- 100% of customer complaints resolved in 1st half of 2021
By ; Adel Farig
Dubai Electricity and Water Authority (DEWA) announced that it resolved 100% of customer complaints in the first half of 2021. This underlines its efforts to enhancing customer happiness.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, said that DEWA welcomes customers’ feedback and suggestions and handles them swiftly to find appropriate solutions that achieve their happiness. He noted that DEWA adopts innovative and effective mechanisms in responding to complaints to achieve customers’ happiness and improve the quality of services.
“At DEWA, we adopt a solid approach to identify and understand customer needs and expectations. We employ innovative channels and tools to communicate with stakeholders, including customers, to get their feedback and translate them into services that exceed their expectations. We see customer feedback as necessary tools for continuous development of our services and achieving our vision to become a globally leading sustainable innovative corporation,” said Al Tayer.
As part of its efforts to promote transparency and benefit from feedback to achieve the best results and make customers happier, DEWA has several channels to communicate with customers and the public. These include the Dubai Government Unified Complaints Portal, the Dubai Government Unified Suggestions Portal, DEWA’s website and smart app, surveys and focus groups, and creativity labs, among others.
In 2016, DEWA was the first government entity to receive ISO 10002:2014 for providing guidance on the process for handling complaints about planning, design, operation, maintenance, and improvement services. In 2020, DEWA’s Customer Care Centre received the ISO18295–2017 certification for Customer Contact Centre Management.
DEWA’s Customer Service Centre provides the Ash’ir service round the clock for speech and hearing-impaired customers to communicate using sign language. It also provides the Hayak service, an online text and video-chat service on DEWA’s smart app and website for customers to communicate directly with its call centre staff.
Rammas, DEWA’s virtual employee, uses AI to answer written queries and audio chat in Arabic and English. It is available on the smart app, website, Facebook, Amazon’s Alexa, Google Home, robots, and DEWA’s WhatsApp verified account on 046019999. DEWA also provides the Smart Response Service for electricity and water technical notifications. It has several features such as self-diagnosis of interruptions and reducing steps to deal with complaints through DEWA’s smart app and website.
DEWA’s Customer Care Centre operates 24/7, including on public holidays, to answer all customer enquiries and through email: It accepts calls via its number 991 for technical notifications and 04-6019999 for general enquiries.