DEWA Final Invoice: How to Deactivate Your Utility Services

When moving into a flat or a villa in Dubai, the new resident must connect utilities in their name. If letting out premises, the utility services will be registered to the tenant's account. When moving out, the former tenant or former owner must disconnect their utility services and pay the final utility invoice. We will tell you how you can do this and how to make a deposit refund.

• What Is DEWA?
• How to Cancel DEWA via the Website
• How to Cancel DEWA without Login
• How to Cancel DEWA Online via the App
• How to Close Your DEWA Account at a Customer Happiness Centre
• How to Change Address in the DEWA Account
• Dewa Disconnection Fees
• Final DEWA Invoice

What Is DEWA? 

The Dubai Electricity and Water Authority (DEWA) is a government entity. The Authority is the sole provider of utility services in Dubai. DEWA provides utilities to all categories of consumers: government agencies, private enterprises, individuals (citizens and expats).

You should contact DEWA

• when moving in, to activate electricity and water supplies, 
• when moving to new premises, to reconnect utility supplies — in other words, to activate them at your new address, and
• when moving out, to deactivate electricity, water supplies, and sewerage.

Thanks to digitisation implemented in recent years, DEWA has become even more convenient for its customers. Most of its functions can be accessed online, such as utility connection and disconnection, the payment of invoices or the registration of complaints.

You can find out more by clicking here to read about DEWA’s features, how to connect to the services and pay invoices.

There are several ways to deactivate DEWA’s services. This can be done at the nearest DEWA Customer Happiness Centre, on the website or via the mobile app. Here we will tell you more about the DEWA cancellation procedure.

How to Cancel DEWA via the Website

To deactivate DEWA services on the official website, you need to do the following:

1. Go to the DEWA website;
2. On the left side of the screen, in the 'Menu' section, select 'Consumer', and then 'Supply management';
3. Select the section 'Deactivation of Electricity/Water (Move-Out)';
4. Select the option 'Apply online';
5. Log onto the system, using your DEWA user ID (the ten-digit account number in your contract with your service provider) or the UAE PASS number (it grants residents access to all government services).

If you log in with a DEWA user ID, then do not forget to input the DEWA contract account number that you need for your request (if you have more than one account). If you use the UAE PASS, the DEWA website will automatically recognise and register your phone number, e-mail address and Emirates ID.

1. Input your DEWA contract account number - you will find it on your DEWA invoice. In the application form, add your phone number and e-mail address. Select the date and time when you want to disconnect your utility services – in other words, the actual time when you plan to leave the flat or villa. This is the day when DEWA will deactivate water and electricity supplies and take the last meter readings.
2. In the 'Refund' field, select how you want to get a deposit back  — to your bank account or by cheque. You can also indicate in the field that you plan to apply for a refund later.
3. Tick the box:  'I agree to the Terms & Conditions', check your data again, and click the 'Confirm' button.

Once you have submitted the application, you will receive the final invoice within 24 hours.

How to Cancel DEWA without Login

If you have not registered on the DEWA website or if you cannot remember your data, there is another way to deactivate DEWA services.

1. On the DEWA website, go to the section 'Deactivation of Electricity/Water (Move-Out)'. Select 'Apply online without login'.
2. Enter the ten-digit DEWA contract account number and the nine-digit DEWA premises number. You can find both numbers on previous utility invoices.
3. Wait for an SMS or an email with a temporary password.
4. Use the password to log on and proceed as described in the previous section: pay your outstanding invoice (if any), select the date and time when you are moving out and how you want the DEWA security deposit to be returned.

How to Cancel DEWA Online via the App

If you have a DEWA ID, you can download the DEWA app available for Apple and Android devices. 

After you open your account in the app, you need to apply for DEWA disconnection. To do so, follow the same steps indicated earlier about the DEWA website.

How to Close Your DEWA Account at a Customer Happiness Centre

There are six DEWA Customer Happiness Centres in Dubai. You can apply for the disconnection of utility services at any of them. You can also obtain all the advice and assistance that you need at these centres. 

You must provide the following information to the Customer Happiness Centre:

• your DEWA contract account number,
• your Emirates ID,
• the date of the disconnection of your electricity and water supplies, and
• your mobile phone number in the UAE.

They will register your application, give you a move-out notification number, and propose that you select your preferred method for the deposit refund.

How to Change Address in the DEWA Account

If you are not leaving for good, and only moving to new premises, you can simply change your housing address in your DEWA account (Move-To). You need to submit an application on the website, in the app, or at a Customer Happiness Centre, indicating the date of your move, along with the numbers of your premises (current and future). In this case, the security deposit will be transferred to the account of your new premises. If you have any outstanding debt, it will be covered by your deposit, and you will have to re-deposit the amount that has been deducted. After the transfer of the security deposit in full, DEWA will activate utility supplies to your new premises.

Dewa Disconnection Fees

• Disconnection fee in the case of a flat with small meters – AED 100 (USD 27)
• Disconnection fee in the case of a flat with big meters – AED 300 (USD 80)
• Knowledge fee: AED 10 (USD 3)
• Innovation fee: AED 10 (USD 3)

Thukher and Sanad cardholders are eligible for a 50% discount on DEWA disconnection fees.

Final DEWA Invoice

DEWA will e-mail the final invoice to your e-mail address within 24 hours of receiving your application.

If the date of the move occurs, for example, two weeks after the request for deactivation, you will have to pay the final invoice later. DEWA will issue it within one day of the specified date. It is possible that the security deposit may cover your final invoice.

If the invoice exceeds the amount of the security deposit, DEWA will issue an invoice  for the outstanding amount. However, if the final invoice is smaller than the security deposit, DEWA will refund the balance by cheque or through an online transfer.

In a Nutshell

The DEWA payment system is a very convenient tool that any user will find easy to master, even the most inexperienced. However, if you are not used to connecting or disconnecting services or paying invoices, feel free to go to a Customer Happiness Centre, where they will help you resolve any issues that you may have.

Cover photo: pressfoto (Freepik)