The activation of utilities is one of the main priorities for expats when moving into a new home, whether they own the property or rent it.. In Dubai, the connection of electricity and water is carried out by the Dubai Electricity and Water Supply Authority – DEWA, which is a state-owned entity and the only supplier of electricity, water and sewage services in Dubai. In this article, we will look in detail at what services DEWA provides, what you need to do to connect your utilities and how to opt out, how to pay your bills and interact with DEWA on all fronts, and much more.

About DEWA

DEWA is the Dubai Electricity and Water Authority, which was founded on 1 January 1992 by His Highness Sheikh Maktoum Bin Rashid Al Maktoum in order to unite the electricity and water departments, which were previously separate. Since its foundation, DEWA has become one of the leading utility companies worldwide. Today the company provides electricity and water supply services to more than a million consumers in Dubai, according to high standards of reliability, efficiency and availability. In the first half of 2021 DEWA won 24 local, regional, and international awards including three diamond awards from the Harvard Business Council. The company uses autonomous systems for alternative energy sources and is expanding the use of artificial intelligence in the provision of public utilities. Moreover, DEWA is engaged in the implementation of large projects to produce environmentally friendly and renewable energy sources in accordance with the Dubai Clean Energy Strategy 2050. One of the main projects is the Mohammed bin Rashid Al Maktoum Solar Park, which by 2030, will be the world’s largest network of solar power plants on a single site with a planned capacity of 5,000 MW, which will reduce carbon emissions by more than 6.5M tons per year.

Services offered by DEWA

DEWA offers electricity & water management services and bills its services to consumers, including government/semi-government, businesses and private citizens in the form of locals and expats. Electricity & Water management services include:

<ul><li>Activation of electricity/water (move-in). If supply is not activated within fifteen hours after security deposit payment, consumers should call 991. Landlords must pay a security deposit for the premises under maintenance.</li><li>Deactivation of electricity/water (move-out). All previous DEWA bills must be paid in full before requesting a “move out”.</li><li>Transfer of electricity/water (move-to). Settling the outstanding dues for existing premises is necessary before applying for “move to”.</li><li>Attending technical notifications – electricity/water. Includes all types of technical notices that are related to power outages or connection line failures. This service is available to all consumer categories.</li></ul>

In addition, DEWA provides its service of temporary electric supply for tents (for mourning or weddings). This service is available only for local individuals in Dubai. The maximum period for temporary electricity supply for mourning is three days and for weddings is seven days. In the cases of weddings, consumers must apply at least four days before the event. The service fee for weddings are non-refundable. Billing services include:

<ul><li><strong>Bill payment.</strong> This service provides channels for monthly payments of electricity and water bills. The housing fees are divided equally within twelve months in order to improve the consumer experience. In case of disconnection due to non-payment of a bill, reconnection will take place within four hours after the payment of the invoice.</li><li><strong>Refund.</strong> This service provides channels for refunds.<br> Getting a clearance certificate. This is a request for a clearance certificate on the basis of a client’s request for payment of all outstanding invoices related to the premises. The certificate is valid for one month only, from the date of issue.</li><li><strong>Getting updated information.</strong> This service provides the update of consumer’s personal information with DEWA including phone number, email address, PO Box number and so on.</li></ul>

SHAMS Dubai

This initiative is the first smart system to connect solar (alternative) energy to buildings. The initiative was launched as part of the programme “Generation of Distributed Renewable Resources” and is directly linked to the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to make Dubai the smartest city in the world. SHAMS Dubai supports the diversification of the energy mix by encouraging the use of clean and renewable energy sources. The initiative was launched by Council Resolution No. 46 of 2014, issued by Crown Prince of Dubai His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum. According to the Distributed Renewable Resources Generation programme, household and building owners can install PV (solar) panels and connect them to the DEWA’s network. By doing this, the surplus is exported back to DEWA’s grid. Note: Solar energy is a clean and secure renewable energy, which does not produce any emissions. Using this type of alternative energy offers benefits to both households and businesses. The installation of a PV system reduces electricity bills and increases the value of your real estate. The one-time connection fee for a DEWA solar PV system is usually AED 1,500 (USD 408), but it can be lower for systems that consume less than 10 kW and for the unnecessary use of a generation control meter. As for the cost, this will depend on the price of the equipment, which follows market conditions and can change frequently. According to the DEWA website, in Q2 2021 system costs in the range of AED 4,500 (USD 1,225) to AED 5,000 (USD 1,361) per kWp range for small ‘villa size’ facilities, and for larger facilities from about AED 3,500 (USD 953) to AED 4,000 (USD 1,089) or less per kWp. In addition, there are also operating costs (Opex), which need to be considered for the annual maintenance of photovoltaic systems. This includes inspection, cleaning, and replacement of necessary parts of the panels throughout its lifetime. The connection procedure includes four stages:

<ul><li><strong>Stage A:</strong> No Objection Certificate (NOC). To do this, contact one of the consultants or contractors (there is a list of them on the DEWA website).<br> <strong>Stage B:</strong> Design Approval.<br> <strong>Stage C:</strong> Inspection and Connection (technical inspection of the site for equipment, signing the contract, installing the meter and connecting the solar photovoltaic system to the <a href="https://www.dewa.gov.ae/en/consumer/solar-community/enrolled-contractors-consultants" target="_blank" rel="nofollow noopener">DEWA network</a>).<br> <strong>Stage D:</strong> Generation.</li></ul>

Electric vehicle (EV) green charger stations

The EV Green Charger Initiative is based on the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum to make Dubai the smartest and happiest city in the world. This initiative also promotes green transportation within the city. 100 EV Green Charger Stations were developed and installed in Dubai by DEWA in 2015. These charger stations are smart devices connected through a Charge Point Management System (CPMS). The location and status of chargers are available via the DEWA website and on the smart app. The EV Green Charger Card is necessary for the charging of electric vehicles at specific stations in Dubai. Consumers can obtain, replace or deactivate the card on the DEWA website. Registered EV customers can use a QR code in order to start and end their charge cycles without an EV Green Charger Card.

DEWA customer service

The Customer Care Centre is available round-the-clock through phone & email. Consumers can inquire about outstanding bills, last payment amounts and electricity and water consumption verification. Clients also can request activation, deactivation or transfer of electricity/water (move-in, move out or move-to), obtaining solar connections, billing services, slab tariff, security deposit and credit refund services and so on. The phone number of Customer Care Centre: 04 601 9999 Email of Customer Care Centre: customercare@dewa.gov.ae

DEWA Academy

DEWA has founded the DEWA Academy, which supports the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. The main goal of the academy is to nationalise technical jobs in all DEWA departments. The partner of DEWA academy is the UK’s Business and Technology Education Council (BTEC) and after the two-year education programme, students will receive diplomas from BTEC. The education programme comprises the following disciplines:

<ul><li>Health and Safety in the Engineering Workplace</li><li>Mathematics for Engineering Technicians</li><li>Applications of Mechanical Systems in Engineering</li><li>Communications for Engineering Technicians</li><li>Engineering Projects</li><li>Mechanical Principles &amp; Applications</li><li>Electrical and Electronic Principles</li></ul>

The special section “Student” on the website of DEWA allows one to apply and register for the academy’s scholarship. The Email: academy.students@dewa.gov.ae The phone number of DEWA Academy: +971-4-322-0111

DEWA for builders

DEWA also provides services to builders by providing water and electricity for various construction projects and issuing NOCs. Builders can apply to get electricity/water through the E-Services ‘One Window’ system. Access to this service is obtained with the help of the user ID & Password. The consumer needs to fill in all details, if it is applicable, and upload the technical documents to the website. An NOC can also be requested online via the DEWA website. Applications for these services are free of charge. Large meter connections are available 5 working days from the scheduled shutdown and small meter connections are available 3 working days from payment and the providing of all required technical documents.

The process of activating DEWA services

Activating the service is very straightforward: simply fill out the application form, provide the necessary documents and pay the security deposit along with the DEWA connection fee. The connection procedure is available online for both landlords and tenants. To apply on the DEWA website, the property owner must enter the details of the certificate of ownership and the tenant must enter the Ejari identification number. The DEWA Premise Number (a nine-digit number usually found on the front gate of the house or on the apartment door) must be entered on the application form as well. Note: An Ejari is an online system in which every real estate lease is recorded. Learn more about what an Ejari is, what documents are required and what fees are paid when registering, in our article – About the Ejari system in Dubai. In addition to the completed application form, the following documents may be required:

<ul><li>Copies of the owner’s and tenant’s passports.</li><li>A copy of the signed lease agreement.</li><li>Proof of ownership or contract of sale.</li><li>Power of Attorney (in the absence of the applicant).</li></ul>

DEWA has automated the service activation process for tenants immediately upon receipt of an EJARI: the procedure is now a one-step process. At the time the EJARI is issued, all tenant information is automatically transferred to DEWA and a personal account is created in the system. The tenant then receives an SMS and a welcome email from DEWA with a step-by-step guide on how to pay the security deposit. If for some reason the notification does not arrive, you can either fill out an application online or in the app or visit your nearest DEWA service center.

Connection fees and other charges

The following non-refundable fees apply when activating DEWA services:

<ul><li>AED 100 (USD 27,23) for connection of electricity and water for small meters.</li><li>AED 300 (USD 81,70) for connecting meters in larger properties.</li><li>AED 10 (USD 2,72) for registration, knowledge fee and innovation fee (total AED 30/USD 8.17).</li></ul>

In addition, there is a refundable security deposit:

<ul><li>AED 2,000 (USD 545) – for apartments.</li><li>AED 4,000 (USD 1,089) – for villas.</li></ul>

You can receive the deposit upon check-out. In addition, DEWA has partnered with Western Union to expedite the refund process. You can request the security deposit at any Western Union branch in the UAE and around the world. To do this you will need to:

<ul><li>Make a refund request for the security deposit through the official DEWA website or app.</li><li>Choose Western Union as the payment method.</li><li>Wait for confirmation that the deposit is ready for pickup.</li><li>Go to any Western Union outlet and collect your money.</li></ul>

How do I pay DEWA charges/bills?

There are several ways consumers can pay DEWA bills:

<ul><li><strong>Smart App.</strong> The app can be downloaded from AppStore and Google Play.</li><li><strong>DEWA’s website.</strong> Customers can make an online payment on the official site of DEWA. Only GCC cards are accepted.</li><li><strong>EasyPay.</strong> This is a new payment service, which provides consumers a faster and easier way to make payments for DEWA services.</li><li><strong>Noqodi.</strong> Customers can choose between Noqodi e-Wallet and Noqodi Net Banking. There is no payment limit for Noqodi e-Wallet and Noqodi Net Banking.</li><li><strong>MPay.</strong> Consumers can pay their bills by sending an SMS. The registration at the website https://mpay.dubai.ae/ is necessary for activation of the service.</li><li><strong>Etisalat public payment machines.</strong> The payment of DEWA bills can be made through Etisalat public payment machines, which are located all over the UAE.</li><li><strong>Banking service.</strong> Customers can pay utility bills by credit card through their online banking services. For a list of banks that accept payments for DEWA bills, <a href="https://www.dewa.gov.ae/en/consumer/billing/bill-payment-channels" target="_blank" rel="noopener">click here</a>.</li><li>Consumers can easily pay multiple-account bills with the help of a reference number. The payment is made via Emirates NBD’s Cheque deposit machines.</li></ul>

Understanding the DEWA bill

The DEWA bill includes fees for electricity, water, housing and sewerage. The housing fee from Dubai Municipality constitutes 5% of annual property rent and this is paid over twelve months. According to the decision of the Dubai Supreme Council of Energy, DEWA should use the slab tariff and fuel surcharge on monthly electricity & water consumption. If the consumption of water and electricity increases, the price for community utilities increases too. Fuel surcharge is included in the monthly DEWA bill and is calculated on the basis of the consumption of electricity (Fils/kWh) and water (Fils/IG). Fuel surcharge depends on either the increase or decrease in prices of fuel, which is used on DEWA generation plants. Residential/commercial electricity slab tariff:

<ul><li>Consumption per month up to 2000 kWh – AED 0.23 (USD 0.063)</li><li>2001-4000 kWh – AED 0.28 (USD 0.076)</li><li>4001-6000 kWh – AED 0.32 (USD 0.087)</li><li>6001 kWh and above – AED 0.38 (USD 0.10)</li></ul>

There is also a fuel surcharge which is calculated on the basis of electricity and water consumption and is included in the monthly bill. This amount varies depending on the increase or decrease in the price of fuel supplied to DEWA’s generating plants. In June 2021 it was AED 0.05 (USD 0.014) per kWh consumed and AED 0.04 (USD 0.011) per gallon of water. Note: Prices in DEWA bills will be higher in summer because the usage of cooling appliances (AC) increases in the hot season. In homes with pools and gardens the water consumption will be higher as well.

Procedure for cancellation

Deactivation of electricity and water in the customer’s DEWA account can be made online or in the nearest Customer Happiness Centre. In order to cancel the community utilities, the consumer should visit the page ‘Deactivation of Electricity and Water’ and select his/her contract account. Next, the consumer will need to provide a move-in date, a contact phone number, and a way to receive the deposit and click the “Send” button. The company will then send an email or SMS message to your email address with the move confirmation number and the final DEWA invoice to your registered Email ID. If necessary, you can issue a moving certificate and closing on payment, which costs AED 50 (USD 13.60) + VAT.

Summary

<ol><li>Customers should call 991 if supply of community utilities is not activated within fifteen hours after security deposit payment.</li><li>Security deposit is paid by the lessor of the property.</li><li>DEWA provides the service of temporary electric supply for tents (for mourning or weddings).</li><li>Registered EV customers can use a QR code to start and end their charge cycles without an EV Green Charger Card.</li><li>Because of the usage of cooling appliances in summer, prices in DEWA bills will be higher in the summer season.</li><li>There is a special chat bot on the DEWA website for communication with customers – Rammas.</li></ol>