DEWA’s customer service is shockingly poor and on the same level as du — if not worse. The customer service and back-office teams often have no clear understanding of their own processes, which leads to constant misinformation, delays, and repeated follow-ups.

Communication is a major issue. The level of English among support staff is so limited that even basic conversations become frustrating and time-consuming. You end up explaining the same issue multiple times, only to be transferred or asked to resubmit documents again.

For a city that promotes itself as world-class and efficient, the customer experience tells a very different story. Instead of making things easier, the system feels designed to wear customers down and make simple tasks unnecessarily painful.

Overall, dealing with DEWA feels less like a service and more like a test of patience.