DEWA billing processes meet international standards


Dubai Electricity and Water (DEWA) has received accreditation for its billing services and processes by verification firm SGS Gulf.

The accreditation follows SGS Gulf reviewing the utility’s billing documentation, policies and procedures.

Services and processes reviewed include customer data management, meter readings, disputes, complaints and inquiry communications on billing, bill content and design, bill processing and delivery, bill payment methods and processing, as well as compliance and continuous improvement.

Receiving the ISO 14452:2012 standard accreditation falls under efforts by DEWA to adopt the highest international standards and best practices, to become a sustainable innovative world-class utility.

HE Saeed Mohammed Al Tayer, CEO of DEWA, said:  “DEWA launched several initiatives and leading services to improve billing procedures and services. It launched the Green Bill Initiative in 2012, announcing the suspension of paper bills and redesigned the green bill in line with the highest international standards in 2015.”

The project was part of efforts to support the Smart Dubai Initiative, which aims to make Dubai the smartest and happiest city in the world through improving customer services, enhancing environmental sustainability and reducing carbon emissions.

The Green Bill alerts consumers of their electricity and water consumption and carbon footprint index aiming to boost water and energy efficiency efforts.

The utility has also launched the Sustainable Living programme that provides a clear picture for DEWA customers on their performance in electricity and water conservation.

Under the services, DEWA sends consumers an assessment of their performance in rationalising consumption compared to the average of similar homes in their neighbourhood.

The assessment also includes tips on how consumers can improve their efficiency.

The One Step initiative launched by DEWA last year facilitates and accelerates the processes relating to the activation, or deactivation of electricity and water services. It also provides smart options to pay bills.

The initiative improved the utility’s bill accuracy to reach 99.96%, which is one of the best results worldwide.