customers service guide 2014 - al ain distribution companyal souq 7:00 am-8:30 pm 8:00 pm al hayar...

دليل خدمة المتعاملينCustomers Service Guide

2014

Customer Service Center Working Hours for AADC Centers

Cashier Closing Hour

Al Souq 7:00 AM-8:30 PM 8:00 PM

Al Hayar 7:00 AM- 3:00 PM 1:30 PM

Al Saad 7:00 AM- 3:00 PM 1:30 PM

Al Wagan 7:00 AM- 3:00 PM 2:00 PM

Technical Services Center 7:00 AM- 3:00 PM 2:00 PM

Mezyad Municipality 7:30 AM- 2:30 PM 2:00 PM

Al Ain Municipality 8:00 AM- 3:00 PM 2:00 PM

Al Maqaam Municipality 7:30 AM- 2:30 PM 2:00 PM

Suwaihan 8:00 AM- 3:00 PM 1:00 PM

Hilli Mall 10:00 AM- 9:00 PM 8:30 PM

Al Ain Mall 10:00 AM- 9:00 PM 8:30 PM Customer Service BranchesCONTACT US

Pump Stations

SR. Holidays Working hours Contact No. Pump Station1 None 24 hours 050/6233808 Neama-Qreyeh2 Friday 7 AM-6 PM 03/7821983 Mezyad3 Friday 6 AM-6 PM 050/6667565 Malaqet4 Friday 6 AM-6 PM 03/7815122 Al Saad5 Friday 6 AM-2 PM 050/6664324 Al Khaznah6 Friday 6 AM-6 PM 03/7351388 Al Waqan7 Friday 6 AM-2 PM 03/7356301 Al Quoa8 Friday 6 AM-2 PM None Umm Al Zumoul9 Friday 6 AM-6 PM 050/6631414 Maqam10 Friday 6 AM-2 PM 050/6533347 Nahel11 Friday 6 AM-2 PM 050/1120535 Suwiehan

AADC Payment Methods

Banks• Abu Dhabi Islamic Bank• Al Hilal Bank• Emirates NBD• First Gulf Bank• Abu Dhabi Commercial Bank• National Bank of Abu Dhabi• Commercial Bank of Dubai• Noor Islamic Bank• Mashreq Bank• Union National Bank• Standard Chartered Bank• Emirates Islamic Bank• United Arab Bank

Other Payment Methods• Emirates Post• Al Ansari Exchange• UAE Exchange

Payment Machines (Kiosk)• You can pay throw the payment

machines, to know there location places contact toll free No: 8009008 or visit www.aadc.ae

Websites• www.aadc.ae• www.abudhabi.ae• Payment through smart phone

devices (iPhone and iPad)• IVR

Service (8): Refunding of Debt Amount 36Service (9): Connection Date Certificate 37

CONTACT CENTER SERVICES 38AADC Contact Center IVR 40

Service (1) : Water & Electricity Faults Reports 41Service (2) : Attendance & Follow-Up of Complaints 42Service (3) : Application for Clearance 43Service (4) : Update Customers Profile (Minor Data) 44Service (5) : Reply to Customers Queries (Billing, Account & General Inquiries) 45Service (6) : Attendance of Clients Calls, Suggestions & Remarks 46Service (7) : Estisharat Service 47

Table of Contents

AADC Managing Director’s Statement 05

POWER SERVICES 06Service (1) : New Power Connection Application 07Service (2) : Application for Electricity Reinforcement 08Service (3) : Application for Cable or Meter Shifting 09Service (4) : Application for Diversion of Cable Routes 10Service (5) : Application for Removal of Permanent/

Temporary Electricity Connection 11Service (6) : Application for Electricity Site Clearance 12Service (7) : Approval of Electrical Drawings 13Service (8) : Application for adding Meter 14

WATER SERVICES 16Service (1) : Application for New Water Connection 17Service (2) : Application for Transfer of Water Connection Line 18Service (3) : Application for Removing of Permanent/

Temporary Water Connection 19Service (4) : Application for Approval of Water Tank Location 20Service (5) : Application for Water Site Clearance 21Service (6) : Application for Water Tanker Check-Up 22Service (7) : Water Tanker Rental Request 23

GENERAL SERVICES 24Service (1) : Application for Ownership Change 25Service (2) : New Customer Setup Request 26Service (3) : Application for transfer of Account Payee to Government

or Semi Government Organizations 27Service (4) : Application for Certificate of “To Whom it May Concern” 28Service (5) : Refunding of Deposit Amount 29Service (6) : Application for approval of Special Sickness Cases 31Service (7) : Authorization of Internal Installation Contractors 32

Service (1): New Power Connection Application

1Service description: Connecting electricity for new premise.

Process description: Submission of the required documents for connection of electricity service.Obtaining an appointment for inspection.Completion of site inspection and approval from concerned parties.Approval of electricity schemes/drawings.Notifying client of required fees.Connect electricity.

Fees: Cost verified based on load, cable size and lengthafter completion of all required procedures.

Service access: Applying for service:Technical Counter CenterAl Saad CenterAl Hayer CenterAl Wagan Center

Service duration: 43 working days

Required DocumentsDocuments / Type

Resid

entia

l

Gov

ern-

men

tal

Corp

ora-

tion/

Com

pani

es

Mos

ques

Farm

s/W

ells

Tem

pora

ry

Aza

b

Exhi

bitio

nTe

nts

Oth

er

Tent

s

Letter From Al-Ain Municipality ∙ ∙ ∙ ∙ ∙Site Plan ∙ ∙ ∙ ∙ ∙ ∙Copy Of Owner’s ID ∙ ∙ ∙ ∙Letter From Company / establishment / authority ∙ ∙ ∙ ∙ ∙ ∙ ∙Copy Of Trade License +Power of attorney ∙ ∙Copy Of Construction Permission ∙ ∙Authorization letter from the owner to theowner

∙

Letter From CivilDefense

∙ ∙

POWER SERVICES

6 7

Service (2): Application for Electricity Reinforcement

2Service description: Boosting of electricity service due to additional loads, for example: expansion of

premises

Process description: Submission of required documents for electricity reinforcement.Obtaining an appointment for inspection.Completion of site inspection & approval from concerned parties.Notifying client of required fees.Commencing of electricity boosting work.

Fees: Cost verified based on load, cable size & lengthafter completion of all the required procedures



Service (3): New Power Connection Application

3Service description: Transfer of electricity line or meter within the premises

due to maintenance or construction.

Process description: Submission of required documents for shifting the cable or meter within thepremises. Obtaining an appointment for inspection.Completion of site inspection and approval from concerned parties.Notifying client of the required fees.Commencing of work on transferring the cable or meter within the premises.

Fees: Cost verified based on cable size & length (if changed)after completion of all the required procedures



Required DocumentsDocuments / Kinds

Resid

entia

l

Gov

ern-

men

tal

Com

mer

cial

Corp

orat

ion/

Com

pani

es

Mos

ques

Farm

s/W

ells

Tem

pora

ry

Aza

b

Letter from Al Ain Municipality ∙ ∙ ∙ ∙ ∙Copy of Owners’ ID ∙ ∙ ∙ ∙Site Plan ∙ ∙ ∙ ∙ ∙ ∙ ∙Account/Subscription/Meter ∙ ∙ ∙ ∙ ∙ ∙ ∙ ∙Authorization letter from the owner to the contractor ∙Letter from Corporation / Company / Authority ∙ ∙ ∙ ∙Copy Of Trade License + Power of attorney ∙ ∙

Required DocumentsDocuments / Kinds

Resid

entia

l

Gov

ern-

men

tal

Com

mer

cial

Corp

ora-

tion

/Co

mpa

ny

Mos

ques

Farm

s/W

ells

Esta

tes

Tem

pora

ry

Copy of Owners ID ∙ ∙ ∙ ∙Site Plan ∙ ∙ ∙ ∙ ∙ ∙ ∙Letter from Corporation / Company ∙ ∙ ∙ ∙Account/Subscription/Meter ∙ ∙ ∙ ∙ ∙ ∙ ∙Copy of trade license+ Authority letter ∙ ∙

8 9

Service (4): Application for Diversion of Cable Routes

4Service description: Transfer of the route of electricity lines after applying for clearance and receiving the

non-clear certificate. Service can be provided to empty plots prior to construction.

Process description: Submitting application for cable lines diversion.Obtaining an appointment for inspection.Completion of site inspection & approval from concerned parties.Notifying client of required fees.Commencing of work on transfer of the route for electricity lines.

Fees: Cost verified based on cables and equipments to be diverted with supervision charges


Service duration: 60 working days for cable90 working days for transferring the route for electricity lines

Required Documents• Copy of site plan.• Letter from Al Ain Municipality (case of expansion).• Authorization letter from the owner to the contractor.• Site clearance (non-clear).

Service (5): Application for Removal of Permanent/Temporary Electricity Connection

5Service description: Elimination of electricity service (Permanent: because of demolition of existing

premises, Temporary: New premises construction project).

Process description: • Open an application at technical counter or external branches.• Commencing of work on elimination of electricity.• Obtaining the final clearance.

Fees: No fees required.Payment of accrued consumption before applying for the service.Cost verified based on cable size & length (if changed)after completion of all the required procedures.



Required DocumentsDocuments / kind

Resid

entia

l

Gov

ernm

enta

l

Com

mer

cial

Corp

orat

ion

/Co

mpa

ny

Mos

ques

Farm

s/ W

ells

Esta

tes

Tem

pora

ry

Letter from Al Ain Municipality ∙ ∙ ∙Copy of owner’s ID ∙ ∙ ∙Site Plan ∙ ∙ ∙ ∙ ∙ ∙ ∙Meter / account number ∙ ∙ ∙ ∙ ∙ ∙ ∙Copy of trade license+ Authority letter ∙ ∙ ∙Letter from Corporation / Company ∙ ∙ ∙ ∙Authorization letter from the owner to the contractor ∙ ∙

10 11

Service (6): Application for Electricity Site Clearance

6Service description: Assurance of construction site is cleared from electricity services

Open an application at technical counter or external branches.

Process description: Submission of required documents for electricity site clearance.Obtaining an appointment for inspection.Payment of fees.Verifying and approval on the drawings.Site visitDelivery of approval to client.

Fees: AED 100

Service access: Applying for Service:Municipality Center (Directorate of Municipality Affairs/Al-Ain)


Service (7): Approval on Electrical Drawings

7Service description: Approval on premise’s internal wirings expansion, internal cable routes &

electrical room

Process description: Submission of application with the required documents.Payment of fees.Review of drawings & approving on them.Handing over the approval.

Fees: AED 250-500 based on load



Required documents:• Letter from Al-Ain Municipality.• 3 copies of site plan.

Required documents:

• 3 copies of electrical drawings stamped by contractor and electrical contractor.

• Letter from consultant.• Approved building permit.• TPD site plan (Al Ain Municipality).• Official letters from the electrical contractor and the main

contractor.

12 13

Service (8): Application for Adding Meter

8Service description: Adding 1 meter or more for the premise without increasing on the current load.

Process description: 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.

Fees: Unspecified. Cost of depends connection verified based on connection size & length of line after completing all the procedures


Service duration: from 7 to 43 working days

Required Documents• Letter from Al-Ain Municipality (Note: Camel yards,• farms and wells are not required)• Copies of the owner’s ID.• Site plan

14

WATER SERVICES

Service (1): Application for New Water Connection

1Service 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 & 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 & length of line after completing all the procedures



Required DocumentsDocuments / Kind Resi-

dentialGovern-mental

Commer-cial

Corporation /Company

Temporary sites

Letter from corporation / company / Authority ∙ ∙ ∙ ∙Copy of owner’s nationality entry ∙House Maids Visas’ Copy (If Exists) ∙Copy of site plan ∙ ∙ ∙ ∙ ∙Copy of trade license ∙ ∙ ∙Approval for tank location ∙ ∙ ∙ ∙ ∙Meter / account number ∙ ∙ ∙ ∙ ∙Copy of owner’s ID ∙Copy of power of attorney ∙ ∙ ∙

16 17

Service (2): Application for Transfer of Water Connection Line

2Service 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 docu-ments.Obtaining an appointment for inspection.Completion of inspection & approval from the concerned parties.Informing client for payment of fees.Commencing of water line transfer.

Fees: Unspecified. Required fees verified after site inspection.



Required Documents

• Site plan.• Site clearance certificate.• Letter from Al Ain Municipality (expansion).• Contractor letter.• Authorization letter from the owner.

Service (3): Application for Removing of Permanent/Temporary Water Connection

3Service description: Disconnection of 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 requireddocuments.Obtaining appointment for inspection.Completion of inspection & approval from concerned department.Informing client for payment of fees.Commencing on work to disconnect meter & water connection.

Fees: Free service, consumption must be paid



Required DocumentsDocument Type

Resid

entia

l

Gov

ernm

enta

l

Com

mer

cial

Corp

orat

ion

/ Co

mpa

ny

Tem

pora

ry

sites

Letter from Al Ain Municipality ∙ ∙ ∙Copy of the site plan ∙ ∙ ∙ ∙ ∙Copy of Trade license, Power of Attorney ∙ ∙Copy of owner’s ID ∙ ∙Meter / account number ∙ ∙ ∙ ∙ ∙Letter from Corporation / Company ∙ ∙

18 19

Service (4): Application for Approval on Water Reservoir Location

4Service description: Approval on water reservoir location & specification prior starting constructing of

the premises.

Process description: Submission of application with the required documents.Payment of fees.Review of plans & approving them.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 formore than 5000 GL.

Service access: Service Inquiry:AADC Contact Center (8009008) 24 hours / 7 daysApplying for Service:Municipality Branch (Directorate of Municipality Affairs/Al-Ain)


Required Documents• Letter from Al-Ain Municipality.• 2 copies of tank location plan.

Service (5): Application for Water Site Clearance

5Service description: Assurance of construction site cleared from water services.

Process description: Submission of application with required documents.Payment of required fees.Review of plans & approving them.Commencing of site visit.Delivery of approval to client.

Fees: AED 100

Service access: Service Inquiry:AADC Contact Center (8009008) 24 hours / 7 daysApplying for Service:Municipality Branch (Directorate of Municipality Affairs/Al-Ain)


Required Documents• Letter from Al-Ain Municipality.• 2 copies of tank location plan.

20 21

Service (7): Water Tanker Rental Request

7Service description: Providing water tanker hiring service to locals.

Process description: Submission of application at the main branch.Contacting the client informing him/her to commence the check-up of water tanker.Payment of required lab fees.Completion of workshop check-up at Neama water tanker station.Allocation of water tanker’s working area.Guiding the client to sign agreement with the company.In case of client agreement & clearing all check-ups, service begins immediately.

Special conditions: Ownership of tanker must be under applicant namePayload should comply with registered application

Fees: 100 AED

Service access: Nema Station

Service duration: Immediately

Required Documents• Application for hiring of water tanker.• Water tanker valid registration.• Copy of the owner’s ID.

Service (6): Application for Water Tanker Check-Up

6Service description: Check-up of water tanker for safety, storage size & compliance with the health

specifications

Process description: Payment of check-up fees at customer service branches accordingly bill issued.Lab check-up of water tanker.

Special conditions: Water tanker must be permitted and fit for delivery of drinking water.

Fees: AED 410

Service access: all service centers


Required Documents • Approval of water tankers section.• Copy of water tanker registration.

22 23

GENERAL SERVICES

Service (1): Application for Ownership Change

1Service description: 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 ofchanging the ownership name.Suspension of previous owner’s service agreement & guiding the client payment of all dues.Activating the account of the new owner.

Fees: Free

Service access all customer service centers


Required Documents

• Official letter from Al-Ain Municipality changing name of the ownership.

• Account No/Subscription No/Meter No.• UAE National ID.• Site map in the name of new the owner.

24 25

Service (2): New Customer Setup Request

2Service description: Entry of premises name in the billing system to assure receiving bill & 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)FeeResidential AED1000Commercial AED 2000 Industrial AED 5000

Service access: all customer services centers

Service duration: 15 min

Service (3): Application for transfer of Account Payee to Government or Semi Government Organizations

3Service 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 documents to Accounting Section for approval & makes the requiredmodification to transfer the consumption on payee party & suspension of bills toclient. 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 thefollowing 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 & documents required for account holders utilising social affairs.

Fees: Free

Service access: all customer service centers


Required Documents

• UAE National ID.• Copy of attested tenant contract.• Account No/Subscription No/Meter No.• Attesting signatures (Commercial).• Copy of trading /industrial license.• Clearance certificate.

Required Documents

• Official letter from Social Affairs in the name of utilizing party with full details.

• Copy of property ownership certificate in name of utilizing party.• Copy of tenant contract attested in case of premises on rent.• UAE National ID.• Copy of social affairs ATM bank card.• Copy of Nationality Entry.

26 27

Service (4): Application for Requesting of Certificate of “To Whom IT May Concern”

4Service description: Certificate issued to individuals owning accounts or not owning accounts with

AADC based on customer’s request.

Process description: Application submitted for “TO WHOM IT MAY CONCERN” Certificate at any center of customer service.

Fees: Free



Service (5): Refund of Deposit Amount

5Service description: Amount paid to tenant when creating new account, refundable when vacating

premises

Fees: Free

Special conditions: Owner of the account has to attend personally.Authorized person must show the official authorization letter.



Required Documents• UAE National ID.• Letter from concerned party requesting for certificate.

28 29

Service (6): Application for Approval of Special Sickness Cases

6Service 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 miscon-duct, the service is automatically cancelled.

Fees: Free Service



Required Documents Medical reports concerning the case attached in a proper manner.

Required Documents

The following table shows procedures & documents that arerequired for refunding of the deposit:

Amount Process & procedures Required documents for refund

Residential Deposit

1000 • Request for a final clearance C.C.8009008• Payment of invoices• Deactivation of service & closing of account

• Final clearance• Copy of ID• Insurance receipt

Commercial Deposit

2000 • Request for a final clearance C.C.8009008• Payment of invoices• Deactivation of service & closing of account

• Final clearance• Copy of trade license• Copy of owner ID• Letter from Bank with IBAN number

Industrial Deposit

5000 • Request for a final clearance• Payment of invoices• Deactivation of service & closing of account

• Final clearance• Copy of trade license• Copy of owner ID• Letter from Bank with IBAN number

Temporary sites for (electricity)Deposit

10.000 • Removing meter & cable from site• Payment of invoices• Deactivation of service & closing of

account

• Official insurance refund request from the company.

• Final clearance letter.• Copy of trade license.• Copy of attestation of signature.• Power emergency report of removing

the meter and cable.• Letter from Bank with IBAN number.

Temporary site (water) Deposit

10.000 • Removing meter & water connecter from site

• Payment of invoices• Deactivation of service & closing of

account

• Official insurance refund request from the company.

• Final clearance• Copy of trade license.• Copy of attestation of signature.• Water emergency report of removing

the meter and cable.• Letter from Bank with IBAN number.

30 31

Service (7): Authorization of Internal Installation Contractors

7Service description: Classification of internal expansion contractors & accrediting them based on effi-

ciency

Service access: Technical center


Required Documents

New Application:Electrical Contracting practitioner registration form.

Municipality Valid Permit.

Abu Dhabi Chamber of Commerce & industry valid certificate.

Copies of technical staff passport with valid visas.

Certificates of technical staff & their experiences attested & approved.

Photographs of technical staff.

Copies of the previous contracting agreements (if these exist).

Application for Category Upgrade:Electrical Contracting practitioner registration form.


Abu Dhabi Chamber of Commerce & Industry Valid Certificate.



Photographs of each technical staff.

Copies of previous contracting agreements.

List of projects conducted by the contractor under its current category.

New Application:Electrical Contracting practitioner registration form.


Abu Dhabi Chamber of Commerce & Industry Valid Certificate.



Photographs of technical staff.

Copies of previous contracting agreements (if these exist).

32 33

Companies/Establishment acquiring contracting approvalshould have the following technical staff:

Senior Engineer Bachelor Degree in Electrical Engineering from accredited university.Work Experience of at least 10 years in installing the electrical connections.

Engineer Bachelor Degree in Electrical Engineering from accredited university.Work Experience of at least 10 years in installation of electrical connections.

Assistant Engineer Diploma holder post high school from an approved & accredited institution.Work Experience in installation of internal electrical extension with at least 5 years experience.

Technician Supervisor High school certificate in industrial stream from an accredited & approved institution.At least 5 years work experience in installation of electrical extension with.

Electrician High School certificate in an industrial stream from an accredited & approved institution.Work experience of at least 3 years in the field of electrical installations & extensions.

Assistant Electrician Work experience of at least 2 years in the field of electrical installations & extensions.

Required Fees Technical staff required Field of work/activity Category

AED 5000 Senior Engineer (1)Engineer (1)Assistant Engineer (1)Technician Supervisor (2)Electrician (3)Assistant Electrician (3)

Allowed to conductinstallation & extensionof electrical connectionexceeding 1500KW

First

AED4000 Engineer (1)Technician Supervisor (1)Electrician (2)Assistant Electrician (2)

Allowed to conductinstallation & extensionof electrical work up to1500KW

Second

AED3000 Engineer (1)Electrician (2)Assistant Electrician (2)


Third



Fourth



Fifth

CONDITIONS OF AUTHORIZATION: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 customerspremises either for individuals or governmental offices in the Emirate of Abu Dhabi, without prior authorized approvalfrom ADDC/AADC.Companies/Establishments acquiring authorization as contractor classified as follow:

TECHNICAL STAFF

34 35

Service (8): Refunding of Debt Amount

8Service description: Refunding of debt amount (an increase in the customer’s account)

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.Adjusting the account by the accounting section after receiving the extra amount by the customers.

Special considerations Customer has no other overdue account and the amount will not be deducted from thedebt’s account.The concerned customer should attend personally and the account should bear his name.

Fees: Free

Service access: all centers

Service duration: 7 working days according to the information accuracy and completion of documents.

Service (9): Bounced Cheques

9Service description: Dealing with the returned Cheque from the bank (returned cheque that’s not been

paid and payment still pending).

Process description: The payment receipt is to be cancelled and 50 DHs. will be added in the customer’saccount as a fine for delay.The customer will be added to the Customer’s black list as his payment by cheques will not be accepted for one year.50 DH will be deducted as a fine from the casher in case he did not verify the cheque.

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 affairs.

Fees: Free

Service access: Applying for Service:Main centerTechnical counter

Service duration: 7 working daysRequired Documents Copy of the account holder’s ID

36 37

CONTACTCENTER

SERVICES

CONTACT CENTER SERVICES

Al Ain Distribution company has established the contact center in 2004 in order to meet the client requirement and toprovide them with an easy and simple way to deal with company.The AADC contact center uses sophisticated smart software and advanced technologies to manage the customer’s callsand follow-up their complaints and requests in both English and Arabic via phone, fax, and e-mail around the clock.

By dialing the toll free number 8009008, customers can do variety of transactions by talking to customer servicerepresentatives or through an interactive Voice Response System (IVR) which can offer the following for those whoprefer automated self services:

• Bills inquiry.• Sending of bills & account statements through fax.• Inquiry about required documents for certain services.• Query of working hours & branch locations.• Payment methods in the AADC.

38 39

To continuein English

GeneralInformation

Forms requestthrough fax

WaterEmergency

BranchesPayment

Bankspayment

& ClearanceDeposit Refund

Telephonepayment (IVR)

How to filea complaint

AADCBranches

NewConnections

Information onPayment Methods

Informationon Services

PowerEmergency

Information onContacting the

AADC

Account Enquiry or Bill

payments

Emergency Request Services

PRESS2

Your Guideline Chart to the AADC Contact Center 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 0

Service (1): Water & Electricity Faults Reports

1Service description: Company repairs fault of water or electricity lines by taking complaints from its

clients.

Process description: 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.

Fees: Free

Service access: Applying for Service:AADC Contact Center (8009008) 24 hours / 7 days

Working hours: Water & Electricity complaints received 24 hours during week days

Service duration: To be attended within 3 hours if it is low voltage.

Required Documents N/A

40 41

Service (2): Attendance & Follow-Up of Complaints

2Service description: Company receives calls & 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 complaint.Entry of complaint into system.Forward complaint to concerned department.Client contacted & notified the result of complaint once received from concerneddepartment.

Special conditions: Subscriber Account No. & name must be provided along with premises details.Complaints logged only for account holder or for an official representative for the owner.

Fees: 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.


Working hours: Water & Electricity complaints received 24 hours during week days.


Service (3): Application for Clearance

3Service description: Company issues final clearance for subscribers when vacating premises or renting

newpremises

Process description: Attendance of clients calls requesting the serviceIdentification of client IDEntering request into the systemForward requests to meter readers unitContacting client to receive clearanceClient 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. +971 3 18000.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 request should be issued.

Fees: No fees applied payment of consumption obligatory

Service access: Applying for Service : AADC Contact Center (8009008) 24 hours / 7 days

Working hours: Water & Electricity complaints received 24 hour during 7 days

Service duration: 48 hours - 2 working daysRequired Documents Identification of client ID

Required Documents No Documents Required

42 43

Service (4): Update Customer Profile (Minor Data)

4Service description: Change of customer contact details based on his/her request, such as change of

contact numbers, mailing address, fax no. and e-mail address.

Process description: Verification of clients IDUpdate of required details

Fees: Free Service


Working hours: 24 hours / week days


Service (5): Reply to Customers Queries (Billing, Account & General Inquiries)

5Service name: Reply to customers queries (billing, account & general inquiries)

Service description: Replying to customers queries both in English/Arabic relating to their accounts viatelephone, fax & e-mail address

Process description: Attendance of customers calls or emails inquiriesAnswering of clients query Possibility of processing client’s request by sending bills, statement of account via fax or email address.

Fees: Free Service



Service duration: ImmediatelyRequired Documents N/A


44 45

Service (6): Attendance of Clients Calls, Suggestions & Remarks

6Service name: Attendance of clients calls, suggestions & remarks

Service description: Attendance of customer’s calls.Listening to their remarks and suggestions andreferring their suggestions and remarks to the concerned party.

Fees: Free Service




Service (7): Estisharat Service

7Service name: Free service offered by Al Ain Distribution Company by talking with specialists to

ensure the safety and quality of extensions of water, electricity and better ways rationalization

Service description: Receiver client connectionTurn the dial to the company specialistsThe customer will be contact by a professional to set a date to respond to inquiries.

Fees: Free Service






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دليل خدمة المتعاملينCustomers Service Guide

2014

Toll Free : 800 9008