In a step that reflects a stricter approach to regulating the relationship between consumers and service providers, the Abu Dhabi Department of Energy has launched a new policy to protect consumers in the energy sector, aimed at reinforcing customer rights and improving the quality of essential services in the emirate. This step comes within the context of broader regulation of the electricity, water, wastewater, and district cooling sectors, in a way that ensures the continuity and efficiency of supplies and their provision at a reasonable cost to various segments of society.
The policy is not limited to general aspects, but rather sets out a practical framework that clearly defines the responsibilities of licensed companies, complaint handling mechanisms, service disconnection controls, and customers’ rights in relation to bills and personal data, as well as facilities designated for special social and humanitarian cases.
A Broader Regulatory Framework for the Relationship between Consumers and Companies
According to what was announced by the Department of Energy, the new policy was designed to establish a unified regulatory reference that protects consumers’ interests and obliges companies operating in the sector to adhere to clearer standards in service delivery. These services include electricity, water, wastewater, and district cooling, with a focus on ensuring service quality, supply safety, and continuity.
The policy also requires licensed companies to provide customers with clear service agreements when opening accounts, provided that these include the basic terms and conditions, the rights of both parties, and any possible restrictions on the use of the service. This represents an important step toward reducing ambiguity in the contractual relationship and enhancing transparency from the very beginning of the interaction between the consumer and the service provider.
The Undersecretary of the Department of Energy in Abu Dhabi, Engineer Ahmed Mohammed Al Rumaithi, affirmed that the consumer is at the top of the department’s priorities, noting that the new policy is based on a vision aimed at ensuring the provision of high quality services efficiently and at reasonable prices, in addition to developing the regulatory framework in a way that meets current and future needs.
Controls for Billing, Disconnection, and Service Standards
Among the most prominent issues addressed by the new policy is the regulation of the monthly bill, as it obliges distribution companies to issue regular bills based on actual readings of customer consumption whenever possible. In cases where it is not possible to obtain an actual reading due to force majeure circumstances, the policy permits the issuance of estimated bills, ensuring the continuity of operations within specific controls.
The policy also addressed what are known as “guaranteed service standards,” whereby companies in the sector are required to provide a high level of service to customers and compensate them when these standards are not met. This approach reflects a shift in regulation from merely defining obligations to linking service quality to direct responsibility toward the consumer.
With regard to service disconnection, the policy established clear restrictions, especially for residential accounts in critical circumstances, as distribution companies are required to take the necessary precautions to ensure the continuity of service for customers whose disconnection may pose a risk to their health or safety, or to the health and safety of those living with them, while providing alternatives when needed.
The policy also regulated the procedures for submitting complaints, stipulating that the distribution company should be the customer’s first point of contact, and that it should be given the necessary time to process the complaint according to the approved performance indicators, before escalating it to the Department of Energy if the solution is unsatisfactory or no response is received within the specified period.
Facilitations for Those in Financial Difficulty and Priority for People of Determination
The policy gave special attention to customers facing payment difficulties, as it obliges companies in the sector to allow installment plans for outstanding amounts after studying the customer’s financial situation and establishing an appropriate repayment plan, provided that the customer commits to paying current and accumulated obligations in accordance with the approved mechanism. This clause reflects an approach that balances service sustainability with consideration for the financial circumstances of some subscribers.
When terminating the service or closing the account, the policy requires the company to verify that there are no outstanding financial dues, issue a clearance certificate, and notify the customer in writing before completing the disconnection and closing the account. This is intended to ensure clarity of procedures and avoid leaving any obligations or financial consequences unresolved.
The policy granted clear priority to People of Determination and home care categories, as it requires companies to develop their services and strategies in a way that takes their needs into account and ensures easy access to the service, while expediting the completion of their transactions and providing qualified staff to serve them, and even sending representatives when needed to meet their requirements. In this way, the policy appears closer to a regulatory document with both a service oriented and humanitarian dimension, seeking on the one hand to regulate the market, and on the other to enhance fairness in access to services.
