Ultimate Guide To DEWA: Everything You Need To Know About Dubai Electricity And Water Authority

All About DEWA (Dubai Electricity and Water Authority)

DEWA (Dubai Electricity and Water Authority) is a pivotal entity in Dubai’s infrastructure, entrusted with the crucial task of providing electricity and water services to residents and businesses across the emirate.

Established on January 1, 1992, by His Highness Sheikh Maktoum Bin Rashid Al Maktoum, DEWA emerged from the merger of the previously independent electricity and water departments. Over the years, DEWA has evolved into one of the world’s leading utility providers, earning accolades for its service quality and efficiency. Notably, in 2018 and 2019, DEWA secured the top global ranking in the World Bank’s Business report, reflecting its commitment to excellence and innovation.

Here’s a comprehensive guide to understanding DEWA, including its services, initiatives, and processes:

Services Offered by DEWA

Individual Consumer Services:

Activation, Deactivation, and Transfer:
- DEWA facilitates the seamless activation, deactivation, and transfer of electricity and water connections for individual users, ensuring a hassle-free experience during relocation or property changes.
Bill Payment and Enquiries:
- DEWA offers convenient channels for bill payment and inquiries, allowing customers to manage their utility expenses efficiently.

Renewable Energy Initiatives:

Shams Dubai: DEWA’s Shams Dubai initiative promotes the adoption of solar energy, aligning with the vision of making Dubai one of the smartest cities globally. Property owners can integrate Photovoltaic (PV) systems with the DEWA grid, leveraging clean, renewable energy sources and reducing utility costs. Surplus electricity generated by PV systems can be exported back to the grid, contributing to sustainability efforts.
- Installation Process:
  - Stage 1: Obtaining a No Objection Certificate (NOC): Contractors apply for NOC through DEWA’s website, submitting requisite documents such as the trade license.
  - Stage 2: Procuring Design Approval: Once NOC is obtained, design approval is sought from DEWA.
  - Stage 3: Inspection and Connection: After installation, DEWA conducts inspections to ensure compliance with safety and technical standards before connecting the PV system to the grid.
  - Stage 4: Generation: Upon successful connection, the PV system starts generating electricity, contributing to both personal and grid energy needs.
- Costs and Fees: Property owners incur a one-time connection fee of AED 1,500 for integrating solar energy systems with DEWA. Additional costs and complexities may vary depending on the project scope and requirements.
Solar Academy: DEWA’s Solar Academy serves as a platform for knowledge dissemination and capacity building in the field of solar energy. Through training programs and educational initiatives, the Solar Academy empowers stakeholders with the necessary skills and expertise to drive solar energy adoption and innovation.

Electric Vehicle Charging Stations (EV Green Charger)

As part of its commitment to sustainability, DEWA Dubai has implemented Electric Vehicle (EV) charging services, known as EV Green Charger stations. With 200 stations installed across the emirate as of October 2018, DEWA aims to promote eco-friendly transportation and reduce carbon emissions. Users can obtain, replace, or cancel an EV Green Charger Card directly through the website’s ‘EV Charger Card Services’ page.

Free Charging Services: Non-commercial electric vehicle owners can avail free charging services at any EV station until January 31, 2021. Registration of the vehicle is necessary to access this complimentary service.
Convenience: Services related to EV charging, including card management and station location, can be conveniently accessed online.

DEWA Customer Service

DEWA’s “Customer Happiness Centres” are strategically located across the emirate to assist customers with their queries and concerns. Staffed with highly trained personnel, these centres provide comprehensive support and guidance to enhance customer satisfaction.

DEWA Academy

DEWA operates its Vocational Academy with the aim of training Emirati students and facilitating their entry into various departments within the organization. In collaboration with the UK’s Business and Technology Education Council (BTEC), the academy offers academic and on-field training in areas such as production, transmission, and energy distribution. Graduates receive diplomas from BTEC upon completion of the program. Additionally, DEWA offers scholarships and internship opportunities through its website’s dedicated “Student” section.

DEWA for Builders

DEWA offers services tailored to builders, facilitating the issuance of No Objection Certificates (NOCs) and providing water and power connections for construction projects. Builders can apply for new connections and NOCs online using their DEWA login credentials. The online application process is streamlined and free of charge, simplifying the administrative procedures for builders.

How to Get a DEWA Connection?

Setting up a DEWA connection is a straightforward process. Applicants need to fill out the application form, submit required documents, and pay the security deposit and connection fees. The application process can be completed online or at the nearest DEWA centre.

Required Documents for Move-In Services:

Title deeds
Copies of passports for both tenant and landlord
Tenancy contract
Authorization letter (if applicable)

The application form, titled “Activation of Electricity and Water service for Residential Expatriate Customers,” can be accessed on the official DEWA website under the “Forms and Documents” section.

DEWA’s commitment to providing efficient and sustainable utility services is reflected in its diverse range of offerings and initiatives. Whether it’s promoting electric vehicle usage, nurturing local talent through its academy, or facilitating hassle-free connections for builders and residents, DEWA remains at the forefront of Dubai’s sustainability drive.

Clarifying the Key Terms in DEWA

Premise Number in DEWA

The premise number is a unique identifier assigned to a property by DEWA. It is typically displayed at the entrance gate of the property. This number is essential for setting up utility services and is used to identify the location of the property within DEWA’s system.

Ejari

Ejari is a system for registering tenancy contracts in Dubai. Once you have selected a property for rent, you are required to register the tenancy contract online with the Dubai Land Department. This registration process generates a unique barcode, known as Ejari, which remains valid throughout the duration of the tenancy agreement. Ejari ensures transparency and legal compliance in rental agreements.

Fees Involved

DEWA Activation Fee

A non-refundable activation fee of AED 110 is charged by DEWA for setting up utility services. This fee applies to properties with small meters and is essential for initiating the connection.

Security Deposit

For apartments, a security deposit of AED 2,000 is required, while for villas, the deposit amount is AED 4,000. This deposit serves as a guarantee against any outstanding charges or damages to the property during the tenancy period.

Knowledge and Innovation Fee

In addition to the activation fee and security deposit, tenants may be required to pay a Knowledge and Innovation fee as mandated by DEWA. This fee contributes to the development of sustainable practices and innovation in the utility sector.

How to create Your DEWA Account Dubai?

You can sign up for DEWA in two ways.

Online Sign-Up or Online Account Creation:

Visit the official DEWA website.
Click login and choose the ‘Consumer’ option.
Opt for UAE Pass or DEWA ID based on your eligibility.
If you lack a DEWA ID, select ‘Create an Account’.
Fill in your business partner number or account number and click ‘Register’.
Enter the verification code sent via email or SMS.
Set your username and password.
Agree to the terms and conditions and finalize account creation.
Your account is now ready to use.

ACTIVATION REQUEST FOR ELECTRICITY AND WATER

This service initiates electricity and water connections for a new location. If you’re a newcomer to Dubai or a first-time customer, there are two methods to apply.

Option 1: Through RERA

Get your Ejari contract from RERA, and DEWA will email you with all the info needed to pay your deposit and start your services.

Option 2: DEWA’s App or Website

With your tenancy contract or Ejari, head to the DEWA app or website to activate your services.

To request activation of electricity and water through DEWA, follow these steps:

Visit DEWA’s official website.
Click to the ‘Consumer’ category under ‘Supply Management‘ in the menu.
Select ‘activation of electricity and water (move-in)’.
Choose the ‘New in Dubai’ option if you’re new to the city or a new customer.
Fill out the provided form with the required details.
Attach the necessary documents, such as a title deed for landlords or an Ejari number for tenants.
Create a username and password for your DEWA account.
Agree to the terms and conditions, then select ‘Continue’.
Confirm your payment details and proceed with the submission.
Your request for DEWA water and electricity activation will be submitted, and the connection will be activated within 15 hours.

Documents Needed for DEWA Activation:

Title deed for owners.
Tenants should have their Ejari number.
Emirates ID for residents.
Business permits for commercial users.
GCC nationals need a passport copy.

Costs:

Apartments pay AED 2,000; villas pay AED 4,000 for a security deposit.
Connection fees are AED 100 for small meters and AED 300 for big ones, plus a bit more for registration and taxes.

Your water and electricity services will be up and running in no time, typically within 15 hours after the payment is successfully processed.

How to Pay DEWA Charges/Bills

Payment Methods

DEWA Website or App:
- Payments can be made directly on the DEWA website or through the company’s mobile app, available on various platforms.
Credit Card or Online Banking:
- DEWA accepts payments from several banks via credit card or online banking services.
MPay:
- MPay offers a convenient platform for making DEWA bill payments along with other government services.
Cash Payments:
- Cash payments can be made at DEWA centers, Etisalat payment machines, ZOOM supermarkets, or ENOC/EPPCO petrol stations.

Understanding the DEWA Bill

Issued monthly, a DEWA bill encapsulates charges for electricity and water consumption, meticulously recorded by smart meters installed in premises.

Charges Included

Water, Electricity, Sewerage, and Housing Fees: The DEWA bill encompasses charges for these essential services. While the housing fee is typically borne by the property owner, tenants are responsible for a 5% contribution.
Per-Unit Rates: Standard rates per unit for electricity, water, and sewerage are applied based on consumption.

Consumption Rates

Electricity: Charges range from AED 23 fils per unit for consumption below 2000 kWh per month to AED 38 fils per unit for usage exceeding 6000 kWh.
Water: Consumption is charged at AED 3 fils per unit.
Sewerage: Charges are applied at AED 0.5 fils per unit.

Factors Affecting Bill Amount

Seasonal Variations: Usage patterns, particularly for cooling appliances in summer, can impact electricity consumption and subsequently the DEWA bill.
Property Features: Homes with amenities such as pools and gardens may incur higher water consumption charges.

Understanding these terms and factors can help individuals estimate and manage their utility expenses effectively in Dubai.

Detailed Breakdown of the DEWA Bill

Let’s look into a comprehensive breakdown of the six-page DEWA bill.

First Page: Bill Summary

The initial section of the bill furnishes key particulars, including invoice details, issue date, billing month, and the relevant period. Positioned beneath the “Green Bill Tax Invoice” header, essential information such as account number, type, and premise details are delineated. Notably, service charges for DEWA, Dubai Municipality, and Nakheel for District Cooling are itemized, alongside the bill’s due date and a summary of charges and payments.

Second Page: Electricity Consumption

This section delineates electricity consumption metrics, showcasing kilowatt-hour summaries and associated rates. Details encompass meter readings, multiplication factors, and sub-meter consumption. Additionally, carbon footprint calculations are provided, with DEWA’s benchmark set below 500 kg CO2e units. The page culminates with a breakdown of charges, including fuel surcharges and meter service fees, ultimately summing up to the total electricity bill inclusive of VAT.

Third Page: Water Usage

Herein lies a comprehensive overview of water consumption, quantified in Imperial Gallons (IG) and juxtaposed against corresponding rates. Supplementary charges, akin to fuel surcharges and meter service fees, are elucidated, culminating in a subtotal inclusive of VAT.

Fourth Page: Other Services

This segment elaborates on Dubai Municipality Charges, encompassing housing fees and ancillary service charges. VAT at a standard rate of 5% is applicable to these services.

Fifth Page: Nakheel Charges for District Cooling

For patrons availing district cooling services, this page delineates Nakheel’s charges, subject to a 5% VAT. Noteworthy districts offering district cooling include Jumeirah Village Circle (JVC), Business Bay, Dubai Silicon Oasis (DSO), Jumeirah Lake Towers (JLT), and Palm Jumeirah.

Sixth Page: Additional Charges and Adjustments

Concluding the bill, this section expounds upon supplementary charges, such as fuel surcharges, while adjusting any remaining balances from the preceding month.

Procedures for Cancellation

Cancellation of your DEWA account can be done conveniently online or by visiting a Customer Happiness Centre. Follow these steps for a smooth cancellation process:

Online Cancellation:
- Log in to the DEWA website and navigate to the ‘Deactivation of Electricity and Water’ page under ‘Quick Services’.
- Select your contract account and indicate if a clearance certificate is required.
- Choose the Move-Out date, provide your contact number, and select the method for receiving your deposit refund.
- After completing the required information, click ‘Submit’.
- You will receive a Move-Out notification number via email or SMS, and your final DEWA bill will be sent to your registered email address.
Customer Happiness Centre:
- Visit your nearest DEWA Customer Happiness Centre.
- Submit a request for account cancellation and provide the necessary details.
- Obtain any required clearance certificates and process your deposit refund.

Clearance Certificate and Charges

If you require a clearance certificate, a fee of AED 50 plus VAT will apply.
You will be entitled to a refund of your security deposit upon cancellation. Ensure you have your original receipt for the deposit.

Contact information of DEWA

For any inquiries or assistance, you can reach out to DEWA through various channels:

Website: dewa.gov.ae
Emergency Call Centre (Technical Incidents): 991
Customer Care Centre (Billing Enquiries): +971-4-601-9999
Fax: +971-4-324-8111
Email: customercare@dewa.gov.ae
Rammas Chatbot: DEWA’s AI-based chatbot ‘Rammas’ is available on their website for assistance with DEWA bill inquiries in English and Arabic.

This guide has aimed to shed light on DEWA, the cornerstone of Dubai’s utility services, offering a deep dive into its operations, from electricity and water supply to innovative green initiatives. Understanding your DEWA bill and making the most of DEWA’s services can significantly enhance your living or business experience in Dubai. Whether you’re setting up a new connection, tapping into solar power, or simply managing your monthly utility bills, DEWA is there to support every step of the way. If you have further questions or need assistance, don’t hesitate to reach out to DEWA’s customer service.

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A Comprehensive Guide to DEWA (Dubai Electricity and Water Authority)