate. If addresses do not match, these will be subject to further verification by Maynilad.
Below is the list of accepted IDs:
- Police Clearance
- Postal ID
- Professional Regulatory Commission License (PRC) ID
- Senior Citizen ID
- Social Security System (ID)
- Tax Identification (TIN) ID
- Unified Multipurpose ID
8. Can I apply for the Low-Income Lifeline Rate through a representative?
Yes, application through a representative is allowed. The following requirements should be submitted along with the requirements mentioned previously:
- Signed letter of authorization—typewritten or handwritten—bearing the names of the account holder/applicant and representative, Contract Account Number (CAN), address of the account, and signature of both the applicant and the representative. The letter should also specify the reason for the representation. Applicants may also use the Maynilad Customer Authorization Form.
- Valid government-issued ID of both the representative and the represented, with signature
9. Will I still get a Low-Income Lifeline Rate even without applying for it?
No. Customers who are qualified for the Low-Income Lifeline Rate must first apply with Maynilad and submit all of the documentary requirements. Only customers with validated applications can receive the special discount. Once validated, the qualified Low-Income Lifeline customer will start enjoying the discount one month after approval of his or her application.
10. What is the validity period of the Low-Income Lifeline Rate?
The Low-Income Lifeline Rate is valid for three (3) years and may be renewed two (2) months before the anniversary date—i.e., the date of approval of the discount granted, subject to reapplication and submission of the same application requirements.
11. What happens if my consumption for the month exceeds the 20-cu.m. limit?
If you have been enjoying the Low-Income Lifeline Rate but exceeded the water consumption limit of 20 cu.m., your bill for that month will not be provided a discount under the Lifeline Rate and you will be billed using regular tariff computations. But if your next billing is at 20 cu.m. and below, you will continue to enjoy the Low-Income Lifeline Rate for that particular month.
