Attending Technical Notifications – Water (Smart Response)

This service includes attending to all technical notifications related to water interruption or any failure in the networks and is provided to all customer categories.

Smart Response is an innovative initiative to enhance “attending Water Technical Notifications” service, targeting all DEWA business & individual customers, with special focus on Senior Citizens, People of Determination and People on life-support equipment.

Service Category & Type

Supplementary
Procedural

Customer Segment

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

Service Integrations

N/A

Service Partners

RTA

Package

N/A

Service Limitations

N/A

Notes

Recommendation to have regular maintenance of all internal fittings in your premises

Customer Account
Location
Type of incident or service

Apply through DEWA Customer Care Centre by calling 991 or through DEWA website (www.dewa.gov.ae) or DEWA App or Dubai Now App.
Concerned department to receive the notification and register in system.
Investigation and necessary action taken by Technical Team.
Close the notification in the system.

In case breakage/Damage is caused by any party they will be required to pay the availed cost

24/7 through DEWA website (www.dewa.gov.ae) and DEWA Smart App - Smart Response
Customer Care Centre call (991) 24/7
Dubai Now App (for Individuals only)

Within 3 hours (minor Notifications).
Within 6 hours (major Notifications).

Beneficiaries

Individual - Local

Individual - Expat

Business

Key Information

The Smart Response service allows customers facing technical issues with their electricity or water supply to conduct self-investigation through smart system validation and self-diagnosis tools. This can help avoid the need for a visit from the DEWA technical team.

If needed, after completing the self-diagnosis, you can still request a DEWA technical team to visit your location.

Journey Steps

1

Getting Service Information

I Search for information on reporting a technical incident in case any issue faced with electricity / water supply, either at home or in a public area..

2

Applying for the Service

Partners (Through Dubai Now App):

I select “Housing” category and I go to “Smart Response” service.
I define who needs the help (Myself, Someone Else or Public).
I log-in/register through UAE Pass and select the relevant account.
Or I proceed as a guest, and I provide my mobile number and enter the verification code. Then I enter the relevant account number, or I select the issue location.
I select the issue type (Electricity, Water or EV Green Charger).
The system validates the possible reasons of interruption.
If the interruption reason is not identified, I proceed with self-diagnoses.
If the issue is from DEWA’s side: I proceed in requesting a site visit, confirm the location. Then I submit the request and receive an on-screen confirmation notification with a reference number and information about the next steps.
If the issue is internal (not from DEWA side): I will be advised to contact my maintenance provider or hire a specialized company. Alternatively, I can still request a DEWA site visit.

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

Through DEWA Digital Channels:

I visit DEWA website/Smart App and go to “Smart Response” service.
I define who needs the help (Myself, Someone Else or Public).
I log-in/register through UAE Pass or DEWA ID and select the relevant account.
Or I proceed as a guest, and I provide my mobile number and enter the verification code. Then I enter the relevant account number, or I select the issue location.
I select the issue type (Electricity, Water or EV Green Charger).
The system validates the possible reasons of interruption.
If the interruption reason is not identified, I can conduct self-diagnoses.
If the issue is from DEWA’s side: I proceed in requesting a site visit, confirm the location. Then I submit the request and receive an on-screen confirmation notification with a reference number and information about the next steps.
If the issue is internal (not from DEWA side): I will be advised to contact my maintenance provider or hire a specialized company. Alternatively, I can still request a DEWA site visit.

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 --------------------

Through DEWA Customer Care Center – 991:

I call 991 and complete the required verification steps.
I report the issue.
DEWA agent investigates the possible interruption reasons and inform me accordingly.
If interruption reason is not identified, DEWA agent will confirm the location and submit a request for the technical team to conduct on-site visit.

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

3

Interaction During Processing

Upon submission, I receive acknowledgment to my registered email/mobile number with a reference number and tracking link.
I get step-by-step tracking notifications about the progress of the request.

4

Completing Service Interaction

If the issue is from DEWA’s side: DEWA technical team resolves the issue and brief me about the completed job (as applicable).
If the issue is internal (not from DEWA side): DEWA technical team advise me to check with my own maintenance provider or hire a specialized maintenance company. Then, I sign the undertaking letter to debit the charges in my account.
I receive a notification upon service completion.

If the issue is found within the customer's premises or has been caused by the customer; then additional charges might be applied, which will be displayed in the next bill.

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Smart Response: is an innovative initiative to enhance “attending Water technical incidents” service, targeting all DEWA business & individual customers, with special focus on Senior Citizens, People of Determination and People on life-support equipment.

1. Time required to deliver this service:

Within 3 hours (Minor Notifications).
Within 6 hours (Major Notifications).

2. How can I report an incident?

DEWA offers different channels to submit a notification:

Through DEWA app
DEWA’s website (Go to ‘Services’ then ‘Smart Response’)
DEWA Emergency Call Centre (991)
Dubai Now App

3. How can I track an incident?

You can track your incident by using one of the below channels:

DEWA app
DEWA website (Go to ‘Services’ then ‘Smart Response’)or (from ‘Help & Support’ tab then ‘’Smart Response’)
DEWA Emergency Call Centre (991)
Dubai Now App

4. Where can I find a list of competent technicians?

Discover the DEWA Store your destination for a curated list of trusted technical service providers, along with exclusive offers tailored for DEWA customers.

*Disclaimer should be added

5. Why do I face water supply interruptions?

There are different reasons that could cause water supply interruptions which are listed below:

Bill amount is due
You have a Dubai Municipality violation
Internal fault
Planned outage for network maintenance
Forced outage for network repair

6. I received high water notice . What does this mean?

Your Water consumption is high and may lead to high bill, Therefore, you should check with internal maintenance team to investigate and rectify

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

Please visit our Support page for assistance

Attending Technical Notifications – Water (Smart Response)