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Customer Guide - Al Ain Distribution Company

1. Payment of accrued consumption before applying for the service Application for Diversion of Cable Routes Cost verified based on cable size amp length if changed after completion of all the required procedures Service access Service Inquiry Service description Transfer of the route of electricity lines after applying for clearance and receiving the AADC Contact Center 8009008 24 hours 7 days a week non clear certificate Service can be provided to empty plots prior to construction Applying for Service Technical Counter Branch 03 7082408 Process description Submitting application for cable lines diversion Al Saad Branch 03 7826655 Obtaining an appointment for inspection Al Hayer Branch 03 7322377 Completion of site inspection amp approval from concerned parties Al Wagan Branch 03 7352525 Notifying client of required fees Commencing of work on transfer of the route for electricity lines Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday Cost verified based on cables and equipments to be diverted with supervision charges Service duration 30 days because of the transferring of materials and obtaining the required approvals Service Inquiry from the concerned parties Service access AADC Contact Center 8009008 24 hours 7 days Applying for Service Required Documents Technical Counter Branch 03 70
2. Iolyn CUSTOMER GU DE ba aa eigtU ual lt J Al Ain Distribution Company Emergency External Branches a m Holidays None Friday Friday Friday Friday Friday Friday Friday O OO N O U OQ NN Friday s O Friday 11 Friday ej Gast ih Al Ain Distribution Company CONHET s Customer Service Branches Working hours 24 hours 7 AM 6 PM 6 AM 6 PM 6 AM 6 PM 6 AM 2 PM 6 AM 6 PM 6 AM 2 PM 6 AM 2 PM 6 AM 6 PM 6 AM 2 PM 6 AM 2 PM Branches MERLE Al Souq Industrial Area Al Hayar Al Saad Al Wagan Technical Counter Mezyad Municipality Working hours 7 AM 3 PM 7 AM 8 30 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 30 AM 3 PM 8 AM 3 PM Cashier closing time Al Maqam Branch Suwiehan Branch Power Emergency Al Hayer Swehan Al Yahar Al Khaznah Contact No 050 6233808 03 7821983 050 6667565 03 7815122 050 6664324 03 7351388 03 7356301 None 050 6631414 050 6533347 050 1120535 8 AM 3 PM Contact No 03 7636000 03 7666588 03 7211765 03 7322377 03 7826655 03 7352525 03 7082408 03 7842370 03 7084670 03 7684841 Z Contact No 03 7321397 03 7347348 03 7826343 02 5661079 Pump Station Neama Qreyeh Mezyad Malaget Al Saad Al Khaznah Al Wagan Al Quoa Umm Al Zumoul Maqam Nahel Suwiehan 8 AM 3 PM 03 7085156 Water Emergency Contact No Al Saad 03 7827981 Me
3. Wagan Branch 03 7352525 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday official working hours 7AM 3 PM from Sunday to Thursday Service duration An average of 30 days if connection is from the existing network and after getting the 5 Working Days required approvals working days Required Documents Required Documents Documents Kinds Documents Kinds Letter from Al Ain Municipality Letter from Al Ain Municipality Copy of Owner s ID Copy of the Owner s ID Site Plan Site Plan Letter from Corporation Company Authority Letter from Corporation Company Authority Copy of Trade License Account Subscription Meter numbers e jg Hl Cor Ai Al Ain Distribution Company ewig Ure aya Al Ain Distribution Company Application for Removal of Permanent Temporary Electricity Connection 5 Service description Elimination of electricity service Permanent because of demolition of existing premises Temporary New premises construction project Process description e Open an application at technical counter or external branches Commencing of work on elimination of electricity e Obtaining the final clearance No fees required
4. in touch with you amp knowing your satisfaction level of AADC services Assuring that you receive your monthly bills regularly e Assurance of receiving our advertisements of newly launched services Paid by mistake to another account What should do In case of payment through a bank client has to contact the contact center reporting the error and sending the payment receipt by fax at that time correspondence will be carried out to the concerned bank branch through the Settlement Department to reverse the payment In case the client has paid in cash he has to bring the receipt and visit the main branch personally What are the important numbers provided with you need to provide while visiting any branch or talking to a call center representative Itis important to have an account number in all cases For Electricity Emergency Complaints Account No amp Meter No For Water Emergency Complaints 10 Digits Blue Plate No consisting of Premise No What is the consequence of not paying bills regularly Delay of paying bills in the specified period 14 days from bill date means you may face disconnection of service amp paying AED100 as reconnection fees to restore the service AADC not obliged to provide compensation for loss or cost occured from disconnection of service due to non payment of bills Dear client make sure to pay bills regularly assuring continuance of service by reviewing your bills amp checking y
5. materials shall be recovered after the completion of the project If the AADC supplied the required materials the consumer shall pay of the material cost in addition to the load fees as in case of permanent supply Free of charge Service Power Supply to residential buildings villas amp houses farms and governmental projects Power Supply to Camel Yard amp Wells outside the farms Temporary Power supply to projects sites Temporary Power Supply to Wedding Ceremonies Celebrations and other occasions Water Supply Fees Water Connection For 15 50 mm connections considering the distance from the water main line Water Connection 15 mm Diameter Water Connection 20 mm Diameter Water Connection 25 mm Diameter Water Connection 40 mm Diameter Water Connection 50 mm Diameter Water Connection 80 mm Diameter Water Connection 100 mm Diameter Water Connection 150 mm Diameter Water Connection 200 mm Diameter Water Connection 250 mm Diameter Water Connection 300 mm Diameter Temporary Water Supply to Wedding Ceremonies Celebrations and other occasions Note The distance is 20 M The civil work is included 2 000 3 000 4 000 6 000 8 500 15 000 30 000 40 000 50 000 60 000 70 000 Free of charge provided that water tanks must be available at the site The distance is gt 20 M The civil work is included The actual cost D
6. usage of AC to keep the place cold with minimum cost readdoes the following steps Make sure that AC filter is clean Read the user manual thoroughly for its usage later on Set the temperature at 25 degree Celsius When the weather temperature is 25 degrees Celsius do not use the AC Switch off the AC when you leave the room for a long period of time Make sure that curtains are drawn down to enjoy mid level of temperature Air fans are enough to cool down temperature during some days during summer Do not keep the room door open when operating the AC gg Ll Utell Sy ib Al Ain Distribution Company What can l do in case of electrical fire It is believed that overload or electrical shock on electrical switches or any other fault in electrical equipment leads to emission of fire which is called an electrical fire Here are the steps you can follow in such cases Disconnect electricity from the equipment causing the fire or isolate current from the entire house This is the best solution after that you have to use fire extinguisher Safe electricity for my house How can l protect myself from electric dangers inside or outside my house If you do not have a fire extinguisher do not use water for putting off the fire because it leads to a new electrical short besides damaging the electrical equipment completely In this case you have to put off the fire using bed sheets or It is obvious that electricity is the most valuable substance in
7. water service Permanent due to demolishing of the existing premises Temporary new premises construction project Process description Submission of application for water connection line disconnection with required documents Obtaining appointment for inspection Completion of inspection amp approval from concerned department Informing client for payment of fees Commencing on work to disconnect meter amp water connection Fees Free service consumption must be paid Service access AADC Contact Center 8009008 24 hours 7 days Applying for Service Technical Counter Branch 03 7082408 Al Saad Branch 03 7826655 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday Required Documents Connection Type Permanent Temporary Document Type Letter from Al Ain Municipality Copy of the site plan Copy of the trade license Copy of the owner s ID Copy of construction license Meter account number Bring letter from municipality to remove commercial and government connections Not necessary to bring copy of the construction license to remove the permanent connections ewig Ure aya Al Ain Distribution Company gg Ll uall Sy ii Al Ain Distribution Company Application for Approval on Water Reservoir Location Application for Water Site Cle
8. yi Al Ain Distribution Company Any incomplete application will not be accepted Contracting Permit issued from AADC valid for only one year for companies to conduct electrical work Competency certificate given to companies establishment applying for in accordance with the following procedures Fill up contracting permit application form from AADC Applicant must attach all the required documents mentioning the category required All requirements of permit application must be completed prior to review by the committee of contracting permits for applicants under process Technical staff will be interviewed by AADC committee Date amp Time of interviews will be announced and applicants informed accordingly Company granted the contracting permit after Engineer passed the interview and all the required fees for that category paid In case of Engineer not passing the interview another request for interview can be granted Contractor must abide with the AADC specifications conditions amp regulations full abidance of work health amp safety measures protecting the staff Referring to AADC prior to conducting any work or projects All work conducted in accordance with AADC specifications amp approved plans Contracting companies amp establishments must abide by the category permitted for Contracting must refer to AADC prior to starting any additional work for the site Authorization cards are issued for each approved Engineer and techni
9. 7AM 3 PM from Sunday to Thursday Approval of water tankers section Eanes y Required Documents Copy of water tanker registration Application for hiring of water tanker Water tanker valid registration Copy of the owner s ID Required Documents Al Ain Distribution Company ral 23 Al Ain Distribution Company Application for Ownership Change Change of ownership name of premises in case of sale lease or court orders Process description Submission of application with required documents requesting the service of changing the ownership name Suspension of previous owner s service agreement amp guiding the client payment of all dues Activating the account of the new owner Special conditions The ownership change request takes place only in case if the letter is issued from the Municipality Department not other Departments Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service All Customer Care Branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to Thursday except Mezyad amp the Municipality branches 8AM 3 PM A Required Documents Official letter from Al Ain Municipality changing name of ownership Account No Subscription No Meter No Copy of owner s ID Site map in name of new owner Eig Urs day _ E gs Uell ii Al Ain Distribution Company 24 25 Al Ain Distribution Company New
10. 82408 amp C tion T p t IT Al Saad Branch 03 7826655 onnection Iype ermanen emporary Al Hayer Branch 03 7322377 ae Al Wagan Branch 03 7352525 Documents Kinds e e e e Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during Tona it py y official working hours 7AM 3 PM from Sunday to Thursday Copy of owner s ID Copy of building license Site plan Copy of attested signature Copy of site plan Meter account or subscription number Required Documents rile Site inspection report Copy of rade license 10 11 Al Ain Distribution Company Al Ain Distribution Company 6 Service description Process description Fees Service access Working hours Service duration ei Vast lt D Al Ain Distribution Company Assurance of construction site is cleared from electricity services Open an application at technical counter or external branches Submission of required documents for electricity site clearance Obtaining an appointment for inspection Payment of fees Verifying and approval on the drawings Site visit Delivery of approval to client AED 100 Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Municipality Branch Directorate of Municipality Affairs Al Ain Telephone No 03 7084670 During official working hours 8AM 3 PM from Sunday to Thursday 5 working days 12 7 Service descrip
11. 9 72 AADC Managing Director s Statement Dear Clients Welcome and thank you for reading the AADC s customer service guide We have the pleasure to put this guide in your hands to assist and help you to closely know what are the offered services by the Customer service Directorate and the information related to the services in an accurate and clear manner The guide consists of three chapters starting with the first chapter which explains services and its procedures Chapter two shows important information related to bills payment methods our services prices and the outside branches of the company Chapter three describes our commitment towards our customers to provide directive information in order to save energy amp water resources as well as information regarding safety We pray and ask our lord Allah to bless and guide us in providing you with the best and reliable services that may get your satisfaction and we shall continue to do our utmost effort in providing such services with great reliability amp efficiency We are proud of reaching you We are looking forward to serving you Saeed Saif Bin Naif AL Ameri Chairman and Managing Director Al Ain Distribution Company Al Ain Distribution Company b d Te 2 l k Service description Connecting electricity for new premise Process description Submission of the required documents for connection of electricity service Obtaining an appointmen
12. Customer Setup Request Service description Entry of premises name in the billing system to assure receiving bill amp continuation of service Process description Submission of application with required documents of requesting change of ownership Opening of new account for the consumer Payment of deposit Activating the premise service agreements concerning the premise Fees Free service Insurance deposit obligatory Fee Residential Commercial Industrial Temporary Sites AED 10 000 AED1000 AED 2000 AED 5000 Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch Telephone 03 7636000 or external branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to Thursday except Mezyad amp the Municipality branches 8AM 3 PM Required Documents Copy of the ID card UAE Citizens Copy of the attested tenant contract Account No Subscription No Meter No Attesting signatures Commercial Copy of the chamber of commerce license Application for transfer of Account Payee to Government or Semi Government Organizations 3 Service description Service given to client guaranteeing that a third party not client will pay AADC water electricity bills Example transfer of payee on client s employer working for Process description Submission of required documents at customer service counters in any branch Branch sends documen
13. anker Rental Request Service description Check up of water tanker for safety storage size amp compliance with the health Providing water tanker hiring service to locals specifications Process description Submission of application at the main branch Process description Payment of check up fees at customer service branches accordingly bill issued Contacting the client informing him her to commence the check up of water tanker Lab check up of water tanker Payment of required lab fees Completion of workshop check up at Neama water tanker station Special conditions Water tanker must be permitted and fit for delivery of drinking water Allocation of water tanker s working area Guiding the client to sign agreement with the company AED 410 In case of client agreement amp clearing all check ups service begins immediately Service access Service Inquiry Special conditions Ownership of tanker must be under applicant name AADC Contact Center 8009008 24 hours 7 days Payload should comply with registered application Applying for Service AED 410 Main branch 03 7636000 or any external branches Service access Service Inquiry Working hours Main branch amp external branches during official working hours 7AM 3 PM from AADC Contact Center 8009008 24 hours 7 days Sunday to Thursday Applying for Service Main Branch Telephone 03 7636000 Service duration Immediately Working hours Main Branch during official working hours
14. arance Service description Approval on water reservoir location amp specification prior starting constructing of the Assurance of construction site cleared from water services premises Process description Submission of application with required documents Payment of required fees Review of plans amp approving them Commencing of site visit Delivery of approval to client Fees AED 250 for daily use of less than or equal to 5000 GL and 500 DH for daily use for AED 100 more than 5000 GL Service access Service Inquiry Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days AADC Contact Center 8009008 24 hours 7 days Process description Submission of application with the required documents Payment of fees Review of plans amp approving them Delivery of approval to client Applying for Service Applying for Service Municipality Branch Directorate of Municipality Affairs Al Ain Municipality Branch Directorate of Municipality Affairs Al Ain Telephone No 03 7084670 Telephone No 03 7084670 Working hours During official working hours 7 AM 3 PM from Sunday to Thursday Working hours During official working hours 8 AM 4 PM from Sunday to Thursday re anne Letter from Al Ain Municipality Required Documents Letter from Al Ain Municipality Required Documents 2 copies of the reservoir location plan 2 copies of the site plan Application for Water Tanker Check Up Water T
15. cian to follow up matters with AADC Competency certificate shall not be renewed for electrical contractors without passing the wiring regulations course conducted by an AADC approved institute Any change of technical staff by the contractor must be reported to AADC 2 weeks prior to submission of any application or request with AADC Trade License Registration Certificate Municipality License of the contracting company establishment must be valid Contractor s technical staff must undergo exams prior to approval being granted Contracting party must abide by the laws amp regulation of United Arab Emirates Technical staff exceeding the given number will not be granted approved payment of all fees before issuance of contract approval Payment of all fees before issuance of contract approval Contractors with fourth and fifth categories certification will be entitled to carry out electrical works in Al Ain Region Only Other categories will be entitled to carry out works in Abu Dhabi Emirate including Al Ain Contracting companies establishments should abide by the following Obtaining approved work charts plans prior amp during the project Executing of all cable supplies for electrical work in accordance with issued specifications of ADDC amp AADC Defining the load within permitted limits during work Assisting AADC ADDC site inspectors during their site visit and providing all technical staff for help Final connection application must no
16. ected to be answered in detail All reasonable efforts should be made to resolve all complaints as quickly as possible What happens if am not satisfied with the response If you are still not satisfied with the given response then you have the right to forward the information to the Regulation Bureau customercare rsb gov ae that will assist you further The Regulation Bureau will investigate and conciliate complaints and track the complaints with the Al Ain Distribution Company For further details visit the PTO website http www rsb gov ae How can inquire on a complaint s progress You may inquire on the status of your complaint at any time by calling the AADC contact center toll free 8009008 writing e mailing faxing or visiting any of the company branches Will my complaint make a difference The AADC takes all complaints seriously and aims to learn from them to continually improve the overall performance of the organization and achieve customer satisfaction Eig asl ay Al Ain Distribution Company ADD TO YOUR INFORMATION Why you should activate account on your name amp pay the insurance deposit Activating account on your name amp paying the required deposit allows you to obtain all services without obstacles Why is it important to update your details with AADC Continuance of getting AADC s various services in an easy amp flexible way Keeping confidentially of personal information e Getting
17. ection from the meter from one subscriber to another subscriber without informing the AADC Service connection bypassing the meter from one subscriber to another subscriber without informing the AADC Restore of supply water amp electricity without informing the AADC because of non payment Al Ain Distribution Company 6 Free Free 1000 1000 2000 5000 10 000 for each service Compensation Value in Dhs 50 10 000 consumption estimation value 5000 consumption estimation value for each of them 10 000 consumption estimation value for each of them 10 000 for each case cancellation of the consumption deposit AADC COMPLAINTS HANDLING PROCEDURE What is the AADC complaints handling procedure The AADC is committed to providing its customers with the best and reliable service We take all comments and complaints seriously and aim to learn from them The AADC designed this procedure to explain the process for addressing issues that arise when customers feel their expectations of the Al Ain Distribution Company services are not met What can be complained about Complaints may be made about any aspect of AADC s operations How do complain If you feel that the AADC could have done better or there is something you believe we should be doing differently we would like to hear from you through the following methods e Calling the Toll free 8009008 Faxing Contact Center 03 7629949 e Mail
18. ending bills statement of account via fax or AADC Contact Center 8009008 24 hours 7 days email address Immediately Service access Applying for Service AADC Contact Center 8009008 24 hours 7 days Required Documents N A Working hours 24 hours week days Required Documents No Documents Required EHH Urs Ay Al Ain Distribution Company eg Utell apis Al Ain Distribution Company E 6 Service name Service description Process description Fees Service access Working hours Service duration gg Ll uall Sy Al Ain Distribution Company Attendance of clients calls suggestions amp remarks Attendance of customer s calls Listening to their remarks and suggestions and referring their suggestions and remarks to the concerned party N A Free Service Applying for Service AADC Contact Center 8009008 24 hours 7 days 24 hours week days Immediately 48 49 ewig Urs aya Al Ain Distribution Company PAYMENT METHOD For our customers convenience Al Ain Distribution Company offers simple ways to pay your water amp electricity bill Customers can pay through any of the AADC partner s banks through their websites ATM machines or the Interactive Voice Response IVR Please be informed that payment through banks lasts around 3 working days to be credited to your account Customer Service Branches Branches Main office Al Souq Industrial Area Al Haya
19. er till its quality is verified In case the problem is not an internal matter it will be dealt by AADC and until it is solved fresh water will be provided by the company ei Vast ay Al Ain Distribution Company Wasi ay Al Ain Distribution Company 71 Solution in economizing How You can reduce your bill cost by shutting down your laptop for 12 hours a day Consider using a laptop instead of a desktop computer Laptops use up to 90 per cent less power The smaller your computer monitor is the less electricity it will use Flat screen LCD computer monitors use about 66 per cent less electricity than standard monitors Turning a computer on and off doesn t use any extra electricity and won t damage your computer Shutting it down reduces the wear and tear on your computer and cuts down on your power usage esj uall Sy Al Ain Distribution Company A plasma TV that s the same size as your older TV can use twice the energy And the bigger your TV the more power it uses Computers TVs VCRs CD and DVD players and other home electronics use energy even when they are turned off In an average home 40 per cent of all electricity used to power home electronics is consumed while the products are turned off Consider unplugging your electronics or turn off the power bar when you re finished with them Using natural lights more at day time Switching off the light immediately in places which are not vacant as
20. ervice Technical Counter Branch 03 7082408 Al Saad Branch 03 7826655 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 From 7 am till 3 pm 5 working days 14 Service description Linkage of premises with the water connection connection of water service for new premises Process description Submission of application with required documents for water connection Obtaining an appointment for inspection Completion of inspection amp approving plans from concerned department Notifying the client to pay the required fees Commencing work on water line connection Special conditions Electricity service must be connected before water connection Water connection size varied based on family members Fees Unspecified Cost of water connection verified based on connection size amp length of line after completing all the procedures Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Technical Counter Branch 03 7082408 Al Saad Branch 03 7826655 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday Service duration 45 working days Premises Commercial Governmental Temporary sites Letter from corporation company authority s Copy of the owner s nationality House Maid s Visa Copy If exist
21. g the AADC Information on Forms request Payment Methods Information on Services Power through fax Emergency AADC Branches Branches Payment Water Emergency New Connections Banks payment How to file a complaint Clearance amp Deposit Refund Telephone payment IVR To repeat the current options press To return to the main menu press 9 To speak to one of our customer service representatives press O Eig Usd ay Al Ain Distribution Company Water amp Electricity Faults Reports Service description Process description Service access Company repairs fault of water or electricity lines by taking complaints from its clients Attendances of client s call reporting the fault Analyzing state of fault Lodging of complaint into system Forwarding complaints to water electricity emergency department to deal with Applying for Service AADC Contact Center 8009008 24 hours 7 days Working hours Water amp Electricity complaints received 24 hours during week days To be attended within 3 hours if it is low voltage Required Documents ewig Ure aya Al Ain Distribution Company Attendance amp Follow Up of Complaints Service description Company receives calls amp follows up on various types of clients complaints to promote its services Process description Attendances of client s call reporting the fault Analyze type of complai
22. h 10 for each meter increase The actual cost Dh 15 for each meter increase The actual cost Dh 20 for each meter increase The actual cost Dh 25 for each meter increase The actual cost Dh 30 for each meter increase The line length should not exceed 20 km and civil work not included The line length should not exceed 20 km and civil work not included The line length should not exceed 20 km and civil work not included The line length should not exceed 20 km and civil work not included The line length should not exceed 20 km and civil work not included The line length should not exceed 20 km and civil work not included ADWEA approval is required for all water connections which exceeds 40 mm Diameter Asfor 80 300 mm connections if the distance between the water main line and the water reservoir is greater than 5 M the actual cost of the proposed line which will feed the connection plus 20 technical supervision Shall be paid eaigill s dy ii Al Ain Distribution Company Eig Us Jb Al Ain Distribution Company Supplying amp Installation of Meters Fees Dhs Service Power Meter Water Meter 1200 10 200 12 000 15 000 20 000 250 000 300 000 100 150 500 600 800 1 100 gg Ll uall Sy Al Ain Distribution Company The amount of Supplying amp Installation of a single phase meter 50 The a
23. hin the agreed services rates How to calculate your Water water last reading minus current reading 0 01 files per unit AADC provides two types of Water Meter e Cubed Meter readings e Gallon Meter readings Nevertheless water consumption calculations in the bill are all systemically generated with Gallons It is a small part at the end of the bill It has a summary data of the account to use for payment Electric Utility SA Water Utility SA Current balance plus previous balance Premise Identification Code Any other charges like connection fees fines etc Other Charges The due date for payment It is 14 days from the bills issuance date Payment information Eig Usd Sy Al Ain Distribution Company Power Supply Fees Fees in Dh Load in KW 50 1 100 150 101 500 200 501 1000 250 1001 5000 The consumer will supply and gt 5000 install all the 11 kv and 415 V plus 50Dhs KW for the load to be provided by the primary 33 11 KV substation and the 33 KV network The actual cost of the service cable plus 1 4 of the actual cost of the Transformer and ST plus 1 10 the actual cost of the OHL And line length should not exceed 1 km If the OHL is more than 1 km the company shall collect the actual cost of the extra length the extra after one km If the consumer supplied all the connection necessary materials he will pay the load fees as in case of permanent supply in this case all
24. hom it May Concern Refunding of Deposit Amount Application for approval of Special Sickness Cases 16 17 18 19 20 21 22 23 24 25 26 2 28 29 31 gg Ute yu Al Ain Distribution Company Service 7 Sadad Auto Pay Service Service 8 Authorization of Internal Installation Contractors Conditions of Authorization Technical Staff Terms amp Conditions Service 9 Cable Jointer Certificate Issuance Service 10 Refunding of Debt Amount Service 11 Bounced Cheques CONTACT CENTER SERVICES AADC Contact Center IVR Service 1 Water amp Electricity Faults Reports Service 2 Attendance amp Follow Up of Complaints Service 3 Application for Clearance Service 4 Update Customers Profile Minor Data Service 5 Reply to Customers Queries Billing Account amp General Inquiries Service 6 Attendance of Clients Calls Suggestions amp Remarks Chapter Two Information Concerning You PAYMENT METHODS HOW TO INQUIRE ABOUT MY BILL 1 Power Supply Fees 2 Water Supply Fees 3 Supplying amp Installation of Meters 4 Analytical Lab Test 5 Deposit AADC Complaints Handling Procedure Add To Your Information Chapter Three Water amp Electricity Conservation Tips eg Gel dys Al Ain Distribution Company Water in our Life Electricity in our Life 32 33 34 35 36 3 7 38 39 41 42 43 44 45 46 47 48 49 50 53 56 5 58 62 64 65 67 69 6
25. icity Reinforcement Application for Cable or Meter Shifting Service description Boosting of electricity service due to additional loads for example expansion of premises Service description Transfer of electricity line or meter within the premises due to maintenance or construction Process description Submission of required documents for electricity reinforcement Obtaining an appointment for inspection Process description Submission of required documents for shifting the cable or meter within the Completion of site inspection amp approval from concerned parties premises Obtaining an appointment for inspection Notifying client of required fees Completion of site inspection and approval from concerned parties Commencing of electricity boosting work Notifying client of the required fees Commencing of work on transferring the cable or meter within the premises Cost verified based on load cable size amp length after completion of all the required procedures Cost verified based on cable size amp length if changed after completion of all the required procedures Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Service access Service Inquiry Applying for Service AADC Contact Center 8009008 24 hours 7 days Technical Counter Branch 03 7082408 amp Applying for Service Al Saad Branch 03 7826655 Technical Counter Branch 03 7082408 amp Al Hayer Branch 03 7322377 Al Saad Branch 03 7826655 Al
26. ing Al Ain Distribution Company Customer Care Section P O Box 1065 Al Ain UAE E mailing customercare aadc ae e Visiting any of our branches during the official working hours What happens after my complaint is received On receipt complaints are logged into the Customer Service System A category for each complaint is also recorded All complaints are categorized and prioritized on the following basis Category 1 Site visit not required These complaints are relatively simple to resolve and should be responded to within 3 working days Category 2 Site visit is required Requires further research and site visit sometimes Complaints are to be responded to within 7 working days Category 3 Many parties are involved These complaints are complicated to resolve and it requires the involvement of more than one division or external parties These type of complaints might be responded to within 15 working days eid Wael lt D Al Ain Distribution Company Category 4 Emergency situations These complaints are critical and require urgent action This type of complaints might be responded to within 3 working hours When a response is sent the details are recorded in the Customer Service system and shared with the customer If the Customer Care Representative who is tracking the complaints feels that it may be unable to meet the timelines outlined above he must contact the customer to advise when the complaint is exp
27. mber which is used to place queries for consumption and bills payment Bill Numeric Code used as a bill reference Bill Number Issuance date of the bill Bill Date Total outstanding amount due to payment Total Payable A classification of the premises usage by customers residential Farm Commercial Governmental Industrial Remote ae Each class has special tariff Customers Mailing Address to which bills are mailed Person utilizing the account within the premises Account Holder Area Area of Premise Premise Accumulated balance eee not paid Current Water Electricity consumption plus any other possible adjustments or corrections Current balance extends from last bill payment up to the issuance of next bill Ursil dy ib Al Ain Distribution Company Account Number Customer Class Area Current Balance It is a service agreement between the AADC and the accounts beneficiary in which the AADC promises to provide Electricity Services within the agreed services rates How to calculate your Electricity Electricity last reading minus current reading tariff coefficient of multiplication Tariff types e Residential Locals 0 05 fils Expatriate 0 15 fils e Commercial amp Industrial 0 15 fils e Governmental 0 15 fils Farms amp Remote Area Locals 0 3 fils It is a service agreement between the AADC and the accounts beneficiary in which the AADC promises to provide Water Services wit
28. mount of Supplying amp Installation of a three phase meter 100 A The amount of Supplying amp Installation of meter 200 5 A or 300 5 A The amount of Supplying amp Installation of meter greater than 300 5 A Installation of a three phase Electric Meter if meter supplied by the Consumer Supplying amp Installation of a Water Meter with the necessary accessories dia 15 25 mm Supplying amp Installation of a Water Meter with the necessary accessories dia 40 50 mm Supplying amp Installation of a Water Meter with the necessary accessories dia 80 mm Supplying amp Installation of a Water Meter with the necessary accessories dia 100 mm Installation of water Meter 150 mm if Meter supplied by the consumer Installation of water Meter 200 mm if Meter supplied by the consumer Installation of water Meter 250 mm if Meter supplied by the consumer Installation of water Meter 300 mm if Meter supplied by the consumer Installation of Water Meter dia 15 25 mm if the Meter and its accessories supplied by the consumer as per the company specifications Installation of Water Meter dia 40 50 mm if the Meter and its accessories supplied by the consumer as per the company specifications Installation of Water Meter dia 80 mm if the Meter and its accessories supplied by the consumer as per the company specifications Also the consumer will construct a chamber for the Meter Installation of Water Mete
29. mpany Eig il Gast ay Al Ain Distribution Company ie Iolyn CUSTOMER GUIDE Bt FP w E e amir ita ead Toll Free 800 9008 Fax 971 3 7629949 P O Box 1065 E mail customercare aadc ae www aadc ae Al Ain Distribution Company
30. n water shortage for drinking purposes and finding practical ways to preserve such resources as well as the development of unified foundations strategies to solving the overall water issue No person can alter use or take electricity power or water for personal use without paying all required fees Any AADC representative is permitted at any time and any place to have access to meters or equipment belonging i pe _ ae um EN WR ei 5 ass ish F j saii act ee BF Weal ie to the AADC in order to install reading check up or repair of meters or such equipment aking in consideration that Middle East orth Africa these continents are the most continents facing great shortages is estimated that each individual takes 60 of his needs and the percentage is expected to decrease to 20 by year 2025 For your safety amp the safety of your family it is highly recommended not to use the meter room except for the purpose it is built for National wide Al Ain city relies basically on desalinated water from the sea as the main and only source for drinking water When shifting to new premises make sure of checking your water amp electricity connections and ensure that they are due to non availability of lakes rivers or water streams lately it has been advised to suspend usage of wells to preserve the feeding your premise only underground water resources We have come to understand if we come to know that Al Ain city relies on rain water to feed its well
31. nquiry Service access AADC Contact Center 8009008 24 hours 7 days Applying for Service ee Mone Branch 103 7636000 Technical counter 03 7081408 Technical A 03 7081408 Working hours Main counter or technical counter during official working hours 7am 3 pm from Sunday Working hours Main counter or technical counter during official working hours 7am 3 pm from Sunday to Thursday to Thursday Service x Service duration 7 working days 7 working days according to the information accuracy and completion of documents Required Documents Copy of the account holder s ID Required Documents Copy of the customer s ID Copy of the account holder ID Al Ain Distribution Company Al Ain Distribution Company By dialing the toll free number 8009008 customers can do variety of transactions by talking to customer service representatives or through an interactive Voice Response System IVR which can offer the following for those who prefer automated self services Bills inquiry Sending of bills amp account statements through fax Inquiry about required documents for certain services Query of working hours amp branch locations Payment methods in the AADC 40 41 Al Ain Distribution Company eironi Sr Al Ain Distribution Company PRESS To continue 2 in English Account Enquiry or Bill payments General Emergenc i Boney Information Request Services Information on Contactin
32. nt Entry of complaint into system Forward complaint to concerned department Client contacted amp notified the result of complaint once received from concerned department Special conditions Subscriber Account No amp name must be provided along with premises details Complaints logged only for account holder or for an official representative for the owner No fees required except meter check up fees added if meter report not faulty Meter Technical check up form for meter fault should be filled AED50 meter checkup fees Service access Applying for Service Application for Clearance Service description Company issues final clearance for subscribers when vacating premises or renting new premises Process description Attendance of clients calls requesting the service Identification of client ID Entering request into the system Forward requests to meter readers unit Contacting client to receive clearance Client visits nearest branch to receive original copy of clearance Special conditions Client may be for verification of ID or Attorney by sending documents to AADC Contact Center on Fax No 03 624494 This service processed for account holder only Payment of dues must be made on account requesting clearance In case of account cleared from complaints the procedure takes 48 working hours The certificate is valid till the 5th day of the request date After exceeding the 5th day the certificate will be cancelled and another
33. ontractors amp accrediting them based on efficiency Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch Telephone 03 7636000 Official Working hours 7 AM 3 PM from Sunday to Thursday 14 working days New Application Application for Category Upgrade New Application ewig Gael ay Al Ain Distribution Company 33 It is strongly prohibited to directly deal with any contractor or sub contractor who conducts electrical or water works supply of cables installation of internal electrical extensions or any related work including the work within customers premises either for individuals or governmental offices in the Emirate of Abu Dhabi without prior authorized approval from ADDC AADC Required Fees Technical staff required Field of work activity Category i ishmen irin ntractin rov AED 5000 Senior Engineer 1 Allowed to conduct First Companies Establis 5 uC ss g contracting approval Engineer 1 installation amp extension should have the followi ng techn ical staff Assistant Engineer 1 of electrical connection Technician Supervisor 2 exceeding 1500KW Electrician 3 Senior Engineer Bachelor Degree in Electrical Engineering from accredited university Assistant Electrician 3 Work Experience of at least 10 years in installing the electrical connections AED4000 Engineer 1 Allowed to conduct Second i a es Technician Supervisor 1 qas OR Sana asa Engineer Bachel
34. or Degree in Electrical Engineering from accredited university Electrician 2 of electrical work up to pees i trician 2 1 ay aaa Work Experience of at least 10 years in installation of electrical connections Assistant Engineer Diploma holder post high school from an approved amp accredited institution AED3000 Engineer 1 Allowed to conduct Third o I Electrician 2 netalan extens on Work Experience in installation of internal electrical extension with at least 5 years experience Assistant Electrician 2 of electrical work up to B f 7 i wasa 1000KW Technician Supervisor High school certificate in industrial stream from an accredited amp approved institution AED2000 Engineer 1 Milowedterconduct Fourth At least 5 years work experience in installation of electrical extension with Electrician 1 installation amp extension I I I I _ Assistant Electrician 2 of electrical work up to Electrician High School certificate in an industrial stream from an accredited amp approved institution 500KW Work experience of at least 3 years in the field of electrical installations amp extensions AED1000 Engineer 1 Allowed to conduct Fifth Electrician 1 Assistant Electrician 1 installation amp extension of electrical work up to 150KW Assistant Electrician Work experience of at least 2 years in the field of electrical installations amp extensions gg Ll uall ni Al Ain Distribution Company Eig Usd
35. our consumption amp sending your feedback at the earliest time What is required from exempted clients Exempted clients are required to submit certificates from payee party assuring exemption status to the Customer Service Division on an annual basis to prove their dues are to be written off These complaints are complicated to resolve and it requires the involvement of more than one division or external parties These type of complaints might be responded to within 15 working days ewig Uasll yi Al Ain Distribution Company Water in our life Water covers more than 3 4 of the Earth Planet despite this only a tiny of this portion is suitable for human consumption with the increasing need to it the total estimated water volume is 1360 billion cubic meter 97 of this volume exists in seas 2 forms as iced layers and sweet water consists a small portion of 1 distributed in rivers and water streams which are needed for human beings in form of drinking irrigation and many more industry needs The United Nations has dedicated a special day every year which is 22nd March which has been named as Water Universal Day and which aims at giving attention on dangers resulting from the ignorance of water sources case and the amp misuse of this resource The International Water Counsel established is the biggest non governmental organization devoted to concerns the study AD D IT O N AL N F O R M ATI O N of water affairs which is focussing o
36. our lives Although it is difficult to live without it in our blankets modern lives its dangers are not less than its benefits Electricity power has high voltage at some times and it is known in high current in other times the human body cannot withstand high electric current flow which can lead to death What do I do in case of person gets an electrical shock Misuse of electricity may lead to electrical shocks which cause many symptoms in the human body To avoid the danger and save ourselves from electric shocks we have to follow these steps e Distortion in breathing or complete suspension of breath Disruption in heart pulses or complete suspension of heart Do not touch heads of electric or metal plug sockets When inserting hold it from the insular portion 3rd grade burns on affected areas and in places where there was electricity discharge on to the human body Do not take out plugs from its place through the wire because it may cut the wire leading to an electrical short circuit power cut Therefore always hold from insular portion when taking out the plugs Do not use electric appliances such as hair dryers inside the toilet because water vapour can cause an electrical short circuit Do not extend wires of appliances from a source close to a heat area as this could lead to melting of the dielectric portion covering the wires Do not overload any socket more than its capacity by operating so many electric appliance
37. p the Municipality branches 8AM 3 PM Service duration 5 working days yg unol lt J m y cej uel lt J ID Al Ain Distribution Company Al Ain Distribution Company 7 Service description Process description Special conditions Fees Service access Working hours Service duration Eig Gast ay Al Ain Distribution Company Free service that enables the applicant to pay electricity water bills on monthly basis the customer is free to pay a certain amount or the full payment is deducted from his credit card automatically This service saves time amp money for our valued customers instead of queuing at counters Fill in the application form once that is available at the customer service branches except the Municipality and technical counter branches The form will be sent to the Settlements Unit to coordinate with the concerned bank The service is cancelled upon customer request or expiration of electronic card Free Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch Telephone 03 7636000 or any external branch except Municipality branch amp technical counter branch During official working hours 7 AM 3 PM from Sunday to Thursday After coordinating with the bank it should be activated within the next bill cycle 32 8 Service description Service access Working hours Service duration Classification of internal expansion c
38. p the Municipality branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to 8AM 3 PM Thursday except Mezyad amp the Municipality branches 8AM 3 PM I Service duration Deposit Type duration Commercial Same day Temporary sites for electricity 20 working days i Proof of person s ID Required Documents z Temporary site water 20 working days Letter from concerned party requesting for certificate ej uol ih Al Ain Distribution Company ej uel ih Al Ain Distribution Company 6 Service description Guaranteeing electricity continuance to premises where residing individual is in desperate need to use medical equipment Process description Submissions of required documents with medical condition proof Submission of application to concerned division for obtaining approval Transfer the account to the special needs list in case approval is given Special conditions Medical reports must be renewed on an annual basis Account holder must be a direct relative of the patient In case of fraud or misconduct the service is automatically cancelled Fees Free Service Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch Telephone 03 7636000 or external branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to Thursday except Mezyad am
39. r Al Saad Technical Counter Mezyad Municipality Al Maqam Branch Suwiehan Branch Al Ain Distribution Company Working hours 7 AM 3 PM 7 AM 8 30 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 AM 3 PM 7 30AM 3 PM 8 AM 3 PM 8 AM 3 PM 8 AM 3 PM Cashier Closing Hour AM Contact 03 7636000 03 7666588 03 7211765 03 7322377 03 7826655 03 7352525 03 7082408 03 7842370 03 7084670 03 7684841 03 7085156 Banks 8002288 Website www emiratesisLamicbank ae http www emiratesbank ae http www nbd com http www noorbank com http www cbiuae com http www alhilalbank ae http www fgb ae http www nbad com http www citibank com http www adcb com http www meb ae http www unb co ae http www adib ae Emirates Islamic Bank Emirates Bank Dubai National Bank Noor Islamic Bank Commercial Bank International Al Hilal Bank First Gulf Bank National Bank of Abu Dhabi Citibank Abu Dhabi Commercial Bank Middle East Bank Union National Bank Abu Dhabi Islamic Bank Al Ain Distribution Company HOW TO INOUIRE ABOUT MY BILL AADC POSTAL MAIL Customer can pay their bills through the Postal Mail Customer Service Section AADC P O Box 1065 Al Ain UAE Visiting the Customer Carc branch emj Uell dy ih Al Ain Distribution Company 53 Al Ain Distribution Company Defined as Account Number and it is the nu
40. r Fees Fees Dhs day Verifying and Approval on the Internal Electrical Installations Equipment Rent Fees Disconnecting and Restoring of Services 100 100 for each service Free and inspection is required for power restoring Al Ain Distribution Company 1 500 KW or 1 5000 Gallon More than 1 500 KW or 1 5000 Gallon Generator rent 500 KW Generator rent 1200 KW Power disconnecting amp restoration as a result of not paying the bill Temporary disconnection of services Water or Electricity upon the consumer request Disconnecting and restoring services Water or Electricity upon the consumer request due to internal fault accident or maintenance works Cables amp Lines The actual cost plus 20 supervision The actual cost plus 20 supervision technical reasons and the approval of the Concerned engineer should be provided The actual cost plus 20 supervision the approval of the company management should be obtained Changing Over head line to underground cable upon the consumer request Second Service Cable at the same premises Shifting of the services route Water or Electricity upon the consumer request General Procedures Fees First amp Second Inspection free of charges Dh 100 for each additional inspection 100 Free of charge Frequent inspection on the internal electrical installations Issuance of Site Clearance Water or Electricity fo
41. r a specified location Cancellation of Service Subscription 61 Eig Usd a yi Al Ain Distribution Company Analytical Lab Test 4 14 Table A Physical Examination of Water 4 16 Table C Chemical Examination of Water rr s une se se i Colour Calcium Hardness Aresenic Lead Turbidity Total Dissolved Solids at 25 C Cadmium Antimony Odour 15 Residual Chlorine Cyanide Selenium Taste 15 Conductivity Chromium Barium Total Hardness at 25 C Hydrogen ion pH value Mercury Boron 6 Nickle Total Cost AED 300 Total Cost AED 1120 4 15 Table B Chemical Examination of Water Parameters ee Parameters Unit Price jas I 4 17 Table F Microbiological Examination of Water Sulphate Aluminum Magnesium Iron Sodium Manganese Potassium Copper Chlorides Zinc Nitrite Phosphorus Nitrate Fluoride Ammonium Bromate 1 Total Coliforms 100 3 Enterococci 60 2 E Coli 80 4 Total Bacterial Count 60 Total Cost AED 300 O CON ADAM OQ NN Total Organic Carbon Bromide Total Cost AED 1500 Ursil dy ib Al Ain Distribution Company Eig Ure lt J Al Ain Distribution Company 63 Type of Deposit Deposit Value in Dhs Owner s House Government Premises Investment Residence Farms Commercial Industrial Service Temporary Supply water or electricity COMPENSATIONS amp FINES Type of Compensation Returned cheque Meter Perversion water or electricity Service conn
42. r dia 100 200 mm if the Meter and its accessories supplied by the consumer as per the company specifications Also the consumer will construct a chamber for the Meter Installation of Water Meter dia 250 mm if the Meter and its accessories supplied by the consumer as per the company specifications Also the consumer will construct a chamber for the Meter Installation of Water Meter dia 300 mm if the Meter and its accessories supplied by the consumer as per the company specifications Also the consumer will construct a chamber for the Meter Water or Electricity Meter Inspection While in service upon the consumer request Meter Shifting from One Place to Other Place Same establishment premises without any additional cables Same establishment premises with the issuance of additional cables Same area without issuance of additional cables Different area with the issuance of additional cables Installation of Breakers Installation of breaker 1 100 A Single or three phase Free if there was meter fault 50 Dhs if no meter fault 300 300 plus the actual cost of the additional cable and other material plus 30 technical supervision The old account will be cancelled and new account will be opened plus the fees of the new connection The old account will be cancelled and new account will be opened plus the fees of the new connection Eig Usd Sy Al Ain Distribution Company Othe
43. request should be issued AADC Contact Center 8009008 24 hours 7 days No fees applied payment of consumption obligatory Working hours Water amp Electricity complaints received 24 hours during week days Service access Applying for Service AADC Contact Center 8009008 24 hours 7 days Applying for Service AADC Contact Center 8009008 24 hours 7 days Working hours Water amp Electricity complaints received 24 hour during 7 days Required Documents Identification of client ID Service duration 48 hours 2 x ABhours 2 working days days Required Documents No Documents Required ewig Ure lt Al Ain Distribution Company gg Ll uall Sy Al Ain Distribution Company Update Customer Profile Minor Data Reply to Customers Queries Billing Account amp General Inquiries Service description Change of customer contact details based on his her request such as change of contact Service name Reply to customers queries billing account amp general inquiries numbers mailing address fax no and e mail address Process description Verification of clients ID Service description Replying to customers queries both in English Arabic relating to their accounts via Update of required details telephone fax amp e mail address Process description Attendance of customers calls or emails inquiries Answering of clients query Service access Applying for Service Possibility of processing client s request by s
44. s Copy of the site plan Copy of the trade license Approval for tank location Account No e Bring copy of site plan power of attorney and account and subscription number for connecting of governmental water yg Ore a lt J D i6 a eit Cast lt J ID Al Ain Distribution Company Al Ain Distribution Company Application for Transfer of Water Connection Line Service description Transfer of water connection line within the premises service available for empty plots prior to the construction Process description Submission of application for water connection line transfer with required documents Obtaining an appointment for inspection Completion of inspection amp approval from the concerned parties Informing client for payment of fees Commencing of water line transfer Unspecified Required fees verified after site inspection Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Technical Counter Branch 03 7082408 amp Al Saad Branch 03 7826655 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 Working hours Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday Site plan Required Documents Site clearance certificate Application for Removing of Permanent Temporary Water Connection Service description Disconnection of
45. s and these wells looses 65 to underground well storage the rest is lost in goes as evaporated water into air or utilised for agriculture purposes Due to this shortage we have to look deeply into the water shortage problem when annual water consumption rises more than monsoon water fall levels In case of travel for a long period it is advisable to settle all dues until the last reading to avoid disconnection of service while being away of town Al Ain Distribution Company Al Ain Distribution Company So the solution in economizing Bath shower consumes 75 of home water storage therefore it is useful to utilize a water dripper at bath time instead of filling pools Water economizing saves water consumption during a bath when you can save up to to 21 gallons by closing the tap while cleaning the body While brushing your teeth or shaving you must keep the water tap closed and minimize tap usage while doing house work such as dish washing and filling of the dish washer Leaving the tap open while opening of water tap while brushing teeth increases the water consumption by 12 gallons Meanwhile using the right quantity for cleaning purposes consumes half a gallon only It is the same when opening the water tap while shaving This consumes approximately 20 gallons hence if the tap is closed the consumption reaches one gallon only It is highly important to conduct periodic check of house faults on water tanks and making sure all water
46. s through single sockets this can cause electricity disconnection at your house Incase of a lamp light is burnt and you want to replace it do not touch it from the metallic portion and hold it from the outer area which is a bad conductor of electricity Outside your house you need to take these precautions to prevent electric shocks Do not touch electrical wires with metallic pipes because most external electrical wires are not isolated therefore the metallic pipe will pass on electricity to the body and give a shock Do not approach or touch any fallen wire from electrical poles you have to stay away and call the electricity company to do the needful Do not climb electrical poles or touch the metallic wires of the poles Stay away from High Voltage gridlines do not try getting close to them because electricity flowing in the wires can give a deadly shock even when not touching them due to the high voltage of such lines Solution you have to follow these steps First isolate the electricity Secondly do not touch the person connected with the electricity Thirdly pushing away the person from the shock source by using an insulated substance Fourthly stretching out the victim and putting up his legs to ensure blood circulation to the brain Fifthly check the pulse of the victim in case he needs medical intervention Sixthly call the nearest hospital or ambulance of that area Eig Us yi Al Ain Distribution Co
47. sweet water e Covering swimming pools to minimize water evaporation Water quality at my house AADC cares solely on water complaints and the quality of water which may change due to color change or taste change or even the smell of water AADC would like its clients to share it with valuable pointers on advises concerning this matter Prior to the complaint Make sure that water source is connected properly and it complies with AADC specifications Make sure that the water tank is closed properly Make sure that the water inside the tank is clean At the time of complaint Information should be provided fully amp probably properly with no hesitation in reporting any fault to AADC in order to investigate that it is not an internal problem Make sure that water pumping time is due at the time of reporting Make sure that the problem exists in water supply coming from the AADC side not due to internal distribution of the premises Post complaint After reporting the fault it is advised to wait for the maintenance team to arrive They will contact you once the complaint is received therefore do not leave the house until the team arrives your premises Make sure that you read the complaint form thoroughly and understand its contents as well as applying it then signing it finally delivering the form to AADC In case of the fault being an internal matter kindly wash the water tank within the internal distribution network and do not use the wat
48. t be approved until work is completed fully Application for connection not given to clients outside the company operations area Any installation executions must be site inspected by AADC Cable Jointer Certificate Issuance Service description Obtaining a qualifying certificate to work as a low voltage cable jointer with the contractors who deal with AADC against certain fees Process description Apply with all required documents Payment of fees Examining the applicant by Operation amp Maintenance Unit Low Voltage Notifying the applicant with the examination result Issuing the certificate by Services Support Department Operation amp Maintenance Unit Special considerations The applicant shall be examined every two years to assure his continuing practice of the profession The certificate is owned by the examined qualified jointer which entitles him to work at any company he is transferred to unless this doesn t contradict with the working policy in the UAE Fees First Issue Dh 1000 Re issue of certificate Dh 500 Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch 03 7636000 Technical counter 03 7081408 Working hours Main counter or technical counter during official working hours 7am 3 pm from Sunday to Thursday Required Documents Copy of the applicant s passport To Whom It May Concern Letter from the applicant s company 2 personal pho
49. t for inspection A D T R C N F Completion of site inspection and approval from concerned parties Approval of electricity schemes drawings D Notifying client of required fees i Connect electricity i 1 S ava ces P go ce d u res Fees Cost verified based on load cable size and length after completion of all required procedures AADC Contact Center 8009008 24 hours 7 days Applying for service Technical Counter Branch 03 7082408 i Al Saad Branch 03 7826655 jb Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 A Service access Serviceinquiry Working hours Technical counter branch Al Saad branch Al Hayer branch and Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday Service duration An average of 30 days if connection is from the existing network and after getting the required approvals T gt ae N oO Yn g z hk E t Pp E n U Ke o0 D c c O lt i O J n O O aj E E E En E E m S O 5 AE js bur Pass P E SE EE Letter From Al Ain Municipality Site Plan Copy of Owner s ID y Letter from Establishment Company Authority Copy of Trade License Letter from Islamic Affairs Authority Copy of Construction Permission Copy of Authorized Signatures 6 Al Ain Distribution Company Al Ain Distribution Company Application for Electr
50. taps are closed when leaving the house seems to be necessary to economize the water consumption especially if we know that water tap leaks wastes about 7 gallons per day In case of noticing water leakage in public places it is necessary to inform the concerned responsible parties of leakages and faults to ensure prompt repairing Using a water bucket when cleaning cars and also using vacuum cleaners instead of water pipes saves a lot since knowing that water pipe consumes 10 gallons per minute Installation of water floaters at home helps preserving the water from reduce wastage which keeps water continuity of supply stable It is necessary to install internal valves for hoses after the meter to the main tank which helps you disconnecting the water while conducting case of doing internal repairs inside the house For gardening lovers there are several tips to have a green beautiful courtyard at minimum cost and conserve water preservations Plantation of local seeds saves water consumption hence consumption will be much lower than imported plants and flowers in addition local plants have better resistance long stamina against the heat and high temperatures Following modern ways in irrigation methods and avoiding irrigation during high temperature times e Addition of fertilizer and peat moss paltriness to the soil improves its capability in retaining water for a long time e Using purified water sewage water in agriculture instead of
51. tion Process description Fees Service access Working hours Service duration Approval on premise s internal wirings expansion internal cable routes amp electrical room Submission of application with the required documents Payment of fees Review of drawings amp approving on them Handing over the approval AED 250 500 based on load Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Technical Counter Branch 03 7082408 Al Saad Branch 03 7826655 Al Hayer Branch 03 7322377 Al Wagan Branch 03 7352525 Technical counter branch Al Saad branch Al Hayer branch amp Al Wagan branch during official working hours 7AM 3 PM from Sunday to Thursday 5 working days ewig Gael dy ib Al Ain Distribution Company 13 8 Service description Process description Fees Service access Working hours Service duration ewig Uae ay Al Ain Distribution Company Adding 1 meter or more for the premise without increasing on the current load Submission of the application with the required documents for adding meter Obtaining an appointment for inspection Completing of the inspection process and endorsement by the concerned parties Notifying the client of the required fees Commencing of adding meter by the AADC AED 300 installation fees meter cost Service Inquiry AADC Contact Center 8009008 24 hours 7 days a week Applying for S
52. tos ej uall dy ii Al Ain Distribution Company ewig Usd ay Al Ain Distribution Company Refunding of Debt Amount Bounced Cheques 10 Refunding of debt amount an increase in the customer s account Service description Dealing with the returned Cheque from the bank returned cheque that s not been paid and payment still pending Process description Customer s signature on the application of refunding the increased amount Send a letter to the debt section to verify the account and inform the finance department Process description The payment receipt is to be cancelled and 50 DHs will be added in the customer s Adjusting the account by the accounting section after receiving the extra amount by the account as a fine for delay customers The customer will be added to the Customer s black list as his payment by cheques will not be accepted for one year Special considerations Customer has no other overdue account and the amount will not be deducted from the 50 DH will be deducted as a fine from the casher in case he did not verify the cheque debt s account The concerned customer should attend personally and the account should bear his name Special considerations The contact centre shall contact the customer to make the payment in cash in case not responding the service shall be disconnected and the matter shall be referred to the legal Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Service I
53. ts to Accounting Section for approval amp makes the required modification to transfer the consumption on payee party amp suspension of bills to client Ownership of tanker must be under applicant name Payload should comply with registered application Special conditions Transfer of payment on Social Affairs applicable for the UAE citizens only Premise must be under service applicant name In case the applicant is a tenant the following is required Tenant contract under utilized party name Attested tenant contract In case of premise belonging to in heritage it is required to attach a copy of the inheritance settlement mentioning the beneficiary s name Annual profile update amp documents required for account holders utilising social affairs Fees Free Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Applying for Service Main Branch Telephone 03 7636000 or external branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to Thursday except Mezyad amp the Municipality branches 8AM 3 PM Service duration Immediately Government or semi Government organizations Letter from concerned party approving transfer of account payment Copy of the ID card UAE citizens Copy of the ID or passport copy for expatriates valid visa Account No Subscription No Meter No Social affairs Official letter from Social Affairs in the name of utili
54. you leave them immediately Using energy saving lights Using directive lights instead of general lights Replacing normal bulbs light with floursecent ones Isolate electricity from the water heater in case it is not being used Setting up the water heater temperature controller at 60 degree Celsius Switching off TV when leaving the room and not watching the broadcasted programs e Make sure that your refrigerator is working efficiently because it is the most energy consuming appliance at home Make sure of closing the refrigerator door tightly Do not try opening the refrigerator unnecessarily when opening the door close it fast to make sure that cold air does not leak outside e Melting ice Defrost occasionally so that the thickness of the ice is not more than an inch and preferably the freezer should be full and vacuums covered with bags full of water e Put things inside the refrigerator in an organized way with keeping the empty space for air rotation circling the food When leaving the house for a week or more close the refrigerator after cleaning it and keep the door open Use a water dispenser for drinking purposes in the summer minimizing the number of refrigerator door openings e Itis preferred not to operate washing machine unless on full clothes capacity loaded completely because it usually consumes the same electricity hot water and soap even if it is full or not e Electricity bill increases due to
55. zing party with full details Copy of property ownership certificate in name of utilizing party Copy of tenant contract attested in case the premises is on rent Copy of the ID card Copy of the social affairs ATM bank card Copy of the Nationality Entry Required Documents ei Utell ay Al Ain Distribution Company Eig Usd ay Al Ain Distribution Company Application for Requesting of Certificate of To Whom IT May Concern Refund of Deposit Amount 4 5 ss oe f Service description Amount paid to tenant when creating new account refundable when vacating premises Service description Certificate issued to individuals owning accounts or not owning accounts with AADC P P P based on customer s request Fees Free Process description Application submitted for TO WHOM IT MAY CONCERN Certificate at any branch of Special conditions Owner of the account has to attend personally customer service Authorized person must show the official authorization letter Fees Free Service access Service Inquiry AADC Contact Center 8009008 24 hours 7 days Service access Service Inquiry Applying for Service AADC Contact Center 8009008 24 hours 7 days Main Branch Telephone 03 7636000 or external branches Applying for Service Main Branch Telephone 03 7636000 or external branches Working hours All Customer Care Branches during official working hours 7AM 3 PM from Sunday to Thursday except Mezyad am
56. zyad 03 7822099 Al Khaznah 02 5661755 Toll Free 8009008 Contact Center Fax 971 3 7629949 P O Box 1065 E mail customercare aadc ae Service 1 Service 2 Service 4 Service 5 Service 6 Service 7 Service 8 Service 4 Service 5 Service 7 Service 4 Service 5 Service 6 AADC Managing Director s Statement Chapter One Services Procedures POWER SERVICES New Power Connection Application Application for Electricity Reinforcement 2 Service 3 4 5 Application for Cable or Meter Shifting Application for Diversion of Cable Routes Application for Removal of Permanent Temporary Electricity Connection Application for Electricity Site Clearance Approval of Electrical Drawings Application for adding Meter WATER SERVICES Service 1 Service 2 Service 3 Application for New Water Connection Application for Transfer of Water Connection Line Application for Removing of Permanent Temporary Water Connection 4 Application for Approval of Water Tank Location 5 Application for Water Site Clearance Service 6 7 Water Tanker Rental Request Application for Water Tanker Check Up GENERAL SERVICES Service 1 Service 2 Service 3 Application for Ownership Change New Customer Setup Request Application for transfer of Account Payee to Government or Semi Government Organizations Application for Certificate of To W

Customer Guide - Al Ain Distribution Company

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