Request for Refund

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Dubai Electricity & Water Authority
  • العربية

Refund

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Service Description

This service enables the customer to refund the outstanding amount with DEWA through different channels.

Service Category & Type

  • Subsidiary
  • Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

  • Government / Semi Government
  • Business
  • Individual (Local)
  • Individual (Expat)

Service Integrations

  • Integration with Emirates NBD.

Service Partners

  • Emirates NBD

Package

  • N/A

Service Limitations

  • Settling the outstanding dues
  • Valid IBAN number of same customer
  • Valid ID (Emirates ID/ Passport)

Service Requirements

  • Move Out from the Premises for security deposit refund.
  • Mobile number
  • Email ID
  • Availability of credit amount in the account.

* Please ensure contact information (Email ID & Mobile number) is updated and accessible to proceed with this service request. To update your contact information please visit 'Request for Information Update'

Service Steps & Procedures

  • Settling the outstanding for customer (if any)
  • Select preferred refund option
  • In cases where the customer prefers a refund through IBAN or cheque payment, a verification code will be sent to your email ID or mobile number registered with DEWA
  • Confirm the details


Excess payment refund:

If there is excess payment, kindly provide the following:
  • A bank statement showing the excess payment made to DEWA
  • A no-objection certificate (NOC) plus a copy of the Emirates ID of the credit card owner, if the name is different from that of the DEWA account owner

Service Fees

  • Refund through IBAN (No fee).
  • Refund through cheques (D 20)+ VAT.

Service Channels

  • 24/7 through DEWA website (www.dewa.gov.ae) and DEWA Smart App
  • DEWA Customer Care Centre (Through Interactive Voice Response - IVR) 04-6019999. Prerequisites for applying for this service through IVR are as follows:
    - Refund through IBAN: IBAN must be available
    - Transfer is to another active account under the same business partner
    • - Cheques: Amount should be above D 200,000
  • Dubai Now App (for Individuals only)
 

Service Delivery Time

  • Refund through IBAN:
    • 8 minutes (for security deposit refunds up to AED 4,000 with no outstanding balance in all of the related accounts)
    • 3 working days for more than AED 4,000 or accounts with outstanding balance
  • Transfer to another active account under the same business partner: 3 working days
  • Refund through cheque: 6 working days

Journey Map

Beneficiaries
Individual - Local
Individual - Expat
Business

Key Information

DEWA has made it easier to get a security deposit balance refund by bundling this service with the Move Out and Clearance Certificate processes. Once the final bill and outstanding balance are settled, DEWA will proactively send the clearance certificate to the customer. And will automatically process the refund (if any) as per the selected channel without the need to apply for these services separately.

Otherwise, for non-security deposit related refunds or if “Apply Refund Later” option was selected during the move-out submission, you can still request this service via Dubai Now App or DEWA's digital channels.

 

Notes:

* For companies: A request letter on company letterhead, signed and stamped, is required for credit balance cases (excluding security deposit).

* Please ensure that your contact information is updated.

 

Journey Steps
1
Getting Service Information
  • I search for information related to the refund service.
2
Applying for the Service
Partners (Through Dubai Now App):
  • I log-in/register to Dubai Now Application through UAE Pass.
  • I select “Housing” category and go to “Request for Refund” service and select the related account.
  • I pay the outstanding amount (if any).
  • I fill out the form and choose the preferred refund method.
  • I verify the registered contact information.
  • Once the verification is done, I submit the request and get an on-screen confirmation with a reference number.
-------------------- OR --------------------
Through DEWA Digital Channels:
  • I log-in/register using UAE Pass or DEWA ID.
  • I go to “Request for Refund” service and select the related account.
  • I pay the outstanding amount (if any).
  • I fill out the form and choose the preferred refund method.
  • I Select my preference for verification code, and I complete the verification step.
  • Once the verification is done, I submit the request and get an on-screen confirmation with a reference number and information about the next steps.

Dubai Electricity and Water Authority provide People of Determination with Universal Accessibility Tools through its digital channels, enabling them to complete services seamlessly and independently.

-------------------- OR --------------------
Customer Care Center – IVR:

Only for Individual customers with no outstanding balance.

 

  • I contact DEWA Customer Care Center - IVR.
  • I choose “Request for Refund” service.
  • I complete all the required verification steps.
  • I choose the account and pay the outstanding balance (if any).
  • I choose the suitable refund method, provide required information, and submit the request.

 

*Through the IVR: Customers can choose from IBAN (if updated in the customer profile) or transfer to another active DEWA account.


*If there is an outstanding balance or if the customer wishes to use one of the other available refund methods, they will receive a link via SMS to proceed with the service through the digital channels.

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3
Interaction During Processing
  • Upon submission, I receive acknowledgment on my registered email/mobile number with a reference number and tracking link.
4