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, Industrial, 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:

  • Abu Dhabi Distribution Company (ADDC) and Al Ain Distribution Company (AADC) and
  • Abu Dhabi Sustainable Water Solutions Company (ADSWS)

The companies are monitored by the DoE to ensure they comply with their customer service obligations described in Law No (2) of 1998 and Law No (11) of 2018, in accordance with 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 offered by ADDC or AADC, please contact the companies directly.

Al Ain Distribution Company(AADC)
Head Office, P.O. box: 1065, Al Ain
Telephone: 800 9008
Website: www.aadc.ae

Abu Dhabi Distribution Company(ADDC)
Head Office, P.O. box: 219, Abu Dhabi
Telephone: 800 2332
Website: www.addc.ae

Sustainable Water Solutions Company

Abu Dhabi Sustainable Water Solutions Company (ADSWS)  is the sole entity behind all wastewater collection, treatment, and reuse in the Emirate.
ADSWS was formerly known as Abu Dhabi Sewerage Services Company (ADSSC), which was established in June 2005 went and through a rebranding in 2023, becoming SWS. The Department of Energy licenses and regulates ADSWS (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 products (including recycled water).

The Department of Energy monitors the performance of ADSWS to ensure it complies with a range of obligations under Law No (2) of 1998, Law (11) of 2018, 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 ADSWS under the above customer-focused license obligations.

For further information on the full range of customer services offered by ADSWS, please contact ADSWS directly.

Abu Dhabi Sustainable Water Solutions Company (ADSWS)
Head Office, P.O. box: 108801, Abu Dhabi
Telephone: 800 555
Website: www.sws.ae

Monitoring customer service standards

The Department of Energy monitors the standard and quality of customer services provided by the two electricity and water distribution and supply companies in Abu Dhabi Emirate - Abu Dhabi Distribution Company (ADDC) and Al Ain Distribution Company (AADC), and Abu Dhabi Sustainable Water Solutions Company (ADSWS).

ADDC, AADC and ADSWS are required (under one of their customer-focused license obligations) to set out these guaranteed customer service standards in a written Code of Practice and ensure that Code is made freely available to all their customers. The Department of Energy approves this Code.

If the companies fail to meet any of the guaranteed customer service standards set out in the Code, they are required to pay to their customers varying amounts of monetary compensation (ranging from AED 50 to 1,000) by way of a financial penalty.

The companies must report quarterly to the Department of Energy on their performance under each guaranteed service standard.

For any further questions about these guaranteed customers service standards please contact the relevant service provider:

ADDC
Telephone: 800 2332
Email: contactcentre@addc.ae

AADC
Telephone: 800 9008
Website: https://www.aadc.ae/en/contactus.aspx

ADSWS
Telephone: 800 555
Email: care@sws.ae

Customer Service Charter for Complaint Management

The Department of Energy continuously seeks to enhance customer experiences by establishing and applying a proactive and interactive approach to providing and managing services through previewing the services provided to you. This is to ensure their compliance with the highest standards and meet expectations in the best possible manner.

In case you are not satisfied with our services, you can submit your complaint via the following means:

We will look carefully into your complaint and reply back within (20) working days.

 

Disconnection Code

Under its License, the Distribution Companies are required to prepare a Code of Practice for Disconnection for non-payment of bills which sets out the policy and procedures for disconnecting water and electricity supplied to non-paying Customers.

(a) The Code has been prepared to meet the requirements of the License and has been expanded to cover the other most common reasons for disconnection of water and electricity by both companies.

(b) DoE recognizes that disconnection may cause inconvenience and disruption to Customers. For that reason, this Code sets out the practices to be followed to ensure that any reason for disconnection of water or electricity or both is valid and soundly based and the process is fair, open and transparent.

For more details about the Disconnection Code please refer to the company’s website (www.addc.ae, www.aadc.ae).

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