Got a Dubai Utility Problem? Here's How to Get Help
May 8, 2025
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Living in Dubai means relying on essential services like electricity, water, and telecommunications every single day. Whether it's the cool air conditioning powered by DEWA or staying connected via e& or du, these utilities are the backbone of modern life here 
[36]
[1]. But let's be honest, sometimes things go wrong. You might face an unexpectedly high bill, a sudden service disruption, or confusing contract terms 
[12]
[8]
[15]. When that happens, knowing your rights and how to navigate the complaint process is crucial. This guide breaks down your consumer rights for DEWA and major telecom providers in Dubai, explaining the official procedures based on UAE and Dubai regulations, so you can tackle issues confidently 
[3]
[4]
[5]
[22].
Who Regulates Your Utilities in Dubai?
Dubai boasts a well-structured regulatory environment designed to ensure you receive reliable utility services [36][1]. Understanding who oversees what is the first step. For electricity and water, the Dubai Electricity and Water Authority (DEWA) is the exclusive provider [12]
[13]
[20]. As a Public Joint Stock Company owned by the Government of Dubai, DEWA manages everything from generating power and desalinating water to distributing these essential resources and handling customer service 
[11][12][13]
[16]
[30]
[41]. While DEWA manages operations, the Regulatory and Supervisory Bureau for Electricity and Water (RSB), operating under the Dubai Supreme Council of Energy (DSCE), plays a key regulatory role [8]
[9]
[21]. The RSB focuses specifically on consumer protection, ensuring fair billing practices, and acts as an escalation point if you've already tried resolving an issue with DEWA directly [8][21][9].
When it comes to your phone, internet, and TV services from providers like e& (formerly Etisalat) and du, the federal body in charge is the Telecommunications and Digital Government Regulatory Authority (TDRA) [3][4][5]
[7]
[10]. TDRA handles licensing for telecom operators, sets rules to protect consumers, promotes fair competition, and is the authority you escalate unresolved telecom complaints to [4]
[6][7]. Additionally, the Dubai Department of Economy and Tourism (DET) enforces general consumer protection laws across the emirate, although specific utility complaints usually go through DEWA, RSB, or TDRA first [22]
[40].
Know Your Rights: What Dubai Utility Consumers Are Entitled To
Understanding your rights as a utility consumer in Dubai is empowering. These rights aren't just suggestions; they are grounded in UAE Federal Law and specific regulations designed to protect you [16]
[39]
[24]. Federal Law No. 15 of 2020 on Consumer Protection lays out several core entitlements that apply to utility services [16][39][24][22][9]. You have the right to safety, meaning the services provided shouldn't pose a risk [22][9]. You're entitled to correct and clear information about pricing, terms, and conditions before you commit [1]
[35]
[26][22][9]. Where choices exist, you have the right to choose the service that suits you best [22][9]. Fair treatment without discrimination is another key right, alongside the protection of your personal data and privacy [1][35][22][9]. Contracts should have fair terms, and you have the right to expect quality service [9][22]. Crucially, you also have the right to redress – meaning access to fair dispute settlement processes and potential compensation if things go wrong [22][9].
For telecom services specifically, TDRA regulations add further protections [35]
[37][26]
[23]. You have the right to access basic services at reasonable prices and receive clear pre-contractual information [1][35][26]. Your privacy must be respected, you should have access to your invoices, and be notified about planned outages [7][1][35][26]. Providers must handle your complaints efficiently, and you have the right to escalate issues to TDRA if needed [1][35][26][23]. You're also protected from misleading marketing, including rules under the Do Not Call Register (DNCR) to stop unwanted sales calls [8][36]. While DEWA doesn't have a single published charter like the telecom providers, your rights are implied through their processes and regulatory oversight 
[42]
[32][4]. This includes the right to accurate billing, which you can verify through consumption checks, access to reliable service backed by emergency support, and clear channels for lodging complaints and seeking resolution [12][8][10]
[33][42].
Filing a Complaint with DEWA: Step-by-Step
Got a surprisingly high DEWA bill or experiencing service issues? Don't just fret; there's a clear process to follow. Before lodging a formal complaint, especially about high consumption, it's wise to do some initial checks [12][8]. Use the DEWA Smart App or website portal – part of their Smart Living initiative – to review your recent usage patterns [8][10]
[17]. Also, quickly check your property for obvious internal issues like water leaks or faulty appliances that might be driving up consumption [12][8]. Gather necessary information like your DEWA account number and copies of previous bills to support your case [12].
Once prepared, you can contact DEWA directly through several channels [12][8][10][42]. The most direct way is often calling their 24/7 Customer Care Centre at +971-4-601-9999 [8][10][42]. Alternatively, you can send an email detailing your issue to customercare@dewa.gov.ae [10][42]. Both the DEWA website (www.dewa.gov.ae) and the Smart App allow you to submit complaints electronically; look for options like the "Consumption Verification Request" if your concern is usage-related [12][8][10][42]. For face-to-face interaction, you can visit one of DEWA's Customer Happiness Centres [12][42]. Remember, the emergency line (991) is strictly for reporting urgent technical incidents like power outages or major water leaks, not for billing complaints [10][33].
When you file your complaint, clearly explain the problem and what resolution you're seeking [12]. It's crucial to keep records of everything – note down dates, times, the names of representatives you speak with, and any reference numbers provided [12]. If you don't hear back within a reasonable timeframe (DEWA often aims for around 3 working days), follow up politely [8][17][12]. Maintaining clear communication and providing necessary details helps DEWA investigate and resolve your issue more effectively [12].
Filing a Complaint with Telecom Providers (e& / du): Step-by-Step
Issues with your mobile, internet, or home phone service from e& or du can range from billing errors and poor service quality to contract disputes or those pesky spam calls [15]
[29]. The first step, always, is to contact your service provider directly 
[34]
[46]
[14][23]
[45]. Make sure you get a complaint reference number or trouble ticket ID – this is essential if you need to escalate later 
[2][15].
For e& (formerly Etisalat) customers, you can call their 24/7 support line at 101, email care@etisalat.ae, use the live chat on their website, submit requests via the 'e& UAE' mobile app, or visit a physical Business Centre [2][15]
[44][29]. For du customers, the main consumer contact number is 155 (or 800155), while business users can call 188 (or 800188) [15]. Email options include customer.care@du.ae for consumers and specific addresses for business clients [15]. You can also use their website or app, report spam calls via SMS to 1012, or visit a du Shop [15][29].
Once you've lodged the complaint, the provider will attempt to resolve it [2][44][15]. Keep track of all communications. Note that providers often have internal targets, like du's aim to resolve non-billing issues in 3 days and billing inquiries in 7 days [15]. If you're not satisfied with their response, or if they fail to resolve the issue within their stated timeframe (or reasonably quickly), you have the right to escalate the matter to the Telecommunications and Digital Government Regulatory Authority (TDRA) [34][46][14][23][45].
To escalate to TDRA, you must have already filed a complaint with your provider and have that reference number [34][46][14][23][45]. You can then file your complaint with TDRA through their website (tdra.gov.ae, using UAE Pass), the TDRA mobile app, or by calling their call centre at 800 12 [34][46][14][45]. You'll need to provide the provider's reference number, details of the unresolved issue, and any supporting evidence [34][46][14][23]. TDRA will investigate impartially and can instruct the provider to take corrective action [23]. This escalation process is free for consumers, and TDRA typically aims to resolve cases within 5 to 20 working days [34][14].
Further Escalation and Legal Options
What if you've followed the standard complaint procedures with DEWA or your telecom provider, and even escalated to the regulator (RSB or TDRA), but you're still not satisfied? There are further avenues, though they become more formal. If your issue is with DEWA and contacting them directly hasn't worked, the next official step is escalating to the Regulatory and Supervisory Bureau (RSB) [12][4]. Remember, you must demonstrate you've already tried to resolve it with DEWA first [4]. For broader consumer issues that might fall under unfair trade practices rather than core service delivery problems, you can contact the Dubai Department of Economy and Tourism (DET) Consumer Protection division via their website (consumerrights.ae) or hotline (600 54 55 55) 
[38]
[25][40]. However, be aware they have limitations on handling specific utility sector complaints 
[31].
In complex situations, particularly those involving significant financial disputes or potential legal breaches, seeking professional legal assistance might be necessary 
[19]. Lawyers specializing in utility disputes can help navigate regulations, negotiate settlements, or represent you in formal proceedings [19]. For unresolved financial claims against government entities like DEWA, there's a specific process outlined in Law No. (3) of 1996, involving the Government of Dubai Legal Affairs Department before potentially going to court [24]. If your utility issue is tied to a rental property dispute, the Rental Dispute Settlement Centre (RDSC) might be relevant 
[43]
[27]
[28]. Lastly, non-profit organizations like the Emirates Society for Consumer Protection also offer support and guidance for consumers facing issues [22].
Quick Tips for Smoother Utility Management
A little proactivity can go a long way in preventing utility headaches. Make it a habit to regularly monitor your electricity, water, and telecom usage using the apps provided by DEWA (Smart Living), e&, and du [8][10][17][29][44]. Take a few minutes to understand the terms of your contracts and the tariffs you're being charged – knowledge is power! [9][22]. Always keep copies of your bills and any important communications with your providers; this documentation is invaluable if a dispute arises [12][15]. Finally, ensure the internal electrical wiring and plumbing in your home or business meet safety standards – faulty internal systems can cause unexpected usage spikes or safety hazards [4]
[18][31].
Knowing your rights and the correct procedures empowers you as a consumer in Dubai. Whether dealing with DEWA, e&, or du, don't hesitate to use the official channels outlined here if you encounter problems. Remember, regulatory bodies like the RSB and TDRA exist specifically to ensure fair treatment and help resolve disputes when direct communication fails [4][34][46][45]. Stay informed, keep records, and approach any issues calmly and methodically.
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