Supply disconnection rules

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 Content Editor

We appreciate that disconnecting a customer’s water or electricity supply, or both, will be a disruption and cause a great deal of inconvenience. However, on occasion it’s something we have to do, so we’ve put some procedures in place to help you better understand the disconnection and reconnection processes. We want to make sure that in the event of a disconnection to your water or electricity supply, any action we take is valid, fair and transparent.

Reasons for disconnection

The main reason for ADDC to disconnect a customer’s supply relates to non-payment of bills. If you are unable to keep up with your payments, be sure to contact us to discuss your situation. We may be able to work out a payment plan to avoid any disruption to your supply.

ADDC will disconnect your water and/or electricity in the following circumstances:

  • Non-payment of bills.
  • If a court order or an order of a competent authority is issued.
  • A customer’s request after satisfying all requirements.
  • In an emergency.
  • To avoid danger or damage.
  • For planned maintenance and new connections.
  • As the result of a Rent Committee decision.
  • At the owner’s request, due to a vacant or abandoned supply address.
  • Due to fraud or illegal activity.
  • For failure to provide essential information.
  • Providing false information.
  • For denying access to a meter or equipment.
  • In line with provisions of the connection agreement or supply agreement.
  • In line with provisions of licence, distribution code, electricity supply regulations or any relevant laws.

The disconnection process

A payment is considered overdue if we haven’t received the outstanding amount by the following bill’s due date. We’ll inform you that your payment is overdue by sending a Reminder Notice, which gives you fourteen days from the next bill date to settle the payment or agree a Payment Arrangement. If you fail to resolve the situation within this time, we’ll issue a Disconnection Notice, and you’ll have a further seven days to settle things before we disconnect your supply.

If you’re finding it hard to keep up your bill payments, we can sometimes agree a manageable payment plan to help you meet the costs of your water and electricity. This is a written, legal agreement between you and ADDC, which you’ll be asked to sign. Speak with our support team on 800 2332 or contact us .

Getting reconnected

If the disconnection is because of non-payment of a bill, we will only reconnect your supply in the following circumstances:

  • Once you’ve settled the outstanding amount that is owed to us; and you pay any reconnection fees and, if required, any increase to the amount of your deposit.
    Or
  • If you agree to a special payment arrangement that we consider satisfactory; and you pay any reconnection fees and, if required, any increase to the amount of your deposit.

If you’ve been disconnected for non-payment of bills, we will reconnect you within three hours of the outstanding amount being settled (or a payment arrangement agreed), or by 10:30 the following morning if the payment is made late in the day. A non-payment reconnection fee of AED 100.00 will be charged and you’ll also have to settle the full amount owed (or agree a payment arrangement) and pay any reconnection fees and, if required, any increase to the amount of your deposit.

Reasons for not disconnecting your supply

There are times when we won’t disconnect your supply. Abu Dhabi suffers extreme heat during the summertime and it would be dangerous for us to leave you without drinking water or electricity for air conditioning. Because of this, we'll not disconnect your supply during the period from 1 June to 30 September, other than for necessary maintenance.

We have a responsibility to make sure that customers with special needs are looked after, so if a loss of supply could put you or other members of your household in danger you need to let us know. Once you’re registered with us as a Critical Care customer , we‘ll make every effort to keep your supply connected, even during outages. Also exempt are non-residential customers, where a loss of supply could represent a risk to public security, health or safety.

Where there is an unresolved dispute about your bill, any action or disconnection notice will be put on hold until the issue is settled.

If you have any questions regarding disconnection of your supply, please check our Common Questions section for help. If you still can’t find what you need you can call our support team on 800 2332 or contact us by email at contactcentre@addc.ae any time.

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