Request for Deactivation of Electricity/Water (Move-out)

Request for Deactivation of Electricity/Water (Move-out)

Service Description

This service deactivates electricity and water from the premises.

Service Category & Type

  • Subsidiary
  • Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

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

Service Integrations

  • Integration with RERA Tenancy contract termination.
  • Integration with Smart Dubai Government for online payment.

Service Partners

  • N/A

Package

  • N/A

Service Limitations

  • All previous DEWA bills to be paid in full before requesting Move out.

Service Requirements

  • Move Out date and time
  • Mobile number
  • Email ID
  • Payment of dues (if required)

Please ensure contact information (Email ID & Mobile number) is updated and accessible to proceed with this service request. To update your contact information please visit 'Request for Information Update'

Service Steps & Procedures

Deactivation of Electricity/Water (Move-out) with Login:

  • Login with your DEWA User ID or UAE PASS
  • Select the Required DEWA Contract Account Number
  • Pay your outstanding bill amount (if any)
  • Select the date & time when you are moving out of your premises (your Electricity and Water supply will be deactivated on this date and final meter readings will be taken) and method of Security Deposit refund (through IBAN/Cheque/Western Union/Transfer to other active account/ I will apply refund later)
  • In case of selecting refund through IBAN, Western Union or Cheque, Verification Code will be sent to the registered Email ID or Mobile number with DEWA Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request submission.
  • Submit your application

Deactivation of Electricity/Water (Move-out) without Login:

  • Enter your DEWA Contract Account number and 9-digit DEWA premise number.
  • Verification Code will be sent to your registered Email ID or Mobile number with DEWA.
  • Enter Verification Code in the field provided.
  • Pay your outstanding bill amount (if any).
  • Select the date & time when you are moving out of your premises (your Electricity and Water supply will be deactivated on this date and final meter readings will be taken) and method of security Deposit refund.
  • Submit your request.

  • -  For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit)..

    - You will receive an SMS & an Email with request number.

    - Final bill will be sent to your registered Email address within 24 hours. (If a future date is selected for Move-out, Final bill will be sent within 24 hours of selected date)

    - Security Deposit will be adjusted with your Final Bill amount. You will be required to pay if your Final Bill amount is more than your Security Deposit or you will be refunded via IBAN/Cheque if your Security Deposit is more than your Final Bill Amount.

    - Final Bill amount is immediately due and should be paid immediately upon receiving of Final Bill. For more information on Bill payments please visit 'Bill Payment Channels'

Deactivation of Electricity/Water (Move-out) – Demolish:

  • Log in with User Id and password.
  • Select the contract account.
  • Pay old outstanding amount (if any)

  • - You will receive an SMS & Email with Move Out notification number.

    - Final bill will be sent to your registered Email ID.

    - Final Bill Clearance will be sent through your registered email after settlement of Final bill.

Service Fees

Deactivation of Electricity/Water (Move-out):

  • AED 100 for disconnecting electricity and water (small meters).
  • AED 300 for disconnecting Electricity and water meters (large meters).
  • AED 10 for knowledge fee
  • AED 10 for innovation fee
  • Thukher and Sanad cardholders (UAE nationals) are entitled to 50% discount on De-activation charges*

* “Thukher” Card for Senior Citizens aged 60 and above (issued by Community Development Authority) includes privileges and access to services and facilities in Dubai

* “Sanad” Card for People of Determination (issued by Community Development Authority) includes privileges and access to a package of services and facilities in Dubai


Deactivation of Electricity/Water (Move-out) – Demolish:

  • AED 100 for disconnecting electricity and water (small meters).
  • AED 300 for disconnecting Electricity and water meters (large meters).
  • AED 10 for knowledge fee.
  • AED 10 for innovation fee.
  • *AED 100 for Demolish Admin Fee.

Service Channels

  • 24/7 though DEWA website (www.dewa.gov.ae) and DEWA Smart App
  • DEWA Customer Care Centre (through Interactive Voice Response)
 

 

Service Delivery Time

Deactivation of Electricity/Water (Move-out):

  • Final Bill will be sent via Email and SMS within 24 working hours from the disconnection date and time requested.
  • Clearance certificate will be sent automatically upon settlement of final bill.

Deactivation of Electricity/Water (Move-out) – Demolish:

  • Final bill will be processed within 24 working hours and you will receive your final bill at your registered email. Demolish NOC will be sent to your registered email within 10 working days.
  • Clearance certificate will be sent to your registered email after settlement of the final bill.

Journey Map

Beneficiaries
Individual - Local
Individual - Expat
Business
Journey Steps
1
Getting Service Information
  • I search for information related to Deactivation of Electricity & Water.
2
Applying for the Service
Digital Channels (DEWA Website/Smart App)
  • II log-in/register using UAE Pass or DEWA ID.
  • I go to Deactivation of Electricity & Water service and select the related account.
  • I pay the outstanding amount (if any).
  • I fill-in the service application specifying the deactivation date & time and choose the preferred security deposit refund method (if applicable).

If Western Union, Cheque, or Transfer to Another Active Account is chosen as security deposit refund method

  • I choose the channel where I will receive the verification code.
  • I enter the verification code.
  • I submit service request application and get a confirmation notification on screen that the request has been successfully submitted.

If IBAN is chosen as security deposit refund method

  • I attach the IBAN bank proof mentioning the IBAN number and beneficiary name.
  • I enter the verification code sent to my registered email/mobile number.
  • I submit service request application and get a confirmation notification on screen that the request has been successfully submitted.
* For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).
* Please ensure contact information (Email ID & Mobile number) is updated and accessible, otherwise you will be redirected to the Customer Care Center to proceed with service request.
* Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request.
-------------------- OR --------------------
Customer Care Center – IVR

Only if no outstanding balance

  • I contact DEWA Customer Care Center - IVR.
  • I choose Deactivation of Electricity & Water service.
  • I complete all the required verification steps.
  • I provide the deactivation date & time and submit the request.
-------------------- OR --------------------
3
Interaction During Processing
  • I receive acknowledgment notification with requests’ reference number.
  • Upon Electricity & Water deactivation, I receive the final green bill on my registered email address.
  • I settle the final bill.
    * Security Deposit will be adjusted with my Final Bill amount. And in case the final bill amount exceeds the security deposit amount, I pay the balance amount after deducting the final bill amount from the security deposit. Upon payment, I receive the payment receipt on the registered email address.
4
Completing Service Interaction
  • Upon final bill settlement, I automatically receive my clearance certificate on the registered email address.
  • I collect the security deposit refund amount (if any) through the selected refund method.

Journey Map - Without Log-in

Beneficiaries
Individual - Local
Individual - Expat
Business
Journey Steps
1
Getting Service Information
  • I search for information related to Deactivating of Electricity & Water.
2
Applying for the Service
Digital Channels (DEWA Website/Smart App)
  • I go to Deactivation of Electricity & Water (without login) service.
  • I enter the related account number.
  • I choose the channel where I will receive the verification code (registered email address or mobile number).
  • I pay the outstanding amount (if any).
  • I fill-in the service application specifying the deactivation date & time and choose the preferred security deposit refund method (if applicable).

If Western Union, Cheque, or Transfer to Another Active Account is chosen as security deposit refund method

  • I enter the verification code sent to the registered email address or mobile number.
  • I submit service request application and get a confirmation notification on screen that the request has been successfully submitted.

If IBAN is chosen as security deposit refund method

  • I attach the IBAN bank proof mentioning IBAN number and beneficiary name, ensuring that the bank beneficiary name is identical to customer name registered with DEWA.
  • I enter the verification code sent to the registered email address or mobile number.
  • I submit service request application and get a confirmation notification on screen that the request has been successfully submitted.
* For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).
* Please ensure contact information (Email ID & Mobile number) is updated and accessible, otherwise you will be redirected to the Customer Care Center to proceed with service request.
* Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request.
-------------------- OR --------------------
Customer Care Center – IVR

Only if no outstanding balance

  • I contact DEWA Customer Care Center - IVR.
  • I choose Deactivation of Electricity & Water service.
  • I complete all the required verification steps.
  • I provide the deactivation date & time and submit the request.
-------------------- OR --------------------
3
Interaction During Processing
  • I receive acknowledgment notification with requests’ reference number.
  • Upon Electricity & Water deactivation, I receive the final green bill on my registered email address.
  • I settle the final bill.
    * Security Deposit will be adjusted with my Final Bill amount. And in case the final bill amount exceeds the security deposit amount, I pay the balance amount after deducting the final bill amount from the security deposit. Upon payment, I receive the payment receipt on the registered email address.
4
Completing Service Interaction
  • Upon final bill settlement, I automatically receive my clearance certificate on the registered email address.
  • I collect the security deposit refund amount (if any) through the selected refund method.

Frequently Asked Questions

1. How can I submit online for Final Bill?

To request a Final Bill , 'Final Bill Request (Move out)’ page.

2. Are any attachments required while submitting an 'online Request for Final Bill application?

Required for companies only: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).

3. What rules do I have to follow while filling in the online Request for Final Bill?

Required fields must be filled in (required fields are either in red or marked with an asterisk *).

4. How will I know if there are data entry errors for my submitted Request for Final Bill application?

Error messages will appear before the form can be submitted.

5. What happens when I successfully submit the Request for Final Bill?

The request will go to the concerned department and will be processed accordingly.

6. Is there any discount for Thukher and Sanad cardholders on De-activation charges?

Thukher and Sanad cardholders are entitled to a 50% discount on De-activation charges.

7. How can I get more information?

For more information about this service please 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.