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YOUR HAPPINESS IS OUR PRIORITY
The Customer Happiness Charter has been developed so we can engage with you in a more meaningful way by adopting best practices in responsible customer happiness and providing innovative and smart solutions to make you happier. It sets our benchmarks and defines your service expectations, fostering engaged stakeholder participation to ensure excellence of government services. The charter is in line with ISO 10001:2018, The International Digital Customer Experience Standard (IDCXS 2022) and Global Star Rating System for Services. DEWA is committed to excellence in service provision that not only attains your happiness but also exceeds your expectations. In 2011 DEWA adopted the Customer Service Charter, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which comprises the following:
OUR COMMITMENT TO YOU
We will provide you with multichannel services, bill payment channels and security deposit refund channels for your convenience around the clock
We will provide our services through channels supported by artificial intelligence (AI)
We welcome your input, feedback and suggestions to enhance our services
We are committed towards the privacy of your information and data
We will treat People of Determination according to the highest service levels
We are committed towards informing and educating you about our digital services, conservation tips and other vital services, procedures and relevant information
We are committed to practicing high principles in all our service delivery and media channels
We are committed to conducting regular research in order to exceed your expectations
YOUR COMMITMENT TO US
We ask you to provide us with the required information when requested
We ask you to inform us immediately of any changes to information provided, or in case of any error
We ask you respect the privacy of our employees and adhere to the Authority’s rules
We ask you to adhere to precautionary instructions and procedures during pandemic and crisis situations while entering Customer Happiness Centres and dealing with staff
We ask you to inform us immediately of any changes that may affect our service provision
We ask you to respond in a timely manner to queries from our employees to ensure timely and quality service
We ask you to comply with DEWA procedures, policies and regulations to the services provided
We ask you to adhere to the conditions and rules for using social media channels and smart channels
We ask you to provide feedback about the services and channels experiences either directly by DEWA or through awarded market research companies for improvement purposes
You can contact us directly through the following channels:
DEWA Website
www.dewa.gov.ae
All our digital services are available 24/7
"Hayak" - live video and text chat service
DEWA Smart App
All our digital services are available 24/7
"Hayak" - Live video and text chat service
"Ash'ir" - Live video chat service in sign language for people of determination with hearing disability
Telephone:
Customer Care Centre available 24/7:
04 601 9999 (Customer Services),
991 (Emergency/Technical Notifications)
WhatsApp through Rammas:
+9714 601 9999
Email:
Customer Happiness Centres (Self Services):
For more information about the timings and locations of our Centres please visit www.dewa.gov.ae
04 - The Unified Interactive Platform between Dubai Government and its Customers
(for suggestions, comments, and complaints):
We'll resolve your complaint and respond to your suggestions and comments within 3 working days
Ref #: 6.1.4 Manage Customer Charter Version #: 11Date: April, 2023