ServiceGuide PDF

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 objective 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 activities or operations performed by federal

departments or through other bodies to meet the needs of
customers.
 Structure of Services
Main Service : The range of services covering all sub-services and
supplementary services such as electricity service.
Sub-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 services 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 Federal 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 as 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 issuing
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
welfare 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 Services: 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 authorities.
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 provided 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 benefit 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 authorities.
Service Requirements: Terms and conditions or any documents required to be submitted by

the customer in order to 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: The 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 services.
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.
Protected 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 constructed 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 authorities 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.
Permanent Connection: connection of electricity and water on permanent basis by FEWA

to customers by using the electricity and water network owned or operated by 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 by 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, and 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 Consumer 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 industrial 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 owned by citizens and constructed 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 of electricity and water on permanent basis by
Description FEWA to customers by using the electricity and water network
owned or operated by FEWA.
Service Procedural
Category:
Sub-service
Service Type: From Government to Individuals
New Target UAE Citizens

Customers
Service Info  Connection application form signed by the owner and
Connection stamped by the approved engineering consultant.
 Signed undertaking to comply with rules and
for regulations of connection, and signed undertaking for
Requirements rules and regulations of contractual relationship.
for Service
 Copy of valid UAE ID Card
Residential Connection
 Copy of the family book (Khulasat Al Qaid) (if the
citizen holds more than one residential account)
(Citizen)  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 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 electricity
and water)
 Copy of the accreditation license of engineering
consultant and electrical contractor.
Service  The application shall be submitted by an engineering
Procedures 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  Filling the application form attached with the required
Procedures documents according to the service delivery channel.
 Issuing the customer's estimated cost invoice and
communicate with the customer for the payment of
fees.
Continued,,  Customer must pay the fees within 50 days.
Service Info  The customer / electrical contractor must submit an
New application for building inspection when the building is
completed, attached with the completion certificate if
required.
Connection  Starting connection procedures in coordination with
the main contractor / electrical contractor
 Issue the final invoice
for  Provide the facility with the service
Limitation of This service for residential units of citizens only.
Service
Residential Associated Municipalities
Service
Package Electricity/ Water Package
(Citizen) Service  Applications could be submitted online through the
Delivery engineering consultant approved by FEWA
Channels:  Customer Happiness Centers
Electricity AED 300 per KVA
Service Fees:
Meter Type Fees \ AED
Application
15 mm 2500
Submission Water Service 25 mm 3000
Fees: 50 mm 10000
80 mm and above 20000
Average waiting time Average time to
Time to complete the
provide transaction
service 10 minutes 30 minutes
Period to 20 business days
execute the
service
transaction
Communicate • Text messages
with the Communicatio • Telephone calls
customer n channels
during the
Continued,, procedures
 Payment of the delivery fees within the specified
New Tips and period (50) days in order to avoid the cancellation of
Obtaining the suggestions application.
Connection Services about the  Customer shall notify FEWA in case of changing nature
service of the establishment’s activity in order to avoid fines
and penalties.
for  FEWA discounts 40% of the fees in favor of citizens
working in the private sector carrying Absher Card,
Residential according to the following conditions:
 This discount applies only to citizens who hold family
book (Khulasat Al Qaid) and working in private sector.
(Citizen)  The employer must be registered with the Ministry of
Notes
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
Connection of electricity and water on

Houses for Service permanent basis by FEWA to customers by
UAE Citizens Description using the electricity and water network
constructed owned or operated by FEWA.
by Service  Procedural
Service Info
government Category:  Sub-service
and non- Service Type:  From Government to Government
government  From Government to Business Sector
authorities Target UAE Citizens
Customers
 Connection application form signed
and stamped by the approved
engineering consultant and the
related authority.
 Valid site plan
 Building Permit (Upon request)
 Certificate of completion before
Requirements for connection of service
Service  Undertaking Letter to pay the
Connection: connection fees by the applicant.
Continue,,  Load card stamped by the electrical
contractor and engineering consultant
approved by FEWA (for electricity
Houses for services)
 Copy of the accreditation license of
engineering consultant and electrical
UAE Citizens contractor
 The contract between the engineering
consultant and the concerned
constructed authority
 Land Clearance Certificate previously
approved by FEWA.
by  Technical drawings approved by
FEWA (for electricity and water)
Service Info The application shall be submitted by an
Service engineering consultant approved by the FEWA
government Procedures or by the main contractor for buildings.
 Filling the application form attached
with the required documents
and non-
according to the service delivery
channel.
 Issuing the estimated cost invoice and
government
communicate with the concerned
authority for the payment of fees.
Application
Procedures  Payment of estimated cost invoice by
authorities
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.
 Starting connection procedures in
coordination with the main contractor
/ electrical contractor
Continue,,  Issue the final invoice
 Provide the facility with the service.
 Settlement of amounts and
Application
Houses for Procedures forwarding of balance credit or debit
(if any)
 The beneficiary shall visit the
UAE Citizens Service Info Customer Happiness Center to
activate the account and pay the fees
and deposit (if any) after providing
constructed FEWA with building handing over
certificate.
Limitation of This service for residential units of citizens
by Service only.
Municipalities
Associated
government Service
Service Delivery - Applications could be submitted
Channels: online through the engineering
and non-
consultant approved by FEWA
- Customer Happiness Centers
Electricity AED 300 per KVA
government Service Fees:
Application Submission Water Service Meter Type Fees
Fees: 15 mm AED 2500
authorities 25 mm AED 3000
50 mm AED 10000
80 mm and above AED 20000
Time to provide Average waiting Average time to
service time complete the
transaction
10 minutes 30 minutes
Period to execute 20 business days
the service
transaction
Communicate with the Communication • Text messages
customer during the course channels: • Telephone calls
of the procedures
 Payment of the delivery fees within
the specified period (50) days in order
Continue,, to avoid the cancellation of
Tips and application.
Houses for
Obtaining the Services suggestions about  Citizen shall notify FEWA after
UAE Citizens the service connection of the service and provide
constructed FEWA with handing over certificate
and UAE ID Card in order to sign the
by required documents and activate the
government account.
and non-  Please read this notice to avoid delay
in service connection:
government  Connection application shall be
Notes submitted 6 months at least before
authorities
the project’s completion date

Service permanent basis by FEWA to customers by
Description using the electricity and water network
Permanent Service Category:  Procedural
Connection  Sub-service
for Ranches,  From Government to Government
wells,  From Government to Individuals
Protected Service Info
Service Type:  From Government to Business Sector
Areas, and Target Customers All customers
premises  Connection application form signed
by the owner and stamped by the
located in Requirements for approved engineering consultant
rugged Service when the premises were
mountain Connection: constructed.
places, dunes  Signed undertaking to comply with
or valleys rules and regulations of connection,
and signed undertaking for rules and
regulations of contractual
relationship.
 Title Deed (if any)
Requirements for
 Valid permanent site plan
Service
 Building permit (upon submitting the
Connection: application, if any)
Continue,,  Certificate of completion before
connection of service, or NOC from
the Municipality if no building is
Permanent constructed.
 Load card stamped by the electrical
Connection contractor and engineering
consultant approved by FEWA (for
electricity services)
for Ranches,  The trade license of the engineering
consultant and electrical contractor.
wells,  Land Clearance Certificate previously
approved by FEWA.
 Technical drawings approved by
Protected FEWA (for electricity and water)
The application shall be submitted by an
Service Info
Areas, and engineering consultant approved by the
Service FEWA or by the main contractor for the new
Procedures buildings, or by the electrical contractor for
premises applications to add services without new
buildings.
located in  Filling the application form attached
with the required documents
rugged channel.
 Issuing the customer's estimated cost
invoice and communicate with the
mountain
customer for the payment of fees.
Application
Procedures  Customer must pay the fees within
places, dunes 50 days.
 The customer / electrical contractor
or valleys
coordination with the main
contractor / electrical contractor
Application  Provide the facility with the service.
Continue,, Procedures
 Settlement of amounts and
Permanent forwarding of balance credit or debit
Service Info (if any)
Connection  Activate the account and payment of
deposit (if any)
for Ranches, Limitation of All categories of customers
Service
wells, Associated Service Municipalities
Protected Service Delivery Applications could be submitted online
Channels: through the engineering consultant approved
Areas, and by FEWA
Customer Happiness Centers
premises Service Fees: The accrual cost till the connection point
including the meter.
located in Application Submission Average waiting time Average time to
Time to provide complete the
service transaction
rugged
Period to execute Depends on the graphical nature of the site
mountain
the service
transaction
places, dunes Communicate with the • Text messages
customer during the Communication • Telephone calls
or valleys course of the procedures channels:
Payment of the delivery fees within the
specified period (50) days in order to avoid
Tips and the cancellation of application.
Obtaining the Services suggestions about Customer shall notify FEWA in case of
the service changing nature of the establishment’s
activity in order to avoid fines and penalties.
Description using the electricity and water network owned
Continue,,
or operated by FEWA.
Public Service Category: Procedural
Connections Sub-service
including From Government to Government
housing of Service Type: From Government to Individuals
expatriates, From Government to Business Sector
commercial, Target Customers All customers
 Connection application form signed by
industrial and
the owner and stamped by the
investment approved engineering consultant.
projects,  Signed undertaking to comply with rules
governmental and regulations of connection, and
and semi- signed undertaking for rules and
governmental regulations of contractual relationship.
Service Info  Copy of valid UAE ID Card/ Passport for
departments,
non-residents in UAE only.
public  Title Deed (if any)
establishments  Valid site plan
, non-profit Requirements for  Building permit (upon submitting the
charitable Service application)
organizations, Connection:  Certificate of completion before
connection of service
commercial
 NOC issued by Civil Defense Department
establishments (before connection of service)
located in  Load card stamped by the electrical
agricultural contractor and engineering consultant
lands, and approved by FEWA (for electricity
establishments services)
owned by  The trade license of the engineering
consultant and contractor
citizens and
located in approved by FEWA.
freehold areas.  Technical drawings approved by FEWA
(for electricity and water)
engineering consultant approved by the FEWA
Service or by the main contractor for the new
Continue,, Procedures buildings, or by the electrical contractor for
Public applications to add services without new
Connections buildings.
including  Filling the application form attached
housing of with the required documents according
expatriates, to the service delivery channel.
commercial,  Issuing the customer's estimated cost
industrial and customer for the payment of fees.
investment  Customer must pay the fees within 50
projects, days.
governmental  The customer / electrical contractor
and semi- Service Info must submit an application for building
governmental Application inspection when the building is
Procedures completed, attached with the
departments, certificate issued by Civil Defense
public Department, if required.
establishments  Starting connection procedures in
, non-profit coordination with the main contractor /
charitable electrical contractor
organizations,  Issue the final invoice
commercial
 Settlement of amounts and forwarding
establishments of balance credit or debit (if any)
located in  Activate the account and payment of
agricultural deposit (if any)
lands, and Limitation of All customers’ categories
establishments Service
Associated Service Municipalities
owned by
citizens and
Applications could be submitted online through
located in Service Delivery the engineering consultant approved by FEWA
freehold areas. Application Submission Channels:
Description Fees \ AED
Up to 1000 KVA 600 per KVA
Continue,, Electricity Service
Above 1000 KVA 1200 per KVA
Fees:
Public Mosques 300 per KVA
Connections Investment projects that need more than 500
including cubic meters of water every day:
housing of The actual cost or the customer executes the
expatriates, network at his own expense up to the
commercial, connection point in addition to the connection
industrial and fees of each meter.
investment Other categories: AED 8000 for each
projects, connection point in addition to the connection
Application Submission Water Service
governmental Fees: fees of each meter.
and semi- Meter Type Fees \ AED
governmental 15 mm 2500
departments, 25 mm 3000
public 50 mm 10000
establishments 80 mm and above 20000
, non-profit Average waiting time Average time to
charitable Time to provide complete the
organizations, service
transaction
commercial 10 minutes 30 minutes
establishments Period to execute 20 business days
located in the service
transaction
agricultural
lands, and customer during the channels: • Telephone calls
establishments course of the
owned by procedures
citizens and Obtaining the Services  Payment of the delivery fees within the
located in Tips and specified period (50) days in order to
suggestions about avoid the cancellation of application.
freehold areas. the service  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
freehold and non-citizen category in
Continue,, the event of changing the activity of
Notes 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)

Description using the electricity and water network owned
or operated by FEWA.
Service  Procedural
Category:  Sub-service
Target UAE Citizens
Customers
Permanent  Connection application form signed by
the owner and stamped by the
Service Info approved engineering consultant.
Connection  Signed undertaking to comply with
rules and regulations of connection,
and signed undertaking for rules and
for Farms and regulations of contractual relationship.
Requirements for
Service  Copy of valid UAE ID Card
Connection:  Title Deed (if any)
Rest Houses  Valid site plan
application)
 Certificate of completion before
connection of service
 Load card stamped by the electrical
contractor and engineering consultant
approved by FEWA
 The trade license of the consultant and
electrical contractor
Requirements for
Service
consultant and the owner of the
Connection:
building
 Contract concluded with the
Continue,, consultant
approved by FEWA.
Permanent  Technical drawings approved by FEWA
(for electricity and water)
Service Info The application shall be submitted by an
Connection engineering consultant approved by the FEWA
Service or by the main contractor for the new
Procedures buildings, or by the electrical contractor for
for Farms and applications to add services without new
buildings.
 Filling the application form attached
Rest Houses with the required documents
channel.
 Issuing the customer's estimated cost
customer for the payment of fees.
Application  Customer must pay the fees within 50
Procedures days.
 The customer / electrical contractor
coordination with the main contractor
/ electrical contractor
 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 This service for farms and rest houses only.
Service
Service Info Associated Municipalities
Service
Applications could be submitted online
Service Delivery through the engineering consultant approved
Channels: by FEWA
Continue,, Description Fees \ AED
Electricity Up to 1000 KVA 600 per KVA
Service Fees: Above 1000 KVA 1200 per KVA
Permanent AED 30000 for each connection point in
addition to the connection fees of each meter
Connection Water Service 15 mm 2500
Application Submission Fees: 25 mm 3000
50 mm 10000
for Farms and 80 mm and above 20000
Rest Houses service transaction
the service
transaction
customer during the channels: • Telephone calls
course of the procedures
Payment of the delivery fees within the
specified period (50) days in order to avoid the
Obtaining the Services Tips and cancellation of application.
suggestions about Customer shall notify FEWA in case of
the service changing nature of the establishment’s activity
in order to avoid fines and penalties.
 The citizen customer can obtain an
Continue,, additional or more electricity / water
connection to his / her personal farm
Permanent provided that:
 The customer must obtain the
Connection approval of the Technical Committee
on the possibility of connection and
Notes
for Farms and technical specifications of connection.
 The farm is intended for personal use
Rest Houses 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 to an expatriate, provided that
the customer informs the Authority
and pays the difference of connection
fees.
Billboards, Connection of electricity on permanent basis by

Service Description FEWA to customers by using the electricity
Telephone network owned or operated by FEWA.
Booths,  Procedural
Service Category:  Sub-service
transmission
 From Government to Government
towers, and Service Info
Target Customers Public Establishments and Companies
radars
 Connection application form signed by the
excluding competent authority.
 Signed undertaking to comply with rules
those Requirements for Service
Connection: and regulations of connection, and signed
installed in undertaking for rules and regulations of
contractual relationship.
 Letter issued by the competent authority
area of  NOC for connection of service issued by
the municipality.
special nature
 NOC for connection of service issued by
Requirements for Service Civil Defense Department (if applicable)
Continue,, Connection:  Load card stamped by the electrical
contractor
Billboards, approved by FEWA.
The application shall be submitted by the
Service Procedures electrical contractor or by the owner.
Telephone  Filling the application form attached with
the required documents according to the
service delivery channel.
Booths,  Issuing the customer's estimated cost
competent authority for the payment of
transmission fees.
 The competent authority must pay the
Service Info estimated cost invoice.
towers, and Application Procedures  The customer / electrical contractor must
submit an application for building
inspection when the building is
S
radars completed, attached with the completion
certificate if required.
excluding coordination with the main contractor /
those  Provide the facility with the service.
 Final verification of the documents and
final approval of the invoice
installed in  Settlement of amounts and forwarding of
balance credit or debit (if any)
 Activate the account and payment of
area of deposit (if any)
Limitation of Service Public Establishments and Companies
special nature Package Electricity
 Applications could be submitted online
Application Service Delivery through the engineering consultant approved
Submission Channels:
by FEWA
 Customer Happiness Centers
Service Fees: AED 1200 per KVA
Continue,, complete the
Application Time to provide service transaction
Billboards,
Telephone Submission 10 minutes 30 minutes
Booths, Period to execute the 20 business days
service transaction
transmission
towers, and Communication channels:
with the customer • Telephone calls
radars during the course
excluding of the procedures
those Payment of the delivery fees within the specified
installed in Obtaining the Tips and suggestions period (50) days in order to avoid the cancellation
area of Services about the service
of application.
special nature
Connection of electricity and water by FEWA to the

facilities located within the free zones and
investment zones; and to premises owned by
Service Description
expatriates, join ownerships, lands investment
contracts, lands owned by UAE citizens, leased or
constructed by expatriates, joint ownership.
 Procedural
Service Info Service Category:  Sub-service
Freehold and  From Government to Individuals
 premises owned by expatriates
expatriate  premises owned under joint ownership
Target Customers  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.
 Connection application form signed by the

owner and stamped by the approved
engineering consultant.
regulations of connection, and signed
undertaking for rules and regulations of
 Copy of valid UAE ID Card/ Passport for non-
residents in UAE only
Requirements for Service  Title Deed (if any)
Connection:  Valid site plan
application)
Continue,,  Certificate of completion before connection of
service
Freehold and Service Info  Load card stamped by the electrical contractor
and engineering consultant approved by FEWA
expatriate consultant and the owner of the building
 The trade license of the consultant and
 Land Clearance Certificate previously approved
by FEWA.
 Technical drawings approved by FEWA (for
electricity and water)
engineering consultant approved by the FEWA or
Service Procedures
by the main contractor for the new buildings, or by
the electrical contractor for applications to add
services without new buildings.
 Filling the application form attached with the
required documents according to the service
delivery channel.
 Issuing the customer's estimated cost invoice
Application Procedures 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
Application Procedures with the main contractor / electrical contractor
 Settlement of amounts and forwarding of
Continue,, balance credit or debit (if any)
 Activate the account and payment of deposit (if
any)
Freehold and Service Info
This service for facilities located within the free
zones, investment zones and premises owned by
Limitation of Service expatriates, and join ownerships, lands investment
expatriate contracts, lands owned by UAE citizens, leased by
expatriates or joint ownership.
 Applications could be submitted online through
Service Delivery the engineering consultant approved by FEWA
Channels:
Up to 1000 KVA 800 per KVA
Electricity Service Fees:
Above 1000 KVA 1500 per KVA
Application AED 8000 for each connection point in addition to
Submission the connection fees of each meter
Water Service Fees: 15 mm 2500
25 mm 3000
50 mm 10000
complete the
Time to provide service transaction
Period to execute the 20 business days
service transaction
with the • Telephone calls
customer during Communication channels:
the course of the
procedures
 Payment of the delivery fees within the

Continue,, specified period (50) days in order to avoid the
Obtaining the Tips and suggestions
Freehold and cancellation of application.
Services about the service
expatriate  Customer shall notify FEWA in case of changing
nature of the establishment’s activity in order
to avoid fines and penalties.
Temporary Connection
Connection of electricity and water on temporary

basis by FEWA for a limited period of time by using the
Service Description electricity and water network owned or operated by
FEWA.
 Procedural
Work sites  From Government to Government
Target Customers Companies that execute the projects
with fixing a Service Info  Connection application form signed by the owner
and stamped by the concerned company
meter regulations of connection, and signed undertaking
Requirements for Service for rules and regulations of contractual
Connection: relationship.
 Copy of valid UAE ID Card of the licensee of the
company that executes the project.
 Building Permit upon submitting the
application/NOC from Municipality
 Load card stamped by the electrical contractor (for
electricity connection)
 Letter issued by the company that executes the
project.
 Trade license of the company that executes the
project
The application shall be submitted by the main
Service Procedures contract or the electrical contractor.
 Filling the application form attached with the
delivery channel.
communicate with the company for the payment
Continue,,
of fees.
 The company must pay the estimated cost invoice
within 50 days.
Work sites Application Procedures
 The customer / electrical contractor must submit
an application for building inspection when the
Service Info building is completed.
with fixing a
 Starting connection procedures in coordination
with the main contractor / electrical contractor
meter
 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
Package Electricity / Water
Applications could be submitted online through the
Service Delivery engineering consultant approved by FEWA
Channels: Customer Happiness Centers
AED 300 per KVA for a maximum period of 3 years,
provided that the customer shall supply and install all
Electricity Service Fees: necessary materials for connection excluding the
meter under the requirements and regulations of
Application
FEWA
Submission
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.
Water Service Fees: Meter Type Fees \ AED
15 mm 2500
25 mm 3000
50 mm 10000

complete the
Time to provide service transaction
Application 10 minutes 30 minutes
Submission Period to execute the 20 business days
service transaction
with the Communication • Telephone calls
Continue,, customer during channels:
the course of the
procedures
Work sites  Payment of the delivery fees within the
specified period (50) days in order to avoid the
cancellation of application.
with fixing a  The customer shall notify FEWA upon
completion of the works and apply for a
clearance certificate to avoid accumulated
meter meter fees.
Please read this notice to avoid delay in service
connection:
 Temporary connection are approved if the

Notes 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.
Connection of electricity on temporary basis by FEWA
Service Description for a limited period of time by using the electricity
network owned or operated by FEWA.
 Procedural
Temporary Companies that organize the festivals/ government
Target Customers authorities
 Connection application form signed by and
connections stamped by the company
regulations of connection, and signed
for festivals undertaking for rules and regulations of
 Copy of valid UAE ID Card of the licensee of the
Requirements for company.
and events for
Service Info Service Connection:
 NOC issued by municipality (upon submitting
the application)
a period more  NOC issued by Civil Defense Department (upon
payment the fees)
 Trade license of the company
than 3 months  Load card stamped by the electrical contractor,
who is approved by FEWA
 Trade license of the accredited electrical
– installation contractor
Service Procedures The application shall be submitted by the electrical
contractor or concerned authority.
of meter  Filling the application form attached with the
delivery channel.
Application communicate with the concerned authority for the
Procedures 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
 Starting connection procedures in coordination with
Continue,, Application  Provide the facility with the service.
Procedures
Service Info  Settlement of amounts and forwarding of balance
Temporary  Activate the account and payment of deposit (if any)
Limitation of Service Companies that organize festivals/ government
authorities
connections Associated Service Municipalities
Package Electricity
for festivals Service Delivery engineering consultant approved by FEWA
AED 50 per KVA for a maximum period of 1 year,
and events for Electricity Service provided that the customer shall supply and install all
Application Fees: necessary materials for connection excluding the meter
Submission under the requirements and regulations of FEWA
a period more Average waiting time Average time to
service transaction
than 3 months 10 minutes 30 minutes
service transaction
Communicate Communication • Text messages
– installation with the customer channels: • Telephone calls
during the course
of the procedures
of meter Please read this notice to avoid delay in service
connection:
 Temporary connection are approved if the
Obtaining the following requirements are met:
Notes
Services  The applicant is 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.
Service Info Connection of electricity on temporary basis by FEWA for
Service Description a limited period of time by using the electricity network
Festivals, Service Category:  Procedural
 Sub-service
wedding Service Type:  From Government to Individuals
 From Government to Business Sector
Target Customers All categories
parties, social  Application of temporary connection without a
Requirements for meter.
Service Connection:
parties,  Copy of valid UAE ID Card of the customer
 The trade license
 Filling the application form.
Ramadan Application  Payment of connection fees.
Procedures
 Starting connection procedures
Limitation of Service Social occasions, playgrounds and Ramadan tents.
playgrounds, Associated Service None
Package Electricity
Ramadan Service Delivery engineering consultant approved by FEWA
Application AED 500 per 100 KVA per week.
tents...etc. Submission Electricity Service AED 500 per 100 KVA for Ramadan, playgrounds and
Fees:
tents during the month of Ramadan
Customer shall provide the necessary materials for
(without connection
meter) service transaction
Period to execute the Depends on the completion of connection by the
service transaction applicant.
with the Communication • Telephone calls
customer during channels:
the course of the
procedures
 Compliance with the duration of connection
Continue,,  The customer must return the site to its previous
Tips and suggestions
condition prior to the connection
Obtaining the  The customer shall notify the Authority in case of
about the service
Services 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.
Service Description Connection of electricity on temporary basis by FEWA for

a limited period of time by using the electricity network
Connections owned or operated by FEWA.
Service Category:  Procedural
for activities  Sub-service
Service Type:  From Government to Government
during  From Government to Individuals
Ramadan – Service Info Target Customers All categories
 Application of temporary connection without a meter.
Iftar Tents  NOC issued by municipality for Iftar Tents organized
Requirements for
Service Connection:
by charity organizations, rulers or individuals
organized by  Valid UAE ID Card of the customer
 Load card
charity  NOC issued by Civil Defense
Application  Filling the application form.
organizations, Procedures  Starting connection procedures
Limitation of Service Charity organizations or individuals
rulers or Associated Service None
Package Electricity
individuals, Service Delivery Customer Happiness Centers
Channels:
and Application Service Fees: Free, provided that the customer shall provide all
Submission necessary materials for connection
condolence Average waiting time Average time to
service transaction
tents
Period to execute the Depends on the completion of connection by the
service transaction applicant.
Continue,, Communicate • Text messages
Connections with the • Telephone calls
customer during Communication
for activities the course of the channels:
during procedures
Ramadan –  Compliance with the duration of connection
Iftar Tents  The customer must return the site to its previous
organized by about the service
condition prior to the connection
Services  The customer shall notify the Authority in case of
charity
desire to extend the period of the temporary
organizations, connection before the expiry of the predetermined
rulers or period.
individuals, Please read this notice to avoid delay in service
and connection:
condolence  Temporary connection shall be used for the specified
Notes and agreed purposes.
tents
 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.
Other Services
Adding extra loads or expanding the water line in the

Service Description facility
Adding extra  Procedural
Service Category:  Supplementary
loads /
expanding the Service Info
Service Type:  From Government to Individuals
water line
 In case of a new building in the site, the customer shall
Requirements for submit the same documents of the new connection.
Service Connection:
 in case of no building constructed in the site:
 Connection application form
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
Requirements for
Service Connection:  NOC issued by Civil Defense
 Load card stamped by the electrical contractor
Continue,, approved by FEWA (for electricity services)
 Copy of the accreditation certificate of the electrical
contactor
Adding extra  The application shall be submitted by an engineering
Application consultant approved by the FEWA or by the main
Procedures
Service Info contractor for the new buildings, or by the electrical
loads / contractor for applications to add new loads or expand
the water line, without new buildings.
 Filling the application form attached with the required
expanding the documents according to the service delivery channel.
communicate with the customer for the payment of
water line fees.
 The customer / electrical contractor must submit an
Service Procedures
application for building inspection when the building is
completed, attached with the completion certificate if
required.
 Starting connection procedures in coordination with
 Settlement of amounts and forwarding of balance
 Activate the account and payment of deposit (if any)
Limitation of Service All categories
Associated Service Municipality
Package Electricity/ water
Customer Applications could be submitted online through
Application Service Delivery the engineering consultant approved by FEWA
Submission Channels: Customer Happiness Centers
Service Fees: As per the fees of each category of service
complete the
Continue,, Application Time to provide transaction
Submission service
Adding extra 10 minutes 30 minutes
loads / service transaction
expanding the with the Communication • Telephone calls
water line
the course of the
procedures
Obtaining the Tips and suggestions Payment of the delivery fees within the specified period
Services about the service (50) days in order to avoid the cancellation of application
This service includes modifying the line / transmission of the

Service Description connection’s equipment in the same land.
 Procedural
Transfer of  From Government to Business Sector
service  Land Clearance Certificate clarifying the lines of service
Service Info Requirements for within the land.
Service Connection:
(Electricity/  Copy of valid UAE ID Card of the customer
 Valid site plan
Water)  The customer shall submit the application to the
Customer Happiness Center, and pay the fees related to
the study of lines transferring.
Application  Issuing the estimated cost invoice
Procedures and  Communicate with the customer for the payment of
Service Procedures fees.
 Starting transferring procedures after paying the fees.
 Settlement of amounts and forwarding of balance credit
or debit (if any)
Limitation of All categories
Service Info Service
Associated Service Municipality
Continue,, Package Electricity/ water
Service Delivery Customer Happiness Centers
Channels:
Transfer of Service Fees: AED 300/- in addition to the actual cost of transferring.
Application Time to provide complete the
service Submission service transaction
(Electricity/ Period to execute 10 business days
the service
transaction
Water Communicate Communication • Text messages
with the channels: • Telephone calls
customer during
the course of the
procedures
Obtaining the Tips and The customer shall obtain a Land Clearance Certificate after
Services suggestions about the completion of equipment transferring (the services)
the service
This service includes transferring of the meter from place to

Service Description another in the same land.
 Procedural
Transfer of Service Category:  Sub-service
Service Info
Electricity/ Service Type:  From Government to Individuals
Water meter
Requirements for  Submitting the application
Service Connection:  Copy of valid UAE ID Card
 The customer shall submit the application to the
Customer Happiness Center, and pay the fees.
Application
Procedures and
 Issuing the estimated cost invoice (if any)
Service Procedures  Communicate with the customer for the payment of
Service Info
fees.
 Customer must pay the estimated cost invoice (if any).
 Starting transferring procedures after paying the fees.
Continue,, Limitation of Service All categories
Associated Service None
Package Electricity/ Water
Transfer of Service Delivery Customer Happiness Centers
Channels:
Service Fees: AED 300/- in addition to the actual cost of materials (if any).
Electricity/ Application Average waiting time Average time to
Submission Time to provide complete the
service transaction
Water meter 10 minutes 10 minutes
service transaction
customer during
the course of the
procedures
Obtaining the Tips and suggestions The customer shall return the site to its previous condition
Services about the service prior to the transferring.
Studying and approving the technical drawings and wiring
Service Description specifications at the facility before starting the electricity /
water supply procedures.
 Sub-service
Electricity/ Service Info  From Government to Individuals
Water  Application for technical drawings approval
Requirements for
Service Connection:  Land Clearance Certificate previously approved by FEWA
Technical  The technical drawings to be approved.
 Valid site plan
 The application shall be submitted by an engineering
Drawings consultant approved by the FEWA
Service Procedures
and Application
 Filling the application form attached with the required
Procedures documents according to the service delivery channel.
Approval  Payment the service fees
 Sending the application to the technical section
 Studying and approving the drawings.
Package Electricity
 Applications could be submitted online through the
Application Service Delivery engineering consultant approved by FEWA
Channels:
Submission  Customer Happiness Centers
Electricity Service Description Fees \ AED
Fees: From 1KVA to 1000 KVA 300
Above 1000 KVA 3000
Ground Floor Boiling/ Villa 100
Water Service Fees:
Multi-storey building / 400
commercial complex
Time to provide Average waiting time Average time to
service complete the
transaction
service transaction
Continue,, customer during
the course of the
procedures
Obtaining the Tips and suggestions The customer may submit the application of connection
Services about the service immediately after approval of the drawings.
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
Service Description procedures for the project against the payment of the
applicable fees in accordance with the regulations of the
Authority.
Procedural
Service Category: Sub-service
From Government to Government
Land
From Government to Business Sector
Clearance Service Info  Application for land clearance certificate
Requirements for
Service Connection:  Valid site plan
Certificate  NOC issued by municipality
 The application shall be submitted by an engineering
consultant approved by the FEWA, or by the customer in
Service Procedures
case of no building constructed.
and Application
Procedures  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 application.
 Customer receives SMS upon issuance of the certificate
Service
Package None
Service Delivery  Applications could be submitted online through the
Channels: engineering consultant approved by FEWA
 Government and Semi-government authorities are
exempted from paying the fees under an agreement or
memorandum of understating in this regard.
Electricity Service
Fees: Description Fees \ AED
Residential (Citizen) 100 per application
Application Other categories 500 per application
Submission New certificate in lieu of lost one 100
Water Service Fees: Residential (Citizen) 100 per application
Other categories 500 per application
New certificate in lieu of lost one 100
Continue,, Time to provide complete the transaction
service
Land the service
transaction
Clearance with the Communication • Telephone calls
the course of the
Certificate procedures
Tips and The customer shall keep a copy of the certificate to be used
Obtaining the suggestions about upon submitting an application for drawings approval and
Services the service service connection.
Please read this notice to avoid the delay in service
connection:
 The certificate is valid for 3 months from the date of issue,
renewable for another 3 months without additional fees
Note 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 must determine the reason for
submitting the application (demolition, construction,
infrastructure projects, land’s consolidation).
Service Description Perform a technical inspection of the meter to ensure its
safety.
 Supplementary
 From Government to Individuals
Requirements for Copy of valid UAE ID Card
Service Info Service Customer’s account number.
Connection:
Technical
Service Procedures  Submitting the application
 Payment of applicable fees
Inspection  Perform the technical inspection
 Settlement the due amounts
 Notify the customer about the results of inspection
for Limitation of All categories
Service
Electricity/ Service Delivery  Applications could be submitted online through the
Channels: engineering consultant approved by FEWA
Water AED 500/- per meter if the inspection proves that the meter is
Application Service Fees: correct.
Submission
Meter Time to provide complete the
service transaction
the service
transaction
customer during
the course of the
procedures
Obtaining the Tips and The customer must confirm the monthly consumption of the
Services suggestions about meter.
the service
Service Description Application submitted by the customer or concerned section to
install a new meter in lieu of lost one
 Procedural
Service Info Requirements for None
Service
Installation Connection:
 Submitting the application
of new
Service Procedures  Payment of applicable fees
 Installment of the new meter
 Forwarding the balance to the customer’s account
meter in lieu Limitation of All categories
Service
of lost one Package Electricity/ Water
Channels:
AED 100/- in addition to the price of meter
Application Service Fees:
Submission Average waiting time Average time to
service transaction
the service
transaction
customer during
the course of the
procedures
Obtaining the Tips and The customer must be sure of receiving the monthly invoice
Services suggestions about which includes the monthly consumption of the meter.
the service
Service Info Application submitted by the customer (owner of facility) to
Service Description disconnect the service on permanent basis in order to demolish
Permanent the facility.
 Procedural
disconnectio  From Government to Government
n of service Target Customers All categories
 Valid UAE ID Card
Requirements for  Copy of Clearance Certificate
Service
(Electricity/
Connection:  Title Deed
 Letter issued by the competent authority (in case of
government authorities / business sector)
Water)  Submitting the application
Service Procedures  Payment of applicable fees
 Removing the meter and cancel it in the system.
Service
Application Service Delivery Customer Happiness Centers
Service Fees: AED 100/- per meter
service
transaction
the service
transaction
customer
during the
course of the
procedures
Obtaining the Tips and The customer must have a clearance certificate
Services suggestions about
the service
Service Description Receiving customers’ calls regarding power outages, electrical
faults, water outages, water service failures.
 Procedural
Reporting Target Customers All categories
Service Info Requirements for Telephone number
Service Account number
Connection:
Emergency
 Calling emergency number (991) for Electricity and (992) for
Water
Service Procedures
 Use E- application and report the emergency case and the
Cases location will be identified through the application if possible.
Service
(Electricity/ Associated Service None
Package None
 Calling emergency number (991) for Electricity and (992) for
Water) Service Delivery Water
Channels:
 Use the smartphone application (Ablighna)
 Call Center 8003392
Application Service Fees: Free
Submission
Average waiting time to answer the call Average time to
Time to provide get the service
service
20 seconds 3 hours, 30
minutes
Communicate Telephone calls
with the
customer Communication
during the channels:
course of the
procedures
Tips and Customer shall make sure that the service has been reconnected.
Obtaining the suggestions about Customers are advised to perform regular maintenance of all
Services the service internal installations and wirings.
In the event of fire, the customer must submit NOC issued Civil
Notes Defense before reconnecting electricity supply.
Bills Package:
Service Info An application submitted by customer to obtain a clearance

certificate from FEWA stating that the customer is not liable for
outstanding payments towards FEWA against the account
Service Description
number as provided, or requesting for final invoice in settlement
of the account and disconnection of the service while vacating
the premises.
 Procedural
Issuing a Requirements for  Filling the application for clearance certificate
Service Connection:  Valid UAE ID Card
 Customer submits the application through services offices or
Clearance FEWA Website.
 FEWA officer will check the completeness of the required
documents, enter the order in the system and collect the
Certificate Service Procedures 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.
Service
Associated Service Refund the deposit
Package Bills
Service Delivery  FEWA Website
Channels:  Customer Happiness Centers
Application Service Fees: AED 50/-
Submission Average waiting time to provide the Average time to
Time to provide service get the service
service
10 Minutes 10 Minutes
Communicate
Continue,, with the  SMS
Communication
Issuing a
customer during
channels:
 Telephone calls
the course of the  Email
Clearance procedures
Certificate Obtaining the Tips and Customer shall make sure of receiving the clearance certificate
Services suggestions about and the information written therein.
the service Deposit will be refunded after settlement of due amount (if any).
Service Info The customer should pay the due amount for the electricity and
water consumption through main customer services centers,
Service Description electronic payment channels or through external payment
channels.
 Procedural
Payment Target Customers All categories
Requirements for Account Number
Service Connection:
of Due  Account number
Service Procedures  Collecting the due amount
 Issuing a payment receipt
Amounts Limitation of All categories
Service
Associated Service Different payment channels
Package Bills
 Electronic Payment Channels
Service Delivery  Customer Happiness Centers
Channels:
 External Payment Channels
Application Service Fees: None
Submission
Average waiting time to 10 Minutes Average time to
provide the service get the service
Application Time to provide
-Average Serving time \ 10 Minutes Depends on the
service
Continue,, Submission Normal transaction payment channel
Average Serving time \ 5 Minutes used for the
Rapid transaction payment
Payment Communicate  SMS
with the Communication  Email
customer channels:
of Due during the
course of the
procedures
Amounts Tips and  Customer shall make sure that the account number is correct.
Obtaining the suggestions about  Paying all outstanding amounts to avoid service
Services the service
disconnection.
 Customer shall make sure of paying the exact amount as
mentioned in the receipt.
Service Description An application submitted by customer to pay the due amounts by

installments such as fines or connection fees
 Procedural
paying the Service Category:  Sub-service
due Service Type:  From Government to Individuals
amounts Service Info Target Customers All categories
Requirements for Account number or application number
by Service Connection:
Verifying the data and approve the application
Service Procedures Signing the agreements and submitting the cheques to FEWA
installmen
Service
ts Associated Service None
Package Bills
Application Channels:
Submission AED 100/- for connection fees (commercial, industrial, and
Service Fees: freehold)
Average waiting time to provide the Average time to get
Time to provide service the service
Application service
Submission Period to execute 3 business days
Continue,, the service
paying the transaction
Communicate  SMS
due with the Communication  Telephone calls
amounts customer channels:
by during the
installmen course of the
procedures
ts
 Customer shall make sure of sufficient fund every month at the
Obtaining the Tips and maturity date of the cheque.
suggestions about
Services
the service
 Customer shall pay the monthly bills on time in addition to the
installment amount.
An application submitted by customer to delay the service

disconnection or service reconnection without payment of the
Service Description amounts 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.
 Procedural
Promise to Service Info  From Government to Business Sector
Requirements for Account number
pay Service Connection:
 Submitting the application at the customer services
Service Procedures centers
 Verifying and creating the application
 Application approval
 The customer can use this service twice a year only.
Package Bills
Channels:
Service Fees: None
Application Average waiting time to provide the service Average time to
Submission Time to provide get the service
service
Continue,,
service transaction
Promise to Communicat Customer Happiness Centers
e with the
pay customer Communication
course of the
procedures
Obtaining the Tips and suggestions Customer shall make sure of payment of the due amount within
Services about the service the agreed period to avoid the service disconnection.
An application submitted by customer to transfer the credit

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

procedures
 Customer shall make sure of receiving the monthly bills
the Obtaining the Tips and suggestions and to ensure that the information contained therein is
correct.
account  In order to facilitate access to services, please register in
the FEWA App, which is a platform for tracking and
payment of invoices and obtaining other services available
on the Authority's website.
 Please read this notice to avoid delay in service
connection:
Notes
 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.
Customer Service Package:
Service Inquiries, notes, and suggestions received from customers in
Description relation to FEWA services
 Information
Service Info Target Customers All categories
Requirements for  Customer account number
Receive Service  Mobile number
Connection:
Service Submitting the application through the service channels
Procedures
and
Service
respond to Package Customer relationship
 FEWA Website
customer Service Delivery
 Call Center
Channels:
 Smart Apps
Application
 Social Networking Channels
feedback Submission
 Email
Service Fees: None
Average waiting time to provide the service Average time to
Time to provide get the service
service
None None
Period to execute 5 business days to respond the feedback
the service 14 business days to respond the suggestions
transaction
Communicate Communication  Email
with the channels:  Phone calls
customer during  SMS
the course of the
procedures
 Customer shall make sure of receiving the reference number
Obtaining the Tips and related to the feedback or suggestion.
suggestions about
Services
the service
 Customer shall submit the following information:
 Customer’s Name
 Phone Number
 Details of Feedback or Suggestion
An application submitted by the landlord or the tenant to reactivate
Service the electricity / water service in the facility after paying all due
Description amounts by the previous tenant, for the purpose of using the facility
again.
 Procedural
Service  From Government to Government
Activation Target Customers All categories
 Reactivation Application signed by the customer/ stamped
Service Info Requirements for in case of trade licenses
Service
Connection:
 Copy of UAE ID Card
 Duly attested lease contract
 Trade license for companies attached with the Partners’
Appendix.
 Submitting the application through the customer service
centers or FEWA Website
Service
Procedures
 Verifying the application and paying the fees and reactivate
the service.
 The service will be reactivated within 24 hours
Service
Package Customer relationship
Service Delivery  Customer Happiness Centers
Channels:  FEWA Website
Service Fees: AED 50/- in addition the deposit
service
Period to execute Within 24 hours
the service
transaction
Communicate  Phone calls
with the Communication  SMS
the course of the
procedures
Continue,,  Customer shall make sure of receiving the monthly bills and
Obtaining the Tips and to ensure that the information contained therein is correct
suggestions about
Service Services
the service
 In order to facilitate access to services, please register in the
FEWA App.
Activation
 Please read this notice to avoid delay in service connection:
 Signatures in the application must be identical to the
Notes
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
An application submitted by customer to change the name of the

Service Description facility’s owner to his name under a title deed.
 Procedural
Changing  From Government to Government
the Service Info Target Customers All categories
 Title Deed/ NOC issued by the municipality.
Requirements for  Land Plan
owner’s Service Connection:
 New Owner UAE ID Card
 Signing the application and undertakings
 Submitting the application to the Front Office
name Service Procedures  Verifying and creating the application,
 Paying the applicable fees.
Service
Package Customer relationship
Channels:
Service Fees: AED 50/- in addition the deposit (if any)
Continue,,
service
the service
Changing
transaction
Communicate SMS
with the
the customer Communication
course of the
owner’s procedures
 Customer shall make sure of receiving the monthly bills and
Obtaining the Tips and to ensure that the information contained therein is correct
suggestions about
name Services
the service
 In order to facilitate access to services, please register in the
FEWA App.
 Please read this notice to avoid delay in service connection:
Notes  The customer shall close the account if there is no tenant in
the facility.
An application submitted by customer to obtain To Whom It May

Service Description Concern Certificate in respect of payment of all outstanding amounts
to date without disconnection of service or closing the account.
To Whom
 Procedural
It May Service Category:  Sub-service
Concern Service Info Service Type:  From Government to Individuals
Certificate  From Government to Business Sector
 Customer UAE ID Card if the customer holds an account with
Requirements for FEWA
Service Connection:
 Proving the current place of residence if the customer does not
hold an account with FEWA
 Submitting the application and required documents to Customer
Happiness Center
Service Info Service Procedures
 Verifying the documents and creating the application,
 Paying the applicable fees.
 Application Approval and issuing the Certificate
Service
To Whom Package Customer relationship
Channels:
It May
Service Fees: AED 50/-
Concern Submission Time to provide get the service
service
Certificate Period to execute 3 business days
the service
transaction
Communicat SMS
e with the
customer Communication
course of the
procedures
Customer shall make sure of payment the last bill if he holds an
Obtaining the Tips and account with FEWA
Services suggestions about Proving the current place of residence if the customer does not hold
the service
an account with FEWA (electricity bill or lease contract)
To obtain this service, the customer’s data shall be updated in the
Notes system
Meters Fees
Monthly rental fee of the meter
Electricity Service
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 Ampere and above) 50
Meter with current transformer on 11 KV 100
Meter with high current transformer on 132 KV 300
Water Service
Meter 15 mm 2
Meter 25 mm 5
Meter 50 mm & above 20
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
3 Phases Meter (5/400 Ampere and above) 50000
Water Service
Meter 15 mm 500
Meter 25 mm 2000
Deposits for Temporary Connections

Electricity Service
3 Phases Meter (5/200-400 Ampere and above) 50000
Water Service
Meter 15 mm 5000
Meter 25 mm 10000
Call Center (Customer Service Department)
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 provided 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 operates 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 Center is committed 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
positive 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 the 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 Relationship
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 electricity 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
regulations in the United Arab Emirates.
3. The terms and conditions described herein apply to the contractual relationship
between both parties in order 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 relationship.
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 water 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 meters 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 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 subsequent 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 service
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 premises 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 Authority 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 obtaining 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 the 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 the leased premise in
case of the failure to pay the bills on regular basis regardless 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 the 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 tenant 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 conditions 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 public 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 any 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
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 rights 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, the 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 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 2000 1000
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.
Illegal Additional Loads

Description of Violation Loads Penalty Amount /AED
- The customer adds an - Increase loads by 50 3000
illegal load by KVA or lower on
penetrating the meter low pressure
without following the
approved procedures or - Increase loads by 4000
without obtaining prior more than 50 KVA
permission from the or less on low
Authority. pressure
- The amount of penalty
shall be determined - Increase loads by 5000
according to the 100 KVA or less on
additional illegal loads average pressure
(for electricity only)
- Increase loads by 6000
more than 100 KVA
on medium pressure
Providing service to others through customer’s own meter:
Electricity Water
The customer provides the service to others through 2000 1000
the customer’s meter. The period and amount of
penalty shall be determined according to the type of
meter.
Illegal Connection of Service:
Electricity Water
Any person or entity connect the electricity to the 10000 5000
premises from the Authority's network without
passing the approved meter by the Authority or
without obtaining prior permission from the
Authority.
Restoring service disconnected by FEWA:

Electricity Water
The customer, either by himself or through another 3000 1000
party, restores the service disconcerted by the
Authority for any reason without the prior
permission of the Authority
Meter / connection tampering in an attempt to change the reading:
Description of Amount of Penalty/ Penalty Period & Consumption

Violation AED Difference
Electricity Water
Customer tampers the 2000 1000 - If the period of consumption
Meter / connection in reduction is determined, the
an attempt to change consumption difference is
the reading calculated by the percentage of
consumption reduction
resulting from meter
tampering.
- If the period of consumption
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:
Electricity Water
The customer tampers the meter without affecting 1000 500
the reading
Violation the rules of connection to a citizen’s accommodation (Electricity/ Water)

Electricity Required Procedure
Type 1: The customer exploits the - Payment the difference of delivery fees
establishment for commercial, investment, according to the new category
industrial or agricultural purposes, freehold, - Changing of the consumer category from
or any other activities, or to sell or lease the citizen accommodation to the relevant
establishment or to another citizen. category
Type 2: If the activity is transferred to The new connection / activation of the new
according to one of the above mentioned account for the customer is executed on the
cases and the additional connections basis of a citizen's accommodation
stipulated in the list of revenues and
operations of customer services
Type 3: The citizen sells or leases the There is no difference in the connection fees
premises to another citizen for the first time or consumption if the sold / leased premises
for the purpose of citizen accommodation. are not the first accommodation for the
buyer / tenant. The difference in connection
or consumption fees (if any) shall be paid
according 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 - The difference in connection fees (if
which the service is connected on any) shall be paid according to the
agricultural/ rest house basis to another category to which the account was
citizen to practice different activity transferred.
(commercial / investment / selling / leasing - The difference in consumption (if
/ freehold) any) shall be paid, and the period is
determined by competent section.
Resident Accommodation
The customer sells / leases the premises to - The difference in connection fees
which the electricity / water service is shall be paid on the basis of freehold
connected to on the basis of resident for all cases.
accommodation to: - The difference in consumption shall
- Freehold Category be paid, and the period is determined
- Commercial / Industrial / Agricultural / by competent section on the basis of
Investment Category new category.
Freehold/ Expatriates
The Violations
1. In case of connection to the citizen - The price tariff shall be changed

on commercial, industrial, and directly to 45 fils
investment basis, and the citizen
sells the premises to an expatriate, - The difference in connection fees (if
and classification of the consumer any) shall be paid
category changed to freehold and
expatriate - The difference in consumption (if
2. In the event that the premise are any) shall be paid retroactively.
found to be under the category of
freehold, joint ownership or - Providing the Authority with a lease
expatriate ownership at the date of contract duly attested by the
connection. municipality to verify the owner's
3. Activation of account for the new name and verify that there is no
tenant violation of the connection rules to
the category of freehold and
expatriate ownership.
Violations due to faulty connection Electricity:
The cases resulting from a technical error in - The difference in consumption shall
the connection either by the Authority’s be calculated according to the
employee or the customer due to error or percentage of consumption
negligence. In such cases it is not possible reduction resulting from the faulty
to determine if the meter was tampered to connection.
reduce the consumption of electricity/
water. - 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.
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 Smart 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 (Electricity)
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 Tariff Fees Total Monthly Tariff
Consumption (Fils) (Fils) Tariff Consumption (AED)
KW/H per (Fils) (m3)
KW
Citizen One Group 7.5 - 7.5 One Group 3.3
Accommodation
Farms & Rest Houses One Group 7.5 - 7.5 Up to 45 4.4
More than 45 6.6
Resident Up to 2000 23 28 Up to 27 7.7
Accommodation 2001-4000 28 33 27-55 8.8
4001-6000 32 37 More than 55 10.12
More than 38 43
6000
Commercial Up to 2000 23 28 Up to 45 7.7
2001-4000 28 (+5) 33 45-91 8.8
4001-6000 32 37 More than 91 10.12
More than 38 43
6000
Government Up to 10000 23 28 Up to 45 7.7
More than 38 43 45-91 8.8
10000
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 & One group 45 - 45 According to As per the
Expatriates each current
consumption tariff for
category every group
Temporary One group 50 - 50 One group 11.00
Connection
Bills Payment Channels
FEWA provides the customers 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
 Smart phone application
The customer 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.
Therefore, the Authority launched the 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 regulatory 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 companies
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 introduced 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 categories 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 partnerships 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 devices 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 the 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 rates.
 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 network 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 production of clean electric power to meet their daily needs,
and to export the surplus to the Authority's network to distribute electricity
according to the standards that ensure the safety and efficiency of the network.
What to do in the following situations:
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 week.
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 all 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 for 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 rent 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
 Customer can 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 the 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 electricity 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 employed in his current job in the private sector for
a period of not less than six months.

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Service Guide

Service : Series of activities or operations performed by federal

1. Information Services: group of services related to the transferring of information

3. Commercial Services: group of services provided for the purpose of generating

1. Services provided by Government to Government: These services are provided by

2. Services provided by government to the business sector: These services are

3. Services provided by Government to individuals: services provided by a federal

Service Requirements: Terms and conditions or any documents required to be submitted by

Houses for UAE Citizens constructed by government and non-government authorities:

Residential Units (Expatriates) and Freehold: Premises owned by expatriates, joint

 Residential Units (Expatriates)

Permanent Connection: connection of electricity and water on permanent basis by FEWA

Temporary Connection: connection of electricity and water on temporary basis by FEWA

Billboards: billboards fixed on ground by company licensed by the competent government

Connection Point: the point closest to the distribution network.

Telephone Booths, transmission towers, and radars installed by government authorities

Tariff Prices for Consumer 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,

Industrial Establishments: establishments used to carry out industrial activities of various

Temporary Connection: the provision of electricity or water services temporarily for a

Service Type: From Government to Individuals

New Target UAE Citizens

Connection of electricity and water on

Connection of electricity and water on

Connection of electricity and water on

Billboards, Connection of electricity on permanent basis by

Connection of electricity and water by FEWA to the

 Connection application form signed by the

 Payment of the delivery fees within the

Connection of electricity and water on temporary

Average waiting time Average time to

 Temporary connection are approved if the

Service Description Connection of electricity on temporary basis by FEWA for

Adding extra loads or expanding the water line in the

This service includes modifying the line / transmission of the

This service includes transferring of the meter from place to

It is an official document issued by the Authority to the

Service Info An application submitted by customer to obtain a clearance

Service Description An application submitted by customer to pay the due amounts by

An application submitted by customer to delay the service

An application submitted by customer to transfer the credit

balance in course of the

An application submitted by customer to change the name of the

An application submitted by customer to obtain To Whom It May

Deposits for Temporary Connections

First: General Conditions of the Contractual Relationship

Second: Obligations of FEWA against the owners or tenants of premises:

Third: Customer participation in the service under the contractual relationship is

 First Category: If the customer is the owner of the premises

First Category: If the customer is the owner of the premises

 Notified the Authority of all changes or updates made to the premises’

Second Category: If the customer is the tenant of the premises:

Fourth: Termination of Contractual Relationship:

Illegal Additional Loads

Restoring service disconnected by FEWA:

Meter / connection tampering in an attempt to change the reading:

Description of Amount of Penalty/ Penalty Period & Consumption

Violation the rules of connection to a citizen’s accommodation (Electricity/ Water)

Description of Violation Required Procedure

1. In case of connection to the citizen - The price tariff shall be changed