How to dispute a DEWA bill in Dubai: Customer rights, steps and what to do before filing

Dubai: Imagine checking your utility bill and discovering you are required to pay higher than the usual amount you spend on water and electricity. If something’s off, you have the right to dispute the bill with the Dubai Electricity and Water Authority (DEWA). Here’s everything you need to know about how to file a complaint with DEWA, and follow due process. What are a tenant’s rights when it comes to wrongful billing? Imran Khan, legal consultant at I K Lawyers, said: “A customer who believes a DEWA bill is unusually high or inaccurate should formally file a complaint and request verification of the meter readings, investigation of abnormal consumption, and a technical inspection if leakage or meter malfunction is suspected. The complaint must be officially registered, and the customer should retain the reference number for follow up or escalation.” He added that DEWA is required to review the complaint and provide an official response, “so ensuring proper registration and documentation is essential”. What can cause an unusually high utility bill? It’s worth noting, however, that there are several reasons your bill could be higher than usual, and not all of them require you to file a complaint. Try to locate the source of the issue, and make sure it is valid, before officially registering a complaint with DEWA. Here are some legitimate reasons why you could have a higher bill, according to DEWA’s website: Higher consumption: DEWA uses a slab tariff system for monthly electricity and water consumption. With slab tariffs, the price increases progressively, with the increase in electricity and water consumption. Aspects like summer heat, direct sun, dirty filters, open balcony doors and low thermostat settings can increase your consumption quickly. Hidden water leak: A leaking toilet, tap, or garden line can raise your water usage, even when your habits have not changed. Change to usage: If you have visitors at home, or are using new appliances, it can impact your electricity and water consumption. Villa garden or pool: If you have a garden or pool on your premises, you may see higher water and electricity bills due to irrigation, pool pumps and outdoor lights. Long billing cycle: Check your bill again – are you looking at a longer billing period? This may cause your amount due to look higher, even if your daily usage has been the same. Previous balance: Previous balance, move-in or move-out charges, and adjustments can raise the total bill. What to do before filing a complaint with DEWA Ensure you are well-informed about your household’s utility consumption patterns, and have the evidence you need, before filing a complaint. Here are some ways you can gather information about your usage before reporting the bill as incorrect, according to DEWA: Compare bill lines: Separate the various components of your bill, such as electricity, water, fuel surcharge, VAT, housing fee, previous balance and adjustments, before narrowing down on one item as the culprit. Check kWh usage: DEWA’s electricity meter records usage in kilowatt-hours, or kWh, which measures the total energy consumed over a period of time. At the end of the billing period, the difference between the previous meter reading and current meter reading becomes the monthly electricity consumption. That kWh usage is then priced through electricity tariff slabs. If your bill is showing an increase in kWh usage, inspect your air conditioner, appliances, and equipment to ensure everything is working as it should be. Check water sources: If your water bill has jumped, inspect toilets, taps, heaters, irrigation lines and pool systems, as hidden leaks can cause your bill to spike immediately. Review meter reading: Check whether your bill uses actual or estimated readings, and compare the previous meter with the current meter to assess differences. Use Smart Living: DEWA’s Smart Living initiative is a digital dashboard that allows you to monitor your household’s consumption patterns, receive alerts for unusually high water usage, and compare your consumption with similar homes in the area. It also features tools like ‘Away Mode’ for when you’re travelling, and a Consumption Assessment Tool for more detailed breakdowns. Smart Living can help you pinpoint problem areas, if any. What information do I need, before filing a dispute? If, after going through all the above steps, your usage still looks wrong, submit a formal complaint with DEWA. Khan advised ensuring you have all your evidence in order before filing a dispute, as comprehensive documentation strengthens your position. He explained: “Customers should record all relevant documentary evidence before raising a DEWA dispute, including the disputed bill, previous bills showing normal consumption, dated photographs of the meter, and any proof of leakage, maintenance issues or periods when the property was vacant.” He also recommended keeping “tenancy documents, maintenance reports and any communication with the l