Protecting customer's interests
One of the important functions of the Department of Energy is to protect the interests of water, electricity and sewerage services customers in the Emirate of Abu Dhabi - whether they are residential, commercial or industrial customers, Government, Agriculture, Fisheries and Livestock, etc.
The DoE does this by monitoring the different types of customer services and the standard of delivery of those services that are provided by:
- The two water and electricity distribution and supply companies in Abu Dhabi Emirate - Abu Dhabi Distribution Company (ADDC) and Al Ain Distribution Company (AADC) and
- Abu Dhabi Sewerage Services Company (ADSSC)
The companies are monitored by the DoE to ensure they comply with their customer service obligations described in Law No (2) of 1998, their respective operating licenses and any Regulations (issued by the Department of Energy).
The Distribution Companies
There are two water and electricity distribution companies in the Emirate of Abu Dhabi:
- Al Ain Distribution Company (AADC) provides water and electricity services to its customers in Al Ain Region;
- Abu Dhabi Distribution Company (ADDC) supplies water and electricity to customers in the rest of the Emirate (Abu Dhabi Island Eastern Region & Western Region).
The Department of Energy licenses and regulates these two companies (Law No. 2 of 1998 concerning the regulation of the water and electricity sector & Law No. 11 of 2018) to carry out the regulated activities of the distribution and supply of water and electricity to customer's premises. The distribution functions of the companies include planning, construction, development and maintenance of their distribution networks (power cables and water pipes), the ongoing operational management of these networks and providing such services as connections for new customers and installing customer meters. The supply functions of the companies include managing the reading of customer meters, billing customers for their power and water usage, collection of bill payments and maintaining a customer register and other customer records for billing purposes.
ADDC and AADC water and electricity distribution and supply licenses contain a range of customer-focused license obligations, which include:
- Offering a connection to customers for their services on written terms that do not unreasonably discriminate between different categories of customers;
- Implementing and following a written procedure for handling complaints from customers about the service they received;
- Making arrangements for elderly, disabled or chronically sick customers to receive special services where appropriate;
- Providing services to a specified or guaranteed standard (set out in a written Code of Practice) and paying compensation to customers when those guaranteed customer service standards are not met;
- Implementing and following a procedure (set out in a written Code of Practice) before they disconnect any service provided to residential or commercial customers;
- Implementing and following a written procedure for assisting those customers who because of financial hardship are having difficulty paying their bills for the services they receive;
- Making available to customers (set out in a written Code of Practice) information and tips about ways they can save water and electricity and use it more efficiently; and
- Making any of the information above available to customers free of charge in both the Arabic and English languages.
The DoE monitors the performance of ADDC and AADC to ensure they comply with their range of obligations under Law No (2) of 1998 & Law No (11) of 2018, their respective distribution and supply licenses and any other relevant Regulations issued by the Department of Energy. It also approves any codes or procedures which are issued by ADDC and AADC under the above customer-focused license obligations.
For further information on the full range of customer services they offer please contact the companies directly.
Sewerage Services Company
Abu Dhabi Sewerage Services Company (ADSSC) is one of the wastewater companies in Abu Dhabi Emirate that carries out sewerage services activities. ADSSC is established under Law No (17) of 2005 and is wholly owned by the Government of Abu Dhabi. The Department of Energy licenses and regulates ADSSC (under Law No (2) of 1998) to carry out the following regulated activities:
- The collection of sewerage from customer's premises connected to the sewerage network.
- The treatment of wastewater collected from the sewerage network to a quality standard (as set out in the Recycled Water and Bio solids Regulations issued by the Department of Energy); and
- The safe and sustainable reuse, transfer or disposal of the treated end products (including recycled water).
The Department of Energy monitors the performance of ADSSC to ensure it complies with a range of obligations under Law No (2) of 1998, its Sewerage, Wastewater Treatment and Disposal License and any other relevant Regulations issued by the Department of Energy. It also approves any codes or procedures which are issued by ADSSC under the above customer-focused license obligations.
For further information on the full range of customer services they offer please contact ADSSC directly.
We see suggestions as an opportunity to improve the service provided to the end users. Your suggestions and feedback are valuable to us and will be considered as part of our ongoing activities to improve our services.
Please feel free to register your complaint by filing the below form or you can drop an email to our Consumer Protection team: email@example.com, or addressing AD government Contact Center through : 800555.
Suggestion & Feedback Form
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