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Working hard to provide you with a satisfying experience is important to us. However, every now and then something can go wrong.
If you've had a bad experience, where we haven't dealt with it properly or our service standards haven't met your needs, we want to hear from you. Please don't hesitate to submit any concern through any of our channels mentioned below, and we'll get back to you within 24 hours.
You can submit your complaint through any of the following channels:
Ensure that you provide your full name, account number, contact information and details about your complaint.
Charges
Submitting a complaint is free of charge. However, in certain cases where you challenge the accuracy of the water/power meter, and you request an inspection, an amount of AED 50 will be charged only if the inspection proves that the meter is operating normally. If the meter is found to be faulty there will not be any charge.
Confidentiality
Personal and necessary information concerning the complainant or employee shall be used for the purpose of addressing and resolving the complaint only. The handling procedure of your complaint will ensure the protection of your information as follows:
- All the information related to the complaint shall be considered confidential
- The information will be disclosed on a need-to-know basis only
- A confidentiality statement will be signed by all the employees of the Contact Center Department and Satisfaction & Compliance Section
Our commitment
We always aim to prioritize your concerns and find a solution. Rest assured that we'll respond to you as soon as possible.
Regarding more serious issues, response timelines can go up to 14 days in the event it requires more thorough investigation to provide you with a full solution.
Raise a complaint
In the unusual event where we cannot reach an agreement that you are satisfied with, you do have the right to refer your complaint to the Department of Energy (DOE).
You can contact DOE's Consumer Protection Section by emailing them at customercare@doe.gov.ae or by calling them on (02) 2070666.
For more details on complaint escalation procedures, kindly visit DOE's website: www.doe.gov.ae
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