Customer Guide 2016 Eng

Customer
Guide
4th Edition
2016
MESSAGE FROM H.E. SAEED AL TAYER
MD & CEO OF DEWA
“DEWA is sincerely committed towards intrusting the powerful vision of
our esteemed leader H.H. Sheikh Mohammed bin Rashid Al Maktoum –
Vice President and Prime Minister of the UAE and Ruler of Dubai and becoming
an important and primary provider of excellent services to all citizens of
Dubai. We deliver Electricity & Water to more than 700,000 customers
encompassing residential, commercial, industrial and others. We are aiming
to master customer happiness and gain a solid trust through progressively
developing to meet our objectives. This comes within the framework of
DEWA’s plans to simplify the procedures with the application of best practices
that improve the quality of services provided to all customers and to achieve
its vision as a sustainable innovative world-class utility.
The basic pillar at which DEWA stands tall is its thrust to be a pioneer at what
it does, to substantially ensure its uniqueness by providing innovative and
outstanding services and to stamp its journey with the label of high standards.”
Saeed Mohammed Al Tayer

MD & CEO of Dubai Electricity and Water Authority
TABLE OF CONTENTS
INTRODUCTION.............................................................................................. 7
THE CUSTOMER HAPPINESS CHARTER ..............................................................8
ELECTRICITY CONNECTION SERVICES .............................................................. 11
CUSTOMER SERVICE...................................................................................... 28
NO OBJECTION CERTIFICATE (NOC)................................................................48
ADVISORY SERVICES..................................................................................... 52
WATER SERVICES.......................................................................................... 54
EMERGENCY OFFICE SERVICES ...................................................................... 56
CUSTOMER CARE CENTRE SERVICES................................................................ 65
DEWA E-SERVICES LIST ................................................................................ 68
BILL ENQUIRY.............................................................................................. 73
BILL PAYMENT CHANNELS ............................................................................ 75
GREEN BILL.................................................................................................. 81
ASH’IR & HAYAK ...........................................................................................84
ELECTRICITY & WATER CONSERVATION & TIPS................................................. 86
CUSTOMER HAPPINESS CENTRES ...................................................................90
SUGGESTIONS & COMPLAINTS ...................................................................... 96
CONTACT US ................................................................................................98
INTRODUCTION
Thank you for taking the time to read this Customer Guide produced by Dubai
Electricity and Water Authority. This guide is designed to provide our customers
with the information they need to ensure their applications, request, queries
and follow-ups are completed as quickly as possible and to their complete
satisfaction and happiness.
This guide lists the wide range of services that DEWA provides, such as the a
wide variety of bill payment channels provided for your convenience, and
useful information on how you can reduce your electricity and water use, to
save you both time and money, along with our customer happiness charter –
our pledge to you and for generations to come.
DEWA’s Vision, Mission, Motto and Values
Our Vision
A sustainable innovative world-class utility.
Our Mission
We are committed to the happiness of our stakeholders and promoting Dubai’s

vision through the delivery of sustainable electricity and water services at a
world-class level of reliability, efficiency and safety in an environment that
nurtures innovation with a competent workforce and effective partnerships;
supporting resources sustainability.
Our Motto
For Generations to come.
This reflects two key elements; the first is that DEWA is committed to a long-
term sustainable future for delivery of electricity and water to the Emirate
of Dubai. This leads to the second element, that this can only be achieved by
taking an ethical and sustainable attitude to the development of electricity
and water.
Our Values
• Stakeholders Happiness
• Sustainability
• Innovation
• Excellence
• Good Governance
6 7
HAPPINESS CHARTER
CUSTOMER
DEWA is committed to achieve excellence in service provision that not only

attains your happiness but also exceeds your expectations. DEWA has adopted
the Customer Service Charter, launched by H.H. Sheikh Mohammed bin Rashid
Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai,
which comprises the following:
OUR COMMITMENT TO YOU

• We will treat you with courtesy, respect and a smile
• You will receive high standards and fair service
• We will cater to your needs professionally and to the best of our ability
• We will provide our services through a helpful and knowledgeable team that
is understanding and capable of answering your questions
• We will provide you with service requirements, realistic expectations and
completion times for each service
• You will be attended to in a timely manner
• We will reduce the number of steps required to complete a service in the
easiest and most efficient manner
• We will provide you with accurate information and error-free service
• We will provide you with a multi-channel service and ensure that we serve at
your convenience, whenever possible
• We welcome your feedback and suggestions to serve you better
THE CUSTOMER YOUR COMMITMENT TO US

• Appreciate the efforts of our employees at your service and treat
HAPPINESS CHARTER them with mutual respect
• Provide identification documents when requested
• Provide the supporting documents required to complete a service
The Customer Happiness Charter has been developed so we can engage with you • Inform us immediately of any changes to information provided, or in
in a more meaningful way by adopting best practices in responsible customer case of error
service. It sets our benchmarks and defines your service expectations, fostering • Inform us immediately of any changes that may affect our
engaged customer participation to ensure excellence from government services. service provision
• Respond in a timely manner to queries from our employees to ensure timely
Visit www.dewa.gov.ae to know your rights and obligations. service and quality
8 9
CONNECTION SERVICES
ELECTRICITY
ELECTRICITY CONNECTION SERVICES

This connects your new buildings and properties to DEWA’s electricity grid.
10 11
CONNECTION SERVICES
CONTRACTORS & CONSULTANTS REGISTRATION

ELECTRICITY
CONTRACTORS AND CONSULTANTS REGISTRATION 2. Contractors

SERVICE
SERVICES
Registration for electricity connection services is
Registration for contractors and consultants in to be submitted through DEWA website at
Service Description www.dewa.gov.ae as per the applicable
order to apply for DEWA services
listed below:
1. Consultants
No. Category Required Documents
Applications for new connection services can be
made on the DEWA website at www.dewa.gov.ae as • Valid trade licence copy issued
per the application categories listed below: by the Department of Economic
Development of Dubai
• Supervising engineer’s
No. Category Required Documents documents copies (passport,
Contractor-
• Valid trade commercial 1 visa, technical qualification and
Electrical
General license copy issued by the experience) with a minimum of
consultant- Department of Economic one year experience required
1 (civil, Development of Dubai • List of technical staff with
structural, • Supervising engineer’s copies of supporting visa
architectural) passport copy along with documents
visa page • Valid Trade License copy
issued by the Economic
• Valid Trade License Contractor-
2 Department of Dubai
copy issued by the Civil
Department of Economic • Copy of supervising engineer’s
Development of Dubai passport and visa page
• Supervising engineer’s • Valid Trade License copy,

Electrical issued by the Economic
2 documents copies How to receive
consultant Department of Dubai
(passport, visa, the service
technical qualification • Supervising engineer’s
How to receive and experience) with a Contractor- documents copies(passport,
the service minimum of one year 3 Electrical visa, technical qualification and
experience required Fit out experience) with a minimum
one year experience required
• Authorization • List of technical staff within
Utility certificate or letter for
consultant company with copies of valid
a representative (with employment visa
(government passport copy)
3
organisation, • Valid Trade License copy,
utilities or • Supervising engineer’s
issued by Economic
developers) passport copy along with
Department of Dubai
visa page
• Supervising Engineer’s
• Valid trade license documents copies (passport,
copy issued by the Contractor- visa, technical qualification and
Department of Economic 4 DRRG Solar experience) minimum four years
Development of Dubai PV experience required
•S
upervising engineer’s • DEWA certified solar
DRRG solar PV documents copies professional’s documents
4
consultant (passport, visa, technical • List of technical staff within
qualification and company with copies of valid
experience) minimum four employment visa
years experience required • Valid Trade License copy,
Contractor-
• DEWA certified solar 5 issued by the Economic
Demolition
professional’s documents Department of Dubai
12 13
CONNECTION SERVICES
ELECTRICITY CONNECTION SERVICES

ELECTRICITY
3. Owner Registration SERVICE ELECTRICITY CONNECTION SERVICES
Complete the owner registration through Owner

Contractors and consultants can apply for
registration procedure on DEWA website at Service description electricity connection through the DEWA website
www.dewa.gov.ae by using unique identification after submission of the necessary documents
key e.g. Emirates ID. Trade license etc.
One window for getting electricity connection
No. Category Required Documents As a pre-requisite, the customer shall complete the
• Owner‘s Emirates ID (scanned owner registration process and obtain the building
1 Individual copy) NOC and Building Permit, for the project
• Owner’s Authorisation letter
Applications for getting electricity can be made
• Trade License (scanned copy) at the E-Services One Window. Please upload all
2 Organization
• Owner’s Authorization Letter documents and technical drawings required for
the issue of a DEWA estimate or connection charge
and further coordinate for any technical inspection
requirements for the power connection
Channels providing
Through DEWA website www.dewa.gov.ae
the service The customer will be able to track the status of the
application, uploading of additional documents,
Service fees Free of charge downloading of the approved documents, project
status notification for Substation Inspection
Service time and (If applicable) as well as LV inspection, etc. through
5 working days from the date of registration
average wait time one window system
Total service Please submit your applications along the following

5 working days from the date of registration attachments listed in the application form on the
completion time
DEWA website www.dewa.gov.ae, choosing the
service Getting Electricity connection
Application for
Getting Electricity
1. Visit DEWA website www.dewa.gov.ae
2. Click on Consultants & Contractors
3. Under services click on Getting Electricity/
Water Connection
4. L
ogin with your user ID and Password
5. Select the owner of your project by using
the drop down selection lists. And select the
appropriate owner ID (Emirates ID, Idbara,
Trade license) as searching criteria for
retrieving the data
6. Upon selecting the owner, choose the type
of connection.(Permanent/Additional load/
construction / Temporary supply)
7. Search the dewa approved building Noc,
related to your project
8. Select the Dewa approved building Noc and
press on create application
14 15
CONNECTION SERVICES
ELECTRICITY
Payment of Estimate
9.
Upload required information and submit
application ,system will generate a unique
No. Procedure
application no (E-9XXXXX) that shall be used
for future reference till completion of your The applicant will receive DEWA’s Estimate
1
request by e-mail or online
Pay the estimate online or at DEWA’s
10.The submitted documents will be processed 2
counters at Customer Happiness Centres
by dewa and connection cost /estimate will be
issued through the system
11.
You will be able to make payment through
online or respective Customer Happiness
Centres DRRG (DISTRIBUTED RENEWABLE RESOURCES
Application for
Getting Electricity 12. Upon payment, DEWA will issue the job order
GENERATION) SOLAR APP
and proceed with external work SERVICE DEWA SOLAR APP FOR DRRG SOLAR INSTALLATION
13.
Once the electrical work of the project is
Issuance of Solar connection in-order to ensure
completed, notification for dewa technical
Service description connections of Electricity to power Distribution
inspection can be initiated
System of DEWA
14.Dewa engineer will conduct field inspection of
the electrical installation and upon compliance 1. For NOC, Apply through
with approved drawings and dewa regulations ,
“DEWA website → Consultants & Contractors
meter will be installed and power supply will be
→ Innovation → Apply for PV Solar Connection
connected subject to inspection clearance and
→ Solar NOC Application”
submission of Building Completion Certificate
from concerned authority 2. E
nter any of the search parameter e.g.
Emirates ID No, trade license number and
Idbara number of an existing owner and search
Low Voltage Design Approval: for creating application
• Load from 1-150kW: 1 Working Day
• Load from 151-3000kW: 7 Working Days 3. If owner name does not appear while
• Load from 3001-5000kW: 12 Working Days searching, go to owner registration option
• Load from 5001kW & above: 17 Working Days and search with owner identification type and
Issuance of Connection Cost: number for the owner in DEWA’s database,
• Load from 1 to 150kW: 1 Working Day then select and relate the owner. If the owner
• Load from 151 to 400kW: 5 Working Days is not available in DEWA database, then you
• Load from 400kW and above: 9 Working Days need to register the owner by selecting create
How to receive the owner and update the required details
Total service Low Voltage Inspection: service
completion time • Load from 1 to 150kW: 2 Working Days from the date 4. S
elect type of NOC as per your requirements
preferred by the authorized electrical contractor for Eg: New, revision, renewal, modification
the project
• Load above 150kW: 3 Working Days from the date 5. Fill up mandatory information
preferred by the authorized electrical contractor for
the project 6. A
ttach required documents as listed and press
Substation Location & Size Approval (If applicable): submit button
• 4 Working days
7. System will automatically generate solar NOC
Substation Inspection (If applicable): number (70xxxxx), the same can be referred
• 2 Working Days from the date preferred by the any time
authorized electrical contractor for the project
8. Customer will be able to track the application
9. F
or Design Approval, Apply through “DEWA
Shams Dubai App”, select E-service then
choose DRRG Solar Design Approval
10. Enter the solar NOC number
16 17
CONNECTION SERVICES
ELECTRICITY
11. S
elect stage of Design Approval and category DUBAI ELECTRICITY & WATER AUTHORITY
as per your requirements eg.: New, revision, INTRODUCES “AL NAMOOS” SERVICE, WHICH
renewal, modification
ENABLES CUSTOMERS TO OBTAIN POWER
12. F
ill up mandatory information
CONNECTION WITHIN 10 DAYS FOR LOAD OF 150
13. A
submit button KW AND BELOW, AS PER THE BELOW STEPS:
14. C
ustomer will be able to track the application
Time to
15. C
ustomer can proceed with the installation of NO Steps
Complete
solar PV plant
16. O
nce customer receive the estimation, Electrical consultant/contractor applies for
make the necessary payment on mobile App 1 electricity supply and obtain external works from 8 Days
(or manually or through the web portal) Dubai Electricity and Water Authority
How to receive the 17. C
omplete the installation of the solar PV plant,
Electrical consultant/contractor requests
service customer to offer the system for inspection
LV inspection for Release of Supply, to Dubai
through mobile app by clicking on submit for 2 2 Days
Electricity and Water Authority, and obtains meter
inspection
installation and final connection
18. A
fter clicking submit for inspection, select
type of inspection as per your requirements Payment of Estimate
eg.: Without connection, request for meter
installation, With connection, offer for ne Window Process for Getting Electricity
O
re-inspection Connection (Construction Purpose)
19. C
lick on Contract agreement and Attach Please obtain the building permit from concerned
customer signed copy of the contract Authority and follow the above procedure
agreement if already not submitted during
One Window for Fit-out connections
Design Approval
The Consultants, electrical contractors and
20. C
ustomer will be able to track the application,
contractor-fit out are able to submit application
inspection clearance or snag list to initiate
for fit-outs connection. Please complete the
suitable action from customer side
application along with the attachments as listed
in the application form through DEWA’s website
Channels providing
Through DEWA website www.dewa.gov.ae www.dewa.gov.ae when choosing the Fit-Out
the service
Application service
Service Fees Free of charge
• 14 working days for NOC

• 21 working days for DA
Service time and
average wait • 7
working days for without connection
Inspection
• 14 working days for with connection Inspection
Total service
• 56 working days
completion time
In some cases , completion of service may take

Notes more than specified working days if comments
required from other DEWA internal departments
18 19
CONNECTION SERVICES
ELECTRICITY
No. Procedure to follow

• Enter any of the Search parameter e.g.
Emirates ID No. Trade Licence number,
and Idbara number, to identify an existing
Owner or Press Search Button for
Free Search
• Select any of the Owners which you want to
create application
• Fill-up all mandatory information
• Attached all required document as
displayed in the application form and press
submit button
• System will automatically generate
application number(F-9xxxxx); the same
can be referred any time
• Customer will be able to track the status of
the application
• Once the technical documents are
approved BY DEWA customer will receive
the estimate (If applicable), and the
option for notifying for LV inspection will
be available at tracking
• Upon site readiness customer will be able
to notify for premise LV inspection and
power supply connection
Channels providing
the service
Service fees Free of charge
Service time and

N/A
average wait time
20 21
CONNECTION SERVICES
ISSUANCE OF BUILDING NOC

ELECTRICITY
SERVICE DEWA ISSUANCE OF BUILDING NOC Channels providing

the service
Service description Issuance of Building NOC
The customer shall complete the owner
Service time and
registration process and obtain the building NOC 6 working days
How to receive average wait time
the service Apply for building NOC through web site
along with the attachments as listed in the Total service
6 working days
application form completion time
In some cases, completion of the service

No. Procedure to follow may take more than 6 working days in case
Notes
comments are required from other DEWA
Apply through www.dewa.gov.ae choose internal departments
“DEWA website → Consultants &
Contractors → Services → NOC Services →
Building NOC”
• Enter any of thesSearch parameter e.g.
Emirates ID No. Trade Licence number, and
Idbara number of an existing owner and
search for creating application
• If the owner name does not appear while
searching, go to owner registration and
search with owner identification type
and number for the owner in DEWA’s
repository. Then select and relate the
owner, if the owner is not available in
DEWA repository, need to register the
owner by selecting Create Owner and
update the required details
1
• Select Type of NOC as per your
requirements e.g. new, revision, renewal
or additional load
• S elect connection type e.g. electricity
• Attach all required documents as listed
and press Submit button
application number (10xxxxx); the same
• Customer will be able to track the status of
the application
Note: The projects which requires a Dubai
Municipality permit, application for
Building NOC to be incorporated in the DM
application for building permit
22 23
CONNECTION SERVICES
ISSUANCE OF DEMOLITION NOC

ELECTRICITY
SERVICE DEWA NOC FOR DEMOLITION PURPOSE
Service description Issuance of NOC for demolition

Apply for Demolition NOC through web site along
How to receive the
with the attachments as listed in the application
service
form
No. Procedure to follow

Apply through www.dewa.gov.ae choose
“e-service” then choose Consultants &
Contracts → Services → Under NOC Services
→ Demolition NOC
• Enter any of the Search parameter e.g.
Emirates ID No. Trade Licence number, and
Idbera number of an existing owner and
search for creating application
• If the owner name does not appear while
searching, go to owner registration and
search with owner identification type
and number for the owner in DEWA’s
repository. Then select and relate the
owner, if the owner is not available in
DEWA’s repository, then the owner must
register by selecting create owner and
update the required details
• Select Type of NOC as per your
1 requirement e.g. new, revision, renewal or
additional loads
• Select connection type e.g. electricity
or water
•
Attach all required documents as listed
(Copy of affection plan to original scale,
copy of site setting out plan indicating the
area to be demolished, DEWA’s clearance
certificate for payment of final bill(s)
disconnection and removal of LV service
cable(s) or equipments etc.)
• Press Submit button
application number (30xxxx); the same
• Customers will be able to track the status
of the application
Channels providing
the service

Service time and
5 working days
average wait time
Total service
5 working days
completion time
24 25
CONNECTION SERVICES
DRRG (DISTRIBUTED RENEWABLE RESOURCES

ELECTRICITY
GENERATION) SOLAR NOC Service time and

14 working days
SERVICE DEWA NOC FOR DRRG SOLAR INSTALLATION average wait
Issuance of Solar NOC in-order to ensure

Service description connections of solar grids of Electricity to power Total service
14 working days
Distribution System of DEWA completion time
• T
he customer shall complete the owner
registration process to obtain Solar NOC
How to receive the In some cases , completion of service may take
service • A
pply from DRRG Solar NOC through website Notes more than 14 working days if comments required
along with the attachments listed in the from other DEWA internal departments
application from
•A
pply through www.dewa.gov.ae, select E-service
then choose
Consultants & Contracts → Innovation → Apply for
a Solar Connection → Solar NOC App.
•E
nter any of the search parameter e.g. Emirates
ID No, trade license number and Idbara number
of an existing owner and search for creating
application.
• I f owner name does not appear while searching,
go to owner registration option and search with
owner identification type and number for the
owner in DEWA’s database, then select and relate
the owner. If the owner is not available in DEWA
database, then you need to register the owner by
selecting create owner and update the required
details.
•S
elect type of NOC as per your requirements eg.:
New, revision, renewal, modification
•F
ill up mandatory information
•A
submit button
•S
ystem will automatically generate application
number (70xxxxx), the same can be referred any
time
•C
ustomer will be able to track the application
Channels providing
the service
Service Fees Free of charge
26 27
CUSTOMER
SERVICES
CUSTOMER SERVICES
DEWA provides services to all residents of Dubai to cater their Electricity &
Water supply requirements.
28 29
ACTIVATION OF SUPPLY (MOVE IN)
CUSTOMER
SERVICES
SERVICE ACTIVATION OF SUPPLY (NEW REGISTRATION) 1. Security Deposit Amount.

This service helps you to register with DEWA to • AED 2,000 Flat (Residential Premises)
activate the electricity and water supplies to new • AED 4,000 Villa (Residential Premises)
Service description:
premises, receive monthly Green Bill and SMS Premises other than residential, Security Deposit
notifications. amount is calculated based on the premise’s
Online Procedure consumption.
Security Deposit amount is refundable after
Step 1: Online Request Submission
settlement of Final Bill.
• Fill-in the online request form with required
information. Attach required documents 2. Activation Charges
and submit the request. Mandatory required Service fees: • AED 100 for activation of Electricity & Water
documents are: small meters.
• Ejari Tenancy Contract. • A
ED 300 for activation of Electricity & Water
• Emirates ID meters large meters (Electricity - LV-CT & HV
meters, Water - 2 inch & above for water).
• Trade License ( for Commercial & Industrial
• AED 10 for registration.
Customers)
• 50% discount on service fee is given to “Thukher”
Step 2: Security Deposit & Activation Charges
and “Sanad” card holders.
• Security Deposit amount based on the Premise • AED 10 for Knowledge Dirhams.
Type.
• AED 10 for Innovation Dirhams.
• Activation charges based on the Meter Type.
Service Delivery Average waiting
and serving time • Waiting time: 4:00 minutes
• Supply is activated within 24 hrs of payment of
How to receive the in all Customer • Serving time: 4:00 minutes
Security Deposit. Happiness Centres:
service:
Procedure for Move in through Customer
Supply is activated within 24 hrs of payment of
Happiness Centres Service Delivery:
Security Deposit.
Step 1: Fill Request Form.
Customer can collect it from DEWA Customer In case of discrepancy in documents attached for
Service Centres. Resolving pending activation of Supply request submitted via DEWA
applications by website or DEWA smart application, DEWA staff
Step 2: Submit Request customers: will contact customers for providing the required
Submit the request duly filled and signed along documents.
with copy of the following mandatory documents:
Please consider the following to avoid service delay:
• Ejari / Tenancy Contract.
• For commercial and industrial customers the
• Emirates ID application must include the company seal.
• Trade License ( for Commercial & Industrial • Trade license copy is mandatory for commercial /
Customers) industrial customers
Step 3: Security Deposit & Activation Charges • Emirates ID Card is mandatory for applying this
Notes:
• Security Deposit amount based on the Premise service.
Type. • For Investors and GCC Customers, Passport copy
Activation charges based on the Meter Type / Unified ID (UID) is accepted instead of Emirates
ID Card
This service is available at:
• The Tenancy Contract must be valid for at least
Channels providing • DEWA’s Smart phone application (24/7) one month.
the service: • DEWA’s website: www.dewa.gov.ae (24/7)
• DEWA’s Customer Service Centres across Dubai
30 31
CUSTOMER
SERVICES
In case the Valid Trade License is not available,

the following documents must be attached:
• The initial approval and the trade name
reservation certificate for new permits
• If the trade name is changed, customer must
provide the new trade name reservation and the
registration application form submitted to the
concerned license issuing authority
• Trade License issued by other emirates are
accepted only for residential premises
• For commercial registration, the Tenancy
Contract must be signed using the trade name
• For companies registered outside the UAE, the
Certificate of Incorporation and the Professional
Certification must be enclosed.
• In terms of authorisation, the original
authorisation document to be presented.
It has to be issued by the UAE’s notary public, or
Notes: certified by the UAE Ministry of Foreign Affairs if
issued outside the country.
• If the property owner’s name does not match
the name on the Tenancy Contract, copies of the
title deed and the owner’s EID must be attached
• Expatriate property owners must pay the
security deposit to register with DEWA.
• All Property owners must pay the security
deposit related to the properties under
maintenance
• UAE National property owners to provide a
undertaking letter for landlord service meters
stating that they will bear the responsibility of
monthly bill payment.
Prior to applying for this service, Final bill for
previous occupant must be settled
Customers should call Customer Care Centre for
the emergency on (991), if the service has not
been received within 24 hours after the security
deposit has been paid
32 33
FINAL BILL
CUSTOMER
SERVICES
SERVICE FINAL BILL Procedure for Final Bill Request - through

Customer Happiness Centres
Final Bill for Property (Owners and Tenants)
Step 1: Submit Request for Final Bill
This service is provided to all customer categories
upon moving out of the property. You can request for Final Bill through DEWA
Customer Happiness Centres. Following
Final Bill for Demolition documents/information is required:
This service is provided for total or partial • DEWA Account Number
demolition of property. This includes the
Service description: disconnection of water and electricity supply • Date when premise will be vacated
and removal of electricity cable, water lines and • Mobile Number
metres before the Final Bill and NOC are issued in
preparation for demolition. • Original Emirates ID of DEWA Account holder (For
individual Customers)
Final Bill for Contracting Companies
Final Bill Request Letter on the Letter head duly
This service is provided to contracting companies signed and stamped (For Companies)
to remove temporary water and electricity meters
after the building is complete. Authorization letter in case of Final Bill request
by customers’ representative (For individual
Online Procedure Customers)
Step 1: Online Request Submission Step 2: Service Delivery
• Fill-in the online request form with required Final Bill will be sent to you through Email &
information. SMS within 36 hours from the requested time of
disconnection.
• On successful submission, a notification number
will be sent through SMS and Email, which can be Security Deposit will be refunded, after adjustment
used for tracking the status of the request. of Final Bill amount through Cheque within 7
working days from the Final Bill date for amount
• Security Deposit will be refunded after more than AED 4000/-
adjustment of Final Bill amount.
• For refund of Security Deposit, please provide
How to receive
your International Bank Account Number (IBAN)
the service
Step 2: Service Delivery
Final Bill will be sent to you through Email &
SMS within 36 hours from the requested time of
disconnection.
Security Deposit will be refunded, after adjustment
of Final Bill amount through:
IBAN - within 3 working days from the Final Bill
date.
Cheque – within 7 working days from the Final Bill
date
34 35
REFUND OF CREDIT AMOUNT
CUSTOMER
SERVICES
SERVICE REFUND OF CREDIT AMOUNT
A signed, valid copy of an approved personal

identification card
• Customer account number
Authorisation (Individual customers) Required Documents for Demolition
• A letter by the property owner explaining the
A signed letter by the applicant must be provided,
type of demolition (Partial or total) with the
which includes the applicant’s customer account
demolition company’s name, contact numbers
number, disconnection date and the name of the
and email id.
authorised representative to receive the Final Bill
and refund the security deposit amount. • A copy of the applicant’s EID
How to receive
the service • A copy of the property’s master plan duly
Authorisation (Companies)
approved by competent authority
A signed & stamped letter by the company, • If the property approved for demolition is owned
containing the customer account number, How to receive by multiple owners, the application must include
disconnection date and the name of the authorised the service a Power of Attorney document, issued by Dubai
person to receive the Final Bill and refund of the Courts or all owners must sign the letter and
security deposit. attach copies EID, as well as a copy of the legal
A copy of the applicant’s EID. notice to occupants of the property.
• If the demolition request belongs to a company,
Evidence of payment (payment receipt/ copy of a copy of the trading license is required.
bank/ card statement)
Required Documents for Contracting
Companies for Final Bill of Temporary supply.
• A signed, stamped letter from the contractor
requesting for Final Bill of Temporary supply

• DEWA’s website: www.dewa.gov.ae (24/7)
• DEWA’s smart phone application (24/7)
Channels providing
the service: • DEWA’s Happiness Centres across Dubai
For demolition and temporary connection
(contracting), the transaction is completed via
DEWA’s Customer Happiness Centres.
1. Final Bill Fee is calculated based on the size

of the meter:
• AED 100 for Electricity & Water small meters.
• AED 300 for Electricity & Water large meters
(Electricity - LV-CT & HV meters, Water - 2 inch &
above for water).
Service fees:
2. AED 100 as administrative fees per
demolition for each account in addition to
Final Bill Fee.
3. 50% Discount on service fees is given to
“Thukher” & “Sanad” card holders.
4. AED 10 for Knowledge Dirham.
5. AED 10 for Innovation Dirham.
36 37
UPDATE CUSTOMER INFORMATION
CUSTOMER
SERVICES
Average waiting SERVICE UPDATE CUSTOMER INFORMATION

in all Customer • Serving time: 4:00 minutes This service helps you to update your personal
Happiness Centres: information with DEWA such as Mobile number,
Service description:
email address etc. to receive the monthly bills,
The Final Bill can be obtained within 36 hours. Notifications through SMS and Email.
Total service Customers will receive SMS & email
completion time: Online Procedure
For demolition: 48 hours
In case of any Final Bill enquiry, customer can
Steps to resolve contact Customer Care Centre on 04-6019999 or Fill-in the online request form with required
service requests: raise enquiry through DEWA Customer portal www. information and submit the request.
dewa.gov.ae or through DEWA Smart App.
• For Power of Attorneys, the original document Your contact details will be updated immediately.
must be presented, which must be issued by
the UAE’s notary public or certified by the UAE Procedure for Request of Update Contact details -
Ministry of Foreign Affairs if issued outside of the through Customer Happiness Centres
UAE. Personal letters are not accepted. Step 1: Submit your request
• Owner of the property can request can request How to receive the
service: Fill-in the request form with required information
Final Bill on behalf of the tenant based on
and submit the request through DEWA customer
letter from Rental Dispute committee or any
Happiness Centres. A notification number will be
competent authority.
sent to you through SMS and Email, which can be
• Supply for Final Bill will not be disconnected on used for tracking the status of the request.
Fridays.
Service Fees:
• Security Deposit for free hold properties under
Notes owner account will only be refunded upon sale AED 10 Service charges for requests received
of property and registration of new owner with through DEWA customer Happiness Centres.
DEWA.
• The credit amount can be transferred to any other
contract account registered under the name of Your contact details will be updated within 3
same customers. working days.
•
The credit amount less than or equal to AED
2,000 can be refunded in cash through any DEWA This service is available at:
customer Happiness Centres.
• The credit amount more than AED 2,000 will be Channels providing • DEWA’s website: www.dewa.gov.ae (24/7)
refunded by cheque to be collected from DEWA the service: • DEWA’s Smart App. (24/7)
Head Office during working days (7:30 am -
2:30 pm) • DEWA’s Customer Happiness Centres across Dubai
38 39
HIGH / LOW CONSUMPTION ENQUIRIES
CUSTOMER
SERVICES
• AED 10 Service charges for requests received SERVICE HIGH / LOW CONSUMPTION ENQUIRIES
through DEWA customer Happiness Centres.
This service is offered to all customers (residential,
• This service is free for ‘Thuker ‘ and ‘Sanad’ card commercial, industrial & Government) in case they
Service fees: Service description:
holders. noticed an unexpected increase or decrease in
• Service is free of for requests made through Electricity or Water consumption.
DEWA Web Site and DEWA Smart App.
Online Procedure
Average waiting Step 1: Online Request Submission
in all Customer • Serving time: 4:00 minutes Fill-in the online request form with required
Happiness Centres: information and submit the request. A notification
number will be sent to you through SMS & Email,
• 3 working days for requests through Customer which can be used for tracking the status of the
Total service Happiness Centre. request.
completion time: • Immediate Update for requests through Online / Service Delivery Duration
Smart Application.
Complaint will be resolved within 7 working days
In case of enquiry related to Update contact Procedure for registering High / Low Consumption
information, customer can contact Customer Care How to receive Complaint for Electricity and / or Water - through
Steps to resolve
Centre on 04-6019999 or raise enquiry through the service: Customer Happiness Centres and Customer Care
service requests:
DEWA website www.dewa.gov.ae or through DEWA Centre
Smart App.
a) : Letter/Email/Fax
Submit your Electricity / Water high / low
consumption complaint through letter, fax or
email to customer care centre mentioning contract
account number and contact details.
b): Walk-in
For logging the complaint in person, visit any
DEWA customer Happiness Centre. (with Valid ID of
account holder).

Channels providing
• DEWA’s Smart App. (24/7)
the service:
• DEWA’s Customer Happiness Centres across Dubai
• Customer care Centreº
• AED 30 or 75 (Based on meter type / size) are

applicable in case meter Is working In order.
Service fees:
• ‘Thukher’ cardholders are entitled to a 50%
discount on service fees
40 41
REQUEST FOR CLEARANCE CERTIFICATE
CUSTOMER
SERVICES
Average waiting SERVICE REQUEST FOR CLEARANCE CERTIFICATE

in all Customer • Serving time: 4:00 minutes This service is offered to all customers (residential,
Happiness Centres: Service description commercial, industrial & Government) who wish to
obtain a clearance certificate from DEWA.
Total service
7 working days
completion time Online Procedure
Service Delivery Step 1: Online Request Submission

Complaint will be resolved within 7 working days
Duration Fill-in the online request form with the required
information. Attach following required documents
In case of enquiry related to High Low and submit the request. You will be prompted to
Consumption, customer can contact Customer Care pay service fees online. On successful submission,
Steps to resolve
Centre on 04-6019999 or raise enquiry through
service requests: a notification number will be sent to you through
DEWA website www.dewa.gov.ae or through DEWA
SMS & Email, which can be used for tracking the
Smart App.
status of the request:
In order to verify the accuracy of the meter, if • Emirates ID
Notes required, meter will be tested in DEWA lab and new • Letter from the applicant duly signed (for
meter will be installed for service continuity. Companies only)
• Final bill should be settled
• Trade License (For commercial and Industrial
Customers)
• Authorization letter in case of clearance
certificate request for account by customers’
representative
• Once the request is approved, the clearance
certificate will be sent by post within 3 working days
How to receive the
service: Procedure for Request of Clearance Certificate -
through Customer Happiness Centres
Step 1: Submit your request

Fill-in the request form with the required
information. Attach following required documents
and submit the request. A notification number will
be sent to you through SMS & Email, which can be
used for tracking the status of the request:
• Emirates ID
• Letter from the applicant duly signed (for
Companies only)
• Final bill should be settled
• Trade License (For commercial and Industrial
Customers)
• Authorization letter in case of clearance
certificate request for account by customers’
representative

Once the request is approved, the clearance
certificate will be issued at the same time.
42 43
CUSTOMER
SERVICES

Channels providing
the service: • DEWA’s Smart App. (24/7)
• D
EWA’s Customer Happiness Centres across
Dubai Procedure for Request of Change of Landlord
Information - through Customer Service Centres
Service fees: • AED 50 Service charges are applicable.
Average waiting Step 1: Submit your request

Fill-in the request form with required information.
in all Customer • Serving time: 4:00 minutes Attach the following required documents and
Happiness Centres: How to receive
the service submit the request. A notification number will be
sent to you through SMS & Email, which can be used
Once the request is approved, the clearance for tracking the status of the request:
Total service certificate will be issued at the same time.
• Copy of Ownership Deed/Affection Plan/
completion time: If request via DEWA website / DEWA Smart App NOC Completion Certificate
will be sent through email within 3 working days
• DEWA account No. or List of DEWA Account Nos.
for Buildings
In case of enquiry related to clearance certificate,
Steps to resolve customer can contact Customer Care Centre on This service is available at:
service requests: 04-6019999 or raise enquiry through DEWA website
www.dewa.gov.ae or through DEWA Smart App. Channels providing
• DEWA’s Smart App. (24/7)
the service:
DEWA is not responsible for issuing NOCs to the • DEWA’s Customer Happiness Centres across Dubai
Notes: companies wishing to submit the NOC to DED but
are not registered in DEWA’s system.
Service fees: AED 10 Service charges are applicable.
Average waiting
REQUEST FOR CHANGE OF LANDLORD INFORMATION in all Customer

Happiness Centres:
• Serving time: 4:00 minutes
SERVICE REQUEST FOR CHANGE OF LANDLORD INFORMATION

Landlord information will be updated within 3
Service delivery:
working days
Service description: commercial, industrial & Government) who wish to In case of enquiry related to Landlord information
change the Landlord information. Resolving pending update, customer can contact Customer Care
applications by Centre on 04-6019999 or raise enquiry through
Online Procedure customers: DEWA website www.dewa.gov.ae or through DEWA
Smart App.
Fill-in the online request form with required
information. Attach the following required
documents and submit the request. On successful
How to receive submission, a notification number will be sent to
the service you through SMS & Email, which can be used for
tracking the status of the request:
• Copy of Ownership Deed/Affection Plan/
Completion Certificate
• DEWA account No. or List of DEWA Account Nos.
for Buildings
44 45
REQUEST FOR COLLECTIVE ACCOUNT
CUSTOMER
SERVICES
SERVICE REQUEST FOR CLEARANCE CERTIFICATE This service is available at:

Channels providing • DEWA’s website: www.dewa.gov.ae (24/7)
the service: • DEWA’s Smart App. (24/7)
commercial, industrial & Government) having
Service description: minimum 10 active DEWA accounts to consolidate • DEWA’s Customer Happiness Centres across Dubai
them into one Collective account for ease of billing
and payments. Service fees: This service is currently free of charge.
Average waiting
Online Procedure in all Customer • Serving time: 4:00 minutes
Happiness Centres:
Fill-in the online request form with required Once the request is approved, Collective Account
information. Attach required documents and Service delivery: No. will be sent to the authorized representative
submit the request. On successful submission, a through SMS and Email within 3 working days.
notification number will be sent through SMS and
In case of enquiry related to request for collective
Email which can be used for tracking the status of
Resolving pending account, customer can contact Customer Care
the request.
applications by Centre on 04-6019999 or raise enquiry through
Following documents/information are required: customers: DEWA Customer portal www.dewa.gov.ae or
• Letter from company along with list of accounts through DEWA Smart App.
duly signed and stamped.
• Contact details (Email and Mobile No.) of
authorized representative for managing
Collective Account.
• Trade License.
How to receive
the service: Procedure for Request for Collective Account -
through Customer Happiness Centres
Step 1: Submit your request

Fill-in the request form with required information.
Attach required documents and submit the
request. On successful submission, a notification
number will be sent through SMS and Email which
can be used for tracking the status of the request:
Following documents/information are required:
• Letter from company along with list of accounts
duly signed and stamped.
• Contact details (Email and Mobile No.) of
authorized representative for managing
Collective Account.
• Trade License
46 47
NO OBJECTION CERTIFICATE (NOC) FOR
SERVICE
NOC
INFRASTRUCTURE PROJECTS
Infrastructure Information and permits

department issued NOC for infrastructure work
in the Emirate of Dubai, located within the
following areas:
• Right of way
• DEWA Reservations
• DEWA premises
Service description These include the following categories:

• Road Projects
• Network Services
• General Projects
• House Connection
• Trial Trench
• Information NOC for DEWA electricity and
water services
Work within right of way:

• Apply for NOC online on the RTA System (e-noc)
through the link: https://noc.rta.ae/RTAeNOC/
Webpages/common/login/login.aspx
• Customers can choose to make a digital or
manual application
◊ For digital application, customers should attach
their requirements as mentioned in the NOC
Submission Guidelines
How to apply for ◊ For manual application, get the online RTA
this service Reference number from e-noc and provide the
required documents in a soft copy and hard copy,
such as a CD, and send it by hand to the Customer
Centre (NOC) at the ground floor of the DEWA
Warsan complex
Work inside DEWA (Reservations and Premises)
• Provide the required documents by hand with a
NO OBJECTION CERTIFICATE (NOC)

soft copy (CD) to the Customer Centre (NOC) in
DEWA Counter at the ground floor of the DEWA
Warsan complex
Note: To obtain a copy of the NOC submission
This service provides No Objection Certificates for road projects and general guidelines, please contact the Infrastructure
utility projects. Information and Permits Department
Where this service This service is offered at the counter in the ground
is offered floor of the DEWA Warsan complex
48 49
NOC
Serving time and Service provision time: 10 mins

waiting time Waiting time: 10 mins
• Road Projects (14 Working days)

• Network Services (14 Working days)
Time taken to • General Projects (10 Working days)
complete • House Connection (5 working days)
the service
• Trial Trench (5 working days)
• Informational NOC for DEWA Water &
Electricity Services (5 working days)
Please note that the above points are required

Notes to be followed to ensure the service is received
without delay.
50 51
TRANSMISSION POWER
- ADVISORY SERVICES
TRANSMISSION LINE MAINTENANCE DEPARTMENT PROVIDES

THE FOLLOWING ADVISORY SERVICES:
1. Standby site supervisor for third party work locations near
400/132kV lines
2. Trial pit or Overhead Line (OHL) clearance verification supervisor
for 400/132kV lines
PROCESS FOR REQUESTING ADVISORY SERVICES:

1. Standby site supervisor for third party work locations near 400/132kV lines
• Request standby site supervision and NOC from the Transmission Line
Patrolling section by sending a message via
E-mail: [email protected]
call 04 322 1547 or 04 322 7929 or fax 04 322 9095
• The required supervisor will be sent to the site within 2 working days
2. Trail pit or OHL clearance verification supervisor for 400/132kV lines
• Request Trail pit or OHL clearance verification supervision and NOC from the
Transmission Line Patrolling section via
E-mail [email protected],
call 04 322 1547 or 04 322 7929, or fax 04 322 9095
• The required supervisor will be sent to the site within 2 working days
TRANSMISSION ASSET MANAGEMENT PROVIDES THE FOLLOWING

ADVISORY SERVICES:
1. Transformer oil test:
• Send the test requisition to the Transmission Asset Management
Department’s Transformer oil testing laboratory showing the number of
samples and tests required via e-mail to
[email protected] or Fax 04 398 6455 or 04 322 9009
You can also call on 04 889 2162, 04 889 2163 or 04 889 2155
ADVISORY SERVICES
• Submit the test samples to the laboratory according to the standard
specifications and showing the test type required in the specific request form
• After receiving the samples the customer will be asked to pay fees at
DEWA customer Happiness Centre, after which the customer will receive
DEWA provides a range of advisory services and expertise to help you in your the payment receipt
daily operations. • Reports will be received directly from the lab at Al Warsan or lab send soft
copy of reports to the customers via email: [email protected] after
confirmation of prompt payment fees according to number of samples and
tests required.
52 53
WATER SERVICES
WATER SERVICES
SERVICE WATER SERVICES – GENERAL ENQUIRY
General enquiry about water meter application

Service description
status and printing estimate payment request
All water meter applications must be made

online (DEWA e-service) by an enrolled
contractor
DOCUMENTS TO BE SUBMITTED FOR
NEW WATER CONNECTIONS:
For commercial premises

(Office - shop - warehouse - farm - park)
• NOC from Water department
• Copy of the site plan
• NOC from landlord
• Electricity account number and copy of the bill
• Tenancy contract and Ejari certificate
• Trade licence and passport copy
• Dubai Municipality NOC
For new buildings

• NOC for water department
• Plan of building
How to apply for
• Owner passport copy
this service
• Details & No. of Flats
• Details of water consumption
• Affection plan
For residential buildings

FOR TEMPORARY CONNECTIONS
• Copy of the plan for the premises
• Contractors Trade licence
• Internal water network details
• Dubai Municipality building permit
For permanent meters
WATER SERVICES • Copy of the plan of the premises

• Passport copy
General inquiry about water meter application status and printing estimate • Internal water network details
payment request • Completion certificate from Dubai Municipality
Where application
DEWA website https://e-services.dewa.gov.ae
can be made
Free of charge for general inquiries & printing

Service fees
estimates
54 55
EMERGENCY
SERVICES
EMERGENCY SERVICES
Attending customer emergency requests on a 24/7 basis
56 57
LV SYSTEM FAILURE LV NETWORK MAINTENANCE SERVICES
EMERGENCY
SERVICES
(EMERGENCY COMPLAINTS FOR ELECTRICAL FAILURE) (OUTAGE REQUEST FOR INTERNAL FAULT REPAIRING)
SERVICE EMERGENCY COMPLAINTS FOR ELECTRICAL FAILURE EMPORARY DISCONNECTION FOR INTERNAL
T
SERVICE
FAULT REPAIRING
eceiving and attending customer complaints
R
associated with electrical cable failures emporary disconnection is provided to customers
T
or electrical abnormalities and to ensure on their requests to rectify the faulty internal
Service description circuits in the customer premises
appropriate and timely response to customer
complaints with the objective of providing which includes:
customer happiness eplacement of Circuit Breaker (MCCB) for
R
Service description technical reasons
ustomers can log their technical complaint by
C
How to apply for this • Replacement of Circuit Breaker (MCCB) for
calling the Customer Care Centre - Emergency
service technical reasons
Services at 991
• Internal fault repairing associated with customer
Complaints can be registered at: connections
• DEWA Customer Care Centre by calling Call the Customer Care Centre - Emergency
How to apply for
Where complaints Emergency Services (991)
this service Services on 991
can be registered • DEWA Smart App, which can be downloaded on
your mobile device • DEWA Customer Care Centre (Emergency
• eComplain: http://ecomplain.dubai.gov.ae Where applications Services) by calling 991
can be submitted • Al Hudaiba Customer Happiness Centre -
The following fees are applicable for the below: Distribution Maintenance Department
• Fuse Replacement (charges will depend on
fuse type) emporary Disconnection and Reconnection
T
Service fees
charges (charges depend on case)
• Circuit Breaker Trip (charges will depend on case)
Service fees • Electricity Meter Replacement in case of a Time taken for
damage burnt meter (charges will depend activation Depends upon the customer readiness
on case) of this service
• In case customer increases the load which
causes failure in the DEWA Network, charges of • No modifications are allowed to customer
replacement will depend on case installation during and after providing outage,
unless approved by DEWA
Time taken for Notes • Temporary disconnection is provided based on
2 hours (minor complaints)
activation customer request
of this service 4 hours for main cable failures (major complaints)
• Duration of disconnection to not exceed 2 hours
• Official letter from private contract:
- Specifying requirement for temporary
• Fuse replacement undertaking must be signed disconnection
by customer - Copy of valid of contractor ID
Notes • It is strongly recommended to have regular - Customer Account Number
maintenance of all internal wiring in your
premises
58 59
LV NETWORK MAINTENANCE SERVICES
EMERGENCY
SERVICES
(PROVIDING ACCESS TO PRIVATE TRANSFORMER ROOM)
ROVIDING ACCESS TO DEWA PRIVATE ELECTRICAL

P
SERVICE
TRANSFORMER ROOMS
Customer access is provided to private electrical

transformer rooms. Customer may require access to
transformer rooms in their premises for:
a) Cleaning purposes
b) For internal work such as replacement of
smoke detectors by their private technicians or
Service description engineers
c) For emergencies such as water floods or any
abnormalities inside the transformer rooms
d) To recover pets which have gained entry through
animal access of the private transformer rooms
e) Any other maintenance jobs such as the
rectification of lighting electrical or civil works
How to apply for

• Visiting the DEWA Al Hudaiba Customer
this service /Where
Happiness Centre - Distribution Maintenance
complaints can be
Department
registered
Service fees Charges depend on case
Service provision time:

Service time and • Service is provided on a 24/7 basis for normal
wait time for requests
providing this service • Approval for emergencies is dependent on the
situation and requirement
Time taken for

activation Depends upon the customer readiness
of this service
• The relevant department will go through the

request and approve based on the requests
• At any point the transformer rooms should not be
kept open. Customers are requested to complete
the tasks in the supervision of DEWA staff
Notes • Official letter from private contract:
- Specifying requirement for temporary
disconnection
- Copy of valid of contractor ID
- Customer Account Number
60 61
LV NETWORK MAINTENANCE SERVICES (TSM) RECONNECTION AFTER FIRE INCIDENT
EMERGENCY
SERVICES
SERVICE TEMPORARY SUPPLY (FOR UAE NATIONALS ONLY) LECTRICITY RECONNECTION (AFTER FIRE
E
SERVICE
INCIDENT)
lectricity reconnection (after a fire incident)

E
rovision of temporary supply (not exceeding 7
P Service description based on request by the General Directorate of
Service description days) for marriage, mourning and other special Civil Defence
celebrations
How to apply for this all the Customer Care Centre Emergency Services
C
service on 991
Where application • DEWA Al Hudaiba Customer Happiness Centre

ustomers (account holder or authorised person)
C can be submitted - Distribution Maintenance Department
have to provide the following:
• Customer information (Premises details eg. No service fees*
Contract account no, meter no, contact details) Service Fees * In case of the electricity meter getting burnt, fees will be
How to apply for this
• Contractor contact information, load, and applied for meter replacement
service
number of days
Time taken for
• For tents, NOC is required from General
activation 2 hours
Directorate of Civil Defence
of this service
• RTA permission if there is road crossing
• Notice will be sent to customer for routine
maintenance
• Safety notices will be issued to customers for
• DEWA Academy Building in Al Hudaiba (for Bur corrective action for the following cases: unsafe
Dubai residents) installations, illegal connections, or unsafe
Where application • DEWA Building in Al Warqa 1 (for Deira residents) wiring in customer meter cabinet
can be submitted • Customer is not allowed to add additional load
• DEWA Hatta customer Happiness Centre
without prior approval from DEWA
• DEWA Smart App
General • In case customer causes any damage to DEWA
emergency notes cables, the customer will be liable for paying the
• Service charge will depend on cable size, length necessary fees
Service fees
of cable, number of days, and consumption load • In case of additional load, a notice will be issued
by DEWA for disconnection and replacement of
MCCB as per DEWA standards
Time taken for • Customer must submit NOC from General
activation Service is activated after payment is made Directorate of Civil Defence (attached the
of this service inspection report from DEWA - Inspection
Department)
• In case of planned functions, customer must

apply 4 days before the function
Notes • In case of emergencies and mourning cases,
customer must apply immediately
• Service fees are non-returnable
62 63
CENTRE SERVICES
CUSTOMER CARE
CUSTOMER CARE CENTRE SERVICES

The Customer Care Centre and Emergency Unit work round the clock to provide
the best services, brought to you through latest technologies to meet your
needs for providing quick and effective solutions
Customer Care Centre

04 601 9999
Billing & Other Inquiries
Emergency
991
Electricity & Water Emergencies
64 65
CENTRE SERVICES
BILLING SERVICES
CUSTOMER CARE
SERVICES
• Know your outstanding bill
• Receive statement through email or fax
• Know about your last payment
• Follow-up on registered requests
• Follow-up or query on final bill requests
• Follow-up all other request
• Register customer service complaints
EMERGENCY SERVICES
• Follow up on online requests for activation of supply ELECTRICITY SERVICES
• Vehicle complaints • No power
• Partial power failure
ENQUIRIES
• Electricity fluctuation
• DEWA services and procedures
• Electric shock
• How to register with DEWA
• Fuse burning
• How to change or update your address
• Fire case
• Clearance certificate
• Meter burned
• Final bill procedure
• Information about damaged cables
• Various mode of payments
• Request for shutdown for internal electric work
• DEWA online services
• Information about temporary electricity supply for memorial
• Make high or low consumption complaints or wedding ceremony tents
• Dubai Municipality fee • Electricity reconnection
• Cooling fees • Wire burning or smoke
• Fuel surcharge • Other services
• Paying through Mpay service
• DEWA Slab Tariff WATER SERVICES
• Collective Billing • No water supply
• Water Supply Points • Low water pressure
• Change Landlord Information • Water leak at or before the meter
• DEWA Smart Application • Broken water pipe
• Customer Happiness Centres Locations and Timings • Break in main water line
• Smelly or muddy water
• Meter counter not working
• Request for shutdown for internal plumbing work
• Main line damaged by contractor
• Restore or fix interlock after maintenance work
• Water reconnection
• Maintenance work
• Other services
66 67
E-SERVICES
DEWA E-SERVICES LIST
68 69
SERVICE SERVICE NAME ON WEBSITE SERVICE SERVICE NAME ON WEBSITE
E-SERVICES
Calculate Slab Tariff Slab Tariff Calculator Request for Temporary connection Request Temporary connection
Display Bill Explanation Understand Your Bill Request to Change Billing Address Update Contact Details
Request to Change Landlord Request for change of Landlord

Display CO2 Footprint Carbon Footprint
Information Information
Request or Track Infrastructure

Display Consumption Graph Consumption Graph Infrastructure Application Services
Application Services
Display Electricity and Water Request or Track Adding or Remov-

DEWA Annual Statistics Add Account to Collective Billing
Annual Statistics ing Accounts from Collective Bills
Display Slab Tariff Information Slab Tariff Request or Track Building NOC Building NOC Application
Display Water and Electricity Con-

Electricity and Water Conservation Request or Track Collective Bill Request for Collective Billing
servation
Display Water Supply Points DEWA’s Water supply points Request or Track Demolition NOC Demolition NOC Application
Request or Track Fitout Application

Pay DEWA Bills Bill Payment Fitout Application
Approval
Provide Project-Generation Substa- Project-Generation Document Submit Billing Complaint about High
tion Documents Submission or Low Consumption Rate (Billing Billing Complaints
Complaints)
Request or Track Clearance certifi-
Clearance Certificate
cate for Electricity or Water bills
Submit Renewed Tenancy Contract Submit Tenancy Contract
Request or Track for Getting
Getting Electricity or Water Service
Electricity and Water Connection
View Payment History Bill or Payment History
Request for Conservation Award
Lecture Booking Request
Lecture Booking
Request for final Bill and disconnec-

Final Bill Request (Move-Out)
tion of supply
This Service enables you to interact

Hayak
with an agent through live video chat
Request for Scholarship Application DEWA Scholarship
70 71
BILL ENQUIRY
BILL ENQUIRY
A. THROUGH MOBILE PHONE (SMS):
Enquire about your bill amount through your mobile phone.
Send SMS with your account number:
To enquire; send an SMS to the number 4488

Example: <dewa> space <bill> space <account number>
* Note: SMS Costs 60 Fils.
B. THROUGH DEWA WEBSITE:

Enquire about your bill amount online without registration.
Log on to www.dewa.gov.ae and enter your account number
to look up your bill at no extra charge.
72 73
BILL PAYMENT
CHANNELS
BILL PAYMENT CHANNELS

This section provides you with an overview and details on DEWA’s range of 17
payment channels to make your life easier, and save you time and effort.
74 75
i. Cash
ii. Cheques
DEWA BILL PAYMENT CHANNELS
BILL PAYMENT
iii. Credit Cards (GCC Only) where extra charges are applied if payment done
CHANNELS
through the Customer Happiness Centres.

1- SMART SERVICES: b. C heque Drop Box facility is available in the centres with* in point No.4
DEWA offers a variety of smart ways in which you can pay your bill, which run on (Depositor mobile and customer’s DEWA account number must be included on
Apple iOS, Android, Blackberry OS, and Windows OS systems. the reverse of the cheque).
THE DEWA APPLICATION CAN BE DOWNLOADED FROM THE SITES:

• The following charges are applied on all credit card payments made at
Blackberry App
App store Google Play Windows Store DEWA Customer Happiness Centres:
World
Credit
Card
Types
Charge 1.678% 1.678% 1.678% 1.678% 2.0407% 2.0407%

2- DEWA WEBSITE (EPAY)
NOTE: No charges are applied on cards if payments are made using DEWA’s
You can pay your bill online conveniently on DEWA’s safe and secure website at website or Smart App
https://customer.dewa.gov.ae/irj/portal/anonymous/onbp at no extra cost.
We accept VISA, Master Card, Diners Club, JCB card, American Express and
Unionpay credit cards. 5- BY MAIL:
3- PAY VIA MOBILE – SMS (MPAY) A/C Payee crossed cheques*, along with the remittance advice for the bill, should be
You can pay your bill by sending an SMS via your mobile phone. Register at posted to:
https://mpay.dubai.ae to activate this service. Dubai Electricity & Water Authority
* You can also activate the Auto Payment feature to automatically deduct the PO Box 564, Dubai
DEWA bill amount from your credit card every month. 6- DRIVE-THROUGH SERVICE
4- DEWA CUSTOMER HAPPINESS CENTRES: Pay your bills from your car at the Al Wasl and Umm Ramool Customer Happiness
• Head Office (Za’abeel East)* Centres.
• Al Hudaiba Customer Happiness Centre* 7- ETISALAT PUBLIC PAYMENT MACHINES
• Al Wasl Customer Happiness Centre* Pay your bills using Etisalat public payment machines all over the UAE
• Umm Ramool Customer Happiness Centre* 8- ENOC/EPPCO SERVICE STATIONS
• Burj Nahar Customer Happiness Centre* Pay your bills at ENOC/EPPCO Service Stations in Dubai
• Ayal Naser Customer Happiness Centre 9- EMIRATES POST OFFICES
• Jabel Ali Industrial Area Customer Happiness Centre Pay your bills at any Emirates Post Office in the UAE
• Discovery Gardens Customer Happiness Centre 10- BANKS:
• Customer Happiness Centre at Dubai Municipality - Al Manara Centre* Direct Debit: At partner banks, this service automatically deducts your DEWA bill
• Customer Happiness Centre at Dubai Municipality - Al Twar Centre* amount from your bank account every month.
• Customer Happiness Centre at General Directorate of Residency & Foreigners • Abu Dhabi Commercial Bank (ADCB)
Affairs - Head Quarters • Union National Bank (UNB)
• Customer Happiness Centre at General Directorate of Residency & Foreigners • Abu Dhabi Islamic Bank (ADIB)
Affairs - Jabel Ali • Dubai Islamic Bank (DIB)
• Customer Happiness Centre - Al Quoz Sustainable Building* • Commercial Bank of Dubai (CBD)
• Al Hamriya Customer Happiness Centre • Emirates NBD (ENBD)
• Hatta Customer Happiness Centre • Emirates Islamic Bank (EIB)
• ATM Machines: Bills can be paid at ATM machines of many banks
•
Average waiting and serving time for bill payment in all DEWA Customer
Happiness Centres • Teller Counters: DEWA’s partner banks offer DEWA bill payments from their
tellers during office hours.
• Waiting time: 1:45 minutes
• Phone banking: This service is available from phone banking if you have a bank
• Serving time: 1:45 minutes
account.
• Payment in Customer Happiness Centres can be made by:
• Mobile Banking (Smart APP): you can pay your bill through your bank’s
a. Cash Counters through the following payment types: Smart APP.
76 77
BANKS ACCEPTING DEWA BILL PAYMENTS
BILL PAYMENT
CHANNELS
BANKS ACCEPTING DEWA PAYMENTS FROM ALL CUSTOMERS

(ENBD CUSTOMERS AND NON-ENBD CUSTOMERS):
1 Emirates NBD
LIST OF BANKS ACCEPTING DEWA PAYMENTS FROM THEIR ACCOUNT HOLDERS ONLY:
# Bank Name
1 HSBC Bank - Middle East
2 Commercial Bank Of Dubai
3 United ARAB BANK
4 Abu Dhabi Commercial Bank
5 Abu Dhabi Islamic Bank
6 Citi Bank
7 Mashreq Bank
8 RAK Bank
9 Dubai First
10 Dubai Islamic Bank
11 First Gulf Bank
12 Habib Bank AG Zurich
13 National Bank Of Abu Dhabi
14 Noor Bank
15 Standard Chartered Bank
16 Sharjah Islamic Bank
17 United Bank Limited
18 Union National Bank
19 Arab Bank
20 Al Hilal Bank
21 Emirates Islamic Bank
22 Ajman Bank
23 National Bank of Fujairah
78 79
BILL
GREEN BILL
GREEN BILL
GREEN
The Green Bill offers you the convenience of viewing and paying your DEWA
bill online – simply and securely, anywhere anytime you want.
80 81
WHAT IS GREEN BILL?
GREEN BILL
Green Bill is an electronic version of your paper bill. You will receive an
email each month as soon as your latest bill is ready
WHY SHOULD I USE GREEN BILL?

• Easy to use, view the bill with just one click
• Convenient: Access and pay your bill online from anywhere in the world,
24 hours a day, 7 days a week
• Faster: You will receive Green Bill each month as soon as your latest bill is
ready, eliminating delays from standard mail delivery
• Better Organisation: Record of all bills and payments made online
• Enhanced Security: Green Bills reduce the flow of personal information from
unsecured mailboxes. Green Bills are transmitted securely
ARE DEWA GREEN BILLS THE SAME AS PAPER BILLS?
• Environmental Friendly: Green Bill allows you to reduce paper usage that helps
to save trees, reduce solid waste, CO2 emissions and curb the release of Yes, the information in the Green Bill is the same as in a paper bill
greenhouse gases
WHO CAN SIGN UP FOR GREEN BILL?
All DEWA customers who are registered with DEWA can sign up for Green Bill
by providing us their Email IDs
To subscribe for Green Bill, log on to: https://customer.dewa.gov.ae

Green Statement is a Collective Billing Service for organisations,
companies and corporate customers who have 9 or more accounts
WHAT IS A GREEN STATEMENT?

Green Statement is an electronic summary of billing, payments and
outstanding dues of all the contract accounts under your collective account
(Statement Code). You will receive an email monthly, as soon as your latest
bills are ready, containing a link to the DEWA website for downloading your
collective account statement (Green Statement) and individual bills for your
collective account
Will I receive separate email for each account under my collective

account (Statement Code)?
You will receive only one email for all collective accounts (Statement Code).
You have to login to DEWA’s Customer eServices Portal to view the details of
all your bills
Can I download and save bills for all accounts under my Collective
Account (Statement Code) as one file (all together)?
Yes, you can download and save as PDF files all your bills under your Collective
Account (Statement Code) all together.
Please click on Statements (Collective Billing): https://customer.dewa.gov.ae
82 83
ASH’IR & HAYAK
ASH’IR
LIVE VIDEO CHAT FOR PEOPLE WITH HEARING DISABILITY
Dubai Electricity & Water Authority is the first public organisation to launch
Ash’ir, a dedicated sign language facility for customers with hearing disability.
Our customer Happiness staff are trained in sign language and are available
24/7 on DEWA’s Application for iOS and Android platforms.
HAYAK
LIVE VIDEO CHAT
Hayak is an online video chat service that allows customers to directly
communicate with DEWA’s customer care centre. This service is available on
DEWA’s Smart Application and website www.dewa.gov.ae
84 85
CONSERVATION
TIPS & TARIFF
ELECTRICITY & WATER

CONSERVATION & TIPS
Our natural resources are precious, and with it comes our social responsibility
to conserve these very important gifts. Below are some simple tips that you
can implement to help reduce your consumption of electricity and water,
thereby helping to preserve our environment – for us and for generations
to come.
86 87
PEAK TIME IN THE DUBAI
CONSERVATION
TIPS & TARIFF
The peak time for electricity and water load in the Dubai is from 12-6 pm,
especially in the summer months (June-September). To help us save energy
during those hours and not put a burden on the load, try to get your main
tasks done before 12 pm or delay it until after 6 pm, especially during the
summer months. Try and limit using devices during those hours. Summer SLAB TARIFF DETAILS
sees the highest number of accidents as well, so it’s wise not to run too Since March 2008, DEWA is applying the slab tariff system on consumption,
many devices around your house simultaneously. Air-conditioning during which means charges on consumption is related to the total volume used by
the summer consumes a large amount of energy, so switch it off when you each client. This encourages DEWA’s customers to reduce their consumption,
are going out of your home and cuts down on waste
The slab tariff system has proven to be effective in many countries around
GENERAL TIPS the world. This system helps customers to rationalise their use of electricity
and water, while contributing to preserve the natural resources from being
• Turn your lights and air conditioning off when you step out of the house depleted, and protecting the environment from over pollution.
• Install Compact Fluorescent Lamps (CFLs) where possible. CFLs use about
one-quarter of the energy and last up to 10 times than regular
incandescent lamps
• Set your air-conditioners to 24°C. Make sure to set it on automatic mode, WATER SLAB TARIFF ELECTRICITY SLAB TARIFF
so that it shuts and restarts at intervals
Residential Residential / Commercial
• Make sure all your house windows and doors are properly shut when air Monthly Consumption
Fils/ IG*
Monthly Consumption
Fils/ k Wh
conditioning is on. This will make air conditioners more energy-efficient
• Unplug personal computers, electronic devices and chargers when they G 0 - 6,000 IG* 3.5 G 0 - 2,000 kWh 23
aren’t in use. Most electronics use electricity even when switched off.
• Over 50% of water used in the house takes place in the bathroom. Toilets Y 6,001 - 12,000 IG* 4.0 Y 2,001 - 4,000 kWh 28
use around 27%, showers 17%, taps 8% and baths 2%. Avoid taking long
showers. Shortening your shower by a minute or two can save you up to O More than 12,000 IG* 4.6 O 4,001 - 6,000 kWh 32
150 gallons a month
More than 6,000
R
Industrial & Commercial
• Replace tap filters and showerheads around the house with water flow Fils/ IG* 38
Monthly Consumption kWh
reducers. They’re inexpensive, easy to install and reduce water consumption
Industrial
• When doing your laundry, try to operate the washing machine only when G 0 - 10,000 IG* 3.5
Monthly Consumption
Fils/ k Wh
you are doing full loads. Set the water level to the appropriate size of load
you are using Y 10,001 - 20,000 IG* 4.0 G 0 - 10,000 kWh 23
• When buying a washing machine, that meet (Energy Star) requirements that will
O More than 20,000 IG* 4.6 More than 10,000
save water and energy Y kWh
28
• Water your garden in the morning or evening when temperatures are lower *IG - Imperial Gallons
and help reduce evaporation. 30% of water is evaporated if you water your
lawn or plants during peak hours. The recommended watering times are WATER SLAB TARIFF ELECTRICITY SLAB TARIFF
before 8am or after 6pm (UAE Nationals) (UAE Nationals)
• The UAE is the land of sun. Consider using garden lights or spotlights that Residential & Farms Residential & Farms
Fils/ IG* Fils/ k Wh
run on solar energy Monthly Consumption Monthly Consumption
• Use a bucket of soapy water to wash your car, or place a shut-off nozzle on G 0 - 20,000 IG* Exempted G 0 - 2,000 kWh 7.5
the end of your hose
• Monitor your water bill. Unusually high bills may mean you have leaks that Y More than 20,000 IG* 1.5 Y 2,001 - 4,000 kWh 9.0
need to be checked
• To check your meter, please contact DEWA Customer Care Centre on *IG - Imperial Gallons
O 4,001 - 6,000 kWh 10.5
04 601 9999
More than 6,000
• To obtain our comprehensive booklets on conservation practices please R kWh
12.5
visit our website www.dewa.gov.ae
* A Fuel Surcharge is charged based on the consumption of electricity (Fils / kWh) and
water (Fils / IG) according to the rate of increase or decrease of the fuel prices supplied to
generation power plants.
http://www.dewa.gov.ae/tariff/tariffdetails.aspx
88 89
HAPPINESS CENTRES
CUSTOMER
CUSTOMER HAPPINESS CENTRES

DEWA’s customer Happiness Centres are staffed with our highly-trained
employees who will help you with your issues and enquiries. DEWA’s centres
are fully-equipped with business and leisure facilities, as well as special
services and facilities for the elderly and those people with disabilities.
Our centres also provide additional government services and provide valet
parking for your convenience. You can choose the most convenient centre to
you based on location, timings and access to public transport locations.
90 91
HAPPINESS CENTRES
CUSTOMER HAPPINESS CENTRES PUBLIC TRANSPORTATION POINTS INCLUDING

GEOGRAPHICAL LOCATION (MAKANI NUMBERS)
CUSTOMER
CUSTOMER HAPPINESS
SR. TIMINGS
CENTRES
CUSTOMER HAPPINESS NEAREST METRO NEAREST BUS STOP
1 Head Office (Zaabeel East) Saturday to Thursday 7:30 AM to 8:00 PM CENTRE STATION NAME NAME
Al Hudaiba Customer Sunday to Thursday 7:30 AM to 8:00 PM
2 Dubai Health
Happiness Centre Saturday 7:30 AM to 2:00 PM DEWA Head Office DEWA Main Office
Care City
Burj Nahar Customer Saturday to Thursday Makani: 31079 91073, Makani:
3 Makani: 30996 91625,
Happiness Centre 7:30 AM to 8:00 PM 31295 91238 40RCN3115591042
30988 91543
Al Wasl Customer Saturday to Thursday
4 Al Hudaiba Customer ADCB Hoot, Eppco
Happiness Centre 7:30 AM to 8:00 PM
Happiness Centre
Umm Ramool Customer Sunday to Thursday 7:30 AM to 8:00 PM Makani: 28510 93133, Makani:
5 Makani: 26946 93094 28620 92957 40RCN2707692979
Happiness Centre Saturday 7:30 AM to 2:00 PM
Ayal Nasser Customer Sunday to Thursday 7:30 AM to 8:00 PM Burj Nahar Customer Salah Al Din Nakhal 1 1
6
Happiness Centre Saturday 7:30 AM to 2:00 PM Happiness Centre
Makani: 30958 95922, Makani:
Customer Happiness Centre Makani: 30424 96434 30878 95961 40RCN3039596318
Saturday to Thursday
7 - Al Quoz Sustainable
7:30 AM to 8:00 PM
Building Customer Happiness
Al Hamriya Customer Centre Noor Bank Metro Bus
8 Sunday to Thursday 7:30 AM to 2:00 PM Noor Bank
Happiness Centre at Dubai Municipality - Stop
Al Manara Centre Makani: 21425 83300,
Discovery Gardens Makani:
9 Sunday to Thursday 7:30 AM to 8:00 PM 21334 83401
Customer Happiness Centre Makani: 21322 83423, 40RCN2140083249
21353 83461
Jebel Ali Industrial Area
10 Sunday to Thursday 9:00 AM to 3:30 PM
Customer Happiness Centre Customer Happiness
Customer Happiness Centre Centre at Dubai Al Qusais Metro Bus
Al Qusais
11 at Dubai Municipality - Sunday to Thursday 7:30 AM to 2:00 PM Municipality - Stop
Al Manara Centre Al Twar Centre Makani: 37646 95024,
Makani:
37528 94981
Customer Happiness Centre Sunday to Thursday 7:30 AM to 8:00 PM Makani: 37378 95050, 40RCN3749695012
12 at Dubai Municipality - 37356 95004
Al Twar Centre Saturday 7:30 AM to 2:00 PM
Customer Happiness
Customer Happiness Centre Centre at General
at General Directorate of Directorate of Residency Al Jafiliya Metro Bus
13 Sunday to Thursday 7:30 AM to 2:00 PM Al Jafiliya
Residency and Foreigners and Foreigners Affairs - Stop
Affairs - Head Quarters Head Quarter Makani: 27959 91845,
Makani
Customer Happiness Centre 27878 91850
Makani: 27916 91948, 40RCN2793191942
at General Directorate of 27891 92044,
14 Sunday to Thursday 7:30 AM to 2:00 PM
Residency and Foreigners 27664 92026
Affairs - Jebel Ali
Hatta Customer Customer Happiness
15 Sunday to Thursday 7:30 AM to 2:30 PM Centre at General Jebel Ali Free Zone,
Happiness Centre Danube
Directorate of Residency Training Center 2
While visiting DEWA customer Happiness and Foreigners Affairs - Makani: 07819 66379,
Notes Centres we advise you to present your Jebel Ali Makani:
07696 66439
customer account number. 40RCN0719167150
Makani: 06771 67270
92 93
HAPPINESS CENTRES
CUSTOMER HAPPINESS NEAREST METRO NEAREST BUS STOP

CUSTOMER
CENTRE STATION NAME NAME
Rashidiya Rashidiya, Civil

Umm Ramool Customer
Defence
Happiness Centre Makani: 37987 91478,
37992 91385, Makani:
Makani: 36435 90875
38062 91327 40RCN3643690727
Palm Deira
Ayal Nasir Customer Naif, Police Station
Makani:
28938 96562,
Makani: 29404 96358 40RCN2935296256
28920 96597
Burj Khalifa/Dubai Safa, Dubai Electricity

Al Wasl Customer
Mall and Water Authority
Happiness Centre
Makani: 25656 88343, Makani:
Makani: 24905 88202
25505 88448 40RCN2497588272
Discovery Gardens Nakheel Harbour &

Discovery Garden 16
Customer Happiness Tower
Centre Makani:
Makani: 14281 76028,
40RCN1144771406
Makani: 11480 71518 14107 76109
Jebel Ali Industrial Area Jebel Ali Industrial

Energy
Customer Happiness Area 2
Centre Makani: 08408 69145,
Makani:
08294 69232
Makani: 08727 65926 40RCN0886166240
Customer Happiness
Noor Bank Metro Bus
Centre - Al Quoz Noor Bank
Stop
Sustainable Building
Maknai: 21425 83300,
Makani:
Makani: 21860 83177, 21334 83401
40RCN2140083249
21757 83178
Hatta Customer Hatta Bus Station

Happiness Centre - Makani:
Makani: 11712 44096 40RDN1200444501
Abu Hail
Al Hamriya Customer Abu Hail, Roundabout
Makani:
33521 96510,
Makani: 31948 98712 40RCN3182698539
33453 96524
94 95
SUGGESTIONS &
COMPLAINTS
SUGGESTIONS & COMPLAINTS
SUBMITTING SUGGESTIONS
SUBMITTING COMPLAINTS SERVICE SUGGESTIONS
SERVICE COMPLAINTS Customers can submit their suggestions and
Service description comments on DEWA services and how to
Customer can submit their complaints related to
Service description enhance them
DEWA services in order to enhance them
Customers can submit their suggestions
Customers can submit their complaints
conveniently through the following channels:
conveniently through the following channels:
• The unified esuggest portal: https://esuggest.
• The unified ecomplain portal: https:// dubai.gov.ae
ecomplain.dubai.gov.ae DEWA official website: www.dewa.gov.ae
• DEWA official website: www.dewa.gov.ae • Email: [email protected]
• Email: [email protected]
• Suggestions Boxes
How to submit a • Complaint Boxes How to submit
a suggestion • Telephone: Customer’s Suggestion Unit:
complaint • Telephone: Customer’s Complaints Unit: 043227082 – 043227072
043227096 – 043227098
• Fax: 046019995
• Fax: 046019995
• P.O.BOX: 564, Dubai • P.O.BOX: 564, Dubai
• Personal visit to any customer Happiness Centres • Personal visit to any Customer Happiness Centres
• DEWA Smart App • DEWA Smart App
Service Fees No service charge Service fees No service charge
Time taken to A resolution will be made within (3) working Time taken to
Within (10) working days
complete this service days complete this service
The following details must be included when

making any complaints: The following details must be included when
• Account Number submitting a suggestion:
Notes • Customer name
• Full name
Notes
• Contact Number • Contact number
• Email • Email
• Suggestion Details
96 97
CONTACT US
CONTACT US
DEWA CUSTOMER CARE CENTRE
Call us on 04 601 9999 (24 hours a day, 7 days a week)
EMERGENCY
991
FAX
04 601 9995
WEBSITE
www.dewa.gov.ae
EMAIL
[email protected]
SOCIAL MEDIA
facebook.com/dewaofficial
twitter.com/dewa_official
instagram.com/dewaofficial
For comments on the driving of DEWA vehicles,

kindly call 04 601 9888
Note: Any updates to the services will be available on the DEWA website / DEWA smart app
98 99

Customer Guide 2016 Eng

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Customer

Saeed Mohammed Al Tayer

THE CUSTOMER HAPPINESS CHARTER ..............................................................8

ELECTRICITY CONNECTION SERVICES .............................................................. 11

NO OBJECTION CERTIFICATE (NOC)................................................................48

EMERGENCY OFFICE SERVICES ...................................................................... 56

CUSTOMER CARE CENTRE SERVICES................................................................ 65

DEWA E-SERVICES LIST ................................................................................ 68

BILL PAYMENT CHANNELS ............................................................................ 75

ASH’IR & HAYAK ...........................................................................................84

ELECTRICITY & WATER CONSERVATION & TIPS................................................. 86

CUSTOMER HAPPINESS CENTRES ...................................................................90

SUGGESTIONS & COMPLAINTS ...................................................................... 96

DEWA’s Vision, Mission, Motto and Values

A sustainable innovative world-class utility.

We are committed to the happiness of our stakeholders and promoting Dubai’s

For Generations to come.

DEWA is committed to achieve excellence in service provision that not only

OUR COMMITMENT TO YOU

THE CUSTOMER YOUR COMMITMENT TO US

ELECTRICITY CONNECTION SERVICES

CONTRACTORS & CONSULTANTS REGISTRATION

CONTRACTORS AND CONSULTANTS REGISTRATION 2. Contractors

• Supervising engineer’s • Valid Trade License copy,

ELECTRICITY CONNECTION SERVICES

3. Owner Registration SERVICE ELECTRICITY CONNECTION SERVICES

Complete the owner registration through Owner 

Total service Please submit your applications along the following

• 14 working days for NOC

In some cases , completion of service may take

No. Procedure to follow

Service fees Free of charge

Service time and

ISSUANCE OF BUILDING NOC

SERVICE DEWA ISSUANCE OF BUILDING NOC Channels providing

In some cases, completion of the service

ISSUANCE OF DEMOLITION NOC

SERVICE DEWA NOC FOR DEMOLITION PURPOSE

Service description Issuance of NOC for demolition

No. Procedure to follow

Service fees Free of charge

DRRG (DISTRIBUTED RENEWABLE RESOURCES

GENERATION) SOLAR NOC Service time and

Issuance of Solar NOC in-order to ensure

Service Fees Free of charge

SERVICE ACTIVATION OF SUPPLY (NEW REGISTRATION) 1. Security Deposit Amount.

In case the Valid Trade License is not available,

SERVICE FINAL BILL Procedure for Final Bill Request - through

Step 1: Online Request Submission Step 2: Service Delivery

SERVICE REFUND OF CREDIT AMOUNT

A signed, valid copy of an approved personal

This service is available at:

1. Final Bill Fee is calculated based on the size

Average waiting SERVICE UPDATE CUSTOMER INFORMATION

This service is available at:

• AED 30 or 75 (Based on meter type / size) are

Average waiting SERVICE REQUEST FOR CLEARANCE CERTIFICATE

Service Delivery Step 1: Online Request Submission

Step 1: Submit your request

DEWA is committed to achieve excellence in service provision that not only

CONTRACTORS AND CONSULTANTS REGISTRATION 2. Contractors

• Supervising engineer’s • Valid Trade License copy,

Complete the owner registration through Owner

• 14 working days for NOC

Issuance of Solar NOC in-order to ensure

SERVICE FINAL BILL Procedure for Final Bill Request - through

• AED 30 or 75 (Based on meter type / size) are

TRANSMISSION LINE MAINTENANCE DEPARTMENT PROVIDES

PROCESS FOR REQUESTING ADVISORY SERVICES:

TRANSMISSION ASSET MANAGEMENT PROVIDES THE FOLLOWING

All water meter applications must be made

For commercial premises

ROVIDING ACCESS TO DEWA PRIVATE ELECTRICAL

• The relevant department will go through the

lectricity reconnection (after a fire incident)

• In case of planned functions, customer must

To enquire; send an SMS to the number 4488

To subscribe for Green Bill, log on to: https://customer.dewa.gov.ae

Will I receive separate email for each account under my collective