Dubai Electricity & Water Authority (DEWA) | Customer Happiness Charter

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Customer Happiness Charter


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 service, 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.

DEWA is committed to excellence in service provision that not only attains your happiness but also exceeds your expectations. DEWA has 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:


1. We will treat you with fairness, courtesy, respect and a smile

2  We will cater to your needs with high standards, professionalism, and to the best of our ability

3. We wlil attend to you with utmost transparency

4. We will provide our services through a qualified, helpful and knowledgeable team that is understanding and capable of answering your enquiries

5. We will provide you with accurate service information and requirements, realistic expectations and completion time for each service

6. We will provide you with multi-channel services, bill payment channels, and security deposit refund channels for your convenience

7. We will provide our services through smart and artificial intelligence (AI) channels

8. We will provide innovative solutions to meet your service requirements

9. We are committed towards following sustainable practices for the delivery of electricity and water services and the provision of clean energy

10. We are committed towards informing and educating you about our smart services, conservation tips, and other vital services, procedures and relevant information

11. We welcome your input, feedback, and suggestions to enhance our services

12. We are committed towards the privacy of your information and data

13. We will treat People of Determination according to the highest service levels

14. We are committed to practicing high principles in all our service delivery and media channels

15. We are committed to conducting regular research in order to exceed your expectations


1. We ask you to appreciate the efforts of our employees at your service and treat them with mutual respect

2. Provide identification documents when requested

3. Provide the supporting documents required to complete a service

4. Inform us immediately of any changes to information provided, or in case of any error

5. Inform us immediately of any changes that may affect our service provision

6. Respond in a timely manner to queries from our employees to ensure timely service and quality

You can contact us directly through the following channels:


Customer Care Centre (24/7)
04-601-9999 (Customer Services)
991 (Technical Incidents)


P.O. Box 564, Dubai, UAE

Customer Happiness Centres & Future Customer Happiness Centres:

For more information about the timings and locations of our Centres please click here

Dubai Government’s Unified Suggestions Portal:

Dubai Government’s Unified Complaints Portal:

Social Media Channels: