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:


  • We will treat you with courtesy, respect and a smile
  • You will receive high standards and fair service
  • We will cater to your needs professionally and to the best of our ability
  • We will attend to you with utmost transparency
  • We will provide our services through a helpful and knowledgeable team that is understanding and capable of answering your questions
  • We will provide you with service requirements, realistic expectations and completion times for each service
  • You will be attended to in a timely manner
  • We will reduce the number of steps required to complete a service in the easiest and most efficient manner
  • We will provide you with accurate information and error-free service
  • We will provide you with multi-channel services and bill payment channels for your convenience
  • We will provide our services through smart and artificial intelligence channels in line with the Smart Dubai initiative to transform Dubai into the smartest and happiest city in the world
  • We will provide innovative solutions to meet your service requirements, such as the provision of a smart grid infrastructure and smart meters
  • We are committed towards following sustainable practices for the delivery of electricity and water services and the provision of clean energy, such as solar energy and EV Green Charger
  • We are committed towards informing our customers about our smart services, conservation tips, and other vital services, procedures and information
  • We welcome your feedback and suggestions to serve you better
  • We are committed towards the privacy of your information and data
  • We will treat People of Determination according to the highest service levels by providing special facilities and services


  • We ask you to appreciate the efforts of our employees at your service and treat them with mutual respect
  • Provide identification documents when requested
  • Provide the supporting documents required to complete a service
  • Inform us immediately of any changes to information provided, or in case of any error
  • Inform us immediately of any changes that may affect our service provision
  • 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: