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 will 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 around the clock
  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
  16. We are committed towards following precautionary instructions and procedures during pandemic and crisis situations and providing a safe and healthy environment for our customers


  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
  7. Adherence to precautionary instructions and procedures during pandemic and crisis situations while entering Centres and dealing with staff

You can contact us directly through the following channels:


Customer Care Centre (24/7):
04-601-9999 (Customer Services),
991 (Technical Incidents),
+9714-601-9999 (WhatsApp)

Customer Happiness Centres (Self Services):

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


Live video and text chat service with Customer Care Centre available on DEWA website and Smart App.


Live video chat service in sign language with Customer Care Centre for People of Determination with hearing disability. Available on DEWA Smart App. 

Dubai Government’s Unified Suggestions Portal:

Dubai Government’s Unified Complaints Portal:

Social Media Channels: