SERVICES

GUIDE
6 TH EDITION
2017

1
SERVICES
GUIDE
6TH EDITION
2017
TABLE OF CONTENTS
MD&CEO Message 6 Trial pit or Overhead Line Clearance Verification Supervisor 59

Introduction 8 Transformer Oil Testing Service 60

DEWA Corporate Strategy Map 10 Energy Audit Service 62

The Customer Happiness Charter 12 NO OBJECTION CERTIFICATES

ELECTRICITY SERVICES No Objection Certificate (NOC) for General Projects 66

Getting Electricity Service 16 No Objection Certificate (NOC) for House Connection 68

Solar Connection 20 No Objection Certificate (NOC) for Road Projects 70

Temporary Connection for Mourning and Weddings 22 No Objection Certificate (NOC) for Network Services 72

Electricity Network Modification 24 Request for information (NOC) for DEWA Electricity & Water Services 74

Resolution of Technical Incidents 26 No Objection Certificate (NOC) for Trial Trench 76

WATER SERVICES No Objection Certificate for Building Permit (Water) 78

New Water Connection 30 No Objection Certificate for Building (Electricity) 79

Technical Services - Water 31 No Objection Certificate for Demolition (Water) 81

Water Maintenance Services 32 No Objection Certificate for Demolition (Electricity) 82

CUSTOMER AND BILLING SERVICES IMPORTANT INFORMATION

Move-In to New Premise 36 Enrollment of Consultants & Contractors 86

Final Bill (Move-Out) 38 Electricity & Water Conservation & Tips 88

Transfer of Electricity/Water (Move To) Service 40 OTHER SERVICES & INFORMATION

Bill Payment 42 Customer Happiness Centres 94

Solar Reconciliation 44 Customer Happiness Centres Services 95

To Whom It May Concern Certificate 45 Our Service Delivery Partners 96

Electrical Vehicle (EV) Registration 46 Service Packages 97

Electrical Vehicle (EV) Final Bill 48 Bill Payment Channels 98

High / Low Consumption Enquiries 50 Green Bill 101

General Enquiries 52 Customer Care Centre 103

Bill Enquiry 53 Ash’ir and Hayak 104-105

Update Customer Information 54 Complaints & Suggestions 106

ADVISORY SERVICES Contact Us 108

Standby site supervisor 58

*The Services Guide is updated on a yearly basis

5
 MESSAGE FROM THE
MD & CEO OF DEWA

“DEWA is sincerely committed to achieving the vision of our wise leader

HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime
Minister of the UAE and Ruler of Dubai, and providing excellent services to all
the citizens and residents of Dubai. We deliver electricity and water to over
700,000 residential, commercial, and industrial customers. We aim to master
customer happiness and gain a solid reputation by 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 to
become a sustainable innovative world-class utility.

The main goal that DEWA focuses is to be a pioneer in what it does, to

substantially ensure its uniqueness by providing innovative and outstanding
services and to stamp its journey with the label of high standards.”

Saeed Mohammed Al Tayer

MD & CEO of Dubai Electricity and Water Authority

6 7
 INTRODUCTION
Thank you for taking the time to read this Services Guide produced by Dubai
Electricity and Water Authority. This guide is designed to provide our customers
with the information they need to ensure their applications, request, queries
and follow-ups are completed as quickly as possible and to their complete
satisfaction and happiness.
This guide lists the wide range of services that DEWA provides, such a wide
variety of bill payment channels provided for your convenience, and useful
information on how you can reduce your electricity and water use, to save you
both time and money, along with our customer happiness charter – our pledge
to you and for generations to come.

OUR VISION
A sustainable innovative world-class utility.

OUR MISSION
We are committed to the happiness of our stakeholders and promoting Dubai’s
vision through the delivery of sustainable electricity and water services at a
world-class level of reliability, efficiency and safety, in an environment that
nurtures innovation with a competent workforce and effective partnerships;
supporting resources sustainability.

OUR MOTTO
For Generations to come.
This reflects two key elements; the first is that DEWA is committed to a long-
term sustainable future for delivery of electricity and water to the Emirate
of Dubai. This leads to the second element, that this can only be achieved by
taking an ethical and sustainable attitude to the development of electricity
and water.

OUR VALUES
• Stakeholders Happiness
• Sustainability
• Innovation
• Excellence
• Good Governance

8 9
 A SUSTAINABLE INNOVATIVE WORLD-CLASS UTILITY

SUSTAINABLE GROWTH

Triple TBL01: TBL03:

TBL02:
Bottom Line Optimized costs, Minimized
Socially responsible
revenues and environmental
business practices
diversified investments footprint

DEWA’S Stakeholders
S01:
Reliable and high quality supply of
S02:
Happy Stakeholders

CORPORATE
electricity and water

Operational and

STRATEGY MAP
Agility and
smart service 10X The Future
Governance
excellence

2021
IP06:
IP09:
IP03: World class
Sustainable energy mix
Happy customer governance and
and effective Demand
journey management
Side Management
standards
The strategy map provides a clear visual indicator of how the themes and the Internal
four perspectives of the third generation Balanced Scorecard interrelate to Processes IP02: IP05:
World class Effective integrated IP08:
each other and form the overall strategy of the organisation.
Health, Safety and corporate resilience Enabling Smart City
The map is a visual interpretation of an organisation’s strategy. Environment practices framework
It shows a logical, step-by-step connection between Themes, Perspectives and
IP01:
Strategic Objectives. It shows a cause-and-effect relationship from the bottom Asset management
IP04: IP07:
row (Support, Learning and Growth Perspective) to the top row (Triple Bottom that delivers world
Active comprehensive R&D, Innovation and
Line Perspective) via Internal Processes and Stakeholders Perspectives. class availability,
corporate security Future
reliability and
efficiency

Enablers of Success

Learning and LG04:

LG02: Motivated LG03:
Growth LG01: National
and skilled Enablement
Attract and Identity and
workforce with via digital
retain talent Effective
effective KM technologies
Emiratization

10 11
 ALWAYS BRINGING YOU RESULTS AND SMILES
The Customer Happiness Charter has been developed so we can engage with you in
a more meaningful way by adopting best practices in responsible customer service.
It sets our benchmarks and defines your service expectations, fostering engaged
customer participation to ensure excellence from government services.
DEWA is committed to achieve excellence in service provision that not only attains
your happiness but also exceeds your expectations. DEWA has adopted the Customer
Service Charter, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice
President and Prime Minister of the UAE and Ruler of Dubai, which comprises the
following:

THE CUSTOMER
OUR COMMITMENT TO YOU
• We will treat you with courtesy, respect and a smile
• You will receive high standards and fair service

HAPPINESS
• We will cater to your needs professionally and to the best of our ability
• We will provide our services through a helpful and knowledgeable team that is
understanding and capable of answering your questions
• We will provide you with service requirements, realistic expectations and

CHARTER
completion times for each service
• You will be attended to in a timely manner
• We will reduce the number of steps required to complete a service in the easiest
and most efficient manner
• We will provide you with accurate information and error-free service
• We will provide you with a multi-channel service and methods of payment and
ensure we serve at your convenience
• We welcome your feedback and suggestions to serve you better
• We are committed towards the privacy of your information and data

YOUR COMMITMENT TO US
• Appreciate the efforts of our employees at your service and treat them with mutual
respect
• Provide identification documents when requested
• Provide the supporting documents required to complete a service
• Inform us immediately of any changes to information provided, or in case of error
• Inform us immediately of any changes that may affect our service provision
• Respond in a timely manner to queries from our employees to ensure timely and
excellent service
You can contact us directly through the following channels:

Telephone Customer Care Centre – 04 601 9999 (24/7)

Email customercare@[Link]
Mail PO Box 564, Dubai, UAE
For more information about the timings and locations
Customer Happiness Centres
of our Centres, please visit [Link]
Unified eSuggest System [Link]
Unified eComplain System [Link]

12 13
 ELECTRICITY
SERVICES

14 15
 GETTING ELECTRICITY SERVICE
ELECTRICITY
GETTING

Customers can obtain new power connections, as well as 1. Enter owner ID (Emirates ID, Idbera, Trade license) used
Service Description temporary and additional load to various projects through for owner registration then click on Search
the E-Services ‘One Window’ system
2. Select the Owner to create the application
Service Category & • Subsidiary 3. choose the type of connection (Permanent/Additional
Type • Procedural load/construction / Temporary supply)
• Contractor 4. Search the DEWA approved building NOC, related to your
Customer Segment project.
• Consultant
5. Fill all the mandatory fields and attach the required
• Building Permit/NOC documents based on the type of application (1)
• Proposed location of meters and sub-meters 6. Once the drawings are approved by DEWA, the
Documents • Layout of Drawing (i.e. floor plan indicating plumbing connection cost estimate will be issued through the
Required system) Application Process system, and you can now notify DEWA once your site is
ready for Cable Laying. Notifying DEWA with readiness
• Green Building Regulation Implementation Documents
date for the low-voltage inspection and high-voltage
(.pdf format only)
substation inspection (if any) will be enabled and can be
• Customer has to complete the owner-registration done through the Tracking page.
process in advance 7. After payment is made, job orders will be issued based
• Obtain DEWA building NOC on the site readiness date identified by the Contractor
Service • Obtain Building Permit from Dubai Municipality or other 8. DEWA engineers will conduct field inspections of
Requirements relevant Authority the electrical installation to check compliance with
• The Building Completion Certificate from Dubai approved drawings and DEWA regulations
Municipality or other relevant authority is required for a 9. Subject to Inspection Clearance and submission of
power connection required documents, the meter will be installed and the
power supply connected
Service Application
24/7 through DEWA website
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website [Link]
can be submitted
Application Form
N/A
for this Service

16 17
 LV Design Approval:
ELECTRICITY
GETTING

• Load 1-150 kw: 1 Working day

• Load 151-3000 kw: 7 Working days
• Load 3001-5000 kw: 12 Working days
• Load 5001 and above: 17 Working days
Issuance of Connection Cost:
• Load 1 to 150 Kw: 1 Working day
• Load 151 to 400 Kw: 5 Working days
• Load above 400 Kw: 9 Working days
Time Required to LV Inspection:
Deliver this Service
•  Load 1 – 150 Kw: 2 working days from the readiness date
identified by the electrical contractor
•  Load above 150 Kw: 3 working days from the readiness
date identified by the electrical contractor
HV Substation Location & size Approval (If any)
• 4 working days
HV Substation Inspection (If any)
•  2 working days from the readiness date identified by the
electrical contractor
Package N/A
• Connection cost is valid for One year from the date of
issuance.
Service Limitations
• This service is provided for registered consultants &
Contractors.
(1)
• The system will generate a unique application number
(E-xxxxxx)
• This reference number can be used to track the progress
of your request to its completion.

Notes ** Contractors can follow the above guidelines for

additional load or temporary supply requests

** IMPORTANT NOTE: Payment is not required for Al

Namoos Projects (Residential New Connections with
load of 150Kw and below, fed from existing source)

18 19
 SOLAR CONNECTION
CONNECTION

DEWA offers to its customers the service of connecting Solar – Inspection & Connection
SOLAR

solar panels on existing buildings to DEWA’s network, to Enrolled solar consultants and contractors can track their
Service Description Solar Design Approval applications, pay for connection
regularise the generation process and enable customers to
export surplus power to DEWA’s grid charges and inform DEWA about the that any works are
ready for inspection, to connect generators of electricity
Service Category & • Subsidiary from solar energy to the distribution network of DEWA.
Type • Procedural
• Contractor The online solar inspection and connection tracking
Customer Segment Application Process
• Consultant application forms are under development. To enable online
processing until then, please do the following steps:
Documents •  pplication template available on DEWA
A
Required website [Link] 1. Download the application template
• Obtain Solar NOC as a pre-requisite for the approval of 2. Fill the form off-line
any design, construction or installation work. 3. E-mail application with the required documents
Service • Download and complete the Application request from completed and attached to
Requirements DEWA website [Link]@[Link]
• Send Application to [Link]@[Link]. Service Application
ae after attaching required documents 24/7 through DEWA website
Timings
Solar – NOC Service Fees Free
Contractors and consultants must obtain a solar NOC as a
Service Integration
pre-requisite for the approval of any design, construction or N/A
with other services
installation work. Enrolled solar consultants and contractors
can apply for Solar NOCs connect solar energy generators to Partner
N/A
the power distribution system of DEWA. organizations
1. Log in to consultants and contractors portal Where applications
DEWA website
2. Select ‘DRRG Solar NOC’ can be submitted
Application for Solar Power Connection:
Application Form
Solar - Design Approval [Link]
for this Service
application_form.ashx?la=en-AE
Application Process To connect solar energy generators to DEWA’s power grid,
the design of the solar array must be approved prior to 40 working days (excluding customer-related timeline)
construction and installation. Enrolled solar consultants NOC:
and contractors should apply for a Solar Design Approval and
pay the required connection charges. • 3 working days (Single Connection point with installed
generation capacity less than 10KWp)
Online application forms for Solar-Design Approvals are • 6 working days (All other types of projects)
under development. In the meanwhile, online applications
can be made in the following way: Time Required to Design Approval: 14 working days
1. Download the application template Deliver this Service
LV Estimate / Solar Invoice: 1 working day
2. Fill the form off-line
3. E-mail application with the required documents Solar Inspection:
completed and attached to • 9 working days for installed generation capacity less than
[Link]@[Link]. 100KWp (Inspection including testing & evaluations)
• 14 working days for inspection & performance reporting
of installed generation capacity 100 KWp and above
Package N/A
For Solar NOC:
• Contractors & Consultants should be certified by DEWA
Service Limitations
as photovoltaic Solar Experts.
• NOC is valid 6 months from the date of issue

20 21
TEMPORARY CONNECTIONS

TEMPORARY CONNECTIONS FOR MOURNING AND WEDDINGS

(MOURNING &
WEDDINGS)

Providing Temporary supply for mourning and weddings for

Service Description
UAE nationals only Application Form
Application Form for Temporary Connection
Service Category & for this Service
Social
Type Time Required to
4 hours after paying service fee for mourning cases only
Customer Segment Residential Deliver this Service

Documents 1. RTA permission if there is road crossing Package N/A

Required 2. NOC required from General Directorate of Civil Defence. Service Limitations N/A
1. Customer Account. 1- Period of temporary supply should not exceed 7 days.
Service 2. Customer information (Contact or authorised person) 2- In case of a wedding, customer must apply at least 4
Requirements 3. Number of days. Notes days before the wedding.
4- Contractor contact information and required load details. 3- In case of mourning, customer must apply immediately.
4- Service fees amount are non-refundable
1. Apply for the request
Application Process 2. Pay the charges after technical team visit the site
3. Lay the cable and activate the service.

• 24/7 through DEWA website,Smart App and Customer

Service Application Care Centre
Timings • Official working hours in Customer Happiness Centre
(please refer to pages 94-95)
Service fee will depend on:
• Cable size and length
Service Fees
• Number of days
• Consumption load
Service Integration
N/A
with other services
Partner
RTA, & Directorate General of Civil Defence
organizations
• Customer Happiness Centres
Where applications • Customer Care Centre
can be submitted • DEWA website
• DEWA Smart App

22 23
ELECTRICITY NETWORK

ELECTRICITY NETWORK MODIFICATION

MODIFICATION

This service enables enrolled contractors & consultants Where applications

to apply, through DEWA website [Link], for DEWA website [Link]
Service Description can be submitted
infrastructure services which includes shifting of meters,
substations or cables. Application Form
N/A
for this Service
Service Category & • Subsidiary
Time Required to
Type • Procedural 8 Working Days to issue estimate
Deliver this Service
• Contractor Package N/A
Customer Segment
• Consultant
Service Limitations Estimate is valid for 6 months
• Latest affection plan issued from Dubai Municipality or
relevant Authority
• Load schedules showing Connected Load or Maximum
Demand
• Copy of Owner’s Passport or Emirates ID
Documents
Required • Latest DEWA Bill
• No Demand Certificate or Clearance from DEWA Billing
Services department for substation cancellation
requests only
• Site setting out plan showing current connections and
proposed changes
Application Process Apply through DEWA website [Link]

Service Application
24/7 through DEWA website
Timings

Service Fees Free

Service Integration
N/A
with other services
Partner
organizations N/A

24 25
TECHNICAL INCIDENTS

RESOLUTION OF TECHNICAL INCIDENTS

RESOLUTION OF

This service is provided to all customer segments to resolve

Service Description all technical incidents related to electricity interruption or Meter Replacement; IMS Ele,;20-
10 1190
any failure on the network. 120A,3Ph,4W

Service Category & • Subsidiary 11 Meter Replacement ;IMS Ele.; 5A,LV-CT4W 1365
Type • Procedural 12 Replacement Of Current Transformer (CT) 520
• Residential Replacement CT Kilowatt Hour Meter;
• Commercial 13 480
Type ET 411 MZ:V=3X2
• Industrial
Customer Segment 14 Resetting of Tripped Breaker 130
• Government
• Contractor 15 Repairing of load Wire 130
• Consultant Sub-Station Open & Close On Consumer
16 95
Request
Documents Service Fees
N/A
Required Inspection of Dewa Supply on customer
17 130
Request
1. Customer Account
Service Supply Disconnection On Customer
2. Location 18 95
Requirements Request (Dedicated CT)
3. Type of incident or service
Reconnection Of Supply After Pvt Work
1. Customer Care Centre by calling 991 19 95
Completion (Shared CT)
Application Process
2. DEWA Smart App Supply Disconnection On Customer
20 95
• 24/7 through DEWA website, App and Customer Care Request (Shared Service)

Centre Supply Reconnection After Pvt Work

Service Application 21 95
Completion (Dedicated CT)
Timings • Official working hours in Customer Happiness Centres
(please refer to pages 94-95)
Service Integration
N/A
Refer to the service fee list below: with other services

SI. Rate/ Partner

Service Name Service organizations RTA, Dubai Municipality, Dubai Police and Etisalat
No (AED)
1 Single Cut-out Replacement 165 • Customer Happiness Centres
Where applications • DEWA website
2 Blown Cut-out Fuse Replacement 130
can be submitted • Smart App
3 LV Fuse Replacement At Sub-Station 150
• Customer Care Centre
4 LV Fuse Replacement At Mini Feeder Pillar 145
Application Form
Distribution Board Rewireable Fuse N/A
Service Fees 5 130 for this Service
Replacement
Time Required to • 2 hours (minor complaints)
Single Phase Energy Meter Replacement-
6 260 Deliver this Service • 4 hours major complaints (main cable failures)
All Ratings
Three Phase Energy Meter Replacement Package N/A
7 330
-30-90 A Service Limitations N/A
Three Phase Energy Meter Replacement Recommended to have regular maintenance of all internal
8 435 Notes
–above 30-90 A Ratings
wiring in your premises.
Meter Replacement; IMS Ele.;10-90A,
9 765
1Ph,2W

26 27
 WATER
SERVICES

28 29
 TECHNICAL SERVICES
NEW WATER CONNECTION TECHNICAL SERVICES - WATER
CONNECTION
NEW WATER

WATER
Service description Providing a new water supply Service Providing consultations and approval for a developer’s
Description Network.
Service category & • Subsidiary
type • Procedural Service Category • Subsidiary
& Type • Procedural
• Contractor
Customer segment • Contractor
• Consultant Customer Segment
• Consultant
• Passport copy or Emirates ID
Documents • Building Permit NOC From DEWA • Network drawing with full details
Documents Required
required • Building permit, Completion certificate & Letter from • Full study for the daily water requirement
Dubai Municipality Service • Official letter from Developer or consultant for
Service Requirements consultation and getting approval
Online application with all required documents
requirements • Developer or consultant will submit an official letter for
• Apply through DEWA website and attach all required consultation and getting approval
documents. • Appointment with the relevant Department
• DEWA will visit the site and issue Estimate • The relevant department will study the request and
Application Process Application Process provide consultation with recommendations.
• Pay through any DEWA-approved payment channel
• After payment and site readiness, the water will be • Developer or consultant will modify according to the
connected within 3 days. recommendations and meet the concerned department
to close the subject.
Service application
24/7 through DEWA website • Developer or consultant will receive the approval.
Timings
Service Application 07:30 am to 2:30 pm Water Distribution Projects
Service fees depend on daily water requirements, materials,
Service fees Timings department – ( Al Quoz Sustainable Building)
pipes and any meters required
Service Fees Free
Service integration
N/A
with other services Service Integration
N/A
with other services
Partner
N/A
organisations Partner
N/A
organizations
Where applications
DEWA website
can be sent Where applications Water Distribution Projects Department (Al Quoz
can be submitted Sustainable Building)
Application Form DEWA Application for new water connection (available on
for this Service website) Application Form
N/A
for this Service
Time required to
3 working days
deliver this service Time Required to
3 working days
Deliver this Service
Package N/A
Package N/A
Applicants should settle the estimate amount within one
Service limitations
year, otherwise the application will be cancelled. Service Limitations N/A

30 31
WATER MAINTENANCE

WATER MAINTENANCE SERVICES

SERVICES

Service Maintaining water network and resolving water technical

Description complaints

Service Category • Supplementary

& Type • Procedural
• Residential
• Commercial
• Industrial
Customer Segment
• Government
• Contractor
• Consultant
Documents Required N/A

Service • Customer Account

Requirements • Location
• Apply through DEWA Customer Care Centre by calling
991 or through DEWA website
• Concerned department to receive the complaint and
Application Process register in system
• Investigation and necessary action taken by technicians
• Close the complaint in the system
Service Application
24/7 through DEWA website
Timings
In case breakage is caused by any party they have to pay the
Service Fees
availed cost
Service Integration
N/A
with other services
Partner
RTA, Dubai Municipality, Dubai Police and Etisalat
organizations

Where applications • Customer Care Centre

can be submitted • DEWA website
Application Form
Not Available
for this Service

Time Required to • 2 hours (minor complaints)

Deliver this Service • 4 hours major complaints (main line breakage)
Package N/A
Service Limitations N/A

32 33
 CUSTOMER AND
BILLING SERVICES

34 35
 ACTIVATION OF ELECTRICITY/WATER (MOVE IN) SERVICE
ELECTRICITY/WATER
(MOVE IN) SERVICE
ACTIVATION OF

Connecting electricity and water supplies to your new • Intergration with RERA Tenancy contract registration
Service Description Service Integration
premises • Intergration with Smart Dubai Government for online
with other services
• Subsidiary payment
Service Category &
Type • Procedural Partner Real Estate Management Companies (through Government
organizations Integration between DEWA and Land Department)
• Residential
• Customer Happiness Centres
• Commercial
Customer Segment • DEWA website
• Industrial
Where applications • DEWA Smart App
• Government can be submitted
• Real Estate management companies (through
• EJARI-valid for at least one month (for tenants) Government integration between DEWA and Land
• Title deed (for owners) Department)
• Emirates ID Application Form
Documents Required Move-in Application
• Trade licence (for commercial and industrial customers) for this Service
- application must be signed and sealed.
Time Required to • Water and electricity supply is connected within 24
• Passport copy (for GCC Nationals / Investors) Deliver this Service hours of payment of the security deposit
- The key requirement is a security deposit Package N/A
• AED 2,000 for a Flat (Residential Premises) Service Limitations N/A
Service • AED 4,000 for a Villa (Residential Premises) • Previous final bill of the premise should be settled
Requirements - For non-residential premises, the security deposit is before applying for this service for any amounts due
• In case supply is not activated within 24 hours after
calculated based on the premise’s consumption.
security deposit payment, please call 991 to assist you
Notes
- Move-in date • All landlords must pay security deposit for premises
under maintenance
• Submitting request for Move in
• Local landlords must provide DEWA with a pledge to
• Getting a reference number for tracking of request. take responsibility of monthly dues
Application Process • Paying security deposit and activation fees
• Connecting the electricity and water supply
within 24 hours
• 24/7 through smart app and DEWA website
Service Application • Customer Happiness Centres (refer pages 94-95)
Timings • Real Estate Management companies - as per their
applicable timings
Activation Charges
• AED 100 for connecting electricity and water (small
meters)
• AED 300 for connecting Electricity and water meters
(large meters)
Service Fees
• AED 10 for registration
• AED 10 for knowledge fee
• AED 10 for innovation fee
• Thukher and Sanad cardholders are entitled to a 50%
discount on activation charges

36 37
 DE-ACTIVATION OF ELECTRICITY/WATER (MOVE OUT) SERVICE
(MOVE OUT) SERVICE
ELECTRICITY/WATER
DE-ACTIVATION OF

Service Description Disconnecting water and electricity supplies of the premise Partner Real Estate Management Companies (through Government
organizations Integration between DEWA and Land Department)
Service Category & • Subsidiary
Type • Customer Happiness Centres
• Procedural
• DEWA website
• Residential
Where applications • DEWA Smart App
• Commercial can be submitted
Customer Segment • Real Estate management companies (through
• Industrial Government integration between DEWA and Land
• Government Department)
• Emirates ID Application Form
N/A
• Authorisation letter in case final bill is requested by a for this Service
Documents
representative (Residential) Time Required to • Final Bill will be sent via Email and SMS within 36 hours
Required
• Signed and sealed official letter (Commercial, Industrial Deliver this Service from request
and Government ) Package N/A
Service • Move out date and mobile number Service Limitations N/A
Requirements • Final bill payment, if required
Note N/A
• Submitting request for Move Out
• Getting a reference number for tracking of request.
• Disconnection of water and electricity supply
Application Process • Receiving Final Bill
• Paying Final Bill, if required
• Receiving refunds, if any, through IBAN transfer or
cheque
• 24/7 through smart app and DEWA website
Service Application • Customer Happiness Centres (refer pages 94-95)
Timings • Real Estate Management companies - as per their
applicable timings
De-activation Charges
• AED 100 for disconnecting electricity and water (small
meters)
• AED 300 for disconnecting Electricity and water meters
Service Fees (large meters)
• AED 10 for knowledge fee
• AED 10 for innovation fee
• Thukher and Sanad cardholders are entitled to a 50%
discount on De-activation charges
• Integration with RERA Tenancy contract registration
Service Integration
with other services • Integration with Smart Dubai Government for online
payment

38 39
 TRANSFER OF ELECTRICITY/WATER (MOVE TO) SERVICE
ELECTRICITY/WATER
(MOVE TO) SERVICE
TRANSFER OF

Move To is a service available to customers who are shifting • Integration with RERA Tenancy contract registration
Service Integration
their premises within Dubai. Customers’ existing data will • Integration with Smart Dubai Government for online
Service Description with other services
be updated to the new premises and Security Deposit will be payment
transferred to the new premises.
Partner Real Estate Management Companies (through Government
Service Category & • Subsidiary organizations Integration between DEWA and Land Department)
Type • Procedural • Customer Happiness Centres
• Residential • DEWA Website
Customer Segment
• Commercial Where applications • DEWA Smart APP
can be submitted
• Ejari (for tenants) • Real Estate Management companies (through
• Title Deed (For Owners) Government integration between DEWA and Land
Documents Department)
• Emirates ID (except for GCC Nationals / Investors)
Required Application Form
• Trade License ( For commercial) N/A
for this Service
• Passport copy (For GCC Nationals / Investors )
Depends on dates selected by customers for Move out and
• Move Out Premise number Time Required to
Move in (Within 24 hours from the time provided) - subject
Deliver this Service
• Move Out date to required Security Deposit payment /transfer.
Service
• Move in Premise number Package N/A
Requirements
• Move in date - Settling the outstanding dues, if any, for existing premises
• Ejari number for Move in Premise Service Limitations before applying for Move To
-Customers have to pay security deposit online, if required
• Settling the outstanding dues, if any, for existing
premises before applying for Move To Note N/A
• Submitting request for Move To
• Getting a reference number for tracking of request
• Paying Security Deposit, if required
Application Process
• Connecting the Electricity & Water supply for Move in
premises
• Disconnecting the Electricity & Water supply for Move
out premises
• Getting Final Bill for Move out premises
• 24/7 through DEWA Website and Smart APP
Service Application • Customer Happiness Centres (refer to pages 92-93)
Timings • Real Estate Management companies– As per their
applicable timings
• AED 200 for connecting and disconnecting Electricity &
Water (small meters)
• AED 600 for connecting and disconnecting Electricity &
Water (large meters)
Service Fees • AED 10 for registration
• AED 20 for knowledge fee
• AED 20 for Innovation fee
• Thukher and Sanad Cardholders are entitled to a 50%
discount an connecting & disconnecting charges

40 41
 BILL PAYMENT SERVICE
BILL PAYMENT
SERVICE

Service description Bill payments Service Limitations N/A

Service category & • Subsidiary In case there was a disconnection due to non-payment
type Note of bill, reconnection will take place 4 hours after the bill
• Procedural
payment.
• Residential
• Commercial
Customer segment
• Industrial
• Government
Documents
N/A
required
Service Providing Contract Account Number that the customer
requirements wants to pay for.

Application Process Using one of DEWA’s payment channels to pay the bill

Service application • 24/7 through smart app and DEWA website

Timings • Customer Happiness Centres (refer pages 94-95)
Service fees No fee
Service integration
N/A
with other services
• Etisalat
• ENOC/EPPCO
Partner • Emirates POST
organisations • Banks (please check page 100 for a list of banks that
handle DEWA bill payments)
• Smart Dubai Government
• Customer Happiness Centres
• DEWA website
• DEWA Smart APP
• DEWA Self-service kiosk
• Banks
Bill Payment
channels • Mpay
• Emirates POST
• ENOC/EPPCO
• Etisalat public payment machines
• Tayseer (cheque deposit through Emirates NBD ATM
machines)
Application Form
N/A
for this Service
Time required to
Instant
deliver this service
Package N/A

42 43
 SOLAR RECONCILIATION TO WHOM IT MAY CONCERN CERTIFICATE
RECONCILIATION

MAY CONCERN
CERTIFICATE

TO WHOM IT
This service is given to customers registered in solar energy This Certificate is issued on customer request that all the
SOLAR

Service Description
supply to reconcile consumption with generated solar power Service Description outstanding is clear or of the customer is non DEWA account
Service Category & • Subsidiary holder
Type • Procedural Service Category & • Subsidiary
• Residential Type • Procedural
• Commercial • Residential
Customer Segment • Commercial
• Industrial Customer Segment
• Industrial
• Government
• Government
Documents
N/A 1. Passport copy or Emirates ID
Required
Documents 2. Premise Number or Account Number
Service
Customer has to be registered in solar energy supply Required 3. Final bill settled for Tenant only
Requirements
4. Outstanding Cleared for Landlord ( From SAP System)
- Customers registered in solar energy receive green bills
for their consumption 1. For Tenant: Final Bill to be settled, For Landlord:
Service Outstanding to be cleared
- If credit is due, additional kilowatts will be added to a Requirements
Application Process customer’s advanced credit 2. Fee charges to be paid
- In case consumption is higher than kilowatts credit, 1. Settle the final bill ( Tenant) or clear the outstanding
outstanding dues should be paid by the customer as per ( Landlord)
the slab tariff system
Application Process 2. Pay the fees
Service Application 3. Get the Certificate or get “To Whom it May Concern
Monthly
Timings Certificate”
Service Fees Free • For list of Customers Happiness Centres, please refer to
Service Application pages 94-95
Service Integration This service is linked with Solar energy supply and bill
Timings
with other services payment service • 24/7 DEWA Website and DEWA Smart App
For list of approved contractors please refer to: Service Fees AED 50
Partner
organizations [Link] Service Integration Final bill settlement then issuance of the certificate or “To
[Link] with other services Whom it May Concern Certificate”
Where applications Partner
N/A N/A
can be submitted organizations
Application Form • Customer Happiness Centres
N/A
for this Service Where applications
• DEWA website
Time Required to can be submitted
Monthly • Smart App
Deliver this Service
Application Form
Package N/A N/A
for this Service
Service Limitations N/A
• DEWA Website & Smart App - 3 working days
Time Required to • Customer Happiness Centres - Immediately
Deliver this Service • Serving Time in Customer Happiness Centres is
4 minutes
Package Final Bill with To Whom it May Concern Certificate
Service Limitations Certificate is valid for one month from issuance date

44 45
 ELECTRICAL VEHICLE (EV) REGISTRATION
REGISTRATION

Providing electrical vehicles with green charging services Instantly

Service Description
EV

and issuing monthly bills for it Average Waiting time in Customer Happiness Centres is 4
Time Required to
• Supplementary minutes
Service Category & Deliver this Service
Type • Procedural Average serving time in Customer Happiness Centres is 4
minutes
• Residential
Package N/A
• Commercial
Customer Segment Service Limitations N/A
• Industrial
• Government
• Passport copy or Emirates ID (for individuals)
• Trade Licence (Commercial & Industrial)
Documents Required
• Driving Licence
• Car ownership card
Service • Visiting Customer Happiness Centres and filling the
Requirements application along with required documents
• Visiting Customer Happiness Centres and filling the
application along with required documents
Application Process • Registration in System
• Paying security deposit
• Receiving the card
Service Application To view Customer Happiness Centres locations and timings
Timings please refer to pages 94-95
Service Fees Dhs 500
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
Customer Happiness Centres
can be submitted
Application Form
DEWA Application
for this Service

46 47
 ELECTRICAL VEHICLE (EV) FINAL BILL
FINAL BILL

Service Ending charging services for the electric vehicles and issuing Application Form
N/A
for this Service
EV

Description the final bill

Service Category • Supplementary Final bill is sent via email and SMS to customer within 36
& Type Time Required to hours from time of service termination request
• Procedural
Deliver this Service Average waiting time is 4 minutes
• Residential
Average serving time is 4 minutes
• Commercial
Customer Segment Package N/A
• Industrial
• Government Service Limitations N/A

• Passport or Emirates ID (for residential)

• Sealed and signed letter (for commercial and
Documents industrial)
Required
• Green Charger card
• Account number
• Account owner or delegate pays a visit to DEWA
Service Customer Happiness Centres
Requirements
• Paying final bill
• Account owner or his or her delegate must visit a
Customer Happiness Centre
• Receiving notification number via email and SMS to
follow up with status of request
Application Process • Issuing final bill
• Closing account
• Paying final bill
• Refunding the security deposit, if any
Service Application To view Customer Happiness Centres locations and timings
Timings please refer to pages 94-95
Service Fees Final Bill amount
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
Customer Happiness Centres
can be submitted

48 49
 HIGH / LOW CONSUMPTION ENQUIRIES
CONSUMPTION
HIGH / LOW

ENQUIRIES

This service is offered to all customers in case they noticed • Customer Happiness Centres
Service Description an unexpected increase or decrease in Electricity or Water Where applications • DEWA Website
consumption. can be submitted • Smart App
Service Category & • Supplementary • Customer Care Centre
Type • Procedural
Application Form
N/A
• Residential for this Service
• Commercial • Inquiry will be responded to within 7 working days
Customer Segment
• Industrial • Average waiting time in Customer Happiness Centres is 4
Time Required to
• Government minutes
Deliver this Service
• Emirates ID in case of personal visit to Customer • Average service time in Customer Happiness Centres is 4
Happiness Centre minutes
Documents
• Authorisation letter from the account owner in case a Package N/A
Required
representative is requesting the service on behalf of the Service Limitations N/A
owner.
In order to verify the accuracy of the meter, if required,
Service Notes meters will be tested in a DEWA lab and a new meter will be
Providing account number
Requirements installed for service continuity.
• Customer may communicate with DEWA through any of
the available service channels to enquire about high or
low consumption.
• A notification number will be sent to customer through
Application Process
SMS & Email, which can be used for tracking the status
of the request
• Feedback will be sent to customers through Email and
mail box
• To view Customer Happiness Centres’ locations and
Service Application timings please refer to pages 94-95
Timings • 24/7 through Smart App, DEWA website and Customer
Care Centre
After the inspection, if it turned out that the meter has
been working properly, inspection fees will be debited on
customers upcoming bill as follows:-
Service Fees • 30 AED for small meters
• 75 AED for large meters
‘Thukher’ cardholders are entitled to a 50% discount on
service fees only.
Service Integration
N/A
with other services
Partner
N/A
organizations

50 51
 GENERAL ENQUIRIES BILL ENQUIRY
ENQUIRIES
GENERAL

ENQUIRY
General enquires by customers about billing services and This service is for customers who want to know about tariffs,
Service Description Service description

BILL
procedures. connections, and consumption rates.
• Subsidiary • Supplementary
Service Category & Service category &
• Procedural • Informational
Type type
• Informational • Procedural
• Residential • Residential
• Commercial • Commercial
Customer Segment Customer segment
• Industrial • Industrial
• Government • Government
Documents • Emirates ID card of the account owner
Emirates ID Documents
Required • Authorisation letter from account owner in case of a
required
Service representative
Clarify the nature of the enquiry.
Requirements Service
Provide account number
Use one of DEWA’s touch points such as Customer Happiness requirements
Application Process
Centre or Customer Care Centre to get this service • Customers may communicate through any service
channel and ask for clarification
Service Application • Customer Happiness Centres (refer to pages 94-95 )
Timings Application process • Customers will get a reference number by email and SMS
• Customer Care Centre (24/7)
to follow up with the status of their enquiry
Service Fees Free • Customers will receive feedback by e-mail and post
Service Integration • To view Customer Happiness Centre locations and
N/A
with other services Service application timings please refer to pages 94-95
Partner timings • 24/7 via smart app, DEWA website and
N/A
organizations Customer Care Centre

Where applications • Customer Happiness Centres Service fees Free

can be submitted • Customer Care Centre Service integration
N/A
Application Form with other services
N/A
for this Service Partner
N/A
Time Required to organisations
Immediately
Deliver this Service • Customer Happiness Centres
Package N/A Where applications • DEWA website
Service Limitations N/A can be made • DEWA smart APP
• Customer Care Centre
Application form
N/A
for this service
• The enquiry will be resolved and communicated within
7 days
• Average waiting time in Customer Happiness Centres is
Time required to
5 minutes
deliver this service
• Average service time in Customer Happiness Centres is
4 minutes

Package N/A
Service limitations N/A

52 53
UPDATE CUSTOMER

UPDATE CUSTOMER INFORMATION

INFORMATION

This service helps customers to update their personal • AED 10 Service charges for requests received through
information with DEWA such as mobile number, email DEWA Customer Happiness Centres
Service Description
address, PO box number etc. in order to receive monthly
Service Fees • Free for ’Thuker ‘ and ‘Sanad’ cardholders
bills and notifications through SMS and Email.
• Free Service through DEWA Website and
Service Category & • Supplementary DEWA Smart App.
Type • Procedural
Service Integration
N/A
• Residential with other services
• Commercial Partner
Customer Segment N/A
• Industrial organizations
• Government • Customer Happiness Centre
Documents Where applications • DEWA website
Emirates ID for account holder
Required can be submitted • Smart App
• Account number • Customer Care Centre
Service
Requirements • Attendance of the Account holder or a written Application Form
authorisation letter in case of a representative N/A
for this Service
 Procedure through website and smart app • Immediate Update for requests through Online / Smart
Customer may instantly update his/her information Application.
by filling the required fields and submitting • 3 working days for requests through Customer
the information Time Required to Happiness Centre.
 Procedure through Customer Happiness Centres Deliver this Service • Waiting time in Customer Happiness Centres is 4:00
Step 1: filling application with the updated information Minutes
and submitting it at a Customer Happiness • Service time in Customer Happiness Centres is 4:00
Centre Minutes
Step 2: Customer will receive reference number through Package N/A
Application Process email and SMS to review service status
Service Limitations N/A
Step 3: Information will be updated within 3 days
 Procedure through Customer Care Centre In case of enquiry related to updating contact information
which was done through DEWA website or Smart App ,
Step 1: Sending email to Customer Care Centre with the
Notes customer can contact Customer Care Centre on 04-6019999
new information customer wants to update to
or raise enquiry through DEWA website [Link] or
customercare@[Link]
DEWA Smart App.
Step 2: C
 ustomer will receive reference number through
email and SMS to review service status
Step 3: Information will be updated within 3 days

• To view Customer Happiness Centres’ locations and

Service Application timings please refer to pages(94-95)
Timings • 24/7 via smart app, DEWA website and
Customer Care Centre

54 55
ADVISORY
SERVICES
 TRAIL PIT OR OVERHEAD LINE
CLEARANCE VERIFICATION &
STANDBY SITE SUPERVISION TRIAL PIT OR OVERHEAD LINE (OHL) CLEARANCE
STANDBY SITE
SUPERVISION

VERIFICATION & SUPERVISION

SUPERVISION
To provide supervision during construction activities in
the vicinity of 400/132 kV cables or overhead lines (OHLs) To verify the clearance of Transmission lines for 400/132kV
Service description Service
or within DEWA’s corridor to give advice on safety and cables or overhead lines (OHLs), and their equipment within
protection methods. Description
the proposed scope of work for NOC applications.
Service category & • Subsidiary Service Category • Subsidiary
type • Procedural & Type • Procedural
• Government • Government
Customer segment • Contractor Customer Segment • Contractor
• Consultant • Consultant
Documents Documents
DEWA Construction NOC Documents DEWA Trial pit NOC Documents
required Required
Service Service
Applicants must have a valid construction NOC. To have valid Trial pit NOC.
requirements Requirements
1. How to request by fax or e-mail 1. How to request by fax or e-mail
Fill in the request form with the required information sent Fill in the request form with the required information sent
by fax 04 322 9095 or e-mail [Link]@[Link] by fax 04 322 9095or e-mail [Link]@[Link]
2. How to send an official request by hand
2. How to send an official request by hand Fill in the request form with required information and
Fill in the request form with required information and deliver it to either of the following locations:
deliver it to either of the following locations: Application Process • DEWA, At Hudaiba yard office number 2.
Application Process • TLM department, NOC section, 2nd Floor DEWA Warsan
• DEWA, At Hudaiba yard office number 2. Administration building.
• TLM department, NOC section, 2nd Floor DEWA Warsan 3. How to send an official request online
Administration building. Fill in the online request form with required information
in DEWA website ([Link]
3. How to send an official request online anonymous) and submit.
Fill in the online request form with required information
in DEWA website ([Link] Service Application During official working hours Sunday to Thursday
anonymous) and submit the request. Timings (7:30am to 2:30pm).
Service application During official working hours Sunday to Thursday Service Fees Free
Timings (7:30am to 2:30pm).
Service Integration
Transmission lines -NOC
Service fees Free with other services
Service integration Partner
Transmission lines -NOC N/A
with other services organizations
Partner • DEWA, Al Hudaiba yard office number 2.
N/A Where applications
organisations • TLM department, NOC section, 2nd Floor DEWA Warsan
can be submitted
• DEWA, Al Hudaiba Yard Office number 2. Administration building.
Where applications
can be sent • TLM department, NOC section, 2nd Floor DEWA Warsan Application Form Filled Transmission line work notification & supervision
Administration building. for this Service request
Application Form Filled Transmission line work notification/supervision Time Required to
2 working days.
for this Service request Deliver this Service
Time required to Package N/A
2 working days
deliver this service
Service Limitations N/A
Package N/A
Service limitations N/A

58 59
 TRANSFORMER OIL TESTING SERVICE
TRANSFORMER
OIL TESTING
SERVICE

Providing periodic testing of insulating oil to monitoring the

Service
condition of transformer oil used in electrical transformers Rate Testing
Description SI. Time /
and other electrical-insulating equipment. Description of Test Per Test
No (Dhs.) one
• Subsidiary Sample
Service Category
& Type • Procedural 5 Inhibitor Content 415.00 3 Hrs

Customer Segment DEWA Contractor 6 Furan Analysis 1,110.00 3 days

Documents 7 Color and Appearance 315.00 2 Hrs

N/A
Required 8 Kinematic Viscosity 425.00 3 Hrs
To use this service, customers should send a letter 9 Flash Point 715.00 3 Hrs
Service
requesting the service from TAM - Oil lab. This should include
Requirements Service Fees 10 Oxidation Stability 4,480.00 2 months
details on the number of samples and required tests.
• Send the test requisition to the Transmission Asset 11 Degree of Polymerization 2,655.00 4 days
Management Department’s Transformer oil testing 12 Corrosive Sulphur Test 3,090.00 4 days
laboratory showing the number of samples and tests
required to the DEWA Transformer Oil Laboratory, DEWA 13 Dissolve Gas Analysis 1,890.00 One Day
Warsan Complex, Academic City Road, Dubai, e-mail 14 Passivator Analysis 1,120.00 One Day
tamoillab@[Link], or call 04 889 2162, 04 889
2163 or 04 889 2155 Dielectric Dissipation Factor
15 660.00 4 Hrs
and D.C. Resistivity
• Submit the test samples to the laboratory according to
the standard specifications and showing the test type 16 Particle Count 405.00 3 Hrs
required and number of samples
• After receiving the samples, the oil lab calculate the
Application Process amount fees for testing Service Integration
N/A
• The customer will be asked to pay the fees at any DEWA with other services
Customer Happiness Centre and will receive payment
receipt Partner
N/A
organizations
• Send a soft copy of the payment receipt to the oil lab by
email or send a hard copy directly to the lab DEWA transformer oil laboratory, DEWA Warsan Complex,
Where applications
Academic City Road, Dubai, or
• Reports will be received directly from the lab at can be submitted
e-mail tamoillab@[Link]
Warsan or the lab will send soft copies of the reports to
customers by e-mail from tamoillab@[Link] after Application Form
Request from customer for transformer oil testing service
confirmation of prompt payment of the fees according for this Service
to number of samples and tests required
Time Required to Depends on number of samples and type of tests requested.
Service Application 7:30 AM - 2: 30 PM Sunday to Thursday Deliver this Service Please refer to rates table above.
Timings (Official working hours) Package N/A
On chargeable basis Service Limitations N/A
Rates for Transformer Oil Testing Services / Testing Time
for one sample

Rate Testing
SI. Time
Description of Test Per Test / one
No (Dhs.) Sample
Service Fees
1 Water Content 320.00 2 Hrs
2 Break-down Voltage 310.00 3 Hrs
3 Acidity 480.00 3Hrs
4 Interfacial Tension 430.00 3 Hrs

60 61
 ENERGY AUDIT SERVICE
ENERGY AUDIT
SERVICE

DEWA conducts energy audit service free of charge for its

customers’ buildings, where DEWA’s engineers visit the
Service Description building to gather different data about all its facilities and
identifies the conservation opportunities and provides
customer energy audit report.

Service Category & • Subsidiary

Type • Procedural
• Commercial
Customer Segment • Industrial
• Government
Documents
N/A
Required
1. Customer or Organization Name
2. Building Type.
3. Account Numbers (Electricity & Water)
Service
4. Address
Requirements
5. Number of buildings to be audited.
6. Concerned Person
7. Contact person (Mobile & email of the contact person)
1. To make a request for the energy audit by applying in
DEWA website
2. Book an appointment with the client for the site visit
Application Process 3. Energy Audit Team conduct site visit to the client
building
4. Prepare audit report to be sent to customer for study
and implementation

Service Application 7:30 AM – 2:30 PM Sunday to Thursday

Timings (Official working hours)
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website [Link]
can be submitted
Application Form
Online request through DEWA website
for this Service
Time Required to
10 Working Days for each building
Deliver this Service
Package N/A
Service Limitations N/A

62 63
 NO
OBJECTION

NO OBJECTION
CERTIFICATES
 NO OBJECTION CERTIFICATE (NOC)
NOC GENERAL

FOR GENERAL PROJECTS

PROJECTS

Application for General Projects NOC, in which the 1. Work within right of way
Consultant or Contractor requests DEWA’s Approval for
Service description design and construction drawings respectively, before • Apply online for a NOC on the RTA System (e-NOC) through
starting the construction within the Right of Way (ROW) or the link: [Link]
within or adjacent to DEWA’s assets and corridors. • For online application, customers should attach their
• Subsidiary requirements as mentioned in the NOC submission
Service category &
guidelines
type • Procedural • For manual applications, get the online RTA reference
• Residential number from e-NOC and upload the necessary documents
Application process
on the DEWA Customer Portal at
• Government
Customer segment [Link]
• Contractor
• Consultant [Link] inside DEWA land and premises
Documents • N
 OC applications that don’t need to be made on the RTA
Trade license
required E-NOC system for DEWA-related projects can be done on
1. Covering Letter the DEWA customer portal at
[Link]
2. Affection plan
3. Key plan showing the proposed work in Dubai map Service application
24/7 through DEWA and RTA Website
timings
4. General layout plan showing proposed work (DTLM
coordinates) Service fees Free
5. Detailed Cross sections drawings showing the Service integration
distribution of services corridor along with proposed N/A
with other services
work as per RTA ROW cross section or Approved master
Service plan for major projects Partner
RTA
requirements organisations
6. Trial pit /site verification from concerned departments.
7. Detailed program of proposed work Where applications
DEWA and RTA Website
can be made
8. Contractor’s emergency contact details
Application form
9. Detailed Method of statement (for working near or N/A
for this service
above or below DEWA services )
Note: For specific submission requirements depending on Time required to
10 Working days
the project, please refer to detailed submission guidelines deliver this service
available at [Link] Package N/A
NOC applications on the RTA E-NOC system will be
automatically cancelled if:
1. The customer fails to obtain NOC approval for the online
Service limitations and manual NOC submission within 60 days.
2. The customer fails to make the RTA E-NOC application

GO D
on the DEWA Customer Portal, providing an RTA-NOC

AHEA
application reference number, within 7 working days
For NOC Submission Guideline, upload the soft copy from
Notes
[Link]

66 67
 NO OBJECTION CERTIFICATE (NOC)
CONNECTION

FOR HOUSE CONNECTION

NOC HOUSE

Application for House Connection NOCs are needed for when 1. Work within right of way
a customer requests approval from DEWA before starting
Service description
the construction works within the Right of Way (ROW) to • A pply for NOC online on the RTA System (e-NOC) through
connect the plot service to the relevant utility network. the link: [Link]
• Subsidiary • For online applications, customers should attach their
Service category &
requirements as mentioned in the NOC submission
type • Procedural guidelines
• Government • For manual application, get the online RTA reference
Customer segment number from e-NOC and upload necessary documents on
• Contractor Application process
the DEWA customer portal at
Documents [Link]
Trade license
required
2. Work inside DEWA lands and premises
1. Covering Letter
2. Affection plan • N
 OC applications that don’t need to be made on the RTA
3. Key plan showing the proposed work in Dubai map E-NOC system (DEWA Related Projects) can be made on
DEWA’s customer portal at
4. General layout plan showing proposed work (DTLM
[Link]
coordinates)
5. Detailed Cross sections drawings showing the Service application
24/7 through DEWA and RTA Website
distribution of services corridor along with proposed timings
work as per RTA ROW cross section or Approved master Service fees Free
Service plan for major projects
requirements Service integration
6. Trial pit /site verification from concerned departments. N/A
with other services
7. Detailed program of proposed work
Partner
8. Contractor’s emergency contact details RTA
organisations
9. Detailed Method of statement (for working near or
above or below DEWA services ) Where applications
DEWA and RTA Website
can be made
Note: For specific submission requirements depending on
the project, please refer to detailed submission guidelines Application form
N/A
available at [Link] for this service
Time required to
5 Working days
deliver this service
Package N/A
NOC applications on the RTA E-NOC system will be
automatically cancelled in the following cases:
1. The customer fails to obtain NOC approval for the online
Service limitations and manual NOC submission within 60 days.
2. The customer fails to make the RTA E-NOC application
on DEWA Customer Portal, providing the RTA-NOC
application reference number, within 7 working days.
For the NOC submission guidelines, upload the soft copy
Notes
from [Link]

68 69
 NO OBJECTION CERTIFICATE (NOC)
FOR ROAD PROJECTS
NOC ROAD
PROJECTS

Application for Road Projects NOC, in which the Consultant 1. Work within right of way
or Contractor requests approval from DEWA for Design or
Service
Construction Drawings respectively, before starting the • Apply for NOC online on the RTA System (e-NOC) through
Description
construction works within the Right of Way (ROW) or within the link: [Link]
or adjacent to DEWA assets and corridors. • For online applications, customers should attach their
• Subsidiary requirements as mentioned in the NOC Submission
Service Category
Guidelines
& Type • Procedural • For manual application, get the online RTA reference
• Government number from e-NOC and upload necessary documents
Application Process
on DEWA Customer Portal at
Customer Segment • Contractor
[Link]
• Consultant
Documents 2. Work inside DEWA Reservations & Premises
Trade license
Required
• N
 OC applications that do not need to be made on the RTA
1. Covering Letter E-NOC system (DEWA Related Projects) can be done on the
2. Affection plan DEWA Customer Portal at
[Link]
3. Key plan showing the proposed work in Dubai map
4. General layout plan showing proposed work (DTLM Service Application
24/7 through DEWA and RTA Website
coordinates) Timings
5. Detailed Cross sections drawings showing the Service Fees Free
distribution of services corridor along with proposed
Service Integration
work as per RTA ROW cross section or Approved master N/A
Service with other services
plan for major projects
Requirements Partner
6. Trial pit /site verification from concerned departments. RTA
organizations
7. Detailed program of proposed work
Where applications
8. Contractor’s emergency contact details DEWA and RTA Website
can be submitted
9. Detailed Method of statement (for working near or
above or below DEWA services ) Application Form
N/A
for this Service
Note: For specific submission requirements depending on
the project, please refer to detailed submission guidelines Time Required to
14 Working days
available at [Link] Deliver this Service
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:
1. The customer fails to obtain NOC approvals for the
Service Limitations online and manual NOC submission within 60 days.
2. The customer does not make the RTA E-NOC application
on DEWA Customer Portal, with the RTA-NOC application
reference number, within 7 working days.
For NOC Submission Guideline, upload the soft copy from
Notes
[Link]

70 71
 NO OBJECTION CERTIFICATE (NOC)
NOC NETWORK

FOR NETWORK SERVICES

SERVICES

Application for Network NOC, in which the Consultant or

1. Work within right of way
Contractor requests DEWA’s Consultants and Contractors
Service can request approval from DEWA for Design or Construction
• Apply for NOC online on the RTA system (e-NOC) through
Description Drawings respectively, before starting any construction
the link: [Link]
works within the Right of Way (ROW) or within or adjacent to
• For online applications, customers should attach their
DEWA’s assets and corridors.
requirements as mentioned in the NOC Submission
Service Category • Subsidiary Guidelines.
& Type • Procedural • For manual application, get the online RTA reference
number from e-NOC and upload the necessary
Application Process
• Government documents on the DEWA Customer Portal at
Customer Segment • Contractor [Link]
• Consultant
2. Work inside DEWA lands & premises
Documents
Trade license •  NOC applications which do not require to be submitted
Required
through RTA E-NOC system (DEWA Related Projects) can
1. Covering Letter be submitted through DEWA Customer Portal at
2. Affection plan [Link]
3. Key plan showing the proposed work in Dubai map
Service Application
4. General layout plan showing proposed work (DTLM 24/7 through DEWA and RTA Website
Timings
coordinates)
Service Fees Free
5. Detailed Cross sections drawings showing the
distribution of services corridor along with proposed Service Integration
Not Available
work as per RTA ROW cross section or Approved master with other services
Service plan for major projects
Requirements Partner
6. Trial pit /site verification from concerned departments. RTA
organizations
7. Detailed program of proposed work Where applications
DEWA and RTA Website
8. Contractor’s emergency contact details can be submitted
9. Detailed Method of statement (for working near or Application Form
above or below DEWA services ) N/A
for this Service
Note: For specific submission requirements depending on
Time Required to
the project, please refer to detailed submission guidelines 14 Working days
Deliver this Service
available at [Link]
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:
1. The customer fails to obtain NOC approvals for the
Service Limitations online and manual NOC submission within 60 days.
2. The customer does not make the RTA E-NOC application
on DEWA Customer Portal, with the RTA-NOC application
reference number, within 7 working days.
For NOC Submission Guidelines, upload the soft copy from
Notes
[Link]

72 73
ELECTRICITY AND WATER

REQUEST FOR INFORMATION NOC FOR

INFORMATION NOC

DEWA ELECTRICITY AND WATER SERVICES

SERVICES

Application for Information about DEWA assets and services 1. Work within Right of Way
Service (Existing, Ongoing, and Proposed) in the Right of Way (ROW)
Description or corridors that might be influenced by or influence the •  Apply for NOC online on the RTA System (e-NOC) through
proposed project’s scope of work. the link: [Link]
• Subsidiary •  For online applications, customers should attach their
Service Category
requirements as mentioned in the NOC Submission
& Type • Procedural Guidelines.
• Government •  For manual applications, get the online RTA reference
number from e-NOC and upload the required documents
Customer Segment • Contractor Application Process
on DEWA Customer Portal at
• Consultant [Link]
Documents
Trade license 2. Work inside DEWA lands and premises
Required
1. Covering Letter •  NOC applications which do not require to be submitted
2. Affection plan through RTA E-NOC system (DEWA Related Projects) can
be submitted through DEWA Customer Portal at
3. Key plan showing the proposed work in Dubai map
[Link]
4. General layout plan showing proposed work (DTLM
coordinates) Service Application
24/7 through DEWA and RTA Website
Timings
5. Detailed Cross sections drawings showing the
distribution of services corridor along with proposed Service Fees Free
work as per RTA ROW cross section or Approved master
Service Service Integration
plan for major projects N/A
Requirements with other services
6. Trial pit /site verification from concerned departments.
Partner
7. Detailed program of proposed work RTA
organizations
8. Contractor’s emergency contact details
Where applications
9. Detailed Method of statement (for working near or DEWA and RTA Website
can be submitted
above or below DEWA services )
Application Form
Note: For specific submission requirements depending on N/A
for this Service
the project, please refer to detailed submission guidelines
available at [Link] Time Required to
5 working days
Deliver this Service
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:

1. The customer fails to obtain NOC approvals for the

Service Limitations online and manual NOC submission within 60 days.

2. The customer does not make the RTA E-NOC application

on DEWA Customer Portal, with the RTA-NOC application
reference number, within 7 working days.
For NOC Submission Guidelines, please upload the soft copy
Notes
from [Link]

74 75
 NO OBJECTION CERTIFICATE (NOC) FOR TRIAL TRENCH
NOC FOR TRIAL

1. Work within right of way

TRENCH

Application for a Trial Pit NOC before starting construction

on the project site, in which the customer requests DEWA
Service Description •  Apply for NOC online on the RTA System (e-NOC) through
approval and conditions to expose existing services in the
Right of Way (ROW) or corridors. the link: [Link]
•  For online applications, customers should attach their
Service Category & • Subsidiary requirements as mentioned in the NOC Submission
Type • Procedural Guidelines
•  For manual applications, get the online RTA reference
Customer category Contractor
number from e-NOC and upload the required documents
Application Process
Documents Re- on the DEWA Customer Portal at
quired for DEWA Trade license [Link]
enrollment
2. Work inside DEWA lands & premises
1. Covering Letter
2. Affection plan • NOC applications which do not need to be made on the
3. Key plan showing the proposed work in Dubai map RTA E-NOC system (DEWA Related Projects) can be done
on the DEWA Customer Portal at
4. General layout plan showing proposed work (DTLM [Link]
coordinates)
5. Detailed Cross sections drawings showing the Service Application
24/7 through DEWA and RTA Website
distribution of services corridor along with proposed Timings
work as per RTA ROW cross section or Approved master Service Fees Free
Service plan for major projects
Requirements Service Integration
6. Trial pit /site verification from concerned departments. N/A
with other services
7. Detailed program of proposed work
Partner
8. Contractor’s emergency contact details RTA
organizations
9. Detailed Method of statement (for working near or
Where applications
above or below DEWA services ) DEWA and RTA Website
can be submitted
Note: For specific submission requirements depending on
the project, please refer to detailed submission guidelines Application Form
N/A
available at [Link] for this Service
Time Required to
5 working days
Deliver this Service
Package N/A
Automatic cancellation of the NOC application from RTA
E-NOC system for the following cases:

1. The customer fails to obtain NOC approvals for the

Service Limitations online and manual NOC submission within 60 days.

2. The customer does not make the RTA E-NOC application

on DEWA Customer Portal, with the RTA-NOC application
reference number, within 7 working days.
For NOC Submission Guideline, upload a soft copy from
Notes
[Link]

76 77
NOC FOR BUILDING

NO OBJECTION CERTIFICATE FOR BUILDING NOCs (NO OBJECTION CERTIFICATES ) -ELECTRICITY

PERMIT (WATER)

BUILDING NOC
(ELECTRICITY)
BUILDING PERMIT (WATER)
DEWA offers this service to enrolled consultants &
Service Service Description contractors to issue Building NOCs through DEWA E-Services
Issuing No Objection Certificate for Building permit available at DEWA website [Link]
Description

Service Category • Subsidiary Service Category & • Subsidiary

& Type • Procedural Type • Procedural

• Contractor • Contractor
Customer Segment Customer Segment
• Consultant • Consultant

• Affection Plan • Latest Affection Plan issued from Dubai Municipality /

Documents Concerned Authority
• Internal Network Drawings
Required • Site setting out plan with meter location
• Details of Daily Water Requirements Documents
Required • Load schedules with Connected Load / Maximum
Service demand
Online application with all required documents
Requirements
• Passport copy / Emirates ID of owner
• Apply through DEWA website or Dubai Municipality
Service
website and attach all required documents To be enrolled in DEWA Online Services [Link]
Requirements
• Receive the application
Application Process 1. Apply through DEWA website [Link].
• DEWA will study the application and provide remarks/
approval 2. Choose “DEWA Website  Consultants & Contractors 
• Issue of No objection Certificate Services  NOC Services  Building NOC”
3. Entry of Emirates ID / Trade License / Idbera number
Service Application
24/7 through DEWA or Dubai Municipality website used for registering project owner
Timings
4. Move to Owner Registration page and search by
Service Fees Free identifying the category
Service Integration 5. If the owner name does not appear while searching,
N/A
with other services register the owner by selecting “create owner “and
Application Process
Partner update the required details.
Dubai Municipality
organizations 6. Select Type of procedure as per your requirement e.g.
Where applications • DEWA website New, Revision, Renewal
can be submitted • Dubai Municipality website 7. Fill-up mandatory fields, then click “Submit Application”(1)

Application Form
No Objection Certificate for Building Permit Important Note: The projects which requires DM (Dubai
for this Service
Municipality) building permit, application for Building NOC
Time Required to
3 working days is to be submitted through Dubai Municipality Portal for
Deliver this Service
building permits.
Package N/A
Service Application
Service Limitations N/A 24/7 through DEWA website
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations

78 79
 NO OBJECTION CERTIFICATE FOR

DEMOLITION NOC
BUILDING NOC
(ELECTRICITY)

DEMOLITION (WATER)

(WATER)
Service Description Issuing No Objection Certificate for a demolition
Where applications
DEWA website
can be submitted Service Category & • Subsidiary
Application Form Type • Procedural
N/A
for this Service • Contractor
Customer Segment
Time Required to • Consultant
4 working days
Deliver this Service
Documents • Affection Plan
Package N/A Required • Trade License
Validity of Building NOC: Service
Online application with all required documents.
• 2 years for Normal growth area Requirements
Service Limitations • 1 year for Major Projects area • Apply through DEWA website and attach all required
• Application is automatically cancelled by system in case documents.
of not resubmitted by contractor / consultant within 10 • Coordinate with Customer Billing department for
working days of being returned from DEWA pending bills and financial requirements.
(1) • Pay financial requirements through DEWA approved
Application Process payment channels.
• System will automatically generate application
reference number (111xxxx) • Coordinate with Customer Billing department for Final
• Customer will be able to track the status of the Bills.
application through DEWA E-Services using the above • Disconnect the water supply.
Notes
reference number • The NOC will be issued within 3 Working Days.
** Application is automatically cancelled in case if it was
returned by DEWA and not resubmitted by Contractor / Service Application
24/7 through DEWA website
Consultant within 10 Working Days Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website
can be submitted
Application Form
No Objection Certificate for Demolishing form
for this Service
Time Required to
3 working days
Deliver this Service
Package N/A
Service Limitations N/A

80 81
 DEMOLITION NOCS (NO OBJECTION CERTIFICATES) –
DEMOLITION NOC
(ELECTRICITY)

ELECTRICITY Package N/A

DEWA Offers Demolition NOC Service to registered
Service Limitations Demolition NOC is valid for 6 months
Service Description Contractors through E-Services available on DEWA website
[Link] (1)
• System will automatically generate application
Service Category & • Subsidiary
reference number (30xxxx)
Type • Procedural Notes
• Customer will be able to track the status of the
• Contractor application through DEWA E-Services using the above
Customer Segment reference number
• Consultant
1. Owner Passport copy
2. Affection Plan
Documents 3. Site plan indicating the area for demolition
Required
4. No Demand Certificate from DEWA stating the
settlement of final Bill pertaining to the building
proposed for demolition
• Submit request through E-Services on DEWA Website
Service [Link]
Requirements • Shifting / Removal of cables or equipment existing in
site required to be demolished
1. Application submission through [Link]
2. Choose “Consultants & Contractors  Services  NOC
Services  Demolition NOC
3. Entry of Emirates ID / Trade License / Idbera number
used for registering project owner
4. Move to Owner Registration page and search by
Application Process identifying the category
5. If the owner name does not appear while searching,
register the owner by selecting “create owner “and
update the required details.
6. Select Type of procedure as per your requirement e.g.
New, Revision, Renewal
7. Fill-up mandatory fields, then click “Submit Application”(1)
Service Application
24/7 through DEWA website
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
N/A
organizations
Where applications
DEWA website
can be submitted
Application Form
N/A
for this Service
Time Required to
5 working days
Deliver this Service

82 83
 IMPORTANT
INFORMATION

84 85
ENROLLMENT OF CONSULTANTS

ENROLLMENT OF CONSULTANTS & CONTRACTORS

& CONTRACTORS

Service Through this service, Contractors & Consultants will be able to use and benefit b. Contractors
Description from DEWA Online Services
Service • Subsidiary Documents / Requirements
Category &
Type • Procedural

Supervising Engineer’s
copy issued by Depart-

Practical Experience
passport copy along
Development Dubai

Other requirements
Valid Trade License

ment of Economic
• Contractor

with visa page.

Customer

Qualification
Certificates
Experience
Segment • Consultant Category

a. Consultants

Documents / Requirements

Contractor √ √ √ √ List of technical staff

issued by Department of Eco-
Mini-
nomic Development Dubai
Electrical within company with

passport copy along with

Valid Trade License copy

Service

Experience Certificates
Supervising Engineer’s
mum

Practical Experience

Other requirements
Require- copies of valid employ-
1 Year
ments visa

Qualification
ments
Category visa page.
Contractor √ √ √ √
Civil

Contractor √ √ √ √ Mini- ** List of technical

Electrical mum staff within company
Fit out 1 Year with copies of valid
employment visa
Consultant ** Attend DEWA certi-
General (Civil, fied solar professional
√ √ √ √ - Training and pass the
Structural,
Architectural) exam
Documents
Required Contractor √ √ √ √
Mini-
Consultant Demolition
√ √ √ √ mum 1 -
Electrical
Year
Application Submit request for Enrollment through E-Service available in DEWA website
Process [Link] according to the mentioned categories
Consultant
Authorization Service
Utility Application 24/7 through DEWA website
Certificate /Letter
(Government Timings
√ √ √ √ - for representative
Organization,
(with passport Service Fees Free
Utilities,
copy)
Developers)
Service
Integration
N/A
with other
Attend DEWA services
Mini-
certified solar pro- Partner
DRRG solar PV mum
√ √ √ √ fessional Training organiza- N/A
consultant 4
and pass the tions
Years
exam Where ap-
plications
DEWA website [Link]
can be
submitted
Application
Form for N/A
this Service
Time
Required to
5 working days
Deliver this
Service
Package N/A
Service
N/A
Limitations

86 87
ELECTRICITY & WATER

PEAK TIME IN THE DUBAI

CONSERVATION

The peak time for electricity and water load in the Dubai is from 12-5 pm, especially in the
& TIPS

summer months (June-September). To help us save energy during those hours and not
put a burden on the load, try to get your main tasks done before 12 pm or delay it until
after 5 pm, especially during the summer months. Try and limit using devices during

ELECTRICITY
those hours. It’s wise not to run too many devices around your house simultaneously.
Air-conditioning during the summer consumes a large amount of energy, so switch it off
when you are going out of your home, or increase it to atleast 28°C

& WATER
GENERAL TIPS
• Turn your lights and air conditioning off when you step out of the house

CONSERVATION
• Install LED lamps where possible. LEDs save around 80% more energy and last
up to 10 times than regular incandescent lamps
• Set your air-conditioners to 24°C and when you are going out set it to 28°C.
• Make sure all your house windows and doors are properly shut when air conditioning

& TIPS
is on. This will make 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.
• Over 50% of water used in the house takes place in the bathroom. Toilets use
Our natural resources are precious, and with it comes or around 27%, showers 17%, taps 8% and baths 2%. Avoid taking long showers.
social responsibility to conserve these very important Shortening your shower by a minute or two can save you up to 150 gallons a month
• Replace tap filters and showerheads around the house with water flow reducers.
gifts. Below are some simple tips that you can implement They’re inexpensive, easy to install and reduce water consumption
to help reduce your consumption of electricity and water, • 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
thereby helping to preserve our environment – for us and
• When buying a washing machine, buy the one with 5 stars as per energy label. It
for generations to come. will save water and energy
• Water your garden in the morning or evening when temperatures are lower and
help reduce evaporation. 30% of water is evaporated if you water your lawn or
plants during peak hours. The recommended watering times are before 8am or
after 6pm
• The UAE is the land of sun. Consider using garden lights or spotlights that run on
solar energy
• Use a bucket of soapy water to wash your car, or place a shut-off nozzle on the end
of your hose
• Monitor your water bill. Unusually high bills may mean you have leaks that need to
be checked. To check your meter, please contact DEWA Customer Care Centre on
04 601 9999

To obtain our comprehensive booklets on conservation practices please visit our

website [Link]

88 89
 SLAB TARIFF DETAILS
SLAB TARIFF

In line with the decision of the Supreme Energy Council of Dubai to adjust the
electricity and water tariff for all DEWA customers, which was applied from 1st
January 2011, a fuel surcharge is added for electricity and water consumption from
this date.
Fuel surcharge in your monthly electricity and water bill will vary on the rate of
increase or decrease of the actual fuel cost supplied to DEWA generation plants.
Fuel surcharge will be shown separately in your monthly bill and will be charged by
Fils/kWh for electricity and Fils/IG for water.
The new tariff intends to promote efficient consumption of electricity and water
at a time it is increasingly needed, equally in the conservation and preservation of
our precious resources. To know more about our conservation programs, initiatives
and conservation tips, please visit the DEWA website, or refer to page 87 in this
booklet for conservation tips.

WATER SLAB TARIFF ELECTRICITY SLAB TARIFF

Residential Residential / Commercial

Fils/ IG* Fils/ k Wh
Monthly Consumption Monthly Consumption

G 0 - 6,000 IG* 3.5 G 0 - 2,000 kWh 23

Y 6,001 - 12,000 IG* 4.0 Y 2,001 - 4,000 kWh 28

O More than 12,000 IG* 4.6 O 4,001 - 6,000 kWh 32

R
Industrial & Commercial
Fils/ IG* More than 6,000 kWh 38
Monthly Consumption
Industrial
G 0 - 10,000 IG* 3.5
Monthly Consumption
Fils/ k Wh

Y 10,001 - 20,000 IG* 4.0 G 0 - 10,000 kWh 23

O More than 20,000 IG* 4.6

Y More than 10,000 kWh 28
*IG - Imperial Gallons

WATER SLAB TARIFF ELECTRICITY SLAB TARIFF

(UAE Nationals) (UAE Nationals)
Residential & Farms Residential & Farms
Fils/ IG* Fils/ k Wh
Monthly Consumption Monthly Consumption

G 0 - 20,000 IG* Exempted G 0 - 2,000 kWh 7.5

Y More than 20,000 IG* 1.5 Y 2,001 - 4,000 kWh 9.0

*IG - Imperial Gallons

O 4,001 - 6,000 kWh 10.5

R More than 6,000 kWh 12.5

[Link]

90 91
 CHANNELS OF
SERVICE DELIVERY
AND INTERACTION
WITH DEWA

92 93
 CUSTOMER HAPPINESS CENTRES CUSTOMER
ADDRESS (AREA) MAKANI GPS TIMINGS
HAPPINESS
CUSTOMER

DEWA’s Customer Happiness Centres are staffed with our highly – trained employees HAPPINESS CENTRE
CENTRES

who will help you with your issues and enquiries. DEWA’s centres are fully equipped Latitude:
Sunday to
with business and leisure facilities, as well as special services and facilities for the Hatta Customer 24.809165
Hatta 11712 44096 Thursday 7:30
elderly and those People of Determination. Our centres also provide additional Happiness Centre Longitude:
AM to 2:30 PM
government services and provide free valet parking for your convenience. You can 56.126168
choose the most convenient centre to you based on location, timings and access to Sunday to
Customer Latitude:
public transport locations. 37378 95050 25.2629239 Thursday 7:30
Happiness Centre at
Al Twar 2 AM to 8:00 PM
CUSTOMER Dubai Municipality 37356 95004 Longitude:
ADDRESS (AREA) MAKANI GPS TIMINGS Saturday 7:30
HAPPINESS CENTRE - Al Twar Centre 55.3849661
AM to 2:00 PM
Latitude: Customer Latitude:
21322 83423 Sunday to
Sheikh Zayed 31079 91073 25.226737 Saturday to Happiness Centre at Sheikh Zayed 25.1561131
Head Office Thursday 7:30
Road – Close to Thursday 7:30 Dubai Municipality - Road – Al Manara 21353 83461 Longitude:
(Zaabeel East) 31295 91238 Longitude: AM to 2:00 PM
Wafi Mall AM to 8:00 PM Al Manara Centre 55.2273595
55.323109 Customer
Happiness Centre at Latitude:
Burj Nahar
Omar Bin Al Latitude:
Saturday to Al Jafiliya, Sheikh 27916 91948 Sunday to
Khattab Road – 25.2747267 General Directorate 25.2341374
Customer 30424 96434 Thursday 7:30 Khalifa Bin Zayed 27891 92044 Thursday 7:30
Al Mutainah – Longitude: of Residency and Longitude:
Happiness Centre AM to 8:00 PM Road 27664 92026 AM to 2:00 PM
Burj Nahar 55.3159153 Foreigners Affairs - 55.2912337
Head Quarters
Sheikh Zayed Latitude:
Saturday to General
Al Wasl Customer Road, Al Wasl – 25.1997767 Customer
24905 88202 Thursday 7:30 Directorate
Happiness Centre Behind Longitude: Happiness Centre at Latitude:
AM to 8:00 PM of Residency Sunday to
Al Mazaya Centre 55.2623141 General Directorate 25.0080534
& Foreigners 06771 67270 Thursday 7:30
Al Quoz, 6 of Residency and Longitude:
Customer Latitude: Affairs – Jebel Ali AM to 2:00 PM
Street – Close Foreigners Affairs - 55.0856531
Happiness Centre 25.15403 Saturday to – Entrance # 3,
to Department 21860 83177 Jebel Ali
- Al Quoz Longitude: Thursday 7:30 Exit 22
of Civil Defence 21757 8317
Sustainable 55.232204 , AM to 8:00 PM
– Behind Nissan
2175783178
Building showroom LIST OF SERVICES OFFERED IN LIST OF SERVICES OFFERED IN
Latitude: Sunday to ALL DEWA CUSTOMER HAPPINESS UMM RAMOOL CUSTOMER
Al Hudaiba
Al Hudaiba, Al 25.244201 Thursday 7:30 CENTRES HAPPINESS CENTRE ONLY
Customer 26946 93094 AM to 8:00 PM
Mina Road Longitude: 1 Activation of Supply - Move-in 1 Activation of Supply - Move-in
Happiness Centre Saturday 7:30
55.2817118 AM to 2:00 PM 2 Disconnection of supply Move out 2 Disconnection of supply Move out
Sunday to 3 Up-date Customer information 3 Up-date Customer information
Deira – Ayal Latitude:
Ayal Nasser Thursday 7:30 Logging Notification for High / Low Logging Notification for High / Low
Naser, 27 Street 25.275304 4 4
Customer 29404 96358 AM to 8:00 PM Consumption water and Electricity
– Close to Naif Longitude: Consumption water and Electricity
Happiness Centre Saturday 7:30
Souq 55.303161 Issue To whom it may concvern 5 Issue To whom it may concern Certificate
AM to 2:00 PM 5
Certificate 6 Bill payment
Nad Al Hamar Sunday to
Latitude: 6 Bill payment 7 Security Deposit Payment
Umm Ramool Road, Umm Thursday 7:30
25.2252861 8 Complaints/Suggestions Services
Customer Ramool – Close 36435 90875 AM to 8:00 PM 7 Security Deposit Payment
Longitude: 9 Solar Power Reconciliation
Happiness Centre to Volkswagen Saturday 7:30
55.3762972 8 Complaints/Suggestions Services
worskshop AM to 2:00 PM 10 Opening Electrical Vehicle Account
Jebel Ali – 9 Solar Power Reconciliation 11 Closing Electrical Vehicle Account
Discovery Latitude: 10 Opening Electrical Vehicle Account 12 General enquires
Discovery Gardens Sunday to
Gardens, 25.0474252 11 Closing Electrical Vehicle Account 13 Billing Enquiries
Customer 11480 71518 Thursday 7:30
Building 8, Close Longitude: 14 Estimate Payment for New Connections
Happiness Centre AM to 8:00 PM 12 General enquires
to 55.1314035 15 Other Services
Chelsea Hotel 13 Billing Enquiries
Request for Electricity temporary
Latitude: Estimate Payment for New 16
Jebel Ali Industrial Jebel Ali Sunday to 14 Connection for Wedding and Mourning
24.996577 Connections Estimate Payment for Electricity
Area Customer Industrial Area 1, 08727 65926 Thursday 9:00
Longitude: 15 Other Services
17
Happiness Centre Exit 22 AM to 3:30 PM temporary Connection for Wedding
55.1049891
*Note: While visiting DEWA Customer Happiness Centres we advise to present your
customer account number.

94 95
OUR SERVICE DELIVERY

SERVICE PACKAGE
OUR SERVICE DELIVERY PARTNERS Service Package: Move In to New Premise Service
PARTNERS

In order to achieve customer happiness and improve the customer journey in receiving This Service is provided by the Dubai land department authorized typing offices &
our services, DEWA provides a number of services through integration with its partners. authorized property management companies offices.
Integration with partners aims at providing different channels that suits you and suits
Services included in package:Move In to New Premise Services+ Issuance of leasing
your needs in requesting the service:
Contract (Ejari)
The following services are provided through our current partners:

PARTNER Stages Informtiona Search Service Application Communication during the service Service completion
SERVICE
Land Dubai
RTA
Department Municipality
Service Bundle
2. Service

Customer Move-in to new premises

(DEWA & Dubai Land Dep.)
1. Information 3. Service channel
Requirement
search choice
collection

services
and billing Customer
[Link] Dubai land
department
5. Dubai land
department
General Projects Journey
authorized o ces employee 6. Leave
center
7. Account
open SMS
8. Deposit
Payment
9. Connection

5. Property
4. Arrival at property
management 24 Hours
management o ce
employee
House Connection NOC Service Bundle
(DEWA & Property Management companies)

Road Projects NOC Service Package: Housing fee Account Activation

& Move In to New Premise
Networks NOC Housing fees account is activated through DEWA in integration with the move in to
new premise service.
NOC
Services included in package:
Services Trial pits NOC
Activating housing fees account service + Move In to new premise service

Information NOC Service Package: Housing fees Payment + Bill payment

(infrastructure)
You can get the service information through the green bill of the consumption.
Construction NOC Housing fees are paid in DEWA in integration with bill payment service.
(Water) Services included in package: Housing fees payment service (Dubai Municipality) + Bill
payment service
Demolition NOC (Water)
Note: To improve the customer experience the housing fees are being divided into
equal installments over a 12-month (monthly payments).

To increase the number of service channels, DEWA has engaged with a number of
partners in order to provide channels that suits you and suits your needs in requesting
the service:

PARTNER
SERVICE
Emirates
Banks ENOC Etisalat
Post
Customer
services Bill payment
and billing

96 97
 Payment in Customer Happiness Centres can be made by:
BILL PAYMENT

BILL PAYMENT CHANNELS a. Cash Counters through the following payment types:
CHANNELS

• Cash
• Cheques
This section provides you with an overview and details on DEWA’s range of bill payment
channels to make your life easier, and save you time and effort. b. 
Cheque Drop Box facility is available in the centres with* under point No.4
(Depositor mobile and customer’s DEWA account number must be included on the
reverse of the cheque).
1. SMART SERVICES THROUGH DEWA SMART APP
DEWA offers a variety of smart ways in which you can pay your bill. The DEWA Smart App
runs on Apple iOS, Android, Blackberry OS, and Windows OS systems. 5. BY MAIL
A/C Payee crossed cheques*, along with the remittance advice for the bill, should be
posted to:
2. DEWA WEBSITE (EPAY)
Dubai Electricity & Water Authority, PO Box 564, Dubai
You can pay your bill online conveniently on DEWA’s safe and secure website at
[Link] at no extra cost. We
accept VISA, Master Card, Diners Club, JCB card, and Unionpay credit cards. 6. DRIVE-THROUGH SERVICE
Pay your bills from your car at the Al Wasl and Umm Ramool
(Customer Happiness Centres).
3. PAY VIA MOBILE – SMS (MPAY)
You can pay your bill by sending an SMS via your mobile phone. Register at
[Link] to activate this service. 7. ETISALAT PUBLIC PAYMENT MACHINES
* You can also activate the Auto Payment feature to automatically deduct the DEWA Pay your bills using Etisalat public payment machines all over the UAE
bill amount from your credit card every month.
8. ENOC/EPPCO SERVICE STATIONS
4. DEWA CUSTOMER HAPPINESS CENTRES Pay your bills at ENOC/EPPCO Service Stations in Dubai
• Head Office (Za’abeel East)*
• Burj Nahar Customer Happiness Centre* 9. EMIRATES POST OFFICES
• Al Wasl Customer Happiness Centre* Pay your bills at any Emirates Post Office in the UAE during official working hours
• Customer Happiness Centre - Al Quoz Sustainable Building* (Saturday to Thursday)
• Al Hudaiba Customer Happiness Centre*
• Ayal Naser Customer Happiness Centre
• Umm Ramool Customer Happiness Centre*
10. BANKS
• Discovery Gardens Customer Happiness Centre
• Jebel Ali Industrial Area Customer Happiness Centre Direct Debit: At partner banks, this service automatically deducts your DEWA bill
• Hatta Customer Happiness Centre amount from your bank account every month.
• Customer Happiness Centre at Dubai Municipality - Al Twar Centre* 1. Abu Dhabi Commercial Bank (ADCB)
• Customer Happiness Centre at Dubai Municipality - Al Manara Centre*
2. Union National Bank (UNB)
• Customer Happiness Centre at General Directorate of Residency & Foreigners
3. Abu Dhabi Islamic Bank (ADIB)
Affairs - Head Quarters
• Customer Happiness Centre at General Directorate of Residency & Foreigners 4. Dubai Islamic Bank (DIB)
Affairs - Jabel Ali 5. Commercial Bank of Dubai (CBD)
6. Emirates NBD (ENBD)
7. Emirates Islamic Bank (EIB)

ATM Machines: Bills can be paid at ATM machines of many banks

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 Teller Counters: DEWA’s partner banks offer DEWA bill payments from their tellers
during office hours from Saturday to Thursday.
Phone banking: This service is available from phone banking if you have a bank account.

Mobile Banking (Smart APP): you can pay your bill through your bank’s Smart App

11. TAYSEER
A channel for multi-account bill payment by cheques using Emirates NBD cheque
deposit machines
Step 1.: Create reference number (Tayseer number) with all the details required on
the DEWA website
Step 2.: Pay based on the reference number through ENBD Cheque Deposit Machines
or through bank-transfers, using the created Tayseer number as a reference

BANKS ACCEPTING DEWA BILL PAYMENTS

1. BANK ACCEPTING DEWA PAYMENTS FROM ALL CUSTOMERS
Emirates NBD (ENBD Customers and Non-ENBD Customers)
2. LIST OF BANKS ACCEPTING DEWA PAYMENTS FROM THEIR ACCOUNT
HOLDERS ONLY:
# BANK NAME # BANK NAME
1 Abu Dhabi Commercial BANK 13 Union National Bank

GREEN BILL
2 Ajman Bank 14 Citi Bank
3 Commercial Bank of Dubai 15 Dubai Islamic Bank
4 Emirates NBD 16 United Arab Bank
5 Emirates Islamic Bank 17 Abu Dhabi Islamic Bank The Green Bill offers you the convenience of viewing
6 First Gulf Bank 18 Barclays Bank and paying your DEWA bill online – simply and
7 Mashreq Bank 19 HSBC Bank- Middle East securely, anywhere anytime you want.
8 Standard Chartered Bank 20 Dubai First
9 Sharjah Islamic Bank 21 Arab Bank
10 Noor Islamic Bank 22 Habib Bank AG Zurich
11 National Bank of Fujairah 23 National Bank of Abu Dhabi
12 RAK Bank 24 Al Hilal Bank

Note: Credit Card charges: No credit card charges are applied on payments made
through DEWA website or Smart App

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 WHAT IS GREEN BILL?
Green Bill is an electronic version of your paper bill. You will receive an email each
month as soon as your latest bill is ready

WHY SHOULD I USE GREEN BILL?

• Easy to use, view the bill with just one click

CUSTOMER
• Convenient: Access and pay your bill online from anywhere in the world, 24 hours a
day, 7 days a week

• Faster: You will receive Green Bill each month as soon as your latest bill is ready,

CARE CENTRE
eliminating delays from standard mail delivery

• Better Organisation: Record of all bills and payments made online

• Enhanced Security: Green Bill allows you to reduce paper usage that helps to save
trees, reduce solid waste, Co2 emissions and curb the release of greenhouse gases
The Customer Care Centre works round the clock to
• Environmentally Friendly: Green Bill allows you to reduce paper usage that help to
save trees, reduce solid waste, CO2 emissions and curb the release of greenhouse gases provide the best services, related to customer and
WHAT IS A GREEN STATEMENT? billing, technical and emergency services, brought to
Green Statement is an electronic summary of billing, payments and outstanding dues you through latest technologies and professional staff
of all the contract accounts under your collective account (Statement Code). You will
receive an email monthly, as soon as your latest bills are ready, containing a link to the to meet your needs quickly and effectively.
DEWA website for downloading your collective account statement (Green Statement)
and individual bills for your collective account
Customer & Billing Enquiries:
WILL I RECEIVE SEPARATE EMAIL FOR EACH ACCOUNT UNDER MY COLLECTIVE
ACCOUNT (STATEMENT CODE)?
04 601 9999
You will receive only one email for all collective accounts (Statement Code). You have
to login to DEWA’s Customer eServices Portal to view the details of all your bills
Technical & Emergency services:
CAN I DOWNLOAD AND SAVE BILLS FOR ALL ACCOUNTS UNDER MY COLLECTIVE
ACCOUNT (STATEMENT CODE) AS ONE FILE (ALL TOGETHER)? 991
Yes, you can download and save as PDF files all your bills under your Collective Account
(Statement Code) all together.

Please click on Statements (Collective Billing): [Link]

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ASH’IR

HAYAK
ASH’IR HAYAK
LIVE VIDEO CHAT FOR PEOPLE OF DETERMINATION LIVE CHAT
(HEARING DISABILITY)
Hayak is an online text chat with option of
Dubai Electricity & Water Authority is the first video chat service that allows customers to
public organisations to launch Ash’ir, a dedicated directly communicate with DEWA’s Customer
sign language facility for customers with hearing Care Centre. This service is available on
disability. Customer Care Center staff are trained DEWA’s Smart Application and website
in sign language and are available 24/7 on DEWA’s [Link].
Application for iOS and Android platforms.

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 SUGGESTIONS &
SUBMITTING SUGGESTIONS
SUGGESTIONS &
COMPLAINTS

SERVICE SUGGESTIONS

COMPLAINTS
Customers can submit their suggestions and comments on
Service Description
DEWA services and how to enhance them
Customers can submit their suggestions conveniently
through the following channels:

• The unified esuggest portal:

[Link]
SUBMITTING COMPLAINTS • DEWA website: [Link]
SERVICE COMPLAINTS • Email: esuggest@[Link]
How to submit a • Suggestion Boxes
Customers can submit their complaints related to DEWA
Service Description suggestion • Telephone: Contact Customer Suggestions Unit during
services in order to resolve them
official working hours (7:30AM to 2:30PM Sunday to
Customers can submit their complaints conveniently
Thursday) on following numbers:
through the following channels:
04 322 7082 – 04 322 7072
• Fax: 046019995
• The unified ecomplain portal:
• [Link]: 564, Dubai
[Link]
• Personal visit to any Customer Happiness Centre
• DEWA website: [Link]
• DEWA Smart App
• Email: ecomplain@[Link]
• Complaint Boxes Service Fees Free
How to submit a
• Telephone: Contact Customer Complaints Unit during Time taken to com-
complaint Within (3) working days
official working hours (7:30AM to 2:30PM Sunday to plete this service
Thursday) on following numbers: The following details must be included when making any
04 322 7096 – 04 322 7098 suggestions:
• Fax: 046019995 • Full name
• [Link]: 564, Dubai Notes • Contact Number
• Personal visit to any Customer Happiness Centre • Email
• DEWA Smart App • Date
• Suggestion Details

Service Fees Free

Time taken to com-
A resolution will be provided within 3 working days
plete this service
The following details must be included when submitting any
complaints:
• Account Number
• Full name
Notes
• Contact Number
• Email
• Date
• Complaint details

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CONTACT US

CONTACT US
DEWA Customer Care Centre
Call us on 04 601 9999 (24 hours a day, 7 days a week)

EMERGENCY
991

Fax
04 601 9995

WEBSITE
[Link]

EMAIL
customercare@[Link]

SOCIAL MEDIA
[Link]/dewaofficial
[Link]/dewa_official
[Link]
[Link]/dewaofficial
[Link]/dewaofficial
[Link]/dewaofficial

For comments on the driving of DEWA vehicles,

kindly call 04 601 9888

Note: Any updates to the services will be available on the

DEWA website / DEWA smart app

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