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GUIDE
5 TH EDITION
2016
1
SERVICES
GUIDE
5TH EDITION
2016
TABLE OF CONTENTS
MD&CEO Message 6 Transformer Oil Testing Service 58
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
8 9
A SUSTAINABLE INNOVATIVE WORLD-CLASS UTILITY
SUSTAINABLE GROWTH
TBL01:
Triple Optimised costs, revenues and investments
Bottom Line
TBL02: TBL03:
Supporting Dubai’s Minimized environmental
sustainable development footprint
DEWA’S Stakeholders
S01:
Reliable and high
quality supply of
S02:
Happy
stakeholders
S03:
Socially responsible
business practices
CORPORATE
electricity and water
STRATEGY MAP
IP12:
Diversified
investment
2021
IP04: portfolio
World-class IP07:
customer service IP11:
World class
Sustainable
integrated internal
and diversified
and external
The strategy map provides a clear visual indicator of how the themes and the energy mix
communication
four perspectives of the third generation Balanced Scorecard interrelate to IP03:
Internal IP10:
each other and form the overall strategy of the organisation. World-class Health
Processes Effective demand
& Safety and side management
The map is a visual interpretation of an organisation’s strategy. Environment practices
It shows a logical, step-by-step connection between Themes, Perspectives and IP02: IP06:
IP09:
Strategic Objectives. It shows a cause-and-effect relationship from the bottom World-class Implementation of best
Enabling
row (Support, Learning and Growth Perspective) to the top row (Triple Bottom governance and practice stakeholder
Smart city
management standards engagement
Line Perspective) via Internal Processes and Stakeholders Perspectives.
IP01: IP05:
IP08:
Asset management Integrated/
Effective R&D
that delivers world comprehensive
and innovative
class standards of Corporate Social
solutions and
availability, reliability Responsibility
technologies
and efficiency framework
10 11
ALWAYS BRINGING YOU RESULTS AND SMILES
The Customer Happiness Charter has been developed so we can engage with you in
a more meaningful way by adopting best practices in responsible customer service.
It sets our benchmarks and defines your service expectations, fostering engaged
customer participation to ensure excellence from government services.
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 HH Sheikh Mohammed bin Rashid Al Maktoum, Vice
President and Prime Minister of the UAE and Ruler of Dubai, which comprises the
following:
THE CUSTOMER
OUR COMMITMENT TO YOU
• We will treat you with courtesy, respect and a smile
• You will receive high standards and fair service
HAPPINESS
• 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
CHARTER
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 methods of payment and
ensure we serve at your convenience
• We welcome your feedback and suggestions to serve you better
• We are committed towards the privacy of your information and data
YOUR COMMITMENT TO US
• Appreciate the efforts of our employees at your service and treat them with mutual
respect
• Provide identification documents when requested
• Provide the supporting documents required to complete a service
• Inform us immediately of any changes to information provided, or in case of error
• Inform us immediately of any changes that may affect our service provision
• Respond in a timely manner to queries from our employees to ensure timely and
excellent service
You can contact us directly through the following channels:
12 13
ELECTRICITY
SERVICES
14 15
NEW CONNECTION
16 17
NEW CONNECTION
LV Design Approval:
• Load 1-150 kw: 1 Working day
SERVICE
18 19
SOLAR CONNECTION
CONNECTION
DEWA offers to its customers the service of connecting 1. Download the application template
SOLAR
solar panels on existing buildings to DEWA’s network, to 2. Fill the form off-line
Service Description 3. E-mail application with the required documents
regularise the generation process and enable customers to
export surplus power to DEWA’s grid completed and attached to
cs.designapprovals@dewa.gov.ae.
Service Category & • Subsidiary
Type • Procedural Solar – Inspection & Connection
• Contractor Enrolled solar consultants and contractors can track their
Customer Segment Solar Design Approval applications, pay for connection
• Consultant
charges and inform DEWA about the that any works are
Documents • pplication template available on DEWA
A ready for inspection, to connect generators of electricity
Required website www.dewa.gov.ae Application Process from solar energy to the distribution network of DEWA.
• Obtain Solar NOC as a pre-requisite for the approval of
any design, construction or installation work. The online solar inspection and connection tracking
Service • Download and complete the Application request from application forms are under development. To enable online
Requirements DEWA website processing until then, please do the following steps:
• Send Application to CS.InspectionActivation@dewa.gov.
ae after attaching required documents 1. Download the application template
2. Fill the form off-line
Solar – NOC 3. E-mail application with the required documents
Contractors and consultants must obtain a solar NOC as a completed and attached to
pre-requisite for the approval of any design, construction or cs.inspectionactivation@dewa.gov.ae
installation work. Enrolled solar consultants and contractors
can apply for Solar NOCs connect solar energy generators to Service Application
the power distribution system of DEWA. Through DEWA Website - 24 Hrs
Timings
1. Log in to consultants and contractors portal
Service Fees Free
2. Select ‘DRRG Solar NOC’
Service Integration
N/A
with other services
Application Process Solar - Design Approval
Partner
To connect solar energy generators to DEWA’s power grid, N/A
organizations
the design of the solar array must be approved prior to
construction and installation. Enrolled solar consultants Where applications
DEWA website
and contractors should apply for a Solar Design Approval and can be submitted
pay the required connection charges.
Application for Solar Power Connection:
Online application forms for Solar-Design Approvals are Application Form
https://www.dewa.gov.ae/~/media/SolarInspection_
under development. In the meanwhile, online applications for this Service
application_form.ashx?la=en-AE
can be made in the following way:
Time Required to
56 Working Days
Deliver this Service
Package N/A
For Solar NOC:
• Contractors & Consultants should be certified by DEWA
Service Limitations as photovoltaic Solar Experts.
• 6 months from the date of issue
20 21
TEMPORARY SUPPLY FOR MOURNING AND WEDDINGS
TEMPORARY
Service Description
for UAE nationals only Package N/A
Service Category & Service Limitations N/A
• Social
Type
1- Period of temporary supply should not exceed 7 days.
Customer Segment Residential
2- In case of a wedding, customer must apply at least 4
Documents 1- RTA permission if there is road crossing
Notes days before the wedding.
Required 2- NOC required from General Directorate of Civil Defence.
3- In case of mourning, customer must apply immediately.
1. Customer Account. 4- Service fees amount are non-refundable
Service 2. Customer information (Contact or authorised person)
Requirements 3. Number of days.
4- Contractor contact information and required load details.
Service Application
24 hrs
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
RTA, & Directorate General of Civil Defence
organizations
• Customer Happiness Centre
Where applications • Customer Care Centre
can be submitted • DEWA website
• DEWA Smart App
Application Form
Application Form
for this Service
Time Required to
4 hours after paying service fee
Deliver this Service
22 23
TECHNICAL SERVICES
SHIFTING OF METERS / SUBSTATIONS / CABLES
TECHNICAL
SERVICES
Service Application
Through DEWA Website - 24 Hrs
Timings
24 25
RESOLUTION OF TECHNICAL INCIDENTS
TECHNICAL
INCIDENTS
Service Category & • Subsidiary 11 Meter Replacement ;IMS Ele.; 5A,LV-CT4W 1365
Type • Procedural 12 Replacement Of Current Transformer (CT) 520
• Residential Replacement CT Kilowatt Hour Meter;
13 480
• Commercial Type ET 411 MZ:V=3X2
26 27
WATER
SERVICES
28 29
WATER MAINTENANCE
NEW WATER CONNECTION WATER MAINTENANCE SERVICES
CONNECTION
NEW WATER
SERVICES
Service description Providing a new water supply Service Maintenance, of water technical complaints and
Description emergencies Service description
Service category & • Subsidiary
Service Category • Supplementary
type • Procedural
& Type • Procedural
• Contractor
Customer segment • Residential
• Consultant
• Commercial
• Passport copy or Emirates ID
• Industrial
Documents • Building Permit NOC Customer Segment
• Government
required • Building permit, Completion certificate & Letter from
• Contractor
Dubai Municipality
• Consultant
Service
Online application with all required documents Documents Required N/A
requirements
• Apply through DEWA website and attach all required Service • Customer Account
documents. Requirements • Location
• DEWA will visit the site and issue Estimate • Apply through DEWA Customer Care Centre by calling
Application Process
• Pay through any DEWA-approved payment channel 991 or through DEWA website
• After payment and site readiness, the water will be • Concerned department to receive the complaint and
connected within 3 days. Application Process register in system
Service application • Investigation and necessary action taken by technicians
24 /7
Timings • Close the complaint in the system
Service fees depend on daily water requirements, materials, Service Application
Service fees 24 /7
pipes and any meters required Timings
Service integration In case breakage is caused by any party they have to pay the
N/A Service Fees
with other services availed cost
Partner Service Integration
N/A N/A
organisations with other services
Where applications Partner
DEWA website RTA, Dubai Municipality, Dubai Police and Etisalat
can be sent organizations
Application Form Where applications • Customer Happiness Centre
DEWA Application (available on website)
for this Service can be submitted • DEWA website
Time required to Application Form
3 working days Not Available
deliver this service for this Service
Package N/A • 2 hours (minor complaints)
Time Required to
Applicants should settle the estimate amount within one Deliver this Service • 4 hours major complaints (main line breakage)
Service limitations
year, otherwise the application will be cancelled.
Package N/A
Service Limitations N/A
30 31
TECHNICAL SERVICES - WATER
TECHNICAL
SERVICES
32 33
CUSTOMER AND
BILLING SERVICES
34 35
MOVE-IN TO NEW PREMISE
NEW PREMISE
MOVE-IN TO
Connecting electricity and water supplies in premises for • Customer Happiness Centres
Service Description
tenants Where applications • DEWA website
Service Category & • Supplementary can be submitted • Smart App
Type • Procedural • Printing Centres approved from RERA
• Residential Application Form
Move-in Application
• Commercial for this Service
Customer Segment
• Industrial • Water and electricity supply is connected within 24
hours of payment of the security deposit
• Governmen
Time Required to • Average waiting time in customer happiness centres is
• Tenancy contract (EJARI) valid for at least one month Deliver this Service 4 minutes
• Emirates ID card • Average serving time in customer happiness centres
• Commercial licence (for commercial and industrial is 4 minutes
Documents Required customers), tenancy contract and application must be
Package N/A
signed and sealed.
• GCC countries customers and investors may show Service Limitations N/A
passport copy or unified ID card instead of Emirates ID • Previous final bill of the premise should be settled
The key requirement is a security deposit before applying for this service for any amounts due
• AED 2,000 for a Flat (Residential Premises) • In case supply is not activated within 24 hours after
Service security deposit payment, please call 991 to assist you
• AED 4,000 for a Villa (Residential Premises)
Requirements
For non-residential premises, the security deposit is Notes
• All landlords must pay security deposit for premises
calculated based on the premise’s consumption. under maintenance
• Completing and sending the application
• Local landlords must provide DEWA with a pledge to
• Getting a reference number take responsibility of monthly dues
Application Process • Paying security deposit and activation fees
• Connecting the electricity and water supply
within 24 hours
• To view Customer Happiness Centres locations and
Service Application timings please refer to pages 92-93
Timings
• 24/7 via smart app and DEWA website
Activation Charges
• AED 100 for connecting electricity and water (small
meters).
Service Fees
• AED 300 for connecting Electricity and water meters
(large meters)
• AED 30 for registration.
Service Integration
N/A
with other services
36 37
FINAL BILL (MOVE-OUT)
FINAL BILL
Service Description Disconnecting water and electricity supplies of the premise • Final Bill will be sent via Email and SMS within 36 hours
from request
Service Category & • Supplementary
• Average waiting time in customer happiness centres is 4
Type • Procedural minutes
• Residential • Average service time in customer happiness centres is 4
• Commercial minutes
Customer Segment Time Required to Security deposits will be refunded after settling final bill
• Industrial
Deliver this Service dues as follows:-
• Governmen
• Security deposit amount will be refunded in Customer
• Emirates ID of the resident’s account owner Happiness Centres if the refunded amount is less than
• Authorisation letter in case final bill is requested by a AED 4,000
Documents
representative (Residential) • If the refunded amount is over AED 4,000, it will be
Required
• Signed and sealed official letter (Commercial and refunded by bank transfer within 3 working days from
industrial ) the date of final bill or by cheque within 7 working days.
38 39
BILL PAYMENT
PAYMENT
Service description Electricity and water monthly bill payments Application Form
N/A
BILL
Application Process Using one of DEWA’s payment channels to pay the bill
40 41
SHAMS DUBAI BILLING TO WHOM IT MAY CONCERN CERTIFICATE
MAY CONCERN
SHAMS DUBAI
CERTIFICATE
TO WHOM IT
BILLING
This service is given to customers registered in solar energy This Certificate is issued on customer request that all the
Service Description Service Description
supply to reconcile consumption with generated solar power outstanding is clear.
42 43
ELECTRICAL VEHICLE (EV) REGISTRATION
REGISTRATION
and issuing monthly bills for it Average Waiting times in customer happiness centres is 4
Time Required to
• Supplementary minutes
Service Category & Deliver this Service
Type • Procedural Average serving time in customer happiness centres is 4
minutes
• Residential
Package N/A
• Commercial
Customer Segment Service Limitations N/A
• Industrial
• Government
• Passport copy or Emirates ID (for individuals)
• Trade Licence (Commercial & Industrial)
Documents Required • Driving Licence.
• Chassis Number.
• Car ownership card
• Visiting Customer Happiness Centres and filling the
Service application along with required documents
Requirements
• Paying security deposit
• Visiting Customer Happiness Centres and filling the
application along with required documents
Application Process • Registration in System
• Paying security deposit
• Receiving the card
Service Application To view customer happiness centres locations and timings
Timings please refer to pages 92-93
Service Fees Dhs 500
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
Customer Happiness Centres
can be submitted
Application Form
DEWA Application
for this Service
44 45
ELECTRICAL VEHICLE (EV) FINAL BILL
FINAL BILL
Service Ending charging services for the electric vehicles and issuing Application Form
N/A
for this Service
EV
Service Category • Supplementary Final bill is sent via email and SMS to customer within 36
& Type Time Required to hours from time of service termination request
• Procedural
Deliver this Service Average waiting time is 4 minutes
• Residential
Average serving time is 4 minutes
• Commercial
Customer Segment Package N/A
• Industrial
• Government Service Limitations N/A
46 47
HIGH / LOW CONSUMPTION ENQUIRIES
CONSUMPTION
HIGH / LOW
ENQUIRIES
48 49
GENERAL INQUIRIES BILL INQUIRY
INQUIRIES
GENERAL
INQUIRY
General enquires by Customers about billing services and This service is for customers who want to know about tariffs,
Service Description Service description
BILL
procedures. connections, and consumption rates.
Package N/A
Service limitations N/A
50 51
UPDATE CUSTOMER
This service helps customers to update their personal • AED 10 Service charges for requests received through
information with DEWA such as mobile number, email DEWA Customer Happiness Centres
Service Description
address, PO box number etc. in order to receive monthly
Service Fees • Free for ’Thuker ‘ and ‘Sanad’ cardholders
bills and notifications through SMS and Email.
• Free Service through DEWA Website and
Service Category & • Supplementary DEWA Smart App.
Type • Procedural
Service Integration
N/A
• Residential with other services
• Commercial Partner
Customer Segment N/A
• Industrial organizations
• Government • Customer Happiness Centre
Documents Where applications • DEWA website
Emirates ID for account holder
Required can be submitted • Smart App
• Account number • Customer Care Centre
Service
Requirements • Attendance of the Account holder or a written Application Form
authorisation letter in case of a representative N/A
for this Service
Procedure through Website and smart app • Immediate Update for requests through Online / Smart
Customer may instantly update his information by filling Application.
the required fields and submitting the information • 3 working days for requests through Customer
Procedure through Customer Happiness Centres Time Required to Happiness Centre.
Step 1: filling application with the updated information Deliver this Service • Waiting time in customer happiness centres is 4:00
and submitting it at a Customer Happiness Minutes
Centre • Service time in customer happiness centres is 4:00
Step 2: Customer will receive reference number through Minutes
email and SMS to review service status Package N/A
Application Process
Step 3: Information will be updated within 3 days
Service Limitations N/A
Procedure through Customer Care Centre
In case of enquiry related to updating contact information,
Step 1: Sending email to customer care centre with
customer can contact Customer Care Centre on 04-6019999
the new information customer wants to update Notes
or raise enquiry through DEWA Customer portal www.dewa.
customercare@dewa.gov.ae
gov.ae or through DEWA Smart App.
Step 2: C
ustomer will receive reference number through
email and SMS to review service status
Step 3: Information will be updated within 3 days
52 53
ADVISORY
SERVICES
TRAIL PIT OR OVERHEAD LINE
CLEARANCE VERIFICATION &
STANDBY SITE SUPERVISION TRAIL PIT OR OVERHEAD LINE (OHL) CLEARANCE
STANDBY SITE
SUPERVISION
SUPERVISION
To provide supervision during construction activities in
the vicinity of 400/132 kV cables or overhead lines (OHLs) To verify the clearance of Transmission lines for 400/132kV
Service description Service
or within DEWA’s corridor to give advice on safety and cables or overhead lines (OHLs), and their equipment within
protection methods. Description
the proposed scope of work for NOC applications.
Service category & • Subsidiary Service Category • Subsidiary
type • Procedural & Type • Procedural
• Government • Government
Customer segment • Contractor Customer Segment • Contractor
• Consultant • Consultant
Documents Documents
DEWA Construction NOC Documents DEWA Trail pit NOC Documents
required Required
Service Service
Applicants must have a valid construction NOC. To have valid Trail pit NOC.
requirements Requirements
1. How to request by fax or e-mail 1. How to request by fax or e-mail
Fill in the request form with the required information sent Fill in the request form with the required information sent
by fax 04 322 9095or e-mail tlm.supervision@dewa.gov.ae by fax 04 322 9095or e-mail tlm.supervision@dewa.gov.ae
2. How to send an official request by hand 1. How to send an official request by hand
Application Process Fill in the request form with required information and
Application Process Fill in the request form with required information and deliver it to either of the following locations:
deliver it to either of the following locations:
• DEWA, At Hudaiba yard office number 2.
• DEWA, At Hudaiba yard office number 2. • TLM department, NOC section, 2nd Floor DEWA Warsan
• TLM department, NOC section, 2nd Floor DEWA Warsan Administration building.
Administration building. Service Application
During official working hours(7.30am to 2.30pm).
Service application Timings
During official working hours (7.30am to 2.30pm).
Timings Service Fees Free
Service fees Free Service Integration
Transmission lines -NOC
Service integration with other services
Transmission lines -NOC
with other services Partner
N/A
Partner organizations
N/A
organisations • DEWA, At Hudaiba yard office number 2.
Where applications
• DEWA, At Hudaiba yard office number 2. can be submitted • TLM department, NOC section, 2nd Floor DEWA Warsan
Where applications Administration building.
can be sent • TLM department, NOC section, 2nd Floor DEWA Warsan
Administration building. Application Form Filled Transmission line work notification & supervision
Application Form Filled Transmission line work notification/supervision for this Service request format
for this Service request format Time Required to
2 working days.
Time required to Deliver this Service
2 working days
deliver this service Package N/A
Package N/A Service Limitations N/A
Service limitations N/A
56 57
TRANSFORMER OIL TESTING SERVICE
TRANSFORMER
OIL TESTING
SERVICE
Rate Testing
SI. Time
Description of Test Per Test / one
No (Dhs.) Sample
Service Fees
1 Water Content 320.00 2 Hrs
2 Break-down Voltage 310.00 3 Hrs
3 Acidity 480.00 3Hrs
4 Interfacial Tension 425.00 3 Hrs
58 59
ENERGY AUDIT SERVICE
ENERGY AUDIT
SERVICE
Service Application
7:30 AM – 2:30 PM Sunday to Thursday
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website www.dewa.gov.ae
can be submitted
Application Form
Online request through DEWA website
for this Service
Time Required to
10 Working Days for each building
Deliver this Service
Package N/A
Service Limitations N/A
60 61
NO
OBJECTION
NO OBJECTION
CERTIFICATES
NO OBJECTION CERTIFICATE (NOC)
NOC GENERAL
Application for General Projects NOC, in which the 1. Work within right of way
Consultant or Contractor requests DEWA’s Approval for
Service description design and construction drawings respectively, before • Apply online for a NOC on the RTA System (e-NOC) through
starting the construction within the Right of Way (ROW) or the link: https://noc.rta.ae
within or adjacent to DEWA’s assets and corridors. • For digital application, customers should attach their
• Subsidiary requirements as mentioned in the NOC submission
Service category &
guidelines.
type • Procedural • For manual applications, get the online RTA reference
• Residential number from e-NOC and upload the necessary documents
Application process
on the DEWA Customer Portal at
• Government
Customer segment https://crm.dewa.gov.ae/irj/portal/anonymous
• Contractor
• Consultant 2.Work inside DEWA land and premises
Documents • N
OC applications that don’t need to be made on the RTA
Trade license
required E-NOC system for DEWA-related projects can be done on
• Covering letter the DEWA customer portal at
https://crm.dewa.gov.ae/irj/portal/anonymous
• Affection plan
• Key plan showing the proposed work Service application
24/7 through DEWA Website
timings
• General layout plan showing proposed work (DTLM
coordinates) Service fees Free
• Detailed cross-sections drawings showing the Service integration
distribution of services corridor along with the proposed N/A
with other services
work as per the RTA’s ROW cross section or an approved
master plan for major projects Partner
Service RTA
organisations
requirements • Trial pit & site verification from relevant departments
• Detailed programme of proposed work Where applications
RTA & DEWA website
can be made
• Contractor’s emergency contact details
Application form
• Detailed method of statement (for working near or N/A
for this service
above DEWA services )
• For specific submission requirements depending on Time required to
10 Working days
the project, please refer to the detailed submission deliver this service
guideline available at https://crm.dewa.gov.ae/irj/ Package N/A
portal/anonymous
NOC applications on the RTA E-NOC system will be
automatically cancelled if:
1. The customer fails to obtain NOC approval for the Digital
and manual NOC submission within 60 days.
Service limitations
2. The customer fails to make the RTA E-NOC application
GO D
on the DEWA Customer Portal, providing an RTA-NOC
AHEA
application reference number, within 7 working days.
64 65
NO OBJECTION CERTIFICATE (NOC)
CONNECTION
Application for House Connection NOCs are needed for when 1. Work within right of way
a customer requests approval from DEWA before starting
Service description
the construction works within the Right of Way (ROW) to • A pply for NOC online on the RTA System (e-NOC) through
connect the plot service to the relevant utility network. the link: https://noc.rta.ae
• Subsidiary • For digital applications, customers should attach their
Service category &
requirements as mentioned in the NOC submission
type • Procedural guidelines
• Government • For manual application, get the online RTA reference
Customer segment number from e-NOC and upload necessary documents on
• Contractor
Application process the DEWA customer portal at
Documents https://crm.dewa.gov.ae/irj/portal/anonymous
Trade license
required
2. Work inside DEWA lands and premises
• Covering letter
• Affection plan • N
OC applications that don’t need to be made on the RTA
• Key plan showing the proposed work E-NOC system (DEWA Related Projects) can be made on
DEWA’s customer portal at
• General layout plan showing proposed work (DTLM
https://crm.dewa.gov.ae/irj/portal/anonymous
coordinates)
• Detailed cross-section drawings showing the
distribution of the services corridor along with proposed Service application
24/7 through DEWA Website
work as per RTA ROW cross section or approved master timings
Service plan for major projects Service fees Free
requirements • Trial pit or site verification from relevant departments.
Service integration
• Detailed programme of proposed work N/A
with other services
• Contractor’s emergency contact details
Partner
• Detailed statement of method (for working near or RTA
organisations
above DEWA premises )
Where applications
• For specific submission requirements depending on the RTA & DEWA website
can be made
project, please refer to detailed submission guideline
available at https://crm.dewa.gov.ae/irj/portal/ Application form
N/A
anonymous for this service
Time required to
5 Working days
deliver this service
Package N/A
NOC applications on the RTA E-NOC system will be
automatically cancelled in the following cases:
1. The customer fails to obtain NOC approval for the Digital
Service limitations and manual NOC submission within 60 days.
2. The customer fails to make the RTA E-NOC application
on DEWA Customer Portal, providing the RTA-NOC
application reference number, within 7 working days.
For the NOC submission guidelines, upload the soft copy on
Notes
www.dewa.gov.ae
66 67
NO OBJECTION CERTIFICATE (NOC)
FOR ROAD PROJECTS
NOC ROAD
PROJECTS
Application for Road Projects NOC, in which the Consultant 1. Work within right of way
or Contractor requests approval from DEWA for Design or
Service
Construction Drawings respectively, before starting the • Apply for NOC online on the RTA System (e-NOC) through
Description
construction works within the Right of Way (ROW) or within the link: https://noc.rta.ae
or adjacent to DEWA assets and corridors. • For online applications, customers should attach their
• Subsidiary requirements as mentioned in the NOC Submission
Service Category
Guidelines
& Type • Procedural • For manual application, get the online RTA reference
• Government number from e-NOC and upload necessary documents
Application Process
on DEWA Customer Portal at
Customer Segment • Contractor
https://crm.dewa.gov.ae/irj/portal/anonymous
• Consultant
Documents 2. Work inside DEWA Reservations & Premises
Trade license
Required
• N
OC applications that do not need to be made on the RTA
• Covering Letter E-NOC system (DEWA Related Projects) can be done on the
• Affection plan DEWA Customer Portal at
https://crm.dewa.gov.ae/irj/portal/anonymous
• Key plan showing the proposed work
• General layout plan showing proposed work (DTLM Service Application
24/7 through DEWA Website
coordinates) Timings
• Detailed Cross sections drawings showing the Service Fees Free
distribution of services corridor along with proposed
Service Integration
work as per RTA ROW cross section or Approved master N/A
with other services
Service plan for major projects
Requirements • Trial pit or site verification from relevant departments. Partner
RTA
organizations
• Detailed programme of proposed work
Where applications
• Contractor’s emergency contact details RTA & DEWA website
can be submitted
• Detailed statement of method for working near or
above DEWA services Application Form
DEWA Application form
for this Service
• For specific submission requirements depending on the
project, please refer to detailed submission guideline Time Required to
14 Working days
available at https://crm.dewa.gov.ae/irj/portal/ Deliver this Service
anonymous
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:
1. The customer fails to obtain NOC approvals for the
Service Limitations Digital and manual NOC submission within 60 days.
2. The customer does not make the RTA E-NOC application
on DEW Customer Portal, with the RTA-NOC application
reference number, within 7 working days.
For NOC Submission Guideline, upload the soft copy on
Notes
www.dewa.gov.ae
68 69
NO OBJECTION CERTIFICATE (NOC)
NOC NETWORK
Application for Network NOC, in which the Consultant or 1. Work within right of way
Contractor requests DEWA’s Consultants and Contractors
Service can request approval from DEWA for Design or Construction • Apply for NOC online on the RTA system (e-NOC) through
Description Drawings respectively, before starting theany construction the link: https://noc.rta.ae
works within the Right of Way (ROW) or within or adjacent to • For online applications, customers should attach their
DEWA’s assets and corridors. requirements as mentioned in the NOC Submission
• Subsidiary Guidelines.
Service Category
• For manual application, get the online RTA reference
& Type • Procedural number from e-NOC and upload the necessary
• Government Application Process documents on the DEWA Customer Portal at
https://crm.dewa.gov.ae/irj/portal/anonymous
Customer Segment • Contractor
• Consultant 2. Work inside DEWA lands & premises
Documents
Trade license • NOC applications which do not require to be submitted
Required
through RTA E-NOC system (DEWA Related Projects) can
• Covering Letter be submitted through DEWA Customer Portal at
• Affection plan https://crm.dewa.gov.ae/irj/portal/anonymous
• Key plan showing the proposed work
• General layout plan showing proposed work (DTLM Service Application
24/7 through DEWA Website
coordinates) Timings
• Detailed Cross sections drawings showing the Service Fees Free
distribution of services corridor along with proposed
Service Integration
work as per RTA ROW cross section or approvedApproved Not Available
with other services
master plan for major projects
Service Partner
Requirements • Trial pit or site verification from relevant DEWA RTA
departments. organizations
• Detailed programme of proposed work Where applications
RTA & DEWA website
• Contractor’s emergency contact details can be submitted
70 71
ELECTRICITY AND WATER
Application for Information about DEWA assets and services 1. Work within Right of Way
Service (Existing, Ongoing, and Proposed) in the Right of Way (ROW)
Description or corridors that might be influenced by or influence the • Apply for NOC online on the RTA System (e-NOC) through
proposed project’s scope of work. the link: https://noc.rta.ae
• Subsidiary • For online applications, customers should attach their
Service Category
requirements as mentioned in the NOC Submission
& Type • Procedural Guidelines.
• Government • For manual applications, get the online RTA reference
number from e-NOC and upload the required documents
Customer Segment • Contractor Application Process
on DEWA Customer Portal at
• Consultant https://crm.dewa.gov.ae/irj/portal/anonymous
Documents
Trade license 2. Work inside DEWA lands and premises
Required
• Covering Letter • NOC applications which do not require to be submitted
• Affection plan through RTA E-NOC system (DEWA Related Projects) can
be submitted through DEWA Customer Portal at
• Key plan showing the proposed work
https://crm.dewa.gov.ae/irj/portal/anonymous
• General layout plan showing proposed work (DTLM
coordinates) Service Application
24/7 through DEWA Website
Timings
• Detailed Cross sections drawings showing the
distribution of services corridor along with proposed Service Fees Free
work as per RTA ROW cross section or Approved master
Service Integration
Service plan for major projects N/A
with other services
Requirements • Trial pit or site verification from relevant departments.
Partner
• Detailed programme of proposed work RTA
organizations
• Contractor’s emergency contact details
Where applications
• Detailed Method of statement (for working near or RTA & DEWA website
can be submitted
above DEWA services)
Application Form
• For specific submission requirements depending on the N/A
for this Service
project, please refer to detailed submission guideline
available at https://crm.dewa.gov.ae/irj/portal/ Time Required to
5 working days
anonymous Deliver this Service
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:
72 73
NO OBJECTION CERTIFICATE (NOC) FOR TRIAL TRENCH
NOC FOR TRIAL
74 75
NOC FOR BUILDING
BUILDING NOC
(ELECTRICITY)
BUILDING PERMIT (WATER)
DEWA offers this service to enrolled consultants &
Service Service Description contractors to issue Building NOCs through DEWA E-Services
Issuing No Objection Certificate for Building permit available at DEWA website www.dewa.gov.ae
Description
• Contractor • Contractor
Customer Segment Customer Segment
• Consultant • Consultant
Application Form
No Objection Certificate for Building Permit Important Note: The projects which requires DM (Dubai
for this Service
Municipality) building permit, application for Building NOC
Time Required to
3 working days is to be submitted through Dubai Municipality Portal for
Deliver this Service
building permits.
Package N/A
Service Application
Service Limitations N/A Through DEWA Website - 24 Hrs
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
76 77
DEMOLISHING NOC
NO OBJECTION CERTIFICATE FOR
BUILDING NOC
(ELECTRICITY)
DEMOLITION (WATER)
(WATER)
Service Description Issuing No Objection Certificate for a demolition
Where applications
DEWA website
can be submitted Service Category & • Subsidiary
Time Required to Type • Procedural
6 working days
Deliver this Service • Contractor
Customer Segment
Package N/A • Consultant
Validity of Building NOC: Documents • Affection Plan
• 2 years for Normal growth area Required • Trade License
Service Limitations • 1 year for Major Projects area Service
Online application with all required documents.
• Application is automatically cancelled by system in case Requirements
of not resubmitted by contractor / consultant within 10
• Apply through DEWA website and attach all required
working days of being returned from DEWA
documents.
(1) • Coordinate with Customer Billing department for
• System will automatically generate application pending bills and financial requirements.
reference number (111xxxx) • Pay financial requirements through DEWA approved
• Customer will be able to track the status of the Application Process payment channels.
application through DEWA W-Services using the above • Coordinate with Customer Billing department for Final
Notes
reference number Bills.
** Application is automatically cancelled in case if it was • Disconnect the water supply.
returned by DEWA and not resubmitted by Contractor /
Consultant within 10 Working Days • The NOC will be issued within 3 Working Days.
Service Application
24 Hours Daily
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website
can be submitted
Application Form
No Objection Certificate for Demolishing form
for this Service
Time Required to
3 working days
Deliver this Service
Package N/A
Service Limitations N/A
78 79
DEMOLITION NOCS (NO OBJECTION CERTIFICATES) –
DEMOLITION NOC
(ELECTRICITY)
80 81
IMPORTANT
INFORMATION
82 83
ENROLLMENT OF CONSULTANTS & CONTRACTORS
DEMOLITION NOC
(ELECTRICITY)
Service Through this service, Contractors & Consultants will be able to use and benefit b. Contractors
Description from DEWA Online Services
Service • Subsidiary Documents / Requirements
Category &
Type • Procedural
Supervising Engineer’s
copy issued by Depart-
Practical Experience
passport copy along
Development Dubai
Other requirements
Valid Trade License
ment of Economic
• Contractor
Qualification
Certificates
Experience
Segment • Consultant Category
a. Consultants
Documents / Requirements
Service
Experience Certificates
Supervising Engineer’s
mum
Practical Experience
Other requirements
Require- copies of valid employ-
1 Year
ments visa
Qualification
ments
Category visa page.
Contractor √ √ √ √
Civil
84 85
ELECTRICITY & WATER
The peak time for electricity and water load in the Dubai is from 12-5 pm, especially
& TIPS
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 5 pm, especially during the summer months. Try and limit using devices
ELECTRICITY
during those hours. Summer sees the highest number of accidents as well, so it’s wise
not to run too many devices around your house simultaneously. Air-conditioning
during the summer consumes a large amount of energy, so switch it off when you are
going out of your home
CONSERVATION
• 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, so that it
& TIPS
shuts and restarts at intervals
• Make sure all your house windows and doors are properly shut when air conditioning
is on. This will make air conditioners more energy-efficient
• Unplug personal computers, electronic devices and chargers when they aren’t in
Our natural resources are precious, and with it comes or use. Most electronics use electricity even when switched off.
• Over 50% of water used in the house takes place in the bathroom. Toilets use
social responsibility to conserve these very important
around 27%, showers 17%, taps 8% and baths 2%. Avoid taking long showers.
gifts. Below are some simple tips that you can implement Shortening your shower by a minute or two can save you up to 150 gallons a month
to help reduce your consumption of electricity and water, • Replace tap filters and showerheads around the house with water flow reducers.
They’re inexpensive, easy to install and reduce water consumption
thereby helping to preserve our environment – for us and • When doing your laundry, try to operate the washing machine only when you are
for generations to come. doing full loads. Set the water level to the appropriate size of load you are using
• When buying a washing machine, that meet (Energy Star) requirements that will
save water and energy
• Water your garden in the morning or evening when temperatures are lower and
help reduce evaporation. 30% of water is evaporated if you water your lawn or
plants during peak hours. The recommended watering times are before 8am or
after 6pm
• The UAE is the land of sun. Consider using garden lights or spotlights that run on
solar energy
• Use a bucket of soapy water to wash your car, or place a shut-off nozzle on the end
of your hose
• Monitor your water bill. Unusually high bills may mean you have leaks that need to
be checked
• To check your meter, please contact DEWA Customer Care Centre on 04 601 9999
86 87
ELECTRICITY & WATER
Since March 2008, DEWA is applying the slab tariff system on consumption, which
& TIPS
means charges on consumption is related to the total volume used by each client.
This encourages DEWA’s customers to reduce their consumption, and cuts down on
waste.
The slab tariff system has proven to be effective in many countries around the
world. This system helps customers to rationalise their use of electricity and water,
while contributing to preserve the natural resources from being depleted, and
protecting the environment from over pollution.
R
Industrial & Commercial
Fils/ IG* More than 6,000 kWh 38
Monthly Consumption
Industrial
G 0 - 10,000 IG* 3.5
Monthly Consumption
Fils/ k Wh
* 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
CHANNELS OF
SERVICE DELIVERY
AND INTERACTION
WITH DEWA
90 91
CUSTOMER HAPPINESS CENTRES CUSTOMER
ADDRESS (AREA) MAKANI GPS TIMINGS
HAPPINESS
HAPPINESS CENTRE
CUSTOMER
DEWA’s customer Happiness Centres are staffed with our highly – trained employees
CENTRES
who will help you with your issues and enquiries. DEWA’s centers are fully equipped with Customer Happiness 21322 Latitude:
83423 Sunday to
business and leisure facilities, as well as special services and facilities for the elderly Centre at Dubai Sheikh Zayed Road 25.1561131
Thursday 9:00
and those people with disabilities. Our centers also provide additional government Municipality - Al – Al Manara 21353 Longitude:
AM to 3:30 PM
services and provide valet parking for your convenience. You can choose the most Manara Centre 83461 55.2273595
convenient centre to you based on location, timings and access to public transport Customer Happiness 37378 Latitude:
95050 Sunday to
locations. Centre at Dubai 25.2629239
Al Twar 2 Thursday 7:30
Municipality - Al 37356 Longitude:
CUSTOMER AM to 2:00 PM
ADDRESS (AREA) MAKANI GPS TIMINGS Twar Centre 95004 55.3849661
HAPPINESS CENTRE
Customer Happiness 27916
31079 Latitude: 91948 Sunday to
Centre at General Latitude:
Sheikh Zayed 91073 25.226737 Saturday to Al Jafiliya, Sheikh Thursday 7:30
Head Office Directorate of 27891 25.2341374
Road – Close to Thursday 7:30 Khalifa Bin Zayed AM to 8:00 PM
(Zaabeel East) 31295 Longitude: Residency and 92044 Longitude:
Wafi Mall AM to 8:00 PM Road Saturday 7:30
91238 Foreigners Affairs - 27664 55.2912337
55.323109 AM to 2:00 PM
Head Quarters 92026
Latitude: Sunday to General
Al Hudaiba 25.244201 Thursday 7:30 Customer Happiness
Al Hudaiba, Al 26946 Directorate
Customer AM to 8:00 PM Centre at General Latitude:
Mina Road 93094 Longitude: of Residency Sunday to
Happiness Centre Saturday 7:30 Directorate of 06771 25.0080534
& Foreigners Thursday 7:30
55.2817118 AM to 2:00 PM Residency and 67270 Longitude:
Affairs – Jebel AM to 2:00 PM
Foreigners Affairs - 55.0856531
Omar Bin Al Latitude: Ali – Entrance # 3,
Burj Nahar Saturday to Jebel Ali
Khattab Road – 30424 25.2747267 Exit 22
Customer Thursday 7:30
Al Mutainah – 96434 Longitude: Latitude:
Happiness Centre AM to 8:00 PM Sunday to
Burj Nahar 55.3159153 Hatta Customer 11712 24.809165
Hatta Thursday 7:30
Happiness Centre 44096 Longitude:
Sheikh Zayed Latitude: AM to 2:00 PM
Saturday to 56.126168
Al Wasl Customer Road, Al Wasl – 24905 25.1997767
Thursday 7:30
Happiness Centre Behind 88202 Longitude:
AM to 8:00 PM
Al Mazaya Centre 55.2623141
LIST OF SERVICES OFFERED IN LIST OF SERVICES OFFERED IN
Nad Al Hamar Sunday to
Umm Ramool Road, Umm
Latitude:
Thursday 7:30 ALL DEWA CUSTOMER HAPPINESS UMM RAMOOL CUSTOMER
36435 25.2252861
Customer Ramool – Close
90875 Longitude:
AM to 8:00 PM CENTRES HAPPINESS CENTRE ONLY
Happiness Centre to Volkswagen Saturday 7:30
55.3762972 Registration of New Account (
worskshop AM to 2:00 PM Registration of New Account 1
1 move In Request)
Sunday to (move In Request)
Latitude: 2 Final Bill Request (Move Out)
Ayal Nasser Deira – Ayal Naser, Thursday 7:30
29404 25.275304 2 Final Bill Request (Move Out)
Customer 27 Street – Close AM to 8:00 PM 3 Update Customer Information
96358 Longitude:
Happiness Centre to Naif Souq Saturday 7:30
55.303161 3 Update Customer Information Logging Notification for high/low
AM to 2:00 PM 4
consumption ( electricity /Water)
Customer Al Quoz, 6 Logging Notification for high/low 5 Issue Clearance Certificate
21860 Latitude: 4
Happiness Centre Street – Close consumption ( electricity /Water)
83177 25.15403 Saturday to 6 Other Services
to Department
- Al Quoz Longitude: Thursday 7:30 7 Complaints/Suggestions Services
of Civil Defence 21757 5 Issue Clearance Certificate
Sustainable 55.232204 , AM to 8:00 PM
– Behind Nissan 8317 8 Bill Payment
Building 2175783178
showroom 6 Other Services 9 Security Deposit Payment
Jebel Ali – Estimate Payment for New
Latitude: 10
Discovery Gardens Discovery Sunday to 7 Complaints/Suggestions Services Connections
11480 25.0474252
Customer Gardens, Building Thursday 7:30
71518 Longitude: Request for Electricity Temporary
Happiness Centre 8, Close to AM to 2:00 PM 8 Bill Payment
55.1314035 11 Connection for wedding and
Chelsea Hotel
9 Security Deposit Payment Mourning
Latitude:
Jebel Ali Industrial Jebel Ali Sunday to Estimate Payment for Electricity
08727 24.996577
Area Customer Industrial Area 1, Thursday 7:30 Estimate Payment for New 12 Temporary Connection for
65926 Longitude: 10
Happiness Centre Exit 22 AM to 8:00 PM Connections
55.1049891 wedding and Mourning
92 93
OUR SERVICE DELIVERY
SERVICE BUNDLE
PARTNERS
In order to achieve customer happiness and improve the customer journey in receiving This Service is provided by the Dubai land department authorized typing offices &
our services, DEWA provides a number of services through integration with its partners. authorized property management companies offices.
Integration with partners aims at providing different channels that suits you and suits
Services included in bundle:Move In Services+ Issuance of leasing Contract (Ijjary)
your needs in requesting the service:
PARTNER Stages Informtiona Search Service Application Communication during the service Service completion
SERVICE
Land Dubai
RTA
Department Municipality
Service Bundle
2. Service
Movement to new flat
(DEWA & Dubai Land Dep.)
1. Information 3. Service channel
Customer
Requirement
search choice
collection
services
and billing Customer
4.Arrival Dubai land
department
5. Dubai land
department
General Projects Journey
authorized o ces employee 6. Leave
center
7. Account
open SMS
8. Deposit
Payment
9. Connection
5. Property
4. Arrival at property
management 24 Hours
management o ce
employee
House Connection NOC Service Bundle
(DEWA & Property Management companies)
Road Projects NOC Service Bundle: Housing fee Account Activation & Move In
Housing fees account is activated through DEWA in integration with the move in
service.
Networks NOC
Services included in bundle:
NOC
Services Trial pits NOC Activating housing fees account service + Move In service
To increase the number of service channels, DEWA has engaged with a number of
partners in order to provide channels that suits you and suits your needs in requesting
the service:
PARTNER
SERVICE
Emirates
Banks ENOC Etisalat
Post
Customer
services Bill payment
and billing
94 95
Payment in Customer Happiness Centres can be made by:
BILL PAYMENT
GREEN BILL
BILL PAYMENT CHANNELS a. Cash Counters through the following payment types:
CHANNELS
• Cash
• Cheques
This section provides you with an overview and details on DEWA’s range of bill payment
channels to make your life easier, and save you time and effort. b. Cheque Drop Box facility is available in the centres with* in point No.4 (Depositor
mobile and customer’s DEWA account number must be included on the reverse of
the cheque).
1. SMART SERVICES
DEWA offers a variety of smart ways in which you can pay your bill, which run on Apple
iOS, Android, Blackberry OS, and Windows OS systems. 5. BY MAIL
A/C Payee crossed cheques*, along with the remittance advice for the bill, should be
posted to:
2. DEWA WEBSITE (EPAY)
Dubai Electricity & Water Authority, PO Box 564, Dubai
You can pay your bill online conveniently on DEWA’s safe and secure website at
https://customer.dewa.gov.ae/irj/portal/anonymous/onbp at no extra cost. We
accept VISA, Master Card, Diners Club, JCB card, and Unionpay credit cards. 6. DRIVE-THROUGH SERVICE
Pay your bills from your car at the Al Wasl and Umm Ramool
(Customer Happiness Centres).
3. PAY VIA MOBILE – SMS (MPAY)
You can pay your bill by sending an SMS via your mobile phone. Register at
https://mpay.dubai.ae to activate this service.
7. ETISALAT PUBLIC PAYMENT MACHINES
Pay your bills using Etisalat public payment machines all over the UAE
* You can also activate the Auto Payment feature to automatically deduct the DEWA
bill amount from your credit card every month.
8. ENOC/EPPCO SERVICE STATIONS
4. DEWA CUSTOMER HAPPINESS CENTRES Pay your bills at ENOC/EPPCO Service Stations in Dubai
Teller Counters: DEWA’s partner banks offer DEWA bill payments from their tellers
96 97
during office hours.
Phone banking: This service is available from phone banking if you have a bank account.
Mobile Banking (Smart APP): you can pay your bill through your bank’s Smart App
11. TAYSEER
A channel for multi-account bill payment
Step 1.: Create reference number (Tayseer number) with all the details required on
the DEWA website
Step 2.: Pay based on the reference number through ENBD Cheque Deposit Machines
or through bank-transfers, using the created Tayseer number as a reference
GREEN BILL
2 Ajman Bank 15 Citi Bank
3 Commercial Bank of Dubai 16 Dubai Islamic Bank
4 Dubai Bank 17 United Arab Bank
5 Emirates NBD 18 Abu Dhabi Islamic Bank
The Green Bill offers you the convenience of viewing
6 Emirates Islamic Bank 19 Barclays Bank
and paying your DEWA bill online – simply and
7 First Gulf Bank 20 HSBC Bank- Middle East
securely, anywhere anytime you want.
8 Mashreq Bank 21 Dubai First
9 Standard Chartered Bank 22 Arab Bank
10 Sharjah Islamic Bank 23 Habib Bank AG Zurich
11 Noor Islamic Bank 24 National Bank of Abu Dhabi
12 National Bank of Fujairah 25 Al Hilal Bank
13 RAK Bank
98 99
WHAT IS 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
CUSTOMER
• 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
CARE CENTRE
• 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 Bill allows you to reduce paper usage that helps to save
trees, resuce solid waste, Co2 emissions and curb the release of greenhouse gases
The customer Care Centre and Emergency Unit work
ARE DEWA GREEN BILLS THE SAME AS PAPER BILLS? round the clock to provide the best services, brought to
Yes, the information in the Green Bill is the same as in a paper bill you through latest technologies to meet your needs for
providing quick and effective solutions
WHO CAN SIGN UP FOR GREEN BILL?
All DEWA customers who are registered with DEWA can sign up for Green Bill by Customer Care Centre
providing us their Email IDs
04 601 9999
To subscribe for Geen Bill, log on to: https://customer.dewa.gov.ae.
Green Statement is a Collective Billing Service for organisations, companies and Billing & Other Enquiries
corporate customers who have 9 of more accounts
Emergency
WHAT IS A GREEN STATEMENT?
991
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 Electricity & Water Emergencies
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
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.
100 101
ASH’IR
HAYAK
ASH’IR HAYAK
LIVE VIDEO CHAT FOR PEOPLE WITH HEARING LIVE VIDEO CHAT
DISABILITY
Hayak is an online video chat service that
Dubai Electricity & Water Authority is the first allows customers to directly communicate
public organisations to launch Ash’ir a dedicated with DEWA’s customer care center. This service
sign language facility for customers with hearing is available on DEWA’s Smart Application and
disability. Our customer Happiness staff are trained website www.dewa.gov.ae.
in sign language and are available 24/7 on DEWA’s
Application for iOS and Android platforms.
102 103
SUGGESTIONS &
SUBMITTING SUGGESTIONS
SUGGESTIONS &
COMPLAINTS
SERVICE COMPLAINTS
COMPLAINTS
Customer can submit their suggestions and comments on
Service Description
DEWA services and how to enhance them
Customers can submit their suggestions conveniently
through the following channels:
104 105
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
customercare@dewa.gov.ae
SOCIAL MEDIA
facebook.com/dewaofficial
twitter.com/dewa_official
www.dewa.gov.ae
instagram.com/dewaofficial
youtube.com/dewaofficial
106 107
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