DEWA receives ISO 10002:2014 certificate for its complaint-handling process

Dubai, UAE, 18 February 2016: Dubai Electricity and Water Authority (DEWA) received the ISO 10002:2014 certificate for providing guidance on the process for handling complaints about planning, design, operation, maintenance, and improvement services offered by DEWA. This accomplishment reflects DEWA’s commitment to employing the highest standards of availability, reliability and efficiency when providing customers with services that adhere to the highest standards of excellence. This supports Dubai’s sustainable development and contributes to the Emirate’s position as a leading hub for business in the region. HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, was presented with the certificate by Nicolas Milan, Managing Director of Bureau Veritas Dubai. 

“DEWA works in accordance with the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and prime Minister of the UAE and Ruler of Dubai, to achieve the highest standards of quality and excellence. We work to achieving the Dubai Plan 2021, and DEWA’s vision to become a sustainable innovative world-class utility. DEWA has adopted an effective and efficient complaint-handling process to increase customer satisfaction and loyalty, and to improve the quality of the services provided.
This unified system comprises a set of interrelated activities that function harmoniously and use various channels, information, materials, financial and and infrastructural resources to conform to the eComplain handling policy to achieve its objective,” said Al Tayer.

Al Tayer emphasised that DEWA takes note of their customers’ ideas, observations, and suggestions and considers the customers as key contributors to improvement, ongoing development, and raising the level of happiness among stakeholders about government services.

All DEWA’s initiatives are the result of mutual interaction with stakeholders, DEWA’s customers, and the public. These ideas and comments help us to develop innovative initiatives and creative ideas that contribute to exceeding customers’ expectations and achieving their happiness.

“This is also a clear example of how different teams at DEWA work jointly to achieve remarkable results, and is a perfect fit to the UAE’s Smart Governance initiative, where all services can be accessed over mobile devices and online platforms,” added Al Tayer.

“DEWA’s accomplishment of receiving the updated version of the ISO certificate is a result of intensive efforts to achieve the happiness and satisfaction of customers by providing an environment which gives them priority, accepts their observations and complaints, and takes them into account to further develop DEWA’s customer service. DEWA consistently seeks to meet customer needs by working on innovative ways to elevate the service levels as per the highest standards of efficiency and reliability. DEWA also closely monitors the latest international developments in customer service, to further improve its services,” said Abdullah Al Hajri, Executive Vice President of Customer Relations at DEWA.