Dubai: Imagine checking your utility bill and discovering you are required to pay higher than the usual amount you spend on water and electricity. If something’s off, you have the right to dispute the bill with the Dubai Electricity and Water Authority (DEWA).Here’s everything you need to know about how to file a complaint with DEWA, and follow due process.What are a tenant’s rights when it comes to wrongful billing?Imran Khan, legal consultant at I K Lawyers, said: “A customer who believes a DEWA bill is unusually high or inaccurate should formally file a complaint and request verification of the meter readings, investigation of abnormal consumption, and a technical inspection if leakage or meter malfunction is suspected. The complaint must be officially registered, and the customer should retain the reference number for follow up or escalation.”He added that DEWA is required to review the complaint and provide an official response, “so ensuring proper registration and documentation is essential”.What can cause an unusually high utility bill?It’s worth noting, however, that there are several reasons your bill could be higher than usual, and not all of them require you to file a complaint. Try to locate the source of the issue, and make sure it is valid, before officially registering a complaint with DEWA.Here are some legitimate reasons why you could have a higher bill, according to DEWA’s website:Higher consumption: DEWA uses a slab tariff system for monthly electricity and water consumption. With slab tariffs, the price increases progressively, with the increase in electricity and water consumption. Aspects like summer heat, direct sun, dirty filters, open balcony doors and low thermostat settings can increase your consumption quickly.Hidden water leak: A leaking toilet, tap, or garden line can raise your water usage, even when your habits have not changed.Change to usage: If you have visitors at home, or are using new appliances, it can impact your electricity and water consumption.Villa garden or pool: If you have a garden or pool on your premises, you may see higher water and electricity bills due to irrigation, pool pumps and outdoor lights.Long billing cycle: Check your bill again – are you looking at a longer billing period? This may cause your amount due to look higher, even if your daily usage has been the same.Previous balance: Previous balance, move-in or move-out charges, and adjustments can raise the total bill.What to do before filing a complaint with DEWAEnsure you are well-informed about your household’s utility consumption patterns, and have the evidence you need, before filing a complaint. Here are some ways you can gather information about your usage before reporting the bill as incorrect, according to DEWA:Compare bill lines: Separate the various components of your bill, such as electricity, water, fuel surcharge, VAT, housing fee, previous balance and adjustments, before narrowing down on one item as the culprit.Check kWh usage: DEWA’s electricity meter records usage in kilowatt-hours, or kWh, which measures the total energy consumed over a period of time. At the end of the billing period, the difference between the previous meter reading and current meter reading becomes the monthly electricity consumption. That kWh usage is then priced through electricity tariff slabs. If your bill is showing an increase in kWh usage, inspect your air conditioner, appliances, and equipment to ensure everything is working as it should be.Check water sources: If your water bill has jumped, inspect toilets, taps, heaters, irrigation lines and pool systems, as hidden leaks can cause your bill to spike immediately.Review meter reading: Check whether your bill uses actual or estimated readings, and compare the previous meter with the current meter to assess differences.Use Smart Living: DEWA’s Smart Living initiative is a digital dashboard that allows you to monitor your household’s consumption patterns, receive alerts for unusually high water usage, and compare your consumption with similar homes in the area. It also features tools like ‘Away Mode’ for when you’re travelling, and a Consumption Assessment Tool for more detailed breakdowns. Smart Living can help you pinpoint problem areas, if any.What information do I need, before filing a dispute?If, after going through all the above steps, your usage still looks wrong, submit a formal complaint with DEWA.Khan advised ensuring you have all your evidence in order before filing a dispute, as comprehensive documentation strengthens your position. He explained: “Customers should record all relevant documentary evidence before raising a DEWA dispute, including the disputed bill, previous bills showing normal consumption, dated photographs of the meter, and any proof of leakage, maintenance issues or periods when the property was vacant.”He also recommended keeping “tenancy documents, maintenance reports and any communication with the landlord or building management that may support the claim”.It’s important not to ignore the issue or forego paying your monthly bill, as this could lead to other problems.Khan said: “A disputed bill should never be ignored, as non-payment may lead to service disruption or penalties; instead, the customer should formally notify DEWA, request verification or investigation, and maintain a complete record of all submissions, reference numbers and supporting documents.”How to file a complaint with DEWADEWA directs residents to submit complaints through various methods, such as its Customer Happiness Centres, or the city’s 04 platform, a unified government communication and feedback portal that allows residents to lodge complaints to over 40 entities in Dubai.According to DEWA’s website, a resolution will be provided to you within three working days. Follow the steps below to resolve the issue through the channels provided by DEWA.File a dispute with DEWA through the 04 platform:If you would like to file a complaint online, DEWA directs you to the 04 platform to do so. Follow these steps:Visit the 04 platform at 04.gov.ae. Log in with your UAE PASS.On the homepage, select ‘Complain’.Provide the following information:Case details: You can type in the issue, or record a voice note, explaining the problem in detail.Suggested solution: If you would like to submit a suggestion to improve the service you complained about, you can do so in this section.Select the entity by searching for DEWA in the drop-down menu.Enter your mobile number.Upload all related evidence or proof to strengthen your case.Select ‘Verify’ to submit your complaint. You will receive a response or resolution within three working days.File a dispute in person through DEWA’s Customer Happiness CentresYou can use DEWA’s smart devices or interact with staff at Customer Happiness Centres across Dubai, when filing a complaint. For the full list of locations, visit dewa.gov.ae/en/about-us/service-guide/service-delivery-channels/customer-happiness-centres.Follow these steps once you arrive:Approach a service agent and inform them you would like to file a complaint.You will receive a complaint form. Fill out your personal details, including your 10-digit DEWA Contract Account Number, which can be found in the top section of any past monthly DEWA bill, as well as your 9-digit Premise Number, which can be found on your apartment or villa’s utility box, in the door frame of your front door, or on the top-right corner of any past DEWA bill.Share details of the issue.Provide the agent with any proof or evidence.The agent will process your complaint and provide you with a reference number, as well as confirmation via SMS. You will receive a response or resolution within three working days.
