Dewa Reviews 31

DEWA’s customer service is shockingly poor and on the same level as du — if not worse. The customer service and back-office teams often have no clear understanding of their own processes, which leads to constant misinformation, delays, and repeated follow-ups.

Communication is a major issue. The level of English among support staff is so limited that even basic conversations become frustrating and time-consuming. You end up explaining the same issue multiple times, only to be transferred or asked to resubmit documents again.

For a city that promotes itself as world-class and efficient, the customer experience tells a very different story. Instead of making things easier, the system feels designed to wear customers down and make simple tasks unnecessarily painful.

Overall, dealing with DEWA feels less like a service and more like a test of patience.

Very bad service . I am writing as a first time user . After 30 hour of payment for new connection no one is comming to connect .They are doing monopoly business that's why they don't care for service . I am not satisfied this as a Dubai govt department service . It's a essential service and not like Dubai standard service . Requesting higher authority to monitor this .

Many thanks to Wafa Imhary , she provided exceptional customer service. She went above and beyond to ensure everything was handled smoothly and professionally. Her dedication, kindness, and attention to detail truly made a difference and left a lasting positive impression.

A BIG thanks to Ms Muna Bilal Hassan Al Tayer for assisting me with my request for clearance certificate and refund. There was a lot of confusion about my profile and old email address and phone number and I was sent back and forth between a few staff several times until she sat with me to update all that was needed and made sure everything was sorted right then and there.

Two thumbs up, keep up your excellent work.

I think DEWA has just started going behind collections and cares less for people and their essential services - you don't pay 2 months they will disconnect regardless of what happens to you be it summer or winter, you live with a family with small children and aged parents and they don't care your situation - you missed your payment and the service will be disconnected! Atleast 24 hrs notice is not served prior to disconnection - hopeless

Honestly only lies, they say your opinion is important and that they will do their best but you are without electricity and water for hours with no response. Basically a switch to put - 10 hours after I fully paid and fill all the paperwork and I am still without water and electricity, living like in 19th century

DEWA is reason enough for foreign investors to never invest in Dubai. DEWA would not return my deposit and keep sending me the same replies over and over again without even getting into the details of the matter. Also, my request has been with ‘the concerned department for review’ for a while now.
I even sent an official complaint and received a response telling me to send them an official letter but with no information where, how and to whom exactly. And again, no response 😂 what a joke. Do they ever return the deposit? Has anyone had their deposit back?
P.S. I mentioned in my complaint that I have never had an Emirates ID, and what do they do? Reply to me that I need to send a letter and attach my Emirates ID 😂 It almost seems like they are on a mission to never return the deposit.

We already did the payment and wait 24hour and now I call yesterday I call coustmor care they said wait 15 hour yesterday they said today I call after 24 hour till now they said wait for 15 hour why this behavior to the coustmor not good very very bad this is happened with us first time in 15 year we did payment and then also 24 hour gone but no water and electricity come and then I call they said wait for 15 hour why now I will give you bad reviews for dewa not good

Believe me after 4yrs there is no improvement to the service provided by DEWA, after 50 emails and as many responses advising me to do the same thing I still have a new property and no means of utilities with all the glitz and glamour they have no idea what a customer is or for.

PITY!!

If only wecan select -0 a very very poor service. We paid already 2days ago for the connection of DEWA because we transferred a new home. And the agent told us once we already paid security deposit then it will connect automatically within 24 hours. But today Nov. 11 all agents are useless and same scripted! They said they cannot do anything but only systematic of request through technician. And until now, its already 4hours laps. No one still coming. And they don't care even there is 2 babies. And how many times we called DEWA! It's not fair! Very very very poor service!!! All same scripted! Keep saying priority and and urgent. Even they cannot provide a mobile no. to call for technician assigned. There is a babies and no one came for priority till now! Very poor service!

Bad services and the guys on the customer services don’t know their job because when you call every one is telling different procedures in order to finish one transaction.

Stole my deposit. Two months they cannot return my money.

poor customer service and poor service we are in Dubai paying a lot and receiving this kindly of service while paid twice the deposit account not active and customer service are sleeping whenever you called nothing solved just saying anything more we can assist while the problem not even solved very bad reputation on Dubai goverment if you ask them they will be irritated and saying thank you for calling dewa what kind of services is this

Terrible, 3 times paid for ev charge station and they just took my money and no charge when I called them they said there is no payment send us email even after providing them invoice which was given by themselves. Very very bad

Sadly, I had the worst experience of life with DEWA customer service. I am from the UK where normally a call to a utility company resolves the matter fully.
I have been writing to customer services for full activation of my connection from last 17 days and have written over 10 emails, telephone calls 2. web chat 1 and nothing get resolved. The team thinks rather than resolving the matter just send another email to ask for something additional which has already been provided without checking records.
Further I have been getting warning from another DEWA team to disconnect my supply whereas despite trying my best I cannot activate my account.
Sadly, I am very bad reflection to Dubai excellent track of services by other departments.
I request DEWA bosses to look in to resolving the matters rather than being happy to send back a generic or useless email within 24 hours as per SLA.
S Ahmed

The bank has already provided proof of my security deposit payment, yet my refund requests keep getting rejected without any clear justification. I'd like to remind you that withholding my security deposit is not within your rights.

Ref #132238747

I have done my Dewa disconnection on 23rd Dec 2023, and still my refund is not done.. had so many chats with so many agents. They got a standerd reply msg, so everyone says the same things by passing the ball to another . Unprofessional service. Upto now i have not got my refund

Worst experience !!! In 4 days I was unable to correct a mistake done by dewa, mistake that didn’t allow the move in and connection of services!!! Still struggling, my problem is not solved !

The best utility company I have ever dealt with. Never faced any issues in my 10 years in Dubai

I visited the al tawar branch. Professionalism was shown all was done and efficiency was key to all.i got my deposit back within 24hours as per the lady who attended me.That what I call good service.Al tawar branch best place to visit.