Dubai Electricity and Water Authority (DEWA) | Request for Consumption Verification - Electricity/Water

Request for Consumption Verification - Electricity/Water

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Service Description

This service is offered to customers wishing to verify their consumption level on noticing unexpected increase or decrease in electricity or water consumption.

Service Category & Type

  • Subsidiary
  • Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

  • Government/ Semi Government
  • Business
  • Individual (Local)
  • Individual (Expat)

Service Integrations

  • N/A

Service Partners

  • N/A

Package

  • N/A

Service Limitations

  • N/A

Notes

  • In order to verify the accuracy of the water meters, if required, water meters will be tested in a DEWA lab and a new water meters will be installed for service continuity.

Service Requirements

  • Providing the account number
  • Choosing Electricity / Water and month for which the service is requested
  • Choosing date

Service Steps & Procedures

  • Customer may communicate with DEWA through any of the available service channels to enquire about high/low consumption
  • A notification number will be sent to customer through SMS & Email, which can be used for tracking the status of the request
  • Feedback will be sent to customers through Email

Service Fees

  • Service fee will be charged (30 or 75 AED based on meter type/size) in case you select scheduling onsite visit and meter is not faulty
  • VAT will be charged as applicable
  • Schedule a call with DEWA technical team - Free of charge
  • Perform self diagnosis - Free of charge

Service Channels

  • 24/7 through DEWA website (www.dewa.gov.ae), DEWA Smart App and Customer Care Centre
  • Customer Happiness Centres (Self Service) - as per working hours

Service Delivery Time

  • Inquiry will be responded to within 7 working days

Privacy & Security Policy

Dubai Electricity and Water Authority (DEWA) is committed to protecting the rights of the users of its website, and keeping data and information secure. We have created this privacy and security statement to explain the current information management practices on our websites.

Information Collection and Usage:

DEWA does not collect any personal information about you when you visit its website, unless specified, or you choose to provide this information to us. However, upon your visit, the following information is automatically collected and stored:

  • The IP address from which you access the Internet and the date and time of your visit to our website.
  • The pages you visit (recorded by the text and graphics files that compose the page)
  • DEWA use this information solely for statistical and monitoring purposes and to help us identify which services are most or least interesting to our visitors, as well identifying website performance.

We may use third party tools or software for conducting statistical analysis. However, only certain pieces of aggregated, non-personal information, such as the number of users who accessed our website or most visited pages, are collected. Such information does not identify you individually.

DEWA keeps all collected information confidential except where disclosure is enforced or required by law, or as part of requirement to protect the rights or properties of DEWA.

Security of Transactions:

Please be assured that this site has security measures in place to protect the information you provide us. We use encryption methods to protect all information, which is deemed to be sensitive, or any other data that should remain secure to meet DEWA’s, federal, or local legal requirements.

Links to third-party websites:

DEWA's website may provide links to other web sites. However we are not responsible for the accuracy of the contents of these sites or their mechanisms for information collection and usage.

If you connect to any other site through DEWA’s website, you need to read its Security & Privacy Policy to determine its practices related to information collection and usage.

Security & Privacy Policy Changes:

DEWA reserves the right to change this Security & Privacy Policy at any time. The amended version of the Security & Privacy Policy will be always published only on DEWA's website.

Privacy intrusion:

If you doubt that your privacy is being compromised, follow these steps immdediately:

    1. Close all browsers
    2. Change your password immediately
    3. Inform us by email on customercare@dewa.gov.ae or phone on +971-4-601-9999.

What are Cookies?

Cookies are small text files that are stored in your device when you visit a website. DEWA uses cookies to improve your overall website experience.

How does DEWA use Cookies?

DEWA’s website cookies store website preferences like preferred language, font-size, or specific version (e.g. high-contrast). Once your preferences are set, you do not need to specify them again for DEWA’s site. DEWA also uses cookies for parts of the website that require registration to access content.

DEWA is committed to the protection of its customers’ private information and does not track individual users or their identity.  DEWA only accesses the system information of the device, the website is being viewed on, to gain useful knowledge about how it is used. The collected information is used solely for statistical and monitoring purposes to help DEWA improve the user experience of the services and to identify the performance of DEWA’s services.

3rd Party Cookies:

DEWA also uses 3rd party tools or software, such as Google Analytics, to track web statistics. In this case, Google will place a 3rd party cookie on your computer. This is also the case with Google Maps across the site.

Any information collected by way of these cookies will be stored and managed by DEWA as per the approved DEWA Website and Mobile App Privacy Policy. If you don’t wish to store cookies for DEWA’s website, you can modify your browser so that it notifies you when cookies are sent, disable the cookies collection feature, or delete cookies that have already been set.


Disclaimer:

DEWA is not responsible for any technical, hardware or software failures of any kind; lost or unavailable network connections; incomplete, garbled or delayed transmissions. It assumes no liability for any direct, indirect, incidental, punitive, consequential or psychological damages as a result of visiting or using its Website or loss of services, income or welfare resulting from any virus that may infect computer equipment used to access its sites. Under no circumstances will DEWA be liable for any damages or injury that result from the use of the materials on this site and the user shall indemnify DEWA from and against all liabilities resulting from the user's failure to observe these terms and conditions. DEWA does not warrant that information currently accessible is up-to-date.


Frequently Asked Questions

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.