Attending Technical Notifications – Electricity/Water (Smart Response)

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

Smart Response is an innovative initiative to enhance “attending Electricity/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

Electricity	Water
RTA, Dubai Municipality, Dubai Police and Etisalat, Civil Defense	RTA

Package

N/A

Service Limitations

N/A

Notes

Electricity	Water
Recommended to have regular maintenance of all internal wiring in your premises List of supported companies available in DEWA store	Recommended 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) and DEWA smart App - Smart Response..
Concerned department to receive the notification and register in system.
Investigation and necessary action taken by Technical Team.
Close the notification in the system.

Electricity:

Kindly, Refer to the service fee list below:

SR.	Service Name	Rate / Service (AED)
1	Single Cut-out Replacement	165
2	Blown Cut-out Fuse Replacement	130
3	LV Fuse Replacement At Sub-Station	150
4	LV Fuse Replacement At Mini Feeder Pillar	145
5	Distribution Board Re-wireable Fuse Replacement	130
6	Single Phase Energy Meter Replacement- All Ratings	260
7	Three Phase Energy Meter Replacement -30-90 A	330
8	Three Phase Energy Meter Replacement –above 30-90 A Ratings	435
9	Meter Replacement; IMS Ele.;10-90A,1Ph,2W	765
10	Meter Replacement; IMS Ele.;20-120A,3Ph,4W	1190
11	Meter Replacement ;IMS Ele.; 5A,LV-CT4W	1365
12	Replacement Of Current Transformer (CT)	520
13	Replacement CT Kilowatt Hour Meter; Type ET 411 MZ:V=3X2	480
14	Resetting of Tripped Breaker	130
15	Repairing of load Wire	130
16	Sub-Station Open & Close On Customer Request	95
17	Inspection of Dewa Supply on customer Request	135
18	Supply Disconnection On Customer Request (Dedicated CT)	95
19	Reconnection Of Supply After Pvt Work Completion (Shared CT)	95
20	Supply Disconnection On Customer Request (Shared Service)	95
21	Supply Reconnection After Pvt Work Completion (Dedicated CT)	95

Water:

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)
Dubai Now App

Electricity	Water
Within 2 hours (Minor Notifications). Within 4 hours (Major Notifications for main cable failures).	Within 3 hours (minor Notification. Within 6 hours (major Notifications).

Beneficiaries

Individual - Local

Individual - Expat

Business

Key Information

Through Smart Response service, DEWA empowers customers - who are facing technical supply challenges - to obtain smart system validation advice, in addition to self-diagnosis tools, that might avoid the need to request physical site visit from DEWA technical team.

After conducting self-diagnose, the customer can create a request for DEWA technical team to attend on site.

Journey Steps

1

Getting Service Information

I search for information related to submitting a technical notification in case any issue faced with Electricity / Water supply at my place or in public area.

2

Applying for the Service

Partner (Dubai Now)

I log-in/register or I proceed as a guest by entering the verification code sent to the provided mobile number.
I select DEWA - Smart Response service available on Dubai Now App.
I choose my preferred language.
I select/enter the related account number (if available).
The system validates the possible reasons of interruption.
If the interruption reason is not identified, I select the issue type and conduct self-diagnoses.

If the issue is from DEWA side: I request for site visit, confirm location, specify the preferred date & time, submit service request, and get a confirmation notification on screen that the request has been successfully submitted.
If the issue is not from DEWA side/internal issue: I will be advised to check with my own maintenance provider or to hire a specialized maintenance company (suggested list is provided). Or I request for site visit, confirm location, submit service request, and get a confirmation notification on screen that the request has been successfully submitted.

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

Digital Channels (DEWA Website/Smart App)

I go to Attending Technical Notifications – Electricity/Water (Smart Response) service.
I choose the preferred language.
I log-in using UAE Pass or DEWA ID, or I proceed as a guest by entering the verification code sent to the provided mobile number.
I select/enter the related account number (if available).
The system validates the possible reasons of interruption.
if the interruption reason is not identified, I select the issue type and conduct self-diagnoses.

If the issue is from DEWA side: I request for site visit, confirm location, specify, submit service request, and get a confirmation notification on screen that the request has been successfully submitted.
If the issue is not from DEWA side/internal issue: I will be advised to check with my own maintenance provider or to hire a specialized maintenance company (suggested list is provided). Or I request for site visit, confirm location, submit service request, and get a confirmation notification on screen that the request has been successfully submitted.

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

Customer Care Center - 991

I call 991.
I complete the required verification steps.
I report the issue.
DEWA agent investigates the possible interruption reasons and inform me accordingly.
If interruption reasons not identified, DEWA agent confirms my location and submits the request.

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

3

Interaction During Processing

I receive acknowledgment notification with requests' reference number.
I receive step by step tracking notifications.

4

Completing Service Interaction

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

Smart Response: is an innovative initiative to enhance “attending Electricity/ 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:

Electricity:

Within 2 hours (Minor Notifications).
Within 4 hours (Major Notifications for main cable failures).

Water:

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)

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)

4. Why does my breaker frequently trip and what can I do to avoid this issue?

This could be due to an internal fault or faulty breaker. To solve and avoid this issue, you need to have it replaced by a private competent technician.

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

You can use DEWA store, where a list of technical service providers are available with offers for DEWA customers*
*Disclaimer should be added

6. Why do I face power or water supply interruptions?

There are different reasons that could cause power or 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

7. I received an over load or high water notice . What does this mean?

Your circuit breaker is over rated and may damage your installation and DEWA cable. Therefore, you should replace it with a proper rated one as per the guidelines in the safety notice.

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

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DEWA is not responsible for any technical, hardware or software failures of any kind; lost or unavailable network connections; incomplete, garbled or delayed transmissions. It assumes no liability for any direct, indirect, incidental, punitive, consequential or psychological damages as a result of visiting or using its Website or loss of services, income or welfare resulting from any virus that may infect computer equipment used to access its sites. Under no circumstances will DEWA be liable for any damages or injury that result from the use of the materials on this site and the user shall indemnify DEWA from and against all liabilities resulting from the user's failure to observe these terms and conditions. DEWA does not warrant that information currently accessible is up-to-date.

Attending Technical Notifications – Electricity/Water (Smart Response)

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