Frequently Asked Questions about DEWA

• Account Registration and Activation
• Fees, Deposits and Payments
• Account Management and Transfers
• Consumption, Billing and Verification
• Service Disconnection and Reconnection
• Customer Support and Additional Services

Planning to leave Dubai? Whether you’re relocating to another emirate or moving abroad, sorting out your water and electricity is a must. The Dubai Electricity and Water Authority (DEWA) makes this process simple, handling everything from activating a new connection to cancelling your existing one. But what exactly is DEWA? How can you check your DEWA bill? And what does a One-Step Move-In involve? Here’s a detailed list of FAQs about DEWA.

FAQs About DEWA – Account Registration and Activation

The most asked queries related to DEWA are about account registration and activation. Let’s tackle some of these questions!

What is DEWA?

Dubai Electricity and Water Authority, commonly known as DEWA, is the sole provider of electricity and water services in Dubai. Whether setting up a new connection or managing existing accounts, DEWA offers a wide range of services to residents, tenants, property owners and businesses.

What documents are required to register a new DEWA account for tenants and property owners?

• Tenants: A valid Ejari tenancy contract, Emirates ID (front and back), a copy of your passport with the residence visa page and the DEWA premises number.

• Property owners: Title deed, Emirates ID, passport copy and the DEWA premises number.

Please note that an Ejari registration is mandatory for tenants before applying for a DEWA account.

What is DEWA One Step Move-in and how does it work?

DEWA has streamlined the move-in activation process, called One Step Move-in. Once the Ejari contract is registered, DEWA automatically creates the account and sends an SMS and email with instructions to pay the security deposit online. No further documents are required and services are typically activated within approximately 15 hours.

What if I do not receive the One Step Move-in notification? Are there alternatives to activate my DEWA account?

If the notification is not received, you may activate your account either online by downloading the application form from DEWA’s official website, submitting it electronically with the security deposit payment, or offline by visiting any DEWA service centre to complete the process in person.

What documents are needed for a personal DEWA connection?

You will need a completed application form, a copy of the signed tenancy contract, passport copies of the tenant and landlord with valid visa pages, proof of ownership (for owners) and an authorisation letter if the applicant is absent.

Frequently Asked Questions about DEWA Fees, Deposits and Payments

Have questions related to DEWA deposits and payments? Here are the answers to some of the most FAQs about DEWA fees.

What are the DEWA security deposit and activation fees?

• The security deposit is AED 2,000 for apartments and AED 4,000 for villas (refundable upon service closure).
• The activation fee is AED 130.
• Connection fees vary by metre size: AED 100 for small metres and AED 300 for large metres (for both electricity and water).
• Additional charges include registration, knowledge and innovation fees of AED 10 each.
• Thukher and Sanad cardholders benefit from a 50% discount on these fees.

How and when is the DEWA security deposit refunded?

Once all outstanding dues are settled, customers can apply for a refund online and choose either Western Union payout or bank transfer. Refund processing typically takes 3 to 6 working days.

What is the DEWA Housing Fee and how is it calculated?

Known as the municipality fee, it is charged annually and amounts to 5% of the annual rent for tenants or 5% of the rental value according to the RERA rental index for owners.

What payment methods are available for DEWA bills?

Bills can be paid online through the DEWA website or smart app using Easy Pay or Direct Bill Payment options. Various payment methods are accepted, including credit/debit cards and bank transfers. It is also possible to pay bills on behalf of others if you have their account number.

What happens if I delay paying my DEWA bill?

DEWA sends three reminders after the bill’s due date. If payment is not made within 14 days, services may be disconnected. Service reconnection occurs within four hours following payment.

Account Management and Transfers

Here are the answers to some of the most FAQs about Dubai Electricity and Water Authority (DEWA) regarding account management and transfers:

Is it possible to activate or disconnect DEWA services online? What is the usual processing time?

Yes, activation and disconnection services can be accessed online via DEWA’s website or smart app, with processing times normally ranging from 15 to 24 hours after the request and payment.

How do I transfer my DEWA account when moving within Dubai and what are the fees involved?

You must submit an online Move-to request providing your Ejari number, premise numbers for old and new residences and dates of move-in and move-out. Applicable activation fees and security deposits for the new premises apply. Transfers are typically processed within 15 hours.

Who is responsible for the unpaid DEWA bills from previous tenants?

Any outstanding DEWA bills from previous tenants are the responsibility of the landlord, not the incoming tenant.

How can expatriates and international investors manage their DEWA accounts remotely?

DEWA’s online platform and mobile app facilitate remote account set-up, activation, disconnection and bill payment for international clients without the need to visit DEWA offices.

Consumption, Billing and Verification

How does DEWA calculate electricity and water consumption charges?

DEWA uses a slab tariff system whereby rates rise with higher consumption levels. Fuel surcharges and VAT are also added. Starting from March 2025, DEWA standardises water consumption measurement in cubic metres.

For more information, take a look at the breakdown of the DEWA bill.

Why are DEWA bills higher during the summer months?

During warmer months, increased use of air conditioning and electrical appliances leads to higher electricity and water consumption, resulting in elevated bills.

How can customers request verification if they suspect inaccuracies in their DEWA bill?

Customers can submit a consumption verification request via DEWA’s customer service channels on the website or mobile app.

How to pay the DEWA bill?

Here’s how you can pay DEWA bills in Dubai:

• DEWA Smart App: Available on iOS and Android, the app lets you view, manage and pay your bills anytime. It also supports Apple Pay and Samsung Pay.

• Online Banking and ATMs: Most UAE banks support DEWA payments. You can pay through mobile banking, internet banking, ATMs or even set up recurring auto-payments.

• Exchange Houses and Partner Outlets: Payments can be made at Al Ansari Exchange, ENOC and EPPCO petrol stations and Emirates Post branches across Dubai.

• Auto-Payment: Set up a recurring payment through your bank or credit card to avoid missing due dates.

• Customer Happiness Centres and Kiosks: If you prefer paying in person, DEWA has self-service kiosks and centres across the city for quick transactions.

What DEWA services can I pay for using EasyPay?

Customers can use these services using EasyPay:

• EV Green Charge Bill
• Estimate Payment
• Account Payment (Final Bill, Green Bill, Tayseer and Security Deposit Payment)
• Port Sales Payment
• General Services

Furthermore, rent payment through direct debit in Dubai is also possible if you live in the emirate.

How to download the DEWA bill?

The company sends payees emails as soon as their latest bills are ready. Your email will contain a link to the DEWA website. You can access the link to download your bill.

Can I pay someone else’s DEWA bill?

Yes, you can. You will need the person’s DEWA contract account number to pay their bills via the channels mentioned above.

What are some tips to reduce DEWA bills?

According to the Dubai Electricity and Water Authority, here are some ways customers can reduce their DEWA bills.

• Set your air conditioning thermostat to 24°C or higher.
• Use fans and ensure air conditioners are under 10 years old with regular filter cleaning.
• Block out sunlight using curtains.
• Switch to LED lighting and switch off lights when not needed.
• Operate dishwashers and washing machines only when fully loaded.

Service Disconnection and Reconnection

Does DEWA notify customers about overdue bills before disconnection?

Yes. DEWA sends three reminders before disconnecting services. These are delivered to the customer’s registered email and mobile number.

Why didn’t I receive any reminders before my electricity was disconnected?

Please ensure your contact details with DEWA are up to date. Reminders are only sent to the registered email and mobile number.

How many days do I have to pay my bill before disconnection?

Bills are issued based on your account’s billing cycle, with a 14-day window for payment. To avoid disruption, the bill should be settled before the due date stated.

What is the minimum amount to reconnect service?

You must clear the full outstanding amount, along with a reconnection fee of AED 100, to restore your service.

Once I pay, how long will it take to have my electricity and water reconnected?

In most cases, reconnection is completed within four hours of payment.

For more insight into the connection and disconnection process, check out how to open and move your DEWA account in Dubai. Wondering how you can disconnect your DEWA utility services? MyBayut has a comprehensive guide for the DEWA disconnection process. 

FAQs About DEWA – Customer Support and Additional Services

How can I contact DEWA for inquiries or assistance?

• Call: 04-601-9999 (available 24/7)
• Email: customercare@dewa.gov.ae
• Visit: Any Customer Happiness Centre or use the DEWA Smart App

You can also chat via their AI assistant Rammas, or use Ashir Ash’ir for sign-language support.

Are there special provisions for people of determination regarding DEWA services?

Yes, DEWA offers accessible services and assistance programmes tailored to support people of determination.

Where can I find my DEWA account or premise number?

Your DEWA premise number can be found on your monthly bill, within your online DEWA account, or by contacting DEWA customer service or visiting any DEWA centre.

Is online access available for managing DEWA services?

Yes, customers can manage accounts, pay bills and request services online through DEWA’s official website and mobile app (available on both Android and iOS devices), including the Easy Pay service.

This wraps up our ‘FAQs about DEWA’ guide, which offers practical information and answers to common queries related to DEWA accounts, billing, sustainability and customer service.

Whether you seek general information or specific guidance, these FAQs about Dubai Electricity and Water Authority (DEWA) aim to provide clarity and convenience to residents, tenants, property owners and businesses in Dubai.

You can also invest in DEWA through the Dubai Financial Market. For a step-by-step guide, keep following MyBayut!