Our Sustainability Approach

Stakeholder Engagement

GRI 2-29

Stakeholder engagement is integral to our business strategy and the identification of material sustainability issues. Through various channels of engagement embedded in our daily work, we respond to their issues and concerns and incorporate their valuable insights in our plans and programs.

Stakeholder/Partner And why they are important to us	Engagement Channels	Issues and Concerns	Our Response
Community/Customers Our customers are our strong partners and help us generate financial capital, while leveraging on social and relationship capital.	Community dialogues called “Kasangga Day” Customer Service Hotline Public consultations Traditional and social media releases Flyers, bulletins, texts, surveys Manila Water App Events and Information and Education Campaigns (IECs)	24/7 water availability Other services availability Adequate and timely advisories Quality of customer service Environmental issues such as conservation of natural resources and climate change Impact of programs and projects	Service Improvement Projects Advisories via media and local authorities i.e. planned service interruption for maintenance and repairs, desludging schedules, etc. Various customer service channels to lodge their concerns – Manila Water Hotline, social media, Manila Water App, walk-in. Customer Handling protocols and feedback mechanisms Opportunity to be involved in environmental advocacies
Employees Our human and intellectual capital, whose contribution in terms of performance and expertise enable us to deliver our services, remain competitive and position to grow as an organization.	Meetings and Dialogues Employee onboarding Employee Feedback Surveys Employee Townhalls BOW (Balita on Wednesdays or News on Wednesdays) E-Agos Newsletter	Work-life balance Compensation and Benefits Growth and stability Talent development Health and Safety Mental health	Programs in place specific to: Employee health Mental wellbeing Talent development Employee engagement Talent development Internal communications
Regulators Our partners to advance water and wastewater services in the country. Through regulation, policies, and oversight, they set the service standards for our sector.	Regular meetings Reports submission Public consultation Events, seminars, and conferences Surveys	Service obligations, which includes service continuity and reliability and wastewater compliance Tariff adjustments Water and water infrastructure project implementation Climate change and biodiversity	Regular dialogues on service obligation concerns and other critical issues Full engagement to the rate rebasing exercise e.g. public consultation Regular update on various projects and operational concerns Compliance to reporting obligations
Investors and the financial community Our advocates in advancing progress in the industry and our partners in raising financial capital. We ensure that the resource they provide is used in the most effective and efficient way to serve today and future generations.	Annual Integrated Report Annual Stockholders’ Meeting Quarterly Analysts’ Briefings Company Website Traditional and social media releases Investor Roadshows Investor Dialogues	Emissions and Climate Change Economic contribution, which covers the implementation of the CAPEX Program, and the Service Improvement Plan Strategy, risks, and governance Financial and Operating Performance	Investing in project to address climate concerns, water security and other material ESG topics Dialogues and immediate response to investor queries Timely disclosures to regulatory agencies and investing community
Government Our partners in serving the communities. Through its plans, laws and enforcement policies, we share the same vision of benefitting our customers – the people in their jurisdiction.	Regular meetings Reports submission Briefings and public consultations Events, seminars, and conferences Advocacy programs	Compliance with laws, regulation, and other requirements Participation in advocacies and initiatives Implementation of infrastructure projects Health and Safety Timely advisories and resolution of concerns of their constituents	Compliance and regular coordination on all critical areas – legal and regulatory requirements, project planning and implementation Partnership in various advocacy programs e.g. Toka-toka, watershed management, disaster resilience Submission of position papers and various documents Regular communication of advisories via social media or through local officials
Vendors, Suppliers and Contractors Our critical partners in delivering our day to day services and in building, and maintaining our assets and infrastructure.	Vendors’ Forum Vendor 360 Degree Feedback Vendor Counselling Company presentations Events, seminars, and conferences	Project opportunities Performance, feedback mechanism and process Health and safety	Communication of project pipeline during Vendor Forums Feedback and counseling sessions Health and Safety program
Media The media helps us reach our communities regarding announcements on our services as well as spread awareness on our projects and programs.	Press conferences and interviews Traditional and social media releases Company Website	Updated information on the programs of the company; e.g. service and service disruption, project status, company performance, events and advocacies	Press briefing and media engagements when needed Press briefing and media engagements when needed Relevant information posted on digital and social media platforms Media visits of major projects and facilities

Stakeholder Testimonials

ENGR. LEONOR C. CLEOFAS, CESO IV

Administrator
Metropolitan Waterworks and Sewerage System

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They are more than just their day jobs.

Since 1997, Manila Water has been more than just a water and wastewater service provider in Metro Manila's East Zone. They have consistently demonstrated a commitment that extends far beyond their mandate. Programs like Toka-Toka and WASH are primary examples. These initiatives not only reflect the organization’s core values of enhancing stakeholder well-being and delivering quality services, but also their dedication to environmental protection. By promoting responsible household wastewater management through Toka-Toka and ensuring access to water and sanitation in underserved communities with WASH, Manila Water actively embodies sustainability. We commend their efforts to continuously invest in the needs of future generations, showcasing a dedication that transcends their day-to-day operations.

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SHERISSA “BABY” NUESA

Member of Manila Water Board of Directors
Manila Water Company

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Over the years, Manila Water has carved a remarkable imprint on Sustainability.

The Company has consistently demonstrated a deep commitment to sustainability, integrating ESG principles into the core of its operations. This commitment is evident in their achievements on reducing system losses, developing new water sources, protecting watersheds, implementing water reuse and recycling, and expanding access to clean water. Furthermore, they continue to drive progress in reducing greenhouse gas emissions, enhancing sustainability reporting, and expanding reforestation initiatives. These efforts solidify their role as a responsible and forward-thinking organization.

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RON JOHN M. QUEJADO

Master Teacher I
H. Bautista Elementary School

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As a public-school teacher in Marikina City, I deeply admire Manila Water's dedication to providing excellent and safe water services, especially in our city.

They've proven to be a valuable partner to our educational sector, consistently delivering quality service and supporting us during disasters and school events. We appreciate their commitment to environmental sustainability, which contributes to our nation's development.

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LYN JOCEFFIN D. ZAMORA

General Manager
Clark Water

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Manila Water demonstrates a strong commitment to sustainability by seamlessly integrating its strategies into its core mission of providing quality water and environmental services.

The Company effectively balances economic viability with social and environmental responsibility, adopting a proactive and long-term approach that positions it as a leader in sustainable water and wastewater management. This success is undeniably driven by its dedicated and passionate employees, who play a crucial role in ensuring environmental stewardship, operational efficiency, and meaningful community engagement.

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