Dubai Electricity & Water Authority (DEWA) | Smart Response

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Dubai Electricity & Water Authority

Attending Technical Notifications – Electricity/Water (Smart Response)

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Service Description

This service includes attending to all technical notifications related to electricity/water interruption or any failure in the networks and is provided to all customer categories.

Smart Response is an innovative initiative to enhance “attending Electricity/Water Technical Notifications” service, targeting all DEWA business & individual customers, with special focus on Senior Citizens, People of Determination and People on life-support equipment.

Service Category & Type

  • Supplementary
  • Procedural

Customer Segment

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

Service Integrations

  • N/A

Service Partners




 Electricity Water
RTA, Dubai Municipality, Dubai Police and Etisalat, Civil Defense

 RTA


Package

  • N/A

Service Limitations

  • N/A

Notes


 Electricity  Water
  •  Recommended to have regular maintenance of all internal wiring in your premises
  •  List of supported companies available in DEWA store
  •   Recommended to have regular maintenance of all internal fittings in your premises
    .


Service Requirements

  • Customer Account
  • Location
  • Type of incident or service

Service Steps & Procedures

  • Apply through DEWA Customer Care Centre by calling 991 or through DEWA website (www.dewa.gov.ae) and DEWA smart App - Smart Response..
  • Concerned department to receive the notification and register in system.
  • Investigation and necessary action taken by Technical Team.
  • Close the notification in the system.

Service Fees

Electricity:

Kindly, Refer to the service fee list below:

SR. Service Name Rate / Service (AED)
1 Single Cut-out Replacement 165
2 Blown Cut-out Fuse Replacement 130
3 LV Fuse Replacement At Sub-Station 150
4 LV Fuse Replacement At Mini Feeder Pillar 145
5 Distribution Board Re-wireable Fuse Replacement 130
6 Single Phase Energy Meter Replacement- All Ratings 260
7 Three Phase Energy Meter Replacement -30-90 A 330
8 Three Phase Energy Meter Replacement –above 30-90 A Ratings 435
9 Meter Replacement; IMS Ele.;10-90A,1Ph,2W 765
10 Meter Replacement; IMS Ele.;20-120A,3Ph,4W 1190
11 Meter Replacement ;IMS Ele.; 5A,LV-CT4W 1365
12 Replacement Of Current Transformer (CT) 520
13 Replacement CT Kilowatt Hour Meter; Type ET 411 MZ:V=3X2 480
14 Resetting of Tripped Breaker 130
15 Repairing of load Wire 130
16 Sub-Station Open & Close On Customer Request 95
17 Inspection of Dewa Supply on customer Request 135
18 Supply Disconnection On Customer Request (Dedicated CT) 95
19 Reconnection Of Supply After Pvt Work Completion (Shared CT) 95
20 Supply Disconnection On Customer Request (Shared Service) 95
21 Supply Reconnection After Pvt Work Completion (Dedicated CT) 95

Water:

  • In case breakage/Damage is caused by any party they will be required to pay the availed cost

Service Channels

  • 24/7 through DEWA website (www.dewa.gov.ae) and DEWA Smart App - Smart Response
  • For technical notifications call (991)

Service Delivery Time

 Electricity  Water
  • Within 2 hours (Minor Notifications).
  • Within 4 hours (Major Notifications for main cable failures).
  • Within 3 hours (minor Notification.
  • Within 6 hours (major Notifications).

Journey Map

This service includes attending to all technical notifications related to electricity/water interruption or any failure in the networks and is available for all customer categories.

Beneficiaries
Individual - Local
Individual - Expat
Business
Journey Steps
1
Getting Service Information
  • I search for information related to applying for Technical Notification
2
Applying for the Service
Smart channels
  • I log-in or register on DEWA Website/Smart App (Using UAE Pass or DEWA ID) or I proceed as a guest using OTP authentication and apply for the service
  • The system validates the possible reasons of interruption (such as: billing issue, outage, routine maintenance). If nothing is found, I proceed
  • I conduct self-diagnosis and if the issue is from DEWA side, I proceed with the notification, otherwise DEWA advises me to check for the issue with my own maintenance provider or to choose from the maintenance providers list

Customer Care Center
I dial 991 and report the incident
Customer Happiness Centers (Self-Service)
  • I visit one of the CHCs  - Self-Service & park my car in one the parking spaces available
  • I visit any of virtual screens available at the center
  • I log-in or register on DEWA Website/Smart App (Using UAE Pass or DEWA ID) or I proceed as a guest using OTP authentication & apply for the service
  • The System validates the possible reasons of interruption (such as: billing issue, outage, routine maintenance). If nothing is found, I proceed
  • I conduct self-diagnoses and if the issue is from DEWA side, I proceed with the notification, otherwise DEWA advises me to check for the issue with my own maintenance provider or to choose from the maintenance providers list
3
Interaction During Processing
Interaction During Processing
  • I receive acknowledgment via registered Email/SMS with a refrence number for the request
  • I receive a call from DEWA Technical team to confirm my location (if needed)
  • I receive tracking SMS messages to update me on each stage. Request can be tracked through DEWA Website/Smart App as well
4
Completing Service Interaction
Completing Service Interaction
  • If DEWA Issue - DEWA technical team resolves the issue and brief me about the completed job
  • If Internal Issue - DEWA technical team advises me to check for the issue with my own maintenance provider or to choose from maintenance providers list available on DEWA Website/Smart App
  • I receive an SMS upon service completion

Frequently Asked Questions

Smart Response: is an innovative initiative to enhance “attending Water technical incidents” service, targeting all DEWA business & individual customers, with special focus on Senior Citizens, People of Determination and People on life-support equipment.

1. Time required to deliver this service:

Electricity:

    • Within 2 hours (Minor Notifications).
    • Within 4 hours (Major Notifications for main cable failures).

Water:

    • Within 3 hours (Minor Notifications).
    • Within 6 hours (Major Notifications).

2. How can I report an incident?

DEWA offers different channels to submit a notification:

    • Through DEWA app
    • DEWA’s website (Go to ‘Services’ then ‘Smart Response’)
    • DEWA Emergency Call Centre (991)

3. How can I track an incident?

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

    • DEWA app
    • DEWA website (Go to ‘Services’ then ‘Smart Response’)or (from ‘Help & Support’ tab then ‘’Smart Response’)
    • DEWA Emergency Call Centre (991)


4. Why does my breaker frequently trip and what can I do to avoid this issue?

This could be due to an internal fault or faulty breaker. To solve and avoid this issue, you need to have it replaced by a private competent technician.

5. Where can I find a list of competent technicians?

You can use DEWA store, where a list of technical service providers are available with offers for DEWA customers*
*Disclaimer should be added

6. Why do I face  power or water supply interruptions?

There are different reasons that could cause power or water supply interruptions which are listed below:

    • Bill amount is due
    • You have a Dubai Municipality violation
    • Internal fault
    • Planned outage for network maintenance
    • Forced outage for network repair

7. I received an over load or high water notice . What does this mean?

Your circuit breaker is over rated and may damage your installation and DEWA cable. Therefore, you should replace it with a proper rated one as per the guidelines in the safety notice.

Your Water consumption is high and may lead to high bill, Therefore, you should check with internal maintenance team to investigate and rectify


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.