Abu Dhabi Energy Department launches consumer protection policy

The new consumer protection policy is designed to better serve the community and safeguard its interests as consumers of water, energy, sewerage and district cooling services. The regulatory framework ensures the best possible service and security of supply at reasonable prices to all segments of society.

The new comprehensive policy includes provisions to support and regulate the operations of companies and service providers in the Abu Dhabi water and energy sector. It oversees agreements for the provision of energy and water services, ensures customer data and information privacy, outlines service interruption principles, prohibition of service interruptions, service charges, customer complaints process, debt and default customer management, and services to people Determination and home care customers, etc. .

Ahmed Mohammed Al Rumaithi, Undersecretary of the U.S. Department of Energy, said: “In both letter and spirit, the new consumer protection policy puts the interests of consumers first and ensures that the services provided by licensed companies operating in the industry meet the highest international standards. Quality. It is in line with the sector’s vision and mission to create a regulatory framework to provide efficient and affordable energy services.

“Our Consumer Protection Policy presents a new approach to regulating the relationship between consumers and service providers in Abu Dhabi. It ensures efficiency in the provision of services and flexibility in dealing with consumers, and at the same time, it Regulate the relationship with them. The new policy is the result of a significant effort by our team in cooperation with the relevant authorities in the emirate. They have come up with the best regulatory standards to ensure enhanced customer service and their flexibility, driving the development of the energy industry and meeting our current and future water and energy needs.”

For the first time, the DoE’s consumer protection policy has established rules for the UAE regarding customer service interruptions. Distributors must take appropriate precautions to ensure continuity of service to residential customers during emergencies and provide alternatives when required. It believes service interruptions can have serious implications for the health and safety of consumers and those who live with them.

The policy also mandates monthly billing, requiring distribution companies to provide customers with monthly bills, along with actual readings reflecting their consumption. In some cases, bills with rough estimates may be issued, but only if actual readings are not available. The policy’s guaranteed service standards call on energy companies to set performance indicators to guarantee high-quality services to customers in Abu Dhabi and to provide compensation to customers in case of breach of standards.

The policy outlines procedures for managing debt and defaulting customers, urging companies to allow amortization of money owed to them. Companies should investigate the financial status of such customers and inform them of payment timing and installment plans.

Companies must also provide customers with a formal agreement when activating a customer account, outlining the terms and conditions that protect the rights of both parties and providing details related to restrictions on access to the service.

According to the policy, customers who want to file a complaint against the company must first communicate with the distribution company and wait for the complaint to be resolved. Only if they are not satisfied with the solution proposed by the service provider or company, or if they do not receive a response to the complaint within the agreed time frame, can they escalate it to the DoE.

If a customer wishes to terminate the service, the company must ensure that there are no outstanding payments and issue a certificate of innocence. Companies must also notify customers in writing of service interruptions prior to initiating the account closure process.

Consumer protection policy prioritizes people of determination, requiring companies to update and develop strategies to include their needs and requirements, and ensure they have access to all services. Companies must prioritize them when processing transactions and employ dedicated, well-trained, and qualified professionals to serve them. They must ensure that representatives are represented for service provision or other transactions, if required.