Business Services e-Services FAQ

A. EBPP Services

- ePay FAQ

B. Contractor / Consultant Services

- Application of Supply Electricity & Water
- Building NOC
- Demolition NOC
- Distribution Substation Inspection
- LV Inspection & Release of Supply
- LV Shop Drawing Approval
- Substation & LV Shop Drawing Approval

C. Supplier Services

- Local Purchase

D. Other Services

- Tenders
- DEWA e-Services Enrollment/Registration
- DEWA Update Trade License
- Update User Profile and Information
- Change Password
- e-Services Login

Consumer Services

- Activation
- Change of Landlord Information
- Clearance Certificate Request
- Customer Voice
- Online Complaints For High/Low Consumption

DEWA General Services
- Call Back Request
- DEWA Careers

ePay FAQ
Q)	What are e-Services?
A)	eServices are electronic services offered to the residents and citizens of Dubai to facilitate them to obtain the services without visiting DEWA Center.

Q)	Through how many channels could I pay/inquire about my bills?
A)	Internet (Bill Inquiry & Payment)SMS 4488 costs 60 fils (Inquiry only)Banks (Payment only)ENOC/EPPCO stations (Payment)Emirates Post (Inquiry & Payment)DEWA customer care center (Inquiry)DEWA Customer Service Center

Q)	How can I register to pay my bill?
A)	For Internet channel, register by visiting DEWA’s website http://www.dewa.gov.ae For mPay channel, register by visiting Dubai eGovernemnt mPay portal website https://mpay.dubai.ae For other channels no registration required
Q)	What are the steps of paying through my Bank? Is there any documents needed to be presented?
A)	It depends upon banks policy with regards to registration or documents.
Q)	If I pay through my mobile or my bank, would DEWA system updated immediately?
A)	For banks transactions are updated, the next working day.For mobile transactions are updated immediately For reconnection purpose customer should call 6019999
Q)	How could I check my DEWA Bills?
A)	By registering on the website or by using Bill Enquiry eService Command: Dewa bill < account number> SMS to : 4488 (costs 60 fils)

Q)	Would I get confirmation after paying my bills?
A)	For Internet payment customer gets email notification with copy of receipt.For other channels, ensure getting receipt from the related channel.

Q)	How do I change my PO Box Online?
A)	Use “change of Bill Address” eService available for registered customers only, physically cost AED10
Q)	How can I save my Credit card details for future payment?
A)	The payment happens through Dubai eGovermnent payment gateway were the credit information are not stored.
Q)	Do you have an automatic payment through registering my credit card details?
A)	No
Q)	Do you accept debit Card?
A)	No
Q)	Do you apply any extra charges if paying through your E pay?
A)	No
Q)	Can I pay from outside UAE, through e-Pay sevice?
A)	No
Q)	Is it safe to pay through your web site?
A)	Yes
Q)	How can I pay my security deposit Online? And how long does it take to appear in your system?
A)	Customer can use “Activation of Supply” eService to pay security deposit online. It is updated in the system within one day provided all the required information is correct.
Q)	For those who already registered how can they add another account?
A)	Click the link “Add/Remove Accounts” after you log in.

Application For Supply Electricity & Water
Q)	How do I submit an application for supply of Electricity / Water ?
A)	To submit an application for supply of Electricity / Water or both , you must first login to the eService with your username and password. Choose “Application for Supply of E/W” from the list of e-Services. Once logged in, click on “ New Application For Supply of Electricity & Water ” from the main menu to submit a new application.

Q)	What rules do I have to follow while filling in the Application for Supply of E/W application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - You must select type of connection for your supply from the “Connection Type” drop down list. - Enter only numeric values in numeric fields (e.g. P.O.Box,Contact No,Mobile No,etc). - Enter only characters in some fields such as NAME. - You must read and select the Agreement before you submit the Application.

Q)	Are any attachments required while submitting an application for supply of Electricity / Water ?
A)	Some electronic attachments are mandatory. The attachments are depending on the type of connection you selected Attachments List For all Connection Type. . Note: try not to attach files that are large is size.
Q)	What file extensions can I attach?
A)	Only .PDF, jpg or jpeg file extensions are allowed to attach documents.
Q)	How will I know if there are data entry errors for my submitted application?
A)	Error messages will appear before the form can be submitted.
Q)	What happens to my supply of E/W application after I successfully submit it?
A)	The Supply of E/W application will go to the respective Department concerned. Your application will be processed only after verification of your submitted documents. You will be notified of the application approval.

Q)	How do I track the status of my submitted Supply of E/W application?
A)	To track your Supply of E/W application, login to the Supply of E/W eService and then click on “ Track Submitted Application For Supply of Electricity & Water ” link.

Q)	Will the Supply of E/W application be approved directly?
A)	Before the Supply of E/W application is approved, rejected or revised. It processed by the concerned department. Accordingly, the department might APPROVE, REVISE or REJECT the application.


Q)	What are Incomplete Supply of E/W applications?
A)	Incomplete Supply of E/W applications are ones which have to be revised by you and that has errors.

Q)	How can I Re submit revised Supply of E/W applications?
A)	To revise Incomplete Supply of E/W applications, login to the Supply of E/W eService, and from the main menu, click on “Revise Application For Supply of Electricity & Water ” link.
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Building NOC

Q)	How can I submit a Building NOC application?
A)	To submit a Building NOC application, you must first login to the eService with your username and password. Once logged in, click on “New Building Permit NOC Application” from the main menu to submit a new application.

Q)	What type of Building NOC application can I submit?
A)	You can submit a Building NOC application for “Electricity” or “Water”.

Q)	Are any attachments required while submitting a Building NOC application?
A)	Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. Note: try not to attach files that are large is size.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc, gif, jpg, jpeg, pdf, tiff, zip, DOC, GIF, JPG, JPEG, PDF, TIFF, ZIP

Q)	What rules do I have to follow while filling in the Building NOC application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME and TYPE OF PROJECT.

Q)	How will I know if there are data entry errors for my submitted Building NOC application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my Building NOC application after I successfully submit it?
A)	The Building NOC application will go to the respective Department concerned. The application will then be processed accordingly.

Q)	How do I track the status of my submitted Building NOC application?
A)	To track your Building NOC application, login to the Building NOC eService and then click on “Track Submitted Building Permit NOC Status”.

Q)	Will the Building NOC application be approved directly?
A)	Before the Building NOC application is approved or rejected, it must first be processed by the concerned department. Accordingly, the department might APPROVE or REJECT the application.

Q)	What are Incomplete Building NOC applications?
A)	Incomplete Building NOC applications are ones which have to be revised by you and that has errors.

Q)	How can I revise the Incomplete Building NOC applications?
A)	To revise Incomplete Building NOC applications, login to the Building NOC eService, and from the main menu, click on “Revise Incomplete Building Permit NOC Applications”.

Q)	Can I submit a Building NOC manually?
A)	Yes, the Building NOC application can be submitted manually at DEWA Head Office. Note that submission of the application manually is at a fee of DHS 100.

Q)	Is the Building NOC eService free of charge?
A)	Yes, the Building NOC eService is provided free of charge if submitted online.
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Demolition NOC

Q)	How can I submit a Demolition NOC application?
A)	To submit a Demolition NOC application, you must first login to the eService with your username and password. Once logged in, click on “New Demolition Permit NOC Application” from the main menu to submit a new application.

Q)	What type of Demolition NOC application can I submit?
A)	You can submit a Demolition NOC application for “Electricity” or “Water”.

Q)	Are any attachments required while submitting a Demolition NOC application?
A)	You can attach a Copy of Dubai Municipality approved Clearance Certificate, Site Plan (Affection Plan), and a Copy of the Site setting out plan . Note: try not to attach files that are large is size.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc,pdf, zip, gif or jpg

Q)	What rules do I have to follow while filling in the Demolition NOC application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only characters in some fields such as NAME and TYPE OF PROJECT.

Q)	How will I know if there are data entry errors for my submitted Demolition NOC application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my Demolition NOC application after I successfully submit it?
A)	The Demolition NOC application will go to the respective Department concerned. The application will then be processed accordingly.

Q)	How do I track the status of my submitted Demolition NOC application?
A)	To track your Demolition NOC application, login to the Demolition NOC eService and then click on “Track Submitted Demolition NOC Status”.

Q)	Will the Demolition NOC application be approved directly?
A)	Before the Demolition NOC application is approved or rejected, it must first be processed by the concerned department. Accordingly, the department might APPROVE or REJECT the application.

Q)	What are Incomplete Demolition NOC applications?
A)	Incomplete Demolition NOC applications are ones which have to be revised by you and that has errors.

Q)	How can I revise the Incomplete Demolition NOC applications?
A)	To revise Incomplete Demolition NOC applications, login to the Demolition NOC eService, and from the main menu, click on “Revise Incomplete Demolition NOC Applications”.

Q)	Can I submit a Demolition NOC manually?
A)	Yes, the Demolition NOC application can be submitted manually at DEWA Head Office. Note that submission of the application manually is at a fee of DHS 100.

Q)	Is the Demolition NOC eService free of charge?
A)	Yes, the Demolition NOC eService is provided free of charge if submitted online.
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Distribution Substation Inspection

Q)	How do I submit a Distribution Substation Inspection application?
A)	To submit a Distribution Substation Inspection application, you must first login to the eService with your username and password. Choose “Distribution Substation Inspection” from the list of e-Services. Once logged in, click on “New Distribution Substation Inspection Application” from the main menu to submit a new application.

Q)	Are any attachments required while submitting a Distribution Substation Inspection application?
A)	No attachments are required.

Q)	What rules do I have to follow while filling in the Distribution Substation Inspection application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME. - S/S No. must be in the format of XX#### (e.g. PK1234) and can be entered numerous time with a separation by a comma (,). - Plot No. should include at least one character.

Q)	How will I know if there are data entry errors for my submitted Distribution Substation Inspection application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my Distribution Substation Inspection application after I successfully submit it?
A)	The Distribution Substation Inspection application will go to the department concerned. The application will then be processed accordingly.

Q)	How can I track the status of my submitted Distribution Substation Inspection application?
A)	To track your Distribution Substation Inspection application, login to the Distribution Substation Inspection eService and from the main menu, click on “Track Submitted Distribution Substation Inspection Status”.

Q)	Will the Distribution Substation Inspection application be approved directly?
A)	Before the Distribution Substation Inspection application is approved or rejected, it must be processed by the concerned department first. Accordingly, the department might APPROVE or REJECT the application.

Q)	What are Distribution Substation Re-inspection Applications?
A)	Distribution Re-inspection Applications are applications that have been sent back to you for re-inspection because DEWA has found snags in your application.

Q)	How can I view my Distribution Substation Re-inspection Applications?
A)	To view your Distribution Substation Re-Inspection applications, login to the Distribution Substation Inspection eService, and from the main menu, click on “Distribution Substation Re-Inspection Applications”.

Q)	What action should I take on my Distribution Substation Re-inspection Applications?
A)	From the main menu, click on “Distribution Substation Re-Inspection Applications” and select the application you want to resubmit. Once the form loads, resubmit it after the snags have been cleared.

Q)	Can I submit a Distribution Substation Inspection application manually?
A)	Yes, the Distribution Substation Inspection application can be submitted manually at DEWA Head Office.

Q)	Is the Distribution Substation Inspection eService free of charge?
A)	Yes, the Distribution Substation Inspection eService is provided free of charge.
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LV Inspection & Release of Supply

Q)	How do I submit a new LV Inspection & Release of Supply application?
A)	To submit a new LV Inspection & Release of Supply application, you must first login to the eService with your username and password. Choose “LV Inspection & Release of Supply” from the list of e-Services. Once logged in, click on “New LV Inspection & Release of Supply Request” from the main menu to submit a new application.

Q)	Are any attachments required while submission of LV Inspection & Release of Supply application?
A)	No electronic attachments are required. However, after you submit the application, you will be asked at a later stage to provide a list of attachments for requested applicable requirements. This list will be sent to your email.

Q)	How do I send attachments for applicable requirements when asked of me?
A)	You will have to send the original copy of the document to DEWA’s head office.

Q)	What rules do I have to follow while filling in the LV Inspection & Release of Supply application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. Phone) - Enter only characters in some fields such as NAME. - Drawing Approval Number must be valid.

Q)	Can I submit a new LV Inspection & Release of Supply application twice?
A)	You can only submit an application with the same “application from number” once only.

Q)	How will I know if there are data entry errors for my submitted LV Inspection & Release of Supply application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my LV Inspection & Release of Supply application after I successfully submit it?
A)	The LV Inspection & Release of Supply application will go to the department concerned. The application will then be processed accordingly.

Q)	How can I track the status of my submitted LV Inspection & Release of Supply application?
A)	To track your LV Inspection & Release of Supply application, login to the LV Inspection & Release of Supply eService and from the main menu, click on “Track Submitted LV Inspection & Release of Supply Applications”.

Q)	Will the LV Inspection & Release of Supply application be approved directly?
A)	Before the LV Inspection & Release of Supply application is approved or rejected, it must be processed by the concerned department first. Accordingly, the department might APPROVE or REJECT the application.

Q)	How can I view my to-be revised LV Inspection & Release of Supply Applications?
A)	To view your to-be revised LV Inspection & Release of Supply applications, login to the Distribution Substation Inspection eService, and from the main menu, click on “Revise LV Inspection & Release of Supply Applications”.

Q)	What action should I take on my to-be revised LV Inspection & Release of Supply Applications?
A)	From the main menu, click on “Revise LV Inspection & Release of Supply Applications” and select the application you want to resubmit. Once the form loads, resubmit it after revision.

Q)	Can I submit an LV Inspection & Release of Supply application manually?
A)	Yes, the LV Inspection & Release of Supply application can be submitted manually at DEWA Head Office.

Q)	Is the Distribution Substation Inspection eService free of charge?
A)	Yes, the LV Inspection & Release of Supply eService is provided free of charge.
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LV Shop Drawing Approval

Q)	How do I submit LV Shop Drawing Approval application?
A)	To submit a LV Shop Drawing application, you must first login to the eService with your username and password. Choose “LV Shop Drawing Approval” from the list of e-Services. Once logged in, click on “New LV Shop Drawing Application Request” from the main menu to submit a new application. Note: Only “Electrical Contractors” are eligible to avail this eservice. Applications from others will be rejected.

Q)	Are any attachments required while submitting a LV shop Drawing application?
A)	Few attachments are required as followes: 1. Summary of Total Connected Load and load distribution schedules of MDBs and SMDBs -( Electronic ) 2. Single Line Diagram (Proposed LV distribution and tariff metering) - (Manual) 3. General layout and Ground Floor layout plans indicating location of substation, LV Room, (along with dimensional layout details of the LV room and arrangement of MDBs, kWh meters) - (Manual) 4. Load distribution schedules of distribution boards. - (Manual) 5. Wiring Layouts – Lighting - (Manual) 6. Wiring Layouts – Power - (Manual) 7. Building NOC - (Manual) 8. Substation Approval (if applicable) - (Manual) Manual attachments are to be submitted to DEWA head office at the eService counter. All the attachments must carry the stamp of Consultant.

Q)	What rules do I have to follow while filling in the application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. Maximum demand Load) - Enter only characters in some fields such as NAME. - Building NOC number is to be entered in a specified format viz. EB/####/##

Q)	How will I know if there are data entry errors for my submitted application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my application after I successfully submit it?
A)	The application will go to the department concerned. The application will then be processed accordingly.

Q)	How can I track the status of my submitted application?
A)	To track your application, login to the LV Shop Drawing Approval eService and from the main menu, click on “Track Submitted LV Shop Drawing Approval”.

Q)	Will the LV shop drawing application be approved directly?
A)	Before the application is approved or rejected, it is first processed by the concerned department. The department might APPROVE or REJECT the application.

Q)	How can I view my applications sent for revision?
A)	To view your applications sent for revision, login to the LV Shop Drawing Approval eService, and from the main menu, click on “Revise LV Shop Drawing Approval”.

Q)	What action should I take on my applications sent for revision?
A)	From the main menu, click on “Revise LV Shop Drawing Approval” and select the application you want to resubmit. Once the form loads, resubmit it after incorporating engineer’s comments in the drawing.

Q)	Can I submit LV Shop Drawing Approval application manually?
A)	Yes, it can be submitted manually at DEWA Head Office.

Q)	Is the LV Shop Drawing Approval eService free of charge?
A)	Yes, the eService is provided free of charge.

Q)	What can I do if I faced problems in submitting my application, or I did not receive any e-mail notification?
A)	In case of any problem, you can contact the Customer Service Department. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
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Substation & LV Shop Drawing Approval

Q)	How do I submit Substation and LV Room Drawing Approval application?
A)	To submit a Substation and LV Room Drawing application, you must first login to the eService with your username and password. Choose “Substation and LV Room Drawing Approval” from the list of e-Services. Once logged in, click on “New SS & LV Room Drawing Approval Request” from the main menu to submit a new application. Note: Only “Consultants” are eligible to avail this eservice. Applications from others will be rejected. In case of Substation NOT required, apply through the “ LV shop drawing approval”

Q)	Are any attachments required while submitting a SS & LV room drawing approval application?
A)	Few attachments are required as followes: 1. Summary of Total Connected Load and Load distribution schedules of MDBs and SMDBs. ( Electronic ) 2. Single Line Diagram (Proposed LV distribution and tariff metering) - (Manual) 3. General layout and Ground and first Floor layout plans indicating location of substation, LV Room, (along with dimensional layout details of the LV room and arrangement of LV panel/s, metering) - (Manual) 4. Building NOC - (Manual) 5. Affection Plan - (Manual) 6. Completed format indicating details of maximum current on transformer/LV panel connected to chiller/motor loads. - (Manual) 7. Technical specification and Load/Time – Current Curves, etc. of Chiller/Motor Loads. - (Manual) 8. Single Line Diagram – High Voltage - (Manual) 9. Setting out plan showing the road access - (Manual) 10. Ground floor plan showing the location and size of substation (3 copies) - (Manual) 11. Substation details showing details of HV room - (Manual) 12. Basement plan - (Manual) 13. First floor plan - (Manual) Manual attachments are to be submitted to DEWA head office at the eService counter.

Q)	What rules do I have to follow while filling in the application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. Maximum demand Load) - Enter only characters in some fields such as NAME. - Building NOC number is to be entered in a specified format viz. EB/####/##

Q)	How will I know if there are data entry errors for my submitted application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my application after I successfully submit it?
A)	The application will go to the department concerned. The application will then be processed accordingly.

Q)	How can I track the status of my submitted application?
A)	To track your application, login to the Substation and LV Room Drawing Approval eService and from the main menu, click on “Track Submitted Substation required and LV Room Drawing Approval”.

Q)	Will the Substation and LV Room Drawing application be approved directly?
A)	Before the application is approved or rejected, it is first processed by the concerned department. The department might APPROVE or REJECT the application.

Q)	How can I view my applications sent for revision?
A)	To view your applications sent for revision, login to the Substation and LV Room Drawing Approval eService, and from the main menu, click on “Revise Substation required and LV Room Drawing Approval”.

Q)	What action should I take on my applications sent for revision?
A)	From the main menu, click on “Revise Substation required and LV Room Drawing Approval” and select the application you want to resubmit. Once the form loads, resubmit it after incorporating engineer’s comments in the drawing.

Q)	Can I submit Substation and LV Room Drawing Approval application manually?
A)	Yes, it can be submitted manually at DEWA Head Office.

Q)	Is the Substation and LV Room Drawing Approval eService free of charge?
A)	Yes, the eService is provided free of charge.

Q)	What can I do if I faced problems in submitting my application, or I did not receive any e-mail notification?
A)	In case of any problem, you can contact the Customer Service Department. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
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	Local Purchase

Q)	How do I know about a purchase enquiry?
A)	You will be notified by email if you get a new purchase enquiry from DEWA. Your email address would be the one you chose while enrolling as suppliers.

Q)	How can I submit on line quotation?
A)	To submit an online quotation, you must first login to the eService with your username and password. Once logged in, click on “Enquiry List” from the main menu. Click on the enquiry you wish to quote and then click “Online Quote” button.

Q)	What type of Quotations can I submit?
A)	You can submit three different types of quotations namely: Online quotations, Alternate quotation and Regret quotation.

Q)	Are any attachments required while submitting an online quote?
A)	Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. Note: try not to attach files that are large is size.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc, gif, jpg, jpeg, pdf, tiff, zip.

Q)	What rules do I have to follow while filling in the quotation?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. Rate) - Avoid entering special characters like single quotes, double quotes, “&” etc…

Q)	How will I know if there are data entry errors for my submitted Quotation?
A)	Error messages will appear before the form is submitted.

Q)	What happens to my Quotation after I successfully submit it?
A)	It will go to the department concerned. The application will then be processed accordingly.

Q)	How do I track the quotation?
A)	To track the quotation, login to the Local Purchase eService and then click on “Track Quotations”.

Q)	Can I modify my quotation after submitting?
A)	No, you can’t modify after submission.

Q)	How will I know if I get selected?
A)	You will receive a Local Purchase order by fax and by post.

Q)	Can I submit a quotation manually?
A)	Yes, it can be submitted manually by faxing. But note that submission of the application manually is not encouraged.

Q)	Is the Online quotation eService free of charge?
A)	Yes, it is provided free of charge.

Q)	What can I do if I faced problems in submitting quotations, or I did not receive any e-mail notification?
A)	In case of any problem, you can contact the Local Purchase section in DEWA Head Office. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
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Tenders

Q)	How to submit a tender online?
A)	You cannot submit a tender online at the moment. The advertisement copy can be viewed and the Tender document can be purchased online. To understand the procedure of submitting tenders click the link “How to submit tenders?”

Q)	What are the criteria of submitting tenders?
A)	Click the link “Criteria for participating in the Tenders” to know about it.

Q)	How do I know about the details of a Tender?
A)	Click the link “List of Tender Documents” and the click on the tender no. You will see the scanned image of the tender advertisement. For detailed specification and commercial terms & conditions, you need to buy the Tender document.

Q)	How do I purchase the tender?
A)	Click the link “Purchase now” and fill in the contact details and credit card details. Upon submission, you get a payment reference number. Preserve it and take a printout of the Payment Receipt for future reference. On successful payment, you can download the document.

Q)	What if the download fails?
A)	Click the link “Re-Download Tender”. Enter the Payment Reference number and re-download the document.

Q)	What rules do I have to follow while filling in the purchase details?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields. - Avoid entering special characters like single quotes, double quotes, “&” etc…

Q)	How will I know if there are data entry errors for my submitted details?
A)	Error messages will appear before the form is submitted.

Q)	How do I know the Tender results?
A)	Click “Tender Opening Results” to know the details of opened tenders.

Q)	Can I submit the Tender manually?
A)	Yes, one must submit an open tender manually by visiting DEWA head office.

Q)	Are there any other charges while I download Tenders?
A)	DEWA charges for the tender document. Credit card service charges are added by the bank.

Q)	What can I do if I faced problems in purchasing or downloading tender document?
A)	In case of any problem, you can contact the Contracts Department in DEWA Head Office. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
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DEWA e-Services Enrollment/Registration

Q)	How can I enroll to DEWA e-Services?
A)	First visit the DEWA e-Services main page ‘https: //e-services.dewa.gov.ae’. Click on ‘enroll’ to enroll to DEWA e-Services.

Q)	When I enroll, am I enrolling to access all DEWA e-Services?
A)	No, when you enroll, you will enroll either as a ‘Consultant/Contractor’ or a ‘Supplier’. Each type of user can access different e-Services. e-Services available to ‘Consultant/Contractor’ are “Building NOC”, “Distribution Substation Inspection”, “Substation & LV Room Drawing Approval”, “LV Shop Drawing Approval” and “LV Inspection & Release of Supply”. EService available to ‘Supplier’ is “Local Purchase”.

Q)	What are important issues to consider while enrollment?
A)	You must have a valid trade license (i.e. not expired).

Q)	Can I choose any username and password while enrolling?
A)	You have to follow certain rules when choosing a username and password: - Username should be between 6-16 characters. Can contain only alphabets and numbers, e.g. abc123. - Username must be unique. - Password should be between 6-16 characters. Can contain alphabets, numbers and characters !@#$%, e.g. abc123$

Q)	What attachments are required for an enrollment application?
A)	- Consultant/Contractor enrollment: 1. Trade License document must be attached. - Supplier enrollment (attachments optional): 1. Trade License document 2. Certificate of chamber of commerce and industry 3. Introduction letter

Q)	What file extensions can I attach?
A)	- Consultant/Contractor enrollment: 1. Zip 2. Pdf - Supplier enrollment (attachments optional): 1. Pdf 2. Zip 3. Gif 4 . Jpg

Q)	What rules do I have to follow while filling in the enrollment application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME. - Enter valid phone numbers.

Q)	How will I know if there are data entry errors for my submitted enrollment application?
A)	Error messages will appear to you before the form can be submitted.
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Update Trade License

Q)	How will I know that my Trade License has been expired?
A)	When your trade license is going to expire, you will get a notification message once you login to your e-services account.
Q)	What rules should I follow while filling the Update Trade License application?
A)	- Required field must be filled in (required field are either in red or marked with an asterisk * ) - Trade expiry date must greater than today’s date. - Updated Trade License document should be attached.
Q)	What file extensions can I attach?
A)	Only PDF and ZIP file can be attached.
Q)	What is the maximum size of attachment?
A)	The attached document should be less than 4 Mega byte (4MB).
Q)	How will I know if there are data entry errors for my submitted Update Trade License application?
A)	Error messages will appear before the form can be submitted.
Q)	What happen to my Update Trade License application after submission?
A)	The application will go to the respective department for document verification. You will keep getting the expiry notification message until your new Trade License is approved. If you uploaded the updated Trade License, you can ignore the expiry notification message and access your account normally by using ‘Main Application’ link.
Q)	How can I know that my application is approved?
A)	Upon approval, you will receive an e-mail notification.
Q)	What can I do if my application is rejected?
A)	Upon rejection, you will receive an e-mail notification with the rejection remarks. You can re-upload the document, or contact Customer Services Department for further information.
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Update User Profile and Information

Q)	How can I update my login profile and information?
A)	Login to the eService you are enrolled to and from the main menu, click “Update Profile”. Then change your information accordingly. Note: if you are a supplier, you have to wait for the Local Purchase Department at DEWA to approve the changes you requested.
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Change Password

Q)	How can I change my account password?
A)	Login to the eService you are enrolled for and from the main menu, click “Change Password”. Then update your password.
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e-Services Login

Q)	How do I login to DEWA e-Services?
A)	First visit the DEWA e-Services main page ‘https: //e-services.dewa.gov.ae’. Next enter your eService username and password and then select the eService you want to login to.

Q)	Do all DEWA e-Services require login?
A)	Not all of the DEWA e-Services require login. The e-Services related to Consultants, Contractors and Suppliers only require login.

Q)	Who is allowed to login?
A)	Consultants, Contractors and Suppliers are allowed to login. Please note that they have to have valid trade licenses.

Q)	Can I login to multiple DEWA e-Services?
A)	Only Consultants and Contractors can login to multiple DEWA e-Services related to them such as “Building NOC”, “Distribution Substation Inspection”, “LV Inspection, etc.

Q)	What if I forget my username?
A)	If you forget your username, contact DEWA’s IT Department and talk to the e-Services team. They will assist you. You will find the contact information in the ‘Contact Us’ link at the bottom of any e-Services page.

Q)	What if I forget my password?
A)	If you forget your password, use the “Forgot Password”. You will be required to enter your username, trade license number and type of user (consultant/contractor or supplier). After doing so, you will receive an email with a new generated random password.
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Activation

Q)	How do I submit a new Activation request?
A)	Visit the DEWA e-Services main page on ‘https: //e-services.dewa.gov.ae’ and then click on the link ‘Activation’. Fill in the Activation request and submit it.

Q)	Are any attachments required while submitting an Activation request?
A)	There are some mandatory documents required. Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. Note: try not to attach files that are large is size. If you do not attach documents electronically, then you have to send them manually through fax no. 04-3249345.

Q)	What are the attachments I can upload electronically?
A)	Once you choose to attach documents, three attachments are mandatory: - Site Affection Plan, Certificate of Completion of Payment, or the Purchase Deed - Tenancy Contract - Passport Copy with valid visa page if available.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: Doc, gif, jpg, jpeg, pdf, tiff, tif

Q)	If I don’t attach documents, then do I have to send required documents manually?
A)	Yes, the required documents can be sent through fax no. 04-3249345. Incase of sending the attachments through fax, don’t forget to write the account number on the tenancy contract copy.

Q)	What rules do I have to follow while filling in the Application request?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME.

Q)	How will I know if there are data entry errors for my submitted Activation request?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to the Activation request after I successfully submit it?
A)	The Activation request will go to the respective Department concerned. Payment has to be verified and then the request will be processed accordingly.

Q)	Can I submit an Activation application manually?
A)	Yes, you can submit an Activation application manually by approaching DEWA Customer Service Offices.

Q)	Is the Activation request through eService is free of charge?
A)	No, it is not free of charge. Deposit amount as mentioned below plus credit card charges payment is required: Activation request for a Villa/House = Dhs. 2000 Activation request for a Flat = Dhs. 1000

Q)	How do I pay for the charge of the Activation request?
A)	You have to pay for the Activation request electronically by credit card.
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Change of Landlord Information

Q)	How can I submit a Change of Landlord Information application?
A)	To submit a Change of Landlord Information application, you must first visit the e-Services website ‘https: //e-services.dewa.gov.ae’. Click on “Change of Landlord Information” link, and then fill the form.

Q)	For what type of account can I submit a Change of Landlord Information application?
A)	You can submit this form if you have a single or multiple accounts.

Q)	Are any attachments required while submitting Change of Landlord Information application?
A)	Three electronic attachments are required when submitting a Change of Landlord Information application. If you have a single account, a valid passport copy must be attached as well as an Ownership Deed, Affection Plan, or Completion Certificate. If your account is Multiple for Building or Sheds, then you have to submit a list of account numbers for building also.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc, gif, jpg, jpeg, pdf, tiff

Q)	What rules do I have to follow while filling in the change of Landlord Information application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME and TYPE OF PROJECT.

Q)	How will I know if there are data entry errors for my submitted application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my Change of Landlord Information application after I successfully submit it?
A)	The application will be processed by the concerned department at DEWA, and the landlord will receive email notifications on actions like “Request Approved” or “Request Rejected” with appropriate remarks. It is expected from landlords to check their emails frequently to keep themselves well informed about the application request.

Q)	Can I submit a Change of Landlord Information application manually?
A)	Yes, you can obtain this service manually by visiting DEWA Customer Service Offices.

Q)	Is the Change of Landlord Information eService free of charge?
A)	No, it’s not free of charge. A nominal fee of Dhs. 10 for change in each account is charged.

Q)	What can I do if I faced problems in submitting my application, or I did not receive any e-mail notification?
A)	In case of any problem, you can contact DEWA’s Call Center on 04-6019999.
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Clearance Certificate Request

Q)	How can I submit a Clearance Certificate Request?
A)	To submit a Clearance Certificate Request, you must first visit the e-Services website ‘https: //e-services.dewa.gov.ae’. Click on “Clearance Certificate Request” link, select “New Clearance Certificate Request” link, and then fill the form.

Q)	Do I have to have an account in DEWA in order to get a Clearance Certificate?
A)	It is not required to be a customer in DEWA in order to get a Clearance Certificate.

Q)	Are any attachments required while submitting a Clearance Certificate Request?
A)	If you are a customer at DEWA and you provided your account number, you have to attach a copy of your Final Bill Settlement. If you are not a customer at DEWA, all what you have to attach is a Passport Copy or a Trade License Document.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc, gif, jpg, jpeg, pdf, tiff

Q)	What rules do I have to follow while filling in the Clearance Certificate Request?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME and TYPE OF PROJECT.

Q)	How will I know if there are data entry errors for my submitted Clearance Certificate Request?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my Clearance Certificate Request after I successfully submit it?
A)	After successfully submitting a Clearance Certificate Request, you will get an application reference number to track your request. This reference number will be directly provided after submission, and it will also be sent to you by e-mail. The Clearance Certificate Request application will go to the respective department concerned. The application will then be processed accordingly.

Q)	What are the different stages of processing a Clearance Certificate Request?
A)	Once you submit your request and get your application reference number, your request stage will show this message “Request to be accepted by DEWA”. If "Final bill settlement" is required or if documents delivered were invalid, the Customer Clearance Certificate request will be placed "On Hold". You will be requested to settle the issue within 15 days; failing to do so will result in the cancellation of the request. If all the required documents that you provided were valid, your Clearance Certificate request will be placed "Request Approved – Check e-mail".

Q)	How do I track the status of my submitted Clearance Certificate Request?
A)	To track your Clearance Certificate Request, visit the e-Services website ‘https: //e-services.dewa.gov.ae’. Click on “Clearance Certificate Request” link, select “Track Clearance Certificate Request” link, and then enter your reference number to view the status of your request.

Q)	What happens if I lost/forgot my application reference number?
A)	Once you submit a Clearance Certificate Request, you will get a copy of your reference number by e-mail. However, if you lost your reference number you can contact the Billing Department at DEWA Head Office.

Q)	How will I receive my Clearance Certificate?
A)	Upon approval you will receive your Clearance Certificate through e-mail and a notification by SMS. It’s also possible to collect your Clearance Certificate manually by approaching the Billing Department at DEWA Head Office.

Q)	Is it possible to modify my submitted Clearance Certificate Request?
A)	Currently, it is not possible to modify the submitted request. However, you can contact the Billing Department to register your modifications.

Q)	How can I cancel my Clearance Certificate Request?
A)	Currently, it is not possible to cancel the submitted request online. Yet, you can contact the Billing Department to cancel your request.

Q)	Can I submit a Clearance Certificate Request manually?
A)	Yes, the request can be submitted manually by approaching DEWA’s Customer Service Offices.

Q)	Is the Clearance Certificate Request eService free of charge?
A)	If you request for a Clearance Certificate, you will have to pay a nominal fee of 10 Dhs, plus credit card charges.

Q)	What can I do if I faced problems with submitting my Clearance Certificate request, or no action was taking regarding my request?
A)	In case of any problems, you can contact DEWA’s Call Center on 04-6019999.
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Customer Voice

Q)	How can I access the Customer Voice form?
A)	To access the Customer Voice form, go to DEWA website ‘http://www.dewa.gov.ae’, then go to ‘Customers’ tab. Select ‘Customer Care’ then go to ‘Customer Voice’ link to view the form.

Q)	Are any attachments required while submitting the form?
A)	Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. Note: try not to attach files that are large in is size.

Q)	What file extensions can I attach?
A)	The file extensions you are allowed to attach are: doc , pdf , gif , jpg , jpeg , tiff

Q)	What rules do I have to follow while filling in the form?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME.

Q)	How will I know if there are data entry errors for my submitted form?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my form after I successfully submit it?
A)	The form will go to the respective department concerned. The form will then be processed accordingly.

Q)	How do I track the status of my suggestion/complaint?
A)	To know the status of your suggestion/ complaint, you can contact the Customer Relations Department. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.

Q)	Is there any alternative way to submit a complaint/suggestion?
A)	You can contact Customer Relations Department at DEWA Head Office.

Q)	Is the Customer Voice eService free of charge?
A)	Yes, the Customer Voice eService is provided free of charge.
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Online Complaints for High / Low Consumption

Q)	How can I submit online complaints for High / Low Consumption ?
A)	Visit the DEWA e-Services main page on ‘https: //e-services.dewa.gov.ae’ and then click on the link ‘Billing Complaints' ; It will go to DEWA EBPP System , Enter your username and password. Once logged in, You must select your account from the window and click OK button. Then it passes to online complaints for High / Low Consumption Application .

Q)	Are any attachments required while submitting a 'online complaints for High / Low Consumption' application?
A)	No attachments needed.

Q)	What rules do I have to follow while filling in the online complaints for High / Low Consumption ?
A)	Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Select Service Type and Complaint Type from the drop down list. - You must select the Agreement before you submit the complaint.

Q)	How will I know if there are data entry errors for my submitted Billing Complaints application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens when I successfully submit the complaints?
A)	The form will go to the respective Department concerned. The application will then be processed accordingly.

Q)	How can I get more information about the online complaints for High / Low Consumption ?
A)	To get more information about this service, you can contact the Customer Call Center. The contact information of the department is available under ‘Contact Us' link at the bottom of the page
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Call Back Request

Q)	Why should someone apply for a Call Back Request?
A)	This services allows you to request a call back incase you failed to approach your contact person in DEWA.

Q)	How can I submit a Call Back Request?
A)	To view the Call Back Request form, go to DEWA website ‘http://www.dewa.gov.ae’. Select ‘Request for a call back’ link from the home page, then fill and submit the Call back Request Form.

Q)	Are any attachments required while submitting a Call Back Request?
A)	No attachments required when you submit a Call back Request.

Q)	What rules do I have to follow while filling in the Call Back Request form?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME.

Q)	How will I know if there are data entry errors for my submitted application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my request after I successfully submit it?
A)	The application will go to the respective Department concerned. The application will then be processed accordingly.

Q)	What are the alternative ways to apply for this service?
A)	You can contact Customer Relations Department at DEWA Head Office.

Q)	Is the Call Back Request eService free of charge?
A)	Yes, the Call Back Request eService is provided free of charge.

Q)	How can I get more information about the Call Back Request eService?
A)	To get more information about this service, you can contact the DEWA's Call Center on 04-6019999.
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DEWA Careers

Q)	How can I see the available careers at DEWA?
A)	To see the available vacancies at DEWA, you have to visit DEWA website ‘http://www.dewa.gov.ae’ and go to DEWA tab. Select ’Career’ then go to ‘Job Opportunities’ link to view the available vacancies.

Q)	What type of job application can I submit?
A)	You can either choose to fill the Employment Form and submit it manually or by post to DEWA Head Office, or to select from the job vacancies available online and submit the online form. To get the Employment Form, go to DEWA tab. Select ’Career’ then go to ‘Employment Form’ link. Read the instructions and download the Employment Application Form. To apply for the online published vacancies, go to DEWA tab. Select ’Career’ then go to ‘Job Opportunities’ link to view the available vacancies. Click on ‘Apply’ to see the job details for the selected job, and then click again on ‘Apply’ to view the online form.

Q)	Are any attachments required while submitting a Job application?
A)	Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. If you are applying online for the available vacancies, you can attach a copy of your resume (CV). If you are applying manually by filling the Employment Form, you can attach two recent passport size photographs and copies of education and experience certificates.

Q)	What file extensions can I attach?
A)	For the online job application, the file extensions you are allowed to attach are: ‘doc’ or ‘ pdf’ only.

Q)	What rules do I have to follow while filling in the online Job Application?
A)	- Required fields must be filled in (required fields are either in red or marked with an asterisk *). - Enter only numeric values in numeric fields (e.g. P.O.Box) - Enter only characters in some fields such as NAME.

Q)	How will I know if there are data entry errors for my submitted job application?
A)	Error messages will appear before the form can be submitted.

Q)	What happens to my job application after I successfully submit it?
A)	The job application will go to the respective Department concerned. The application will then be processed accordingly.

Q)	How do I track the status of my submitted job application?
A)	If you are applying online, you will get a reference number once you submit your form. You can use this number to follow up with the HR Department and get the status of your job application. Otherwise, the HR Department will contact you once your application has been approved.

Q)	What are the alternative ways to apply for a job?
A)	If you are a U.A.E national, you can approach DEWA Head Office (HR Department) to fill in the Employment Form.

Q)	Is it possible to send the Employment Form by e-mail?
A)	It is not possible to send the Employment Form by mail.

Q)	Is the online job application eService free of charge?
A)	Yes, the online job application eService is provided free of charge.

Q)	How can I get more information about Career at DEWA or the online published vacancies?
A)	To get more information about Careers at DEWA, you can contact the HR Department – Recruitment Section. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
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