Regional player Maynilad sought to communicate its transformation from a basic utility to a water solutions company. Using its community-based innovations as a springboard, it encouraged a deeper look into its contributions to countrywide development.


Working closely with the company’s marketing and sustainability teams, we translated the reflective and transparent quality of water into a prism, using it to focus, communicate points of view, create a pattern, and shed light on partnership. We also breathed life into the data-intensive report, visualizing the numbers that helped define the company’s value proposition. We applied the principles of inclusivity and access – core corporate principles – to our approach to report design, ensuring that all stakeholders, regardless of background, could gain an appreciation of the report.


We reaffirm our commitment to sustainable development with the publication of our fourth Sustainability Report, Beneath the Surface.

This report covers Maynilad’s economic, environmental, and social performance from January 1, 2015 to December 31, 2015. As a marked improvement from last year’s report, we align our narrative to the 17 UN Sustainable Development Goals which were adopted by 193 countries last September 2015. These goals were instituted and are aimed at ending poverty, protecting the planet, and ensuring prosperity for all.


We account and compute for water loss as the difference between water withdrawn and water produced. 

Our primarily losses are incurred at LMTP 1 and 2 filter beds through cyclic backwashing or the inability of these plants to recover backwash water from its lagoons which have accumulated significant amounts of sludge. Losses at LMTP 1 are also a result of evaporation and small leaks in the numerous gates that all go to the lagoons. Losses at PWTP, meanwhile, are incurred through membrane washing and use of reverse osmosis.

Managing Complaints 
and Requests

We categorize complaints in four areas: service (C1), billing (C2), application (C3), and installation (C4). In 2015, 180,016 complaints and requests were registered, 7 percent higher than the previous year in all categories, except for billing.  There was a significant increase in service-related complaints mainly due to issues encountered such as water availability and quality issues from PWTP and a major interruption due to pipe realignment in Manila.

We strive to resolve all valid complaints as quickly as possible. Compliance or resolution is measured by the number of complaints addressed within 10 working days for C1 and C2. The requests should be addressed within seven days for C4 and five days for C3 as indicated in our Service Level Agreement (SLA). Also, we need to have a 95 percent target resolution for C1, C3, and C3 and a 90 percent target for C2.

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