FAQs

We have the answers

From registering your agreement to activating your electricity and water supply, you are bound to have a hundred questions. Here are all the answers you need.

Agreement registration

What is Ejari?
Ejari, which means ‘my rent’ in Arabic, is the system to regulate the relationship between landlord and tenants in Dubai. All rental and lease agreements can be registered through the Ejari portal.

An initiative of the Real Estate Regulatory Authority (RERA) of Dubai, Ejari is designed to protect the rights of everyone involved, while ensuring transparency between the landlord and tenant. Services like renewals, cancellations, transfers and terminations can be logged through Ejari.

How does Ejari work?
It is a simple process that requires no technical knowledge. You just need to enter basic details of the agreement like details of the property, name of the rental company and terms of agreement. On entering the required information, the agreement is registered and a barcode is issued. This enables access throughout the life of the contract. All changes and updates to the contract can be done online.

Electricity and water activation

What is Move In or Activation of Supply?
This enables you to activate electricity and water supply from DEWA to your new premises, receive monthly bills and SMS notifications.

What is the security deposit?
For apartment – AED 2,000
For villa – AED 4,000

Is the security deposit refundable?
Yes.

When will the supply be activated?
Supply will be activated within 24 hours of payment of security deposit.

How to apply for activation online?
• Fill in the online application.
• Attach the required documents:
Tenancy Agreement
Passport with valid visa page / Trade License
• Pay security deposit through ePay.

How to apply for activation offline?
• Collect application for DEWA services.
• Submit completed application with the required documents:
Tenancy Agreement
Passport with valid visa page / Trade License
• Pay security deposit at the counter and collect receipt.

How to request for a new connection?
• Visit the ‘Move In (Activation of Supply)’ page on DEWA website.
• Visit your nearest DEWA Customer Service Centre.

What are the documents required for a Move In request?
Owners:
• Registration form
• Copy of title deed
• Passport copy with valid visa page (for expatriates)
• Emirates ID
• Power of Attorney (if owner authorizes a third party for transaction)
• Emirates ID of the authorized person (applicable for the above)

Tenants:
• Registration form
• Copy of tenancy contract
• Passport copy with valid visa page (for expatriates)
• Emirates ID
• Power of Attorney (if tenant authorizes a third party for transaction)
• Emirates ID of the authorized person (applicable for the above)

Commercial Customers:
• Registration form
• Copy of tenancy contract (in the trade name / name of facility owner) or Copy of title deed
• Trade License
• Power of Attorney (if commercial customer authorizes a third party for transaction)
• Passport copy with valid visa page (for expatriates) or Emirates ID
of the authorized person (applicable for the above)

What are the file extensions that can be attached?
.doc, .gif, .jpg, .jpeg, .pdf, .tiff, .tif

What if I am unable to attach the documents?
If you are unable to attach the documents, you may email them to:
customercare@dewa.gov.ae

Or fax the documents to:
+971 4 601 9995

What are the rules to be followed while filling the online application?
• Fill in all the required fields – show in red or with an asterisk (*)
• In numeric fields enter only numeric values – example PO BOX
• In character fields enter only characters – example NAME

What if there are errors in my application?
Errors will be prompted for correction before the application can be submitted.

What happens to my activation request after submission?
Your activation request goes to the respective department. The payment is verified and your request will be processed accordingly.

Can I apply for a new connection directly?
Yes, you may go to any DEWA Customer Service Centre and submit an application for activation physically.

What are the payments that I will have to make?
• A refundable security deposit.
For apartment – AED 2,000
For villa – AED 4,000
• A non-refundable connection charge.
The amount to be paid depends on the size of the meter.

How to make the payment?
• At the DEWA Customer Service Centre – by cash, cheque or credit card.
• On the DEWA site – by credit card.

What is a Final Bill Request (Move Out)?
A Final Bill is the bill for your final settlement when you move out. After you settle this bill, you may request for the refund of your security deposit.

Is registration required?
• Yes, for online requests.
• Not required for requests made through Customer Service and Customer Care Centres.

What is the timeframe for receiving Final Bill?
Final Bill will be prepared within two working days from the date of disconnection.

How to apply for Final Bill online?
• Fill online application and submit it.
• Attach a copy of your Emirates ID or passport with valid visa page.
• On successful submission, you will receive a reference number for tracking the status of your application.
• If you have registered with DEWA’s e-services portal, you may simply log in and apply for the Final Bill.
• When the Final Bill is ready, you will be notified by SMS.

How to apply for Final Bill offline?
• Notify DEWA two days in advance through email / fax / personal visit to their Customer Service Centre. Please provide the following details:

Customer Account Number
Date of vacating premises
Telephone / mobile number
Valid ID of account holder

• Pay the Final Bill in cash and collect the receipt
or request for adjustment of Final Bill against security deposit.

• To get refund of security deposit, submit request for refund with the following:

Original security deposit receipt
Final Bill and payment receipt
Valid ID of account holder
Authorization letter from account holder (if third party is collecting deposit)
Valid ID of third party (if the above is applicable)

• To get refund of security deposit for companies, submit the following:

Authorization letter from company, duly stamped and signed
Last original payment receipt – for refund of credit balance in Final Bill

What are the rules to be followed while filling online application?
• Fill in all the required fields – show in red or with an asterisk (*)

What if there are errors in my application?
Errors will be prompted for correction before the application can be submitted.

What happens to my request for Final Bill?
Your request goes to the respective department and will be processed accordingly.

Empower registration

What are the requirements for registering for Empower’s District Cooling Service?
Owners:
• Deed copy or proof of ownership

• For Individual:
Copy of passport / Emirates ID
Owner’s signature on Empower registration forms

• For Company – ownership under company’s name:
Company stamp and authorized person’s signature on Empower registration forms
Valid Trade License copy
Copy of passport / Emirates ID of authorized signatory

• Refundable security deposit as applicable:

For residential flat – AED 2,000
For residential villa – AED 3,000
Commercial office – AED 4,000
Commercial villa – AED 5,000
Retail shop – AED 15,000

• Connection fee: AED 2,000

• Administration charge: AED 1,000

Tenants:
• Tenancy contract copy

• For Individual – tenancy contract under individual’s name:
Copy of passport / Emirates ID
Tenant’s signature on Empower registration forms

• For Company – tenancy contract under company’s name:
Company stamp and authorized person’s signature on Empower registration forms
Valid Trade License copy
Copy of passport / Emirates ID of authorized signatory

• Refundable security deposit as applicable:

For residential flat – AED 2,000
For residential villa – AED 3,000
Commercial office – AED 4,000
Commercial villa – AED 5,000
Retail shop – AED 15,000

Important:

• Download Customer Registration Form and Customer Agreement Form here.
• Power of Attorney (for owner’s registration) and authorization letter (for tenant’s registration) required for a representative of the Company / Individual and the authorized person’s copy of passport / Emirates ID in case a third party is completing the registration process.
• Registration can be completed only after the full outstanding amount currently showing on the Empower account has been cleared.

Where are the locations for registration?
• Empower Head Office:
Al Hudaiba Awards Building, Block A, 8th Floor, Opposite Union House,
Jumeirah Beach Road, 2nd Deember Street

• Business Bay Customer Service Centre:
Bay Avenue, Mezzanine Level, lake Side Left, Block F14

• Jumeirah Beach Residences Customer Service Centre:
JBR, Murjan 1, Plaza Level (P09)

• Timings:
7:30am – 3:30pm, Sunday to Thursday

What are the payment options?
Cash, cheque or credit card (attracts 1.75% service charge).

What are the charges?
• Consumption Charge:
As per meter reading, charged at AED 0.568 fils per Refrigeration Ton (RT) hour.
Billed at the end of each month.

• Demand Charge:
Recurring annual charge, at AED 750 per RT per annum.
Billed quarterly in advance (for example, charges for July-September quarter to be paid in June).

Example of Demand Charge:
Yearly Demand Charge: 4.5 RT * 750 = 3375 Dirhams per year
Quarterly Demand Charge: 3375/4 = 843.75 Dirhams per quarter

• Fuel Surcharge:
Due to steady increase in fuel prices, a Fuel Surcharge will be included in the bill.
DEWA calculates this on a transparent basis and the amount will be passed on to the customer. Billed at the end of the month.

• Meter maintenance:
Charged at AED 50 / quarter towards testing and maintenance of each meter installed in the unit. Billed in the last month of each quarter.

• Connection Charge:
One-off fee to be paid by the first owner to get the connection. This is different from the security deposit.

• Disconnection fee:
In the event of service disconnection due to non-payment of bills, a disconnection fee will be added to the bill automatically. This needs to be cleared with the total outstanding balance.
For apartments – AED 1,000
For retail units – AED 2,000

• Administration Charge:
One-off fee to be paid by the first owner at the time of registration.

Important:
For monthly and quarterly charges, please visit the Empower Charges Calculator.

What is the procedure for Final Bill?
Owners:

  • Send Final Bill Request to:
    finalbills@empower.ae
    billing@empower.ae
    You may also visit any Empower office and submit the request.
  • When you email, send the following:Final Bill Request form (get here)
    Title deed copy
    Copy or Memorandum of Understanding (MOU)/Sale Purchase Agreement (SPA)
    Copy of original security deposit receipt (if available)
    For Individual – copy of passport / Emirates ID
    For Company – official request on company letter head, valid Trade License copy
    Copy of passport / Emirates ID of seller

Tenants:

  • Send Final Bill Request to:
    finalbills@empower.ae
    billing@empower.ae
    You may also visit any Empower office and submit the request.
  • When you email, send the following:Final Bill Request form (get here)
    Expired tenancy contract copy
    Tenancy contract termination letter
    – When there is an early termination of the tenancy contract
    – When the tenancy contract has expired for more than 15 days
    Copy of original security deposit receipt (if available)
    For Individual – copy of passport / Emirates ID
    For Company – official request on company letter head, valid Trade License copy

What is the timeframe, payment mode and location options for collecting Final Bill?

  • Normal basis – within four working days after receiving request
  • Urgent basis – within one working day (urgent fee charge: AED 100)
  • Payment by cash or credit card
  • Location:
    Al Hudaiba Awards Building, Block A, 8th Floor, Opposite Union House,
    Jumeirah Beach Road, 2nd December Street
    Timings: 7:30am – 3:30pm, Sunday to Thursday

How to get refund of security deposit?

  • Cash refund:
    On production of all original documents for verification.
    If original security deposit receipt is surrendered, refund (if any) can be collected with Final Bill.
  • Cheque refund:
    If original security deposit is not available, in three weeks.
    You will be notified via SMS when cheque is ready.

Is there a final settlement / refund fee?
Yes. The final settlement / refund fee is:

  • Residential unit – AED 10
  • Retail unit – AED 100

Important:

If a third party is completing the Final Bill process, a Power of Attorney (for owner) and authorization letter (for tenant) is required, along with the third party’s passport / Emirates ID copy.

Palm Utilities

What is the procedure to register for Palm Utilities?
Owners:
• Visit Customer Service Center at Al Mas Tower, 1st Floor, Shop No 3, Jumeirah Lakes Towers.

• List of documents required can be downloaded here.

• Please also submit the End User Agreement and Letter of Undertaking, completed by the owner or owner’s representative.

• Upon registration, customer starts receiving bills regularly.

Tenants:
• Only registered owners of apartments and buildings are registered. Tenants may request for a copy of the bill by requesting for their address to be added as a ‘Second Billing Address’. Download the form here.

• If an owner needs to assign another individual or entity to receive a copy of their bill, they can request for a ‘Second Billing Address’ to be added. An additional copy of the bills will be send to this address.

What are the charges for Palm’s District Cooling Services?
• Consumption Charge:
As per meter reading, charged at AED 0.563 fils per Refrigeration Ton (RT) hour.
Billed at the end of each month.

• Capacity Charge:
Fixed change of AED 750 per RT per annum. Billed quarterly.

• Fuel Surcharge:
A variable Fuel Surcharge from DEWA at the prevailing rate. Billed at the end of the month.

• Meter Service Charge:
Charged at AED 30 / month towards BTU meter reading.

• Disconnection Charge:
In the event of service disconnection due to non-payment of bills, a disconnection fee will be added to the bill automatically. This needs to be cleared with the total outstanding balance.
For apartments – AED 1,000
For retail units – AED 2,000

What is the procedure for Final Bill?
Owners:

• On sale or transfer of a property, the end user is required to close his / her account with Palm Utilities.
• The new owner should register through PDCs.
• Current owner and new owner should visit the Palm Utilities Customer Care Centre and apply for the Final Bill.
• All relevant documents from both parties should be submitted to ensure that the transition is smooth and complete.
• The Final Bill of the old owner and the registration of the new owner happens simultaneously.
• To register a new customer, all outstanding amounts of the old account should be cleared.
• The Final Bill will take up to three working days to be generated from the date of submission.
• Once the Final Bill is generated, any credit in the account will be refunded and any debit in the account should be cleared, failing which the amount will be transferred to the new account.

The Final Bill and Refund Request form can be downloaded here.

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