DEWA GITEX Global 2023 FAQs and Tutorial Videos

GITEX Global is the ultimate grand showcase of technology from big tech companies to government entities to next generation startups merge to source cutting-edge innovations from across the globe.

1. What is the role of Dubai Electricity and Water Authority (DEWA) at Gitex Global?

GITEX Global is an ideal platform to highlight DEWA’s efforts to achieve the happiness of individuals within an integrated system that achieves sustainable and comprehensive development in cooperation with Digital DEWA, DEWA’s digital arm and its subsidiaries:

• MORO
• InfraX
• DigitalX

DEWA’s participation is in line with the following government directives and strategies:

• UAE Artificial Intelligence Strategy 2031
• Dubai 10X
• Dubai Metaverse Strategy and more

2. Where will DEWA stand be located?

GITEX Global, Dubai World Trade Centre, Sheikh Saeed Hall, stand H17-A10

3. When will the event take place?

Date: 16 October to 20 October 2023

Time: 10:00 AM to 5:00 PM

4. What competitions and activities will be available for DEWA’s stand visitors?

• Daily social media competition during the event
• Opportunity to get instant prizes from interactive activities in DEWA’s stand and to get to know DEWA upcoming projects
• GITEX Annual Raffle Draw

5. What are services qualifying me to enter the “GITEX Annual Raffle Draw”?

Customers can qualify to enter GITEX Annual Raffle Draw by using the following services, channels, features and tools through DEWA Website or Smart App:

• Online Bill Payment service
• EV Green Charger users
• logged-in customers who chat with Rammas “Powered by ChatGPT”
• Move-to service
• Attending Technical Notifications – Electricity/Water (Smart Response) service
• Activate Away mode feature
• Consumption Assessment Tool

6. How often should I use the mentioned services, channels, features and tools to be eligible for “GITEX Annual Raffle Draw”?

Customers who used the mentioned services, channels, features and tools in Q5 one time from 1st July 2023 to 30th of September 2023 will qualify for “GITEX Annual Raffle Draw”.

7. When will the “GITEX Annual Raffle Draw” take place? How will the winners be able to receive their prizes?

GITEX Annual Raffle Draw will be held at GITEX Global 2023 exhibition, in Sheikh Saeed Hall (H17-A10) from 16 to 20 October 2023, and the winners will be contacted to receive their prizes during the exhibition.

8. When is the deadline for entering the “GITEX Annual Raffle Draw”?

Customers who used the mentioned services, channels, features and tools in Q5 one time from 1st July 2023 to 30th of September 2023 will qualify for “GITEX Annual Raffle Draw”.

9. What are the prizes for “GITEX Annual Raffle Draw” and how many winners?

DEWA prizes are shopping vouchers, to be given to 40 winners.

Dubai Electricity and Water Authority (DEWA) is providing its services on Amazon’s Alexa in Arabic, becoming the first government utility in the world to do this.

Why is DEWA Skill available on Amazon Alexa?

DEWA has announced the launch of the Rammas AI service on Amazon’s Alexa smart voice system. DEWA has become the first government entity to add its virtual employee to this innovative technology, in adherence with the directives of the wise leadership to reduce the number of visitors to government establishments by 80% and encourage the public to use smart services. This supports the Smart Dubai initiative, which aims to transform Dubai into the smartest and happiest city in the world.

Rammas acts as a virtual employee, making use of artificial intelligence technology to answer customer enquiries. Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Rammas analyses these based on available data and information and takes action to accurately answer all queries.

1. How can I download DEWA Skill on Amazon Alexa?

Download Alexa Application on your mobile and search for DEWA Skill in “Skills & Games” option.

https://www.amazon.com/DEWA/dp/B06X19S89K

2. How can I open DEWA Skill in Alexa?

After enabling DEWA Skill, you can invoke DEWA Skill by saying: Alexa, open DEWA

3. Are all services that are available on the mobile application also available on Amazon Alexa?

No, you can ask about consumption details, bill balance and general FAQs related to DEWA services

4. How can I change the language of DEWA skill on Amazon Alexa?

You can follow the steps from Amazon website: https://www.amazon.in/gp/help/customer/display.html?nodeId=G96ABGB2ASX5M2NK

Note: Skill language will change based on the device language

5. What are the languages supported on DEWA Skill on Amazon Alexa?

Arabic and English

6. What are the services available in DEWA Skill on Amazon Alexa?

 You can ask about consumption details, bill balance and general FAQs related to DEWA services

7. How can I link my DEWA account with Amazon Alexa?

1. Open your Amazon Alexa app or website.

2. Open your DEWA Skill

3. Open Skill settings

4. Choose account linking

5. Enter your credentials and login in DEWA website

6. Your account is now linked

1. What is the Inflation Allowance?

The Inflation Allowance is a government subsidy disbursed to Emirati families with low incomes to handle inflation occurring worldwide and the rise in prices of fuel, basic foodstuffs, electricity and water.

2. Who is eligible for the Inflation Allowance on DEWA Electricity & Water consumption?

UAE National customers identified by the Ministry of Community Development (MOCD) are eligible for inflation allowance

3. What is the amount of Inflation allowance on DEWA Electricity & Water Consumption?

The amount of Inflation allowance is AED 400 or actual bill amount of the current month, whichever is less.

4. How can UAE National customers apply for Inflation Allowance on DEWA Electricity & Water consumption?

UAE National customers need to apply for the Inflation Allowance service on the website of Ministry of Community Development (MOCD). If MOCD approved customers’ request, MOCD will share the customers’ data with DEWA for granting the Inflation allowance

5. Is the customer eligible to get the Inflation Allowance on DEWA Electricity and Water consumption, if he/she is getting the social allowance on DEWA Electricity consumption?

No, as per the rules and regulations of MOCD, customers who are getting the social allowance on DEWA Electricity consumption, are not eligible for Inflation Allowance.

6. For any inquiry related to the eligibility of Inflation Allowance, who is the point of contact for the customers?

In case of any inquiry related to the eligibility of Inflation Allowance, customers should contact Ministry of Community Development (MOCD) at Toll Free: 800623

7. If an eligible customer currently getting inflation allowance decides to shift from one premises to another in Dubai, what will happen to the inflation allowance?

Inflation allowance will be discontinued on DEWA Electricity & Water consumption, once customer Moves-out from the premises. For availing the inflation allowance for the new premises, the customer needs to re-apply for the service on the website of Ministry of Community Development (MOCD). If MOCD approves, they will share customer data with DEWA for granting the Inflation allowance on DEWA Electricity and Water consumption.

Time required to deliver this service:

Wedding:

• One day before the event 

    (If Application submitted 3 days before and estimated cost is paid).

Mourning:

• Within 4 hours (LV Cable to be laid)

    (Free of Cost for 3 days for one tent)

How can I submit an application?

DEWA offers different channels to submit an application:

• DEWA’s smart app

• DEWA’s website (Go to ‘Services’ then ‘Smart Response’)

• DEWA’s emergency number 991 

How can I track an application?

You can track your application by using one of the below channels:

• DEWA’s smart app

• DEWA’s website (Go to ‘Services’ then ‘Smart Response’) or (from ‘Help & Support’ tab then ‘’Smart Response’)

• DEWA’s emergency number 991

Can I avail Electricity for more than three days in case of supplies for Mourning?

Electricity for Mourning is free of cost for 3 days. After that standard charges may apply.

Mode of Payment in case applicant need to pay for Services.

Please note that Electricity Supplies for Mourning Tent is Free of Cost for 3 days.

For payment for Wedding, it is advisable to debit the charges to applicant’s DEWA Customer Account Number.

How can I Make application for tents in case of Mourning?

You can contact Govt initiative channel and all other arrangements for Mourning case tents will be done by respective department and Tent Providers.

Are there any NOCs required to submit to DEWA before getting electricity supplies?

There are different reasons to Submit NOCs to DEWA before getting Electricity Supplies release:

• Civil Defense NOC in case supplies required for tents.

• RTA NOC is required if there is Road Crossing is required while LV Cable Laying

Are there any reasons where delay may happen in getting electricity supplies released?

DEWA has a standard stipulated time frame for electricity services based on the events, but there are chances for delay in getting electricity supplies for tents if below conditions are not fulfilled by applicants or by the representative of applicants:

• If the location of tent is not finalised at the time of first visit of DEWA staff

• If the customer side / supplies side arrangement is not done by tent services company or by applicants

• If Civil Defense and/or RTA NOC is required and not submitted on time.

• If no representative available from applicant side while releasing electricity supplies

• In case of wedding event, if estimated cost for service and consumption is not paid on time.

• If safety standards are not maintained by applicants or Tents Service Provider.

What comprises of Estimated cost for getting Electricity Supplies?

Electricity Supplies for Mourning is Free of Cost. For other events, cost calculations depend on below:

• Service Charges – fixed based on load applied

• Energy Consumptions charges depends on the days of electricity supplies required

1. What is The Electric Vehicle (EV) Green Charger?

The EV Green Charger Initiative was launched in support of HH Sheikh Mohammed bin Rashid Al Maktoum’s vision to make Dubai the smartest and happiest city in the world and promote green transportation in the city. The aim of this project was to set up an electric vehicle charging infrastructure for the public across Dubai. At the time of the launch of the initiative there were a very limited number of electric vehicles in Dubai mainly because there wasn’t an electric vehicle charging infrastructure. DEWA, as the only electricity provider for Dubai, took the lead in setting up electric vehicle charging stations to encourage the public to switch over from petrol to electric vehicles: helping to achieve Dubai’s carbon abatement strategic target of carbon reduction by 16% by 2021 and reduction in other emissions. 

2. Since the launch of the initiative in 2015, what progress has been made so far?

Dubai Electricity and Water Authority (DEWA) announced in June 2021, the completion of the third phase of its EV Green Charger initiative, which included the installation of an additional 100 EV Green Charger stations for charging electric vehicles across Dubai. With the completion of this phase, DEWA’s electric vehicle charging network has expanded to 300 charging stations. Currently over 350 charging stations have been installed in different areas of Dubai such as government offices, airports, petrol stations, shopping malls, commercial offices, clinics and hospitals, residential complexes, and establishments. This initiative contributes towards DEWA's efforts to encourage the use of environmentally friendly electric vehicles in the emirate in order to reduce carbon emissions and support sustainable modes of transport in Dubai.

3. What regulations are in place regarding the establishment and installation of electric vehicle charging stations in Dubai?

HH Sheikh Ahmed bin Saeed Al Maktoum, Chairman of the Dubai Supreme Council of Energy, issued Directive number 1 of 2017 on the establishment and installation of electric vehicle charging stations in Dubai. This directive states that all public and private organisations and developers in Dubai must get approvals from DEWA before establishing, installing, operating or maintaining any electric vehicle charging station. In turn, DEWA will coordinate with Dubai Municipality (DM) and the Roads and Transport Authority (RTA) to ensure that electric vehicle charging stations meet the technical requirements and standards adopted by the relevant authorities.

The Supreme Council of Energy issued Directive number 1 of 2016 to set a target for the government, at least 10% of all newly-purchased cars will be electric or hybrid from 2016 to 2020. The proportion of electricand hybridcars will rise to 2% by 2020, and 10% by 2030. 

Moreover, in 2020, the Dubai Supreme Council of Energy issued Directive number 2 of 2020, it updates the targets on the purchase of green vehicles by Dubai Government entities. The directive increases the annual government procurement target for EVs and hybrid vehicles to 20% starting from 2025, with a further increase to 30% starting from 2030.

4. How does this initiative support the sustainable development of Dubai?

The EV Green Charger Initiative is one of three smart initiatives launched by DEWA to support the Smart city vision of Dubai. By developing smart EV charging infrastructure across Dubai, DEWA aims to make its stakeholders happy, minimize environmental impact, and enable a smart city. The initiative also supports the Dubai Plan 2021, for a smart and sustainable city, and is aligned with the UAE Vision 2021 to make the UAE amongst the best countries in the world. The EV Green Charger initiative will also help achieve the Carbon Abatement Strategy where Dubai has a target to reduce CO2 emissions by 16% by 2021.

5. How many EV Green Charger stations / charge points have been installed and where are they located?

DEWA has deployed more than 350 EV Green Charging Stations across the city, equivalent to over 630 charge points, as many of the chargers have dual charging outlets. The locations of which are available on DEWA website and DEWA smart applications. All new charger locations are updated regularly on DEWA’s website and the smart application. Please visit EV Green Charging Stations page for locations.

6. What are the different types of EV Green Chargers found across Dubai?

DEWA installed four types of chargers, Fast Charger, Public Charger and Wall-Box:

• Ultrafast Charger (150 kW DC with type 2 Socket)
• Fast Charger (43 kW AC with Type 2 Socket, 50 kW DC ChadeMO and Combo CCS Sockets). Most of these are installed at petrol stations
• Public Charger (2 x 22 kW AC, with double Type 2 Socket) 
• Wall-Box (22 kW AC, with single Type 2 Socket) 

For more information, please visit EV Green Charger page.

7. Where will I find assistance in using electric vehicle charging stations?

Customers can contact DEWA customer care centre on 04 601 9999. Moreover, the charging points are user friendly and have instructions on how to be used. Know more about EV Chargers Types & Instructions.

8. When are the electric vehicle charging stations available for use?

The EV Green Chargers located at the DEWA Customer Happiness Centres are available, from Sunday to Saturday during 07:30am to 12:00am.

However, charging stations located in petrol stations are available on a 24-7 basis. Please visit EV Green Charging Stations page for locations.

9. Where can I purchase an electric vehicle in Dubai and at what cost?

Please contact car dealerships for availability and costs since the prices vary for vehicles.

10. What is the typical range of an electric vehicle?

The range of the electric vehicle depends on battery capacity and type of vehicle; typically, it ranges from 200km to 700km.

11. What is a plugin hybrid vehicle?

A plugin hybrid vehicle has a regular petrol engine and with an additional electric motor. This vehicle can run on either petrol, batteries or both at the same time. It also has a plug for charging on-board batteries and can run as full electric mode with a limited range.

12. Can anyone use DEWA’s EV Green Chargers?

For registered EVs in Dubai, DEWA will create an EV account instantly, once the customer registers the electric vehicle with Roads and Transport Authority (RTA). They can utilize the charging stations within an hour of vehicle vregistration or by creating an EV account. Alternatively, customers can also create an EV account through DEWA website, Smart App or through IVR at DEWA Customer Care Centre. DEWA also will issue EV Green Charger Card and

deliver it to customers within three working days from creating the EV account.

DEWA caters to all motorists who drive an electric vehicle in the UAE, including local and international visitors by allowing them to charge their vehicle through DEWA’s “Guest Mode” feature. They can access this feature by scanning the QR code on the charging stations and following the steps on their device.

13. How can I tell when my electric vehicle is completely charged?

Check the display on our charging station or battery charge indicator on your vehicle’s display. Either one will tell you when your charging session is complete.

14. Can I discontinue the charging process before it is complete?

Yes. You can stop the charge at any time following the instructions on the charger.

15. Can I charge the battery even if it's not empty?

Yes, an electric vehicle’s battery management system actively manages the delivery of the charge to ensure the maximum lifespan of the battery. Just plug it in and let the car do the rest.

16. What do I do if the charger does not work when I place my EV Green Charger Card in front of the charger’s card reader or if scanning the QR code is not working?

You can  contact DEWA Via:

• DEWA Customer Care Centre on 04- 601 9999.

•  HAYAK Service : Online text chat with option of video chat available on DEWA website and Smart App.

17. Where can I get access to electric vehicle charging stations outside Dubai?

Currently DEWA only provides the EV Green Charger stations within Dubai.

18. How much does it cost to charge an electric vehicle?

The cost of charging the electric vehicle depends on the capacity of the battery and the use by the driver. Starting 1st June 2023, the cost of charging electric vehicles at public charging stations is AED 38 FILS per kWh + Fuel Surcharge per kWh + VAT for commercial and non-commercial EV Green Charger registered users.

DEWA have also provided a new feature ‘Guest Mode’ for non-registered customers who wish to use the EV Green Charger services and they can choose from several charging packages based on the charger type and duration. They can access this feature by scanning the QR code on the charging stations and following the steps on their device.

19. Can I install an electric vehicle charger at home? How much does it cost?

Home chargers can be installed by a third party at customers’ premises behind the customers’ meter, like any other home appliances. Approved electrical contractors by DEWA should be used for the installation of any electrical equipment within the Emirate of Dubai, including home charging stations. When charging the car at home, the electricity used is added to the normal DEWA bill at standard residential electricity rates.

20. How will I be billed when using the charging stations?

Registered customers that use DEWA’s EV Green Charger stations will be billed on monthly basis and they can pay using methods of bill payment provided by DEWA.

Starting 1st June 2023, the cost of charging electric vehicles at DEWA’s EV Green Charger stations will be AED 38 FILS per kWh + Fuel Surcharge per kWh + VAT for commercial and individuals (non-commercial) EV Green Charger registered users which is a great saving compared to fuel-powered cars.

DEWA have also provided a new feature ‘Guest Mode’ for non-registered customers who wish to use the EV Green Charger services and they can choose from several charging packages based on the charger type and duration. They can access this feature by scanning the QR code on the charging stations and following the steps on their device.

21. What documents are required to register with DEWA?

• For Individuals outside Dubai, you need to provide your Emirates ID and vehicle license
• For Individuals outside the UAE, you need to provide Passport and vehicle license

22. Can I use my card for more than one vehicle?

Yes, but any use of the card will be charged to the card owner when applicable.

23. I sold my car. What do I need to do to deactivate my EV Green Charger account?

You need to apply for deactivation of your EV Green Charger account to receive your final bill, through “Deactivate EV Green Charger Account on DEWA website, DEWA Smart Application, and through IVR at Customer Care Centre (04-6019999).

Accordingly the EV Green  card will be deactivated after final bill is issued.

24. Are there any costs involved when registering?

Fees are applicable as following:

A. Security Deposit:

• Individual (non-commercial) and Business (commercial): AED500/-.
• Government: Exempted from Security Deposit

B. Delivery Charges:

• Individual (non-commercial) and Business (commercial): AED20/-. (VAT applicable)
• Government: AED20/-. (VAT applicable)

C. Consumption fees:

• Individual (non-commercial), Business (commercial) and Government:  AED 38 FILS per kWh + Fuel Surcharge per kWh + VAT

25. Can I merge my existing consumption electricity bill with my electric vehicle bill?

At the moment these bills are being kept separate.

26. I closed my DEWA electricity and Water account and I have an excess amount due. Can I transfer the excess amount to my electric vehicle account number and vice versa?

Yes, you can transfer the excess amount to your other account under the same Business Partner.

27. What should I do if my EV Green Charger card is lost or damaged, or if I have any problem while charging?

• You can do one of the following options:
• Call our customer care centre on 04 601 9999
• email: customercare@dewa.gov.ae
• Use HAYAK service
• You can also charge your electric vehicle without the physical card. Just scan the QR code at DEWA’s EV Green Charger stations using DEWA’s smart app.

28. How can I access the EV Green Charger User Dashboard?

Dubai Electricity and Water Authority (DEWA) has launched the EV Green Charger User Dashboard to help customers better manage their EV Green Charger services. The dashboard enables customers to easily track their charging and consumption data through DEWA’s website or smart app.

The dashboard provides customers with a complete record of bill payments, consumption information, charging transactions, dates, and access to exclusive discounts from the DEWA store. It also allows customers to manage multiple EV Green Charger cards, pay their bills, and locate the nearest DEWA charging station from more than 350 charging stations across Dubai.

29. What is the procedure to install a DEWA electric vehicle charging station at your premises?

For more information on the procedure and the steps to be taken, please contact customer care centre on 04-601 9999, or email: customercare@dewa.gov.ae

30. What is the Guest Mode and who can use it?

You can charge your car through Guest Mode if you do not have a DEWA EV Account. No prior registration is required to use this feature.

31. What are the Guest mode charging packages?

32. Are international credit cards accepted as part of the Guest Mode feature?

Yes, International Credit cards are accepted with maximum limit of AED 200

33. How can I receive my payment receipt, One time charging tracking number and invoice for guest mode?

Payment receipt with tracking number and invoice are sent to the customer by email.

1. What are photovoltaic (solar) systems or "PV"?

A photovoltaic (PV) system uses PV cells to convert sunlight into electricity. PV cells are made of semiconductors and are used to assemble PV modules: the components used in PV systems. A great advantage of PV systems is that they are fully scalable and vary in size according to the local energy needs, so they can be used for residential, commercial and industrial electricity supply. There are two main types of PV systems: grid-connected and stand-alone.

A grid-connected PV system is connected to the existing electricity grid. The electricity produced by the system can be used to feed local loads and the surplus is delivered to the electricity grid. This type of system is our main focus, as DEWA Distributed Solar Program deals with PV systems connected to DEWA electricity grid.

Off-Grid PV systems are not connected to the grid and are designed to use the electricity produced by the PV exclusively in your own residence or facility.

In all cases the energy produced by the PV modules is converted from DC to AC by an Inverter, either for your own use or for export to the DEWA network.

2. What are the benefits of installing solar panels for home and business owners?

• Using solar energy produces no air or water pollution and no greenhouse gases emissions. Solar power offers benefits to both homeowners and businesses:
• Reduces electricity bills - installing a solar PV system requires you to undertake an initial investment, but – due to the electricity generated locally – allows you to reduce your electricity bills over lifetime of the system (25 years and beyond for a well maintained installation);
• Increases the value of your property – should you decide one day to sell or rent out your property, it will likely attract a higher price or rent in the market if a PV system is installed. In fact, the new owner or tenant will enjoy lower electricity bills due to the electricity generated locally;
• Reduces your carbon footprint - Your carbon dioxide footprint is a measure of how much carbon dioxide you're releasing into the environment based on your energy-consuming habits. By using solar energy, you will be able to reduce or even erase your carbon footprint;
• Supports Dubai’s economy and ensure its sustainable future. Solar power is locally produced. Every kWh of solar energy that we produce in Dubai reduces our demand for electricity.

3. How does our society collectively benefit from this?

Solar energy is a form of renewable energy which is clean, secure, and limitless. It produces no emissions and does not affect the environment.

Using renewable energy reduces our reliance on diminishing traditional sources of energy, such as gas, oil and coal, ensuring sustainability for future generations.

Renewable energy is a key factor in Dubai’s efforts to foster economic, and social growth while preserving the environment.

In 2011, the Dubai Supreme Energy Council formulated the Dubai Integrated Energy Strategy 2030, which requires renewable electricity sources to contribute to 15% of Dubai power needs. The launch of Mohammed bin Rashid Al Maktoum Solar Park is the first milestone in the path to achieving this vision. The production and use of solar energy by Dubai citizens, businesses and industries will also contribute to this vision becoming a reality.

4. What is the investment cost and break down (equipment, installation, connection and maintenance fee)?

Unfortunately, there is no single or simple answer. Cost depends on a number of factors, such as whether the system is stand-alone or is integrated into the building design, the size of the system, and the system manufacturer, retailer, and installer.

It can be roughly said that the PV modules make up between 30-50% of the total installation costs. Annual maintenance fees are in the range of 0.5-1% of the installation costs. Connection fees are typically a small share of the total cost. 

5. Are any incentives being provided?

Dubai is currently applying resolution number (46) of 2014 concerning the connections of generators of electricity from solar energy to power distribution system in the emirate of Dubai which was announced by H.H Sheikh Hamdan bin Mohammed Bin Rashid Al Maktoum, the Crown Prince of Dubai and the Chairman of the Executive Council of Dubai.

The new resolution includes a number of provisions regulating the process of consumption and export of electric power from the production unit to DEWA distribution network, where the electricity produced from the production unit is consumed in real estate associated with a single consumption account, In the case of more than one consumption account for the producer, the electricity produced will be consumed in the real estate on the same plot to which the accounts relate. If the amount of electricity produced exceeded the amount of electricity consumed the surplus will be exported to DEWA distribution network through a Net Metering scheme, this surplus energy will be credited and used to off-set future consumption of electricity. The resolution also stipulates that the producer shall not be paid any money for the excess electricity, and set-off between this surplus and the imported energy shall be limited in accordance with the provisions of the resolution and the regulations adopted by the Authority in this regard.

The incentive is therefore the savings on the electricity bill, as you will be purchasing less electricity from DEWA in order to meet your needs. The details on how the Net Metering scheme works can be consulted in the DRRG Connection Conditions document available on Shams Dubai website under ‘Publications and Resources’

6. Are there any tax incentives available for commercial or industrial enterprises for installing solar panels?

No tax or other incentives are currently being offered.

7. What is the estimated return on investment and saving for a residential, commercial, or industrial properties?

The investment return and savings depend on how much electricity you currently use, and the tariff you are paying (see 'Slab Tariff', and how much electricity the photovoltaic system will produce. In general it can be said that the business case for clients with larger consumption and the possibility to install bigger systems is currently more attractive than for clients with low consumption and smaller systems.

You can ask your photovoltaic system provider see (List of Enrolled Electrical & Solar PV Consultants & Contractors) how much your new system will produce on an annual basis and compare that number to your annual electricity demand to get an idea of how much you will save. 

8. Who is involved in the different steps needed to connect a Solar PV system?

DEWA 
Customer 
Consultant /Contractor 
Equipment Manufacturer

9. What are the steps for installing solar systems in homes and public?

The connection procedure consists of 4 different stages: 

1. The No Objection Certificate (NOC) stage
2. The Design Approval stage
3. The Inspection and Connection stage
4. The Generation stage

For any customer interested in investing in a Solar PV generator, it is recommended to hire a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor (List of Enrolled Electrical & Solar PV Consultants & Contractors) who will act as the customer’s agent and will advise on the best possible solution for your system. 

During the first stage, the Consultant/Contractor will gather all necessary general information and will then submit the online PV connection application form (Apply for Solar PV Connection). 

DEWA will carry out the application assessment and ensure all necessary documents have been submitted and all the criteria have been met. Upon successful completion of the assessment, DEWA will issue the No Objection Certificate (NOC). 

In the second stage, the Consultant/Contractor should submit the online Application for Design Approval (Apply for Solar PV Connection). With this application a number of technical documents need to be submitted to DEWA, such as the site plans, system design plans and details of the proposed equipment, compliance with DEWA regulations.

Upon successful completion of the application assessment by DEWA, and upon approval by the competent Authority/Entity (i.e Dubai Municipality, Trakhees, Etihad Esco etc.), the required construction and installation can begin.

In the third stage, once the installation works have been finalized, the Consultant/Contractor can apply online with DEWA for Notification for Electrical inspection and Testing, in order to proceed with the Connection. Along with this notification, the Consultant/Contractor will also be required to submit a number of documents, including the completion certificate from the concerned building Authority and the Shams Dubai Connection Agreement signed by the customer. Once DEWA finalises the assessment, meters will be installed.

The final stage begins once DEWA has installed the meters. The solar system will be generating electricity, and DEWA will be also considering any surplus generation fed into the grid for the purpose of offsetting against the customer’s consumption.

You will also be required to submit the signed Connection Agreement with DEWA, which sets out the net metering arrangement and the responsibilities of both parties. 

In addition, you will be required to present a signed Operation and Maintenance Contract as well as the Operation and Maintenance Manual provided by your Consultant and / or Contractor. For more details please refer to (DEWA DRRG Connection Guidelines) 

Snapshot of the Connection Process:

10. What equipment is needed?

A PV system is made up of different components. These include: 

Solar Panels

Solar panels are the electricity-generating units of a Solar PV system. Most solar panels have a life cycle of up to 25 years, but in some cases this can be longer. They are usually guaranteed by the manufacturer for a certain portion of the lifespan and they undergo a loss of performance over time. Therefore, some minimum efficiency is typically guaranteed. 

Inverter

The Inverter converts the DC electricity produced by the solar panels into an alternating current (AC) that can be used directly in the house or injected into the DEWA network. The Inverter should be located in an airy, safe and accessible area and protected from direct solar radiation and water. Inverters typically have an efficiency above 95% and a general warrantee for 10 years.

Metering System

To measure the electricity generated by the renewable generation unit and electricity consumed in the premises, two energy meters are usually installed:

• The first meter* (Generation check-meter) supplied and installed by DEWA measures the power generated by the photovoltaic system.
• The second meter supplied and installed by DEWA measures the power exported to DEWA grid and the power imported from DEWA grid. During the connection process, the renewable generation unit will be inspected by DEWA before the metering system can be installed. The inspection ensures that the generation unit complies with DEWA technical and safety regulations.

* The PV Generation check-meter can be waived for certain Shams Dubai projects < 10kW:

• In the case of villa communities having a large number of villas equipped with identical or similar small scale installations, the Generation check-meter is required only for a suitable sample of villas to be agreed with DEWA;
• In the case of individual buildings, provided the local area is not already saturated with other similar installations

Interface protection

An automatic decoupling device (also called Interface Protection) should be installed between the inverter and the network connection point, if not yet incorporated in the inverter. This decoupling device stops the PV plant when a problem is detected on the network or when maintenance is needed. This prevents the current from being injected into the network or the electric loads within the premises when the electric power supply has been switched off for safety reasons.

11. Does DEWA have any guidelines relating to the technical specifications of the solar panels and other equipment?

Such specifications are included in the following documents:

• Standards for (Distributed Renewable Resources Generators connected to the Distribution Network)
• Connection guidelines for Renewable Resources Generators connected to medium- and low-voltage distribution networks.
• The manufacturer should provide a certificate proving that their equipment is compliant with these requirements. This certification document will be requested by DEWA during the connection process. A list of eligible equipment can be found on DEWA Website. The list is non exhaustive: you can opt for a manufacturer currently not included in the list as long as the following two conditions are met:
• The equipment must be compliant with DEWA standards
• Proof of such compliance must be sent to DEWA based on the same requirements formulated in the manufacturer equipment eligibility process instructions (PV Equipment Eligibility).

12. Are there any basic criteria that determine whether a certain residential or business unit is suitable for the installation?

Solar panels have truly come a long way. As its popularity increases and installation costs are gradually reduced, a lot of homeowners and businesses nowadays are eager to benefit from this sustainable technology.

The roof orientation, shading and surface area will determine whether you can benefit from this technology as well as the type and size of equipment you require.

We advise you to contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor that can evaluate your criteria and advise you on the best possible solution for your premises.

There are three factors to be considered when planning to install solar cells onto the building’s envelope:

• Panels orientation to the sun
• Panels inclination
• Potential shadow

The favourable orientation for fixed solar cells in the United Arab Emirates throughout the year is south, and the optimal inclination is about 24 degrees. This typically allows an annual irradiation of about 2100 kWh/m2 for Dubai, when both direct and diffuse radiation are considered.

It is important that panels are kept clean and any deposit of dirt and dust is avoided, since these reduce sensibly the efficiency of the panels. Dubai is in a region prone to dust storms and its accumulation, therefore it is recommended that you clean the PV frequently.

Furthermore, it is advisable to avoid any shadow on the panels because this can cause a significant drop in performance, may damage the module.

A solar system is generally made up of modular components. This means that one can easily replace a malfunctioning component, and possibly extend the system in the future. 

13. Where are the panels usually installed?

Panels are usually installed on the roof rather than on the building façade, to reduce the visual impact and ensure ease of access for cleaning and maintenance. However, PV systems can be blended into almost any imaginable structure. You might find PV being used outdoors for security lighting as well as in parking lot rooftops and bus station shelters. Within the Shams Dubai initiative, ground-mounted panels are not envisaged.

14. Who will be responsible for maintaining the solar panels and related equipment once it is installed?

The maintenance of the system is the responsibility of the customer, who is required to have an operation and maintenance contract with a service provider. As part of the connection process, the customer must present a signed Operation and Maintenance Contract. It is required that the Operation and Maintenance Contract Service providers are enrolled as Electrical & DRRG Solar PV Consultant and Contractors.

15. What is the cost of solar panel technology?

The cost of the system depends on the size as well as the type of system used. Please refer to the answer to question 4 “What is the investment cost breakdown (equipment, installation, connection and maintenance fee”. 

16. Are there any additional costs other than equipment, installation and maintenance fees?

DEWA will charge a one-off connection fee as part of the connection process. No further specific charges will be added to future customer’s bills on an ongoing bases. For most installations, the one-off connection fee will simply equal the fixed amount charged by DEWA for each renewable generator connected to the grid. This amount is currently set at AED 1,500 for each renewable generator, and covers mainly the cost incurred by DEWA for the procurement and installation of the Solar PV generation check meter. This one-off connection fee can be reduced if no Generation check-meter is required.

• The PV Generation check-meter can be waived for certain Shams Dubai projects < 10kW:
• In the case of villa communities having a large number of villas equipped with identical or similar small scale installations, the Generation check-meter is required only for a suitable sample of villas to be agreed with DEWA;
• In the case of individual buildings, provided the local area is not already saturated with other similar installations

For large installations (with size above 400 kW) some dedicated equipment might be needed for the proper integration of the renewable generator into DEWA distribution network. In this case, DEWA will charge the cost of such equipment as part of the connection fees. The need for such equipment, will be made known to the applicant in the early stages of the application process, so that the customer will be in a position to take an informed decision on whether to proceed with the project or not. An estimate of the connection fees will then be communicated to the customer in design approval stage. 

17. Who bears the cost of the new meter?

The bi-directional smart meter measuring the electricity exported to and imported from DEWA electricity grid will be installed by DEWA without any additional cost to customers over the normal service charges.

The Generation check-meter, if installed to measure the electricity generated by the PV system, is charged by DEWA as part of the one-off connection fees*.

* The PV Generation check-meter can be waived for certain Shams Dubai projects < 10kW:

• In the case of villa communities having a large number of villas equipped with identical or similar small scale installations, the Generation check-meter is required only for a suitable sample of villas to be agreed with DEWA;
• In the case of individual buildings, provided the local area is not already saturated with other similar installations

1. Is there a limit as to how much solar electricity a DEWA customer can produce?

As per Shams Dubai Connection Conditions (Publications & Resources), the capacity installed should not exceed the applicable share of the Total Connected Load as per Section 2.2 “Limits to capacity of Renewable Generators”. Moreover, DEWA could impose a lower threshold should it be justified by technical limitations related to the integration of your PV system into the power distribution grid.

2. What happens to the energy produced? Is it automatically available for my personal use or is it fed back into the grid?

The electricity produced by the solar panel system is available for your own use and any excess is fed back into the grid. The quantity exported to the DEWA grid is monitored by the meter so that you can be credited on your future electricity bills. 

3. Once produced, where is the energy stored?

While off-grid PV systems depend on rechargeable batteries to store excess electricity, grid-connected systems do not require any storage, as excess electricity can be fed to the distribution grid.

Net-metering programmes provide producers with credit for any electricity they deliver to the grid. 

4. How will energy exported to DEWA be represented on my bill?

The electricity produced by the PV system reduces the amount of energy that a customer has drawn from the grid. If, at any point in time, more energy is produced than consumed, the excess is exported to the grid.

The monthly energy bill will only reflect the net amount of energy consumed as demonstrated in the diagram below:

If during a billing period more energy is exported than imported, the invoiced value of electricity will be zero and the surplus electricity will be shown as a credit which can be brought forward in the following billing period as shown in the diagram below:

Net Producer – Production higher than consumption

The following billing period, the credit will be offset against net consumption. 

If during the course of several consecutive months more energy is produced than imported from the grid, the credit accumulates and is carried over to the following months.

5. How will I be compensated for energy produced?

Any surplus of electricity will be offset from your bills in the following months. An indefinite rollover is applied, so any surplus will be carried forward to the next bill.

6. How is the offsetting of export electricity and electricity credits applied to the slab tariff structure?

As shown in the previous graphs electricity exports within the billing period and electricity credits carried forward from previous billing periods are deducted from the electricity imported from the grid, and only then are DEWA tariff slabs (and any applicable fuel surcharges) applied to calculate the bill. This means more savings for customers, as residual consumption is billed at lower slab rates.

For more details regarding DEWA tariffs and slabs, please visit DEWA website: https://www.dewa.gov.ae/ar-ae/consumer/billing/slab-tariff

7. What if I have multiple accounts with DEWA? Can the electricity generated and exported under one account be offset against consumption of other accounts?

This is possible as long as the other accounts are also located within the same plot. In this case you just need to indicate as part of your application which other accounts you want DEWA to link to the PV generator for offsetting purposes.

8. If I have multiple accounts within a plot of land, in which order will my different accounts be offset?

The account hosting the generator is always the first one, and the order of the subsequent ones will be determined by you during the connection application process. You can optimise your total invoiced amount by choosing an order where the accounts with the highest consumption are offset first.

Please see the diagram below:

9. I own a residential building (or a commercial retail space) and would like to install a solar system for use by different tenants. Can you provide an applicable model that I can use?

Under current legislation it is not planned to offset electricity produced by a PV plant against electricity consumed by different customers. You can only offset electricity consumption of the common areas of the building (lighting, air-conditioning, elevators etc.) measured by the meters you own. Another option is for individual tenants to install solar systems for their own use (tied to their own accounts)

10. What if I decided to sell or rent the property that hosts a solar PV generator, What are my options in this case?

Should you decide to sell or rent the property that hosts your Solar PV generator, you can agree with the new owner or tenant to transfer your generator to their account. However, your accumulated credit cannot be transferred to the new owner’s or tenant’s account.

11. Can I install solar panels in my home/ business premises/ production facility?

PV systems can be installed in your home and in your commercial or industrial premises provided there are suitable conditions for that. PV systems can be blended into a wide range of residential, commercial and industrial building structures.

PV can be used to power your premise's electrical systems, including lights, electrical cooling systems, and appliances.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

12. How long will it take to assemble the system?

Provided all authorisations required have been obtained, PV installations can be done quickly. A small 10 or 20 kW system can be installed within a week, while a larger, commercial or industrial system may take a few (4-8) weeks. 

13. What are the steps for installing solar systems in homes and public?

The connection procedure consists of 4 different stages: 

1. The No Objection Certificate (NOC) stage
2. The Design Approval stage
3. The Inspection and Connection stage
4. The Generation stage

For any customer interested in investing in a Solar PV generator, it is recommended to hire a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor (List of Enrolled Electrical & Solar PV Consultants & Contractors) who will act as the customer’s agent and will advise on the best possible solution for your system. 

During the first stage, the Consultant/Contractor will gather all necessary general information and will then submit the online PV connection application form (Apply for Solar PV Connection). 

DEWA will carry out the application assessment and ensure all necessary documents have been submitted and all the criteria have been met. Upon successful completion of the assessment, DEWA will issue the No Objection Certificate (NOC). 

In the second stage, the Consultant/Contractor should submit the online Application for Design Approval (Apply for Solar PV Connection). With this application a number of technical documents need to be submitted to DEWA, such as the site plans, system design plans and details of the proposed equipment, compliance with DEWA regulations.

Upon successful completion of the application assessment by DEWA, and upon approval by the competent Authority/Entity (i.e Dubai Municipality, Trakhees, Etihad Esco etc.), the required construction and installation can begin.

In the third stage, once the installation works have been finalized, the Consultant/Contractor can apply online with DEWA for Notification for Electrical inspection and Testing, in order to proceed with the Connection. Along with this notification, the Consultant/Contractor will also be required to submit a number of documents, including the completion certificate from the concerned building Authority and the Shams Dubai Connection Agreement signed by the customer. Once DEWA finalises the assessment, meters will be installed.

The final stage begins once DEWA has installed the meters. The solar system will be generating electricity, and DEWA will be also considering any surplus generation fed into the grid for the purpose of offsetting against the customer’s consumption.

You will also be required to submit the signed Connection Agreement with DEWA, which sets out the net metering arrangement and the responsibilities of both parties. 

In addition, you will be required to present a signed Operation and Maintenance Contract as well as the Operation and Maintenance Manual provided by your Consultant and / or Contractor. For more details please refer to (DEWA DRRG Connection Guidelines) 

Snapshot of the Connection Process:

14. Is there any limit to the size of the PV system that I can install?

As per the Shams Dubai Connection Conditions (Publications & Resources) the capacity installed cannot exceed the applicable share of the Total Connected Load as per Section 2.2 “ Limits to capacity of Renewable Generators”. Moreover, DEWA may impose a lower threshold should it be justified by technical limitations related to the integration of your PV system into the power distribution grid

15. How big a photovoltaic system do I need?

The size of solar PV system you need depends on several factors such as how much electricity you use, the size of your roof, and how much you're willing to invest.

You can contact an electrical Consultant that will help you determine what size and type of system would suit your needs. For a list of DEWA’s registered Consultants and Contractors, please visit the following link: (List of enrolled Solar PV Consultants & Contractors) 

16. What equipment is needed?

A PV system is made up of different components. These include:

• Solar Panels Solar panels are the electricity-generating units of a PV system. Most solar panels have a life cycle of up to 25 years, but in some cases this can be longer. They are usually guaranteed by the manufacturer for a certain portion of the lifespan and they undergo a loss of performance over time. Therefore, guaranteed efficiency is provided by the manufacturer (e.g. usually 90 % after 10 years and 80 % after 25 years).
• Inverter The Inverter converts the DC electricity produced by the solar panels into an alternating current (AC) that can be used directly in the house or injected into the DEWA network. The Inverter should be located in an airy, safe and accessible area and protected from direct solar radiation and water. The efficiency of the Inverter should be greater than 95 % with a general guarantee of 10 years.
• To measure the electricity generated by the renewable generation unit and electricity consumed in the premises, two energy meters are usually installed:
• The first meter* (Generation check-meter) supplied and installed by DEWA measures the power generated by the photovoltaic system.
• The second meter supplied and installed by DEWA measures the power exported to DEWA grid and the power imported from DEWA grid. During the connection process, the renewable generation unit will be inspected by DEWA before the metering system can be installed. The inspection ensures that the generation unit complies with DEWA safety regulations. 



*The PV Generation check-meter can be waived for certain Shams Dubai projects < 10kW:

• In the case of villa communities having a large number of villas equipped with identical or similar small scale installations, the Generation check-meter is required only for a suitable sample of villas to be agreed with DEWA;
• In the case of individual buildings, provided the local area is not already saturated with other similar installations
• Interface protection. An automatic decoupling device (also called Interface Protection) should be installed between the inverter and the network connection point, if not yet incorporated in the inverter. This decoupling device stops the PV plant when a problem is detected on the network or when maintenance is needed. This prevents the current from being injected into the network or the electric loads within the premises when the electric power supply has been switched off for safety reasons.

17. Does this technology pose any security threat to my property/ family/ tenants/ employees?

DEWA has developed a set of strict regulations that govern the PV system installation process. In addition, DEWA has strict guidelines and other relevant specifications ensuring that only the safest and most reliable equipment is used in Dubai. Using a DEWA enrolled Electrical & DRRG Solar PV Contractor for the installation, operation and maintenance of your solar system will improve your safety.

Nevertheless, you should be aware that DEWA only provides the list of the enrolled Consultants and Contractors that have attended DEWA’s Solar PV Training Course and possess the necessary qualification and skill. However, DEWA will not be responsible for any professional or boundary advice or other professional technical guidance given by the Consultant/ Contractor or for any injuries, damage, loss, substandard designs, construction, building, installation, delays and for any negative consequences arising from the services delivered by the listed Consultants and Contractors.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

18. Where can I buy solar panels?

We suggest you look for a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor (List of enrolled Solar PV Consultants & Contractors) and eligible equipment supplier (List of Eligible Equipment). .

DEWA enrolled Electrical & DRRG Solar PV Consultants and Contractors will provide you with all the necessary information regarding your needs. Enrolled Electrical & DRRG Solar PV Consultants and Contractors have undergone the necessary training on DEWA equipment and installation regulations, and can propose to you a range of solar system solutions for your home or business. 

19. Are there any additional costs other than equipment, installation and maintenance fees?

A one-off connection fee will be charged by DEWA as part of the connection process. This will typically represent a small share of the overall project cost. 

20. What happens to my current electricity meter if I install a PV system?

If you have an old electromechanics meter it will be replaced by a bi-directional smart meter measuring not only the electricity that you will import from DEWA electricity grid, but also the electricity that you will export to DEWA grid. If a DEWA smart meter is already installed at your premises this change will not be required, as your meter will be already fit for the purpose.

A second smart meter* (Generation check-meter) is typically installed by DEWA to measure the electricity generated by your PV system.

*The PV Generation check-meter can be waived for certain Shams Dubai projects < 10kW:

• In the case of villa communities having a large number of villas equipped with identical or similar small scale installations, the Generation check-meter is required only for a suitable sample of villas to be agreed with DEWA;
• In the case of individual buildings, provided the local area is not already saturated with other similar installations

21. Who bears the cost of the new meter?

The bi-directional smart meter measuring the electricity exported to and imported from DEWA electricity grid will be installed by DEWA without any additional cost to customers over the normal service charges.

The second meter, installed to measure the electricity generated by the PV system, will be charged by DEWA as part of the one-off connection fees. 

22. Can you provide a list of authorised consultants and contractors that can assemble my PV system?

For a list of DEWA enrolled Electrical & DRRG Solar PV Consultants or Contractors please go to: (List of Enrolled Solar PV Consultants & Contractors)

23. Are there any permits or approvals that I must obtain from other government bodies to complete the application process?

You will need a Building Permit from the competent Authority/Entity (i.e Dubai Municipality, Trakhees, Etihad Esco etc.) for the civil or structural part of the installation, and a Completion Certificate after the competent Authority has inspected and completed its final checks.

24. Can any company install, operate and maintain a solar panel technology for me, even if they are not enrolled?

Only DEWA enrolled Electrical & DRRG Solar PV Consultants and Contractors are authorised to install, operate and maintain your solar PV system. If you do not rely on an authorised contractor, your system will not be eligible for the grid connection and as such you will not be eligible to benefit from the Net Metering mechanism.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

25. I own a residential building (or a commercial retail space) and would like to install a solar system for use by different tenants. Can you provide an applicable model that I can use?

Under current legislation it is not planned to offset electricity produced by a PV plant against electricity consumed by different customers. You can only offset electricity consumption of the common areas of the building (lighting, air-conditioning, elevators etc.) measured by the meters you own. Another option is for individual tenants to install solar systems for their own use (tied to their own accounts)

26. I already use solar panels as on off-grid system and benefit from energy produced. Should I apply for connection to the grid?

If your off-grid system produces more electricity than you actually need and you don’t have an electricity storage system (or you have one but you want to get rid of it to avoid costly replacements or to free-up space), then connecting to the grid might be the best solution for you. Note that the system will need to comply with DEWA specifications in order to qualify for connection.

27. I have already installed solar panels and I am not sure if they are in line with your technical guidelines and standards. Whom should I contact for more information?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

Please refer to the DEWA list of enrolled Electrical & DRRG Solar PV Consultants or Contractors: (List of Enrolled Solar PV Consultants & Contractors)

28. The solar panels I have installed are not in line with DEWA technical guidelines, what should I do?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

29. In case of a fault, whom do I contact?

If there are issues with the PV system itself, such as those relating to substandard production output, please contact your Electrical & DRRG Solar PV consultant or Contractor. However, if you are experiencing issues with the meter or the billing, please contact DEWA. (Contact Us) 

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

For a list of DEWA enrolled Electrical & DRRG Solar PV Consultants or Contractors please go to: (List of Enrolled Solar PV Consultants & Contractors) 

Can I install solar panels in my home/ business premises/ production facility?

PV systems can be installed in your home and in your commercial or industrial premises provided there are suitable conditions for that. PV systems can be blended into a wide range of residential, commercial and industrial building structures.

PV can be used to power your premise's electrical systems, including lights, electrical cooling systems, and appliances.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

How long will it take to assemble the system?

Provided all authorization required have been obtained, PV installations can be done quickly. A small 10 or 20 kW system can be installed within a week, while a larger, commercial or industrial system may take a few (4-8) weeks.

What is the connection procedure?

The connection procedure consists of 4 different stages:

1. The No Objection Certificate (NOC) stage
2. The Design Approval stage
3. The Inspection and Connection stage
4. The Generation stage

Once you decide to invest in a Solar PV generator, it is recommended you hire a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor (List of enrolled Solar PV Consultants & Contractors) that will act as your agent and will advise you on the best possible solution for your system.

During the first stage, the Consultant/Contractor will gather all necessary general information and will then submit the online PV connection application form (Apply for Solar PV Connection).

DEWA will carry out the application assessment and ensure all necessary documents have been submitted and all the criteria have been met. Upon successful completion of the assessment, DEWA will issue the No Objection Certificate (NOC).

In the second stage, your Consultant/Contractor should submit the online Application for Design Approval (Apply for Solar PV Connection). With this application a number of technical documents need to be submitted to DEWA, such as the site plans, system design plans and details of the proposed equipment, compliance with DEWA regulations.

Upon successful completion of the application assessment by DEWA, you will be informed of the connection fee. Once you have paid the connection fee, DEWA will begin the necessary network intervention in order to facilitate the connection process and you can begin the required construction and installation.

The third stage of the process begins once your PV equipment has been laid out. However, before you initiate any electrical work, your consultant/Contractor must perform Mechanical Completion with the concerned building Authority (i.e Dubai Municipality, Trakhees) to insure the layout is compliant with all the applicable safety regulations. Once this is completed, you may proceed with the necessary electrical work and installations.

After all the electrical work has been finalised, you will now need to perform the online Notification for Electrical inspection and Testing (Apply for Solar PV Connection) in order to complete the inspection of your plant and to proceed with the Connection. With this notification, you will also be required to submit a number of certificates, a signed Connection Agreement between you and DEWA and a number of other documents.For details, kindly refer to (DEWA DRRG Connection Guidelines)

Once DEWA finalises the assessment, meters will be installed.

The final stage begins once DEWA has installed the meters. If your plant is equal or bigger than 100 kilowatts you should request the online Performance Test Notification. Upon successful completion of the plant performance test, DEWA will begin to consider the energy generated by your plant.

You will also be required to submit the signed Connection Agreement with DEWA, which sets out the net metering arrangement and the responsibilities of both parties.

In addition, you will be required to present a signed Operation and Maintenance Contract as well as the Operation and Maintenance Manual provided by your Consultant and / or Contractor. . For more details please refer to (DEWA DRRG Connection Guidelines)

Snapshot of the Connection Process:

Is there any limit to the size of the PV system that I can install?

As per the Connection Conditions (Publications & Resources) the capacity installed cannot exceed the maximum load allowed at your premises. Moreover, DEWA may impose a lower threshold should it be justified by technical limitations related to the integration of your PV system into the power distribution grid.

How big a photovoltaic system do I need?

The size of solar PV system you need depends on several factors such as how much electricity you use, the size of your roof, and how much you're willing to invest. Also, you need to consider whether you want the system to supply your complete electricity usage, or only a part of that. In order to fully gain the financial benefits of the net metering scheme, you should install a system that, during its lifetime, produces at the most, the amount of electricity that you will be consuming over the same period.

You can contact an electrical Consultant that will help you determine what size and type of system would suit your needs. For a list of DEWA’s registered Consultants and Contractors, please visit the following link: (List of enrolled Solar PV Consultants & Contractors) 

What equipment is needed?

A PV system is made up of different components. These include:

• Solar Panels Solar panels are the electricity-generating units of a PV system. Most solar panels have a life cycle of up to 25 years, but in some cases this can be longer. They are usually guaranteed by the manufacturer for a certain portion of the lifespan and they undergo a loss of performance over time. Therefore, guaranteed efficiency is provided by the manufacturer (e.g. usually 90 % after 10 years and 80 % after 25 years).
• Inverter The Inverter converts the DC electricity produced by the solar panels into an alternating current (AC) that can be used directly in the house or injected into the DEWA network. The Inverter should be located in an airy, safe and accessible area and protected from direct solar radiation and water. The efficiency of the Inverter should be greater than 95 % with a general guarantee of 10 years.
• Metering System To measure the electricity generated by the renewable generation unit and electricity consumed in the premises, two energy meters must be installed:
• The first meter supplied and installed by DEWA measures the power generated by the photovoltaic system.
• The second meter supplied and installed by DEWA measures the power exported to DEWA grid and the power imported from DEWA grid. During the connection process, the renewable generation unit will be inspected by DEWA before the metering system can be installed. The inspection ensures that the generation unit complies with DEWA safety regulations.
• Interface protection. An automatic decoupling device (also called Interface Protection) should be installed between the inverter and the network connection point, if not yet incorporated in the inverter. This decoupling device stops the PV plant when a problem is detected on the network or when maintenance is needed. This prevents the current from being injected into the network or the electric loads within the premises when the electric power supply has been switched off for safety reasons.

Does this technology pose any security threat to my property/ family/ tenants/ employees?

DEWA has developed a set of strict regulations that govern the PV system installation process. In addition, DEWA has strict guidelines and other relevant specifications ensuring that only the safest and most reliable equipment is used in Dubai. Using a DEWA enrolled Electrical & DRRG Solar PV Contractor for the installation, operation and maintenance of your solar system will improve your safety.

Nevertheless, you should be aware that DEWA only provides the list of the enrolled Consultants and Contractors that have attended DEWA’s Solar PV Training Course and possess the necessary qualification and skill. However, DEWA will not be responsible for any professional or boundary advice or other professional technical guidance given by the Consultant/ Contractor or for any injuries, damage, loss, substandard designs, construction, building, installation, delays and for any negative consequences arising from the services delivered by the listed Consultants and Contractors.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

Where can I buy solar panels?

We suggest you look for a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor (List of enrolled Solar PV Consultants & Contractors) and eligible equipment supplier (List of Eligible Equipment). .

DEWA enrolled Electrical & DRRG Solar PV Consultants and Contractors will provide you with all the necessary information regarding your needs. Enrolled Electrical & DRRG Solar PV Consultants and Contractors have undergone the necessary training on DEWA equipment and installation regulations, and can propose to you a range of solar system solutions for your home or business.

Are there any additional costs other than equipment, installation and maintenance fees?

A one-off connection fee will be charged by DEWA as part of the connection process. This will typically represent a small share of the overall project cost.

What happens to my current electricity meter if I install a PV system?

If you have an old electromechanics meter it will be replaced by a bi-directional smart meter measuring not only the electricity that you will import from DEWA electricity grid, but also the electricity that you will export to DEWA grid. If a DEWA smart meter is already installed at your premises this change will not be required, as your meter will be already fit for the purpose.

A second smart meter will be installed by DEWA to measure the electricity generated by your PV system.

Who bears the cost of the new meter?

The bi-directional smart meter measuring the electricity exported to and imported from DEWA electricity grid will be installed by DEWA without any additional cost to customers over the normal service charges.

The second meter, installed to measure the electricity generated by the PV system, will be charged by DEWA as part of the one-off connection fees. 

Can you provide a list of authorised consultants and contractors that can assemble my PV system?

For a list of DEWA enrolled Electrical & DRRG Solar PV Consultants or Contractors please go to: (List of Enrolled Solar PV Consultants & Contractors)

Are there any permits or approvals that I must obtain from other government bodies to complete the application process?

You will need a Building Permit from Dubai Municipality for the civil or structural part of the installation, and a Completion Certificate after the Municipality has inspected and completed its final checks. For buildings located in Free Zones, the competent Authority (e.g. Trakhees) should provide these documents. 

Can any company install, operate and maintain a solar panel technology for me, even if they are not enrolled?

Only DEWA enrolled Electrical & DRRG Solar PV Consultants and Contractors are authorised to install, operate and maintain your solar PV system. If you do not rely on an authorised contractor, your system will not be eligible for the grid connection and as such you will not be eligible to benefit from the Net Metering mechanism.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

I own a residential building (or a commercial retail space) and would like to install a solar system for use by different tenants. Can you provide an applicable model that I can use?

Under current legislation it is not planned to offset electricity produced by a PV plant against electricity consumed by different customers. You can only offset electricity consumption of the common areas of the building (lighting, air-conditioning, elevators etc.) measured by the meters you own. Another option is for individual tenants to install solar systems for their own use (tied to their own accounts)

I ALREADY HAVE A SOLAR PV SYSTEM INSTALLED AT MY PREMISES:

I already use solar panels as on off-grid system and benefit from energy produced. Should I apply for connection to the grid?

If your off-grid system produces more electricity than you actually need and you don’t have an electricity storage system (or you have one but you want to get rid of it to avoid costly replacements or to free-up space), then connecting to the grid might be the best solution for you. Note that the system will need to comply with DEWA specifications in order to qualify for connection.

I have already installed solar panels and I am not sure if they are in line with your technical guidelines and standards. Whom should I contact for more information?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

Please refer to the DEWA list of enrolled Electrical & DRRG Solar PV Consultants or Contractors: LINK

The solar panels I have installed are not in line with DEWA technical guidelines, what should I do?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

In case of a fault, whom do I contact?

If there are issues with the PV system itself, such as those relating to substandard production output, please contact your Electrical & DRRG Solar PV consultant or Contractor. However, if you are experiencing issues with the meter or the billing, please contact DEWA. (Contact Us)

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

For a list of DEWA enrolled Electrical & DRRG Solar PV Consultants or Contractors please go to: (List of Enrolled Solar PV Consultants & Contractors)

Are there any permits or approvals that I must obtain from other government bodies to complete the application process?

You will need a Building Permit from Dubai Municipality for the civil or structural part of the installation, and a Completion Certificate after the Municipality has inspected and completed its final checks. For buildings located in Free Zones, the competent Authority (e.g. Trakhees) should provide these documents.

Can any company install, operate and maintain a solar panel technology for me, even if they are not enrolled?

Only DEWA enrolled Electrical & DRRG Solar PV Consultants and Contractors are authorised to install, operate and maintain your solar PV system. If you do not rely on an authorised contractor, your system will not be eligible for the grid connection and as such you will not be eligible to benefit from the Net Metering mechanism.

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

I own a residential building (or a commercial retail space) and would like to install a solar system for use by different tenants. Can you provide an applicable model that I can use?

Under current legislation it is not planned to offset electricity produced by a PV plant against electricity consumed by different customers. You can only offset electricity consumption of the common areas of the building (lighting, air-conditioning, elevators etc.) measured by the meters you own. Another option is for individual tenants to install solar systems for their own use (tied to their own accounts)

I already use solar panels as on off-grid system and benefit from energy produced. Should I apply for connection to the grid?

If your off-grid system produces more electricity than you actually need and you don’t have an electricity storage system (or you have one but you want to get rid of it to avoid costly replacements or to free-up space), then connecting to the grid might be the best solution for you. Note that the system will need to comply with DEWA specifications in order to qualify for connection.

I have already installed solar panels and I am not sure if they are in line with your technical guidelines and standards. Whom should I contact for more information?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

Please refer to the DEWA list of enrolled Electrical & DRRG Solar PV Consultants or Contractors: LINK

The solar panels I have installed are not in line with DEWA technical guidelines, what should I do?

Please contact a DEWA enrolled Electrical & DRRG Solar PV Consultant or Contractor to have your system inspected. You will be guided on how to proceed.

In case of a fault, whom do I contact?

If there are issues with the PV system itself, such as those relating to substandard production output, please contact your Electrical & DRRG Solar PV consultant or Contractor. However, if you are experiencing issues with the meter or the billing, please contact DEWA. (Contact Us)

WARNING:

• All electrical installations, operation and maintenance should be done only by qualified solar PV electricians (DEWA enrolled Electrical & DRRG Solar PV consultants and contractors).
• Under no circumstances should the owner of the solar system interact with its components.
• When exposed to light, photovoltaic (PV) arrays create electrical energy that cause a hazardous condition.

1. What is EasyPay?

EasyPay is a new payment service, which enables DEWA’s customers to make payments for various services provided by DEWA in faster and easier way.

2. What are the benefits of using EasyPay?

EasyPay allows you to make payments for various DEWA services as well as payments for your accounts and those of your friends on a single screen.

3. What service’s payment are available through EasyPay?

The following service’s payment are available through EasyPay:

• Account Payment (Green Bill, Final Bill, Security Deposit Payment and Pay for Friend, Tayseer (Smart Collection Platform)
• EV Green Charger Bill
• Port Sales Payment
• Estimate Payment
• KW Invoice Payment
• General Services (Electricity Meter Testing, Transformer Oil Testing, Jointer Certification ..etc)

4. How can I access EasyPay?

You can access EasyPay through www.dewa.gov.ae/easypay. Furthermore, EasyPay can also be accessed through DEWA’s smart app (Android and iOS).

5. How can I register for EasyPay?

No separate registration is required for DEWA’s online users.

6. What is my EasyPay number?

EasyPay number is your existing number for respective services. e.g. for bill payment, contract account number is your EasyPay number. To get your EasyPay number for various services, please click here

7. Is my login required to access EasyPay?

Yes, login is required to make the payment. No login is required for inquiring about the outstanding amounts.

8. Can I access EasyPay through my DEWA online user ID /UAE PASS?

Yes, you can access EasyPay through your DEWA online user ID / UAE PASS

9. What payment methods can I use through EasyPay?

You can use credit card, debit card, ePay and DubaiNow.

Smart Response: is an innovative initiative to enhance “attending Electricity/ Water technical incidents” service, targeting all DEWA business & individual customers, with special focus on Senior Citizens, People of Determination and People on life-support equipment.

1. Time required to deliver this service:

Electricity:

• Within 2 hours (Minor Notifications).
• Within 4 hours (Major Notifications for main cable failures).

Water:

• Within 3 hours (Minor Notifications).
• Within 6 hours (Major Notifications).

2. How can I report an incident?

DEWA offers different channels to submit a notification:

• Through DEWA app
• DEWA’s website (Go to ‘Services’ then ‘Smart Response’)
• DEWA Emergency Call Centre (991)

3. How can I track an incident?

You can track your incident by using one of the below channels:

• DEWA app
• DEWA website (Go to ‘Services’ then ‘Smart Response’)or (from ‘Help & Support’ tab then ‘’Smart Response’)
• DEWA Emergency Call Centre (991)

4. Why does my breaker frequently trip and what can I do to avoid this issue?

This could be due to an internal fault or faulty breaker. To solve and avoid this issue, you need to have it replaced by a private competent technician.

5. Where can I find a list of competent technicians?

You can use DEWA store, where a list of technical service providers are available with offers for DEWA customers*
*Disclaimer should be added

6. Why do I face  power or water supply interruptions?

There are different reasons that could cause power or water supply interruptions which are listed below:

• Bill amount is due
• You have a Dubai Municipality violation
• Internal fault
• Planned outage for network maintenance
• Forced outage for network repair

7. I received an over load or high water notice . What does this mean?

Your circuit breaker is over rated and may damage your installation and DEWA cable. Therefore, you should replace it with a proper rated one as per the guidelines in the safety notice.

Your Water consumption is high and may lead to high bill, Therefore, you should check with internal maintenance team to investigate and rectify

1. What is DEWA Store?

DEWA Store is an innovative initiative from DEWA for its customers that is launched in 2018. It allows all DEWA customers to redeem offers from different outlets depending on their category. The offers are exclusive to DEWA customers, who can only redeem them through the DEWA mobile App.

2. What is the purpose of DEWA Store?

The purpose of the project is to increase customer happiness by offering value-added services from private and public sectors, so more DEWA customers will use DEWA’s smart app and its smart services. This will reduce the environmental footprint, which is an important strategic objective for DEWA.

3. How can I access DEWA store?

DEWA Store is available on DEWA’s smart app. Firstly, download DEWA App to your smart device, then you have to login using your username and password, you will find the DEWA Store feature on the main page.

4. Where can I find DEWA app to download from?

You can download the app from the Apple store and Play store.

5. Can we find DEWA store on DEWA website?

No, you can’t. The DEWA store is only available on DEWA App.

6. Can I use an offer more than one time?

The same offer can be used only once per user. However, different merchants can make more than one offer.

7. Is DEWA store free of charge or I will get a charge in my Green Bill?

Yes it is free. There are no fees or charges for using DEWA Store.

8. How do I track my selected offer after subscription?

You can find and track your subscribed offers through “My offer” option in DEWA Store.

9. How do I cancel the offer I selected?

Each offer depends on the merchant’s terms and conditions.

10. How many offers I can redeem in one day?

As many as you want. There is no limit on the number of offers per day.

11. How do I receive a confirmation for my offer subscription?

This depends on the merchant, either the merchant will call you to confirm the subscription that you want it, or the offer will not need any confirmation.

12. If I encounter a problem or need a support, how can I contact DEWA?

Customers can contact DEWA store Customer care on 04-3225555 to answer all your inquiries regarding DEWA Store through the DEWA App.

As for questions relating to a specific merchant-redeemed offer, you can contact the call centre number provided by the merchant.  

13. What are the types of offers available in DEWA Store?

DEWA customers can use offers from different merchants from the below categories:

- Home-Moving services.

- Telecommunication packages.

- Furniture.

- Home appliance.

- Home maintenance.

- Health and Fitness.

- Bank offers and facilitated instalments.

- Insurance.

- Shopping.

- Leisure and Entertainment.

- Travel and Hotels.

1. What is One Step Move-in? 

Upon issuance of your Ejari from any of the 800+ Real Estate management companies and Dubai Land Department authorized offices, your data automatically get transferred to the DEWA system and DEWA creates your account (DEWA Move in).

2. Do I need to request separately for DEWA Move in at Real Estate management companies and Dubai Land Department authorized offices? 
Real Estate management companies and Dubai Land Department authorized offices
No, you are not required to request separately for DEWA Move in at Real Estate management companies and Dubai Land Department authorized offices.

3. Do I need to submit any documents for DEWA Move in at Real Estate management companies and Dubai Land Department authorized offices ? 

No, you are not required to submit any documents for DEWA Move in at Real Estate management companies and Dubai Land Department authorized offices. 

4. Do I need to submit DEWA payment receipt to Real Estate management companies and Dubai Land Department authorized offices for issuance of Ejari?

No, you are not required to submit DEWA payment receipt to Real Estate management companies and Dubai Land Department authorized offices for issuance of Ejari. You only need to provide your DEWA 9 digit premises number (displayed on the door of each premises)

5. How I will know that DEWA has created my Move in? 

When you get your Ejari, you will immediately receive an SMS and Welcome email from DEWA with your DEWA account details. 

6. How I can pay DEWA Security Deposit? 

The Welcome email that you receive from DEWA includes a link for payment of Security Deposit. By clicking on the link, you can pay DEWA Security Deposit online. Alternatively, you can pay DEWA Security Deposit through any DEWA payment channel.
 
7. If I do not receive Welcome email from DEWA, how can I make Move in?

If you do not receive a Welcome email from DEWA due to not entering your correct email ID by Property Management Company, you can apply online on DEWA Website / DEWA Smart App.
 
8. Do I need to enter Ejari number while applying online at DEWA Website / DEWA Smart App?

Yes, you will be required to enter Ejari number at the time of applying for DEWA Move in at DEWA Website / DEWA Smart App.

9. How will Ejari number help me in DEWA Move in at DEWA Website / DEWA Smart App?

If you enter a valid Ejari number, you will not be required to submit any documents.

10. Do I need to submit Ejari for DEWA Move-in Service?

Yes, all customers (Tenants only) will be required to submit Ejari for DEWA Move-in service.

11. Do I need to submit both Tenancy Contract and Ejari for DEWA Move in? 

No, you are required to submit Ejari only which will replace the traditional tenancy contract, for DEWA Move in. 

12. Can I get my Ejari at the time of getting my tenancy contract from any of the 800 Property Management Companies? 

Yes, you will get your Ejari at the time of getting your tenancy contract from any of the 800 Property Management Companies.

EJARI ‘attestation’ fees, ‘security deposit’ fee and supply activation fee for electricity and water services

13. How much is the fee that I need to DEWA for activation of Electricity & Water?

Refundable security deposit for electricity and water connections - AED 2,000 (for apartments) / AED 4,000 (for villas), in addition to supply activation fees - AED 130 to be paid to DEWA through any payment channel.

14. Is there any discount for Thukher and Sanad cardholders on activation charges?

Thukher and Sanad cardholders are entitled to a 50% discount on Activation charges

1. How can I submit online for Final Bill?

To request a Final Bill , 'Final Bill Request (Move out)’ page.

2. Are any attachments required while submitting an 'online Request for Final Bill application?

Required for companies only: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).

3. What rules do I have to follow while filling in the online Request for Final Bill?

Required fields must be filled in (required fields are either in red or marked with an asterisk *).

4. How will I know if there are data entry errors for my submitted Request for Final Bill application?

Error messages will appear before the form can be submitted.

5. What happens when I successfully submit the Request for Final Bill?

The request will go to the concerned department and will be processed accordingly.

6. Is there any discount for Thukher and Sanad cardholders on De-activation charges?

Thukher and Sanad cardholders are entitled to a 50% discount on De-activation charges.

7. How can I get more information?

For more information about this service please visit 'Help & Support' page.

1. What is Move-To Service? 

Move-To is a new service for customers shifting from one premises to another premises within Dubai.

2. Why is Move-To service easy and convenient for customers? 

With Move-To service, customers can get move –in (Activation of Electricity & Water) service and move-out (Final Bill) service in one interaction point.

3. How can I submit Move To requests? 

You can submit Move-To request mentioning the below fields;

   -   Ejari number for new premises
   -   New premises number
   -   Move in date
   -   DEWA Contract account number for existing premises
   -   Move out date

4. What is Move-out date? 

   -   Move-in date is the date on which you want your electricity & water supplies to get reconnected in your new premises.

5. Which categories of customers can use the Move-To Service? 

Move to service covers residential and commercial categories, keeping in mind that they can shift only within the same category, i.e. Move to from residential to residential premises only and commercial to commercial premises only

6. Do I need to pay DEWA Security Deposit for new premises in Move-To Service? 

   a)   No, you are not required to pay, if Security Deposit in your existing premises is sufficient to cover required Security Deposit in your new premises. Your Security Deposit from existing premises will be transferred to your new premises.

   b)   You will be required to pay the difference of Security Deposit to have required amount of Security Deposit in your new premises, if shifting from Flat to Villa or the Security Deposit in your existing premises is less the required Security Deposit for the new premises

7. What are the pre-requisites for Move-To Service? 

You will be required to settle the outstanding dues if any on the existing premises before applying for the Move-To service

8. Do I need to apply for refund of DEWA Security Deposit for Move-out account? 

No, you are not required to apply for refund of DEWA Security Deposit, as your DEWA Security Deposit will be moved to your new premises.

9. Do I need to settle the Final Bill amount for the premises from which I moved-To? 

Yes, you are required to settle the final bill amount for the premises from which you moved-To.

10. Do I need to submit Ejari for Move-To service? 

Yes, Ejari contract for the moving in to new premises is mandatory.

11. Can I get Move to service at Real Estate Management Companies / Dubai Land Department authorized offices?

No, you are not required to submit DEWA payment receipt to Real Estate Management Company / Dubai Land Department authorized offices for issuance of Ejari. You will only need to provide the DEWA 9 digit premises number (displayed on the door of each premises)

12. Do I need to submit DEWA payment receipt to Real Estate Management Company / Dubai Land Department authorized offices for issuance of Ejari?

No, you are not required to submit DEWA payment receipt to Real Estate Management Company / Dubai Land Department authorized office for issuance of Ejari. You will only need to provide the DEWA 9 digit premises number (displayed on the door of each premises)

A Reference Number can be generated for all of the existing accounts under the login, with additions or deletions, if any.

However, for the File upload option you can use a maximum of 300 accounts in one file.

 
Payments using a Reference Number can be made at any of the ENBD CDM Machines using the cheque payment method.

A) Pay by cheque: The payment can be up to 999 Million AED per transaction.
B) Pay by cash: Maximum amount is AED 40,000.

You can make a payment for a reference number anywhere a CDM machine is available, including the machines in DEWA offices.

1. Through which channels can I apply for the refund service?

• IBAN
• Western Union 
• Cheques 
• Transfer refund to another active account

2. What is the limit of refund amount for refund channels?

Below is the limit of refund amount:

• IBAN – 200,000 AED 
• Western Union –  (20 to 18,000) AED
• Cheques – above 200,000 AED
• Transfer refund to another active account – No limit

3. How can I request my refund through Western Union?

You can select Western Union option by logging into your account on DEWA’s website or  smart app

4. What is the benefit of selecting Western Union refund option?

By selecting Western Union, you will be able to get your refund in any part of the world, based on the selection made at the time of request.

5. What are the charges for “refund thorough Western Union?”

USD 5 or 1% of refund amount whichever is higher

6. What exchange rate would be applied?

Western Union exchange rate will be applied for each transaction

7. What is MTCN number?

The Money Transfer Control Number (MTCN) is a unique 10 digit tracking number, assigned to each refund transaction. You would need this MTCN to collect your refund amount at Western Union.

8. How will I get my MTCN number?

Once your refund request is processed, you will be able to access MTCN by logging in to your account though your valid user ID and password

9. How long will this MTCN number be valid?

MTCN once generated, will be valid for 30 days. This means you need to collect your refund amount within 30 days.

10. Who is the receiver of the refund?

Refund needs to be collected by legitimate/authorized customer

11. Why is there a secret code/question?

The secret code is applicable only in case of refunds to be collected in South Africa.

12. What are the payout requirements I should provide to collect the transaction?

• Valid ID (customer name should match as per DEWA system and ID).

• Sender’s full name (in this case it is DEWA)

• Mention to Western Union the approximate amount 10% less or more.

• Transaction originating country (State/City for USA/Mexico)

• MTCN (Money Transfer Control Number)

• Answer to the Test Question/ Secret code (when it is applicable-South Africa transactions)

13. How much is the minimum and maximum amount to be refunded per transaction?

Minimum amount is any remaining amount can be refunded after deduction of Western union charges (USD 5 at rate of 3.673) and Maximum amount is USD 5000

14. Once I select the city and country, can I collect the amount from a different city in the same country?

• Yes, you can collect the amount from a different city in the same country except for USA and Mexico in which state and city is required to be specified and collected from the same city and state.

• For USA and Mexico, to make any changes, the transaction has to be cancelled and re-issued with the new

What is slab tariff?

You can check your monthly electricity and water consumption along with the fuel surcharge applied on your bill. Fuel Surcharge will be shown separately in your monthly bill and will be charged by Fils/kWh for electricity and Fils/IG for water.

How to access the application ?

To view service details, visit 'Slab Tariff' page.

Which type of customers can calculate the tariff?

Following customers can check slab tariff details.

• Residential.
• Commercial.
• Industrial.

What are the units of measurements for slab tariff?

You can measure in

1. Electricity (kWh).
2. Water (IG = Imperial Gallon)

How can I get more information?

For more information about this service please visit 'Help & Support' page.

What is Collective Billing?

• Collective Billing facilitates organizations, companies and corporate customers who have 9 or more accounts to manage their billing under a consolidated Collective Account.
• Collective customers have the facility to receive one consolidated bill for all their Contract Accounts and they can pay online or through one check for all Contract Accounts.

How can I request for Collective Billing account?

To request for Collective billing, visit 'Collective Billing' page. Fill in the request form and submit it online, a notification number will be generated and sent to your registered email /mobile number.

How can I get more information?

For more information about this service please visit 'Help & Support' page.

How can I update my contact details with DEWA?

• Kindly login to your online profile, then visit 'Update Customer Information' page. 

• Select your desired Contract Account (in case you have Multiply Contract Accounts). 

• You may enter your new details and click “Update”. 

Alternately, you may call 04-6019999 or email at customercare@dewa.gov.ae to update your details.

What are the charges for Customer Information update?

• All customer information updated through your online profile are FREE OF CHARGE. 

• However, P.O.Box update requested through Email is liable for address change charge of AED 10. 

For further details kindly call us on 04-6019999 or visit the 'Help & Support’ page.

Yes this service is free of charge, unless you change the PO Box number. A charge of AED 10 will be added if requested by email.

How can I get more information?

Visit 'Help & Support' page.

How can I change my account password?

Login to “My Account” on the menu list of the website, and click on 'Change Password' option to change it.

The following is a compilation of frequently asked questions about applying for jobs at DEWA and their answers. Click on the question to view the answer.

How do I search available vacancies at DEWA?

Please visit the Careers page.

How do I apply online?

Go to the Careers page and click on ‘Candidate Registration’ if you haven’t registered before or ‘Login’ if you’re already registered. Search for the job that suits you and click ‘Apply’.

Why do I have to register online?

By registering, you save your information in our CV Bank for future openings. It also helps our recruitment team make the right selections.

Click on ‘Login’ and then ‘Forgot Password?’ Enter your username and email and click ‘Request Password’. You will receive a new password by email.

To register, you need a valid email address, passport number and an updated CV. A photograph and other relevant documents may be requested, depending on the job profile.

A typical application takes about 10 minutes. You will be required to fill in few personal details, answer some competency questions and upload your CV.

How do I submit my CV?

When you register, you will be asked to attach your CV. Accepted file formats are MS Word (.doc or .docx) and pdf only. File size should not exceed 200 KB.

Yes. If you meet the required qualifications and experience, you may apply for more than one vacancy.

You can update your application as long as its status is ‘incomplete’ or ‘new’ and not yet processed.

You can set up an email alert to receive notifications when a new vacancy of your preference is posted. To set up an email alert, visit the ‘Email Alerts’ page under the ‘Vacancies’ section and choose Job Alert.

You can also follow our LinkedIn blog to receive updates on latest opportunities at DEWA.

Login to your profile in the Careers page and click on Employment Opportunities tab. Go to My Applications and select the Job that you applied for and click Continue/Display Application.

No. You cannot send the employment application by email.

Visit the Contact Us page and complete a Web Communication Form and submit it.

Are any attachments required while submitting a Job application?

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.

How will I know if there are data entry errors for my submitted job application?

Error messages will appear before the form can be submitted.

Forget Password or Account Locked: Too Many Attempt Error:

If you forget your password or your account locked click on forget password link, you will need to remember your username or the email to reset your password.

You will receive an email that includes new password.

After submitting your application, you receive an acknowledgement email that your application has been received and is under process.

You will be informed about the next step within 14 days after receiving the application.

Once your application is reviewed and shortlisted, our recruitment team will contact you by phone or email for an interview. If your application is unsuccessful, you will receive a regret email from our recruitment team.

Interview stages differ from one position to another. Typically you will be interviewed by HR (telephone and/or personal), followed by a personal interview with the Line Manager. You may also be required to take an assessment test such as a technical or psychometric test, depending on the role.

You will receive feedback within a week after the personal interview or assessment test. A Recruitment Specialist handling your file will contact you with for the updates.

It takes from 10 to 12 working days to receive an offer. The process depends on completing interviews with all shortlisted candidates, seniority of the position, and location of the candidate whether in the UAE or abroad.

A member of our recruitment team will contact you inform you about the required documents to complete the hiring process. You may also be required to undergo a medical check-up and get a certificate of good conduct. After completing all required clearances, a member of our Integration Team will be assigned to assist you in the onboarding process.

On what basis do you make your selection?

Candidates are screened and short-listed on the basis of the job requirements, such as the level of qualifications and experience related to the position they are applying for. If you are successful, a member of our recruitment team will contact you to arrange an interview for further screening. This is also an opportunity for you to ask any additional questions you may have regarding the role.

What are some of the ways to conserve water in daily life? 

How can I get my user id?

Visit the ‘Forgot Username' page then, enter your Business Partner number and registered email with DEWA. You will receive your User ID through email.

What is the Green Bill and how can I receive it?

School and Educational Institutes can book a lecture on conservation.

How to access lecture booking Service? 

How can I request Consumption Verification for Electricity / Water?

To submit request for Consumption Verification – Electricity / Water, please visit the ‘Consumption Verification - Electricity/Water’ page.

What options are available to me, if I want to request for Consumption Verification – Electricity / Water?

While applying for the ‘Consumption Verification – Electricity / Water’ below options are available to you;

• Perform self-diagnosis

• Schedule a call with a DEWA agent

• Schedule an onsite visit from DEWA team

Can I choose the date and time of onsite visit for DEWA team?

Yes, you can choose your convenient date and time of onsite visit for DEWA team from the available date and time slots

Can I choose the date and time of schedule a call with DEWA agent?

Yes, you can choose your convenient date and time of call with our DEWA agent from the available date and time slots.

How much is the fee for Consumption Verification – Electricity / Water service?

There is no fee for “Perform Self-diagnosis” and “Schedule a call with DEWA agent”. However, there is a fee of AED 30 / 75 (based on meter type / size) for “Schedule onsite visit for DEWA team” if the meter is not faulty.

Are any attachments required while submitting Consumption Verification – Electricity / Water service?

No attachments needed.

What rules do I have to follow while requesting ‘Consumption Verification – Electricity / Water service’?

• Log-in with your DEWA credentials (Online ID and password)

• Click on Consumption Management from the “Consumer” tab and then ‘Consumption Verification – Electricity / Water’

• Then follow the step by step process for ‘Consumption Verification – Electricity / Water’

Can I submit request ‘Consumption Verification – Electricity / Water service’ in more than one language?

Yes, you can request ‘Consumption Verification – Electricity / Water service’ in below 5 languages;

• Arabic (العربية)

• English (English)

• Urdu (اردو)

• Filipino (Tagalog)

• Chinese (中文)

What happens when I successfully submit the Consumption Verification request?

The form will go to the respective Department concerned. The application will then be processed accordingly.

How can I get more information about unusually high or low bills?

To get more information about this service, you can contact the Customer Care Centre. The contact information of the department is available at our Help & Support page. Further, you can schedule a call with DEWA technical team via “schedule a call with DEWA agent”

How can I track my request?

Track the status of your request, then click on “Track Request” in the services list.

What is the dispute resolution process, if I am not satisfied with the outcome of my enquiry?

You can schedule a call with DEWA technical team via “schedule a call with DEWA agent”

Further, you can resubmit your enquiry through www.dewa.gov.ae OR request for an appointment to meet with the concerned through email customercare@dewa.gov.ae.

How and when is consumption being estimated?

In an extremely rare and exception scenario, even after all our efforts to read your monthly meter, there are situations where the meter reading is not available, due to locked premises or any technical reason we then estimate the consumption based on customer/premises consumption pattern. We do this in order to avoid any cumulative bill to customers in subsequent month,. Any customer requiring information on the estimation methodology can send an email to customercare@dewa.gov.ae.

Further, once the actual reading is received then DEWA will adjust any estimated bills which may be more or less based on actual consumption.

Can customers submit meter readings?

In exceptional circumstances, by mutual agreement with customer, meter readings provided by customer can be accepted.

What if I overpaid or underpaid my bill?

Customer advance payments/over payment remains as credit in their account and it is automatically adjusted by the system against the new monthly invoice amount. The underpayment amount accumulates within the next monthly invoice with clear details of current month invoice amount and previous balance. However, the supply will be liable for disconnection according to DEWA’s rules and regulations.

What services/features are available in the in DEWA’s website and smart app?

You can utilise the following new services through DEWA’s website / smart app:

• Pay Your Friend’s Bill
• Consumption Graph that provides a graphical representation of your Electricity and Water consumption.
• Payment will be reflected immediately into your DEWA Contract Account.

I have multiple Business Partners (BPs) in my User ID; can I make bill payments for all the Contract Accounts (CA) in each BP Together?

Yes, through your online profile you can view/pay bills for all BPs under your User Id by using the Bill Payment Service.

I am proceeding on leave and my next bill will arrive when I will be on leave? What should I do to avoid disconnection?

You can pay the amount of bill as per your consumption in advance before proceeding on vacation or else you can view and pay your bills online before due date from anywhere in the world .

Can I pay my friend’s or relative’s DEWA bill? What information should I provide?

What is the maximum amount of single payment transaction that can be done through (DDA) Dubai Digital Authority?

• Credit Card: Up to AED 200,000 can be paid at one time on the online portal
• Net Banking: No Maximum limit
• Noqodi: No Maximum limit

Are all credit / debit cards accepted?

Is payment through Apple Pay and Samsung Pay accepted?

Who can register on DEWA customer portal?

All existing customers, of DEWA can register on DEWA customer portal.

How can I register on DEWA customer portal?

To register in DEWA online services follow the below steps:

Click on My account

Then under don’t have an account click on Register and follow the steps for the registration.

When I try to register on DEWA customer portal, I get the message “BP is not maintained”, why?

Please make sure to enter the correct Business partner number which matching our records. 

I am an existing customer of DEWA, but I am unable to register on DEWA customer portal, why?

To register on DEWA online services you have to provide:

- Business partner number.

- P.O Box / mobile number / email address, which is registered on your account with DEWA.

- Or you can call customer care center on 04-6019999 or send us an email to customercare@dewa.gov.ae

When I attempt to login I get the message”Password Locked”, please advise?

For security reasons, the system locks the concerned online account after six consecutive failed login attempts.
Please use the Forgot Password Link to reset your Password.

Or you can call customer care center on 04-6019999

When I try to login to my online profile, I get the message “User Authentication Failed”, why?

Kindly attempt to reset your online password by visiting the 'Forgot Password’ page.

If you are still unable to login to your account, kindly call our Customer Care Center on 04-6019999 or send us an email on customercare@dewa.gov.ae and we shall be glad to assist you.

When I try to login to my online profile, I get the message “User ID is not enrolled in the System”?

This is because your enrollment doesn’t exist, kindly visit 'Register with DEWA' page to register for DEWA Customer portal.

How can I update my login profile and information?

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.

Does DEWA send reminders for overdue bill payments before they disconnect our electricity and water?

Yes, DEWA sends 3 reminders before any disconnection. These reminders are sent to both the registered email and mobile of the customer.

How come I did not get the reminder notifications before you disconnected my electricity?

Please check if your email and mobile number has been updated with DEWA as DEWA only sends reminders to the registered mobile and email of our customers. 

If I have not paid my DEWA bill, after how many days will you disconnect my service?

If you have not paid your DEWA bill, you are liable disconnected 14 days after the due date mentioned on the bill.

What is the minimum amount I need to pay to reconnect my service?

You need to pay the full outstanding dues, including supply reconnection charges of AED 100, in order to get your service reconnected.

After disconnection, how long will it take to have my electricity and water restored if I have made the payment?

Reconnection for a majority of customers, typically happens within 4hrs from the time of payment.

How do I register my email and mobile number to ensure that I get reminder notifications before any disconnection? 

If you are getting your monthly Green Bill every month through email, then your contact details are with us and you will get reminder notifications before any disconnection. If you are not getting your monthly Green Bill, then it is possible that your contact details haven’t been updated with us. You can “update your contact details online” free of cost, or visit the nearest DEWA Customer Happiness Centre and pay AED 10 to update this.

1. What is the High Water Usage Alert?

The High Water Usage Alert notifies DEWA customers who have smart water meters installed in their premises of any suspected water leakage. This alert is raised when your water consumption is higher than normal, indicating the possibility of internal water leakage within your premises, such as a broken pipe or leaking toilet, etc.

2. What is the objective of the High Water Usage Alert?

This alert is part of DEWA’s Green Dubai initiative that helps in preventing wastage of water and contributes for a greener Dubai in line with the emirate’s strategy towards resources sustainability.

3. Who can benefit from the High Water Usage Alert?

Customers who have smart water meters installed in their premises can receive High Water Usage Alert, for all premises types namely residential, commercial and industrial, noting that by 2020, all the water meters in Dubai will be replaced by smart water meters>

4. How can I receive High Water Usage Alert?

It is not upon request; you will receive High Water Usage Alert automatically from DEWA to your registered contact details (email / SMS), or through DEWA smart application. It is very important to verify and update your contact information with DEWA in order to receive DEWA billing and consumption communication.

If you would like to update your contact information, please visit: dewa.gov.ae/update.

5. When will I receive the High Water Usage Alert?

You will receive the High Water Usage Alert if your smart water meter continuously records consumption (for minimum 48 hours) substantially higher than your average daily water consumption during the last three months.

6. What is the frequency of the Alert?

You will receive the Alert every 15 days if the High Water Usage continues, up-to three months duration. After 3 months and if no action was taken, the High Water Usage level will be read as your usual water consumption and you will not receive any more High Water Usage Alerts.

7. When I will stop receiving alert?

You will stop receiving alert when your water smart meter stops recording continuous consumption or your daily water consumption is no more substantially higher than your average daily water consumption for the last 3 months.

8. How can I benefit from the High Water Usage Alert?

You can save on your water bill by identifying and rectifying any potential internal leak in a timely manner. This will also help in reducing water consumption and conserving the environment.

9.  What are the charges for this feature?

This is a free feature for DEWA smart water meters’ customers.

10. What action should I take, if I receive an High Water Usage Alert?

You need to check around your premises for any visible water leaks. The following steps will help you:

• Check all the taps are tightly closed and not leaking.
• Check all toilets, especially the flush tanks and toilets which are not in regular use.
• Check water heaters, washing machines and other water consuming equipment.
• Check for any signs of water spots inside the kitchen. 
• For villas, check any water tanks for overflow.
• Check irrigation connections and swimming pools for any visible or invisible leakage.
• Ensure irrigation timings are set and check for any excess usage.

If you still cannot find any water leakage, you should contact your landlord or maintenance company to check further and rectify the water leakage as soon as possible.

11. Who is responsible for identifying and fixing the identified internal leakage?

It is customer responsibility to identify and rectify any internal water leaks in the customer’s premises (after the water meter). The High Water Usage Alert is a courtesy to our customers and does not guarantee every leak will be detected by DEWA.

12. What should I do if I receive High Water Usage Alert with wrong information?

If you have received a consumption alert not belonging to you, you can contact DEWA Customer Care Center at 046019999.

13. If I am out of the country, how can I take action based on the High Water Usage Alert?

If you are out of country, you can contact your Landlord or management company to check for any suspicious water leakage within your premises.

What are DEWA Website's User Categories?

• Consumer

All energy consumers including those who use electricity and water, electric vehicle charging station services, consumption verification services, billing services and solar connections.

• Builder

Owners and builders of projects including developers, consultants, contractors and special project owners. These include government authorities and individuals who are beneficiaries of NOCs and electricity and water network services.

• Partner

Organisations (national, regional and international government, semi-government entities, or private companies) that share a common interest or participate in achieving a common goal with DEWA.

• Supplier

Whoever provides DEWA with commodity / product / services, or executes any work for DEWA. This definition includes different supplier categories (individuals, companies, corporations and organisations).

• Student

Students from schools, universities and colleges who have needs from DEWA including scholarships, internship & training opportunities.

1. What is VAT?
Value Added Tax (VAT) is a tax imposed by the UAE Government on supply of goods and services.

2. When will the VAT come into effect and what will be the rate?
VAT will be introduced across the UAE on 1 January 2018 at a standard rate of 5%.

3. How the VAT will be applied?
VAT will be added in DEWA’s consumption bill at 5%.  However, VAT is not applicable in respect of Housing fee, Sewerage fee, and Irrigation fee, collected by DEWA on behalf of Dubai Municipality. Knowledge fee and Innovation fee are also exempted from VAT.

4. Is it compulsory to pay VAT?
Yes. Exceptions to VAT are only by law, and these are published by the Federal Tax Authority.  Business owners can claim back their VAT payments, provided they have registered for VAT and meet the requirements.  For further details, please visit www.tax.gov.ae

5. How can a business register for VAT and receive a Tax Registration Number (TRN)?
Businesses can register for VAT tax through the e-services section on the FTA website @ https://eservices.tax.gov.ae

6. I am a Business owner.  I have registered with the UAE Federal Tax Authority and have received my certificate and Tax Registration Number (TRN).  Do I need to share this with DEWA?

As a Customer:  After receiving a Tax Registration Number (TRN), you are required to update your account details through our customer portal so that your TRN is printed in our monthly bill sent to you.  This allows you to recover VAT when you submit a VAT return.

As a Supplier: Your supply of goods and services after 1.1.2018 is subject to VAT.  You must register your TRN with DEWA through our SRM portal using the link https://srm.dewa.gov.ae and login using your credentials. Your TRN number and DEWA’s TRN number must be mentioned in all your invoices, if not VAT billed by you will not be paid. 

7. What is the change in the process of submitting invoices to DEWA for our supplies/services?
While logging your invoice using the Supplier Relationship Management (SRM) portal against the Goods Received Note (GRN) or Service entry sheet, you must select the correct tax code.

8. Where can I get more information?
For more information, please visit www.tax.gov.ae