Independent Complaint Review – Appeal Process
At the Department of Energy (DoE), we are committed to ensuring fair treatment and high-quality service for all utility consumers across the Emirate of Abu Dhabi.
If you have raised a complaint with your electricity, water, wastewater, or district cooling service provider and are not satisfied with the outcome, you have the right to escalate the matter to the Department of Energy for an independent complaint review, in accordance with the approved Consumer Protection process.
Step 1: Raise Your Complaint with the Service Provider
Before escalating your complaint to the Department of Energy, you must first submit it directly to your service provider. The service provider will register your complaint and provide you with a reference number / Case ID, which is mandatory for escalation.
Service providers include:
• TAQA Distribution (Electricity & Water)
• TAQA Water Solutions (Wastewater)
• District Cooling Service Providers
Step 2: Escalate Your Complaint to the Department of Energy
If you are not satisfied with the final response received from your service provider, you may escalate your complaint to the Department of Energy for an independent review.
Important:
All escalations to the Department of Energy must be submitted exclusively through TAMM, either:
• Via the TAMM digital platform, or
• Through the Abu Dhabi Government Contact Centre (TAMM)
The Department of Energy does not accept complaint escalations through direct email, phone calls, or internal contact channels.
What You Will Need to Submit
To enable effective review of your case, please ensure the following information and documents are available when submitting your request through TAMM:
• Account ID with the service provider
• Complaint reference number / Case ID issued by the service provider
• Description of the issue and reason for escalation
• Supporting documents or correspondence (if applicable)
• Copy of Emirates ID (for individual customers)
• Copy of disputed bill(s), if applicable
• Valid commercial license (for commercial customers)
• Authorization letter or power of attorney (if submitting on behalf of another party)
How to Submit Your Appeal
You may submit your escalation request through TAMM, the Abu Dhabi Government’s unified services platform:
• Submit your complaint or appeal via TAMM:
https://www.tamm.abudhabi
• Abu Dhabi Government Contact Centre (TAMM):
800 555
Once submitted, your request will be reviewed by the Department of Energy, and you will be notified of any updates through the TAMM platform.