If you reside in an apartment or villa that receives utility services from a district cooling company, you have the option to address any consumer complaints or concerns through the Dubai Supreme Council of Energy (DSCE).
The DSCE serves as the governing body responsible for regulating district cooling policies in Dubai. It also collaborates with relevant authorities to plan and coordinate the implementation of new energy sources, all while maintaining a balanced approach towards environmental preservation.
To facilitate this process, the DSCE has established a user-friendly website, dubaisce.gov.ae, where consumers can voice their complaints regarding the services provided by district cooling companies. However, it is important to note that the website advises customers to utilize this service only after attempting to resolve the issue directly with their service provider.
By utilizing the DSCE platform, residents can ensure that their concerns are heard and addressed, contributing to the overall improvement of district cooling services in Dubai.
“If you have not tried to resolve the issue directly with your service provider, your complaint may not be processed,” the website states.
How to raise a complaint?
If you have already lodged a complaint with your district cooling service provider but have been unable to find a resolution, you can escalate the matter to DSCE by following these steps:
To submit a complaint to the Dubai Smart City Office, please follow these steps:
- Visit the official website at https://dubaisce.gov.ae/en/contact-us/.
2. Locate the option labeled ‘For DC complaints: Click here’ and click on it. This will redirect you to a complaint form.
3. Click on the button that says ‘Start now’ to begin filling out the form.
4. Provide the following information:
– First name
– Last name
– Contact email
– Contact phone number
– Select the company you wish to file the complaint against from a dropdown menu.
– Account number
– Building name
– Apartment number
– Choose the complaint type from a dropdown menu, options include ‘billing’, ‘deposit’, and ‘disconnection’.
5. Proceed to enter the specific details of your complaint. It is important to include relevant billing information or any other supporting evidence.
6. Once you have completed the form, click on the ‘Submit’ button to finalize your complaint.
By following these steps, you will be able to submit your complaint effectively and efficiently.
How long does it take to resolve the complaint?
According to the website, after submitting your complaint, the dedicated complaints team will conduct a thorough investigation and promptly reach out to you for any additional information or updates. The website advises you to anticipate a two-week period for the assessment of your complaint and emphasizes the importance of regularly checking your email for messages from DCComplaints@RSBDubai.gov.ae.