Customer Guide

CUSTOMER GUIDE
CUSTOMER GUIDE
3rd Edition
1 DEWA Customer Guide - 3rd edition DEWA Customer Guide - 3rd edition 2
His Highness Sheikh Mohammed Bin Rashid Al Maktoum
Vice President, Prime Minister of the UAE and Ruler of Dubai
HH Sheikh Hamdan Bin Mohammed Al Maktoum
Crown prince of Dubai and Chairman of the Executive Council
HH Sheikh Hamdan Bin Rashid Al Maktoum
Minister of Finance of the UAE, Deputy Ruler of Dubai and President of
Dubai Electricity & Water Authority (DEWA)
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 – UAE Vice President, Prime Minister 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 600,000 customers encompassing
residential, commercial, industrial and others. We are aiming to master customer satisfaction
and gain aasolid 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 recognized 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 luxury and high standards.”
Saeed Al Tayer
TABLE OF CONTENTS
Introduction 14 Suggestions & Complaints 68 68

Suggestions Procedure 69
New Connection Services 18 Customer Complaint System (eComplain Procedure) 70
Enrollment through DEWA Website 19
Permanent Electricity and/or Water
Contact Us 72
Connection for New or Extension Projects 22
No Objection Certificate (NOC) 29
Customer Services 32
Service Fees For Disconnection and
Reconnection of Supplies and Final Bills 47 & 48
DEWA e-services 49
DEWA Bill Payment Channels 54
Electricity & Water Conservation 60

Information & Tips 60
Conservation Tips 61
General Tips 62
Tariff Details 64
INTRODUCTION
Dear Customer,
Your satisfaction is of utmost importance. Dubai To send us your comments and suggestions on
Electricity & Water Authority presents the 3rd improving this Guide, kindly send us an email at
Edition of the Customer Guide which has been cs.cr@dewa.gov.ae.
compiled to give you the range of services We thank you for your valuable feedback.
offered by DEWA that covers various customer
requirements.
The Authority is committed to providing high

quality services, and continuously enhance and
simplify our services to meet our customers’
satisfaction, and exceed their expectations.
OUR MOTTO OUR VISION
“For Generations to Come” “A recognised World-Class Utility”
OUR MISSION OUR TRUE ASSET OUR VALUES
Meeting customer satisfaction “Our Employees” “Integrity, fairness, transparency,

and promoting Dubai’s vision teamwork, industry leadership,
through delivery of electricity professionalism, corporate social
and water services at a world responsibility, customer focus”
class level of reliability, efficiency,
safety and environment by
a competent workforce and
effective partnerships supporting
resources sustainability
NEW
CONNECTION
SERVICES
New Connection Services New Connection Services
1. ENROLLMENT THROUGH DEWA WEBSITE 1. ENROLLMENT THROUGH DEWA WEBSITE
a.Consultant b. Contractor
Registration for new connection services is to be submitted through DEWA website at www.dewa.gov.ae Registration for new connection services is to be submitted through DEWA website at www.dewa.gov.ae
as per the applicable categories listed below: as per the applicable catrgories listed below:
No. Category Documents to be attached No. Category Documents to attach
General (Electro-Mech. Civil, • Registration form

• Trade Commercial License, issued by Department of Economic Development - Dubai. Electrical • Registration Form.
Structural,Architectural, etc.
1 • Trade License, issued by Economic Department - Dubai.
1 • Supervising Electrical Engineer’s Graduation Certificate issued by recognized
University/Institution and Engineer’s Passport Copy (including Residential Visa, technical staff
details and experience).
Electrical • Registration form
• Trade License, issued by Economic Dev. Dept. Govt. of Dubai,
• Supervising Electrical Engineer’s Graduation Certificate/Diploma issued by recognized
Civil • Registration Form.
2 2 • Trade License, issued by Economic Department - Dubai.
University/Institution and Engineer’s Passport Copy (including Residence Visa).
Electrical Fitout • Registration Form.

• Trade License, issued by Economic Department - Dubai.
Utility (Government, • Registration form 4 • Supervising Electrical Engineer’s Graduation Certificates issued by recognized
Organization, Utilities, etc) • Authorization Certificate/Letter for representative (with passport copy) University/ Institution and Engineer’s Passport Copy (including Residential Visa, technical
staff details and experience).
3
Demolition • Registration Form.
5 • Trade License, issued by Economic Department - Dubai.
Note: These Services are provided only through DEWA Website.
2. PERMANENT ELECTRICITY AND/OR WATER CONNECTION FOR NEW OR EXISTING PROJECTS 2. PERMANENT ELECTRICITY AND/OR WATER CONNECTION FOR NEW OR EXISTING PROJECTS
a. Obtain DEWA’s NOC for building permit b. Obtain DEWA’s Substation location, Size & Trench Layout Approval
No. Followed Procedure No. Followed Procedure
Apply for enrollment through www.dewa.gov.ae Choose “e-services” then choose “Building NOC”
Apply for building NOC through web application along with the following attachments:
1 Submit the application through DEWA website: www.dewa.gov.ae then choose “ eServices “
• Copy of Trade License issued by Dubai Economic Department.
• Copy of Dubai Municipality approved affection plan to original scale.
• Copy of site setting out plan showing details of proposed works, meter location(s), overhead tanks, etc .
Collect back the drawings after receiving online approval through email / SMS.
2
c. Obtain DEWA’s approval for Electricity LV Design/LV Shop Drawing d. Application for Supply of Electricity & Water
No. Followed Procedure Place to Contact No. Followed Procedure Place to Contact
Submit the application through DEWA website www.dewa.gov.ae and printout completed web Submit the application through DEWA website www.dewa.gov.ae with the
application. Submit following documents along with the web application (as guided on the web) following documents as guided on the website:-
at Al Hudaiba Customer Service Centre – Frontline counter:
• Copy of Building NOC.
• Dubai Municipality approved affection Plan/other utilities affection plan
• Detailed plan of project electricity connection points plan.
• Connected load & maximum demand schedules. • Owner’s Passport copy/Trade License copy
1 • Single line diagram. • Authorization letter from the owner to his representative DEWA website - eServices
• Dimensional layout of electrical switch rooms /metering enclosures. • Copy of DEWA approved Connected Load/Max. Demand Details (Application for supply of E & W)
1
• Wiring layouts (for Shop Drawing only). Al Hudaiba • Water NOC
• Load distribution schedules (for Shop Drawing only). Customer Service • Owner’s NOC (if tenant application)
• Plan of substation location (if requirement of substation is indicated in DEWA’s building permit NOC). Centre - Front line • NOC (6 month valid from the date of issue) with submission of:
• Other drawings/technical specification as applicable.
- Approved Substation location and size
- Setting out Key Plan showing Electricity & Water Metering Location
Collect drawings duly approved or rejected , as informed through
online services Notification /SMS.
2 * Drawing will be handed to company representative after presenting personal
ID Labour Card for verification.
2 Get a reference number after completion of the above.
Application returned requiring compliance should be resubmitted, duly complied with as per
3 the above.
Note: No request for release of electricity and/or water supply for permanent installation shall be accepted by DEWA without completion
certificate /permission from Dubai Municipality/applicable Utilities.
e. Payment of estimation for new connection f. for Substation Inspection
No. Procedure to follow Place to Contact No. Procedure to follow Place to Contact
1 The applicant will receive DEWA’s estimate by mail or fax after site survey and technical review.
Submit online application for inspection through DEWA website www.dewa.gov.ae on completion
1 of the construction substation works as per DEWA standards.
Note: For Clarifcation
call DEWA at 04-5066 130, DEWA website
and for sites survey call
2 Collect the demand note on receipt/collection of estimate
04-3041 327.
eServices
2 Inspection approval / Comment will be sent through email

Pay the specified amount, attaching the original demand note and the account number allotted by
3 the Connection Service Department , and collect the receipt.
g. Inspection of Electrical installations
h. Temporary Electricity and/or Water Connection For Construction Purposes
On completion of the construction works at the site, as per DEWA approved shop drawings coordinate with
For a temporary connection of Electricity and/or water get the Dubai Municipality building permit and then follow the procedures from a. to g.
DEWA for inspection of electrical installations as per the following procedure:
No. Procedure to follow Place to Contact
Submit Online application for inspection through DEWA website after the completion of
1 construction works on site.
The date of inspection will be informed to the Engineer or supervisor as per the application
2 through Phone/ SMS message.
Should the inspection report state that changes or amendments are to be applied, hence a new
3 inspection is applicable after charges. DEWA website -
eServices -
Coordinate with inspection Engineer for inspection/release of power supply, after ensuring Choose “ LV Inspection &
compliance with the following, as applicable (Inspection Notice will be issued for snags, if found any. supply - release “
Application is to be re-submitted after rectification as per the above procedure :
4 • Estimate Payment
• Payment of security deposit receipt
• Submission of building completion certificate from applicable Authority. (DM, JAFZA & Others)
• Submission of electrical installation test certificate
• Any other documents specified by DEWA through Inspection Notice.
3. NO OBJECTION CERTIFICATES (NOCs) 3. NO OBJECTION CERTIFICATES (NOCs)
“No Objection Certificates” (NOCs) are required by DEWA for permits related to building, demolition and other general services. c. NOC’s For General Service
a. NOC for building permits
Follow the procedures from 2.a - Page 21 as mentioned earlier No. Procedure to follow Place to Contact
b. NOC’s for demolition permits
Collect application form for general service NOC from Al Hudaiba Customer Service Centre or RTA Website/ or DEWA
1 submit through RTA website: www.rta.ae Customer Service Centre
Al Hudaiba
No. Procedure to follow Place to Contact
Complete application for NOC and submit it along with the following to receive the Application
Registeration Notification(except for projects undertaken on behalf of public service organization & DEWA
2 local & federal government dept 7 bodies) Customer Service Centre
Apply for enrollment through DEWA website www.dewa.gov.ae choose “eServices” and then “ • Copy of affection plan to original scale Al Hudaiba
1 Demolition NOC”. The following attachments are required: • Copy of site setting out plan, showing the details of proposed works.
1- copy of trade license. Issued by Dubai Economic Dept.
Produce the registration slip at the cash counter and pay the charges specified in the slip and collect DEWA Cash counters
DEWA website - 3 the original receipt (as applicable ) (Al Hudaiba or Head Office only)
eServices
Demolition NOC
Apply for Demolition NOC through web application along with the following attachments :
Present the slip along with the payment receipt to the NOC counter at Al Hudaiba and collect back
• Copy of affection plan to original scale 4 the registration slip which will indicate the date when the NOC will be ready. DEWA
2 • Copy of site setting out plan , indicating the area to be demolished Customer Service Centre
• DEWA’s clearance certificate for payments of final bill(s), disconnection/removal of L.V. service Al Hudaiba
line(s)/Equipments, kWh meter(s) etc.
5 Collect DEWA’s NOC for general service on date indicated in the registration slip (Al Hudaiba)
Note: For road projects NOC details please contact Project Execution Department at DEWA Head Office.
CUSTOMER
SERVICES
31
Customer Services Customer Services
1. Registration of New Customers (Move In Request): 1. Registration of New Customers (Move In Request):
a- Tenants b- UAE National Owners
Documents Required Documents Required
In person In person
Commercial Comments/Details Commercial Comments/Details
Authorized person Authorized person
• Fill registration form. • Fill registration form. • Signatures on lease agreement, passport copy & application form must match. • Filled registration form. • Filled registration form • In the presence of heirs, letter of legal notification must be produced with
• A copy of the Lease • Copy of lease • The security deposit amount would be advised based on premise type consumption. • Attach copy of the title deed or • Copy of the property passport copy of legal guardian.
agreement. agreement and trade • The reconnection charges would be advised based on the size of the meter. affection plan ownership or affection plan • In the event of Power of Attorney, original documents must be produced.
• passport copy. license. Lease • For individuals with Power of Attorney, company stamp must be available on lease • Passport copy • Business license
• Valid residence visa agreement has to be agreement & application form. • Emirates ID card. • Power of Attorney
(for non-locals). under the trade name • If the passport is in renewal process, a letter from the Consulate with official stamp • Registration form has to be signed • Passport copy/ID
• Form has to be signed by or name of facility owner is required mentioning that passport is in renewal process. If residency Visa is in renewal by authorized person.
authorized + Power of Attorney process, a letter from the company the tenant works for is required stating that the
person (name in lease & passport copy. tenant is an employee & Visa is in process.
agreement). • Registration form should • The duration period of the tenancy contract must be three months & above.
be officially stamped by • Commercial: If there is no valid trade license please attach initial approval / name
the company. reservation certificate.
• Trade license issued in other emirates is applicable for residential only.
As for offices and shops the license must be issued in Dubai.
• For UAE nationals & foreigners, Emirates ID card can be produced with copy
of residence visa.
• For foreigners, copy of the Passport and Visa can be produced.
• For companies, name of tenant must be mentioned in the trade license
(renewal or registration)
1. Registration of New Customers (Move In Request): 1. Registration of New Customers (Move In Request):
c- Foreign Owners d- Emaar & Nakheel
In person In person
Commercial Comments/Details Commercial Comments/Details
Authorized person Authorized person
• Filled registration form. • Filled registration form. • If owner doesn’t have residency, a letter from the Real Estate office is • Filled registration form. • Filled registration form • If the name of the owner on the lease agreement does not match that on
• Attach copy of property ownership • Copy of property required mentioning that the owner of the premise is an investor. • Copy of lease agreement • Copy of lease agreement the Authority’s system, the customer is asked to bring credentials as well as
agreement ownership agreement • Passport copy with copy of residence visa is accepted • passport copy • business license. passport copy.
• passport copy • Passport copy • In case good standing certificate is un available, customer must register • valid residence visa. • Lease agreement has to be • Emaar & Nakheel company stamp must be on the contract.
• valid residency visa • Power of Attorney & property at JAFZA and then bring the required documents to DEWA. • Application has to be signed under the trade name or • For companies, name of tenant must be mentioned on trade license.
• Registration form has to be signed passport copy. • For companies, name of tenant must be mentioned on trade license. by owner. name of facility owner.
by owner. • For companies outside the Also required Power of
UAE, memorandum of Attorney & passport copy
association and good
standing certificate must be
attached.
2. Bill Statement Request 3. Final Bill Request (Move Out)
In person Authorized person Commercial Comments/Details In person Authorized person Commercial Comments/Details
• Identification • Letter signed by security deposit • Official letter stamped • Bill statement can be retrieved through Customer • Identification • Letter signed by security deposit • Official letter stamped • Signatures on the letter & passport copy must match.
card and holder + his/her passport copy from company of security Care Centre IVR 04 - 601 9999. Select card and customer holder. from company of security • For companies, the company stamp must be present.
customer • valid passport copy + ID of the deposit holder with customer “Receive bill statement” through fax, which is offered account number • Passport copy. deposit holder, with the • If trade license name changed, please attach a copy of
account number authorized person + the name of account no. and name of through the intelligent voice system. • Name of the authorized person. name of authorized person the old trade license.
the authorized person + mentioning person authorized to receive • Valid passport copy of the authorized mentioned.
the customer account no. document. person + mentioning the customer • Valid passport copy of the
account no. authorized person +
mentioning customer
account no.
4. Security Deposit Refund 5. Credit Amount Refund
• Customer • Letter with the subject “ Refund or • Official stamped letter with • For security deposit above Dhs 2,000 & security • Passport copy • Letter signed by security • Letter signed by company • Transferring of amounts to any other account can
account number, Adjustment of security deposit” the subject “Refund or deposits of contracting companies, retrieval of • Original deposit holder with authorized of security deposit holder. be done.
Identification card, and authorization with customer Adjustment of Security amount can be done at the Head Office only. receipt of last person’s name mentioned • Final bill. • For contracting companies, all required documents
original Security account number signed by security Deposit” + authorization bill payment • Passport copy. • Original receipt of last must be submitted with application of Electricity
Deposit receipt if deposit holder. from company of security made. • Final bill. payment made. meter removal.
available. • Valid passport copy of authorized deposit holder with • Original receipt of last payment • Power of Attorney. • If the bill amount is paid through other payment
person. customer account number made. • Passport copy channels (such as online payment *, ATM...etc), the
• Original security deposit receipt + name of authorized person • Valid passport copy of authorized customer must provide proof of payment.
with the name of authorized person. • original security deposit person. • Refund of amount can be done at the Head Office only.
receipt if available.
• Power of Attorney.
• Passport copy
*epay, mpay
6. Bill amounts paid in wrong accounts 7. Transferring of Security Deposit if paid in wrong account
• Passport copy • Letter signed by security • Letter signed by company • In case of finding the wrong account payment on the same • Correct account • Letter with the subject “Transfer • Official stamped letter • Transferring of security deposit from one account to
• Original receipt deposit holder with of security deposit holder. day payment was done and before the official working hours number. of Security Deposit” from with the subject another or from one name to another is not permitted.
that was paid authorized person’s name • Original receipt of amount of the employee serving the customer has ended, the Cash • Full documents security deposit holder. “Transfer of Security In case this service is requested, the new tenant can pay
needed (same
in the wrong including his/her passport paid in wrong account. Section will cancel the payment made in the wrong account. documents for • Lease copy agreement deposit” from company the security deposit first, after which the previous tenant
account copy. • Power of Attorney. • In case of finding the wrong account payment on the days registration of • Passport copy of security deposit can retrieve his security deposit after the final bill is made
• Passport copy of security • Passport copy. after payment was made, the customer has to approach the new customers): • Original security deposit receipt holder + copy of lease and paid “without disconnection”, as per procedures
deposit holder. Billing Department in the Head Office. copy of lease paid in the wrong account. agreement + business followed by the Authority.
• Original receipt of bill paid in • In case original receipt of the amount paid in the wrong agreement + license + original security • Transferring of security deposit from the wrong to the right
passport copy
the wrong account. account is not available, the amount paid cannot be returned + original deposit receipt paid in account can be done after a new registration for the right
or transferred. security deposit the wrong account + account is made.
receipt paid in Power of Attorney & • Transferring of security deposit can be done at
the wrong passport copy Head Office only.
account.
8. Update Your Information 9. Meter Checking
In person/
Commercial Comments/Details In person Authorized person Commercial Comments/Details
Authorized person
• Filled form • Filled form (stamped) • If application has been submitted previously & the customer wishes to update • Passport copy • Letter signed by security • Official signed and sealed • In case there is no failure detected during the meter
• Lease agreement copy • Copy of lease agreement & his/ her information, he/she should fill up another application form + passport and account deposit holder. letter from company of checking, a Dhs 30 fee (for meter checking) is charged
• Passport copy to authorize business license or stamped copy of the applicant only. number • Passport copy security deposit holder. on the next bill.
signature of customer. letter from company of • For compaines a letter must be produced bearing the company stamp. • Power of Attorney. ( Dhs 30 for electricity meter & Dhs 30 for water meter)
security deposit holder. • A Dhs. 10/- charge is applied when requesting change of address/ P.O. Box. • Passport copy. • Fees subject to change
• Power of Attorney &
passport copy
10. Municipality Fees
11. Clearance Certificate
Documents Required
Documents Required
In person / Authorized person / Commercial Comments/Details

In person Authorized person Commercial Comments/Details
• Residential fee is 5% of total rental cost (Tenant) • This fee is applied by Dubai Municipality, a resolution which was passed
• For owners, fee is based on the number of rooms and recidential area. in 2005. • For owner: Final bill without disconnection
• There are no residential fees for UAE Nationals.
• For enquiries please contact Dubai Municipality at 800 900
• Emaar: Payment of final bill. • Stamped letter

Clearance certificate is issued with the date of the last from company
• Letter from owner of
monthly bill of security deposit • AED 50 fee is applied on
security deposit holder.
holder. all clearance certificates
• Passport copy
• Economic Dept.: Payment of final bill. If customer • Power of Attorney
account # is not provided, the customer must submit • Passport copy
clearance certificate from owner clearly stating tenant
has left the premise with no outstanding charges due.
• Those who do not have an account number: Fill out

application form + passport copy + residence visa copy
Service Fees For Disconnection and Reconnection of Supplies and Final Bills Service Fees For Disconnection and Reconnection of Supplies and Final Bills
a. Reconnection Fees b. Disconnection and Final Bill Fees
Electricity Water Electricity Water

Type/Size Updating Details
Description Reconnection Reconnection Total (Dhs) Description Size of Meters Reconnection Reconnection
of Meter Charge (Dhs)
Fee (Dhs) Fee (Dhs) Fee (Dhs) Fee (Dhs)
Reconnection of Disconnection of supplies for Final Bills 50/- 50/-

supplies, disconnected 50/- 50/- - 100/-
for non-payment of bills Single Phase,
Urgent Final Bill – same day Single Phase, Three 100/- 100/-
Three Phase and
Phase, and Water Meter
Water ½ Inch
up to 1 Inch
& 1 Inch Meter Final Bill reading only without disconnection 50/- 50/-
Reconnection of supplies to
new registered customers 50/- 50/- 10/- 110/-
Disconnection of supplies for outstanding bills 50/- 50/-
Disconnection of supplies for Final Bills 150/- 150/-

Reconnection of
supplies, disconnected 150/- 150/- - 300/-
for non-payment of bills Panel Electricity Urgent Final Bill – same day Panel Electricity 300/- 300/-
Meter & Large Meter & Large Water
Water Meter Meter 2 Inch and above
2 Inch & above Final Bill reading only without disconnection 150/- 150/-
Reconnection of supplies to
new registered customers 150/- 150/- 10/- 310/-
Disconnection of supplies for outstanding bills 150/- 150/-
DEWA provides a total of 118 eServices for its customers:
Conservation Tips
DEWA eServices DEWA eServices
0 1 . Notification of Trade License Expiry 17. Tracking of Clearance Certificate Request 3 4 . Request for Building NOC (Electricity) 5 1 . Complaints (Technical)
0 2 . Request for temporary Electricity connection 18. Request for SS Location & Size Approval 3 5 . Status of Building NOC 5 2 . Request of emergency services for breakdown/ disconnection
0 3 . Projects - Generation Correspondence Processing 19. Status of Application for Additional Load (water) 3 6 . Request for Public Services NOC (Electricity) 5 3 . Customer Guide
0 4 . Annual Operational Statistics 20. Status of Application for Temporary Water Connection 3 7 . Request for Public Services NOC (Water) 5 4 . Tenders Rules and conditions
0 5 . Request for Demolition NOC 21. Status of Application for Permanent Water Connection 3 8 . Modification of Public Service NOC 5 5 . Publish of open tenders
0 6 . Security Deposit Payment 22. Advanced Job Search 3 9 . Status of Distribution Substation Inspection 5 6 . Purchase of Tender documents
0 7 . Bill Payment 23. Status of Public Service NOC 4 0 . Request for re-inspection of Distribution Substation 5 7 . Publish tender results
0 8 . Bill Presentment 24. Status of SS Location & Size Approval 4 1 . Request for LV shop drawing approval 5 8 . Redownload of tender documents
0 9 . Request of reconnection of supply to premises for 25. Modification of SS Location & Size Approval 4 2 . Request for Additional Load (Electricity) 5 9 . Notification of Updated Trade License
new tenant (Activation) 26. Bill & payment history presentment 4 3 . Request for Inspection of LV installation 6 0 . Notification of Expired Trade License (LP)
1 0 . Notification of new bill 27. Submit Renewed Tenancy Contract 4 4 . Notification of LV inspection by DEWA Engineer 6 1 . Notification of Enquires
1 1 . Request for final Bill and disconnection of supply 28. Notifications of Tenancy Contract Process 4 5 . CBD Check Return 6 2 . Submit Quotations
1 2 . Request for change of Billing Address 29. Notification to increase security deposit 4 6 . Request for Cable/Meter Shifting 6 3 . Issue of Local Purchase Order
1 3 . Notification of Final Bill ready for collection 30. Notice of interruption 4 7 . Request for permanent Electricity connection 6 4 . Download Completed Building NOC
1 4 . Request change of Landlord info 31. Notification of Disconnection 4 8 . Update Trade License 6 5 . Request for temporary Water connection
1 5 . Notification Landlord info changed 32. Notification for submitting renewed tenancy contract 4 9 . Safety Notices 6 6 . Call Back request
1 6 . Request for Clearance certificate for Electricity/ Water bills 33. Bill Explanation 5 0 . Suggestions and Comments 6 7 . Update Registration/Trade License
DEWA
Conservation
eServices
Tips DEWA eServices
6 8 . Job Application 84. Request for LV Design Provisional Approval 1 0 0 . Conservation Award Registration 1 1 6 . Status of Demolition NOC
6 9 . Environment Awareness 85. Notification of Local Purchase Order 1 0 1 . Status of LV Design Provisional Approval 1 1 7 . Modification of Demolition NOC
7 0 . Location of DEWA Offices 86. Scholarship Application 1 0 2 . Status of LV Shop drawing approval 1 1 8 . Request for reconnection of supply
7 1 . Policies Manual 87. Slab Tariff 1 0 3 . Modification of LV Design Provisional Approval
7 2 . DEWA GIS data published to DM 88. Request for Statement Code 1 0 4 . Modification of LV Shop drawing approval
7 3 . Dubai Police GIS Access 89. Tracking of Statement Code Request 1 0 5 . Notifications of Add/ Remove Accounts from statement code process
7 4 . Inquiry of High/Low Consumption rate (Billing Complaints) 90. Notifications of Statement Code Request Process 1 0 6 . Scholarship Feedback
7 5 . Notification of Complete Clearance Certificate 91. Request for SS layout drawing approval 1 0 7 . Connection Status for H.H. Sheikh Muhammad Bin Rashid
7 6 . Request for Building NOC (Water) 92. Status of SS layout drawing approval Housing Est.
7 7 . Modification of Incomplete Building NOC 93. Modification of SS layout drawing approval 1 0 8 . Revise LV Inspection Application
7 8 . Water and Electricity Conservation 94. Request for Additional Load (Water) 1 0 9 . Track LV Inspection Request
7 9 . Request for parmanent Water connection 95. Add/Remove Accounts from Statement Code 1 1 0 . LV Inspection Notice
8 0 . Notification of Appointment for Substation 96. Tracking of Add/Remove Accounts from Statement 1 1 1 . Notifications of LV Inspection Process
Inspection by DEWA Code Request 1 1 2 . Track Quotations
8 1 . Job opportunities 97. Modify quotation before closing date 1 1 3 . Bill Presentment for Statement Code
8 2 . Suppliers Enquiries (pre/post order) 98. Reconnection of Meter for DM Penalty 1 1 4 . Meter Disconnection for DM Penalty
8 3 . Request for Distribution Substation Inspection 99. Tracking DM Penalty 1 1 5 . End Cap for DM Penalty
BILL
PAYMENT
CHANNELS
Bill Payment Channels Bill Payment Channels
Working Hours
Bill Enquiry Drive-Thru Service DEWA Head Office
a. Through Mobile Phone (SMS): Pay your bills while driving through your car at Al-Wasl and Al Wasl
Enquire about your bill amount through your mobile phone. Send SMS with your account number: Umm Al Ramool Customer Service Centers. Burj Nahar
07:30 AM -08:00 PM Sunday to Thursday
07:30 AM-08:00PM Saturday
DEWA Customer Service Centers Al Hudaibah

Umm Al Ramool
Head Office (Al Garhoud), Al Hudaiba, Burj Nahar, Al Ayal Naser
Wasl, Umm Al Ramool, Ayal Naser, Al Reef Mall, and Dubai 07:30 AM-08:00 PM Sunday to Thursday
07:30 AM-02:00 PM Saturday
Municipality (Umm Suqeim & Al Twar Centres), General
To enquire; send an SMS to the number 4488 Directorate of Residency & Foreigners Affairs (Dubai & Al Reef Mall
Example: <dewa> space <bill> space <account number> Jebel Ali), Discovery Gardens, Jebel Ali Industrial Area. 09:00 AM-03:30 PM Sunday to Thursday
09:00 AM-03:30 PM Saturday
• Payments are accepted by: Dubai Municipality

* Note: SMS Costs 60 Fils. - Cash. (Umm Suqeim & Al Twar
- Cheques*. Centres)
- Credit Cards (fee of 1.678% is applied) & General Directorate of
- P.O. Box mail: A/C Payee crossed cheque along Residency & Foreigners
with the remittance advice of bill, to be mailed to: Affairs (Dubai & Jebel Ali)
Dubai Electricity & Water Authority 07:30 AM-02:00PM Sunday to Thursday
P.O. Box 564. Dubai.
Discovery Gardens
09:00 AM-03:30 PM Sunday to Thursday
b. Through DEWA website:
Enquire about your bill amount online without registration. Log on to www.dewa.gov.ae *(please include mobile number and account number on the back of the cheque) Jebel Ali Industrial Area
and enter your account number to look up your bill without extra charges. 09:00 AM-03:30 PM Sunday to Thursday
Bill Payment Channels Bill Payment Channels
DEWA Website (ePay) Pay via Mobile (mPay)

Using your credit cards (VISA or Master Card) through Pay your bills via mobile phone (any time any place). Register at https://mpay.dubai.ae to activate this service.
DEWA’s safe and secure website without extra charges.
Post Offices in Dubai
Banks accepting payments from all customers: All Emirates Post offices, 7 days a week during official working hours.
Banks Emirates NBD, HSBC Bank Middle East Limited, Emirates
Direct Debit Islamic Bank Pay at Petrol Stations (ENOC/EPPCO)
At partner banks, this service automatically deducts 24/7 at 54 branches of ENOC/EPPCO petrol stations in Dubai.
your DEWA bill amount from your bank account Banks accepting payments from their account
holders only:
every month.
Note: Please contact your bank for more details.
Etisalat Public payment machines
Citibank. N.A, Standard Chartered Bank, Lloyds TSB Bank, Pay your bills using Etisalat Public payment machines in Dubai.
Mashreq Bank, Arab Bank, ABN Amro Bank, Commercial
ATM Machines Bank of Dubai, Dubai Islamic Bank, First Gulf Bank, Habib
Bill payment can be made at ATM machines of large Bank AG Zurich, National Bank of Abu Dhabi, RAK Bank, BlackBerry Application
number of banks. Union National Bank, United Bank Limited, Dubai Bank,
Abu Dhabi Commercial Bank, Abu Dhabi Islamic Bank,
Teller Counters
DEWA’s partner banks offer DEWA bill payment at their
Sharjah Islamic Bank, Dubai First, Barclays Bank, and Noor iPhone Application
Islamic Bank.
tellers from Saturday to Thursday during office hours.
Landline and Mobile Phone iPad Application

This service is presented to you through phone banking.
Please note that you have to be a bank account holder to
use this service. Android Application
ELECTRICITY & WATER
CONSERVATION
INFORMATION & TIPS
ELECTRICITY & WATER ELECTRICITY & WATER
CONSERVATION INFORMATION & TIPS CONSERVATION INFORMATION & TIPS
Electricity & Water Conservation Tips General Tips

Our natural resources are precious, and with it comes our social responsibility to conserve these very important • Turn your lights and air conditioning off when you step out of the house.
gifts. Below are some simple tips that you can implement to help reduce your consumption of water and electricity,
thereby helping to preserve our environment – for us and for generations to come. • Install compact fluorescent lamps (CFLs) where possible. CFLs use about one-quarter of the energy and last up
to 10 times longer than regular incandescent lamps.
• Set your air-conditioners to 24C. Make sure to set it on automatic mode, so that it shuts and restarts at intervals.
• Make sure all your house windows and doors are properly shut when air conditioning is on.
This will make the air conditioners more energy-efficient.
Peak Time In The UAE
• Unplug personal computers, electronic devices and chargers when they aren’t in use. Most electronics use electricity
The peak time for electricity and water load in the UAE is from 1 pm to 5 pm, especially in the summer months even when switched off. It is estimated that in the average home, 40% of all electricity used to power home
(June-September).To help us save energy during those hours and not put a burden on the load, try to get your main electronics is consumed while the devices are turned off.
tasks done before 1 pm or delay it until after 5 pm, especially during the summer months. Try to limit using devices
during those hours. Summer sees the highest number of accidents as well, so it’s wise not to run too many devices • Avoid taking long showers. Shortening your shower by a minute or two can save you up to 150
around your house simultaneously. Air-conditioning during the summer consumes a large amount of energy, so put gallons a month. Over 50% of water used in the house takes place in the bathroom. Toilets use around 27%, showers
it off when you are going out of the house. 17%, taps 8% and baths 2%.
• Replace tap filters and showerheads around the house with water flow reducers. They’re inexpensive, easy to install
and cuts water consumption.
• When doing your laundry, try to operate the washing machine only when you are doing full loads.
Set the water level to the appropriate size of load you are using.
Slab Tariff Details

• When buying a washing machine, select a front-load model. These are generally more energy and water efficient
than top-load machines. Look for machines that meet Energy Star requirements that will save water and energy. Since March 2008, DEWA is applying the slab tariff system on consumption, which means charges on consumption are
related to the total volume used by each customer. This motivates DEWA’s customers while calling for to rationalize their
• Water your garden in the morning or evening when temperatures are lower and help reduce evaporation. 30% of consumption, and reduce wastage.
water is evaporated if you water your lawn or plants during peak hours. Recommended watering time is before 8am The slab tariff system is tried, and proved to be effective in many countries around the world. This system helps customers
or after 6pm. in their efforts to rationalize the use of electricity and water, while contributing to preserve the natural resources from
being depleted, and protecting the environment from over pollution.
• The UAE is the land of sun. Consider using garden lights or spotlights that run on solar energy. The tariff structure has been revised, and is effective from 1st January 2011.
• 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 and meter. Unusually high bills may mean you have leaks that need to be checked.
Contact DEWA Customer Care Centre on 04 601 9999 to check your meter.
*To obtain our comprehensive booklets on conservation practices (General / Hotels & Hospitality / Manufacturing /
Industrial), kindly contact the Demand & Tariff Management at: cs.dtm@dewa.gov.ae
New Tariff Structure
Electricity Slab Tariff Water Slab Tariff
Residential & Commercial monthly consumption 2011 Residential monthly consumption 2011
0 – 2,000 kWh 23 0 - 6,000 Gallon 3.5
2,001 – 4,000 kWh 28 6,001 – 12,000 Gallon 4.0
4,001 – 6,000 kWh 32 More than 12,000 gallon 4.6
More than 6,000 kWh 38 Industrial & Commercial monthly consumption 2011
Industrial monthly Consumption 2011 0 - 10,000 Gallon 3.5
0 - 10,000 KWh 23 10,001 – 20,000 Gallon 4.0
More than 10,000 KWh 28 More than 20,000 gallon 4.6
* A Fuel Surcharge fee will be charged based on the consumption of electricity (Fils / kWh) and water (Fils / gallon) according * IG: Imperial Gallons.
to the rate of increase or decrease of the prices of fuel supplied to power plants and consumption volumes.
SUGGESTIONS
& COMPLAINTS
Suggestions & Complaints Suggestions & Complaints
Suggestions Customer Complaint System (eComplain Procedure)

Your views are valuable to us. Customer suggestions and comments can be submitted by filling in a form, and DEWA customers can complain on any DEWA’s services through the available various complaints channels.
sending it through any of the following channels: Below is the process of handling the customer complaint:
1. Suggestion Boxes
The forms can be dropped off in suggestion boxes available in all Customer Service Centers. • Customers can submit complaints through different channels: Phone, Fax, email, Newspapers, Radio, Television,
Mail, Complaint Box, Ask Dubai http://askdubai.dubai.ae, and directly through DEWA Website at www.dewa.gov.ae.
2. Post
Dubai Electricity & Water Authority, P.O. BOX: 564, Dubai, U.A.E
• Service Effectiveness Unit is responsible to study each complaint and assigns it to DEWA’s concerned departments;
3. Fax moreover Service Effectiveness Unit has to redirect any complaint that is not related to DEWA.
04 5066821/ 04 5066798 (DM, Dubai Police, RTA, etc.)
4. DEWA Website • Service Effectiveness Unit checks each resolution from the concerned department and gives the solution for the
https://e-services.dewa.gov.ae/customervoice/default.aspx customer.
Suggestions Workflow: • Service Effectiveness Unit tends to send the resolution to the customers in order to inform them about the
provided resolution and get their feedback and ask each customer to fill in the survey.
• The Suggestion Unit studies the suggestion and forwards it to the concerned department.
• The concerned department studies the suggestion to identify its value and validating. • The customer has the right to reject the given resolution. If this occurs, the Customer Complaint Unit checks the
• The Suggestion Unit sends a “Thanking Letter” to the customer for his/ her suggestion and informs him/ her if the complaint, submits it as a grievance to the manager of concerned department in order for them to find a better
suggestion is valid or not and provides the date of implementation for those valid suggestions. solution. A reply is sent directly to the customer.
• Customers who have got DEWA approval on the given suggestions will be awarded.
CONTACT US
Contact us
DEWA Customer Care Centre

Call Us on 04 601 9999 (24/7)
Emergency
991
Fax
04 601 9995
Mail Address
If you would like to send us a document, it can be mailed to the below address:
Dubai Electricity & Water Authority
P.O.BOX 564, Dubai, United Arab Emirates
Website
www.dewa.gov.ae
Email
customercare@dewa.gov.ae
DEWA Vehicles
For comments on the driving of DEWA vehicles, kindly call 04 601 9888
www.dewa.gov.ae
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CUSTOMER GUIDE

Introduction 14 Suggestions & Complaints 68 68

DEWA Bill Payment Channels 54

Electricity & Water Conservation 60

The Authority is committed to providing high

“For Generations to Come” “A recognised World-Class Utility”

OUR MISSION OUR TRUE ASSET OUR VALUES

Meeting customer satisfaction “Our Employees” “Integrity, fairness, transparency,

No. Category Documents to be attached No. Category Documents to attach

General (Electro-Mech. Civil, • Registration form

Electrical Fitout • Registration Form.

Note: These Services are provided only through DEWA Website.

No. Followed Procedure No. Followed Procedure

2 Inspection approval / Comment will be sent through email

No. Procedure to follow Place to Contact

Documents Required Documents Required

Documents Required Documents Required

Documents Required Documents Required

Documents Required Documents Required

Documents Required Documents Required

Documents Required Documents Required

In person / Authorized person / Commercial Comments/Details

• Emaar: Payment of ﬁnal bill. • Stamped letter

• Those who do not have an account number: Fill out

Electricity Water Electricity Water

Reconnection of Disconnection of supplies for Final Bills 50/- 50/-

Disconnection of supplies for Final Bills 150/- 150/-

DEWA Customer Service Centers Al Hudaibah

• Payments are accepted by: Dubai Municipality

DEWA Website (ePay) Pay via Mobile (mPay)

Landline and Mobile Phone iPad Application

Electricity & Water Conservation Tips General Tips

Slab Tariff Details

New Tariff Structure

Electricity Slab Tariff Water Slab Tariff

0 – 2,000 kWh 23 0 - 6,000 Gallon 3.5

2,001 – 4,000 kWh 28 6,001 – 12,000 Gallon 4.0

4,001 – 6,000 kWh 32 More than 12,000 gallon 4.6

Industrial monthly Consumption 2011 0 - 10,000 Gallon 3.5

0 - 10,000 KWh 23 10,001 – 20,000 Gallon 4.0

More than 10,000 KWh 28 More than 20,000 gallon 4.6

Suggestions Customer Complaint System (eComplain Procedure)

DEWA Customer Care Centre

75 DEWA Customer Guide - 3rd edition

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