DEWA secures re-certification for ISO 10000 and ISO 18295 series

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Dubai Electricity & Water Authority
  • العربية
14 February 2026

DEWA secures re-certification for ISO 10000 and ISO 18295 series

DEWA secures re-certification for ISO 10000 and ISO 18295 series
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Dubai Electricity and Water Authority (DEWA) has secured recertification for the ISO 10000 series related to quality management and customer satisfaction, as well as the ISO 18295 standards for customer contact centre management, including ISO 18295-1:2017 and ISO 18295-2:2017.

“Guided by the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, we are committed to empowering customers as strategic partners in the design, delivery and evaluation of government services. We remain committed to adopting the latest digital, innovative and resilient technologies to ensure rapid implementation of improvements that exceed the expectations of customers and the community. This ensures a seamless, integrated experience focused on improving quality of life and overall happiness. In accordance with our ʻServices 360ʼ policy, we place our customers at the heart of government service design and delivery, using a design approach that prioritises their feedback. This strategy supports data and insight-driven decision-making, enabling us to strengthen excellence, leadership and competitiveness while consistently upholding the highest standards of quality, reliability, sustainability and efficiency,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Al Tayer also noted that DEWA’s fully interactive and integrated Customer Happiness Centre achieved outstanding results in 2025, with the service quality level rising to 97.58% while the response and resolution rate for customer interactions (suggestions, feedback and complaints) stood at 100%.

DEWA also renewed its certification across the ISO 10000 series for quality management and customer satisfaction, including ISO 10001:2018 for codes of conduct, ISO 10002:2018 for complaints handling, ISO 10003:2018 for dispute resolution and ISO 10004:2018 for monitoring and measuring. In addition, DEWA was recertified under ISO 18295-1:2017 for customer contact centre service providers and ISO 18295-2:2017 for client organisations using customer contact centre services.