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 Sewerage Services Company (ADSSC).

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 ADSSC 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

ADSSC
Telephone: 800 23772
Email: customerserviceauh@adssc.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).

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

  

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 Sewerage Services Company (ADSSC).

ADDC, AADC and ADSSC 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 monthly 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

ADSSC
Telephone: 800 23772
Email: customerserviceauh@adssc.ae

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 recognises 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 companies website (www.addc.aewww.aadc.ae).

Customer Complaint

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