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Information Accessibility
DEWA is working to make it easier for People of Determination (POD) to access information on its website and smart application in accordance with the Digital Dubai Authority standards. DEWA’s smart app scored 10/10 for the fourth consecutive year, and its website scored 100% for the third consecutive year, according to the 2023 POD Accessibility Evaluation Report by Digital Dubai Authority.
DEWA's Website | DEWA's Smart App |
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You can view the features of easy access to DEWA’s website by selecting the “Ease of Navigation” page or clicking on this Accessibility Features.
Please refer back to Accessibility, page from 8-11, to view guidelines of the dubai smart government for information Accessibility.
Digital Services
Inclusive Digital Services for People of Determination |
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"Rammas", DEWA's virtual employee supported by AI and powered by Chat GPT, assists customers by answering their enquiries in both Arabic and English in DEWA’s Customer Happiness Centres, DEWA Website and Smart App. “Ash’ir”, a live video chat service using sign language enables customers with hearing disability to communicate directly with the Customer Care Centre 24/7. “Hayak” an online text chat with option of video chat service allows customers to directly communicate with Customer Care Centre agents 24/7. "Smart Response": an innovative initiative to enhance “responding to Electricity/Water technical notifications,” which targets all DEWA business & individual customers, with special focus and priority to Senior Citizens, People of Determination and Patients who depend on electrical medical devices. "Virtual" screens for video chatting remotely that suit the different needs of People of Determination. The screens are fitted with hearing loops that enhance the sound quality and filter background noise. "WhatsApp" service supported by Artificial Intelligence (AI) is available for customers to communicate with DEWA 24/7 on 04-6019999 for all customer service enquiries. A digital sign language interpreter powered by Artificial Intelligence (AI) to enhance the accessibility of information and translate the webpage content into sign language for People of Determination with hearing disability. This feature is available on DEWA website 24/7. |
Learn more about DEWA’s inclusive Services.
Dubai Electricity and Water Authority (DEWA) has launched the DEWA Sign Language Dictionary to enhance communication with People of Determination with hearing disabilities. It reflects DEWA's commitment to its social responsibility towards the happiness, inclusion and empowerment of People of Determination through flexible and effective communication, and the provision of services in line with DEWA’s service quality levels and the Customer Happiness Charter.
The dictionary provides sign-language translations of key terms used by DEWA in its corporate activities. This aims to facilitate equal access to information on the website for customers with hearing disabilities, along with other available accessibility features.
DEWA proudly received the Golden Certificate 'Accessible UNI' from Dubai Municipality, for the 10 DEWA buildings and facilities that have been evaluated so far. DEWA’s awarded facilities include: DEWA’s Head Office, DEWA’s Customer Happiness Centres, DEWA Campus for Occupational and Academic Development in Al Hudaiba, the Innovation Centre, the Research and Development (R&D) Centre, DEWA’s Childcare Centres (Nurseries), as well as several administrative buildings and complexes.
Accessible Customer Happiness Centres |
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View the list of DEWA’s Happiness Centres as well as their locations and contact information.
Easy access to DEWA’s buildings and facilities
DEWA works to facilitate access for People of Determination to its services, buildings and facilities including the Customer Happiness Centres, all of which are 100% compliant with Dubai Universal Design Code since 2019.
View the Dubai Universal Design Code.
In fulfillment of the Dubai Universal Design Code requirements, DEWA received from Dubai Municipality the Golden Certificate "Accessible UNI" which confirms the compliance of the code requirements along with additional innovative solution that enhances the accessibility services throughout the buildings. Accessible UNI certificates have been granted to DEWA Head Office Building, Al Quoz sustainable building , DEWA Innovation centre, and customer happiness centres at Burj Nahar, Hatta and Al Qouz, DEWA Campus for Occupational and Academic Development, DEWA research and development centre, DEWA Admin building in Warsan, DEWA assessment and development centre, Distribution Power Division Complex in Al Rowaiyah.
DEWA has been certified to be in conformance with the international ISO standard 21542:2021 Building Construction – Accessibility and Usability of the Built Environment, further highlighting its continuous efforts in attaining the highest standards in the wellbeing of the built environment for users.
DEWA also provides its Customers and Employees of Determination with smart systems and support services assistive technologies that help them easily access information and various facilities within DEWA’s buildings including:
All these devices are available at Customer Happiness Centres, training halls, and meeting rooms at DEWA’s buildings.
- automated reading pens
- reading glasses
- screen magnifiers and reader.
- Providing consultancy and preliminary evaluation of buildings and facilities according to the Dubai Universal Design code.
- Outlining long-term plans and viewing success stories for motivation.
- Implementation and follow-up with partners and suppliers. Submitting required reports to DEWA's Advisory Council for People of Determination.
- Conducting awareness sessions about the Dubai Universal Design Code for DEWA for suppliers and vendors.
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Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals) |
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50% discount: on registration fees for Activation of Electricity / water (Move In) service. Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
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50% discount: on services fees for Deactivation of Electricity / Water (Move Out) service. Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
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50% discount: on meter inspection (in case meter is in working order). Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
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No fees: on updating customer information Discounts for “Thukher & Sanad” Cardholders (for UAE Nationals)
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DEWA Store is an innovative initiative from DEWA for its customers. It provides exclusive offers and discounts from some of the biggest companies, in addition to special privileges and discounts for People of Determination.
You can redeem the exclusive offers through DEWA’s smart app available for iOS and Android system users.