Service Guide - PDF document

1 Service Guide Dear Customers, Ba
Service Guide Dear Customers, Based on the keenness of the Federal Electricity and Water Authority (FEWA) to raise awareness of our services, we have prepared this guide containing information about the services provided to all customers. FEWA strives to improve its services according to international standards and applies best practices to improve the quality of services provided to all customers. Our customers are the cornerstone of our success and we aim to harness all our capabilities and resources to achieve the highest level of happiness for our customers in line with the strategic plan of the Authority and the UAE Vision. General Director Introduction: Federal Electricity & Water Authority (FEWA) was established in 1999 under the Federal Law No. 31 of 1999 to carry out the duties assigned by Ministry of Electricity and Water in achieving several objectives. Its Main objective is to cater the needs of Electricity and potable Water for the population of the Emirates. To achieve this main objecti ve FEWA has to create a balance between the cost of production and the distribution price in consideration with unifying the existing variable pricing strategies, study the consumption behaviors and create awareness to overcome the waste of electricity and water by consumers. FEWA also has to develop and improve revenue collection processes. One of its objectives is also to provide qualification and training to the citizens making them able to work in FEWA. Definitions: Service : Series of activ ities or operations performed by federal departments or through other bodies to meet the needs of customers.  Structure of Services

2 Main Service : The range of servi
Main Service : The range of services covering all sub - services and supplementary services such as electricity service. S ub - service : The modifications that may be added to the main service depending on the type of customer or the purpose of the service. Sub - services are usually provided through the adoption of the same main procedures or through minor modifications to such procedures, such as the meter inspection service. Supplementary Service : Services that are connected to the main service such as transferring, cancellation, modification, and changing, such as the meter transferring service Service Name : Simplified summary of the service and associated activities. Services Package : Process of services combining according to relevant events. Service packages classified in this way will help the Authority to meet the specific needs of customers by combining service s provided by federal department(s). The benefits of service packages are evaluated based on the expectations and needs of the customers and not based on the institutional organization approved by the federal department. Categories of Services : The Fede ral Government classifies the customer services in five main categories: 1. Information Services : group of services related to the transferring of information from government to customers. These services may be provided through a government initiative such a s training programs or awareness campaigns, or at the request of customers such as inquiries. 2. Procedural Services : This type of service includes all forms of services that meet customer needs. Transactions are classified by nature, such as the service of issui

3 ng land clearance certificate. 3.
ng land clearance certificate. 3. Commercial Services : group of services provided for the purpose of generating government revenues such as sale of electricity and water. 4. Social Services : group of services provided by the government to promote the we lfare of society and specific sectors therein such as the installment services. 5. Control Services : This category includes all the procedures that customers should undergo such as regular inspections of the safety of electrical connections. Type of Servic es : The Federal Government classifies services according to three main types: 1. Services provided by Government to Government : These services are provided by one of the federal authorities through its various regulatory departments to other government autho rities. 2. Services provided by government to the business sector : These services are provided by one of the federal authorities through its various regulatory departments to the business sector. 3. Services provided by Government to individuals : services pro vided by a federal authority through its regulatory services to individuals. Limitation of Service : the obstacles and requirements that, if not available, may prevent access to the required service. Target Customers : customers are defined as users who b enefit from the services of FEWA through its different organizational units. Customers benefit from services through access to information or submission of service applications. Customers include individuals, companies, institutions and government authorit ies. Service Requirements : Terms and conditions or any documents required to be submitted by the customer in order to

4 obtain the service. Application Proc
obtain the service. Application Procedures : Procedures to be taken by the customer in order to apply for the service. Service Delivery Channels : Any means of communication between the customers and the federal authorities through which customers can obtain the required services. Service Hours : The times during which the customer can apply for services Average Delivery Time of Service : T he average time required for the federal authority to provide services to the customers. Service Fees : Fees are determined by federal decisions or by any internal administrative decisions which stipulate the payment of specific fees in order to obtain ser vices. Government, Semi Government, Public Establishments & Authorities : All federal, local and semi - governmental departments, public establishments and authorities, as well as facilities used for carrying out the activities such as buildings or offices. Such facilities are not used for business or investment activities. Commercial and Industrial Projects : the establishments that are used to carry out commercial and industrial activities of various kinds. Farms : Lands allocated by municipalities to the UAE citizens for agricultural use only, and not for practicing any commercial or investment activities. Rest Houses : premises of a special nature that are used for leisure activities (for UAE citizens) and not for commercial or investment activities. Pr otected Areas : Areas designated for the conservation of scarce environmental resources that serve the environmental activity within the United Arab Emirates. These areas are not used for commercial or investment activities. Houses for UAE Citizens constru cted

5 by government and non - government autho
by government and non - government authorities : houses constructed by (Initiatives of His Highness the President of the UAE, Initiatives of Rulers of the Emirates, Sheikh Zayed Housing Program, Ministry of Infrastructure Development, etc.), and such aut horities are responsible for the payment of service connection fees. Sports and Cultural Clubs : sports clubs and youth centers working in the field of sports and cultural activities and approved by the General Authority for Youth and Sports Welfare. Non - Profit Entities: associations of public interest operating in the United Arab Emirates and licensed by the Ministry of Community Development. Residential Units (Expatriates) and Freehold: Premises owned by expatriates, joint ownership, real estate developers or free zones; or the premises owned by UAE citizen and are constructed by expatriates on the basis of usufruct contracts or investment. Residential units are classified according to the following:  Residential Units (Expatriates)  Joint Ownership Units  Freehold Units and investment areas  Usufruct contracts and lands investment contracts  Free zones  Lands owned by UAE citizens, leased or constructed by expatriates, joint ownership, freehold and any similar case . Price Tariff : The financial value determined in advance under resolutions issued by the UAE Cabinet or decisions issued by the Board of Directors of the FEWA for the consumption of electricity services per kWh and water services per cubic meter. Perma nent Connection : connection of electricity and water on permanent basis by FEWA to customers by using the electricity and water network owned or operated b

6 y FEWA. Temporary Connection : conn
y FEWA. Temporary Connection : connection of electricity and water on temporary basis by FEWA for a limited period of time by using the electricity and water network owned or operated by FEWA, provided that the customer should provide the necessary materials for water and electricity supply. Billboards : billboards fixed on ground by company licensed b y the competent government authorities. Premises located in places of special nature : premises located in rugged mountain places, dunes or valleys. Connection Point : the point closest to the distribution network. Telephone Booths, transmission towers, a nd radars installed by government authorities or by licensed companies operating in this field. Actual Cost : The cost of materials and necessary installation works, in addition to 20% of the total cost against supervision expenses. Tariff Prices for Cons umer Categories : Residential (Citizen) : Housing is for personal use by a UAE citizen. Residential (Expatriates) : Housing is for personal use by expatriates. Government Authorities : Governmental and semi - governmental authorities (ministries, federal departments, local governments, public institutions, associations, sports or cultural clubs, etc.) Commercial Establishments : establishments used for commercial activities of various kinds. Industrial Establishments : establishments used to carry out indu strial activities of various kinds. Agricultural Establishments : lands allocated for citizens for agricultural use only. Freehold and Enterprises Premises : Premises owned by expatriates, joint ownership, real estate developers, free zones or premises own ed by citizens and construc

7 ted by expatriates on the basis of usuf
ted by expatriates on the basis of usufruct or investment contracts. Temporary Connection : the provision of electricity or water services temporarily for a specified period of time. Services Packages Electricity / Water Package Main Services • Permanent Connection Service Connection for Residential (Citizen) Service Info Service Description Connection of electricity and water on permanent basis by FEWA to customers by using the electricity and w ater network owned or operated by FEWA. Service Category: Procedural Sub - service Service Type: From Government to Individuals Target Customers UAE Citizens Requirements for Service Connection  Connection application form signed by the o wner and stamped by the approved engineering consultant.  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card  Copy of the family book (Khulasat Al Qaid) (if the citizen holds more than one residential account)  Title Deed (if any)  Valid site plan  Building permit (upon submitting the application)  Certificate of completion before connection of service  Load card stamped by the electrical co ntractor and engineering consultant approved by FEWA (for electricity services)  The contract between the engineering consultant and the owner of the building  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for e lectricity and water)  Copy of t

8 he accreditation license of engineering
he accreditation license of engineering consultant and electrical contractor. Continued,, Service Connection for Residential (Citizen) Service Info Service Procedures  The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add services without new buildings. Application Procedures  Filling the application form attached wit h the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Customer must pay the fees within 50 days.  The customer / electrical contractor mu st submit an application for building inspection when the building is completed, attached with the completion certificate if required.  Starting connection procedures in coordination with the main contractor / electrical contractor  Issue the final invoice  P rovide the facility with the service Limitation of Service This service for residential units of citizens only. Associated Service Municipalities Package Electricity/ Water Package Application Submission Service Delivery Channels:  Ap plications could be submitted online through the engineering consultant approved by FEWA  Customer Happiness Centers Electricity Service Fees: AED 300 per KVA Water Service Fees: Meter Type Fees \ AED 15 mm 2500 25 mm 3000 50 mm 10 000 80 mm and above 20000 Time to provide service Average waiti

9 ng time Average time to complete the
ng time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 business days Continued,, Service Connection for Re sidential (Citizen) Communicate with the customer during the procedures Communicatio n channels • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service  Payment of the delivery fees within the specified period ( 50) days in order to avoid the cancellation of application.  Customer shall notify FEWA in case of changing nature of the establishment’s activity in order to avoid fines and penalties. Notes  FEWA discounts 40% of the fees in favor of citizens worki ng in the private sector carrying Absher Card, according to the following conditions:  This discount applies only to citizens who hold family book (Khulasat Al Qaid) and working in private sector.  The employer must be registered with the Ministry of Labor.  The citizen must submit a certificate issued by the employer and attested by the Ministry of Labor.  The citizen must be employed in his current job in the private sector for a period of not less than six months  The discount is applied only on residential units of citizens.  The discount is valid for one time only  Monthly salary should not exceed AED 30,000 Houses for UAE Citizens constructed by government and non - government authorities Service Info Service Description Co nnection of electricity and water on permanent basis by FEWA to customers by using the electricity and water n

10 etwork owned or operated by FEWA. Ser
etwork owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Business Sector Target Customers UAE Citizens Continue,, Houses for UAE Citizens constructed by govern ment and non - government authorities Service Info Requirements for Service Connection:  Connection application form signed and stamped by the approved engineering consultant and the related authority.  Valid site plan  Building Permit (Upon re quest)  Certificate of completion before connection of service  Undertaking Letter to pay the connection fees by the applicant.  Load card stamped by the electrical contractor and engineering consultant approved by FEWA (for electricity services)  Copy of th e accreditation license of engineering consultant and electrical contractor  The contract between the engineering consultant and the concerned authority  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for electr icity and water) Service Procedures The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for buildings. Application Procedures  Filling the applicat ion form attached with the required documents according to the service delivery channel.  Issuing the estimated cost invoice and communicate with the concerned authority for the payment of fees

11 .  Payment of estimated cost invo
.  Payment of estimated cost invoice by the concerned authority.  The authority / electrical contractor must submit an application for building inspection when the building is completed, attached with the completion certificate if required. Continue,, Houses for UAE Citizens constructed by government and non - government authorities Service Info Application Procedures  Starting connection procedures in coordination with the main contractor / electr ical contractor  Issue the final invoice  Provide the facility with the service.  Settlement of amounts and forwarding of balance credit or debit (if any)  The beneficiary shall visit the Customer Happiness Center to activate the account and pay the fees and d eposit (if any) after providing FEWA with building handing over certificate. Limitation of Service This service for residential units of citizens only. Associated Service Municipalities Package Electricity/ Water Package Application Submission Service Delivery Channels: - Applications could be submitted online through the engineering consultant approved by FEWA - Customer Happiness Centers Electricity Service Fees: AED 300 per KVA Water Service Fees: Meter Type Fees 15 mm AED 2500 25 mm AED 3000 50 mm AED 10000 80 mm and above AED 20000 Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 business da ys Communicate with the customer during the course of the procedures Communication ch

12 annels: • Text messages • T
annels: • Text messages • Telephone calls Continue,, Houses for UAE Citizens constructed by government and non - government authorities Obtaining the Services Tips and suggestions about the service  Payment of the delivery fees within the specified period (50) days in order to avoid the cancellation of application.  Citizen shall notify FEWA after connection of the service and provide FEWA with handing over c ertificate and UAE ID Card in order to sign the required documents and activate the account. Notes  Please read this notice to avoid delay in service connection:  Connection application shall be submitted 6 months at least before the project’s comple tion date Permanent Connection for Ranches, wells, Protected Areas, and premises located in rugged mountain places, dunes or valleys Service Info Servic e Description Connection of electricity and water on permanent basis by FEWA to customers by using the electricity and water network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All customers Requirements for Service Connection:  Connection application form signed by the owner and stamped by the ap proved engineering consultant when the premises were constructed.  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and Continue,, Perman

13 ent Connection for Ranches, wells, P
ent Connection for Ranches, wells, Protected Areas, and premises located in rugged mount ain places, dunes or valleys Service Info Requirements for Service Connection: regulations of contractual relationship.  Copy of valid UAE ID Card  Title Deed (if any)  Valid permanent site plan  Building permit (upon submitting the application, if any)  Certificate of completion before connection of service, or NOC from the Municipality if no building is constructed.  Load card stamped by the electrical contractor a nd engineering consultant approved by FEWA (for electricity services)  The trade license of the engineering consultant and electrical contractor.  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for electricity an d water) Service Procedures The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add services without new buildings. Application Procedures  Filling the application form attached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Customer must pay the fees within 50 days.  The customer / electrical contractor must submit an application for building inspection when the building is completed, attached with the completion certificate if required. Continue,, Permanent C

14 onnection for Ranches, wells, Protect
onnection for Ranches, wells, Protected Areas, and premises located in rugged mountain places, dunes or valleys Service Info Application Procedures  Starting conne ction procedures in coordination with the main contractor / electrical contractor  Issue the final invoice  Provide the facility with the service.  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of d eposit (if any) Limitation of Service All categories of customers Associated Service Municipalities Package Electricity/ Water Package Application Submission Service Delivery Channels: Applications could be submitted online through the engineering consultant approved by FEWA Customer Happiness Centers Service Fees: The accrual cost till the connection point including the meter. Time to provide service Average waiting time Average time to complete the transaction 10 mi nutes 30 minutes Period to execute the service transaction Depends on the graphical nature of the site Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service Payment of the delivery fees within the specified period (50) days in order to avoid the cancellation of application. Customer shall notify FEWA in case of changing nature of the establishment’s activity i n order to avoid fines and penalties. Continue,, Public Connections including housing of expatriates, commercial, indust

15 rial and investment projects, governm
rial and investment projects, governmental and semi - governmental departments, public establishments , non - profit charitable orga nizations, commercial establishments located in agricultural lands, and establishments owned by citizens and located in freehold areas. Service Info Service Description Connection of electricity and water on permanent basis by FEWA to customers by using the electricity and water network owned or operated by FEWA. Service Category: Procedural Sub - service Service Type: From Government to Government From Government to Individuals From Government to Business Sector Target Cu stomers All customers Requirements for Service Connection:  Connection application form signed by the owner and stamped by the approved engineering consultant.  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card/ Passport for non - residents in UAE only.  Title Deed (if any)  Valid site plan  Building permit (upon submitting the application)  Certificate of completion before connection of service  NOC issued by Civil Defense Department (before connection of service)  Load card stamped by the electrical contractor and engineering consultant approved by FEWA (for electricity services)  The trade license of the engineering consulta nt and contractor  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for electricity and water)

16 Continue,, Public Connections
Continue,, Public Connections including housing of expatriates, commercial, industrial and investment projects, go vernmental and semi - governmental departments, public establishments , non - profit charitable organizations, commercial establishments located in agricultural lands, and establishments owned by citizens and located in freehold areas. Service I nfo Service Procedures The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add services without new buildings. Application Procedures  Filling the application form attached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Customer mu st pay the fees within 50 days.  The customer / electrical contractor must submit an application for building inspection when the building is completed, attached with the certificate issued by Civil Defense Department, if required.  Starting connection proce dures in coordination with the main contractor / electrical contractor  Issue the final invoice  Provide the facility with the service.  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if a ny) Limitation of Service All customers’ categories Associated Service Municipalities Package Electricity/ Water Package Application Submission Serv

17 ice Delivery Channels: Applications c
ice Delivery Channels: Applications could be submitted online through the engineering cons ultant approved by FEWA Customer Happiness Centers Continue,, Description Fees \ AED Up to 1000 KVA 600 per KVA Above 1000 KVA 1200 per KVA Public Connections including housing of expatriates, commercial, industrial and investment projects, governmental and semi - governmental departments, public establishments , non - profit chari table organizations, commercial establishments located in agricultural lands, and establishments owned by citizens and located in freehold areas. Application Submission Electricity Service Fees: Mosques 300 per KVA Water Service Fees: Investment projects that need more than 500 cubic meters of water every day: The actual cost or the customer executes the network at his own expense up to the connection point in addition to the connection fees of each meter. Other categories: AED 8000 for each connection point in addition to the connection fees of each meter. Meter Type Fees \ AED 15 mm 2500 25 mm 3000 50 mm 10000 80 mm and above 20000 Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 business days Communicate with the custome r during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service  Payment of the delivery fees within the specified period (50) days

18 in order to avoid the cance llation of
in order to avoid the cance llation of application.  Customer shall notify FEWA in case of changing nature of the establishment’s activity in order to avoid fines and penalties.  Accommodation of expatriates  The customer must pay the difference of connection fees on the basis of Continue,, Notes freehold and non - citizen category in the event of changing the activity of the premises or if the premises are sold or leased  Supply and installation of materials at the customer's expense in the case of connections of services to investment projects (above 4 MVA) Permanent Connection for Farms and Rest Houses Service Info Service Description Connection of electricity an d water on permanent basis by FEWA to customers by using the electricity and water network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type: From Government to Individuals Target Customers UAE Citizens Requirements for Service Connection:  Connection application form signed by the owner and stamped by the approved engineering consultant.  Signed undertaking to comply with rules and regulations of connect ion, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card  Title Deed (if any)  Valid site plan  Building permit (upon submitting the application)  Certificate of completion before connection of service  Load card stamped by the electrical contractor and engineering co

19 nsultant approved by FEWA  The
nsultant approved by FEWA  The trade license of the consultant and electrical contractor Continue,, Permanent Connection for Farms and Rest Houses Service Info Requirements for Service Connection:  The contract between the engineering consultant and the owner of the building  Contract concluded with the consultant  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for electricity and water) Service Procedures The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add services without new buildings. Application Procedures  Filling the application form attached with the required documents according to the service deliver y channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Customer must pay the fees within 50 days.  The customer / electrical contractor must submit an application for building inspection when the building is completed, attached with the completion certificate if required.  Starting connection procedures in coordination with the main contractor / electrical contractor  Issue the final invoice  Provide the facility with the service  Settlement of amount s and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if any) Service Info Limitation of Service This service for farms and rest houses only. A

20 ssociated Service Municipalities
ssociated Service Municipalities Continue,, Permanent Connection for Farms and Rest Houses Package Electricity/ Water Package Application Submission Service Delivery Channels: Applications could be submitted online through the engineering consultant approved by FEWA Customer Happine ss Centers Electricity Service Fees: Description Fees \ AED Up to 1000 KVA 600 per KVA Above 1000 KVA 1200 per KVA Water Service Fees: AED 30000 for each connection point in addition to the connection fees of each meter Meter Type F ees \ AED 15 mm 2500 25 mm 3000 50 mm 10000 80 mm and above 20000 Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 busines s days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service Payment of the delivery fees within the specified per iod (50) days in order to avoid the cancellation of application. Customer shall notify FEWA in case of changing nature of the establishment’s activity in ord er to avoid fines and penalties. Continue,,  The citizen customer can obtain an additional or more electricity / water connection to his / her personal farm provided that: Permanent Connection for Farms and Rest Houses Notes  The customer must obtain the approval of the Technical Committee on the possibility of connection and technica

21 l sp ecifications of connection. 
l sp ecifications of connection.  The farm is intended for personal use by the same citizen owner and not for the purpose of permanent personal housing, commercial and investment use or for sale / leasing to others.  The customer can sell the farm / rest house t o an expatriate, provided that the customer informs the Authority and pays the difference of connection fees. Billboards, Telephone Booths, transmission towers, and radars excluding those installed in area of special nature Continue,, Service Info Service Description Connection of electricity on permanent basis by FEWA to customers by using the ele ctricity network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Business Sector Target Customers Public Establishments and Companies Requirements for Service Connection: Requirements for Service Connection:  Connection application form signed by the competent authority.  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and regulations of con tractual relationship.  Letter issued by the competent authority  Valid permanent site plan  NOC for connection of service issued by the municipality.  NOC for connection of service issued by Civil Defense Department (if applicable)  Load card stamped by t he electrical contractor Billboards, Telephone Booths, transmission towers, and radars excluding those installed in area of special nature

22 Service Info S 
Service Info S  Land Clearance Certificate previously approved by FEWA. Service Procedures The application shall be submitted by the electrical contractor or by the owner. Application Procedures  Filling the application form at tached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the competent authority for the payment of fees.  The competent authority must pay the estimated cost invoice.  The customer / electrical contractor must submit an application for building inspection when the building is completed, attached with the completion certificate if required.  Starting connection procedures in coordination with the main contractor / electric al contractor  Issue the final invoice  Provide the facility with the service.  Final verification of the documents and final approval of the invoice  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if any) Limitation of Service Public Establishments and Companies Associated Service Municipalities Package Electricity Application Submission Service Delivery Channels:  Applications could be submitted online through the enginee ring consultant approved by FEWA  Customer Happiness Centers Service Fees: AED 1200 per KVA Continue,, Application Submission Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Billboards, Telephone Booths, tra

23 nsmission towers, and radars excludin
nsmission towers, and radars excluding those installed in area of special nature Period to execute the service transaction 20 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service Payment of the delivery fees within the specified period (50) days in order to avoid the cancellation of application. Freehold and expatriate Service Info Service Description Connection of electricity and water by FEWA to the facilities located within the free zones and investment zones; and to premises owned by expatriates, join ownerships, lands investment contracts, land s owned by UAE citizens, leased or constructed by expatriates, joint ownership. Service Category:  Procedural  Sub - service Service Type:  From Government to Individuals  From Government to Business Sector Target Customers  premises owned by e xpatriates  premises owned under joint ownership  Premises under freehold and investment zones  Premises located in free zones  Lands owned by UAE citizens, leased or constructed by expatriates, joint ownership, and alike. Continue,, Freehold and expat riate Service Info Requirements for Service Connection:  Connection application form signed by the owner and stamped by the approved engineering consultan t.  Signed undertaking to comply with rules and regula

24 tions of connection, and signed underta
tions of connection, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card/ Passport for non - residents in UAE only  Title Deed (if any)  Valid site plan  B uilding permit (upon submitting the application)  Certificate of completion before connection of service  NOC issued by Civil Defense Department  Load card stamped by the electrical contractor and engineering consultant approved by FEWA  The contract between the engineering consultant and the owner of the building  The trade license of the consultant and electrical contractor  Land Clearance Certificate previously approved by FEWA.  Technical drawings approved by FEWA (for electricity and water) Service Pro cedures The application shall be submitted by an engineering consultant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add services without new buildings. Application Proced ures  Filling the application form attached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Cu stomer must pay the fees within 50 days.  The customer / electrical contractor must submit an application for building inspection Continue,, Freehold and expatriate Service Info Application Procedures when the building is completed, attached with the completion certificate if required.  Starting connection procedures in coordin ation with

25 the main contractor / electrical contrac
the main contractor / electrical contractor  Issue the final invoice  Provide the facility with the service  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if any) Limitati on of Service This service for facilities located within the free zones, investment zones and premises owned by expatriates, and join ownerships, lands investment contracts, lands owned by UAE citizens, leased by expatriates or joint ownership. Asso ciated Service Municipalities Package Electricity/ Water Package Application Submission Service Delivery Channels:  Applications could be submitted online through the engineering consultant approved by FEWA  Customer Happiness Centers E lectricity Service Fees: Description Fees \ AED Up to 1000 KVA 800 per KVA Above 1000 KVA 1500 per KVA Water Service Fees: AED 8000 for each connection point in addition to the connection fees of each meter Meter Type Fees \ AED 15 mm 2500 25 mm 3000 50 mm 10000 80 mm and above 20000 Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 business days C ommunicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Continue,, Freehold and expatriate Obtaining the Services Tips and suggestions about the service  Payment of the deliver y fees within the specified period (50) days in order to av

26 oid the cancellation of application.
oid the cancellation of application.  Customer shall notify FEWA in case of changing nature of the establishment’s activity in order to avoid fines and penalties. Temporary Connection Work sites with fixing a meter Service Info Service Description Connection of electricity and water on temporary basis by FEWA for a limited period of time by using the electricity and water network owned or operated by FEWA. Service Category :  Procedural  Sub - service Service Type:  From Government to Government  From Government to Business Sector Target Customers Companies that execute the projects Requirements for Service Connection:  Connection application form signed by the owner and stamped by the concerned company  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card of the licensee of the company that executes the project.  Valid permanent site plan  Building Permit upon submitting the application/NOC from Municipality  NOC issued by Civil Defense Department  Load card stamped by the electrical contractor (for electricity connection)  Letter issued b y the company that executes the project.  Trade license of the company that executes the project Continue,, Work sites with fixing a meter Service Info Service Procedures The application shall be submitted by the main contract or the el ectrical contractor. Application Proce

27 dures  Filling the application fo
dures  Filling the application form attached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the company for the p ayment of fees.  The company must pay the estimated cost invoice within 50 days.  The customer / electrical contractor must submit an application for building inspection when the building is completed.  Starting connection procedures in coordination with the main contractor / electrical contractor  Issue the final invoice  Provide the facility with the service.  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit Limitation of Service Companies that execute the projects Associated Service Municipalities Package Electricity / Water Application Submission Service Delivery Channels: Applications could be submitted online through the engineering consultant approved by FEWA Custo mer Happiness Centers Electricity Service Fees: AED 300 per KVA for a maximum period of 3 years, provided that the customer shall supply and install all necessary materials for connection excluding the meter under the requirements and regulations of FEWA Water Service Fees: The actual cost or the customer executes the network at his own expense up to the connection point in addition to the connection fees of each meter. Meter Type Fees \ AED 15 mm 2500 25 mm 3000 50 mm 10000 80 mm and above 20000 Continue,, Work sites with fixing a meter Application Submission Time to pr

28 ovide service Average waiting time A
ovide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service trans action 20 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service  Payment of the delivery fees within the specified period (50) days in order to avoid the cancellation of application.  The customer shall notify FEWA upon completion of the works and apply for a clearance certificate to avoid accumulated meter fees. Notes Please read this notice to av oid delay in service connection:  Temporary connection are approved if the following requirements are met:  For companies that execute one of the Authority’s projects or for the execution of projects belonging to federal or local government departments.  For contraction companies that execute residential, commercial or industrial projects. Temporary connections for festivals and events for a period more than 3 months – installation of meter Service Info Service Description Connection of electricity on temporary basis by FEWA for a limited period of time by using t he electricity network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Business Sector Target Customers Companies that organize the festiva

29 ls/ government au thorities
ls/ government au thorities Requirements for Service Connection:  Connection application form signed by and stamped by the company  Signed undertaking to comply with rules and regulations of connection, and signed undertaking for rules and regulations of contract ual relationship.  Copy of valid UAE ID Card of the licensee of the company.  NOC issued by municipality (upon submitting the application)  NOC issued by Civil Defense Department (upon payment the fees)  Trade license of the company  Load card stamped by th e electrical contractor, who is approved by FEWA  Trade license of the accredited electrical contractor Service Procedures The application shall be submitted by the electrical contractor or concerned authority. Application Procedures  Filling the application form attached with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the concerned authority for the payment of fees.  The concerned authority must pay the estimated cost invoice within 50 days.  The customer / electrical contractor must submit an application for building inspection when the building is completed Continue,, Temporary connections for festivals and events for a period more than 3 months – installation of meter Service Info Application Procedures  Starting connection procedures in coordination with the main cont ractor / electrical contractor  Issue the final invoice  Provide the facility with the service.  Settl

30 ement of amounts and forwarding of balan
ement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if any) Limitation of Service Companies that organize festivals/ government authorities Associated Service Municipalities Package Electricity Application Submission Service Delivery Channels: Applications could be submitted online through the engineering consultant approved by FEWA Customer Happiness Centers Electricity Service Fees: AED 50 per KVA for a maximum period of 1 year, provided that the customer shall supply and install all necessary materials for connection excluding the meter under the requirements and regula tions of FEWA Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transaction 20 business days Communicate with the customer during the course of the proc edures Communication channels: • Text messages • Telephone calls Obtaining the Services Notes Please read this notice to avoid delay in service connection:  Temporary connection are approved if the following requirements are met:  The applicant i s a government / semi - government authority or authorized by government / semi - government authority.  Submitting an official letter issued by the concerned authority clarifying the activities and require period of connection. Festivals, wedding parties, social parties, Ramadan playgrounds, Ramadan tents...etc. (without meter) Service Info Service Description Connection of electricity on temporary basis by FEWA fo

31 r a limited period of time by using the
r a limited period of time by using the electricity network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Application of temporar y connection without a meter.  NOC issued by Civil Defense Department  Copy of valid UAE ID Card of the customer  The trade license Application Procedures  Filling the application form.  Payment of connection fees.  Starting connection procedures Limitati on of Service Social occasions, playgrounds and Ramadan tents. Associated Service None Package Electricity Application Submission Service Delivery Channels: Applications could be submitted online through the engineering consultant approved by F EWA Customer Happiness Centers Electricity Service Fees: AED 500 per 100 KVA per week. AED 500 per 100 KVA for Ramadan, playgrounds and tents during the month of Ramadan Customer shall provide the necessary materials for connection Time to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction Depends on the completion of connection by the applicant. Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls  Compliance with the duration of connection Continue,, Obtaining the Services Tips and suggestions about the s

32 ervice  The customer must return
ervice  The customer must return the site to its previous conditio n prior to the connection  The customer shall notify the Authority in case of desire to extend the period of the temporary connection before the expiry of the predetermined period, and pay the due fees for the new period. Connections for activities du ring Ramadan – Iftar Tents organized by charity organizations, rulers or individuals, and condolence tents Service Info Service Description Connection of electricity on temporary basis by FEWA for a limited period of time by using the electrici ty network owned or operated by FEWA. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements f or Service Connection:  Application of temporary connection without a meter.  NOC issued by municipality for Iftar Tents organized by charity organizations, rulers or individuals  Valid UAE ID Card of the customer  Load card  NOC issued by Civil Defense Application Procedures  Filling the application form.  Starting connection procedures Limitation of Service Charity organizations or individuals Associated Service None Package Electricity Application Submission Service Delivery Channels: Cu stomer Happiness Centers Service Fees: Free, provided that the customer shall provide all necessary materials for connection Time to provide service Average waiting time Average time to complete the transact

33 ion 10 minutes 10 minutes Period
ion 10 minutes 10 minutes Period to execute the service transaction Depends on the completion of connection by the applicant. Continue,, Connections for activities during Ramadan – Iftar Tents organized by charity organizations, rulers or individuals, and condolence tents Communicat e with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service  Compliance with the duration of connection  The customer must return the site to its previous condition prior to the connection  The customer shall notify the Authority in case of desire to extend the period of the temporary connection before the expiry of the predetermined period. Notes Please read this notice to avoid delay in service connection:  Temporary connection shall be used for the specified and agreed purposes.  The customer shall notify the Authority in case of desire to extend the period of the temporary connection before the expiry of the predetermined peri od. Other Services Adding extra loads / expanding the water line Service Info Service Description Adding extra loads or expanding the water line in t he facility Service Category:  Procedural  Supplementary Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection :  In case of a new building in the si

34 te, the customer shall submit the same
te, the customer shall submit the same documents of the new connection.  in case of no building constructed in the site:  Connection application form Continue,, Adding extra loads / expanding the water line Service Info Requirements for Service Connection:  Signed undertak ing to comply with rules and regulations of connection, and signed undertaking for rules and regulations of contractual relationship.  Copy of valid UAE ID Card of the customer  Title Deed (if any)  Valid site plan  NOC issued by Municipality  NOC issued by Ci vil Defense  Load card stamped by the electrical contractor approved by FEWA (for electricity services)  Copy of the accreditation certificate of the electrical contactor Application Procedures  The application shall be submitted by an engineering consu ltant approved by the FEWA or by the main contractor for the new buildings, or by the electrical contractor for applications to add new loads or expand the water line, without new buildings. Service Procedures  Filling the application form atta ched with the required documents according to the service delivery channel.  Issuing the customer's estimated cost invoice and communicate with the customer for the payment of fees.  Customer must pay the fees within 50 days.  The customer / electrical contr actor must submit an application for building inspection when the building is completed, attached with the completion certificate if required.  Starting connection procedures in coordination with the main contractor / electrical cont

35 ractor  Issue the final i nvoice
ractor  Issue the final i nvoice  Provide the facility with the service  Settlement of amounts and forwarding of balance credit or debit (if any)  Activate the account and payment of deposit (if any) Limitation of Service All categories Associated Service Municipality Packa ge Electricity/ water Application Submission Service Delivery Channels: Customer Applications could be submitted online through the engineering consultant approved by FEWA Customer Happiness Centers Service Fees: As per the fees of each categor y of service Continue,, Adding extra loads / expanding the water line Application Submission Time to provide service Average waiting time Average time to complete the transaction 10 minutes 30 minutes Period to execute the service transact ion 20 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service Payment of the delivery fees within the s pecified period (50) days in order to avoid the cancellation of application Transfer of service (Electricity/ Water) Service Info Service Description This service includes modifying the line / transmission of the connection’s e quipment in the same land. Service Category:  Procedural  Supplementary Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service

36 Conn ection:  Land Clearance Cert
Conn ection:  Land Clearance Certificate clarifying the lines of service within the land.  Copy of valid UAE ID Card of the customer  Valid site plan Application Procedures and Service Procedures  The customer shall submit the application to the Customer Hap piness Center, and pay the fees related to the study of lines transferring.  Issuing the estimated cost invoice  Communicate with the customer for the payment of fees.  Customer must pay the fees within 50 days.  Starting transferring procedures after paying t he fees.  Issue the final invoice  Settlement of amounts and forwarding of balance credit or debit (if any) Continue,, Transfer of service (Electricity/ Water Service Info Limitation of Service All categories Associated Service Municipality Pack age Electricity/ water Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: AED 300/ - in addition to the actual cost of transferring. Time to provide service Average waiting time Average time to complete t he transaction 10 minutes 10 minutes Period to execute the service transaction 10 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Ti ps and suggestions about the service The customer shall obtain a Land Clearance Certificate after the completion of equipment transferring (the services) Transfer of Electricity/ Water meter Service Info Service Description This service includes transfer

37 ring of the meter from place to another
ring of the meter from place to another in the same land. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Submitting the application  Copy of valid UAE ID Card Continue,, Transfer of Electricity/ Water meter Service Info Application Procedures and Service Procedures  The customer shall submit the application to the Customer Happiness Center, and pay the fees.  Issuing the estimated cost invoice (if any)  Communicate with the customer for the payment of fees.  Customer must pay the estimated cost invoice (if any).  Starting transferring procedur es after paying the fees. Limitation of Service All categories Associated Service None Package Electricity/ Water Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: AED 300/ - in addition to the actual cost of materials (if any). Time to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction 10 business days Communicate with the customer durin g the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service The customer shall return the site to its previous condition prior to the transferring. E lectricity/ Water Technic

38 al Drawings Approval
al Drawings Approval Service Info Service Description Studying and approving the technical drawings and wiring specifications at the facility before starting the electricity / water supply procedures. Service Catego ry:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Application for technical drawing s approval  Copy of valid UAE ID Card  Land Clearance Certificate previously approved by FEWA  The technical drawings to be approved.  Valid site plan Service Procedures and Application Procedures  The application shall be submitted by an engineering con sultant approved by the FEWA  Filling the application form attached with the required documents according to the service delivery channel.  Payment the service fees  Sending the application to the technical section  Studying and approving the drawings. Limitation of Service All categories Associated Service Municipalities Package Electricity Application Submission Service Delivery Channels:  Applications could be submitted online through the engineering consultant approved by FEWA  Customer Happiness Centers Electricity Service Fees: Description Fees \ AED From 1KVA to 1000 KVA 300 Above 1000 KVA 3000 Water Service Fees: Description Fees \ AED Ground Floor Boiling/ Villa 100 Multi - storey building / commercial co mplex 400 Time to provide servic

39 e Average waiting time Average time
e Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction 5 business days Continue,, Communicate with the customer during the course of t he procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service The customer may submit the application of connection immediately after approval of the drawings. Land Clearanc e Certificate Service Info Service Description It is an official document issued by the Authority to the applicant clarifying the services provided by the Authority and authorizing the certificate holder to start the preparatory proced ures for the project against the payment of the applicable fees in accordance with the regulations of the Authority. Service Category: Procedural Sub - service Service Type: From Government to Government From Government to Individuals From Govern ment to Business Sector Target Customers All categories Requirements for Service Connection:  Application for land clearance certificate  Copy of valid UAE ID Card  Valid site plan  NOC issued by municipality Service Procedures and Application Procedures  The application shall be submitted by an engineering consultant approved by the FEWA, or by the customer in case of no building constructed.  Filling the application form attached with the required documents according to the service delivery ch annel.  Payment the service fees  Sending the application to the technical

40 section  Studying and approvin
section  Studying and approving the application.  Customer receives SMS upon issuance of the certificate Limitation of Service All categories Associated Service Municipaliti es Package None Continue,, Land Clearance Certificate Application Submission Service Delivery Channels:  Applications could be submitted online through the engineering consultant approved by FEWA  Customer Happiness Centers Electricity Service Fees:  Government and Semi - government authorities are exempted from paying the fees under an agreement or memorandum of understating in this regard. Description Fees \ AED Residential (Citizen) 100 per application Other categories 500 per application New certificate in lieu of lost one 100 Water Service Fees: Description Fees \ AED Residential (Citizen) 100 per application Other categories 500 per application New certificate in lieu of lost one 100 Time to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction 3 business days Communicate with the customer during the course of the p rocedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service The customer shall keep a copy of the certificate to be used upon submitting an application for drawings approval and serv ice connection. Note Please read this notice to avoid the delay in service connection:  The certificate is vali

41 d for 3 months from the date of issue,
d for 3 months from the date of issue, renewable for another 3 months without additional fees for one time only.  The customer may obtain a new certificate in lieu of lost one within a period of 6 months from issuing the certificate against a fee of AED 100  The application for the land clearance certificate cannot be issued for one service only, whether water or electricity.  The customer mu st determine the reason for submitting the application (demolition, construction, infrastructure projects, land’s consolidation). Technical Inspection for Electricity/ Water Meter Service Info Service Description Perform a technical i nspection of the meter to ensure its safety. Service Category:  Procedural  Supplementary Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirem ents for Service Connection: Copy of valid UAE ID Card /ustomer’s account number. Service Procedures  Submitting the application  Payment of applicable fees  Perform the technical inspection  Settlement the due amounts  Notify the customer about the resu lts of inspection Limitation of Service All categories Associated Service None Package Electricity/ Water Application Submission Service Delivery Channels:  Applications could be submitted online through the engineering consultant approve d by FEWA  Customer Happiness Centers Service Fees: AED 500/ - per meter if the inspection proves that the meter is correct. Time

42 to provide service Average waiting ti
to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Perio d to execute the service transaction 10 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestions about the service The custome r must confirm the monthly consumption of the meter. Installation of new meter in lieu of lost one Service Info Service Description Application submitted by the customer or concerned section to install a new meter in lieu of lost one Service Category:  Procedural  Supplementary Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection: None Serv ice Procedures  Submitting the application  Payment of applicable fees  Installment of the new meter  Corwarding the balance to the customer’s account Limitation of Service All categories Associated Service None Package Electricity/ Water Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: AED 100/ - in addition to the price of meter Time to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction 3 business days Communicate with the customer during the course of the procedures Communication channels: • T

43 ext messages • Telephone calls O
ext messages • Telephone calls Obtaining the Services Tips and suggestions about the service Th e customer must be sure of receiving the monthly invoice which includes the monthly consumption of the meter. Permanent disconnectio n of service (Electricity/ Water) Service Info Service Description Application submitted by the customer (owner of facility) to disconnect the service on permanent basis in order to demolish the facility. Service Category:  Procedural  Supplementary Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sect or Target Customers All categories Requirements for Service Connection:  Valid UAE ID Card  Copy of Clearance Certificate  Title Deed  Letter issued by the competent authority (in case of government authorities / business sector) Service Proce dures  Submitting the application  Payment of applicable fees  Removing the meter and cancel it in the system. Limitation of Service All categories Associated Service Municipalities Package Electricity/ Water Application Submission Service De livery Channels: Customer Happiness Centers Service Fees: AED 100/ - per meter Time to provide service Average waiting time Average time to complete the transaction 10 minutes 10 minutes Period to execute the service transaction 10 business days Communicate with the customer during the course of the procedures Communication channels: • Text messages • Telephone calls Obtaining the Services Tips and suggestion

44 s about the service The customer must
s about the service The customer must have a clearance certificate Report ing Emergency Cases (Electricity/ Water) Service Info Service Description weceiving customers’ calls regarding power outages, electrical faults, water outages, water service failures. Service Category:  Procedural  Sub - service Servic e Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection: Telephone number Account number Service Procedures  Calling emergen cy number (991) for Electricity and (992) for Water  Use E - application and report the emergency case and the location will be identified through the application if possible. Limitation of Service All categories Associated Service None Package N one Application Submission Service Delivery Channels:  Calling emergency number (991) for Electricity and (992) for Water  Use the smartphone application (Ablighna)  Call Center 8003392 Service Fees: Free Time to provide service Average waiti ng time to answer the call Average time to get the service 20 seconds 3 hours, 30 minutes Communicate with the customer during the course of the procedures Communication channels: Telephone calls Obtaining the Services Tips and suggestions a bout the service Customer shall make sure that the service has been reconnected. Customers are advised to perform regular maintenance of all internal installations and wirings. Notes In the event of f

45 ire, the customer must submit NOC issued
ire, the customer must submit NOC issued Civil Defe nse before reconnecting electricity supply. Bills Package: Issuing a Clearance Certificate Service Info Service Description An application submitted by customer to obtain a cleara nce certificate from FEWA stating that the customer is not liable for outstanding payments towards FEWA against the account number as provided, or requesting for final invoice in settlement of the account and disconnection of the service while vacating the premises. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Fil ling the application for clearance certificate  Valid UAE ID Card Service Procedures  Customer submits the application through services offices or FEWA Website.  FEWA officer will check the completeness of the required documents, enter the order i n the system and collect the applicable fees.  FEWA officer will visit the site and take the final readings and disconnect the service with putting a sticker of (service disconnected) on the meter.  SMS will be sent to the customer stating the due amount.  Customer shall pay the due amount and receive the clearance certificate. Limitation of Service All categories Associated Service Refund the deposit Package Bills Application Submission Service Delivery Channels:  FEWA Website  Customer Ha ppiness Centers

46 Service Fees: AED 50/ - Time to p
Service Fees: AED 50/ - Time to provide service Average waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Continue,, Issuing a Clearance Certificate Communicate with the customer during the course of the procedures Communicat ion channels:  SMS  Telephone calls  Email Obtaining the Services Tips and suggestions about the service Customer shall make sure of receiving the clearance certificate and the information written therein. Deposit will be refunded after settlement of due amount (if any). Payment of Due Amounts Service Info Service Description The customer should pay the due amount for the electricity and water consumption through main customer services centers, elect ronic payment channels or through external payment channels. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All catego ries Requirements for Service Connection: Account Number Service Procedures  Account number  Collecting the due amount  Issuing a payment receipt Limitation of Service All categories Associated Service Different payment channels Package Bills Application Submission Service Delivery Channels:  Electronic Payment Channels  Customer Happiness Centers  External Payment Channels Service Fees: None Continue,, Payment of Due Amounts Application Submission Time to provide s

47 ervice Average waiting time to provid
ervice Average waiting time to provide the service 10 Minutes Average time to get the service - Average Serving time \ Normal transaction 10 Minutes Depends on the payment channel used for the payment Average Serving time \ Rapid transaction 5 Minutes Communicate with the cus tomer during the course of the procedures Communication channels:  SMS  Email Obtaining the Services Tips and suggestions about the service  Customer shall make sure that the account number is correct.  Paying all outstanding amounts to avoid service dis connection.  Customer shall make sure of paying the exact amount as mentioned in the receipt. paying the due amounts by installmen ts Service Info Service Description An application submitted by customer to pay the due amounts by instal lments such as fines or connection fees Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection: Account number or application number Service Procedures Verifying the data and approve the application Signing the agreements and submitting the cheques to FEWA Limitation of Service All categories Associated Service None Package Bills Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: AED 100/ - for connection fees (commercial, industrial, and freehold) Continue,, paying the due amounts by

48 installmen ts App lication S
installmen ts App lication Submission Time to provide service Average waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Period to execute the service transaction 3 business days Communicate with the customer during the course of the procedures Communication channels:  SMS  Telephone calls Obtaining the Services Tips and suggestions about the service  Customer shall make sure of sufficient fund every month at the maturity date of the cheque.  Customer shall pay the mon thly bills on time in addition to the installment amount. Promise to pay Service Info Service Description An application submitted by customer to delay the service disconnection or service reconnection without payment of the amoun ts due on the account for a specified period during which the customer undertakes to pay the due amounts, provided that the period of postponement is at the minimum. Service Category:  Procedural  Sub - service Service Type:  From Government to Gover nment  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection: Account number Service Procedures  Submitting the application at the customer services centers  Verif ying and creating the application  Application approval  The customer can use this service twice a year only. Limitation of Service All categories Associated Service None Package Bills Continue,, Promise to pay Appl

49 ication Submissi on Service Delivery
ication Submissi on Service Delivery Channels: Customer Happiness Centers Service Fees: None Time to provide service Average waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Period to execute the service transacti on 3 business days Communicat e with the customer during the course of the procedures Communication channels: Customer Happiness Centers Obtaining the Services Tips and suggestions about the service Customer shall make sure of payment of the due amo unt within the agreed period to avoid the service disconnection. Transferri ng credit balance in the account Service Info Service Description An application submitted by customer to transfer the credit balance in its account to anothe r accounts registered in its name. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Original receipt in case of wrong payment  Copy of UAE ID Card Service Procedures  Submitting the required documents  Creating the application by the front office  Verifying and approving the application Limitation of Service All categories Associated Service None Package Bills Application Submission Service Delivery Channels: Customer Happiness Centers Transferri ng credit balance in the account Application Submission Service Fees: None Time to provide se rvice Average

50 waiting time to provide the service
waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Period to execute the service transaction 2 business days Communicat e with the customer during the course of the procedures Communication channels: SMS Obtaining the Services Tips and suggestions about the service  Customer shall make sure of receiving the monthly bills and to ensure that the information contained therein is correct.  In order to facilitate access to services, please reg ister in the FEWA App, which is a platform for tracking and payment of invoices and obtaining other services available on the Authority's website. Refund of credit balance in the account Service Info Service Description An application submitte d by customer to refund the credit balance in its account Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Copy of UAE ID Card  Trade license for companies Service Procedures  Submitting the required documents  Verifying and approving the application Limitation of Service All categories Associated Service Non e Package Bills Continue,, Refund of credit balance in the account Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: None Time to provide service Average waiting time to provide the service Ave rage time to get the service 10 Minutes 10

51 Minutes Period to execute the servi
Minutes Period to execute the service transaction 2 business days Communicat e with the customer during the course of the procedures Communication channels: SMS Obtaining the Services Tips and s uggestions about the service  Customer shall make sure of receiving the monthly bills and to ensure that the information contained therein is correct.  In order to facilitate access to services, please register in the FEWA App, which is a platform for track ing and payment of invoices and obtaining other services available on the Authority's website. Notes  Please read this notice to avoid delay in service connection:  The customer may refund the credit balance if he pays the invoice of estimated cost for connecting the service (if the final invoice value is lower) and the amount will be returned to the customer according to the following:  Up to AED 5,000 at the Customer Happiness Center  Over AED 5000 by cheque through FEWA head office. Custo mer Service Package: Receive and respond to customer feedback Service Info Service Description Inquiries, notes, and suggestions received from customers in relation to FEWA services Service Category:  Information  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Customer account number  Mobile number Service Procedures Submitting the app lication through the service channels Limitation of Service

52 All categories Associated Service No
All categories Associated Service None Package Customer relationship Application Submission Service Delivery Channels:  Customer Happiness Centers  FEWA Website  Call Center  Smart A pps  Social Networking Channels  Email Service Fees: None Time to provide service Average waiting time to provide the service Average time to get the service None None Period to execute the service transaction 5 business days to respond the fee dback 14 business days to respond the suggestions Communicate with the customer during the course of the procedures Communication channels:  Email  Phone calls  SMS Obtaining the Services Tips and suggestions about the service  Customer shall make sure o f receiving the reference number related to the feedback or suggestion.  Customer shall submit the following information:  /ustomer’s bame  Phone Number  Details of Feedback or Suggestion Service Activation Service Info Service Descri ption An application submitted by the landlord or the tenant to reactivate the electricity / water service in the facility after paying all due amounts by the previous tenant, for the purpose of using the facility again. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Reactivation Application signed by the customer / stamped in case of t

53 rade licenses  Copy of UAE ID Car
rade licenses  Copy of UAE ID Card  Duly attested lease contract  Trade license for companies attached with the tartners’ Appendix. Service Procedures  Submitting the application through the customer service centers or FEWA Webs ite  Verifying the application and paying the fees and reactivate the service.  The service will be reactivated within 24 hours Limitation of Service All categories Associated Service None Package Customer relationship Application Submissi on Service Delivery Channels:  Customer Happiness Centers  FEWA Website Service Fees: AED 50/ - in addition the deposit Time to provide service Average waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Period to execute the service transaction Within 24 h ours Continue,, Service Activation Communicate with the customer during the course of the procedures Communication channels:  Phone calls  SMS Obtaining the Services Tips and suggestions about the service  Customer shall ma ke sure of receiving the monthly bills and to ensure that the information contained therein is correct  In order to facilitate access to services, please register in the FEWA App. Notes  Please read this notice to avoid delay in service connection:  Si gnatures in the application must be identical to the signatures in UAE ID Card and passport.  The application and lease contract must be signed and stamped by the company for holders of trade licenses Changing the owner’s name

54 Service Info
Service Info Service Des cription An application submitted by customer to change the name of the facility’s owner to his name under a title deed. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From G overnment to Business Sector Target Customers All categories Requirements for Service Connection:  Title Deed/ NOC issued by the municipality.  Land Plan  New Owner UAE ID Card  Signing the application and undertakings Service Procedures  Subm itting the application to the Front Office  Verifying and creating the application,  Paying the applicable fees. Limitation of Service All categories Associated Service None Package Customer relationship Continue,, Changing the owner’s name Application Submission Service D elivery Channels: Customer Happiness Centers Service Fees: AED 50/ - in addition the deposit (if any) Time to provide service Average waiting time to provide the service Average time to get the service 10 Minutes 10 Minutes Period to ex ecute the service transaction 3 business days Communicate with the customer during the course of the procedures Communication channels: SMS Obtaining the Services Tips and suggestions about the service  Customer shall make sure of receiving the mont hly bills and to ensure that the information contained therein is correct  In order to facilitate access to services, please register in the FEWA App. Notes  Please read thi

55 s notice to avoid delay in service conne
s notice to avoid delay in service connection:  The customer shall close the acc ount if there is no tenant in the facility. To Whom It May Concern Certificate Service Info Service Description An application submitted by customer to obtain To Whom It May Concern Certificate in respect of payment of all outstanding amounts to date without disconnection of service or closing the account. Service Category:  Procedural  Sub - service Service Type:  From Government to Government  From Government to Individuals  From Government to Business Sector Target Customers All categories Requirements for Service Connection:  Customer UAE ID Card if the customer holds an account with FEWA  Proving the current place of residence if the customer does not hold an account with FEWA To Whom It May Concern Certificate Service Info Service Procedures  Submitting the application and requ ired documents to Customer Happiness Center  Verifying the documents and creating the application,  Paying the applicable fees.  Application Approval and issuing the Certificate Limitation of Service All categories Associated Service None P ackage Customer relationship Application Submission Service Delivery Channels: Customer Happiness Centers Service Fees: AED 50/ - Time to provide service Average waiting time to provide the service Average time to get the service 10 Mi nutes 10 Minutes Period to execute the service transaction 3 business days Communicat e with the customer during the cours

56 e of the procedures Communication
e of the procedures Communication channels: SMS Obtaining the Services Tips and suggestions about the service Customer shal l make sure of payment the last bill if he holds an account with FEWA Proving the current place of residence if the customer does not hold an account with FEWA (electricity bill or lease contract) Notes To obtain this service, the customer’s data sh all be updated in the system Meters Fees Monthly rental fee of the meter Electricity Service Meter Type Fees \ AED Single Phase Meter 5 3 Phases Meter (25 - 100 Ampere) 10 3 Phases Meter (5/200 - 400 Ampere) 20 3 Phases Meter (5/200 - 400 Amp ere and above) 50 Meter with current transformer on 11 KV 100 Meter with current transformer on 33 KV 200 Meter with high current transformer on 132 KV 300 Water Service Meter Type Fees \ AED Meter 15 mm 2 Meter 25 mm 5 Mete r 50 mm & above 20 Meter 80 mm & above 50 Deposits: The amount paid by the customer to FEWA against the consumption of electricity and water, which is equivalent to part of the pre - determined consumption value according to the type of meter or tariff price. (The Deposits may be accepted by cash or cheques, provided that it shall not be postdated cheque or by credit cards) Deposits for Permanent Connections Electricity Service Meter Type Fees \ AED Single Phase Meter 1000 3 Phases Meter ( 25 - 100 Ampere) 1500 3 Phases Meter (5/200 - 400 Ampere) 15000 3 Phases Meter (5/400 Ampere and above) 50000 Meter with current transformer on 11 KV

57 75000 Meter with current transforme
75000 Meter with current transformer on 33 KV 120000 Meter with high current t ransformer on 132 KV 150000 Water Service Meter Type Fees \ AED Meter 15 mm 500 Meter 25 mm 2000 Meter 50 mm & above 10000 Meter 80 mm & above 20000 Deposits for Temporary Connections Electricity Service Meter Type Fees \ AED Singl e Phase Meter 2000 3 Phases Meter (25 - 100 Ampere) 3000 3 Phases Meter (5/200 - 400 Ampere) 15000 3 Phases Meter (5/200 - 400 Ampere and above) 50000 Meter with current transformer on 11 KV 75000 Meter with current transformer on 33 KV 120000 Meter with high current transformer on 132 KV 150000 Water Service Meter Type Fees \ AED Meter 15 mm 5000 Meter 25 mm 10000 Meter 50 mm & above 15000 Meter 80 mm & above 25000 Call Center (Customer Service D epartment) The Call Center provides the best services through the use of latest technologies in order to meet the needs of customers and provide the best services in accordance with the highest standards of quality, efficiency and effectiveness. FEWA prov ided an additional channel for customers by launching the Call Center 800 - 3392 on 10/10/2010. The Call Center is equipped with the latest technical systems to meet the needs of customers and provide a distinctive experience for them. The Call Center opera tes on all days of the week and during public holidays from 7:00 am to 5:00 pm. The Call Center receives all customer inquiries, suggestions and feedback as well as complaints through several channels including: - Phone calls - Live Chat - FEWA Email The Call C enter is comm

58 itted to providing the highest standards
itted to providing the highest standards of quality and professionalism in responding to customers through a qualified staff and through applying the best practices in evaluating employees to achieve outstanding performance to reflect the posi tive image of the Authority, and to meet the directives of the government. The Call Center receives all inquiries and observations from customers about all the services of FEWA in addition to recording suggestions and complaints. Moreover, the staff of th e Call Center receives the requests for reconnecting the disconnected service after paying the fees by following the relevant procedures. Key functions of the Call Center include:  Receiving and responding to customer inquiries about all the services of FEWA  Receiving and responding to customer feedback  Registering customer suggestions  Receiving and registering electricity and water emergency calls  Handling the requests for reconnecting services due to non - payment. Rules & Regulations for Contractual Re lationship First: General Conditions of the Contractual Relationship 1. The contractual relationship between FEWA and the owners or tenants of the premises shall be established from the date of submitting the application for supplying / activating the electr icity and water services and issuing the initial approval by FEWA according to the forms prepared for this purpose. 2. The contractual relationship between both parties shall be subject to the provision of electricity and/or water service to the customer in accordance with the applicable regulations of FEWA, in a manner not inconsistent with the applicable laws and regula

59 tions in the United Arab Emirates. 3.
tions in the United Arab Emirates. 3. The terms and conditions described herein apply to the contractual relationship between both parties in o rder to provide or continue to provide the customer with electricity and/or water services. 4. The contractual relationship shall remain in force until terminated by either or both parties in accordance with the terms and conditions of the contractual relatio nship. Second: Obligations of FEWA against the owners or tenants of premises: 1. The service provided by FEWA to the owners and tenants conforms to the minimum with the applicable rules and regulations of FEWA in respect of providing of electricity and wate r services through the network of FEWA or any of its branches. 2. Providing electricity and water services of high quality to meet all customer requirements. 3. Reading the meter s regularly every month. 4. Sending monthly bills to all customers at their addresses according to the updated database in the system. 5. Providing multiple channels for payment of monthly bills, and to inform customers of these channels through the Authority's website, the Call Center and all Authority's offices in the United Arab Emirates. Third: Customer participation in the service under the contractual relationship is classified into two categories:  First Category: If the customer is the owner of the premises  Second Category: if the customer is the tenant of the premises First Category : If the customer is the owner of the premises 1. The customer undertakes to fill the form approved by FEWA, under which the contractual relationship between the customer and FEWA is established to provide the customer with

60 electricity and/or water services. 2.
electricity and/or water services. 2. The customer shall provide FEWA with the necessary information and documents in order to update the data. 3. The customer shall comply with all applicable laws and regulations of FEWA in relation to the provision of water and electricity services and subseq uent procedures for the delivery of the service. 4. The customer shall pay all applicable fees before the delivery of the service. 5. The customer undertakes to ensure safe access for FEWA employees for meter readings, and for any other visits, if necessary. 6. The customer undertakes to pay the monthly bills on regular basis in accordance with the applicable regulations in this regard. 7. If the customer failed to pay the bills on regular basis, the service will be disconnected according to the applicable regulations. 8. In the event of any difficulties in the payment process, the customer shall notify the Authority to request assistance. In the event of failure to notify the Authority, any amounts due in the customer's account will be considered as overdue and the servic e will be disconnected. 9. If the employee couldn’t read the meter for two consecutive months, the service will be disconnected. 10. The customer shall notify the Authority of any changes to the data of the accounts registered in his name with the Authority. 11. The service will be disconnected if the account is transferred to another person without the Authority's approval. 12. In case of failure to issue a clearance certificate, all due amounts will be charged in addition to any other damages incurred by the Authority during and before the evacuation of the premises. 13. If the pre

61 mises was sold/ leased to any other pers
mises was sold/ leased to any other person, the customer shall: 13 - 1 notifies the Authority of the sale/ lease transaction within 48 hours from the date of the transaction. 13 - 2 provides the Auth ority with the contract of sale / lease and any other documents required by the Authority. 13 - 3 Upon the termination of lease contract or evacuation the premise, the customer (tenant) must obtain a clearance certificate from the Authority as of the date of evacuation. 13 - 4 The owner shall not hold responsible before the authority if he:  Notified the Authority of all changes or updates made to the premises’ account.  Notified the Authority of the evacuation of premises by the customer (tenant) without obtai ning clearance certificate.  The owner will be held responsible for any dues or fines on the account, in case of failure to notify the Authority. 14. The owner may not leave the account registered in his/her name on the premises that have been leased or sold to others, without informing the Authority, and in such case the owner shall be liable for any fees and fines due on the account and any other damages that may be caused to the Authority’ equipment. 15. The owner may not request disconnection of service in th e leased premises, if the tenant (customer) holds a valid tenancy contract, updates his/her data in the system, pays monthly bills on regular bases, and there are no violations on the account. 16. If there is an agreement between the owner and tenant (customer ) under the lease contract, that the owner shall be responsible for the payment of electricity and water bills; in this case, the Authority shall terminate the service for

62 the leased premise in case of the failu
the leased premise in case of the failure to pay the bills on regular basis regardle ss of the agreement between the owner and the tenant. Second Category: If the customer is the tenant of the premises : 1. The customer shall provide FEWA with the necessary information and documents in order to update the data and register the customer in t he system. 2. The Tenant undertakes to maintain the properties of the Authority (meters and equipment) and all other installations within the premises. 3. The tenant must allow FEWA’s employees to enter into the premises to take the meter readings. The Tenant shall hold full responsibility if the employees were not able to read the meter. 4. The tenant undertakes to pay the monthly invoices in addition to any fines imposed during the contract period. 5. If the tenant is a company or a commercial establishment, the te nant shall provide the Authority with a copy of the trade license and the name of the licensee to update the data in the system. 6. The tenant may not evacuate the leased premises without obtaining clearance certificate from the Authority. 7. In case of failure to obtain the clearance certificate, the Authority will take all legal proceedings against the tenant. Fourth: Termination of Contractual Relationship: 1. Either or both parties may terminate the contractual relationship in accordance with the terms and cond itions set forth herein. 2. The Authority may terminate the contractual relationship if the customer violates any of the terms and conditions of contractual relationship. 3. The Authority may terminate the contractual relationship in order to preserve safety and security of the pub

63 lic and its staff, if there are any risk
lic and its staff, if there are any risks in continuing the service, or exigent circumstances such as natural disasters which are beyond the Authority’s control. 4. The customer has the right to terminate the contractual relationship if he does not need the service provided that all the due amounts are paid to the Authority. 5. The contractual relationship shall be terminated upon issuance of a final judgment from competent courts, for which the Authority is bound to implement. 6. In case of a ny dispute between the Authority and the customer (Owner/Tenant), such dispute shall be resolved amicably. In case of failure to resolve the dispute, the Authority will have the final authority in resolving the dispute and terminate the contractual relatio nship. 7. The Authority may change, modify, redraft, add or delete any of the terms and conditions of the contractual relationship without notice to the customer. Such change or modification shall take effect from the date of issue, without prejudice to the r ights conferred to the customer or causing any serious damages to the customer as a result of such change or modification as the Authority deems fit in each case. 8. In all abovementioned cases which result in the termination of contractual relationship, th e owner/tenant liability to pay all due fees and bills, which are not fully collected or subsequently issued as fines for violations despite the termination of the contractual relationship, shall continue and the Authority shall have the right over (owner/ tenant) to withhold deposit amount till the settlement of all dues. Moreover, the customer must allow the Authority’s employees to enter into the premises

64 to take final readings and remove meter
to take final readings and remove meters and other equipment. The Violations Breach of the terms & conditions of connection: Description of Violation Penalty Amount /AED Electricity Water - Breach of the terms & conditions of connection except for the terms of connection for consumption categories, freehold and expatriates, which will be mentioned later. - Loss of meter, or transferring the meter by the customer, etc. 2000 1000 Illegal Additional Loads Description of Violation Loads Penalty Amount /AED - The customer adds an illegal load by penetrating the meter without following the approved pro cedures or without obtaining prior permission from the Authority. - The amount of penalty shall be determined according to the additional illegal loads (for electricity only) - Increase loads by 50 KVA or lower on low pressure - Increase loads by more than 50 KVA or less on low pressure - Increase loads by 100 KVA or less on average pressure - Increase loads by more than 100 KVA on medium pressure 3000 4000 5000 6000 Providing service to others through customer’s own meter: Description of Violation P enalty Amount /AED Electricity Water The customer provides the service to others through the customer’s meter. The period and amount of penalty shall be determined according to the type of meter. 2000 1000 Illegal Connection of Service: Description of Violation Penalty Amount /AED Electricity Water Any person or entity connect the electricity to the premises from the Authority's network without passing the approved m

65 eter by the Authority or without obtain
eter by the Authority or without obtaining prior permission from the Authority. 10 000 5000 Restoring service disconnected by FEWA: Description of Violation Penalty Amount /AED Electricity Water The customer, either by himself or through another party, restores the service disconcerted by the Authority for any reason without the p rior permission of the Authority 3000 1000 Meter / connection tampering in an attempt to change the reading: Description of Violation Amount of Penalty/ AED Penalty Period & Consumption Difference Electricity Water Customer tampers the Mete r / connection in an attempt to change the reading 2000 1000 - If the period of consumption reduction is determined, the consumption difference is calculated by the percentage of consumption reduction resulting from meter tampering. - If the period of consumpt ion reduction cannot be determined, the depreciation difference is calculated on the basis of the monthly consumption rate recorded in the customer's account after the technical adjustment. Meter tampering without affecting the reading: Description of Violation Penalty Amount /AED Electricity Water The customer tampers the meter without affecting the reading 1000 500 Violation the rules of connection to a citizen’s accommodation (Electricity/ Water) Electricity Required Procedure Type 1 : The customer exploits the establishment for commercial, investment, industrial or agricultural purposes, freehold, or any other activities, or to sell or lease the establishment or to another citizen. - Payment the difference of delivery fees according to the new

66 category - Changing of the consumer
category - Changing of the consumer category from citizen accommodation to the relevant category Type 2 : If the activity is transferred to according to one of the above mentioned cases and the additional connections stipulated in the list of revenue s and operations of customer services The new connection / activation of the new account for the customer is executed on the basis of a citizen's accommodation Type 3 : The citizen sells or leases the premises to another citizen for the first time for the purpose of citizen accommodation. There is no difference in the connection fees or consumption if the sold / leased premises are not the first accommodation for the buyer / tenant. The difference in connection or consumption fees (if any) shall be paid ac cording to the category to which the account was transferred. Description of Violation Required Procedure Farms/ Citizen Rest Houses The citizen leases/sells the premises to which the service is connected on agricultural/ rest house basis to anothe r citizen to practice different activity (commercial / investment / selling / leasing / freehold) - The difference in connection fees (if any) shall be paid according to the category to which the account was transferred. - The difference in consumption (if a ny) shall be paid, and the period is determined by competent section. Resident Accommodation The customer sells / leases the premises to which the electricity / water service is connected to on the basis of resident accommodation to: - Freehold Categor y - Commercial / Industrial / Agricultural / Investment Category - The difference in connection fees shall be paid on

67 the basis of freehold for all cases.
the basis of freehold for all cases. - The difference in consumption shall be paid, and the period is determined by competent section on t he basis of new category. Freehold/ Expatriates The Violations 1. In case of connection to the citizen on commercial, industrial, and investment basis, and the citizen sells the premises to an expatriate, and classification of the consumer category c hanged to freehold and expatriate 2. In the event that the premise are found to be under the category of freehold, joint ownership or expatriate ownership at the date of connection. 3. Activation of account for the new tenant - The price tariff shall be changed directly to 45 fils - The difference in connection fees (if any) shall be paid - The difference in consumption (if any) shall be paid retroactively. - Providing the Authority with a lease contract duly attested by the municipality to verify the owner's name and verify that there is no violation of the connection rules to the category of freehold and expatriate ownership. Violations due to faulty connection The cases resulting from a technical error in the connection either by the Authority’s employee or the customer due to error or negligence. In such cases it is not possible to determine if the meter was tampered to reduce the consumption of electricity/ water. Electricity: - The difference in consumption shall be calculated according to the percentage of consumption reduction resulting from the faulty connection. - If the relevant period is not specified, difference in consumption shall be calculated on the basis of a period of one year for the o

68 ld cases or based on the date of conn
ld cases or based on the date of connection for the new ca ses, provided that the period is not less than one year. Water: - The difference in consumption shall be calculated for the period preceding the discovery of the error based on the classification of the facility and the type of meter. - If the relevant period is not specified, difference in consumption shall be calculated on the basis of a period of one year for the old cases or based on the date of connection for the new cases, provided that the period is not less than one year. Electronic Services FEWA offers many electronic services to customers to facilitate the required service. There are 12 services available through the smart phone application and another 12 services available through the FEWA Website. List of services provided through the Sm art App No Service Name 1 Accounts & Payments 2 Clearance Certificate 3 Drawings Approval (Electricity) 4 Drawings Approval (Water) 5 Land Clearance Certificate (Electricity) 6 Land Clearance Certificate (Water) 7 Request New Connection (Electricit y) 8 Request New Connection (Water) 9 Request to activate the service for the new customer 10 Reconnection of Disconnected Service 11 Complaints & Suggestions 12 Report Emergency Faults (Ablighna) Price Tariff : Price Tariff for Electricity Service Price Tariff for Water Service Category Monthly Consumption KW/H Tariff (Fils) per KW Fees (Fils) Total Tariff (Fils) Monthly Consumption (m 3 ) Tariff (AED) Citizen Accommodation One Group 7.5 - 7.5 One Group 3.3 Farms & Rest Houses One Group 7.5 -

69 7.5 Up to 45 4.4 More than 45
7.5 Up to 45 4.4 More than 45 6.6 Resident Accommodation Up to 2000 23 (+5) 28 Up to 27 7.7 2001 - 4000 28 33 27 - 55 8.8 4001 - 6000 32 37 More than 55 10.12 More than 6000 38 43 Commercial Up to 2000 23 28 Up to 45 7.7 2001 - 4000 28 33 45 - 91 8.8 4001 - 6000 32 37 More than 91 10.12 More than 6000 38 43 Government Up to 10000 23 28 Up to 45 7.7 More than 10000 38 43 45 - 91 8.8 More than 91 10.12 Industrial One group 40 (+4) 44 Up to 45 7.7 45 - 91 8.8 More than 91 10.12 Freehold & Expatriates One group 45 - 45 According to each consumption category As per the current tariff for every group Temporary Connection One group 50 - 50 One group 11.00 Bills Payment Channels FEWA provides the cus tomers with multiple options for payment wherever they are and at any time. Green Bill: Payment the bill through different channels: Customer can register in Green Bill via  Electronic services  Customer Happiness Centers  Smart phone application The custome r may easily log in through the website of the Authority by entering the customer code and ID / Passport Number. Advantages of Green Bill  Environment - friendly in line with sustainability goals and vision  Receive your bill in short time  Easy to save the bill in e - mail to return to it at any time  Reduce the risk of transferring personal information Conservation of Electricity and Water Consumption  UAE has high water consumption level more than twice the global average

70 . Therefore, the Authority launched t h
. Therefore, the Authority launched t he conservation initiative to reduce the consumption of electricity and water. Customers can participate in Conservation Award by visiting the Authority website.  Conservation Department established in 2014 under FEWA Board of Directors Decision No. 6/2014 dated 20 March 2014 to assume the following responsibilities:  Prepare, lead and manage the FEWA Strategy of Electricity and Water Conservation.  Participation in public awareness campaigns and educational activities.  Communicate and cooperate with the reg ulatory authorities concerned with the conservation of electricity and water in UAE.  Representing the FEWA in local and regional conferences on the conservation of electricity and water.  Encouraging partnership with leading technology and energy companie s working in the water and electricity rationalization technologies.  Setting rules and regulations for water and electricity conservation.  Supervise research and development and identifying the applied economic techniques and methods that can be introduce d into society in order to conserve electricity and water.  Review feasibility studies and cost estimates related to the rationalization of electricity and water.  Review energy efficiency reports related to high energy consumption by customers, and ensure implementation and promotion of energy efficiency solutions.  Conduct research and analysis on the performance of equipment, methods, and tools and issue the reports in this respect.  Launching initiatives.  Launching awareness campaigns on electricity and water rationalization for different ca

71 tegories of customers.  Increasin
tegories of customers.  Increasing the efficiency of water consumption for customers in different sectors  Reducing electricity and water consumption in citizens' homes (Your Home Care Initiative)  Develop strategic part nerships with public and private sectors to converse electricity and water in the areas served by the Authority.  Promote the adoption of modern technologies to converse electricity and water and encourage the use of clean energy.  Installing water saving de vices for customers in the residential accommodation category.  FEWA decided to install rationalization devices for all citizens in the category of citizen accommodation in the light of high voluntary participation of customers and the results achieved in t he first round of Conservation Award. FEWA has signed two contracts, with contractors specialized in the installation of water - saving devices for at least 63,000 houses.  Installing water - saving devices in schools and mosques that consume water at high rate s.  FEWA installed water - saving devices in 60 mosques and 6 schools. Also, FEWA installed water - saving devices for the strategic partners.  Developing and issuing the regulations and requirements for linking Photovoltaic Power Systems (PV System) to the ne twork of FEWA.  A committee has been formed to prepare the requirements and specifications of connecting the PV panels with the FEWA electricity distribution network in order to encourage customers to install PV panels and enable them to contribute to the p roduction of clean electric power to meet their daily needs, and to export the surplus to the Authority's network to distribute electrici

72 ty according to the standards that ensu
ty according to the standards that ensure the safety and efficiency of the network. What to do in the following situa tions: 1. Technical Faults Call the emergency center on 991 for electricity technical faults and 992 for water technical faults, call emergency centers on the numbers described herein. Call the Call Center between 7:00 am and 5:00 pm on all days of the w eek. 2. Reconnection the Service after payment of bills: If the service is disconnected due to non - payment of the bill: Customers can pay the bill through one of the payment channels available in this Directory. If the bill is paid through an external payment channel excluding Service Cementers or ATMs, please contact the Call Center or Emergency Center to request the reconnection of service. If the service is not reconnected within 2 hours, please call the Call Center between 7:00 am and 5:00 pm on al l days of the week or call the emergency center. FEWA will impose a penalty if the customer reconnected the service by himself without paying the bill. 3. Evacuation of the premises (The tenant) Customer shall visit the nearest service center to apply f or the final bill and clearance certificate Customer must pay the final bill Customer shall obtain clearance certificate from FEWA Customer can access the service through the FEWA Website or smart phone application. 4. New Tenant If you would like to ren t a new facility, you must do the following:  Visit the nearest service center to apply for activation of service for a new tenant.  Pay the service fees and deposit.  Sign the undertakings and complete the documents.  Register and update the data 

73 Customer ca n access the service throug
Customer ca n access the service through the FEWA Website or smart phone application.  Reconnection of the service without complying with the above procedures is considered a violation of applicable conditions of the Authority. General Notes: Please read the following notices to avoid delay in service connection:  Signatures in the application must be identical to the signatures in the valid UAE ID Card.  Emirates ID Card is necessary to apply for services, and in case of renewal ID Card, the customer shall submit the ID Card renewal form with the application.  In case of powers of attorney, the customer shall submit the original copy of the power of attorney duly attested by the Ministry of Justice in the United Arab Emirates or the Ministry of Foreign Affairs in th e UAE if the power of attorney is issued outside the UAE.  In case of absence of the customer, the attorney must submit a copy of his Emirates ID Card.  The customer shall pay the fees if he desires to change in the facility’s activity, to which the elect ricity service was connected on the basis of citizen accommodation.  FEWA discounts 40% of the fees in favor of citizens working in the private sector carrying Absher Card, according to the following conditions: o This discount applies only to the citizens who hold family book (Khulasat Al Qaid) and working in private sector. o The employer must be registered with the Ministry of Labor. o The citizen must submit a certificate issued by the employer and attested by the Ministry of Labor. o The citizen must be e mployed in his current job in the private sector for a period of not le