Accessibility

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Accessibility

Information Accessibility through DEWA’s website and smart app

Information Accessibility

DEWA is working to make it easier for People of Determination (POD) to access information on its website and smart application in accordance with Digital Dubai Authority standards. DEWA’s smart app scored 10/10 for the sixth consecutive year, while its website scored 100% for the fifth consecutive year, according to the 2025 POD Accessibility Evaluation Report by Digital Dubai Authority.

DEWA's Website DEWA's Smart App
  • Website accessibility for People of Determination has reached 100% as per Digital Dubai Authority standards in 2025
  • DEWA’s website accessibility tools have been updated to enhance inclusive access by providing a comprehensive set of assistive options such as a screen reader, bigger text, link highlighting, image hiding, contrast controls, page structure, text spacing, cursor customisation, a reading guide, line focus, accessibility-friendly font, text alignment, line height, saturation controls and animation pause controls. The update also introduces ‘Accessibility Profiles’, allowing People of Determination to select suitable tools tailored to their specific needs. You can access all these tools by clicking on the POD icon on the website.
  • Adding a page on DEWA’s website for People of Determination
  • Temi is a smart, voice powered navigation robot that guides and supports People of Determination in finding destinations and moving confidently within Customer Happiness Centres.
  • “Hayak ” an online text chat with option of video chat service allows customers to directly communicate with Customer Care Centre agents 24/7
  • "Rammas", DEWA’s virtual employee supported by AI and powered by ChatGPT, assists customers by answering their inquiries in both Arabic and English on DEWA’s website.

  • A digital sign language interpreter powered by artificial intelligence (AI) to enhance information accessibility and translate DEWA’s webpage content into sign language for People of Determination with hearing impairment. This feature is available on DEWA’s website 24/7 and includes a sign language keyboard, as well as the ability to convert entire website content into sign language characters.

  • DEWA’s Sign Language Dictionary provides sign language translation of key terms used by DEWA in its corporate activities. This aims to facilitate equal access to information on the website for customers with hearing impairment.

  • DEWA videos are available in sign language.
  • DEWA’s smart app received a 10/10 accessibility rating for People of Determination, in accordance with Digital Dubai Authority standards.
  • DEWA’s smart app is characterised by an easy-to-navigate list and user guide that explains the use of the app.
  • DEWA’s smart app is designed to be fully compatible with mobile applications and updated software, ensure accessibility features such as screen reader support and consistent display across different screen sizes and orientations. It also simplifies data entry through the use of selection lists, radio buttons and check boxes, as well as automatic input of known information such as date, time and location.
  • DEWA’s Smart App uses the latest technologies available on phones and smart devices, including the feature of changing the screen color to suit the needs of customers with visual impairment

  • Ash’ir is a live video chat service using sign language that enables customers with hearing impairment to communicate directly with the Customer Care Centre 24/7.

  • “Hayak” an online text chat with option of video chat service allows customers to directly communicate with Customer Care Centre agents 24/7
  • “Rammas,DEWA’s virtual employee supported by AI and powered by ChatGPT, assists customers by answering their inquiries in both Arabic and English on DEWA’s smart app.

You can view the features of easy access to DEWA’s website by selecting the “Ease of Navigation” page or clicking on this Accessibility Features.

Please refer back to Accessibility, page from 8-11, to view guidelines of the dubai smart government for information Accessibility.


Inclusive Digital Services

Digital Services

Inclusive Digital Services for People of Determination

"Rammas", DEWA's virtual employee supported by AI and powered by Chat GPT, assists customers by answering their enquiries in both Arabic and English in DEWA’s Customer Happiness Centres, DEWA Website and Smart App

“Ash’ir”, a live video chat service using sign language enables customers with hearing disability to communicate directly with the Customer Care Centre 24/7.

“Hayak”, an online text chat with option of video chat service allows customers to directly communicate with Customer Care Centre agents 24/7

"Smart Response": an innovative initiative to enhance “responding to Electricity/Water technical notifications,” which targets all DEWA business & individual customers, with special focus and priority to Senior Citizens, People of Determination and Patients who depend on electrical medical devices

"Virtual" screens for video chatting remotely that suit the different needs of People of Determination. The screens are fitted with hearing loops that enhance the sound quality and filter background noise

"WhatsApp" service supported by Artificial Intelligence (AI) is available for customers to communicate with DEWA 24/7 on 04-6019999 for all customer service enquiries

A digital sign language interpreter powered by artificial intelligence (AI) to enhance information accessibility and translate DEWA’s webpage content into sign language for People of Determination with hearing impairment. This feature is available on DEWA’s website 24/7 and includes a sign language keyboard, as well as the ability to convert entire website content into sign language characters.

 

 

DEWA Sign Language Dictionary

Dubai Electricity and Water Authority (DEWA) has launched the DEWA Sign Language Dictionary to enhance communication with People of Determination with hearing impairment. It reflects DEWA’s commitment to its social responsibility by promoting the happiness, inclusion and empowerment of People of Determination through flexible and effective communication, and services delivered in line with DEWA’s service quality levels and the Customer Happiness Charter.

The dictionary provides sign-language translations of key terms used by DEWA in its corporate activities. This aims to facilitate equal access to information on the website for customers with hearing impairment, along with other available accessibility features.

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Accessible Customer Happiness Centres

DEWA proudly received the Golden Certificate 'Accessible UNI' from Dubai Municipality for the 10 DEWA buildings and facilities that have been evaluated to date. DEWA's awarded facilities include its Customer Happiness Centres (DEWA Head Office, Al Qouz Sustainable Building and Burj Nahar Centre), the DEWA Campus for Occupational and Academic Development in Al Hudaiba, the Innovation Centre, the Research and Development (R&D) Centre, DEWA's Childcare Centres (nurseries), as well as several administrative buildings and complexes.

Accessible Customer Happiness Centres
  • Customer Happiness Centres meet the Dubai Universal Design Code by 100% and have accessible facilities for People of Determination
  • Accessible parking with a dedicated helpline for People of Determination and close to the main entrances of Customer Happiness Centres
  • Wheelchairs at Customer Happiness Centres
  • Emergency evacuation chairs at Customer Happiness Centres
  • DEWA provides a tactile audio map with voice notifications and directional tactile paving to assist People of Determination with visual impairment in navigating spaces safely and confidently.
  • Customer Happiness staff are present to educate and guide customers on How to use DEWA’s inclusive digital services at Customer Happiness Centres
  • Customer Happiness staff trained in dealing with People of Determination and are qualified in sign language communication
  • Rammas, DEWA’s virtual employee supported by AI and powered by ChatGPT, assists customers by answering their inquiries in both Arabic and English within DEWA’s Customer Happiness Centres.
  • Virtual screens for video chatting that suit the different needs of People of Determination. The screens are fitted with hearing loops that enhance the sound quality and filter background noise
  • Priority in service and dedicated seating areas suitable for People of Determination
  • Accessible service counter for People of Determination
  • Hearing loops at our Customer Happiness Centres help to enhance sound quality and filter out background noise
  • DEWA booklets in Braille are available in Customer Happiness Centres
  • DEWA videos are available in sign language
  • Special and accessible toilets for People of Determination

View the list of DEWA’s Happiness Centres as well as their locations and contact information.

Easy access to DEWA’s buildings and facilities

Easy access to DEWA’s buildings and facilities

DEWA works to facilitate access for People of Determination to its services, buildings and facilities including the Customer Happiness Centres, all of which are 100% compliant with Dubai Universal Design Code since 2019.

View the Dubai Universal Design Code.

In fulfillment of the Dubai Universal Design Code requirements, DEWA received from Dubai Municipality the Golden Certificate "Accessible UNI" which confirms the compliance of the code requirements along with additional innovative solutions that enhance the accessibility services throughout the buildings. Accessible UNI certificates have been granted to DEWA Head Office Building, Al Quoz sustainable building , DEWA Innovation centre, and customer happiness centres at Burj Nahar, Hatta and Al Qouz, DEWA Campus for Occupational and Academic Development, DEWA research and development centre, DEWA Admin building in Warsan, DEWA assessment and development centre, Distribution Power Division Complex in Al Rowaiyah.

DEWA has been certified to be in conformance with the international ISO standard 21542:2021 Building Construction – Accessibility and Usability of the Built Environment, further highlighting its continuous efforts in attaining the highest standards in the wellbeing of the built environment for users.  


DEWA also provides its Customers and Employees of Determination with smart systems and support services assistive technologies that help them easily access information and various facilities within DEWA’s buildings including:

 
  • Braille Maps with Voice Notification: Interactive maps with an audio notification to provide People of Determination with information and directions to access different locations within DEWA’s buildings. The maps include Braille writing and embossed letters along with audio instructions. Those maps are available at all DEWA’s buildings and beside the elevators of each floor.

  • Hearing Loops: An advanced type of audio supporting system designed to help people with hearing disabilities. Hearing loops work with the hearing aids of users, by transmitting magnetic wireless signals to the audio devices for clear, noise-free delivery of sounds.

    • All these devices are available at Customer Happiness Centres, training halls, and meeting rooms at DEWA’s buildings.


  • Other Assistive Technologies: All Assistive technologies to facilitate access to information at knowledge centres including

    • - automated reading pens

    -  reading glasses

    - screen magnifiers and reader.

    • Supporting DEWA’s partners: Providing support for DEWA’s partners (subsidiaries and suppliers) by encouraging them to apply the requirements of including and integrating People of Determination. This is through:

    - Providing consultancy and preliminary evaluation of buildings and facilities according to the Dubai Universal Design code.

    - Outlining long-term plans and viewing success stories for motivation.

    - Implementation and follow-up with partners and suppliers. Submitting required reports to DEWA's Advisory Council for People of Determination.

    - Conducting awareness sessions about the Dubai Universal Design Code for DEWA for suppliers and vendors.

    • Interactive online education: Providing an online tool for training and evaluation, according to the Dubai Universal Design Code with thorough content to train employees specialised in engineering and design about the Code’s applications. This is in addition to technical supervision on all works, which sharpens their technical and practical experience
    • Dubai Code for new joiners: Launching an awareness and training programme on Dubai Universal Design Code and its requirements as a key element of new joiners agenda. This aims to introduce them to the Code’s applications and the reason for adopting them at DEWA’s buildings in addition to the importance of abiding by all its requirements.  

Thukher & Sanad Cardholders

Sr. No.
 Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
1
Sl No
 50% discount: on registration fees for Activation of Electricity / water (Move In) service.
Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
2
Sl No
 50% discount: on services fees for Deactivation of Electricity / Water (Move Out) service.
Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
3
Sl No
 50% discount: on meter inspection (in case meter is in working order).
Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
4
Sl No
 50% discount: on services fees for Transfer of Electricity / Water (Move to ) service.
Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
5
Sl No
 No fees: on updating customer information
on updating customer information.

DEWA Store

DEWA Store is an innovative initiative from DEWA for its customers. It provides exclusive offers and discounts from some of the biggest companies, in addition to special privileges and discounts for People of Determination.

You can redeem the exclusive offers through DEWA’s smart app available for iOS and Android system users.