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 companies in Abu Dhabi:
- TAQA Distribution
- TAQA Water Solutions
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).
TAQA Distribution
The Department of Energy licenses and regulates TAQA Distribution (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 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 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.
TAQA Distribution 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 TAQA Distribution 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 TAQA Distribution under the above customer-focused license obligations. For further information on the full range of customer services offered by TAQA Distribution, please contact them directly.
TAQA Distribution:
Phone: 800 2332
Email: contactcentre@taqadistribution.com
Website: taqadistribution.com
TAQA Water Solutions
TAQA Water Solutions is the sole entity behind all wastewater collection, treatment, and reuse in the Emirate.
The Department of Energy licenses and regulates TAQA Water Solutions (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 TAQA Water Solutions 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 TAQA Water Solutions under the above customer-focused license obligations.
For further information on the full range of customer services offered by TAQA Water Solutions, please contact directly.
TAQA Water Solutions:
Phone: 800 555
Email: care@taqa-ws.com
Website: www.taqa-ws.com
Monitoring customer service standards
The Department of Energy monitors the standard and quality of customer services provided by TAQA Distribution & TAQA Water Solutions.
TAQA Distribution & TAQA Water Solutions 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:
TAQA Distribution:
Phone: 800 2332
Email: contactcentre@taqadistribution.com
Website: taqadistribution.com
TAQA Water Solutions:
Phone: 800 555
Email: care@taqa-ws.com
Website: www.taqa-ws.com
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:
- Please fill the complaint registration e-form in here, or send it to customercare@doe.gov.ae
- Abu Dhabi Government Services website – TAMM
- Telephone number: +971 2 2070 777
- Unified call center 800 555
- P.O. Box: 32800
- Meet our Consumer Protection Team (Office)
We will look carefully into your complaint and reply back within (20) working days.