Consumer's FAQ

1. Why is DEWA changing water consumption measurement unit from imperial gallon (IG) to cubic metre (m³)?
In compliance with Cabinet Resolution No. (85) of 2023 and Resolution No. (43) of 2024, issued by the Ministry of Industry and Advanced Technology, DEWA is discontinuing the use of the imperial gallon (IG) unit in water meters. This aligns with international best practices for standardisation and measurement.

2. What is the benefit of using the cubic metre unit (m³)?
The cubic metre is an internationally recognised and standardised unit of measurement. It ensures greater accuracy, enhances operational efficiency and simplifies comparison with global benchmarks. Using the cubic metre enhances transparency, consistency and comparability across industries.

3. When will DEWA start using the cubic metre unit (m³)?
DEWA will adopt the cubic metre as the standard unit for measuring water consumption starting March 2025 billing cycle

4. Will DEWA need to replace my water meter?
No, DEWA will not replace your water meter. The existing water meters are compatible with the cubic metre measurement system.

5. How do I convert my water consumption from IG to cubic metre and vice versa?
To convert your water consumption from Imperial Gallon IG to cubic metres (m³), you can use the following formula:
1 cubic metre (m³) = 219.9692 (IG).
For example, 4.16 cubic metres (m³) = 915 (IG).

6. Will this change require me to update my records or contracts?
No, customers do not need to take any action regarding their records or contracts. The change will automatically reflect in DEWA’s billing and reporting systems.

7. Will I be notified before the change takes effect?
Yes, DEWA will notify all customers well in advance of the change through official channels, including SMS, email, and the DEWA app.

8. Who do I contact if I have any questions regarding this change?
You can find more information on DEWA website, mobile app, or by contacting DEWA’s Customer Care Centre at 04-601 9999

1. What is the Dubai Economic Agenda D33?

The Dubai Economic Agenda D33 aims to double the size of Dubai's economy within a decade and position it among world’s top three global cities. It comprises 100 transformational projects aimed at driving economic growth and development.
 

2. What is D33 Industry Friendly Power policy?

The D33 Industry Friendly Power policy aims to:

• Allow industry to reduce cost of doing business and achieve clean energy targets.
• Enable Dubai to accelerate decarbonization and achieve net zero, while reducing dependence on natural gas for production of electricity.
• Make Dubai an attractive destination for manufacturing investments (especially smart manufacturing) and generate an additional D 58 billion of Manufacturing-Value-Added by 2033.

3. Who is eligible for the D33 Industry Friendly Power policy benefits?

To be eligible for the D33 Industry Friendly Power policy benefits, companies must obtain a D33 eligibility certificate issued jointly by Dubai Economy and Tourism Department (DET), Department of Finance (DOF) and DEWA. This certificate is available for industrial customers, Agri-tech enterprises and Data Centers, who are currently securing (or plan to secure) 100% of their total energy requirement from DEWA grid and from new captive PV solar generation.

4. What are the benefits of the D33 Industry Friendly Power policy?

Under this policy, DEWA is offering pioneering programs and benefits as follows:

• an additional distributed renewable resources (solar PV) generation beyond current Shams Dubai initiative.
• 25% Reduction in New Connection Charges and an interest-free credit facility to pay the charges in 2 years or by date of energization, whichever is earlier.
• Priority for I-RECs Purchases

5. What is the validity period of D33 Eligibility Certificate?

The validity of D33 Eligibility Certificate is 10 years from the date of its issuance.
 

6. What happens when excess feed-in power is generated by D33 customer?

Feed-in power generated by D33 Companies will be procured and compensated by DEWA at a flat rate of 10.5 Fils/kwh, subject to certain conditions. E.g., No payment will be made for feed-in power during the winter season, (from December to February) or during emergencies or system maintenance/other grid constraints, or where it exceeds the permitted maximum load in that plot. Feed-in power in violation of applicable conditions will not be eligible for payment.
 

7. What is the process for new connections under the D33 Industry Friendly Power policy?

Eligible D33 Companies applying for new connections are entitled to a flat 25% discount on the standard DEWA connection charge. Discount is not applicable for connections for fit-out, temporary/construction connections, Solar PV connection, equipment rental etc. Companies are eligible for an interest-free credit period to pay the connection fee. The credit period is 2 years from the date of DEWA Estimate or until the date of connection/energization, whichever is earlier. A bank guarantee from a local bank in the prescribed format is required to be submitted by the Customer soon after he receives the DEWA Estimate.

Dubai Electricity and Water Authority (DEWA) is providing its services on Amazon’s Alexa in Arabic, becoming the first government utility in the world to do this.

Why is DEWA Skill available on Amazon Alexa?

DEWA has announced the launch of the Rammas AI service on Amazon’s Alexa smart voice system. DEWA has become the first government entity to add its virtual employee to this innovative technology, in adherence with the directives of the wise leadership to reduce the number of visitors to government establishments by 80% and encourage the public to use smart services. This supports the Smart Dubai initiative, which aims to transform Dubai into the smartest and happiest city in the world.

Rammas acts as a virtual employee, making use of artificial intelligence technology to answer customer enquiries. Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Rammas analyses these based on available data and information and takes action to accurately answer all queries.

1. How can I download DEWA Skill on Amazon Alexa?

Download Alexa Application on your mobile and search for DEWA Skill in “Skills & Games” option.

https://www.amazon.com/DEWA/dp/B06X19S89K

2. How can I open DEWA Skill in Alexa?

After enabling DEWA Skill, you can invoke DEWA Skill by saying: Alexa, open DEWA

3. Are all services that are available on the mobile application also available on Amazon Alexa?

No, you can ask about consumption details, bill balance and general FAQs related to DEWA services

4. How can I change the language of DEWA skill on Amazon Alexa?

You can follow the steps from Amazon website: https://www.amazon.in/gp/help/customer/display.html?nodeId=G96ABGB2ASX5M2NK

Note: Skill language will change based on the device language

5. What are the languages supported on DEWA Skill on Amazon Alexa?

Arabic and English

6. What are the services available in DEWA Skill on Amazon Alexa?

 You can ask about consumption details, bill balance and general FAQs related to DEWA services

7. How can I link my DEWA account with Amazon Alexa?

1. Open your Amazon Alexa app or website.

2. Open your DEWA Skill

3. Open Skill settings

4. Choose account linking

5. Enter your credentials and login in DEWA website

6. Your account is now linked

1. How can I submit an online request for a clearance certificate?

To apply for a clearance certificate, visit the Clearance Certificate page

2. What are the requirements for submitting a request for clearance certificate?

• Passport copy or Emirates ID for Individuals
• Trade License, for companies only
• Account Number
• Outstanding dues /Final bill amount settled

3. What rules do I have to follow while filling in the online request for a clearance certificate?

The required fields must be filled in (required fields are either in red or marked with an asterisk). Kindly note that the customer must apply for the De-activation of Electricity/Water (Move Out) service before requesting a clearance certificate. For owners selling their property, a clearance certificate can be requested before applying for the De-activation of Electricity/Water (Move Out) service and settling any outstanding dues at the premises.

4. How will I know if there are data entry errors in my online application for a clearance certificate?

Error messages will appear before the form can be submitted.

5. What happens when I successfully submit my request for a clearance certificate?

Upon settlement of your final bill, DEWA will send the clearance certificate to your registered email.

6. How can I download a clearance certificate?

Visit the Clearance Certificate page and select Verify Clearance Certificate.

7. How can I get more information

For more information about this service, please visit the Help & Support page.

8. What do I do if I face issues when applying for the service?

Please visit our Help & Support page for assistance.

1. What is the Inflation Allowance?

The Inflation Allowance is a government subsidy disbursed to Emirati families with low incomes to handle inflation occurring worldwide and the rise in prices of fuel, basic foodstuffs, electricity and water.

2. Who is eligible for the Inflation Allowance on DEWA Electricity & Water consumption?

UAE National customers identified by the Ministry of Community Development (MOCD) are eligible for inflation allowance

3. What is the amount of Inflation allowance on DEWA Electricity & Water Consumption?

The amount of Inflation allowance is D 400 or actual bill amount of the current month, whichever is less.

4. How can UAE National customers apply for Inflation Allowance on DEWA Electricity & Water consumption?

UAE National customers need to apply for the Inflation Allowance service on the website of Ministry of Community Development (MOCD). If MOCD approved customers’ request, MOCD will share the customers’ data with DEWA for granting the Inflation allowance

5. Is the customer eligible to get the Inflation Allowance on DEWA Electricity and Water consumption, if he/she is getting the social allowance on DEWA Electricity consumption?

No, as per the rules and regulations of MOCD, customers who are getting the social allowance on DEWA Electricity consumption, are not eligible for Inflation Allowance.

6. For any inquiry related to the eligibility of Inflation Allowance, who is the point of contact for the customers?

In case of any inquiry related to the eligibility of Inflation Allowance, customers should contact Ministry of Community Development (MOCD) at Toll Free: 800623

7. If an eligible customer currently getting inflation allowance decides to shift from one premises to another in Dubai, what will happen to the inflation allowance?

Inflation allowance will be discontinued on DEWA Electricity & Water consumption, once customer Moves-out from the premises. For availing the inflation allowance for the new premises, the customer needs to re-apply for the service on the website of Ministry of Community Development (MOCD). If MOCD approves, they will share customer data with DEWA for granting the Inflation allowance on DEWA Electricity and Water consumption.

1. In which occasions can I submit an application to get an electricity supply for tents?

Wedding:

• The cable should be extended one day before the event date, provided there are no obstacles on the customer’s side. The application must be submitted at least four 2 days before the event.

Mourning:

• A low-voltage cable will be extended within four hours. This service is free of charge for three days and is provided for up to two tents.

2. Who are the beneficiaries of the tent’s electricity supply service for weddings and mourning events?

The service is available to the following applicants, subject to meeting all the conditions:

• Emirati citizens holding a valid passport and Family Book (Khulasat Al Qaid) issued by any emirate.
• Passport holders with a decree issued by the emirate of Dubai, who are non-national relatives of an Emirati citizen, provided the relationship is one of the following: father, mother, husband, wife, children, brother, sister, grandfather or grandmother.
• Non-citizens who are first-degree relatives (father, mother, husband, wife, children, brother, sister, grandfather or grandmother) of an Emirati citizen holding a Family Book (Khulasat Al Qaid) and a valid passport.
• Non-citizens who are first-degree relatives (father, mother, husband, wife, children, brother, sister, grandfather, or grandmother) of an Emirati citizen with a decree and a valid passport issued by the emirate of Dubai.

3. What documents are required?

Copies of the following documents are required:

• Emirates ID of both the applicant and the beneficiary
• Passport plus decree issued exclusively by the emirate of Dubai for the applicant and the beneficiary (as applicable as above) to prove the relationship.
• Marriage contract (for weddings) to prove the relationship.
• Death certificate (for mourning) to prove the relationship.
• The wedding or the mourning event must be held in the emirate of Dubai.

4. How can I apply for the service for weddings?

DEWA offers different channels to submit an application for this service. You can apply through:

• DEWA’s smart app
• DEWA’s official website
• DEWA’s emergency number 991

5. How can I track the application?

You can track your application by using one of the below channels:

• DEWA’s smart app
• DEWA’s official website
• DEWA’s emergency number 991

6. How can I file an application for mourning tent?

You can contact the Government Initiative Channel through the Roads and Transport Authority (RTA) via the toll-free number of the call centre (8009090) or through DEWA’s website. All arrangements for mourning tents will be handled by the concerned department and tent service companies.

7. Can I avail the electricity for more than three days in case of a mourning event?

Electricity for mourning is free of cost for three days for the beneficiaries mentioned in Question 2.

8. If I am not eligible under the Government Initiative for mourning tenants, and meet the conditions Question 2, how can I apply for an electricity connection to a mourning tent?

DEWA provides the following channels to submit the service request:

• DEWA’s smart app
• DEWA’s official website
• DEWA’s emergency number 991

9. Are there any NOCs required to submit to DEWA before getting electricity supplies?

NOCs are required to be submitted to DEWA prior to the release of electricity supply for the following:

• Civil Defence NOC: Required for inspection purposes when one or more tents are put up. Approval for the electricity connection will be granted only after the tent installation has been completed and inspected.
• RTA NOC: Required if road crossing is involved during low-voltage (LV) cable-laying works. and, in case there is a tent outside the house only.

10. Are there any circumstances that may cause delays in the release of electricity supply?

DEWA has standard, stipulated timeframes for providing electricity services based on the type of event. However, delays may occur in releasing electricity supply for tents if the following conditions are not fulfilled by applicants or by their representatives:

• The tent location is not finalised at the time of DEWA’s initial site visit.
• Customer-side arrangements or supply-side preparations are not completed by the tent service provide or the applicant.
• Required Civil Defence and/or RTA NOCs are not submitted on time.
• No authorised representative from the applicant’s side is available during the release of electricity supply.
• Safety standards are not complied with by the applicant or the tent service provider.

11. What does the estimated cost for getting electricity supply for tents include?

Electricity supply for mourning tents is provided free of charge. For other events, such as weddings, the estimated cost is calculated on the following components:

• Service charges: Fixed charges based on the electrical load requested.
• Energy consumptions charges: Calculated based on the number of days the electricity supply is required.

12. How can I pay for this service?

Please note that electricity supply for mourning tents is provided free of charge for three days. For weddings, the fees will be added to the applicant’s DEWA account number, and the name registered with DEWA must match the name on the Emirates ID.

13. What do I do if I face issues when applying for the service?

Please visit our Support page for assistance.

1. What if I have multiple accounts with DEWA? Can the electricity generated and exported under one account be offset against consumption of other accounts?

This is possible as long as the other accounts are also located within the same plot. In this case, you just need to indicate in your application which other accounts you want DEWA to link to the solar photovoltaic (PV) generator for offsetting purposes.

2. If I have multiple accounts within the same plot of land, in which order will my different accounts be offset?

The account hosting the generator is always listed first, and the order of the remaining accounts will be determined by you during the connection application. You can optimise your total invoiced amount by choosing an order in which the accounts with the highest consumption are offset first. Please see the diagram below:

3. I own a residential building (or a commercial retail space) and would like to instal a solar system for use by different tenants. Can you provide an applicable model that I can use?

Under current legislation, electricity produced by a PV system cannot be offset against electricity consumed by different customers. Offsetting is only permitted for electricity used in the building’s common areas (lighting, air-conditioning, elevators, etc), provided these are measured by meters owned by the account holder. Alternatively, individual tenants can instal solar systems for their own use, which must be connected to their respective electricity accounts.

4. If I decide to sell or rent the property that hosts a solar PV generator, what are my options in this case?

Should you decide to sell or rent the property that hosts your solar PV generator, you can agree with the new owner or tenant to transfer your generator to their account. However, your accumulated credit cannot be transferred to the new owner’s or tenant’s account.

1. What is the Electric Vehicle (EV) Green Charger Initiative?

The Electric Vehicle (EV) Green Charger Initiative is a Dubai Electricity and Water Authority (DEWA) programme launched in support of the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum to make Dubai one of the world’s smartest and happiest cities while promoting sustainable transport. The initiative aims to provide public EV charging infrastructure across Dubai to enable the rapid adoption of electric mobility.

The initiative supports the Dubai Clean Energy Strategy 2050, which targets 100% clean energy by 2050, and the Dubai Green Mobility Strategy 2030, which mandates the promotion of green and sustainable transport solutions and the expansion of EV adoption. It also contributes to the Dubai Net Zero Carbon Emissions Strategy 2050 and the UAE Net Zero by 2050 Strategic Initiative, supporting Dubai’s transition towards low carbon mobility.

2. What progress has been achieved since the launch of the EV Green Charger initiative?

Since its launch, the EV Green Charger initiative has progressed from a pilot concept into a well established and widely accessible charging ecosystem across Dubai. The initiative has moved through multiple development phases, expanding its geographical coverage and integrating both DEWA owned and licensed charging point operators to ensure broader availability and reliability for electric vehicle users. Over time, the initiative has evolved beyond infrastructure deployment to focus on operational maturity, user accessibility and alignment with Dubai’s sustainability and clean mobility objectives. The growing network of charging facilities supports the increasing adoption of EVs and contributes to reducing carbon emissions while promoting environmentally friendly modes of transport across the emirate. The initiative remains dynamic, with continuous enhancements and expansions in line with demand and technological advancements. For the most up to date information on charging locations and availability, users are can check EV Green Charger locations across the emirate of Dubai on DEWA’s official website, under the section titled EV Green Charging Stations, as well as on the DEWA smart app.

3. What regulations are in place regarding the establishment and installation of EV charging stations in Dubai?

HH Sheikh Ahmed bin Saeed Al Maktoum, Chairman of the Dubai Supreme Council of Energy, issued Directive Number 1 of 2017 on the establishment and installation of EV charging stations in Dubai. This directive states that all public and private organisations and developers in Dubai must get approval from DEWA before establishing, installing, operating or maintaining any EV charging station. In turn, DEWA will coordinate with Dubai Municipality (DM) and the Roads and Transport Authority (RTA) to ensure that EV charging stations meet the technical requirements and standards adopted by the relevant authorities.

The Supreme Council of Energy issued Directive Number 1 of 2016 to set a target for the government for at least 10% of all newly purchased cars to be electric or hybrid between 2016 to 2020. The proportion of electric and hybrid cars rose to 2% in 2020 and is expected to increase to 10% by 2030.

Moreover, in 2020, the Dubai Supreme Council of Energy issued Directive Number 2 of 2020, which updated the targets regarding the purchase of green vehicles by Dubai Government entities. The directive increased the annual government procurement target for EVs and hybrid vehicles to 20% starting from 2025, with a further increase to 30% expected to start from 2030.

4. How does this ini