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Handling Customer Appeal

Independent Complaint Review Service- Appeal Cases

Consumer Protection at the Department of Energy provides an independent complaint review service for people who are not satisfied with the service they have received from either (i) their water and electricity supplier or (ii) Abu Dhabi Sewerage Services Company (ADSSC).

Complaints about service from your water and electricity supplier

Your first course of action is to raise your complaint with your service provider through their available channels. ADDC, AADC and ADSSC should acknowledge the receipt of your complaint and provide you with a reference number and/or Case ID. The companies will ensure that all possible efforts are made to deal with customer complaints promptly, effectively and objectively.

ADDC

Telephone: 800 2332
Email: contactcentre@addc.ae

AADC

Telephone: 800 9008
Email: customercare@aadc.ae

ADSSC

Telephone: 800 23772
Email: customerserviceauh@adssc.ae

In instances where the customer is not satisfied by the complaint resolution provided by the service providers, then the customer has the right to escalate the matter to Department of Energy and log an appeal case accordingly.

Complaint Registration

Please ensure that you have provided as much information/documents as possible relating to your case, including:

  • Customer account number.
  • Your registered complaint ID with your water and electricity supplier service provider.
  • Copies of any documents you think are relevant to your case.
  • Customer valid emirates ID copy.
  • Disputed bill/s copy.
  • Written authorization or power of attorney letter (for commercial/ Industrial customers only).

Available Channels

We adopt the culture of customer service excellence that ensures all complaints are handled in line with the best practices implemented in this field. Please feel free to register your complaint by filling the below form or you can drop an email to our Consumer Protection team:customercare@doe.gov.ae

Complaint Form

Complaint Form


Please fill out the form below and a member of our team will contact you.

Thanks

You successfully submit the complaint.

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