Independent Complaint Review – Appeal Process
At the Department of Energy (DoE), we are committed to ensuring fair treatment and quality service for all utility consumers across Abu Dhabi. If you’ve raised a complaint with your water, wastewater, electricity, or cooling service provider and are not satisfied with the resolution, you have the right to escalate the issue to us through our independent complaint review service.
Step 1: Raise Your Complaint with the Service Provider
Before contacting the Department of Energy, please submit your complaint directly to your service provider. They will register your case and provide you with a reference number or Case ID, which is required for further escalation.
Key Service Providers
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
Cooling Service Providers:
Note: Contact details vary. Please refer to your specific provider’s website or customer service center.
Step 2: Not Satisfied? Submit an Appeal to DoE
If you’ve already contacted your service provider and are not satisfied with their final response, you can escalate your case to the Department of Energy for an independent review.
What You’ll Need to Submit
To help us investigate your appeal effectively, please include the following:
- Your customer account number
- Your complaint reference number or Case ID
- Copies of relevant communication or documents
- A copy of your valid Emirates ID
- A copy of the disputed bill(s) (if applicable)
- A power of attorney or authorization letter (for commercial or industrial customers)
- A valid commercial license (for commercial customers)
How to Submit Your Appeal
We aim to handle every appeal with transparency, professionalism, and care. You can submit your appeal through the following channels:
- Online Form – Fill the below form.
- Email: customercare@doe.gov.ae
Our team will review your case and keep you informed throughout the process.