Dubai Electricity and Water Authority continues to streamline processes for its customers. One such innovation is the DEWA Smart Response. This feature enables customers to easily register water and electricity-related technical complaints and track their complaints’ status.
Here is the complete guide on how to use it, fees, service requirements and more.
- Understanding DEWA Smart Response
- Reporting Issue Using the DEWA Smart Response
- Service Fee for DEWA Smart Response
- Resolution Time
- FAQs
Understanding DEWA Smart Response
Have you ever faced an electricity breakdown that required you to search for an electrician? The worst part is that you cannot find one during the busy season. During such circumstances, Dubai Electricity and Water Authority (DEWA) takes care of the metropolis’s residents.
Considering the issues faced by the residents, DEWA launched its Smart Response service. Whether there is a technical fault with electricity, water leakage or blockage, DEWA’s smart responses can solve all the problems conveniently.
Who Is DEWA Smart Response Service for?
DEWA has launched this service for all Dubai residents, including Business and Individual customers who require DEWA services. However, the following groups of people are the primary target audience of this service:
- Senior Citizens
- People of Determination
- People on-Life Support Equipment
Service Requirements
The following are the must-haves for using the DEWA smart service.
- DEWA Account on the website or app
- Location of the issue
- Incident details
DEWA Service Partners
DEWA collaborates with the following authorities to facilitate its customers:
- Roads and Transport Authority
- Dubai Municipality
- Civil Defence
- Etisalat
Reporting Issue Using the DEWA Smart Response
There are three ways to use this feature: via call, website/app or the DubaiNow app.
Via Call
- Call the DEWA Customer Care Centre on their official number ‘991’.
- Complete the verification.
- Provide issue details.
- The agent will investigate the issue and respond with the reasons for the interruption.
- If the reason is not identified, the agent will register a complaint.
- An acknowledgement notification along with a reference number will be provided.
- Once the complaint is registered, the DEWA technical team will review and resolve the problem if it is from their end. For internal issues, the technical team will guide you through the necessary maintenance steps.
- After resolution, the complaint will be closed and the person will be notified.
Using Website/App
- On the DEWA Official Website/App, click on the Smart Response option.
- Select the preferred language.
- Log in to the Website/App using DEWA ID or UAE Pass. You can also proceed as a guest.
- Provide the account number (if applicable).
- When providing the necessary details, the system will automatically provide the reasons for the possible interruption.
- From the provided list, one can select the applicable reason. If the cause is not identified, one can conduct self-diagnoses.
- Answer the questions and register the complaint.
- Once the complaint is registered, the technical team will investigate and resolve the issue. If the problem is from the DEWA side, the technical team will visit and fix it. If the issue is internal, the technical team will provide the necessary guidance to resolve it.
- After resolution, the complaint notification will be closed.
- One can also check the complaint status easily using the DEWA website/App.
Via DubaiNow App
- Log in to the DubaiNow App or register yourself on the platform. To continue as a guest, enter the verification code sent to the provided mobile number.
- Choose DEWA Smart Response.
- Select the language.
- Provide the account number (if applicable).
- When providing the necessary details, the system will automatically provide the reasons for the possible interruption.
- From the provided list, one can select the applicable reason. If the cause is not identified, one can conduct self-diagnoses.
- Once the complaint is registered, the DEWA technical team will investigate and resolve it. If the issue is from their end, the technical team will visit and fix it. If the problem is internal, the technical team will provide the necessary guidance to resolve it.
- After resolution, DEWA closes the complaint notification.
If the diagnosed issue is due to the customer, DEWA adds the charges to the next bill.
Service Fee for DEWA Smart Response
The service charges vary depending on the complexity and severity of the issue. The table below shows that DEWA has standard charges for different electricity services.
| Name of Service | Service Fee |
| Single Cut-out Replacement | AED 165 |
| Blown Cut-out Fuse Replacement | AED 130 |
| LV Fuse Replacement At Sub-Station | AED 150 |
| LV Fuse Replacement At Mini Feeder Pillar | AED 145 |
| Distribution Board Rewireable Fuse Replacement | AED 130 |
| Single Phase Energy Meter Replacement- All Ratings | AED 260 |
| Three-Phase Energy Meter Replacement -30-90 A | AED 330 |
| Three Phase Energy Meter Replacement –above 30-90 A Ratings | AED 435 |
| Meter Replacement; IMS Ele.;10-90A,1Ph,2W | AED 765 |
| Meter Replacement; IMS Ele.;20-120A,3Ph,4W | AED 1190 |
| Meter Replacement ;IMS Ele.; 5A,LV-CT4W | AED 1365 |
| Replacement Of Current Transformer (CT) | AED 520 |
| Replacement CT Kilowatt Hour Meter; Type ET 411 MZ:V=3X2 | AED 480 |
| Resetting of Tripped Breaker | AED 130 |
| Repairing of load Wire | AED 130 |
| Sub-Station Open & Close On Customer Request | AED 95 |
| Inspection of Dewa Supply on Customer Request | AED 135 |
| Supply Disconnection On Customer Request (Dedicated CT) | AED 95 |
| Supply Disconnection On Customer Request (Shared Service) | AED 95 |
| Supply Reconnection After Pvt Work Completion (Dedicated CT) | AED 95 |
For water-related issues such as damage to the water lines, the person facing the issue will have to pay the damage cost.
Resolution Time
The resolution time varies depending on the issue’s complexity. Typically, minor electricity issues take 2 hours, whereas minor water issues take 3 hours. On the other hand, major electricity issues, such as fixing a damaged cable can take 4 hours, and major water issues usually take 6 hours.
FAQs
The DEWA peak hours are from 12 pm to 6 pm. During these hours, electricity consumption can lead to hefty bills. Avoid high electricity usage during this time.
Activate your DEWA connection in a few simple steps. Check out our complete guide to setting up DEWA in simple steps.
With that note, this is all about the DEWA Smart Response. Easily register your complaints from the comfort of your home and lead a smart life with DEWA’s Smart Response service.
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