عربي

Your followed documents:

Save your search filters here:

The Launching of new Bureau’s publications in the International Water Summit 2017

Abu Dhabi: 18 January 2017: The Regulation and Supervision Bureau (“Bureau”) has shed lights on...

The Launching of new Bureau’s publications in the International Water Summit 2017
IWS 2017

The Bureau will be participating in the 5th International Water Summit (IWS) that is taking...

IWS 2017
The Regulation and Supervision Bureau receives the “Outstanding Government Services” Award

Given the remarkable and outstanding accomplishments achieved, the Regulation and Supervision Bureau had received the...

The Regulation and Supervision Bureau receives the “Outstanding Government Services” Award
Saudi Delegation of Electricity & Cogeneration Regulatory Authority visited the RSB

The Regulation and supervision Bureau held a meeting with the Saudi delegation of Electricity &...

Saudi Delegation of Electricity & Cogeneration Regulatory Authority visited the RSB
Abu Dhabi Energy Authority chaiman visits SkyLab & meets with Singapore’s Energy Market Authority

The Abu Dhabi Energy Authority has concluded its participation at the Singapore International Energy Week....

Abu Dhabi Energy Authority chaiman visits SkyLab & meets with Singapore’s Energy Market Authority
Chairman of Abu Dhabi Energy Authority visits Singapore International Energy Week Exhibition

The Abu Dhabi Energy Authority is participating at the Singapore International Energy Week, held during...

Chairman of Abu Dhabi Energy Authority visits Singapore International Energy Week Exhibition
H.E. Saif Al Qubaisi winner of the CEO Middle East Awards 2016

It is with a great pleasure that we would like to announce to you that...

H.E. Saif Al Qubaisi winner of the CEO Middle East Awards 2016
Proficiency specialist laboratories visit to the Bureau

Abu Dhabi, 15 - 16 August, 2016 We are excited to announce that The Regulation...

Proficiency specialist laboratories visit to the Bureau
Saif Saeed Al Qubaisi, Director General of the Regulation and Supervision Bureau

H.E. Saeed Saif Al Qubaisi has been appointed as Director General of the Regulation and...

Saif Saeed Al Qubaisi, Director General of the Regulation and Supervision Bureau

Protecting customers’ interests


One of the important functions of the Bureau under Law No (2) of 1998 is to protect the interests of water, electricity and sewerage services customers in the Emirate of Abu Dhabi - whether they are residential, commercial or industrial customers.

The Bureau does this by monitoring the different types of customer services and the standard of delivery of those services that are provided by –

  • the two water and electricity distribution and supply companies in the Emirate - the Abu Dhabi Distribution Company (ADDC) and the Al Ain Distribution Company (AADC); and
  • the Abu Dhabi Sewerage Services Company (ADSSC),

The companies are monitored by the Bureau to ensure they comply with their customer service obligations described in Law No (2) of 1998, their respective operating licences and any Regulations (issued by the Bureau under Law No (2)).

Monitoring customer service standards

The Bureau monitors the standard and quality of customer services provided by the two electricity and water distribution and supply ..

The Bureau monitors the standard and quality of customer services provided by the two electricity and water distribution and supply companies in the Emirate - the Abu Dhabi Distribution Company (ADDC) and the Al Ain Distribution Company (AADC), and the Abu Dhabi Sewerage Services Company (ADSSC).

ADDC, AADC and ADSSC are required (under one of their customer-focused licence obligations) to set out these guaranteed customer service standards in a written Code of Practice and ensure that Code is made freely available to all their customers. The Bureau approves this Code.

If the companies fail to meet any of the guaranteed customer service standards set out in the Code, they are required to pay to their customers varying amounts of monetary compensation (ranging from AED 50 to 1,000) by way of a financial penalty.

The companies must report monthly to the Bureau on their performance under each guaranteed service standard. There are currently 10 different guaranteed customer service standards relating to –

  1. Obtaining new service connections
  2. Answers to bill enquiries
  3. Confirmation of an appointment date and time
  4. Receiving reasonable notice of service interruptions
  5. Disconnection of services for non-payment of bills
  6. Restoring a service
  7. Replacement of a fuse
  8. Quality standards for drinking water
  9. Disputes over meter readings
  10. Claiming a compensation payment for failure to meet a standard

For any further questions about these guaranteed customer service standards please contact the relevant service provider – ADDC [www.addc.ae/enindex.html], AADC [www.aadc.ae/en/default.aspx] or ADSSC [www.adssc.ae].

Distribution companies

There are two water and electricity distribution and supply companies in the Emirate of Abu Dhabi. The Al Ain Distribution ..

There are two water and electricity distribution and supply companies in the Emirate of Abu Dhabi. The Al Ain Distribution Company (AADC) provides water and electricity services to its customers in the Al Ain Municipality area and the Abu Dhabi Distribution Company (ADDC) supplies water and electricity to customers in the rest of the Emirate. These two sister companies are fully owned by the Abu Dhabi Water and Electricity Authority (ADWEA)[http://www.adwea.ae/en/].

The Bureau licenses and regulates these two companies (under Law No (2) of 1998) to carry out the regulated activities of the distribution and supply of water and electricity to customers’ premises. The distribution functions of the companies include the planning, construction, development and maintenance of their distribution networks (power cables and water pipes), the ongoing operational management of these networks and providing such services as connections for new customers and installing customer meters. The supply functions of the companies include managing the reading of customer meters, billing customers for their power and water usage, collection of bill payments and maintaining a customer register and other customer records for billing purposes.

ADDC and AADC’s water and electricity distribution and supply licences contain a range of customer-focused licence obligations, which include –

  • offering a connection to customers for their services on written terms that do not unreasonably discriminate between different categories of customers;
  • implementing and following a written procedure for handling complaints from customers about the service they received;
  • making arrangements for elderly, disabled or chronically sick customers to receive special services where appropriate;
  • providing services to a specified or guaranteed standard (set out in a written Code of Practice) and paying compensation to customers when those guaranteed customer service standards are not met;
  • implementing and following a procedure (set out in a written Code of Practice) before they disconnect any service provided to residential or commercial customers;
  • implementing and following a written procedure for assisting those customers who because of financial hardship are having difficulty paying their bills for the services they receive;
  • making available to customers (set out in a written Code of Practice) information and tips about ways they can save water and electricity and use it more efficiently; and
  • making any of the information above available to customers free of charge in both the Arabic and English languages.

The Bureau monitors the performance of ADDC and AADC to ensure they comply with their range of obligations under Law No (2) of 1998, their respective distribution and supply licences and any other relevant Regulations issued by the Bureau. It also approves any codes or procedures which are issued by ADDC and AADC under the above customer-focused licence obligations.

For further information on the full range of customer services they offer please contact the companies directly.

Al Ain Distribution Company (AADC)

Abu Dhabi Distribution Company (AADC)

Address

Head Office
P.O. Box 1065
Al Ain

Head OfficeP.O. Box 219
Abu Dhabi

customer services

800 9008

800 2332

website

www.aadc.ae

www.addc.ae

New water and electricity bills

New utility bill for water and for electricity were introduced in the Emirate of Abu Dhabi in March 2012. These ..

New utility bill for water and for electricity were introduced in the Emirate of Abu Dhabi in March 2012. These bills provide more information about water and electricity consumption and are a useful tool to aid better management of water and electricity use.

customers of the Abu Dhabi Distribution Company (ADDC) or the Al Ain Distribution Company (AADC) now receive separate bills for water and electricity showing the Government subsidy. In addition, residential customers’ bills show two “consumption bands” which indicate an ideal-average, and above ideal-average range of consumption (see the green and red consumption icons below).

Why the new bill?

A growing population and economic growth is putting pressure on the Emirates resources. The Government of Abu Dhabi is therefore taking steps now, to help ensure a continuous and secure supply of water and electricity for the future. The new electricity and water bills are one way to provide better visibility of power and water consumption, and influence long-term behavioural changes around the use of these resources.

UAE National customers will continue to receive water free of charge. However, the new bill is a useful information tool to aid managing water consumption.

Consumption bands

The consumption bands reflect an average range for water and electricity use, depending on whether a customer resides in an apartment (“flat”) or a villa (referred to as “all other premises” in the table below).

the ideal-average consumption (“in the green”)

the above ideal-average consumption (“In the red”)

Whether “in the green” or “in the red”, customers can adjust water and electricity use to keep within the ideal range of consumption for their type of property.

The consumption bands are based on annual averages for each property type and are as follows:

Ideal average

Above ideal-average

Property type

Flat

All other premises

Flat

All other premises

Electricity (units per day)

0-20

0-200

21+

201+

Water (litres per day)

0-700

0-5000

701+

5001+

Sewerage Services Company

The Abu Dhabi Sewerage Services Company (ADSSC) is one of the wastewater companies in the Emirate of Abu Dhabi that ..

The Abu Dhabi Sewerage Services Company (ADSSC) is one of the wastewater companies in the Emirate of Abu Dhabi that carries out sewerage services activities. ADSSC is established under Law No (17) of 2005 and is wholly owned by the Government of Abu Dhabi. The Bureau licenses and regulates ADSSC (under Law No (2) of 1998) to carry out the following regulated activities -

·the collection of sewerage from customers’ premises connected to the sewerage network;

·the treatment of wastewater collected from the sewerage network to a quality standard (as set out in the Recycled Water and Biosolids Regulations issued by the Bureau); and

·the safe and sustainable reuse, transfer or disposal of the treated end products (including recycled water).

ADSSC’s sewerage, wastewater treatment and disposal licence contains a range of customer-related licence obligations, which include –

  • offering a connection to customers for their services on written terms which do not unreasonably discriminate between different categories of customers;
  • implementing and following a written procedure for handling complaints from customers about the service they received;
  • providing services to a specified or guaranteed standard (set out in a written Code of Practice) and paying compensation to customers when those guaranteed service standards are not met
  • implementing and following a procedure (set out in a written Code of Practice) before they disconnect any service provided to a residential customer or a commercial customer (at its trade premises);
  • implementing and following a written procedure for assisting those customers who because of financial hardship are having difficulty paying their bills for the services they receive; and
  • making any of the information above available to customers free of charge in both the Arabic and English languages.

A full copy of ADSSC’s licence can be viewed and downloaded by clicking here [please insert a quick link to Licence Holders/Licenses/Sewerage Services]

The Bureau monitors the performance of ADSSC to ensure it complies with a range of obligations under Law No (2) of 1998, its Sewerage, Wastewater Treatment and Disposal Licence and any other relevant Regulations issued by the Bureau. It also approves any codes or procedures which are issued by ADSSC under the above customer-focused licence obligations.

For further information on the full range of customer services they offer please contact ADSSC directly.

Abu Dhabi Sewerage Services Company

Head Office

P.O Box 108801

Abu Dhabi

www.adssc.ae

Customer services: 800ADSSC or 800 23772

The Launching of new Bureau’s publications in the International Water Summit 2017

Abu Dhabi: 18 January 2017: The Regulation and Supervision Bureau (“Bureau”) has shed lights on important developments in the sector through launching a number of its key publications in the...

Read more

We regulate the

water, wastewater and electricity

sector of the Emirate of Abu Dhabi