Customer Service Terminology

Translation Glossary

Feb 2011

ER/P04/012

Content
CONTENT .............................................................................................................................. 1
1.

FORWARD .................................................................................................................. 2

2.

GLOSSARY DEVELOPMENT .................................................................................... 3

3.

INTRODUCTION ......................................................................................................... 4

4.

USER GUIDE .............................................................................................................. 5

5.

TRANSLATION GLOSSARY OF CUSTOMER SERVICE TERMS ............................. 6

Customer Service Translation Glossary

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Document
Legal Services &
ER/P04/012
Customer Support

Issue
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1.

Forward

1.1

The Regulation and Supervision Bureau (the Bureau) is the independent

regulator of the water, wastewater and electricity sector in the Emirate of Abu
Dhabi. The Bureau has the sole and exclusive authority to regulate the Sector
and has full powers to regulate all licensed operators both economically and
technically.

1.2

The Bureau has a number of key functions and duties which are set out in Law
No. (2) of 1998 concerning the regulation of the water and electricity sector in the
Emirate of Abu Dhabi, which includes protecting the interests of customers in the
Emirate of Abu Dhabi.

1.3

In 2009 the Bureau established a joint Customer Service Working Group

comprised of the Bureau, Al Ain Distribution Company (AADC) and Abu Dhabi
Distribution Company (ADDC). The objective of the Group is to work together
and assist the two Distribution Companies to prepare agreements and codes in
order to fulfill their important customer obligations under their respective
Distribution and Supply Licences.

1.4

Whilst developing these agreements and codes in English and translating them
in to Arabic, the importance of the consistent use of customer service terms in
both languages was recognised. The Group therefore commenced an initiative in
2010 to develop a Customer Service Translation Glossary of commonly used
terms.

Customer Service Translation Glossary

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Customer Support

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2.

Glossary development

Issue 1, Rev (0), issue date Feb 2011.

Customer Service Translation Glossary

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Customer Support

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3.

Introduction

3.1

Purpose

3.1.1

The purpose of this Glossary is that it can be used as a reference guide for
translators in order to promote uniform translation of commonly used terms within
the Sector (as far as possible).

3.2

Development

3.2.1

This Glossary includes terms and phrases related to customer service which are
used within the water, wastewater and electricity sector in the Emirate of Abu
Dhabi. As the Glossary developed, we also included more general Sector and
industry related terms.

3.2.2

The terms and phrases included in this Glossary have been gathered and
compiled from relevant Sector laws, regulations, agreements, codes and other
source documents, which includes:
1-

Law No (2) of 1998 concerning the regulation of the water and electricity
sector in the Emirate of Abu Dhabi; as amended.

2-

Law No (17) of 2005 concerning the establishment of Abu Dhabi

Sewerage Services Company; as amended.

3-

Abu Dhabi Water and Electricity Authority Glossary.

4-

Bureau Website (i.e. general Sector terms).

5-

AADC and ADDC documents, procedures, agreements and codes, such

as the Disconnection Code, the Supply Agreement and the Guaranteed
Service Standards Code and related guidance information.

3.2.3

Terms and phrases considered for inclusion in this Glossary were reviewed for
their degree of usage, specifically in the water, wastewater and electricity sector.
To ensure the translations are legally, technically and linguistically appropriate,
the terms have been reviewed by the Bureau, AADC and ADDC.

3.3

Review Process

3.3.1

This Glossary is a continuing work in progress and will be updated periodically as

is required.

3.3.2

If you have any comments on this Glossary please forward them to the Bureau at
Customercare@rsb.gov.ae.

Customer Service Translation Glossary

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Document
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Customer Support

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4.

User Guide

4.1

This Translation Glossary is not intended to be an authoritative reference

document as it is recognised that there is rarely only one correct way to translate
a word or phrase.

4.2

When using this Glossary as a reference guide please note that not all of the
sector terms used in English has a standard equivalent term in Arabic. For those
terms where there is no direct Arabic equivalent, we have sought input from
sector expertise and researched other source reference documents. The English
term has then been translated into one or more Arabic words which convey an
appropriate equivalent meaning.

4.3

A user of this Glossary must take into consideration that the translation is not a
literal translation and therefore the Glossary should not be used as dictionary.

4.4

Where more than one translation is considered to be appropriate (and widely

accepted) all possible translations are included. The user should therefore decide
which translation best suits his or her intended use.

Customer Service Translation Glossary

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Customer Support

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5.

Translation Glossary of Customer Service

Terms

English Terms

Arabic Translation

Abu Dhabi Area

Abu Dhabi Company for Servicing Remote

Areas / RASCO

Abu Dhabi Distribution Company / ADDC

Abu Dhabi Future Energy Company / ADFEC
(MASDAR)

Abu Dhabi Gas Industries Company Ltd. /

GASCO

Abu Dhabi National Energy Company / TAQA

Abu Dhabi Power Corporation / ADPC

Abu Dhabi Power Station / ADPS

Abu Dhabi Sewerage Services Company /
ADSSC

Abu Dhabi Transmission

Company / TRANSCO

Despatch

Abu Dhabi Water and Electricity Authority /

ADWEA / The Authority

Abu Dhabi Water and Electricity Company /

ADWEC

and

access to premises

account

account clearance processes

actual meter reading

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addendum

affiliate companies

agreement

Al Ain Distribution Company / AADC

Al Ain Power Station / AAPS

Al Ain Region

Al Mirfa Power Company / AMPC

Al Wathba Company for Central Services / Al
Wathba Services

alteration

Amiri Decree

ampere

ancillary services

annual reports

appliances

applicant

application

approval
arbitration

arbitrator

article
articles of association

assessment rules

/ /

assets

authorised disconnection personnel

authority

award

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Bainounah Power Company / BPC

Baniyas Power Station

barrel per day

bid

bid bond /security

bill

bill date

bill mistake
board of directors / board of management

breach

breach of regulations

British Thermal Unit ( BTU )

budget

bulk supply tariff

by-pass sales

capacity

capacity outage probability table

capacity to act

capital

carelessness

cash shares

CC&B System
central despatch

Central Region

central services

Central Workshop Company

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centre for the disabled

chairman
charges

circular

claim

clearance certificate

closing date
code

code of practice

code of practice for disconnection

combined electricity generation and water

desalination activity

commercial operation date

commercial register

competent authority

complaint

complaint handling procedures

completed application

compliance

compliance procedures

conditions

conduct a regulated activity

connection

connection agreement

connection point
consent

conservation

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consistency

constitution

/ /

consultation

consultation paper
consumer

consumption

contract

contract award

contract year

contracted private provider

contravention of a licence condition

/ /

control

cost
cost-reflective tariff

court order / decision

criminal offense

criteria

critical customer address

critical customer application

critical customers list

cross subsidy

customer

customer obligations
damage

demand

demand side management

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denial of access to meter

Department of Municipalities and Agriculture

derogation
desalination

despatch

despatch centre

directions

disability

disabled persons
disconnection for reasons other than nonpayment

disconnection notice

disconnection of service
disconnection of supply for non-payment

disconnection to avoid danger or damage

discrimination

dispute

dispute resolution

distribution

distribution code
distribution companies

distribution systems

Dolphin Energy Limited (DEL)

domestic consumers

Dubai Electricity & Water Authority / DEWA

due date

earthing of electrical installations

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ease of access

economic purchase
economical and efficient distribution and
supply

efficient use

elderly persons

electrical appliances

electrical phase

electricity

electricity voltage

electricity and water loss

electricity and water supply agreement

electricity distribution

electricity generation

electricity generation capacity

electricity output

/ /

/ /

electricity supply

electricity transmission

electricity transmission systems

eligible consumer

email address
emergency centre

emergency services

emergency streetworks

Emirates CMS Power Company / ECPC

Emirates national grid project

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Emirates SembCorp Water

Company / ESWPC/ ESC

&

Power

enforcement matter

enforcement of licences

entity

environmental standards

equipment

essential information
establishment

estimated electricity consumption

evaluation criteria

event beyond control

Executive Council

exemption

expected energy not served

failure of supply

failure to provide essential information

false information

faulty meter

Federal Electricity & Water Authority / FEWA

fees

final order

/ /

financial position

financial year

/ /

fittings

fixed O&M charge

forced outage
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foundation statement
frequency

fuel

functions

funds

general algebraic modelling system

general assembly
general policy

general public

generating availability data system

generation

generation and desalination companies

genuine dispute

genuine enquiry

giga watt hour

Government of Abu Dhabi

Government shareholding

government subsidy

governmental agencies

guaranteed service standards

Gulf Cooperation Council

Gulf Total Tractebel Power Company /
GTTPC

health and safety reasons

health and safety regulations / guidance

human consumption

illegal electrical works

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illegality

implementation

income

inconsistent

independent regulator

independent water & power producer / IWPP

independent water and power producers
projects

individual
information

installations

internal regulations

interruption

investigation

invitation to tender
joint stock companies

kilo watt hour

laboratories

landlord

lease

legal capacity to act

liabilities

liability for breaches

licence

licence condition
licensed distribution operator

licensed electrical contractor

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licensed production operator

licensee

life support customer

life support person

limited liability company

load despatch centre

loads management

location address

loss

Madinet Zayed Power Station

main branch

mains pipeline
maintenance

meeting

mega volt ampere

mega watt

memorandum of association
merge

meter

meter readings

metering

methodology

million imperial gallons per day / MIGD

minimum restrictions

modern equivalent asset

modification
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monetary penalty

mutual agreement

natural gas
net present value

new connections

nominal value

non-paying customer
non-residential
customer

customer

non-domestic

normal business hours

notice
objections

objectives

obligation breach

/ /

obligations

offence

operating codes

operation and maintenance / O&M

operator

order

/ /

organisation
outage

output

outstanding amount

overdue amount

overhead line

owner
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ownership
part load

payment

payment arrangement default

payment arrangements

payment difficulties

penalty

penalty payment

performance
performance bond

performance ratio

performance standards

permission
permit

person

personal injuries

/ /

phase

piped network system

pipeline

planned maintenance

plant

post award meeting

potable water

/ /

power

power & desalination plants / station

power and water purchase agreement PWPA

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power conservation

power outage

power outage probability table

power purchase agreement

power station

power to water ratio

pre-bid meeting

preliminary order

premises

price
privately
projects

funded

water

and

electricity

Privatisation Committee

Privatisation Directorate

procedures
process

procurement

production capacity

production facilities

products

project

project commercial operation date

/ / /

promoting / promotion

properties

proposal

prospective licensed operators

protection devices
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provide

provider

public health

public interest

public joint stock company

public offering

public organisation
public register

public security

public utilities

Public Works Department

pumping stations

purchase

qualified person

quality standards

rate of consumption

reasonable degree of assurance

reasonable demand

reasonable time

reconnection

reconnection charge

recycled water

register

registration

regulated activity
Regulation and Supervision Bureau / The
Bureau / RSB
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regulations

regulatory dispute
relevant law

reminder notice

remuneration

rent committee

repair

representations

request for proposal

requirements

re-registration

residential customer / domestic customer

resource

response / reply

responsibility

restriction on disconnection

restructuring

reverse osmosis

revocation

right to recover damage

road tanker

safety

safety standards

samples

sea water reverse osmosis desalination

sector
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securities

/ /

security / insurance / guarantee

security deposit
security interests

security of supply

self supply

sensitive supply customer

separate accounts

separate legal personality

service connection

service disconnection

services

settlement & planning system

seven year statement

sewage

sewage treatment plant

sewerage

sewerage and treatment pumping units and

networks

sewerage and wastewater disposal

sewerage and wastewater treatment and
processing

sewerage collection from premises

sewerage disposal

sewerage fittings
sewerage networks

sewerage recycling

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sewerage services
sewerage services operation codes and
systems

sewerage services users

sewerage services utilities and facilities

sewerage treatment

share capital

share of the total market

shares
Sharjah Electricity & Water Authority / SEWA
Shuweihat
Company

CMS

International

Power

sole and exclusive authority

special needs persons

/ /

standard

standard cubic feet

station

streetworks

sub-paragraph

subsidiaries

substance

successor entity

/ /

supply
supply account

supply address

supply equipment

supply for medical reasons

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supply interruption

supply quality

system charge of transmission use

system for settlement of due payments

system marginal price

tariff

tasks

Taweelah Asia Power Company / TAPCO

technical and managerial competence

tender
tendering period

term of a licence

term of the agreement

termination of an agreement
terms and conditions

terms for connection

terms of supply

third party assets

toll-free number

transfer scheme

transmission

transmission code

trunk mains pipeline

Umm Al Nar Power Company

Union Water & Electricity Company

unlicensed operator
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unplanned interruption

up-to-date

vacancy of the supply address

variable O&M charge

volt

voltage

voltage and frequency fluctuations

waiver

warrantee

waste

wastewater

wastewater collection

wastewater services

wastewater treatment

water

water and electricity demand

Water and Electricity Department / WED

water bulk supply

water bulk supply by an unlicensed operator

to the connection grid of a licensed

transmission operator

water continued availability

water desalination

water desalination capacity

water distribution

water distribution by mains pipeline

water output
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water over-consumption

water quality
water sources

water storage

water storage capacity

water supply

water supply to premises

water tankers

water transmission by trunk mains pipeline

water transportation

water waste

Western Region

working day

Customer Service Translation Glossary

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