DEWA launches eComplain portal

Complaints to be addressed within three working days

Saeed Mohammed Al Tayer, MD & CEO of DEWA
Saeed Mohammed Al Tayer, MD & CEO of DEWA

Dubai Electricity and Water Authority ( DEWA ) has launched a unified eComplain portal ( that serves as a one-stop online channel for customers to submit their complaints and queries effortlessly and conveniently, as part of its 'Hadhreen - At Your Service' initiative.

Under Hadhreen, customers have the convenient option of being able to select e-Services, mobile services, GreenBill, pay bills through 17 different channels, or address any complaints and suggestions.

"Through the new simplified procedure, customers now have smart channels to make complaints and queries, if any, which will improve our performance and efficiency in delivering the best possible satisfaction for our customers. At DEWA , we are committed to delivering exceptional service to our customers and in solving their complaints, queries and suggestions promptly. Through the eComplain portal, we can also achieve our goals to reduce paper usage, save customers time, and ensure the seamless and fast operation of an Integrated Management System. This will enable us to resolve immediately all complaints from customers, and especially urgent cases, in which the reconnection of electricity and water services is required. Regarding the customers' complaints that require coordination and time with other entities, we are committed to solving them within a maximum of three working days from the date we receive them," Saeed Mohammed Al Tayer, MD & CEO of DEWA, said.

With the introduction of the eComplain portal, customers no longer have to use forms to fill up their suggestions or use drop boxes or other channels. They can conveniently log on to the site from their home or office and register their complaints.

"The eComplain portal has been conceived and developed to ensure that our customers have a dedicated platform to voice their opinion or concerns, which will enable us to improve our services. The feedback from our customers enables us to simplify and streamline our procedures to ensure that we deliver the best services in line with the vision of Dubai Government to promote excellence in government services," said Abdullah Al Hajri, Executive Vice President of Customer Service at DEWA .

"The new customer-oriented initiative is developed based on global benchmarks and best practices to ensure that complaints can be lodged swiftly, enabling DEWA to address them efficiently. It will also contribute to reduced paper use, in line with our commitment to sustainability, and save our customers and our service executives both time and effort," said Amal Al Suwaidi, Vice President of Customer Relations at DEWA .

Certified to ISO10002:2004 for Quality Management, DEWA has established Key Performance Indicators to ensure that the eComplain portal functions seamlessly. After logging onto the site and lodging their complaint, customers will receive an acknowledgement receipt. DEWA will contact the customer if any further information is required, and take all necessary measures to guarantee the confidentiality of the complaints as well as related documents.

If the customers' suggestion concerns any other government body, DEWA will forward it to the relevant organisation, highlighting DEWA 's focus on promoting closer cooperation with government departments to promote a culture of all-round excellence. DEWA is committed to solving all customers' complaints within a maximum of three working days from the date it receive them.

DEWA is rolling out an integrated communications campaign to promote the eComplain portal.


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