DEWA launches Customer Care and Emergency Call Centre awareness campaign

According to DEWA, customers can call the Customer Care Centre on 04 601 9999 for billing and other enquiries, while the 991 number of the Emergency Call centre should be called only in cases of emergencies related to electricity and water.

DEWA has also rolled out a marketing campaign to educate the general public about the centre and its related services. Currently, all customer relations materials have these two numbers included in them. DEWA will also disseminate the information through broadcast emails to its customer base.

"In line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai to establish Dubai as the globally-preferred hub for finance, business and tourism, DEWA relentlessly works to optimise electricity and water services to achieve higher levels of success. The Customer Care and Emergency Call centre is a vital element in our efforts to achieve efficient management practices, and our ultimate offering of expertise to provide the most reliable and quality services to our customers," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Billing services are available through the Customer Care Centre's number including Know your outstanding bill, Receive statement through email or fax, Know about your last payment, Follow-up on registered requests, Follow-up or query on final bill requests, Follow-up all other requests, and Register customer service complaints.

"We are keen to raise awareness about the Customer Care and Emergency Call Centre to showcase DEWA's commitment in the areas of customer relations and satisfaction. It is also important to inform our customers about the difference between the two contact numbers and make them know which number to call for any particular service to save them time in reaching the correct point of contact as convenient as possible," said Amal Al Suwaidi, Vice President of Customer Relations at DEWA.

The enquiries services available on the Customer Care Centre's number include DEWA services and procedures, How to register with DEWA, How to change/update your address, Clearance certificate, the final bill procedure, several modes of payment, DEWA online services, How to make high/low consumption complaints, and payment of Dubai Municipality fees.

"The Customer Care and Emergency Call Centre has been established as 24-hour facility to take customer calls, address enquiries, guide customers and help solve issues as part of DEWA's determined efforts to exceed customer satisfaction levels," said Omar Sahoh, Senior Deputy Manager, Customer Care Centre, DEWA.

Electricity services available on the Emergency Call centre number include No power, Partial power failure, Electricity fluctuation, Electric shock, Fuse burning, Spark at electric meter, Fire case, Meter burned, Information about damaged cables, Request for shut down for internal electric job, Information about temporary electricity supply for condolence & wedding ceremony tents, Restore/Refix interlock after maintenance work, Electricity reconnection, Wire burning or smoke, and Other services.

Water services available on the Emergency Call centre number include No water supply, Low water pressure, Water leak at/before the meter, Water pipe broken, Breakage in water main lines, smelly water/muddy water, Meter counter not working, Request for shut down for internal plumbing, Main line damaged by contractor, Restore/refix interlock after maintenance work, Water reconnection, Maintenance work, and Other services.