The Dubai Electricity & Water Authority (DEWA) has been delivering seamless services to customers since its establishment in 1992. Over the years, DEWA has implemented cutting-edge and technologically advanced solutions to address the growing challenges in the industry. As part of its commitment to enhancing customer experience, DEWA has introduced the Smart Response Program. This innovative system allows citizens to easily register and track technical incidents related to electricity and water.
Now, let’s delve deeper into the Smart Response program by DEWA and explore its features and benefits in more detail.
DEWA Smart Response Program
DEWA Smart Response offers a convenient platform for citizens to register their complaints. This program is designed to cater to all DEWA customers, with a special focus on senior citizens, individuals requiring life support, and people with disabilities. RTA, Dubai Police, Etisalat, Dubai Municipality, and Civil Defense are the key service partners collaborating with DEWA in this initiative.
Below are the comprehensive details regarding the Smart Response program.
How to use DEWA Smart Response?
To access DEWA Smart Response, you have two convenient options: calling or visiting the official website.
If you choose to contact DEWA via phone, simply dial 991 to reach the Customer Care Centre. Provide detailed information about your issue to the agent, who will then register your complaint. The technical team will investigate the matter and take appropriate action. Once the problem is resolved, the notification will be closed.
Alternatively, you can visit the DEWA website and navigate to the ‘Smart Response’ section. There, you will be greeted by Rammas, DEWA’s virtual assistant, who will ask you some basic questions. Answer these questions and register your complaint. The technical team will work to resolve the issue and close the notification. You can also use the system to track the status of previous complaints.
In addition to complaint registration, DEWA offers a variety of other services. For a complete list of DEWA services in Dubai, please refer to the official website.
Service Requirements
To utilize DEWA’s Smart Response service, customers must meet the following requirements:
– Have a customer account on the DEWA portal or mobile app
– Be able to clearly explain the location of the incident
– Know the type of service or incident that has occurred
By meeting these requirements, customers can ensure a prompt and efficient response from DEWA’s Smart Response team.
Smart Response Service Fee
Service charges will be applied to citizens based on the damages that require repair. Below are some common types of repairs and the corresponding fees charged by DEWA.
It is important to note that these charges specifically apply to electricity repairs. In the event of damage to water lines, the responsible party will be required to cover the full cost of repairs.
| S.No | Service Name | Rate (AED) |
| 1 | Replacement of single cut-out | 165 |
| 2 | Replacement of blown fuse cut-out | 130 |
| 3 | Replacement of LV fuse at the substation | 150 |
| 4 | Replacement of LV fuse at mini-feeder pillar | 145 |
| 5 | Replacement of distribution board rewireable fuse | 130 |
| 6 | Replacement of single-phase energy metre (All Ratings) | 260 |
| 7 | Replacement of three-phase energy metre (<30-90A) | 330 |
| 8 | Replacement of three-phase energy meter (>30-90A) | 435 |
| 9 | Meter replacement of IMS Ele.;10-90A,1Ph,2W | 765 |
| 10 | Meter replacement of IMS Ele.;20-120A,3Ph,4W | 1190 |
| 11 | Meter replacement of IMS Ele.; 5A,LV-CT4W | 1365 |
| 12 | Current Transformer replacement | 520 |
| 13 | Current Transformer Kilowatt Hour metre replacement | 480 |
| 14 | Tripped breaker resetting | 130 |
| 15 | Load wire repairing | 130 |
| 16 | Substation opening and closing on customer’s demand | 95 |
| 17 | DEWA Supply on-customer request inspection | 135 |
| 18 | Supply disconnection on customer request | 95 |
| 19 | Restoring connections after competition of private work | 95 |
Smart Response Service Delivery Time
The Smart Response service delivery time is dependent on the type of issue reported. Minor notifications related to electricity are typically resolved within 2 hours, while major notifications may take up to 4 hours. For water-related issues, minor notifications are usually addressed within 3 hours, whereas major glitches can take up to 6 hours to resolve.
To minimize the occurrence of these issues, it is recommended to schedule regular maintenance for your home. If you have a busy work schedule, consider seeking assistance from professional home maintenance companies in Dubai and other emirates to avoid any inconvenience.
Also Read: Have you received a suspicious email claiming to be from Dewa? Five ways to check if it’s spam