Services Guide 2020E: [email protected]
T: | F: +971 (0)6 714 8889+971 (0)6 714 8888
Table of Contents
Chairman Message
Corporate Strategy
Our Strategic Objectives
Customer Happiness Charter
OUR SERVICES
Move-in (Tenant Registration)
Move-out (Service Termination)
Refund
WWPR
Social Case Committee Decision
Payment Facilities
Bill Payment
Bill Enquiry
Complaints and Suggestions
Customer Information Update
Service Charges
Customer Happiness Centres Locations and Timings
Bill Payment Channels
Our Payment Partners
Facilities Available for People of Determination
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Customer Service Guide 2020 | 2nd Edition
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5
6-7
8-9
10-11
14-15
16-17
18-19
20-21
22-23
24-25
26-27
28-29
30-31
32-33
34-35
36-37
38-45
46-47
48
49
50-51
Chairman Message
As a strategic partnership between the Government of
Ajman and two international water treatment experts
- BESIX and Veolia -Ajman Sewerage (ASPCL) is a
company dedicated to serve the needs of the people
of Ajman.
On a daily basis, more than 400,000 people who live
service. To deliver on this sustainability in future, we
endeavor to continuously improve our citizens’ overall
quality of life while protecting the public health and
the environment.
During 2017, we launched Ajman Sewerage 2.0 that
includes an investment plan of AED 600 million,
designed to improve Ajman Sewerage system, enhance
its service management and focus on by-products
valorization. As a result, the sewage system in the
Emirate is expected to double its capacity with more
than 600 km of pipelines and 30 additional pumping
stations. This new phase will allow 100,000 additional
modern sewerage infrastructures in the Middle East.
Ajman Sewerage is fully committed to the
development of a sustainable and modern sewerage
system, which are in line with the preservation of our
environment for future generations.
Moving forward, we have a considerable amount
of expansion on the horizon, which will continue to
grow alongside our strategies to boost the customer
experience for the community of Ajman.
H.H. Sheikh Rashid bin Humaid Al Nuaimi
Chairman, Ajman Sewerage (Private) Company Limited
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Corporate Strategy
VISION
A sustainable and modern Emirate thanks to leading water treatment
MISSION
Be the leading and most respected local utility in Ajman, committed to
the happiness of our stakeholders, fostering Ajman’s vision by constantly
providing best and innovative practices, leading-edge water treatment
services to the community, and thereby revitalize and support its resources
sustainability and enhance its environment through a responsible and
effective partnership.
VALUES
• Stakeholder Happiness
• Operational Excellence
• Customer Focus
• Innovation
• Sustainability
• Environmental Preservation
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Our Strategic Objectives
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Customer Happiness Charter
Ajman Sewerage Company strives to be innovative and provide the best services to its customers at all times. This is
applied through adopting a comprehensive customer service approach which allows us to establish an outstanding
customer experience focused on meeting and balancing the needs of our various customer segments.
This customer happiness charter has been developed to set the service quality standards that our customers
would expect while dealing with Ajman Sewerage Company through the various available delivery channels and it
comprises the following:
OUR COMMITMENT TO YOU
• We will treat you with courtesy, respect and a
smile
• You will receive high standards and fair service
• We will cater to your needs professionally and to
the best of our ability
• We will provide our services through a helpful and
answer your questions right away
• We will provide you with service requirements,
realistic expectations and completion times for
each service
• You will be attended to in a timely manner
• We will reduce the number of steps required
to complete a service in the easiest and most
• 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 feedbacks 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 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
TELEPHONE
Sunday to Thursday, 8:00AM - 5:00PM
P.O. Box 4686, Ajman, UAE
CUSTOMER HAPPINESS CENTERS
For more information about the timings and locations of our Centers,
please refer to page nos. 47-46
YOU CAN CONTACT US DIRECTLY THROUGH THE FOLLOWING CHANNELS:
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Call Center – +971 (0 6 714 8888
Our Services
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Move-in (Tenant Registration)
The below table explains the application type, requirements and services delivered for every tenant registration:
Service Description
Tenant’s new account registration as a user for the property,
activate sewerage services and record customer information
in the system database, to enable receive monthly bill thru
email and SMS (if the email address and the mobile number
are provided)
Package N/A
Service Category Subsidiary
Service Type Procedural
Service Requirement
• Property must be occupied by the Tenant
• Tenant to register and open new account prior to move-in; failure to
register will result in continued billing of service to Owner’s account
Documents Requirements
• Valid Tenancy Contract – At least one month duration
• Tenant Registration Form
• Emirates ID
Service Limitations
• Service applied only for Tenant
• Valid Tenancy Contract – At least one month duration
• Application will not be proceeded if the Tenant Emirates ID expired /
no proof of renewal application
• Application will not be processed if the property is vacant
Service Delivery Channels
• Customer Happiness Centers
• Ajman Sewerage Website
• Ajman Sewerage Smart App
Number of Steps / Duration
• 2 steps / 25 minutes through Customer Happiness Centers
• Instant through Ajman Sewerage Website and Ajman Sewerage
Smart App
Customer Segment
• Residential
• Commercial
• Industrial
Service Fees Free of Charge
Service Application Timing • through Ajman Sewerage Website and Smart App
• Customer Happiness Centers (refer to page nos. 46-47)
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24/7
Move-out (Service Termination)
The below table explains the application type, requirements and services delivered for every termination of service:
Service Description amounts, closing an account while/after leaving the
property
Package N/A
Service Category Subsidiary
Service Type Procedural
Service Requirement• Property to be vacated by the Tenant
• Authorization letter duly signed by the registered Tenant
Documents Requirements
• Service termination form signed by the Landlord or stamped by Real
• Tenancy Contract Copy
• Valid Owner Emirates ID Copy (if the termination form is signed by
the Landlord)
• Tenant Valid Emirates ID
• Only the Tenant in person / his Authorized Representative can apply
for service termination
Service Integration with
Other Services N/A
Service Limitations
• Tenant should submit the service termination request by himself /
his Authorized Representative
• Service termination to be done only while/after vacating the
property.
• Valid Emirates ID / renewal application proof of existence
Service Delivery Channels
• Customer Happiness Centers
• Ajman Sewerage Website
• Ajman Sewerage Smart App
Number of Steps / Duration • 2 steps / 25 minutes through the Customer Happiness Centers
• Instant through Ajman Sewerage Website and Smart App
Customer Segment
• Residential
• Commercial
• Industrial
• Government
Service Fees AED 10.5 NOC charges (VAT included)
Service Application Timing • through Ajman Sewerage Website, Ajman Sewerage Smart App
• Customer Happiness Centers (refer to page nos. 47-46)
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24/7
The below table explains the application type, requirements and services delivered for every No Objection
Service Descriptionasset on site area, to be applied either by the Property Owner, Contractor
or Consultant along with the readied Wastewater Planning Review (WWPR)
document
Package N/A
Service Category Subsidiary
Service Type Procedural
Service RequirementAll outstanding payments for the Service and Connection Fees must be
cleared by the Owner
Documents Requirements • Valid Owner ID
• Site Map
Service Integration with
Other Services N/A
Service LimitationsOnly the Owner / his Authorized Representative can request
the Owner NOC
Service Delivery Channels
• Ajman Sewerage VIP Customers Happiness Center
• Ajman Sewerage Service Counter at Land & Property Department
• Ajman Sewerage Website or Mobile App
Number of Steps / Duration
• 2 steps / 10 minutes through Ajman Sewerage VIP Customers
Happiness Center
• 2 steps / 15 minutes through Ajman Sewerage Service Counter at
Land & Property Department
• 4-5 working days
Customer Segment
• Owners
• Contractors
• Real Estate Agents
• Investors
Service Fees AED 10.5 NOC charges (VAT included)
Service Application Timing • Ajman Sewerage Website and Mobile App 24/7
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Service Description
Tenancy Contract to be validated by Ajman Sewerage by rubber stamping
after clearing due amounts on account to be further attested from Ajman
Municipality
Package N/A
Service Category Subsidiary
Service Type Procedural
Service Requirement Property must be occupied by the Tenant
Documents Requirements
• Pre-tenancy Contract form signed by both Tenant and Owner
• Tenant Emirates ID
• Tenant Registration Form
Service Integration with
Other Services N/A
Service Limitations
• Service applied only for Tenant
• Application will not be proceeded if there is any correction done on
the pre – tenancy contract form
• Application will not be proceeded if the tenant emirates ID is expired
Service Delivery Channels
• Customer Happiness Centers
• Ajman Sewerage Website
• Ajman Sewerage Mobile App
Number of Steps / Duration
• 25 minutes through Ajman Sewerage Customer Happiness Centers
• Instant through Ajman Sewerage Website and Ajman Sewerage
Mobile App
• 4-5 working days
Customer Segment
• Residential
• Commercial
• Industrial
Service Fees AED 21 will be charged as NOC fee ( VAT included )
Service Application Timing • 24/7 through Ajman Sewerage Website and Mobile App
• Customer Happiness Centers (refer to page nos. 46-47)
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The below table explains the application type, requirements and services delivered for every application for tenancy
contract attestation:
Refund
The below table explains the application type, requirements and services delivered for refunds:
Service Description Customer requests to refund his excess credit in the system database
Package N/A
Service Category Complementary
Service Type Procedural
Service Requirement
• In case of the Service Charge excess or deposit, the Tenant must
obtain service termination
• In case of connection fees excess credit, there should be no future
connection fees installments
• Authorization letter duly signed by the registered Tenant
Documents Requirements
• Service charge excess credit or deposit
• If the Tenant is not registered, the submission of the original
payment receipt is mandatory
• Connection fees excess credit
• Owner must request the refund by himself / his Authorized
Representative
Service Integration with
Other Services N/A
Service Limitations
• Owner should not have connection fees due on the properties
belonging to him and no future connection fees installments are
pending for billing
• The Tenant must collect the refunded amount personally / his
Authorized Representative
• If the refund amount is below AED 1,500 - Instant Cash Refund
- 4-5 working days• If the refund amount is above AED 1,500
Service Delivery Channels Customer Happiness Centers
Number of Steps / Duration 2 steps / 25 minutes through the Customer Happiness Centers
Customer Segment
• Residential
• Commercial
• Industrial
• Government
Service Fees Free of Charge
Service Application Timing Customer Happiness Centers (refer to page no. 46)
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Service DescriptionAssessment for the appropriateness of a Wastewater Discharge Plan for a
New Property or a Changed Property with the Ajman Sewerage Network
Package N/A
Service Category Main Service
Service Type Procedural
Service Requirement • Property is within Ajman boundary
Documents Requirements
• Site Map
Floor Plan
• Valid Emirates ID
• • Property Demolition Letter, if the new development takes place on
an existing/to be demolished property
Service Integration with
Other Services N/A
Service Limitations
The application will not be proceeded if
• The plot site map doesn’t contain the Parcel ID
• • Owner Emirates ID is expired
Service Delivery Channels VIP Customer Happiness Center
Number of Steps / Duration
• 2 steps / 15 minutes for application submission, review and
processing fees collection
• 4-5 working days
• 15 minutes for billing the connection fees, collect payment and
Customer Segment
• • Contractors
• Real Estate Agents
• Investors
Service Fees
• Residential and Commercial: AED425
• 400
• Large Commercial: AED550
• Medium Commercial: AED400
• Small Commercial: AED375
Service Application Timing VIP Customer Happiness Center (refer to page no. 46)
WWPR
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Service Description
As part of its social responsibility, Ajman Sewerage strive to contribute
in relieving some of the social cases customers’ from paying their due
connection fees
Package N/A
Service Category Complementary
Service Type Social
Service Requirement Ajman UAE Nationals only with a valid social case.
Documents Requirements
• Site map
• • • • Khulasat Al Qaid
• Liability Letter (if any)
• Owner’s Emirates ID
• Passport Copy
Service Integration with
Other Services N/A
Service LimitationsApplication will not be processed if the debtor is a non-Ajman UAE
National
Service Delivery Channels VIP Customer Happiness Center
Number of Steps / Duration
Document Submission: 13
documents.
Decision: The Committee meets twice a year (June and December)
Customer Segment Ajman UAE National
Service Fees Free of Charge
Service Application Timing Happiness Centers (refer to page nos 46-47)
Social Case Committee Decision
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Service Description Offering payment plan services through installments to debtors
Package N/A
Service Category Complementary
Service Type Procedural
Service Requirement • Payment plans are made in postdated cheques
• Minimum due amount to be scheduled is AED 2,000
Documents Requirements
• Account ID or Premise ID
• Bank Account Statement
• Owner Emirates ID
Service Integration with
Other Services N/A
Service Limitations
Application will not be processed if:
• The customer has previous bounced cheque history
• Bank account statement is not available
• If the due amount is less than AED 2,000
Service Delivery Channels VIP Customers Happiness Center
Number of Steps / Duration 16 minutes through VIP Customers Happiness Center
Customer Segment
• • Owners
• Tenants
• Contractors
• Real Estate Agents
• Investors
Service Fees Free of Charge
Service Application TimingService available at all Customers Happiness Service Centers (refer to page
nos. )
Payment Facilities
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46-47
Service DescriptionMonthly bill statement detailing customer information, consumption
amount, payment channels and service guarantee due date
Package N/A
Service Category Subsidiary
Service Type Procedural
Service Requirement Tenant to provide Account Number or Sewerage ID
Documents Requirements
If the payment by cheque
• Personal Cheque : Valid Emirates ID Copy
• Company Cheque : Valid Trade License Copy
Service Integration with
Other Services N/A
Service Delivery Channels
• Customer Happiness Centers
• Ajman Sewerage Website
• Mobile App
• MBME
• NT Payment
• Emirates NBD CDM`s – ATM `s
• Ajman Bank
• Dubai Islamic Bank
• Al Ansari Exchange
Number of Steps / Duration
• 2 steps / 25 minutes through Ajman Sewerage Customer Happiness
Centers
• Instant through Ajman Sewerage Website and Ajman Sewerage
Mobile App
Customer Segment
• Residential
• Commercial
• Industrial
• Government
Service Fees Refer to page nos. 38-45
Service Application Timing
• through Ajman Sewerage Website, Ajman Sewerage Smart
App,
• Customer Happiness Centers (refer to page nos. 47-46)
• Partners (refer to page no. 49)
Service Limitations
• If the customer has previous bounced cheque history cheque will not
be accepted
• Cheque with less than AED 1,000 will not be accepted
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Bill Payment
The below table explains the requirements, procedure and services delivered for all bill payments:
24/7
Bill Enquiry
The below table explains the requirements, procedure and services delivered for all bill enquiries:
Service Description
Bill query-related feature available to all payment channels referring to the
past records, payments or any other entries relating to Ajman Sewerage
account, connection and service charges
Package N/A
Service Category Complementary
Service Type Informational
Service Requirement Tenant to provide Account Number or Sewerage ID
Documents Requirements Emirates ID
Service Integration with
Other Services N/A
Service LimitationsOnly the Owner or Authorized Representative can enquire about the
connection fees
Service Delivery Channels • Customer Happiness Centers
• Ajman Sewerage Contact Center
Number of Steps / Duration
• 2 steps / 25 minutes through Ajman Sewerage Customer Happiness
Centers
• 10 minutes through Ajman Sewerage Contact Center
Customer Segment
• Residential
• Commercial
• Industrial
• Government
Service Fees Free of Charge
Service Application Timing • Customer Happiness Centers (refer to page nos. 46-47)
• Ajman Sewerage Contact Center (refer to page no. 11)
90 AED
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Complaints and Suggestions
We care about your experience with us as well as your feedback. The below table explains the process for
any complaints or suggestions:
Service Description
Customers can submit their complaints and feedback to Ajman Sewerage
services wherein we provide an adaptable templates available on different
channels to a more effective,
resolution-focused complaint system
Package N/A
Service Category Complementary
Service Type Procedural
Service Requirement Customer should provide the Account number or Sewerage ID
Documents Requirements N/A
Service Integration with
Other Services N/A
Service Limitations Unavailability of Sewerage ID or Account ID
Service Delivery Channels
• Customer Happiness Centers
• Ajman Sewerage Website
• Ajman Sewerage Smart App
• Ajman Sewerage Contact Center
Number of Steps / Duration A resolution will be provided within 3-4 working days
Customer Segment
• Residential
• Commercial
• Industrial
• Government
Service Fees Free of Charge
Service Application Timing
• 24/7 through Ajman Sewerage Website, Ajman Sewerage Smart App
• Customer Happiness Centers (refer to page no. 47-46)
• Ajman Sewerage Contact Center (refer to page no. 11)I want to provide a request
Go ahead!
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Visit our website and login to your account to
information in an instant.
located in Ajman and speak to one of our representatives to
update your information.
Available for both Android and IOS devices, download
our app, login to your account and change your
personal information instantly.
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Customer Information Update
There are three ways to change your personal details.
1 Customer Service Center
2 Website
3 Mobile App
Mobile phone usage in the UAE increased to 228.3 phones per 100 people
2017, according to statistics issued by the Telecommunications Regulatory Authority (TRA).
Property Category Property Description Monthly Services Charges (AED)
Residential Apartments
1 Bedroom 105.00
2 Bedrooms 116.00
3 Bedrooms 122.00
4 Bedrooms 128.00
+5 Bedrooms 134.00
Penthouse 134.00
Arabic Houses
1 or 2 Bedrooms 116.00
3 Bedrooms 128.00
4 Bedrooms 134.00
5 Bedrooms 140.00
+6 Bedrooms 146.00
Council Houses
1 Floor 109.00
2 Floors 128.00
Villa
1 Floor 140.00
2 Floors 304.00
+3 Floors 365.00
For every property type, there is a different service charge required to deliver our
services. For information on your own property type, refer to our table to determine
your monthly service charge.
Service Charges
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Customer Service Guide
Effective Date: 01 May 2020
2020 | 2nd Edition
Property Category Property DescriptionMonthly Services
Charges (AED)
Banks Building-Owned or Lessee-Owned by the License Bank 3,649.00
Bakeries
Large (Selling Bread, Sweets & Snacks) 383.00
Medium (Selling Bread, Sweets) 301.00
Small (Selling Bread Only) 120.00
Clubs
Cultural Clubs 653.00
Health Clubs 653.00
Social Clubs 653.00
Sport Clubs 653.00
Sport Clubs with Separate Playground or Stadium 1,567.00
Compound Duplex Villas 102.00
Educational Institutions
Nursery 394.00
Elementary School 657.00
Intermediate School 788.00
High Institute 788.00
High School 985.00
College 2,299.00
University 10,946.00
Property Category Property DescriptionMonthly Services
Charges (AED)
Entertainment
Cinema 1,368.00
Theatre 1,368.00
Financial Institute
Separate Building Owned by the Licencee 1,459.00
Separate Building Not Owned by the Licencee 1,824.00
500 Sqft (Per Sqft) 0.290
500-3,000 Sqft (Per Sqft) 0.360
3,000 Sqft (Per Sqft) 0.390
Hall Marriage Hall or Banquet Hall 1,970.00
Hospitals
Government Hospital (Per Bed) 35.00
Government Health Center or Clinic 580.00
Private Medical Center 760.00
Private Center or Clinic (Without Bed) 456.00
Private Hospital (Per Bed) 46.00
Hotels
Per Room 73.00
Restaurant Without Outdoor Seating 292.00
Restaurant, Cafeteria With Shisha in a Hotel (Per Sqft) 0.430
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Property Category Property Description Monthly Services Charges (AED)
Industrial Institutions
Average Sized Factories ( Per Sqft) 0.065
Top 60 - Without Exceeding AED
11,020.36/Month 9,827.00
Top 50 - Category 4 5,573.00
Top 50 - Category 5 4,644.00
Labour CampsWithout Exceeding AED 11,020.36/
Month (Per Sqft)0.260
Laundry
Laundry Company Using Water 1,261.00
Dry Cleaning Company -
Laundry Not Using Water -
Laundry Using Water 158.00
Petrol Station
Shop Within a Petrol Station Area 241.00
Car Wash-Polish Facility Not Within
a Petrol Station1,204.00
With Washing Facility 3,649.00
Without Washing Facility 1,897.00
Property Category Property Description Monthly Services Charges (AED)
Restaurants
Cafeteria or Cafe Without Shisha 147.00
Cafeteria or Cafe With Shisha 263.00
Cafeteria or Restaurant in Hospital or
School88.00
Restaurant With Outdoor Seating 328.00
Restaurant, Cafeteria Without Shisha in
Hotel (Per Sqft)0.300
1 Door With Common Water Facilities 79.00
1 Door With No Water Facilities -
1 Door With Owned Water Facilities 95.00
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Shop
Property Category Property Description Monthly Services Charges (AED)
ShowroomWithout Exceeding AED 11,608.32/
Month (Per Sqft)0.100
WarehouseWithout Exceeding AED11,608.32/
Month (Per Sqft)0.042
Workshop
1 Door With Common Water
Facilities 79.00
1 Door With No Water Facilities -
1 Door With Owned Water Facilities 105.00
2 Doors With Common Water
Facilities140.00
2 Door With No Water Facilities -
2 Door With Owned Water Facilities 210.00
+3 Doors With Common Water
Facilities184.00
+3 Door With No Water Facilities -
+3 Door With Owned Water
Facilities271.00
Shop
2 Doors With Common Water Facilities 152.00
2 Doors With No Water Facilities -
2 Doors With Owned Water Facilities 184.00
3 Doors With Common Water Facilities 236.00
3 Doors With No Water Facilities -
3 Doors With Owned Water Facilities 273.00
+4 Doors With Common Water Facilities 315.00
+4 Doors With No Water Facilities -
+4 Doors With Owned Water Facilities 357.00
Supermarket
Large Supermarket 40000/30001 Sqft 1,138.00
Medium Supermarket 30000/15001 Sqft 493.00
Small Supermarket up to 15000 Sqft 230.00
Hypermarket or Mega Mall +40001 Sqft 2,627.00
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Customer Happiness CentersLocations and TimingsEither through our own Customer Service Centres or through strong partnerships with major institutions and
partners, monthly bills can be settled extremely easily, with minimal paperwork.
MAIN CUSTOMER HAPPINESS CENTER
Ground Floor, Al Zahra Building Block A, Mohammed
Salem Bu Khamis Street,
Liwara 1, Al Bustan, Ajman, UAE
VIP CUSTOMER HAPPINESS CENTER
6th Floor, Suite 605, Al Zahra Building Block B,
Mohammed Salem Bu Khamis Street,
Liwara 1, Al Bustan, Ajman, UAE
BRANCH CUSTOMER HAPPINESS CENTER
Ground Floor, Tahairi Building,
Sheikh Maktoum bin Rashid Street,
Al Rawdha 2, Ajman, UAE
LAND AND REAL ESTATE REGULATION
DEPARTMENT RENT DISPUTES COMMITTEE
WORKING HOURS
Sunday to Thursday: 8:00 AM – 7:00 PM
Saturday: 10:00 AM – 5:00 PM
WORKING HOURS
Sunday to Thursday: 8:00 AM – 4:30 PM
WORKING HOURS
Sunday to Thursday: 8:00 AM – 4:30 PM
WORKING HOURS
Sunday to Thursday: 8:00 AM – 1:30 PM
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Bill Payment Channels
Pay your monthly bill quick and easy with any of our three payment options:
Our Payment Partners
We have a list of UAE partners that assist us in making your customer experience fast and
hassle-free. Our partners are:
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1 ePayment
2 Payment Partners
3 Customer Service Centers
With MBME and NT kiosks located all over the UAE and Ajman, pay your monthly
bill anywhere and anytime.
Pay your monthly bill online with our epayment system on our website. Simply log
in and settle your bill in a quick and convenient way. In addition, you can easily
settle your Ajman Sewerage bill online with Ajman Bank, Dubai Islamic Bank or
Emirates NBD.
located in Ajman.
Customer Service Guide 2020 | 2nd Edition
Facilities Available for People of Determination
This page provides information about how people of determination, i.e. people with special needs, are protected
and empowered through our services and facilities.
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