Deactivation of Electricity/Water (Move-out)

This service deactivates electricity and water from the premises.

Service Category & Type

Subsidiary
Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

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

Service Integrations

Integration with RERA Tenancy contract termination.
Integration with Digital Dubai Authority for online payment.

Service Partners

N/A

Package

N/A

Service Limitations

All previous DEWA bills to be paid in full before requesting Move out.

Note: Customer information will be shared with Dubai Land Department for the De-activation of Electricity/Water (Move-Out)

Move Out date and time
Mobile number
Email ID
Payment of dues (if required)

* 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'

Deactivation of Electricity/Water (Move-out) with Login:

Login with your DEWA User ID or UAE PASS
Select the Required DEWA Contract Account Number
Pay your outstanding bill amount (if any)
Select the date & time when you are moving out of your premises (your Electricity and Water supply will be deactivated on this date and final meter readings will be taken) and method of Security Deposit refund (through IBAN/Cheque/Western Union/Transfer to other active account/ I will apply refund later)
In case of selecting refund through IBAN, please ensure to attach IBAN bank proof mentioning IBAN number and beneficiary name, ensuring that the bank beneficiary name is identical to customer name registered with DEWA
In case of selecting refund through IBAN, Verification Code will be sent to the registered Email ID and Mobile number with DEWA
* Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request submission.
In case of selecting refund through other channels, Verification Code will be sent to the registered Email ID or Mobile number with DEWA
Submit your application

Deactivation of Electricity/Water (Move-out) without Login:

Enter your DEWA Contract Account number and 9-digit DEWA premise number.
Verification Code will be sent to your registered Email ID or Mobile number with DEWA.
Enter Verification Code in the field provided.
Pay your outstanding bill amount (if any).
Select the date & time when you are moving out of your premises (your Electricity and Water supply will be deactivated on this date and final meter readings will be taken) and method of security Deposit refund.
In case of selecting refund through IBAN, please ensure to attach IBAN bank proof mentioning IBAN number and beneficiary name, ensuring that the bank beneficiary name is identical to customer name registered with DEWA
Submit your request.

- For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit)..

- You will receive an SMS & an Email with request number.

- Final bill will be sent to your registered Email address within 24 hours. (If a future date is selected for Move-out, Final bill will be sent within 24 hours of selected date)

- Security Deposit will be adjusted with your Final Bill amount. You will be required to pay if your Final Bill amount is more than your Security Deposit or you will be refunded via IBAN/Cheque if your Security Deposit is more than your Final Bill Amount.

- Final Bill amount is immediately due and should be paid immediately upon receiving of Final Bill. For more information on Bill payments please visit 'Bill Payment Channels'

Deactivation of Electricity/Water (Move-out) – Demolish:

Log in with User Id and password.
Select the contract account.
Pay old outstanding amount (if any)

- You will receive an SMS & Email with Move Out notification number.

- Final bill will be sent to your registered Email ID.

- Final Bill Clearance will be sent through your registered email after settlement of Final bill.

Deactivation of Electricity/Water (Move-out)-Track/Cancel/Reschedule

Log in with User ID and Password or via UAE Pass
Select the Deactivation of Electricity/Water request to Track, Cancel, or Reschedule
You can Cancel or Reschedule the open Deactivation of Electricity/Water request
Rescheduling is allowed within certain limits set by DEWA.
You will need to settle any outstanding amounts (if applicable) before rescheduling.
Upon rescheduling, you will receive an SMS/Email with the new date, time, and Move-out Notification number.
Reschedule date and time with Move out Notification number
If cancelled, you will receive an SMS/Email confirming the cancellation along with the Move-out Notification number.

Deactivation of Electricity/Water (Move-out):

AED 100 for disconnecting electricity and water (small meters).
AED 300 for disconnecting Electricity and water meters (large meters).
AED 10 for knowledge fee
AED 10 for innovation fee
Thukher and Sanad cardholders (UAE nationals) are entitled to 50% discount on De-activation charges*

* “Thukher” Card for Senior Citizens aged 60 and above (issued by Community Development Authority) includes privileges and access to services and facilities in Dubai

* “Sanad” Card for People of Determination (issued by Community Development Authority) includes privileges and access to a package of services and facilities in Dubai

Deactivation of Electricity/Water (Move-out) – Demolish:

AED 100 for disconnecting electricity and water (small meters).
AED 300 for disconnecting Electricity and water meters (large meters).
AED 10 for knowledge fee.
AED 10 for innovation fee.
*AED 100 for Demolish Admin Fee.

24/7 though DEWA website (www.dewa.gov.ae) and DEWA Smart App
DEWA Customer Care Centre (Through Interactive Voice Response - IVR) 04-6019999. This service is available through IVR only if there is no outstanding amount on the account.
Dubai Now App

Deactivation of Electricity/Water (Move-out):

Final Bill will be sent via Email and SMS within 24 working hours from the disconnection date and time requested.
Clearance certificate will be sent automatically upon settlement of final bill.

Deactivation of Electricity/Water (Move-out) – Demolish:

Final bill will be processed within 24 working hours and you will receive your final bill at your registered email. Demolish NOC will be sent to your registered email within 10 working days.
Clearance certificate will be sent to your registered email after settlement of the final bill.

Beneficiaries

Individual - Local

Individual - Expat

Business

Key Information

DEWA has made it easier to deactivate electricity and water services by linking this service with the Ejari Cancellation from RERA. When the property owner requests to cancel the Ejari Certificate, DEWA will proactively inform the tenant to proceed with Electricity/Water deactivation.

Once the outstanding balance and final bill are settled by the tenant, a clearance certificate will be automatically shared with both the tenant and RERA, allowing the cancellation process to continue. If a refund is applicable, it will also be processed proactively according to the refund method selected during the submission stage without the need to apply for it separately.

This applies only to Ejari cases for residential properties with a single premise number. For other cases, like businesses, property owners or Free Zone areas, the service can be requested via Dubai Now or DEWA’s digital channels.

Journey Steps

1

Getting Service Information

I Search for information about moving out, including how to deactivate electricity and water services

2

Applying for the Service

Partners (Through Integration with RERA) - for Residential Properties with Single Premise Number:

Once the property owner requests for Ejari Cancellation. DEWA will proactively send me a link through email to settle any remaining balance, choose the deactivation date & time and select the preferred security deposit balance refund method.

-------------------- OR --------------------

Partners (Through Dubai Now App):

I log-in/register to Dubai Now Application through UAE Pass.
I select “Housing” category and go to Deactivation of Electricity/Water (Move Out) service.
I pay the outstanding balance (if any) and receive the payment receipt.
I fill-out the form specifying the deactivation date & time and choose the preferred security deposit balance refund method (if applicable).
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 go to Deactivation of Electricity/Water service.
I log-in/register using UAE Pass or DEWA account ID or I may proceed as guest and complete the verification steps.
I select the related account
I pay the outstanding balance (if any) and receive the payment receipt.
I fill out the form specifying the deactivation date & time and choose the preferred security deposit balance refund method (if applicable).
I Select my preference for receiving the 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 step.

-------------------- OR --------------------

Through DEWA Customer Care Center – IVR:

Only for individual customers with no outstanding balance.

I contact DEWA Customer Care Center - IVR.
I choose Deactivation of Electricity & Water service.
I complete all the required verification steps.
I choose/enter the relevant DEWA Account.
I provide my preferred deactivation date & time as well as the preferred security deposit balance refund method (if any) and then I 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.

-------------------- OR --------------------

3

Interaction During Processing

Upon submission, I receive acknowledgment on my registered email/mobile number with a reference number and tracking link.
The Electricity/ Water will be deactivated within 24 working hours from the selected date & time, and the final green bill will be sent to my registered email address.
I settle the final bill. If my security deposit covers it, the amount will be deducted automatically. If not, I’ll need to pay the remaining balance.

I can reschedule or cancel the request through the Link

4

Completing Service Interaction

Upon final bill settlement, I automatically receive my clearance certificate to the registered email.
Security deposit balance refund (if any) will be automatically processed according to my selected refund method as follows:

Refund Through Partners (By Western Union):

I receive notification once the MTCN is generated.
I log-in to DEWA Website/Smart App to get the MTCN number.
I collect the amount from any Western Union branch. (If the amount is not collected, I receive two reminders from DEWA).

Refund Through Partners (By IBAN):

Upon amount transfer, I receive the refund on the provided IBAN number.

Refund Through Cheque

I receive notification upon cheque readiness, and I receive a call from the courier to schedule the cheque delivery.
I receive the cheque.

Refund Through Transferring the amount to another own active DEWA account:

I receive notification once refund amount is transferred to the selected active account.

Notes:

* Refund through Western Union is available for individual customers only for amount up to 20,000 AED.

* Refund through IBAN is available if the refund amount is up to 200,000 AED.

* Refund by Cheques is applicable only if the refund amount exceeds 200,000 AED.

1. How can I submit online for Final Bill?

To request a Final Bill , 'Final Bill Request (Move out)’ page.

2. Are any attachments required while submitting an 'online Request for Final Bill application?

Required for companies only: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).

3. What rules do I have to follow while filling in the online Request for Final Bill?

Required fields must be filled in (required fields are either in red or marked with an asterisk *).

4. How will I know if there are data entry errors for my submitted Request for Final Bill application?

Error messages will appear before the form can be submitted.

5. What happens when I successfully submit the Request for Final Bill?

The request will go to the concerned department and will be processed accordingly.

6. Is there any discount for Thukher and Sanad cardholders on De-activation charges?

Thukher and Sanad cardholders are entitled to a 50% discount on De-activation charges.

7. How can I get more information?

For more information about this service please visit 'Help & Support' page.

8. What do I do if I face issues when applying for the service?

Please visit our Support page for assistance

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Deactivation of Electricity/Water (Move-out)

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