Thursday, June 16, 2011

DEWA’s Customer Care Centre receives over 263,000 phone calls during the first quarter of year 2011

An increase of 13% in comparison with 2009  and over 1,100,000 in 2010

Dubai 15th June, 2011: Dubai Electricity and Water Authority, (DEWA) has confirmed receiving 263,524 phone calls during the first quarter of this year.   DEWA emphasized the importance of the Customer Relations Department as a vital and effective cornerstone to achieve the highest level of customer satisfaction in Dubai.
HE Saeed Al Tayer, MD and CEO of DEWA said: “In line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, DEWA is successfully working to achieve the Government of Dubai’s strategy so as to promote sustainable development in the Emirate of Dubai and to strengthen Dubai’s leading position as a world hub for finance, business and tourism.”
DEWA Customer Care Center is primarily looking forward to speed up the response on all customers’ needs and requirements, adding that as one of the core values of the DEWA strategy, quality and excellence are the main aspects in responding to all customers,” HE Saeed Al Tayer, MD and CEO of DEWA further added.
On her part, Amal Al Suwaidi, VP – DEWA Customer Relations, said: “DEWA Customer Care Center received almost 462,000 phone calls through the Emergency Line during the Year 2010, an approximate of 1268 calls per day.  The Centre also received around 684,000 calls related to Billing Services, which is an average of 1875 calls per day. Figures released for March 2011 indicate a Service Quality Level (SQL) of 91.75% was achieved exceeding target requirements. The total number of calls for the month of March 2011 was 86,329.
"The Customer Care Centre employs 97 qualified employees and supervisors from the best trained local calibers, in addition to other nationalities speaking different languages like Arabic, English, Hindi, French, Urdu, Farsi, and recently Chinese, to meet all the needs and requirements of customers in line with the international quality standards and best practices in the Customer Service perspective,” Amal Al Suwaidi further added.
The Customer Care Center’s role does not only include communicating with customers through calls but it is also a multi-communication interactive  tool with all customers receiving their requirements, needs and consultations via Fax number (04-6019995) and  email ( The Centre also helps customers in the registration process for e-Pay through DEWA’s Website and offers guidance on how to avail DEWA services through the simplest processes. Other services customers can inquire about are the various bill payment channels offered by the Authority, including Customer Service Centre locations, as well as a variety of other services.
DEWA’s Customer Care Centre at Umm Ramool, which operates 24 hours a day and 7 days a week including holidays, receives phone calls on 991 for Emergency Calls and Billing and other services query on 046019999.

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