Smart Response: is an innovative initiative to enhance “attending Electricity/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.

Time required to deliver this service:

Electricity:

Within 2 hours (minor Notifications).

Within 4 hours major Notifications (main cable failures).

Water:

Within 3 hours (minor Notifications).

Within 6 hours (major Notifications).

1. Customer visits DEWA website or smart app and reports the incident.

2. Technical team will be assigned and move to customer location.

3. Technical team will investigate the case.

4. Technical team will work on the resolution.

5. In case of major cases: Team will provide temporary supply for electricity incidents.

6. Case will be resolved and electricity/water will be restored.

7. Customer can also track the case through this service.

Where application can be submitted:

- DEWA website

- DEWA smart app

- DEWA Emergency Call Centre (991)

Smart Response: is an innovative initiative to enhance “attending Electricity/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 supply interruptions?

There are different reasons that could cause power 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 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.