When to file a complaint
We try get things right, every time, but occasionally things do go wrong.
If you’ve had a bad experience, where we haven’t dealt with things how you would like or our service standards haven’t met your needs, we want to hear from you.
Contact us straight away to discuss how we can put things right.
You can use any one of the following channels to register a complaint:
Call us on 800 2332
Email us at contactcentre@addc.ae
Visit an ADDC branch or customer care centre, or the Customer satisfaction Section of our Main Office
Fill in an online complaint form
Our commitment
We always aim to find an agreeable solution to customer complaints and in most cases we do.
We’ll respond to you straight away, where possible, and we try to resolve more serious issues within 15 days.
Unresolved Issues
In the unusual event that we cannot reach an agreement that you are satisfied with, you have the right to refer the complaint to the Department of Energy (DoE).
You can contact DoE’s Consumer Protection Section: by email at customercare@doe.gov.ae;
or by telephone to (02) 2070666.
For more details on Complaint Escalation procedures; kindly visit DOE’s website www.doe.gov.ae
