Customer Happiness Charter

YOUR HAPPINESS IS OUR PRIORITY

The Customer Happiness Charter aims to enhance stakeholder engagement by adopting best practices in customer happiness service and providing innovative and digital solutions that are accessible for everyone in order to achieve your happiness. The charter aligns with global quality standards such as ISO 10001:2018, the International Digital Customer Experience Standard (IDCXS:2022), and Global Star Rating System for Services.

OUR COMMITMENT TO YOU

• We will treat you with fairness, courtesy, respect and a smile.
• We will cater to your needs with high standards, professionalism, transparency and to the best of our ability.
• We will provide our services through a qualified, helpful and knowledgeable team that understands and can answer your inquiries.
• We will provide accurate service & pricing information, realistic expectations as well as service completion time.
• We will provide multi-channel 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.
• We welcome your input, feedback and suggestions to enhance our services
• We are committed towards the privacy of your information and data
• We are dedicated to offering inclusive services that cater to the diverse needs of our customers, including People of Determination and those with special needs, ensuring smooth and flexible access to services and information.
• We are dedicated to adhering to top occupational health and safety standards during pandemic and crises, ensuring a safe and healthy environment for our customers.
• We will provide innovative solutions to meet your service requirements.
• We are dedicated to sustainable practices in delivering electricity and water services and providing clean energy.
• We are committed to informing and educating you about our digital services, conservation tips and other vital information.
• We are committed to practicing high principles in all our service delivery and media channels.
• We are committed to understanding your feedback and identifying your needs through various channels to exceed your expectations

• We ask you to appreciate our employees efforts and treat them with mutual respect.
• We ask you to inform us immediately if you are People of Determination or have special needs and require any additional support.
• We ask you to provide us with the required information when requested.
• We ask you to take care of the Authority’s facilities and resources.
• We ask you to respond promptly to our employees’ queries to ensure timely and quality service.
• We ask you to conserve electricity/water consumption and take advantage of the tips provided by DEWA.
• We ask you to respect the privacy of our employees and adhere to the Authority’s rules.
• We ask you to follow precautionary instructions and procedures during pandemics and crises when entering Customer Happiness Centres and interacting with employees.
• 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 digital channels.
• We ask you to provide feedback about the services and channels experiences directly by DEWA or through awarded market research companies for improvement purposes.

You can contact us directly through the following channels:

Service Delivery Channels:

Support Channels:

Ref #: 6.1.3 Manage Customer Charter Version #: 13 Date: April, 2025