Dubai Electricity & Water Authority (DEWA) | Accessibility


Information Accessibility through DEWA’s website and Smart App

Information Accessibility

DEWA is working to make it easier for People of Determination to access information on its website and smart application in accordance with the Smart Dubai Government standards. DEWA's  website accessibility for People of Determination is rated 96% according to the Smart Dubai Government standards 2020. The smart application also received a score of 10/10 in 2020, according to the same standards.

DEWA's Website DEWA's Smart App
  • Website accessibility for People of Determination has reached 96% as per the Smart Dubai Government Standards in 2020.
  • The color of the website may be changed to suit customers who have color blindness.
  • The font can be enlarged to facilitate reading for the visually-impaired.
  • An accessibility feature and image description to help POD customers get information on an image by clicking on it.
  • A shortcut feature that reduces texts and facilitates navigation between web pages.
  • Detailed explanationand alternative texts in DEWA’s videos.
  • "Hayyak & Rammas" (written and visual conversation service).24/7.
  • Adding a page on DEWA’s website for POD.
  • The smart application accessibility for People of Determination scored 10/10 as per Smart Dubai Government Standards in 2020.
  • The application is characterised by an easy-to-navigate list and user guide that explains the use of the application..
  • The smart application is distinguished by being compatible with mobile devices applications in terms of updated software to ensure the following: Screen reader, application display on different screen sizes and in different directions to remain consistent for any screen size and direction.
  • Providing easy ways to enter data by providing selected lists, radio buttons, check boxes, or by automatically entering 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”, a live video chat service using sign language enables customers with hearing impairment to communicate directly with the Customer Care Centre and "Hayyak & Rammas" 24/7 (written and visual conversation service).

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

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

Inclusive Smart Services

Smart Services

Inclusive Smart Services for People of Determination
  • Adding the interactive voice chat feature in Arabic and English on Rammas and adding enhancements to the service such as "text reader feature, happiness index, and customer experience questionnaire."
  • Ash’ir”, a live video chat service using sign language enables customers with hearing impairment to communicate directly with the Customer Care Centre 24/7.
  • Hayyak” an online text chat with option of video chat service allows customers to directly communicate with Customer Care Centre agents 24/7.
  • Smart Response: is 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 People on life-support equipment.
  • Virtual screens for video chatting remotely that suit the different  needs of people of determination
  • "WhatsApp" service is available for customers to communicate with DEWA 24/7 on 04-6019999 for all customer service enquiries.

Learn more about DEWA’s inclusive Services.

Accessible Customer Happiness Centres

Accessible Customer Happiness Centres
  • Customer Happiness Centres meet the Dubai Universal Design Code by 100% and have accessible facilities for People of Determination.
  • Customer Happiness Staff are trained in dealing with People of Determination and certified in sign language.
  • DEWA booklets in Braille are available in Customer Happiness Centres.
  • DEWA videos are available in sign language
  • Tactile audio map with voice notification and directional tactile paving for visually-impaired.
  • Priority in service, and dedicated waiting areas suitable for People of Determination.
  • Wheelchairs at Customer Happiness Centres.
  • Emergency evacuation chair at Customer Happiness Centres.
  • Accessible parking with a dedicated helpline for people of determination and close to the main entrances of customer happiness centers.
  • Allocating an inclusive private service port for People of Determination with a priority of providing service to them
  • Benefits for holders of Sanad and Thukher Cards.
  • Virtual screens for video chatting remotely that suit the needs of People of Determination. The screens are fitted with hearing loops that enhance the sound quality and filter background noise
  • "Rammas", DEWA’s virtual employee uses Artificial Intelligence (AI) to assist customers by answering their enquiries in both Arabic and English in Customer Happiness Centres

To view the list of DEWA’s Happiness Centres as well as their locations and contact information, please click here.

Easy access to DEWA’s buildings and facilities

Easy access to DEWA’s buildings and facilities

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

To view the Dubai Universal Design Code click here.

DEWA also provides its Customers and Employees of Determination with smart systems and support services 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 theaudio devices for clear, noise-free delivery of sounds.

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

    Supporting DEWA’s partners: Providing support for DEWA’s target 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 for DEWA's Advisory Council for People of Determination.

    Interactive online education: Providing an online tool for training and evaluation, according to the Dubai Universal Design Code with a 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.