Request for Information Update

Due to the unprecedented weather conditions experienced in the country, and the technical notifications received from some customers, please note that our technical teams are exerting maximum efforts to address the resulting incidents as soon as possible. Thank you for your understanding of what you may encounter in terms of the speed of arrival of our technical teams to the sites and the waiting time to answer your incoming calls. All DEWA services including the technical notifications are available on DEWA Website and Smart App. Your safety is our priority.

Request for Information Update

Apply Online

Service Description

This service consists of updating customer’s personal information with DEWA such as mobile number, email address, PO Box number etc. in order to ensure receipt of monthly bills and notifications as per the customer’s updated contact information, in addition to update premise type and landlord information.

Service Category & Type

  • Subsidiary
  • Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

  • Government/ Semi Government
  • Business
  • Individual (Local)
  • Individual (Expat)

Service Integrations

  • N/A

Service Partners

  • N/A

Package

  • N/A

Service Limitations

  • N/A

Notes

  • In case of enquiry related to updating contact information which was done through DEWA website (www.dewa.gov.ae) or Smart App, customer can contact Customer Care Centre on 04-6019999

Service Requirements

  • Log-in through User ID & Password

Service Steps & Procedures

  • Service request through DEWA Website (www.dewa.gov.ae) and Smart App: 
    • Customer contact information will be updated immediately after submission of the request and successful verification through verification code sent to customer’s registered / updated Email ID and Mobile number
    • Other type of information (Landlord, Customer name, Customer Category, Premise Type, etc..) will be updated after DEWA verification (within 3 working Days)
  • Service request through Customer Care Centre
    • Contact Customer Care Centre to update information through email customercare@dewa.gov.ae or call 04-6019999
    • Verification link (valid for 24 hours) will be sent to registered Email ID or Mobile number with DEWA. If the Email ID or Mobile number is not verified within (24 hours) the request will be cancelled
    • After Email ID or Mobile number verified, Information will be updated within 3 working days

Service Fees

  • Free Service through DEWA Website (www.dewa.gov.ae) and DEWA Smart App.
  • AED 10 Service charges for requests received through DEWA Customer Care Centre  (for updates to P.O. Box only).
  • Free for ’Thukher ‘ and ‘Sanad’ cardholders

Service Channels

Service Delivery Time

  • Immediate Update for requests through Website and Smart App. As for other types of information (Landlord details, Customer name, Customer Category, Premise Type, etc..) it will be updated after DEWA verification within 3 working days
  • 3 working days for requests through Customer Care Center (After Email ID or Mobile number verification)

Journey Map

Beneficiaries
Individual - Local
Individual - Expat
Business
Journey Steps
1
Getting Service Information
  • I search for information related to updating my information.
2
Applying for the Service
Digital Channels (DEWA Website/Smart App)
  • I log-in/register using UAE Pass or DEWA ID
  • I go to My Profile or Request for Information Update service, then manage Account/Customer Information.
  • I choose the information that needs to be updated and enter the verification code.
  • I update the new information and submit the request.
  • I can choose the option to reflect the updated information to my other account(s).
  • I get a confirmation notification on screen that the request has been successfully submitted.
* If customer is updating his/her mobile number, then the verification code will be sent to the registered email address. And if he/she is updating the email address then the verification code will be sent to the registered mobile number..
* Customer needs to ensure that both registered email address and mobile number are available and accessible. If any issue faced, he/she can contact DEWA Customer Care Center.
* Customer is allowed to change one contact information at a time.
-------------------- OR --------------------
Customer Care Center - IVR
  • I contact DEWA Customer Care Center - IVR.
  • I choose Request for Information Update service.
  • I complete all the required verification steps.
  • I provide the new information and inform the agent if I would like to reflect the updated information to my other account(s).
  • I submit the request.
* If customer is updating his/her mobile number, then the verification code will be sent to the registered email address. And if he/she is updating the email address then the verification code will be sent to the registered mobile number.
* Customer needs to ensure that both registered email address and mobile number are available and accessible. If any issue faced, he/she can contact DEWA Customer Care Center.
* Customer is allowed to change one contact information at a time.
-------------------- OR --------------------
3
Interaction During Processing
  • I receive an acknowledgement notification with requests’ reference number.
  • Request will be completed within 3 working days after verification.
4
Completing Service Interaction
  • Updates are reflected on my profile.

Frequently Asked Questions

How can I update my contact details with DEWA?

• Kindly login to your online profile, then visit 'Update Customer Information' page. 

• Select your desired Contract Account (in case you have Multiply Contract Accounts). 

• You may enter your new details and click “Update”. 

Alternately, you may call 04-6019999 or email at customercare@dewa.gov.ae to update your details.

What are the charges for Customer Information update?

• All customer information updated through your online profile are FREE OF CHARGE. 

• However, P.O.Box update requested through Email is liable for address change charge of AED 10. 

For further details kindly call us on 04-6019999 or visit the 'Help & Support’ page.

Is the Change of Landlord Information free of charge?

Yes this service is free of charge, unless you change the PO Box number. A charge of AED 10 will be added if requested by email.

How can I get more information?

Visit 'Help & Support' page.

Privacy & Security Policy

Dubai Electricity and Water Authority (DEWA) is committed to protecting the rights of the users of its website, and keeping data and information secure. We have created this privacy and security statement to explain the current information management practices on our websites.

Information Collection and Usage:

DEWA does not collect any personal information about you when you visit its website, unless specified, or you choose to provide this information to us. However, upon your visit, the following information is automatically collected and stored:

  • The IP address from which you access the Internet and the date and time of your visit to our website.
  • The pages you visit (recorded by the text and graphics files that compose the page)
  • DEWA use this information solely for statistical and monitoring purposes and to help us identify which services are most or least interesting to our visitors, as well identifying website performance.

We may use third party tools or software for conducting statistical analysis. However, only certain pieces of aggregated, non-personal information, such as the number of users who accessed our website or most visited pages, are collected. Such information does not identify you individually.

DEWA keeps all collected information confidential except where disclosure is enforced or required by law, or as part of requirement to protect the rights or properties of DEWA.

Security of Transactions:

Please be assured that this site has security measures in place to protect the information you provide us. We use encryption methods to protect all information, which is deemed to be sensitive, or any other data that should remain secure to meet DEWA’s, federal, or local legal requirements.

Links to third-party websites:

DEWA's website may provide links to other web sites. However we are not responsible for the accuracy of the contents of these sites or their mechanisms for information collection and usage.

If you connect to any other site through DEWA’s website, you need to read its Security & Privacy Policy to determine its practices related to information collection and usage.

Security & Privacy Policy Changes:

DEWA reserves the right to change this Security & Privacy Policy at any time. The amended version of the Security & Privacy Policy will be always published only on DEWA's website.

Privacy intrusion:

If you doubt that your privacy is being compromised, follow these steps immdediately:

  1. Close all browsers
  2. Change your password immediately
  3. Inform us by email on customercare@dewa.gov.ae or phone on +971-4-601-9999.

What are Cookies?

Cookies are small text files that are stored in your device when you visit a website. DEWA uses cookies to improve your overall website experience.

How does DEWA use Cookies?

DEWA’s website cookies store website preferences like preferred language, font-size, or specific version (e.g. high-contrast). Once your preferences are set, you do not need to specify them again for DEWA’s site. DEWA also uses cookies for parts of the website that require registration to access content.

DEWA is committed to the protection of its customers’ private information and does not track individual users or their identity.  DEWA only accesses the system information of the device, the website is being viewed on, to gain useful knowledge about how it is used. The collected information is used solely for statistical and monitoring purposes to help DEWA improve the user experience of the services and to identify the performance of DEWA’s services.

3rd Party Cookies:

DEWA also uses 3rd party tools or software, such as Google Analytics, to track web statistics. In this case, Google will place a 3rd party cookie on your computer. This is also the case with Google Maps across the site.

Any information collected by way of these cookies will be stored and managed by DEWA as per the approved DEWA Website and Mobile App Privacy Policy. If you don’t wish to store cookies for DEWA’s website, you can modify your browser so that it notifies you when cookies are sent, disable the cookies collection feature, or delete cookies that have already been set.


Disclaimer:

DEWA is not responsible for any technical, hardware or software failures of any kind; lost or unavailable network connections; incomplete, garbled or delayed transmissions. It assumes no liability for any direct, indirect, incidental, punitive, consequential or psychological damages as a result of visiting or using its Website or loss of services, income or welfare resulting from any virus that may infect computer equipment used to access its sites. Under no circumstances will DEWA be liable for any damages or injury that result from the use of the materials on this site and the user shall indemnify DEWA from and against all liabilities resulting from the user's failure to observe these terms and conditions. DEWA does not warrant that information currently accessible is up-to-date.