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Frequently asked questions (FAQ)


A. Customer Services

Activation of Supply (Move In)

   
Q) How do I submit a new Activation request?
A) Visit the DEWA e-Services main page on ‘https: //e-services.dewa.gov.ae’ and then click on the link ‘Activation’. Fill in the Activation request and submit it.
   
Q) Are any attachments required while submitting an Activation request?
A) There are some mandatory documents required.

Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so.
Note: try not to attach files that are large is size.

If you do not attach documents electronically, then you have to send them manually through fax no. 04-3249345.

   
Q) What are the attachments I can upload electronically?
A) Once you choose to attach documents, three attachments are mandatory:
- Site Affection Plan, Certificate of Completion of Payment, or the Purchase Deed
- Tenancy Contract
- Passport Copy with valid visa page if available.
   
Q) What file extensions can I attach?
A) The file extensions you are allowed to attach are:
Doc, gif, jpg, jpeg, pdf, tiff, tif
   
Q) What rules do I have to follow while filling in the Application request?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. P.O.Box)
- Enter only characters in some fields such as NAME.
   
Q) How will I know if there are data entry errors for my submitted Activation request?
A) Error messages will appear before the form can be submitted.
   
Q) What happens to the Activation request after I successfully submit it?
A) The Activation request will go to the respective Department concerned. Payment has to be verified and then the request will be processed accordingly.
   
Q) Can I submit an Activation application manually?
A) Yes, you can submit an Activation application manually by approaching DEWA Customer Service Offices.
   
Q) Do I have to pay any amount at the time of activation of supply?
A) No, although you do have to pay a refundable security deposit as mentioned below plus a reconnection charge where required:
Security Deposit for a Villa/House = AED 4,000
Security Deposit for a Flat = AED 2,000
   
Q) How do I pay for the charge of the Activation request?
A) You have to pay for the Activation request electronically by credit card.

Collective Billing

Q) What is Collective Billing?
A) • 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.
   
Q) How can I request for Collective Billing account?
A) Request for Collective billing LINK is provided in the Left Menu Bar. Fill in the request form and submit it online, a notification number will be generated and sent to your registered email /mobile number.
 

Final Bill (Move Out)

Q) How can I submit online request for Final Bill Request?

A)

Login with your username and password to DEWA Customer eServices https://customer.dewa.gov.ae/irj/portal/anonymous/onbp and then click on the link 'Final Bill Request (Move-Out)'. Then it passes to online Final Bill Request (Move-Out) Application
 
Q) Are any attachments required while submitting an 'online Request for Final Bill application?
A) No attachments needed.
   
Q) What rules do I have to follow while filling in the online Request for Final Bill?
A) Required fields must be filled in (required fields are either in red or marked with an asterisk *). 
    
Q) How will I know if there are data entry errors for my submitted Request for Final Bill application?
A) Error messages will appear before the form can be submitted.
    
Q) What happens when I successfully submit the Request for Final Bill?
A) The form will go to the respective Department concerned. The application will then be processed accordingly.
    
Q) How can I get more information about the online Request for Final Bill?
A) To get more information about this service, you can contact the Customer Call Center. The contact information of the department is available under ‘Contact Us' link at the bottom of the page

Green Bill

Q) What is the Green Bill and how can I receive it?
A) Green bill is an electronic version of your paper bill. You will receive an email in your registered email DEWA each month as soon as your latest bill is ready. The Green Bill offers you the convenience of viewing and paying your DEWA bill directly from your registered email – Simply and securely, whenever and wherever you wish.
    
Q) I don’t wish to receive Hard Copy of my DEWA bill as I receive Green Bill, please advice?

A)

Register for Green Bill through DEWA Customer eServices Portal “Register for Green Bill” link. You can also send your request through email to customercare@dewa.gov.ae along with your Valid ID and our team will do the needful to stop your paper bill
 

Online Bill Payment

Q) What services/features are introduced in the new web portal?
A) You can utilize the following new services through our new and enhanced online portal :
• Pay Your Friend’s Bill
• Consumption Graph that provides a graphical representation of your Electricity and Water consumption.
• Real Time Integration i.e. payment will be reflected immediately into your DEWA Contract Account.
• Submit Tenancy Contract (UAE National Customers Only)
• You can Log a request or complaint to the concerned DEWA department directly.
E.g. Request Change Land Lord details, High/ Low Consumption, National Tariff Query…etc
• Track the status of your request or complaint
   
Q) 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?
A) Yes, through your online profile you can view/pay bills for all BPs under your User Id by using the Bill Payment Page.
    
Q) I am proceeding on leave and my next bill will arrive when I will be on leave? What should I do to avoid disconnection?
A) 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 .

Q) Can I pay my friend’s/ Relatives DEWA Bill and what information is required?
A) • Yes, you can pay your Friend’s/ relative’s DEWA Bill; however, the full outstanding amount has to be paid
• You will need to provide your friend’s Contract Account number
    
Q) Can I view my old premises billing history through my online profile
A) • Yes, you can view up to a maximum of thirteen (13) months after the final bill date.

Q) What is the Maximum amount of single payment transaction that can be done through the online portal?
A) • Maximum Amount of AED 50,000 can be paid at one instance through the online portal
• If your outstanding is more than 50,000 you can make multiple transactions to clear your outstanding bill.
    
Q) How can I view my Billing/ payment history?
A) Click on the Bill/ Payment History link available in the Left Menu Bar. Just click the link and you can view last 13 months’ Payment and billing History.
Q) If I need to view my billing/ payment history for more than 13 months, what shall I do?
A) • You can send an email to customercare@dewa.gov.ae mentioning your Contract Account number and the period for which you require the Billing/ Payment History along with your valid ID.
   

Online Complaints for High / Low Consumption

Q) How can I submit online complaints for High / Low Consumption ?
A) Login with your username and password to DEWA Customer eServices https://customer.dewa.gov.ae/irj/portal/anonymous/onbp and then click on the link ‘Billing Complaints'. Then it passes to online complaints for High / Low Consumption Application .
   
Q) Are any attachments required while submitting a 'online complaints for High / Low Consumption' application?
A) No attachments needed.

Q) What rules do I have to follow while filling in the online complaints for High / Low Consumption ?
A) Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Select Service Type and Complaint Type from the drop down list.
- You must select the Agreement before you submit the complaint.
   
Q) How will I know if there are data entry errors for my submitted Billing Complaints application?
A) Error messages will appear before the form can be submitted.
   
Q) What happens when I successfully submit the complaints?
A) The form will go to the respective Department concerned. The application will then be processed accordingly.
   
Q) How can I get more information about the online complaints for High / Low Consumption ?
A) To get more information about this service, you can contact the Customer Call Center. The contact information of the department is available under ‘Contact Us' link at the bottom of the page
     
Q) How can I track my complaints?
A) • “Track Request/Complain” LINK is available in the profile menu.
• Click on the LINK and you will receive the list of all your request/complaints
• Click on the concerned notification number to identify the status of the notification.
• For further information on the outcome of your request/complaint kindly contact our Customer Care Center on 04-6019999 or your may email your queries to customercare@dewa.gov.ae

Register on Customer Portal

Q) Who can register on DEWA customer portal?
A) All existing customers, of DEWA can register on DEWA customer portal.
 
Q) How can I register on DEWA customer portal?
A) • Kindly visit our website www.dewa.gov.ae
• Click on the “New User? Enroll Now” link on the main Page
• Click “Customer ( Bill payment, payment history , etc)” option and follow the steps for the registration
   
Q) When I try to register on DEWA customer portal, I get the message “BP is not maintained”, why?
A) • This is possibly because the email address or PO BOX you are entering is not matching with our records.
• Please 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.
    
Q) I am an existing customer of DEWA, but I am unable to register on DEWA customer portal, why?
A) Please call our Customer Care Center on 04-6019999 or send us an email on customercare@dewa.gov.ae along with a snapshot of the error message you are receiving and we shall be glad to assist you.
    
Q) When I attempt to login I get the message ”Password Locked”, please advise?
A) • 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 Login/Password.
   
Q) When I try to login to my online profile, I get the message “User Authentication Failed”, why?
A) • Kindly attempt to reset your online password by clicking on the “Forgot Password?” link.
• 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.
  
Q) When I try to login to my online profile, I get the message “User ID is not enrolled in the System”?
A) This is because your enrollment doesn’t exist, kindly click “New Online User” on the login page to register for DEWA Customer portal
    
Q) I cannot view all my Contract Accounts through my User Id?
A) • This is possibly because you may have more than one Business Partner registered with DEWA. In case this kindly contact our Customer Care Center on 04-6019999 or your may email your queries to customercare@dewa.gov.ae

Update my Contact Details

Q) How can I update my contact details with DEWA?
A) • Kindly login to your online profile
• Click the link “Update Contact Details” available in your online profile Menu.
• 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 or fax us on 04-6019995 to update your details
    
Q) What are the charges for Contact Details update?
A) • All contact details updated through your online profile are FREE OF CHARGE.
• However, P.O.Box update requested through Email/Fax/Walk-In is liable for address change charge of AED 10.
• For further details kindly call us on 04-6019999 or email at customercare@dewa.gov.ae

Q) Is the Change of Landlord Information eService free of charge?
A) Yes this service is free of charge.
B. Consultant / Contractor Services

Building NOC

Q) How can I submit a Building NOC application?
A) To submit a Building NOC application, you must first login to the eService with your username and password. Once logged in, click on “New Building Permit NOC Application” from the main menu to submit a new application.
   
Q)
What type of Building NOC application can I submit?
A) You can submit a Building NOC application for “Electricity” or “Water”.
   
Q) Are any attachments required while submitting a Building NOC application?
A)
Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so.

Note: try not to attach files that are large is size.
   
Q) What file extensions can I attach?
A) The file extensions you are allowed to attach are:
doc, gif, jpg, jpeg, pdf, tiff, zip, DOC, GIF, JPG, JPEG, PDF, TIFF, ZIP
   
Q) What rules do I have to follow while filling in the Building NOC application?
A)
- Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. P.O.Box)
- Enter only characters in some fields such as NAME and TYPE OF PROJECT.
   
Q) How will I know if there are data entry errors for my submitted Building NOC application?
A) Error messages will appear before the form can be submitted.
 

Q) What happens to my Building NOC application after I successfully submit it?
A) The Building NOC application will go to the respective Department concerned. The application will then be processed accordingly.
   
Q) How do I track the status of my submitted Building NOC application?
A) To track your Building NOC application, login to the Building NOC eService and then click on “Track Submitted Building Permit NOC Status”.
   
Q) Will the Building NOC application be approved directly?
A) Before the Building NOC application is approved or rejected, it must first be processed by the concerned department. Accordingly, the department might APPROVE or REJECT the application.
   
Q) What are Incomplete Building NOC applications?
A) Incomplete Building NOC applications are ones which have to be revised by you and that has errors.
   
Q) How can I revise the Incomplete Building NOC applications?
A) To revise Incomplete Building NOC applications, login to the Building NOC eService, and from the main menu, click on “Revise Incomplete Building Permit NOC Applications”.
   
Q) Can I submit a Building NOC manually?
A) Yes, the Building NOC application can be submitted manually at DEWA Head Office. Note that submission of the application manually is at a fee of DHS 100.
   
Q) Is the Building NOC eService free of charge?
A) Yes, the Building NOC eService is provided free of charge if submitted online.

Demolition NOC

Q) How can I submit a Demolition NOC application?
A) To submit a Demolition NOC application, you must first login to the eService with your username and password. Once logged in, click on “New Demolition Permit NOC Application” from the main menu to submit a new application.
   
Q) What type of Demolition NOC application can I submit?
A) You can submit a Demolition NOC application for “Electricity” or “Water”.
   
Q) Are any attachments required while submitting a Demolition NOC application?
A) You can attach a Copy of Dubai Municipality approved Clearance Certificate, Site Plan (Affection Plan), and a Copy of the Site setting out plan .

Note: try not to attach files that are large is size.
   
Q) What file extensions can I attach?
A) The file extensions you are allowed to attach are:
doc,pdf, zip, gif or jpg
   
Q) What rules do I have to follow while filling in the Demolition NOC application?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only characters in some fields such as NAME and TYPE OF PROJECT.
   
Q) How will I know if there are data entry errors for my submitted Demolition NOC application?
A) Error messages will appear before the form can be submitted.
 
Q) What happens to my Demolition NOC application after I successfully submit it?
A) The Demolition NOC application will go to the respective Department concerned. The application will then be processed accordingly.
   
Q) How do I track the status of my submitted Demolition NOC application?
A) To track your Demolition NOC application, login to the Demolition NOC eService and then click on “Track Submitted Demolition NOC Status”.
    
Q) Will the Demolition NOC application be approved directly?
A) Before the Demolition NOC application is approved or rejected, it must first be processed by the concerned department. Accordingly, the department might APPROVE or REJECT the application.
   
Q) What are Incomplete Demolition NOC applications?
A) Incomplete Demolition NOC applications are ones which have to be revised by you and that has errors.
   
Q) How can I revise the Incomplete Demolition NOC applications?
A) To revise Incomplete Demolition NOC applications, login to the Demolition NOC eService, and from the main menu, click on “Revise Incomplete Demolition NOC Applications”.
   
Q) Can I submit a Demolition NOC manually?
A) Yes, the Demolition NOC application can be submitted manually at DEWA Head Office. Note that submission of the application manually is at a fee of DHS 100.
   
Q) Is the Demolition NOC eService free of charge?
A) Yes, the Demolition NOC eService is provided free of charge if submitted online.
C. DEWA General Services

Forgot User ID

Q) How can I get my user id?
A) Visit the DEWA eServices Portal login page from the main menu and click Forgot User ID. Then, enter your Business Partner number and registered email with DEWA. You will receive your User ID through email.

Change Password

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

Call Back Request

Q) Why should someone apply for a Call Back Request?
A) This services allows you to request a call back incase you failed to approach your contact person in DEWA.
   
Q) How can I submit a Call Back Request?
A) To view the Call Back Request form, go to DEWA website ‘http://www.dewa.gov.ae’. Select ‘Request for a call back’ link from the home page, then fill and submit the Call back Request Form.
   
Q) Are any attachments required while submitting a Call Back Request?
A) No attachments required when you submit a Call back Request.
   
Q) What rules do I have to follow while filling in the Call Back Request form?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. P.O.Box)
- Enter only characters in some fields such as NAME.
   
Q) How will I know if there are data entry errors for my submitted application?
A) Error messages will appear before the form can be submitted.
   
Q) What happens to my request after I successfully submit it?
A) The application will go to the respective Department concerned. The application will then be processed accordingly.
   
Q) What are the alternative ways to apply for this service?
A) You can contact Customer Relations Department at DEWA Head Office.
   
Q) Is the Call Back Request eService free of charge?
A) Yes, the Call Back Request eService is provided free of charge.
   
Q) How can I get more information about the Call Back Request eService?
A) To get more information about this service, you can contact the DEWA's Call Center on 04-6019999.

DEWA Careers

Q) How can I see the available careers at DEWA?
A) To see the available vacancies at DEWA, you have to visit DEWA website ‘http://www.dewa.gov.ae’ and go to DEWA tab. Select ’Career’ then go to ‘Job Opportunities’ link to view the available vacancies.
   
Q) What type of job application can I submit?
A) You can either choose to fill the Employment Form and submit it manually or by post to DEWA Head Office, or to select from the job vacancies available online and submit the online form. To get the Employment Form, go to DEWA tab. Select ’Career’ then go to ‘Employment Form’ link. Read the instructions and download the Employment Application Form. To apply for the online published vacancies, go to DEWA tab. Select ’Career’ then go to ‘Job Opportunities’ link to view the available vacancies. Click on ‘Apply’ to see the job details for the selected job, and then click again on ‘Apply’ to view the online form.
   
Q) Are any attachments required while submitting a Job application?
A) Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so. If you are applying online for the available vacancies, you can attach a copy of your resume (CV). If you are applying manually by filling the Employment Form, you can attach two recent passport size photographs and copies of education and experience certificates.
   
Q) What file extensions can I attach?
A) For the online job application, the file extensions you are allowed to attach are: ‘doc’ or ‘ pdf’ only.
   
Q) What rules do I have to follow while filling in the online Job Application?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. P.O.Box)
- Enter only characters in some fields such as NAME.
   
Q) How will I know if there are data entry errors for my submitted job application?
A) Error messages will appear before the form can be submitted.
   
Q) What happens to my job application after I successfully submit it?
A) The job application will go to the respective Department concerned. The application will then be processed accordingly.
   
Q) How do I track the status of my submitted job application?
A) If you are applying online, you will get a reference number once you submit your form. You can use this number to follow up with the HR Department and get the status of your job application. Otherwise, the HR Department will contact you once your application has been approved.
   
Q) What are the alternative ways to apply for a job?
A) If you are a U.A.E national, you can approach DEWA Head Office (HR Department) to fill in the Employment Form.
   
Q) Is it possible to send the Employment Form by e-mail?
A) It is not possible to send the Employment Form by mail.
   
Q) Is the online job application eService free of charge?
A) Yes, the online job application eService is provided free of charge.
   
Q) How can I get more information about Career at DEWA or the online published vacancies?
A) To get more information about Careers at DEWA, you can contact the HR Department – Recruitment Section. The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.
   
Q) What are the programs that DEWA offer for the new graduated students?
A) 1) Intilaq Program: Bachelor of Engineering (Mechanical/Electrical) in the various private and government universities and colleges.
2) Bachelor of Electrical & Mechanical Engineering program, in UAE University
3) Bachelor of Electrical Engineering in Higher College of Technology in Dubai (Dubai Men’s College).
   
Q) How can I register into DEWA scholarship program:
A) www.dewa.gov.ae/scholarship

DEWA e-Services Enrollment/Registration

Q) How can I enroll to DEWA e-Services?
A) First visit the DEWA e-Services main page ‘https: //e-services.dewa.gov.ae’. Click on ‘enroll’ to enroll to DEWA e-Services.
   
Q) When I enroll, am I enrolling to access all DEWA e-Services?
A) No, when you enroll, you will enroll either as a ‘Consultant/Contractor’ or a ‘Supplier’. Each type of user can access different e-Services.

e-Services available to ‘Consultant/Contractor’ are “Building NOC”, “Distribution Substation Inspection”, “Substation & LV Room Drawing Approval”, “LV Shop Drawing Approval” and “LV Inspection & Release of Supply”.

EService available to ‘Supplier’ is “Local Purchase”.

   
Q) What are important issues to consider while enrollment?
A) You must have a valid trade license (i.e. not expired).
   
Q) Can I choose any username and password while enrolling?
A) You have to follow certain rules when choosing a username and password:

- Username should be between 6-16 characters. Can contain only alphabets and numbers, e.g. abc123.
- Username must be unique.
- Password should be between 6-16 characters. Can contain alphabets, numbers and characters !@#$%, e.g. abc123$
   
Q) What attachments are required for an enrollment application?
A) - Consultant/Contractor enrollment:

1. Trade License document must be attached. - Supplier enrollment (attachments optional):

1. Trade License document
2. Certificate of chamber of commerce and industry
3. Introduction letter
   
Q) What file extensions can I attach?
A) - Consultant/Contractor enrollment:

1. Zip
2. Pdf

- Supplier enrollment (attachments optional):

1. Pdf
2. Zip
3. Gif
4 . Jpg

   
Q) What rules do I have to follow while filling in the enrollment application?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. P.O.Box)
- Enter only characters in some fields such as NAME.
- Enter valid phone numbers.
   
Q) How will I know if there are data entry errors for my submitted enrollment application?
A) Error messages will appear to you before the form can be submitted.

DEWA Update Trade License

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

e-Services Login

Q) How do I login to DEWA e-Services?
A) First visit the DEWA e-Services main page ‘https: //e-services.dewa.gov.ae’. Next enter your eService username and password and then select the eService you want to login to.
   
Q) Do all DEWA e-Services require login?
A) Not all of the DEWA e-Services require login. The e-Services related to Consultants, Contractors and Suppliers only require login.
   
Q) Who is allowed to login?
A) Consultants, Contractors and Suppliers are allowed to login. Please note that they have to have valid trade licenses.
   
Q) Can I login to multiple DEWA e-Services?
A) Only Consultants and Contractors can login to multiple DEWA e-Services related to them such as “Building NOC”, “Distribution Substation Inspection”, “LV Inspection, etc.
   
Q) What if I forget my username?
A) If you forget your username, contact DEWA’s IT Department and talk to the e-Services team. They will assist you. You will find the contact information in the ‘Contact Us’ link at the bottom of any e-Services page.
   
Q) What if I forget my password?
A) If you forget your password, use the “Forgot Password”. You will be required to enter your username, trade license number and type of user (consultant/contractor or supplier). After doing so, you will receive an email with a new generated random password.

Electricity and Water Conservation

Q) What are some of the ways to conserve water in daily life?
A) Believe it or not water can be saved or conserved by evaluating and making some changes in our life around. To view the Conservation tips, go to DEWA website. http://www.dewa.gov.ae
   
Q) What is Electricity and Water Conservation?
A) Preservation and protection of our Electricity and Water Conservation resources and reduced and wise use of the same is termed as Electricity and Water Conservation.
   
Q) How to conserve Electricity and Water?
A) You can save Electricity and Water by following simple conservation tips. You can understand and implement it yourselves in your own homes, offices, factories and public places. You can also watch live videos on conservation tips. DEWA facilitates and encourages you in enhancing your knowledge on conservation of electricity and water.

Lecture Booking

Q) Who can book the lecture ?
A) School and Educational Institutes can book a lecture on conservation.
   
Q) How to access lecture booking Service?
A)  To view the Lecture Booking Request form, go to DEWA website ‘http://www.dewa.gov.ae’. Select eSociety --> conservation award registration from the Top link of the home page, then fill and submit the Lecture Booking Request Form.
   
Q) Any attachments are required ?
A) Attachments are not required
   
Q) How will I know if there are data entry errors for my submitted application?
A) Error messages will appear before the form is finally submitted.
   
Q) What happens to my request after I successfully submit it?
A) The application will route to the Department concerned. The application will then be processed accordingly.
 

PG Correspondence

Q) Who can this Service?
A) This service can be used by Consultant/Contractor. They can attach their Project related document.
   
Q) What can we attach?
A)  PDF,XLS,DOC,DOCX or TIF' file types are allowed.
   
Q) What is the size limit?
A) Total attachment size should not exceeds to 4 MB or 4096 KB.
   
Q) How can they access the Service?
A) Those who have already enrolled with Project-Generation DEWA can use this Service.
   
 

Slab Tariff

Q) What is slab tariff?
A) 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.
   
Q) How to access the application ?
A)  To view the application , go to DEWA website http://www.dewa.gov.ae/tariff/newtariff.aspx .
   
Q) Which type of customers can calculate the tariff?
A) Following customers can check slab tariff details.

a. Residential.
b. Commercial.
c. Industrial.
   
Q) What are the units of measurements for slab tariff?
A) You can measure in

i. Electricity (kWh).
ii. Water (IG = Imperial Gallon)
   
Q) How can I get more information about the Slab Tariff application?
A) To get more information about this service, you can contact the Customer Call Center. The contact information of the department is available under ‘Contact Us' link at the.
 

Update User Profile and Information

Q) How can I update my login profile and information?
A) Login to the eService you are enrolled to and from the main menu, click “Update Profile”. Then change your information accordingly.

Note: if you are a supplier, you have to wait for the Local Purchase Department at DEWA to approve the changes you requested.

D. Vendor Services

Local Purchase

Q) How do I know about a purchase enquiry?
A) You will be notified by email if you get a new purchase enquiry from DEWA. Your email address would be the one you chose while enrolling as suppliers.
   
Q) How can I submit on line quotation?
A) To submit an online quotation, you must first login to the eService with your username and password.
Once logged in, click on “Enquiry List” from the main menu. Click on the enquiry you wish to quote and then click “Online Quote” button.
   
Q) What type of Quotations can I submit?
A) You can submit three different types of quotations namely: Online quotations, Alternate quotation and Regret quotation.
   
Q) Are any attachments required while submitting an online quote?
A) Electronic attachments are not mandatory. However, if you wish to attach documents to your application, then you can do so.
Note: try not to attach files that are large is size.
   
Q) What file extensions can I attach?
A) The file extensions you are allowed to attach are:
doc, gif, jpg, jpeg, pdf, tiff, zip.
   
Q) What rules do I have to follow while filling in the quotation?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields (e.g. Rate)
- Avoid entering special characters like single quotes, double quotes, “&” etc…
   
Q) How will I know if there are data entry errors for my submitted Quotation?
A) Error messages will appear before the form is submitted.
   
Q) What happens to my Quotation after I successfully submit it?
A) It will go to the department concerned. The application will then be processed accordingly.
   
Q) How do I track the quotation?
A) To track the quotation, login to the Local Purchase eService and then click on “Track Quotations”.
   
Q) Can I modify my quotation after submitting?
A) No, you can’t modify after submission.
   
Q) How will I know if I get selected?
A) You will receive a Local Purchase order by fax and by post.
   
Q) Can I submit a quotation manually?
A) Yes, it can be submitted manually by faxing. But note that submission of the application manually is not encouraged.
   
Q) Is the Online quotation eService free of charge?
A) Yes, it is provided free of charge.
   
Q) What can I do if I faced problems in submitting quotations, or I did not receive any e-mail notification?
A) In case of any problem, you can contact the Local Purchase section in DEWA Head Office.

The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.

Tenders

Q) How to submit a tender online?
A) You cannot submit a tender online at the moment. The advertisement copy can be viewed and the Tender document can be purchased online. To understand the procedure of submitting tenders click the link “How to submit tenders?”
   
Q) What are the criteria of submitting tenders?
A) Click the link “Criteria for participating in the Tenders” to know about it.
   
Q) How do I know about the details of a Tender?
A) Click the link “List of Tender Documents” and the click on the tender no. You will see the scanned image of the tender advertisement. For detailed specification and commercial terms & conditions, you need to buy the Tender document.
   
Q) How do I purchase the tender?
A) Click the link “Purchase now” and fill in the contact details and credit card details. Upon submission, you get a payment reference number. Preserve it and take a printout of the Payment Receipt for future reference. On successful payment, you can download the document.
   
Q) What if the download fails?
A) Click the link “Re-Download Tender”. Enter the Payment Reference number and re-download the document.
   
Q) What rules do I have to follow while filling in the purchase details?
A) - Required fields must be filled in (required fields are either in red or marked with an asterisk *).
- Enter only numeric values in numeric fields.
- Avoid entering special characters like single quotes, double quotes, “&” etc…
   
Q) How will I know if there are data entry errors for my submitted details?
A) Error messages will appear before the form is submitted.
   
Q) How do I know the Tender results?
A) Click “Tender Opening Results” to know the details of opened tenders.
   
Q) Can I submit the Tender manually?
A) Yes, one must submit an open tender manually by visiting DEWA head office.
   
Q) Are there any other charges while I download Tenders?
A) DEWA charges for the tender document. Credit card service charges are added by the bank.
   
Q) What can I do if I faced problems in purchasing or downloading tender document?
A) In case of any problem, you can contact the Contracts Department in DEWA Head Office.

The contact information of the department is available under ‘Contact Us’ link at the bottom of the page.

E. Electric Vehicle Infrastructure Initiative

Electric Vehicle Infrastructure Initiative

  In accordance with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to transform Dubai into the smartest city in the world, DEWA has launched three ground-breaking programmes to drive sustainable development in the UAE. One of these, the Electric Vehicle initiative, was announced in April 2014.
 
Q) DEWA announced in April 2014 that electric cars will be seen in the streets of Dubai next year. What progress has been made so far?
A) DEWA is working on the infrastructure in collaboration with key stakeholders such as Dubai Airports, Dubai Municipality, Road and Transportation Authority, shopping malls, petrol stations, hotels, and car parks, in addition to 16 public charging stations have already been installed in different locations. The project is due for completion by 2015. We have started engaging our key stakeholders and have already signed MOUs with some. We are also in discussion with property developers such as Emaar, Nakheel and Dubai Property Group to jointly identify locations for the charging stations in areas that can be served by electric vehicles.
   
Q) 2- What are the planned objectives of this project for the sustainable development of Dubai?
A) DEWA is implementing three initiatives to support Smart Dubai; rooftop solar installations (Shams Dubai), and an electric vehicle infrastructure (Green Charger). Smart meters within the smart grid initiative enable smart applications that speed up connections and ensure faster reconnections, and enable customers to monitor more closely their use of electricity and water, to improve standards of living and the sustainable management of resources. The Distributed Renewable Resources Generation (DRRG) programme promotes the installation of solar panels on buildings in Dubai. Electric-vehicle charging stations promote sustainable personal transportation and maintain the natural resource.

DEWA’s vision to become a sustainable innovative world-class utility is based on achieving availability, reliability, efficiency and sustainability. This vision will result in the connection of renewable energy resources to the grid and supports the introduction of electric vehicles. In turn, this will lead to a greener and cleaner environment, better energy and water conservation, improved demand side management and a more efficient management of infrastructure investments and grid operations.

The development of the smart grid strategy is a key step in the implementation of the DRRG programme, demand shift and reduction, energy efficiency and operational improvement. All the above contribute to the sustainable growth of DEWA towards reduction of carbon dioxide and greenhouse gases.
   
Q) How many stations will be installed during the first stage of the project?
A) DEWA plans to install 100 charging stations across Dubai in first stage of the project in cooperation with our government and private partners. To date, 16 public charging stations have already been installed at:

a. DEWA Head Office, next to Wafi City
b. Hudaiba
c. Al Wasl
d. Sustainable Building in Al Quoz
e. Jebel Ali
f. Burj Naher
g. Umm Ramoul
h. Dubai Silicon Oasis

DEWA will be responsible for installing and managing the infrastructure for electric vehicle charging stations.
   
Q) What are the different types of charging stations?
A) The DEWA will install three types of charging stations, Fast Charge, Public Charge and Home Charge points.
Fast Charge Points provide an 80% charge within 20 to 45 minutes depending on the type of car and battery capacity. Most of these will be installed at petrol stations.
Public Charge Points provide a full charge in 2 to 4 hours, depending on the type of car and battery capacity.
Home Charge Points fully charge vehicles over in 6 to 8 hours, depending on the type of car and battery capacity.
   
Q) Can I locate charge points using Google maps? request?
A) DEWA is working on an integrated app for electric vehicle charge point locations, payment options and charge point status.
   
Q)  Where will I find assistance in using the charge points?
A) Customers can contact DEWA customer care centre on 04- 601 9999 for assistance about charge points. However the charge points are easy to use and have local instructions attached on how to use them.
   
Q) Will the DEWA charge points be accessible on a 24-hour basis?
A) Charge points located at DEWA offices will be available during working hours of DEWA customer service. However, charge points located in petrol stations and other public locations such as public car parks, will be available on a 24/7 basis.
   
Q) Where can I purchase an electric vehicle in Dubai and at what cost?
A) Please contact car dealerships for availability and costs since the prices vary for vehicles.
   
Q) What is the typical range of an electric vehicle?
A) The range of the electric vehicle depends on battery capacity and type of vehicle, typically it ranges from 120km to 400km.
   
Q) What happens if my battery runs out of charge before I reach the charge points?
A) Same as with any vehicle, drivers are responsible for ensuring that they have a sufficient charge for the journey. All electric vehicles provide information to their drivers on their estimated range in the car’s instrument panel.
   
Q) What is a plugin hybrid vehicle?
A) 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.
   
Q) Does DEWA own electrical vehicles?
A) DEWA is purchasing eight fully-electric vehicles for the initial stage.
   
Q) Can everyone use electric vehicle charge points?
A) DEWA Charge points will be open to all holders of green card charger that can be obtained by registering with DEWA and setting up a special account for accessing charge points.
   
Q) How can I tell when my electric vehicle is completely charged?
A) Check the display on our charging station or the one on board your electric vehicle. Either one will tell you when your charging session is complete.
   
Q) Can I discontinue the charging process before it is complete?
A) - Yes. You can stop the charge at any time without risking any type of damage to the battery.
   
Q) Can I charge the battery even if it's not empty?
A) 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.
   
Q) What do I do if the charger does not work when I place my Charge Point card in front of the station’s scanner?
A) Please contact DEWA Customer Care Centre on 04- 601 9999, who will be happy to assist you with the matter. You can also email customercare@dewa.gov.ae (please attach a copy of your EID) or visit any Customer Service Centre. DEWA will issue a new card if it is lost or damaged.
   
Q) Where can I get access to electric vehicle charge points stations outside Dubai?
A) Dubai is currently the only Emirate that provides electric vehicle charge points.
   
Q) How much does it cost to charge an electric vehicle?
A) The cost to charge the electric vehicle depends on energy required to charge the battery, which is directly related to the capacity of the battery in the vehicle and the usage by the car owner. However, the rate per kilowatt hour (kW/h) for charging an electric vehicle in public charging points is 29 Fils per kW/h. If you charge your vehicle at home, the standard residential electricity rate will be applied.
   
Q) How can I charge my electric vehicle at home? How much does it cost
A) Home chargers can be installed at customers’ premises behind the customers’ meter, like any other home appliance. When charging the car at home, the electricity used is added to the normal DEWA bill at standard residential electricity rates.
   
Q) How will I be billed when using DEWA charge points? request?
A) - Customers that want to use DEWA charge points must register with DEWA for a card to access to a charge point. This card is linked to the customer’s account and is billed on a monthly basis.
   
Q) How can I register my electric vehicle charge card with DEWA?
A) Visit any DEWA Customer Service Centre to register your car, and to obtain a card to access the machine. Please check in our website the timing, location for each branch
   
Q) What documents are required to register with DEWA?
A) You will need to provide your Emirates Identification card, your driving licence and your vehicle licence (Mulkiya).
   
Q) Can I use one card for more than one vehicles?
A) Yes, but any use of the card will be charged to the card owner.
   
Q) I sold my car. What do I need to do to deactivate my card?
A) You need to send an email to customercare@dewa.gov.ae, mentioning that you need to apply for final bill and deactivate your card, with a copy of your EID. Once the final bill is ready, you will receive an SMS to settle your final bill at any DEWA branch. Alternatively, you can visit any DEWA Customer Service Centre and apply for the final bill.
   
Q) Are there any costs involved when registering?
A) Registration is free, although a fully-refundable security deposit of AED 500 is required.
   
Q) Who can register?
A) Individuals, companies and communities. Anyone who is interested in registering can do so without cost at DEWA customer service centres.
   
Q) Where can I pay my bill?
A) As well as at any DEWA customer service centre, you can pay your electric vehicle bill on DEWA’s website at http://www.dewa.gov.ae/consumers/consguide/billPayment.aspx
   
Q) Can I merge my existing consumption electricity bill with my electric vehicle bill?
A) At the moment these bills are being kept separate.
   
Q) 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?
A) Yes, you can transfer the excess amount to your other account.
   
Q) Can I apply for the EV final bill online?
A) Currently this facility is not available.
   
Q) What should I do if my card is lost or damaged, or if I have any problem while charging?
A) You can call our customer care centre on 04-601 9999, email customercare@dewa.gov.ae or visit any DEWA Customer Service Centre.
   



Note: If your query is not answered through the FAQ please send an email inquiring about it at customercare@dewa.gov.ae
 
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