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DEWA Customer Guide - 3rd edition1 DEWA Customer Guide - 3rd edition 2

CUSTOMER GUIDE3rd Edition

DEWA Customer Guide - 3rd edition3

DEWA Customer Guide - 3rd edition 4

His Highness Sheikh Mohammed Bin Rashid Al MaktoumVice President, Prime Minister of the UAE and Ruler of Dubai


HH Sheikh Hamdan Bin Mohammed Al MaktoumCrown prince of Dubai and Chairman of the Executive Council


HH Sheikh Hamdan Bin Rashid Al MaktoumMinister of Finance of the UAE, Deputy Ruler of Dubai and President of

Dubai Electricity & Water Authority (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

Message from

H.E. SAEED AL TAYER MD & CEO of DEWA


TABLE OF CONTENTS

Suggestions Procedure 69

Customer Complaint System (eComplain Procedure) 70

72

68


Dear Customer,

Your satisfaction is of utmost importance. Dubai Electricity & Water Authority presents the 3rd Edition of the Customer Guide which has been compiled to give you the range of services 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.

INTRODUCTION

To send us your comments and suggestions on improving this Guide, kindly send us an email at [email protected]. We thank you for your valuable feedback.



OUR MISSION

Meeting customer satisfaction and promoting Dubai’s vision through delivery of electricity and water services at a world class level of reliability, efficiency, safety and environment by a competent workforce and effective partnerships supporting resources sustainability

OUR TRUE ASSET

“Our Employees”

OUR VALUES

“Integrity, fairness, transparency, teamwork, industry leadership, professionalism, corporate social responsibility, customer focus”

OUR MOTTO

“For Generations to Come”

OUR VISION

“A recognised World-Class Utility”

DEWA Customer Guide - 3rd edition


NEWCONNECTIONSERVICES

18DEWA Customer Guide - 3rd edition


New Connection Services

1. ENROLLMENT THROUGH DEWA WEBSITE

a.ConsultantRegistration for new connection services is to be submitted through DEWA website at www.dewa.gov.ae as per the applicable categories listed below:

General (Electro-Mech. Civil, Structural,Architectural, etc.

• Registration form• Trade Commercial License, issued by Department of Economic Development - Dubai.

Electrical • Registration form• Trade License, issued by Economic Dev. Dept. Govt. of Dubai, • Supervising Electrical Engineer’s Graduation Certificate/Diploma issued by recognized University/Institution and Engineer’s Passport Copy (including Residence Visa).

Utility (Government, Organization, Utilities, etc)

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2

1

• Registration form• Authorization Certificate/Letter for representative (with passport copy)

CategoryNo. Documents to be attached


Electrical • Registration Form.• Trade License, issued by Economic Department - Dubai.• Supervising Electrical Engineer’s Graduation Certificate issued by recognized University/Institution and Engineer’s Passport Copy (including Residential Visa, technical staff details and experience).

• Registration Form.• Trade License, issued by Economic Department - Dubai.

• Registration Form. • Trade License, issued by Economic Department - Dubai.• Supervising Electrical Engineer’s Graduation Certificates issued by recognized University/ Institution and Engineer’s Passport Copy (including Residential Visa, technical staff details and experience).

• Registration Form.• Trade License, issued by Economic Department - Dubai.

Civil

Electrical Fitout

Demolition

1

2

4

5

CategoryNo. Documents to attach

Note: These Services are provided only through DEWA Website.


1. ENROLLMENT THROUGH DEWA WEBSITE

b. ContractorRegistration for new connection services is to be submitted through DEWA website at www.dewa.gov.ae as per the applicable catrgories listed below:



1

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:

• 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 .

Followed Procedure

2. PERMANENT ELECTRICITY AND/OR WATER CONNECTION FOR NEW OR EXISTING PROJECTS

a. Obtain DEWA’s NOC for building permit

No.


1

2

Submit the application through DEWA website: www.dewa.gov.ae then choose “ eServices “

Collect back the drawings after receiving online approval through email / SMS.

Followed Procedure


b. Obtain DEWA’s Substation location, Size & Trench Layout Approval

No.




1

2

3

Submit the application through DEWA website www.dewa.gov.ae and printout completed web application. Submit following documents along with the web application (as guided on the web) at Al Hudaiba Customer Service Centre – Frontline counter: • Copy of Building NOC.• Detailed plan of project electricity connection points plan.• Connected load & maximum demand schedules. • Single line diagram.• Dimensional layout of electrical switch rooms /metering enclosures.• Wiring layouts (for Shop Drawing only).• Load distribution schedules (for Shop Drawing only).• Plan of substation location (if requirement of substation is indicated in DEWA’s building permit NOC).• Other drawings/technical specification as applicable.

Collect drawings duly approved or rejected , as informed through online services Notification /SMS.* Drawing will be handed to company representative after presenting personal ID Labour Card for verification.

Application returned requiring compliance should be resubmitted, duly complied with as perthe above.

Al Hudaiba Customer Service Centre - Front line

Place to ContactFollowed Procedure


c. Obtain DEWA’s approval for Electricity LV Design/LV Shop Drawing

No.



1

2

Submit the application through DEWA website www.dewa.gov.ae with the

following documents as guided on the website:-

• Dubai Municipality approved affection Plan/other utilities affection plan

• Owner’s Passport copy/Trade License copy

• Authorization letter from the owner to his representative

• Copy of DEWA approved Connected Load/Max. Demand Details

• Water NOC

• Owner’s NOC (if tenant application)

• NOC (6 month valid from the date of issue) with submission of:

- Approved Substation location and size

- Setting out Key Plan showing Electricity & Water Metering Location

Get a reference number after completion of the above.

DEWA website - eServices (Application for supply of E & W)

Place to ContactFollowed Procedure


d. Application for Supply of Electricity & Water

No.

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

1 The applicant will receive DEWA’s estimate by mail or fax after site survey and technical review.

2

3

Collect the demand note on receipt/collection of estimate

Note: For Clarifcation call DEWA at 04-5066 130,

and for sites survey call 04-3041 327.

Pay the specified amount, attaching the original demand note and the account number allotted by the Connection Service Department , and collect the receipt.

Place to ContactProcedure to followNo.



1Submit online application for inspection through DEWA website www.dewa.gov.ae on completion of the construction substation works as per DEWA standards.

Inspection approval / Comment will be sent through email2

DEWA website

eServices

Place to ContactProcedure to follow


f. for Substation Inspection

No.



1

Coordinate with inspection Engineer for inspection/release of power supply, after ensuring compliance with the following, as applicable (Inspection Notice will be issued for snags, if found any. Application is to be re-submitted after rectification as per the above procedure : • 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.

The date of inspection will be informed to the Engineer or supervisor as per the application through Phone/ SMS message.

Should the inspection report state that changes or amendments are to be applied, hence a new inspection is applicable after charges.

Submit Online application for inspection through DEWA website after the completion of construction works on site.

3

2

4

DEWA website - eServices -

Choose “ LV Inspection & supply - release “



g. Inspection of Electrical installations

On completion of the construction works at the site, as per DEWA approved shop drawings coordinate with DEWA for inspection of electrical installations as per the following procedure:

No.




h. Temporary Electricity and/or Water Connection For Construction Purposes

For a temporary connection of Electricity and/or water get the Dubai Municipality building permit and then follow the procedures from a. to g.



1

Apply for Demolition NOC through web application along with the following attachments :• Copy of affection plan to original scale • Copy of site setting out plan , indicating the area to be demolished • DEWA’s clearance certificate for payments of final bill(s), disconnection/removal of L.V. service line(s)/Equipments, kWh meter(s) etc.

Apply for enrollment through DEWA website www.dewa.gov.ae choose “eServices” and then “ Demolition NOC”. The following attachments are required:1- copy of trade license. Issued by Dubai Economic Dept.

DEWA website - eServices

Demolition NOC

2

Place to ContactProcedure to followNo.

3. NO OBJECTION CERTIFICATES (NOCs)

“No Objection Certificates” (NOCs) are required by DEWA for permits related to building, demolition and other general services.

a. NOC for building permits Follow the procedures from 2.a - Page 21 as mentioned earlier

b. NOC’s for demolition permits



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Collect application form for general service NOC from Al Hudaiba Customer Service Centre or submit through RTA website: www.rta.ae

RTA Website/ or DEWA Customer Service Centre

Al Hudaiba

DEWA Customer Service Centre

Al Hudaiba

DEWA Cash counters(Al Hudaiba or Head Office only)

DEWA Customer Service Centre

Al Hudaiba

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 & local & federal government dept 7 bodies)• Copy of affection plan to original scale • Copy of site setting out plan, showing the details of proposed works.

Produce the registration slip at the cash counter and pay the charges specified in the slip and collect the original receipt (as applicable )

Present the slip along with the payment receipt to the NOC counter at Al Hudaiba and collect back the registration slip which will indicate the date when the NOC will be ready.

Collect DEWA’s NOC for general service on date indicated in the registration slip (Al Hudaiba)


3. NO OBJECTION CERTIFICATES (NOCs)

c. NOC’s For General Service

No.

Note: For road projects NOC details please contact Project Execution Department at DEWA Head Office.


CUSTOMERSERVICES



Customer Services

1. Registration of New Customers (Move In Request):

a- Tenants

• Signatures on lease agreement, passport copy & application form must match.• The security deposit amount would be advised based on premise type consumption.• The reconnection charges would be advised based on the size of the meter.• For individuals with Power of Attorney, company stamp must be available on lease agreement & application form.• If the passport is in renewal process, a letter from the Consulate with official stamp is required mentioning that passport is in renewal process. If residency Visa is in renewal process, a letter from the company the tenant works for is required stating that the tenant is an employee & Visa is in process.• The duration period of the tenancy contract must be three months & above.• Commercial: If there is no valid trade license please attach initial approval / name 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)

• Fill registration form.• A copy of the Lease agreement.• passport copy.• Valid residence visa (for non-locals).• Form has to be signed by authorized person (name in lease agreement).

• Fill registration form.• Copy of lease agreement and trade license. Lease agreement has to be under the trade name or name of facility owner + Power of Attorney & passport copy.• Registration form should be officially stamped by the company.

Documents Required

Commercial Comments/DetailsIn personAuthorized person


b- UAE National Owners

• In the presence of heirs, letter of legal notification must be produced with passport copy of legal guardian.• In the event of Power of Attorney, original documents must be produced.

• Filled registration form.• Attach copy of the title deed or affection plan • Passport copy• Emirates ID card.• Registration form has to be signed by authorized person.

• Filled registration form• Copy of the property ownership or affection plan• Business license• Power of Attorney• Passport copy/ID

CommercialIn personAuthorized person

Comments/Details

Documents Required

Customer Services



c- Foreign Owners

• If owner doesn’t have residency, a letter from the Real Estate office is required mentioning that the owner of the premise is an investor.• Passport copy with copy of residence visa is accepted• In case good standing certificate is un available, customer must register property at JAFZA and then bring the required documents to DEWA. • For companies, name of tenant must be mentioned on trade license.

• Filled registration form.• Attach copy of property ownership agreement• passport copy• valid residency visa• Registration form has to be signed by owner.

• Filled registration form.• Copy of property ownership agreement• Passport copy• Power of Attorney & passport copy.• For companies outside the UAE, memorandum of association and good standing certificate must be attached.

Documents Required


Comments/Details

Customer Services


c- Foreign Owners

• If owner doesn’t have residency, a letter from the Real Estate office is required mentioning that the owner of the premise is an investor.• Passport copy with copy of residence visa is accepted• In case good standing certificate is un available, customer must register property at JAFZA and then bring the required documents to DEWA. • For companies, name of tenant must be mentioned on trade license.

• Filled registration form.• Attach copy of property ownership agreement• passport copy• valid residency visa• Registration form has to be signed by owner.

• Filled registration form.• Copy of property ownership agreement• Passport copy• Power of Attorney & passport copy.• For companies outside the UAE, memorandum of association and good standing certificate must be attached.

Documents Required


Comments/Details

Customer Services



d- Emaar & Nakheel

• If the name of the owner on the lease agreement does not match that on the Authority’s system, the customer is asked to bring credentials as well as passport copy.• Emaar & Nakheel company stamp must be on the contract.• For companies, name of tenant must be mentioned on trade license.

• Filled registration form.• Copy of lease agreement• passport copy• valid residence visa.• Application has to be signed by owner.

• Filled registration form• Copy of lease agreement• business license. • Lease agreement has to be under the trade name or name of facility owner. Also required Power of Attorney & passport copy


Comments/Details

Documents Required

Customer Services



2. Bill Statement Request

• Bill statement can be retrieved through Customer Care Centre IVR 04 - 601 9999. Select “Receive bill statement” through fax, which is offered through the intelligent voice system.

• Official letter stamped from company of security deposit holder with customer account no. and name of person authorized to receive

document.

• Letter signed by security deposit holder + his/her passport copy• valid passport copy + ID of the authorized person + the name of the authorized person + mentioning the customer account no.

Documents Required

Commercial Authorized person Comments/Details

• Identification card and customer account number

In person

Customer Services


3. Final Bill Request (Move Out)

• Signatures on the letter & passport copy must match.• For companies, the company stamp must be present.• If trade license name changed, please attach a copy of the old trade license.

• Official letter stamped from company of security deposit holder, with the name of authorized person mentioned.• Valid passport copy of the authorized person + mentioning customer account no.

• Letter signed by security deposit holder.• Passport copy.• Name of the authorized person.• Valid passport copy of the authorized person + mentioning the customer account no.

Documents Required


• Identificationcard and customer account number

In person

Customer Services


4. Security Deposit Refund

• For security deposit above Dhs 2,000 & security deposits of contracting companies, retrieval of amount can be done at the Head Office only.

• Official stamped letter with the subject “Refund or Adjustment of Security Deposit” + authorization from company of security deposit holder with customer account number + name of authorized person• original security deposit receipt if available.• Power of Attorney.• Passport copy

• Letter with the subject “ Refund or Adjustment of security deposit” and authorization with customer account number signed by security deposit holder.• Valid passport copy of authorized person.• Original security deposit receiptwith the name of authorized person.

Documents Required


• Customer account number, Identification card, original Security Deposit receipt if available.

In person

Customer Services


5. Credit Amount Refund

• Transferring of amounts to any other account can be done.• For contracting companies, all required documents must be submitted with application of Electricity meter removal.• If the bill amount is paid through other payment channels (such as online payment*, ATM...etc), the customer must provide proof of payment.• Refund of amount can be done at the Head Office only.

• Letter signed by security deposit holder with authorized person’s name mentioned• Passport copy.• Final bill.• Original receipt of last payment made.• Valid passport copy of authorized person.

• Letter signed by company of security deposit holder.• Final bill.• Original receipt of last payment made.• Power of Attorney.• Passport copy

Documents Required


• Passport copy• Original receipt of last bill payment made.

In person

Customer Services

*epay, mpay


6. Bill amounts paid in wrong accounts

• In case of finding the wrong account payment on the same day payment was done and before the official working hours of the employee serving the customer has ended, the Cash Section will cancel the payment made in the wrong account.• In case of finding the wrong account payment on the days after payment was made, the customer has to approach the Billing Department in the Head Office.• In case original receipt of the amount paid in the wrong account is not available, the amount paid cannot be returned or transferred.

• Letter signed by company of security deposit holder.• Original receipt of amount paid in wrong account.• Power of Attorney.• Passport copy.

• Letter signed by security deposit holder with authorized person’s name including his/her passport copy.• Passport copy of security deposit holder.• Original receipt of bill paid in the wrong account.

Documents Required


• Passport copy• Original receipt that was paid in the wrong account

In person

Customer Services


7. Transferring of Security Deposit if paid in wrong account

• Transferring of security deposit from one account to another or from one name to another is not permitted. In case this service is requested, the new tenant can pay the security deposit first, after which the previous tenant can retrieve his security deposit after the final bill is made and paid “without disconnection”, as per procedures followed by the Authority.• Transferring of security deposit from the wrong to the right account can be done after a new registration for the right account is made.• Transferring of security deposit can be done at Head Office only.

• Official stamped letter with the subject “Transfer of Security deposit” from company of security deposit holder + copy of lease agreement + business license + original security deposit receipt paid in the wrong account + Power of Attorney & passport copy

• Letter with the subject “Transfer of Security Deposit” from security deposit holder.• Lease copy agreement• Passport copy• Original security deposit receipt paid in the wrong account.

Documents Required


• Correct account number.• Full documents needed (same documents for registration of new customers): copy of lease agreement + passport copy + original security deposit receipt paid in the wrong account.

In person

Customer Services


8. Update Your Information

• If application has been submitted previously & the customer wishes to update his/ her information, he/she should fill up another application form + passport copy of the applicant only.• For compaines a letter must be produced bearing the company stamp.• A Dhs. 10/- charge is applied when requesting change of address/ P.O. Box.

• Filled form• Lease agreement copy• Passport copy to authorize signature of customer.

• Filled form (stamped)• Copy of lease agreement & business license or stamped letter from company of security deposit holder.• Power of Attorney & passport copy

Documents Required

CommercialIn person/Authorized person

Comments/Details

Customer Services


9. Meter Checking

• In case there is no failure detected during the meter checking, a Dhs 30 fee (for meter checking) is charged on the next bill. ( Dhs 30 for electricity meter & Dhs 30 for water meter)• Fees subject to change

• Official signed and sealed letter from company of security deposit holder.• Power of Attorney.• Passport copy.

• Letter signed by security deposit holder.• Passport copy

Documents Required


• Passport copy and account number

In person

Customer Services


10. Municipality Fees

• This fee is applied by Dubai Municipality, a resolution which was passed in 2005.• There are no residential fees for UAE Nationals.• For enquiries please contact Dubai Municipality at 800 900

• Residential fee is 5% of total rental cost (Tenant)• For owners, fee is based on the number of rooms and recidential area.

Documents Required

In person / Authorized person / Commercial Comments/Details

Customer Services


11. Clearance Certificate

• AED 50 fee is applied on all clearance certificates

• Stamped letter from company of security deposit holder.• Power of Attorney• Passport copy

• Letter from owner of security deposit holder.• Passport copy

Documents Required


• For owner: Final bill without disconnection

• Emaar: Payment of final bill. Clearance certificate is issued with the date of the last monthly bill

• Those who do not have an account number: Fill out application form + passport copy + residence visa copy

• Economic Dept.: Payment of final bill. If customer account # is not provided, the customer must submit clearance certificate from owner clearly stating tenant has left the premise with no outstanding charges due.

In person

Customer Services


Service Fees For Disconnection and Reconnection of Supplies and Final Bills

a. Reconnection Fees

Reconnection of supplies, disconnected for non-payment of bills

Description

Single Phase, Three Phase and

Water ½ Inch & 1 Inch Meter

Type/Sizeof Meter

50/-

ElectricityReconnection

Fee (Dhs)

50/-

WaterReconnection

Fee (Dhs)

-

Updating DetailsCharge (Dhs)

100/-

Total (Dhs)

Reconnection of supplies to new registered customers 50/- 50/- 10/- 110/-

Reconnection of supplies, disconnected for non-payment of bills Panel Electricity

Meter & Large Water Meter

2 Inch & above

150/- 150/- - 300/-

Reconnection of supplies to new registered customers 150/- 150/- 10/- 310/-

Customer Services


Service Fees For Disconnection and Reconnection of Supplies and Final Bills

b. Disconnection and Final Bill Fees

Description Size of MetersElectricity

ReconnectionFee (Dhs)

Disconnection of supplies for Final Bills

Single Phase, Three Phase, and Water Meter

up to 1 Inch

50/- 50/-

Urgent Final Bill – same day 100/- 100/-

Final Bill reading only without disconnection 50/- 50/-

Disconnection of supplies for outstanding bills 50/- 50/-

Disconnection of supplies for Final Bills

Panel ElectricityMeter & Large Water

Meter 2 Inch and above

150/- 150/-

Urgent Final Bill – same day 300/- 300/-

Final Bill reading only without disconnection 150/- 150/-

Disconnection of supplies for outstanding bills 150/- 150/-

WaterReconnection

Fee (Dhs)

Customer Services


Notification of Trade License Expiry

Request for temporary Electricity connection

Projects - Generation Correspondence Processing

Annual Operational Statistics

Request for Demolition NOC

Security Deposit Payment

Bill Payment

Bill Presentment

Request of reconnection of supply to premises for

new tenant (Activation)

Notification of new bill

Request for final Bill and disconnection of supply

Request for change of Billing Address

Notification of Final Bill ready for collection

Request change of Landlord info

Notification Landlord info changed

Request for Clearance certificate for Electricity/ Water bills

Tracking of Clearance Certificate Request

Request for SS Location & Size Approval

Status of Application for Additional Load (water)

Status of Application for Temporary Water Connection

Status of Application for Permanent Water Connection

Advanced Job Search

Status of Public Service NOC

Status of SS Location & Size Approval

Modification of SS Location & Size Approval

Bill & payment history presentment

Submit Renewed Tenancy Contract

Notifications of Tenancy Contract Process

Notification to increase security deposit

Notice of interruption

Notification of Disconnection

Notification for submitting renewed tenancy contract

Bill Explanation

Request for Building NOC (Electricity)

Status of Building NOC

Request for Public Services NOC (Electricity)

Request for Public Services NOC (Water)

Modification of Public Service NOC

Status of Distribution Substation Inspection

Request for re-inspection of Distribution Substation

Request for LV shop drawing approval

Request for Additional Load (Electricity)

Request for Inspection of LV installation

Notification of LV inspection by DEWA Engineer

CBD Check Return

Request for Cable/Meter Shifting

Request for permanent Electricity connection

Update Trade License

Safety Notices

Suggestions and Comments

Complaints (Technical)

Request of emergency services for breakdown/ disconnection

Customer Guide

Tenders Rules and conditions

Publish of open tenders

Purchase of Tender documents

Publish tender results

Redownload of tender documents

Notification of Updated Trade License

Notification of Expired Trade License (LP)

Notification of Enquires

Submit Quotations

Issue of Local Purchase Order

Download Completed Building NOC

Request for temporary Water connection

Call Back request

Update Registration/Trade License

Conservation TipsDEWA eServices DEWA eServices

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DEWA provides a total of 118 eServices for its customers:


Job Application

Environment Awareness

Location of DEWA Offices

Policies Manual

DEWA GIS data published to DM

Dubai Police GIS Access

Inquiry of High/Low Consumption rate (Billing Complaints)

Notification of Complete Clearance Certificate

Request for Building NOC (Water)

Modification of Incomplete Building NOC

Water and Electricity Conservation

Request for parmanent Water connection

Notification of Appointment for Substation

Inspection by DEWA

Job opportunities

Suppliers Enquiries (pre/post order)

Request for Distribution Substation Inspection

Request for LV Design Provisional Approval

Notification of Local Purchase Order

Scholarship Application

Slab Tariff

Request for Statement Code

Tracking of Statement Code Request

Notifications of Statement Code Request Process

Request for SS layout drawing approval

Status of SS layout drawing approval

Modification of SS layout drawing approval

Request for Additional Load (Water)

Add/Remove Accounts from Statement Code

Tracking of Add/Remove Accounts from Statement

Code Request

Modify quotation before closing date

Reconnection of Meter for DM Penalty

Tracking DM Penalty

Conservation Award Registration

Status of LV Design Provisional Approval

Status of LV Shop drawing approval

Modification of LV Design Provisional Approval

Modification of LV Shop drawing approval

Notifications of Add/ Remove Accounts from statement code process

Scholarship Feedback

Connection Status for H.H. Sheikh Muhammad Bin Rashid

Housing Est.

Revise LV Inspection Application

Track LV Inspection Request

LV Inspection Notice

Notifications of LV Inspection Process

Track Quotations

Bill Presentment for Statement Code

Meter Disconnection for DM Penalty

End Cap for DM Penalty

Status of Demolition NOC

Modification of Demolition NOC

Request for reconnection of supply

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Conservation TipsDEWA eServices DEWA eServices

DEWA Customer Guide - 3rd edition53 DEWA Customer Guide - 3rd edition53

DEWA Customer Guide - 3rd edition 54DEWA Customer Guide - 3rd edition

BILLPAYMENTCHANNELS

54


Bill Enquirya. Through Mobile Phone (SMS):Enquire about your bill amount through your mobile phone. Send SMS with your account number:

b. Through DEWA website:Enquire about your bill amount online without registration. Log on to www.dewa.gov.aeand enter your account number to look up your bill without extra charges.

To enquire; send an SMS to the number 4488

Example: <dewa> space <bill> space <account number>

* Note: SMS Costs 60 Fils.

Bill Payment Channels



Working HoursDrive-Thru ServicePay your bills while driving through your car at Al-Wasl and Umm Al Ramool Customer Service Centers.

DEWA Customer Service CentersHead Office (Al Garhoud), Al Hudaiba, Burj Nahar, Al Wasl, Umm Al Ramool, Ayal Naser, Al Reef Mall, and Dubai Municipality (Umm Suqeim & Al Twar Centres), General Directorate of Residency & Foreigners Affairs (Dubai & Jebel Ali), Discovery Gardens, Jebel Ali Industrial Area.

• Payments are accepted by:- Cash.

- Cheques*.- Credit Cards (fee of 1.678% is applied)- P.O. Box mail: A/C Payee crossed cheque along with the remittance advice of bill, to be mailed to: Dubai Electricity & Water Authority P.O. Box 564. Dubai.

DEWA Head Office Al WaslBurj Nahar07:30 AM -08:00 PM Sunday to Thursday07:30 AM-08:00PM Saturday

Al HudaibahUmm Al RamoolAyal Naser07:30 AM-08:00 PM Sunday to Thursday07:30 AM-02:00 PM Saturday

Al Reef Mall09:00 AM-03:30 PM Sunday to Thursday09:00 AM-03:30 PM Saturday

Dubai Municipality(Umm Suqeim & Al Twar Centres)& General Directorate ofResidency & ForeignersAffairs (Dubai & Jebel Ali)07:30 AM-02:00PM Sunday to Thursday

Discovery Gardens09:00 AM-03:30 PM Sunday to Thursday

Jebel Ali Industrial Area09:00 AM-03:30 PM Sunday to Thursday

*(please include mobile number and account number on the back of the cheque)



DEWA Website (ePay)Using your credit cards (VISA or Master Card) through DEWA’s safe and secure website without extra charges.

BanksDirect Debit At partner banks, this service automatically deducts your DEWA bill amount from your bank account every month.Note: Please contact your bank for more details.

ATM MachinesBill payment can be made at ATM machines of large number of banks.

Teller CountersDEWA’s partner banks offer DEWA bill payment at their tellers from Saturday to Thursday during office hours.

Landline and Mobile PhoneThis service is presented to you through phone banking. Please note that you have to be a bank account holder to use this service.

Banks accepting payments from all customers:Emirates NBD, HSBC Bank Middle East Limited, Emirates Islamic Bank

Banks accepting payments from their account holders only:Citibank. N.A, Standard Chartered Bank, Lloyds TSB Bank, Mashreq Bank, Arab Bank, ABN Amro Bank, Commercial Bank of Dubai, Dubai Islamic Bank, First Gulf Bank, Habib Bank AG Zurich, National Bank of Abu Dhabi, RAK Bank, Union National Bank, United Bank Limited, Dubai Bank, Abu Dhabi Commercial Bank, Abu Dhabi Islamic Bank, Sharjah Islamic Bank, Dubai First, Barclays Bank, and Noor Islamic Bank.


His Highness Sheikh Mohammed Bin Rashid Al MaktoumVice President, Prime Minister of the UAE and Ruler of Dubai


Pay via Mobile (mPay)Pay your bills via mobile phone (any time any place). Register at https://mpay.dubai.ae to activate this service.

Post Offices in DubaiAll Emirates Post offices, 7 days a week during official working hours.

Pay at Petrol Stations (ENOC/EPPCO)24/7 at 54 branches of ENOC/EPPCO petrol stations in Dubai.

Etisalat Public payment machinesPay your bills using Etisalat Public payment machines in Dubai.

BlackBerry Application

iPhone Application

iPad Application

Android Application



ELECTRICITY & WATER CONSERVATION INFORMATION & TIPS

60


ELECTRICITY & WATERCONSERVATION INFORMATION & TIPS

Electricity & Water Conservation TipsOur natural resources are precious, and with it comes our social responsibility to conserve these very important gifts. Below are some simple tips that you can implement to help reduce your consumption of water and electricity, thereby helping to preserve our environment – for us and for generations to come.

Peak Time In The UAE

The peak time for electricity and water load in the UAE is from 1 pm to 5 pm, especially in the summer months (June-September). To help us save energy during those hours and not put a burden on the load, try to get your main tasks done before 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 around your house simultaneously. Air-conditioning during the summer consumes a large amount of energy, so put it off when you are going out of the house.

General Tips• Turn your lights and air conditioning off when you step out of the house.

• 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.

• Unplug personal computers, electronic devices and chargers when they aren’t in use. Most electronics use electricity even when switched off. It is estimated that in the average home, 40% of all electricity used to power home electronics is consumed while the devices are turned off.

• Avoid taking long showers. Shortening your shower by a minute or two can save you up to 150 gallons a month. Over 50% of water used in the house takes place in the bathroom. Toilets use around 27%, showers 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.



• 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.

• 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. Recommended watering time is 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 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: [email protected]

Slab Tariff DetailsSince 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 consumption, and reduce wastage.

The slab tariff system is tried, and proved to be effective in many countries around the world. This system helps customers 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 tariff structure has been revised, and is effective from 1st January 2011.





* A Fuel Surcharge fee will be charged based on the consumption of electricity (Fils / kWh) and water (Fils / gallon) according to the rate of increase or decrease of the prices of fuel supplied to power plants and consumption volumes.

Electricity Slab Tariff

2011

Industrial monthly Consumption 2011

23

28

32

23

28

38

0 – 2,000 kWh

2,001 – 4,000 kWh

4,001 – 6,000 kWh

More than 6,000 kWh

0 - 10,000 KWh

More than 10,000 KWh

Residential & Commercial monthly consumption

New Tariff Structure



Water Slab Tariff

Residential monthly consumption 2011

Industrial & Commercial monthly consumption 2011

0 - 6,000 Gallon 3.5

6,001 – 12,000 Gallon 4.0

More than 12,000 gallon 4.6

0 - 10,000 Gallon 3.5

10,001 – 20,000 Gallon 4.0

More than 20,000 gallon 4.6

* IG: Imperial Gallons.


SUGGESTIONS& COMPLAINTS

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Suggestions & Complaints

SuggestionsYour views are valuable to us. Customer suggestions and comments can be submitted by filling in a form, and sending it through any of the following channels:

1. Suggestion BoxesThe forms can be dropped off in suggestion boxes available in all Customer Service Centers.

2. PostDubai Electricity & Water Authority, P.O. BOX: 564, Dubai, U.A.E

3. Fax04 5066821/ 04 5066798

4. DEWA Websitehttps://e-services.dewa.gov.ae/customervoice/default.aspx

Suggestions Workflow:

• 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 Suggestion Unit sends a “Thanking Letter” to the customer for his/ her suggestion and informs him/ her if the suggestion is valid or not and provides the date of implementation for those valid suggestions. • Customers who have got DEWA approval on the given suggestions will be awarded.

Customer Complaint System (eComplain Procedure)DEWA customers can complain on any DEWA’s services through the available various complaints channels.

Below is the process of handling the customer complaint:

• 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.

• Service Effectiveness Unit is responsible to study each complaint and assigns it to DEWA’s concerned departments; moreover Service Effectiveness Unit has to redirect any complaint that is not related to DEWA. (DM, Dubai Police, RTA, etc.)

• Service Effectiveness Unit checks each resolution from the concerned department and gives the solution for the customer.

• 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 customer has the right to reject the given resolution. If this occurs, the Customer Complaint Unit checks the complaint, submits it as a grievance to the manager of concerned department in order for them to find a better solution. A reply is sent directly to the customer.

Suggestions & Complaints

DEWA Customer Guide - 3rd edition71 DEWA Customer Guide - 3rd edition71 DEWA Customer Guide - 3rd edition71

DEWA Customer Guide - 3rd edition 72DEWA Customer Guide - 3rd edition 72DEWA Customer Guide - 3rd edition

CONTACT US

72


DEWA Customer Care CentreCall Us on 04 601 9999 (24/7)

Emergency991

Fax04 601 9995

Mail AddressIf you would like to send us a document, it can be mailed to the below address:Dubai Electricity & Water AuthorityP.O.BOX 564, Dubai, United Arab Emirates

Website www.dewa.gov.ae

[email protected]

DEWA VehiclesFor comments on the driving of DEWA vehicles, kindly call 04 601 9888

Contact us


www.dewa.gov.ae