Independent Complaint Review Service- Appeal Cases
Consumer Protection at the Department of Energy provides an independent complaint review service for people who are not satisfied with the service they have received from either (i) their water and electricity supplier or (ii) Abu Dhabi Sustainable Water Solutions Company (ADSWS).
Complaints about service from your water and electricity supplier
Your first course of action is to raise your complaint with your service provider through their available channels. ADDC, AADC and ADSWS should acknowledge the receipt of your complaint and provide you with a reference number and/or Case ID. The companies will ensure that all possible efforts are made to deal with customer complaints promptly, effectively and objectively.
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
In instances where the customer is not satisfied by the complaint resolution provided by the service providers, then the customer has the right to escalate the matter to Department of Energy and log an appeal case accordingly.
Complaint Registration
Please ensure that you have provided as much information/documents as possible relating to your case, including:
- Customer account number.
- Your registered complaint ID with your water and electricity supplier service provider.
- Copies of any documents you think are relevant to your case.
- Customer valid emirates ID copy.
- Disputed bill/s copy.
- Written authorisation or power of attorney letter (for commercial/ Industrial customers only).
- Valid commercial license (for Commercial customer category).
Available Channels
We adopt the culture of customer service excellence that ensures all complaints are handled in line with the best practices implemented in this field. Please feel free to register your complaint by filling the below form or you can drop an email to our Consumer Protection team: customercare@doe.gov.ae