How Are High DEWA Bill Resolution Handled?

How do you complain about high DEWA bill resolution consumption

It might be difficult to deal with a large energy bill from the Dubai Electricity and Water Authority (DEWA). This blog will explain how a high DEWA bill resolution can be anticipated and guide you in resolving the issue. We’ll discuss frequent causes of high bills, such as weather variations, leaks, and outdated equipment that uses excessive water or power. Additionally, we’ll guide you through filing a complaint with DEWA if you believe something is amiss, including what documentation you need, how to file your complaint effectively, and how to speak with DEWA to resolve your problem. The main goal for us through this blog is to provide you with a greater sense of control over your utility bills and empower you to handle high costs with assurance.

Recognising the High DEWA Bill Resolution Issue

Recognising the High DEWA Bill Resolution Issue

It is important first to understand the problem for which you will complain. Identifying the problem in advance will give clarity to the problem, so you can easily make a fluent and effortless complaint. Below are some of the problems that you may identify to start your complaint application:

  • Variations with Seasons

Seasonal fluctuations are the variations in electricity and water consumption patterns at different times of the year. These variations are typically impacted by meteorological factors. For example, during the summer, electricity consumption may increase significantly. This is because of the increased use of air conditioners. Similarly, water usage might rise for agriculture practices and garden irrigation in hot weather. These fluctuations are always normal and expected. Also, these reflect changes in household or business activities depending on the season.

  • Weak Appliances and Leaks

Leaks in water systems, such as pipes, faucets, or toilets, can lead to unintended high water or electricity consumption. Faulty appliances such as water heaters, dishwashers, or refrigeration units can be a reason for the same. Even small leaks can result in significant waste over time and contribute to unexpectedly high electricity and water bills. Faulty appliances may consume more power due to malfunctions and overall increase electricity usage without any obvious notice to the user.

  • Inaccurate Metre Readings

Incorrect metre readings generally occur when the actual consumption of electricity or water is recorded inaccurately. It can be a human error while taking manual readings or malfunctioning digital metering equipment can be the reason. The billing based on this incorrect data may lead to overcharging utility bills. Ensure your metre readings are accurate and reflect actual electricity and water usage.

  • Billing Mistakes

Billing errors can occur due to inaccurate calculations or recorded charges on utility bills. These billing errors can result from incorrect metre readings, wrong tariff applications, customer account information errors, or system glitches. Such errors can lead to incorrect billing amounts compared to actual consumption. Identifying and correcting billing errors is important to ensure a fair charge on consumers’ utility bills.

Things to Consider Before Complaining

Complaining About High DEWA Bill Consumption

You should be prepared for several things before complaining about DEWA’s high consumption. These considerations are mentioned below:

  • Examine Your Bill

You can start by thoroughly reviewing your current DEWA bill compared to previous bills. Look for any significant changes you can find in consumption charges. DEWA bills always include detailed information about your electricity and water usage. This allows you to see if there is any increase in the waterside, electricity side, or both in some cases. Understanding your billing details can help you identify if the high consumption is regular over time or if there is a sudden spike in usage.

  • Track Your Usage

Monitor your daily or weekly consumption to identify any changes in patterns. You might discover specific activities that lead to higher usage. Customers may measure their usage more carefully with the help of applications or online tools that DEWA frequently offers. By doing this step, you may gain a better understanding of your usage patterns and spot any irregularities that could be the cause of your high costs.

  • Verify for Leaks

Unexpectedly large water bills are frequently the result of leaks in the water system. Check your water system for leaks by looking for places that appear unusually damp in your lawn or gardens, noises coming from the pipes, or wet spots. Inspect concealed spaces and equipment, such as dishwashers, toilets, and water heaters. Over a month, even a tiny trickle can waste a large quantity of water.

  • Check Your Appliances

The efficiency of your electrical equipment may greatly impact your power usage. Appliances that are broken or outdated may use more power than you think. Examine the age and state of your key appliances, such as your refrigerators, dryers, washing machines, and air conditioners. Take a look at who has been working more often or ineffectively. Lower your power usage by replacing old appliances with more energy-efficient ones or by fixing broken ones.

Ways to File a Complaint Regarding High DEWA Bill Resolution

When filing a complaint with the Dubai Electricity and Water Authority (DEWA) over excessive use, you should follow a methodical procedure to handle your issues properly. The detailed steps are as follows:

Compile Proof

Before making a complaint, compile all relevant information and documentation supporting your high-consumption claim. This includes:

  • Current and past bills: Collect recent bills showing high consumption and compare them with previous periods to illustrate the discrepancy.
  • Metre readings: Track your current metre reading and track it over a few days or weeks to document your usage pattern.
  • Photographs of leaks or faulty appliances: If applicable, take photos of any leaks or appliances that you suspect are causing the high consumption.
  • Records of any recent changes: Document any recent changes in your household that could affect consumption, such as new appliances, but which you believe do not justify the extent of the increase.

Choose Your Channel

DEWA offers multiple channels through which complaints can be lodged, including:

  • Customer service hotline: DEWA has a dedicated hotline for customer service inquiries and complaints.
  • Email: You can email DEWA’s customer service with all the relevant details and attachments.
  • Customer service centres: Visiting a DEWA customer service centre allows you to speak directly with a representative.
  • Online portal or app: DEWA provides an online platform and a mobile app where complaints can be submitted.

Give Specifics

When filing your complaint, be as detailed and clear as possible, including:

  • Account information: Your customer account number and any other relevant identification.
  • Summary of the issue: Concisely explain why you believe your consumption is inaccurately high.
  • Evidence: Attach or reference the evidence you have gathered to support your claim.

Make a Verification of Consumption Request

As part of your complaint, you can request a consumption verification. This involves asking DEWA to:

  • Check your metre: Ensuring the metre is functioning correctly and accurately records consumption.
  • Inspect for leaks: In cases of water consumption issues, DEWA can help identify or confirm leaks within your property’s boundary.
  • Review consumption patterns: Request an analysis of your consumption pattern to identify any anomalies.

Continue to Communicate Frequently with DEWA

After lodging your complaint, keep in touch with DEWA to track the progress of your case. This includes:

  • Following up: Regularly contact DEWA for updates on the status of your complaint.
  • Providing additional information: If requested, provide any further details or clarification to assist in their investigation.
  • Responding promptly: Be responsive to any communication from DEWA, as this can expedite the high DEWA Bill resolution of your complaint.

Other Tips for Success

When dealing with a complaint about high consumption with Dubai Electricity and Water Authority (DEWA) or any service provider, how you communicate and manage the process can significantly impact the outcome. Here are some additional tips to consider: 

  • Show Professionalism and Be Polite

Maintaining polite and professional behaviour throughout your interactions with DEWA is crucial. Respectful communication can foster a more cooperative and positive response from the service provider. Remember, the individuals handling your complaint are more likely to go the extra mile for someone who treats them with respect and understanding.

  • Keep It Simple and Direct

Clarity and conciseness are key when explaining your concern or providing details about your high consumption complaint. Clearly state the issue, back it up with specific data or evidence, and articulate your expectations for resolution. Avoid overloading your communication with details that could detract from the main points. This helps ensure that your message is understood and taken seriously.

  • Maintain Documents

Document every interaction with DEWA related to your complaint, including phone calls, emails, visits to customer service centres, and any actions DEWA took. Note dates, times, the names of the representatives you spoke with, and the gist of the conversation. This record-keeping can be invaluable if there are disputes about how your complaint was handled or if you need to escalate the issue. It also helps you track the progress of your complaint and any commitments made by DEWA.

  • Request Assistance from Outside (Optional)

If your complaint is not being addressed satisfactorily, consider seeking external help. This could involve:

    • Consumer protection agencies: In Dubai, various governmental bodies protect consumer rights. They can offer advice on how to proceed or intervene on your behalf.
    • Legal advice: Consulting a legal professional might be an option for significant disputes or if you believe your consumer rights are being violated. Given the potential costs and time involved, this step should be considered a last resort.
    • Community forums or social media: Sometimes, sharing your experience in community forums or on social media can provide additional tips from others who have faced similar issues.

Conflict Resolution Through Alternatives

Alternative Dispute Resolution (ADR) refers to the processes and techniques used to resolve disputes without the need for litigation, offering a simpler, quicker, and often less expensive way to settle disagreements, including those related to high consumption complaints with utilities like the Dubai Electricity and Water Authority (DEWA).

  • Department of Consumer Protection

The Consumer Protection Department within the Dubai Economy (formerly known as the Department of Economic Development) plays a crucial role in safeguarding consumer rights, including issues related to utility services. Here’s how it relates to ADR:

    • Complaint Filing: Consumers can file a complaint against DEWA if they believe their high consumption issue has not been satisfactorily resolved. The Consumer Protection Department offers several channels through which this can be accomplished.
    • Mediation and Resolution: The department typically acts as a mediator between the consumer and DEWA. They review the complaint, communicate with both parties and aim to reach a fair resolution. This process is designed to be quicker and more cost-effective than going through courts.
    • Guidance: Besides resolving disputes, the Consumer Protection Department also guides consumers on their rights and responsibilities, helping them navigate disputes more effectively.
  • Dubai Courts

Dubai Courts may become involved in utility disputes if the issue cannot be resolved through direct communication with DEWA or mediation via the Consumer Protection Department. Here’s how Dubai Courts fit into ADR:

    • Litigation Alternative: Resorting to Dubai courts is generally considered a last resort after all other ADR methods have been exhausted. The courts can adjudicate disputes that cannot be settled through mediation.
    • Legal Framework: Dubai courts operate under a comprehensive legal framework that ensures fairness and justice. They can enforce resolutions, award damages, or order specific actions to be taken by DEWA if they find in favour of the consumer.
    • Time and Cost: While Dubai courts can provide a definitive resolution to disputes, the process may involve more time and expense than mediation or other forms of ADR. Consumers need to weigh these factors before proceeding with litigation.


High utility bill management requires a balanced approach and caution. Having a proper understanding and effective communication when managing utility bills with DEWA is essential. When your DEWA bill is higher than usual, it’s important to stay calm and tackle the issue step by step. Don’t hesitate to contact DEWA if something still doesn’t seem right. Remember, it’s all about explaining your problem clearly, providing any proof you have, and staying in touch with DEWA until everything is sorted out. This way, you can not only fix your current bill problem but also avoid similar issues in the future!

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Frequently Asked Questions

What information do I need to provide?

You need to provide your DEWA account number and personal details for identification.

How can I contact DEWA?

You can contact DEWA through their customer service hotline, website, or visit their customer care centers.

Can I request consumption verification?

Yes, you can request a consumption verification through DEWA’s customer service.

What Time Is High Consumption in DEWA?

High consumption generally occurs during peak hours, generally in the afternoon and early evening.

Why Is My DEWA Bill So High?

Your DEWA bill can be high due to increased consumption, water leakage, or changes in tariffs.

How Can I Reduce My DEWA Bill?

You can reduce your DEWA bill by conserving water and electricity, using energy-efficient appliances, and monitoring your consumption.

Does DEWA send reminders before cutting off services for missed payments?

Yes, DEWA sends reminders before cutting off services for missed payments, offering a grace period to settle dues.

What if DEWA doesn't resolve my complaint?

If DEWA doesn't resolve your complaint, you can escalate the issue through their official complaint resolution channels. You can also contact the Dubai Electricity and Water Authority Regulatory Affairs.

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