FAQ’s

We understand the market and the customers very well without decades of experience. We know the basic questions that every customer asks and have the right answers for these queries. Call us now or send an email to ask specific questions.

Below are a few frequently asked questions that almost everyone asks. Find what you are looking for or contact us for a customized or detailed query.

Agreement registration

1

How does Ejari work?

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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.

2

What is Ejari?

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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.

Electricity and water activation

1

How to apply for Final Bill online?

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• 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.

2

How to apply for Final Bill offline?

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• 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

3

What are the rules to be followed while filling the online application?

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• Fill in all the required fields – show in red or with an asterisk (*)

4

What if there are errors in my application?

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Errors will be prompted for correction before the application can be submitted.

Empower registration

1

What is the procedure for Final Bill?

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Owners:

Send Final Bill Request to:
[email protected]
[email protected]
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:
[email protected]
[email protected]
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

2

What are the charges?

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• 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.

3

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

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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

4

How to get refund of security deposit?

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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.

Palm Utilities

1

What is the procedure to register for Palm Utilities?

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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.

2

What are the charges for Palm’s District Cooling Services?

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• 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

3

What is the procedure for Final Bill?

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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.