Our commitments


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Satisfaction guaranteed

We strive to provide our customers with a level of service that exceeds expectations, while also satisfying the conditions and requirements set out by the industry regulator. Our performance is continually monitored, both internally and by external bodies, to ensure we deliver on our commitment to serve you better.

Guaranteed standards

The Department of Energy (DOE) is the independent regulator for the region’s water, wastewater and electricity sector. They work closely with us to ensure we offer customers a high level of service and comply with environmental, health and safety standards at all times.

In short, the DOE checks we’re getting it right and also, to protect our customer's interest, they limit how much we can earn in a single year by setting strict price controls. This gives us a big incentive to improve the quality and efficiency of our services while reducing costs, which means more affordable water and electricity for our customers.

To make sure our services meet the requirements of the regulatory framework, they’ve produced a set of guaranteed standards of service that water and electricity distribution companies operating in Abu Dhabi must follow.


Our Customer Charter

As far as we’re concerned, it’s all about you. Everything we plan, everything we do and everything we represent is concerned with providing our customers with the best possible experience when they deal with our company. It’s the reason we’re here.

Our Customer Charter sets out the values we adopt as an organization and lets you know the qualities you should expect from our staff when dealing with us. It also outlines our expectations from you as a customer, in order to help us achieve the standards of excellence we strive for.


Customer Satisfaction Survey

The best way to find out what our customers think of the services we provide is to ask them. Our recent Customer Satisfaction Study gathered consumer feedback from across the emirate using seven questionnaires on different aspects of our service.

The survey is part of our effort to turn customer satisfaction into customer delight; its findings help us understand what we’re doing well and also identify areas where we can improve.

Main study findings:

  • respondents were surveyed through the seven main customer journeys
  • we received nearly 4,000 responses
  • ADDC achieved 81.3% overall customer satisfaction rating
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