Dubai Electricity and Water Authority (DEWA) announced that it resolved 100 percent of customer complaints in the first half of 2021.

Saeed Mohammed Al Tayer, MD & CEO of DEWA, said that DEWA welcomes customer feedback and suggestions and handles them swiftly to find appropriate solutions that ensure their happiness.

He noted that DEWA adopts innovative and effective mechanisms in responding to complaints.

“At DEWA, we adopt a solid approach to identify and understand customer needs and expectations. We employ innovative channels and tools to communicate with stakeholders, including customers, to get their feedback and translate them into services that exceed their expectations. We see customer feedback as necessary tools for continuously developing our services and achieving our vision to become a globally leading sustainable, innovative corporation,” Al Tayer said.

As part of its efforts to promote transparency and benefit from feedback to achieve the best results and make customers happier, DEWA has several channels to communicate with customers and the public. These include the Dubai Government Unified Complaints Portal, the Dubai Government Unified Suggestions Portal, DEWA’s website and smart app, surveys and focus groups, and creativity labs.

In 2016, DEWA was the first government entity to receive ISO 10002:2014 for providing guidance on handling complaints about planning, design, operation, maintenance, and improvement services.

In 2020, DEWA’s Customer Care Centre received the ISO18295–2017 certification for Customer Contact Centre Management.

DEWA’s Customer Care Centre operates 24/7, including on public holidays, to answer all customer enquiries and through email: customercare@dewa.gov.ae It accepts calls via its number 991 for technical notifications and 04-6019999 for general enquiries.