SERVICES GUIDE 2017 6TH EDITION
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SERVICES
GUIDE
6 TH EDITION
2017
1SERVICES 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
Activation of Electricity/Water (Move In) Service 36 Enrollment of Consultants & Contractors 86
De-Activation of Electricity/Water (Move Out) Service 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
Clearance 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
5MESSAGE 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 7INTRODUCTION
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 9A 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 11ALWAYS 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@dewa.gov.ae
Mail PO Box 564, Dubai, UAE
For more information about the timings and locations
Customer Happiness Centres
of our Centres, please visit www.dewa.gov.ae
Unified eSuggest System https://esuggest.dubai.gov.ae
Unified eComplain System https://ecomplain.dubai.gov.ae
12 13ELECTRICITY
SERVICES
14 15GETTING 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 www.dewa.gov.ae
can be submitted
Application Form
N/A
for this Service
16 17LV 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 19SOLAR 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 www.dewa.gov.ae 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 cs.inspectionactivation@dewa.gov.ae
• Send Application to CS.InspectionActivation@dewa.gov. 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 https://www.dewa.gov.ae/~/media/SolarInspection_
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
cs.designapprovals@dewa.gov.ae. 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 21TEMPORARY 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 23ELECTRICITY NETWORK
ELECTRICITY NETWORK MODIFICATION
MODIFICATION
This service enables enrolled contractors & consultants Where applications
to apply, through DEWA website www.dewa.gov.ae, for DEWA website www.dewa.gov.ae
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 www.dewa.gov.ae
Service Application
24/7 through DEWA website
Timings
Service Fees Free
Service Integration
N/A
with other services
Partner
organizations N/A
24 25TECHNICAL 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 27WATER
SERVICES
28 29TECHNICAL 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 31WATER 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 33CUSTOMER AND
BILLING SERVICES
34 35ACTIVATION 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 37DE-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 39TRANSFER 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 41BILL 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 43SOLAR RECONCILIATION CLEARANCE CERTIFICATE
RECONCILIATION
CERTIFICATE
CLEARANCE
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
holder
Service Category & • Subsidiary
Type • Procedural Service Category & • Subsidiary
Type • Procedural
• Residential
• Commercial • Residential
Customer Segment • Commercial
• Industrial Customer Segment
• Industrial
• Government • Government
Documents 1. Passport copy or Emirates ID
N/A
Required
Documents 2. Premise Number or Account Number
Service Required 3. Final bill settled for Tenant only
Customer has to be registered in solar energy supply
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 ( Landlord)
per the slab tariff system Application Process
2. Pay the fees
Service Application 3. Get the Certificate or get “Clearance Certificate”
Monthly
Timings
• For list of Customers Happiness Centres, please refer to
Service Fees Free Service Application pages 94-95
Timings
Service Integration This service is linked with Solar energy supply and bill • 24/7 DEWA Website and DEWA Smart App
with other services payment service Service Fees AED 50
For list of approved contractors please refer to: Service Integration Final bill settlement then issuance of the certificate or
Partner
organizations https://mobile.dewa.gov.ae/new/stpages/en/shamsdubai/ with other services “Clearance Certificate”
customer.aspx
Partner
N/A
Where applications organizations
N/A
can be submitted
• Customer Happiness Centres
Application Form Where applications
N/A • DEWA website
for this Service can be submitted
• Smart App
Time Required to
Monthly Application Form
Deliver this Service N/A
for this Service
Package N/A
• DEWA Website & Smart App - 3 working days
Service Limitations N/A
Time Required to • Customer Happiness Centres - Immediately
Deliver this Service • Serving Time in Customer Happiness Centres is
4 minutes
Package Final Bill with Clearance Certificate
Service Limitations Certificate is valid for one month from issuance date
44 45ELECTRICAL 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 47ELECTRICAL 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 49HIGH / 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 51GENERAL 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 53UPDATE 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 www.dewa.gov.ae or
customercare@dewa.gov.ae
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 55ADVISORY 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 tlm.supervision@dewa.gov.ae by fax 04 322 9095or e-mail tlm.supervision@dewa.gov.ae
2. How to send an official request by hand
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 (https://crm.dewa.gov.ae/irj/portal/
3. How to send an official request online anonymous) and submit.
Fill in the online request form with required information
in DEWA website (https://crm.dewa.gov.ae/irj/portal/ 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 59TRANSFORMER 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@dewa.gov.ae, 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@dewa.gov.ae
Warsan or the lab will send soft copies of the reports to
customers by e-mail from tamoillab@dewa.gov.ae 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 61ENERGY 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 www.dewa.gov.ae
can be submitted
Application Form
Online request through DEWA website
for this Service
Time Required to
10 Working Days for each building
Deliver this Service
Package N/A
Service Limitations N/A
62 63You can also read
