At TAQA Distribution, we are committed to assisting our customers in financial hardship, to manage their debts with us and avoid disconnection as much possible, our processes are designed to provide clear guidance to our employees, customers, and stakeholders, ensuring a fair and respectful approach to those facing a financial challenges.
We are dedicated to supporting our customers financially hardship, ensuring they receive help and guidance that needs to manage their accounts effectively.
Eligibility
The customer or his authorized representative can apply for a "payment arrangement" with TAQA Distribution ,provided that have a valid Electricity and Water Supply Agreement with TAQA Distribution and complete a "Payment Arrangement" Application.
Each arrangement includes the monthly consumption, plus the instalment amount. The eligibility fallen if there is more than one Payment Agreement in the last 12 months, or if did not comply with a previous agreement.
Criteria for Payment Arrangements
The application will be asses based on the genuine financial situation to the customer according to evidence of financial circumstances, compliance with previous agreements, and the Credit Report.
The application may be approved up to twice in any 12 month period.
Payment Terms
If approved, the "Payment Agreement" will specify the total amount due, the number of installments, and the payment schedule. The customer shall agree to make each installment payment, along with monthly consumption charges, by the specified payment date using the available payment methods.
Disconnection Actions
TAQA Distribution reserves the right to disconnect services if the customer stop paying the instalment or the ongoing monthly consumption. However, no disconnection will occur while the customer comply with the Payment Agreement. TAQA Distribution will provide the customer with notification SMS prior the disconnection.
Your Rights and Responsibilities
The customer have the right to receive information on payment arrangements, tips on saving water and power, and learn about our procedures. The agreement will outline the terms, payment schedule, and the customer responsibilities. The agreement ends when the amount due is paid in full or terminated for breach by the company. The customer have not right to sole terminate of the agreement.
Applying for a Payment Arrangement
The customer may apply for a payment arrangement, via our website, mobile app, or by calling our customer call center on 8002332. To arrange a payment plan, the customer have to submit all required documents.
Required Documents
- Credit report issued by Etihad Credit Bureau.
- Certificate from the bank stating the (IBAN) number.
- Authorization to participate in direct debit with TAQA Distribution & instalment plan.
- An undertaking from the customer to keep the instalment amount in his bank account on the due date.
- Valid Trading license (for companies).
- Authorized signatory (for companies).
- Power of attorney in case of authorization.
- Income certificate (document).
- Bank Statement.
How can I request a payment arrangement with TAQA Distribution?
To request a payment arrangement with TAQA Distribution, you can submit your request through our mobile app, website, or by calling our call center 8002332.
The process begins once we receive your request and the necessary documents. Afterwards, you'll select a payment plan or arrangement. Each step of the process is managed by our Concerned Dept. and typically takes one working day per step.
Failure to abide by the signed Payment Agreement results in cancellation of the agreement and you will have to pay the full outstanding amount.
Identifying and Supporting Customers in Financial Hardship
How are customers in financial hardship identified and supported?
TAQA Distribution identifies those who are in financial hardship through outstanding account amounts. We train our staff to handle these customer's situation with sensitivity and empathy as we look to serve our customers with the highest quality services.
Payment Arrangement Application and Criteria
Who is eligible for payment arrangements?
Any customer who are facing financial hardship and / are authorized representative can apply. Conditions are case-specific, but if you have had an installment plan in the last 12 months or did not comply with a previous agreement, you are not eligible.
You must complete a Payment Arrangement Application and may be approved for a Payment Arrangement up to two times in any 12-month period.
General Criteria for Payment Arrangements
What steps and documents are required for applying for a payment arrangement?
You must complete a Payment Arrangement Application. Additional documents are required if you are not the account owner, such as authorization and no-objection letters, Direct Debit registration, and a valid IBAN.
If a third party pays on your behalf, you must provide supporting documents. The final approval for making the Payment Agreement is with TAQA Distribution’s Concerned Department.
Disconnection Actions
What actions does TAQA Distribution take if I stop making payments?
TAQA Distribution will disconnect services if you don’t comply to pay your outstanding amount as agreed or if Direct Debit registration fails due to insufficient funds or account closure. No action for disconnection shall be taken while you have a Payment Agreement in place, and you are complying with it.
Customer Rights and Responsibilities
What rights and responsibilities do I have in financial hardship?
You have the right to information on payment arrangements, water, and power-saving tips, and TAQA Distribution's Financial Hardship procedures. You will receive a copy of any Payment Agreement with terms, conditions, and disconnection warnings.
Your responsibilities include adhering to the payment schedule and maintaining communication with TAQA Distribution. Please ask for information on tips to reduce and save on your electricity and water call center on 8002332.
Disconnection/Reconnection Actions
What happens if I complete a payment agreement before disconnection?
If you complete a payment agreement before disconnection, you are removed from the disconnection list, and any disconnection activities are cancelled once the payment agreement is approved.
Definitions
DOE
The Abu Dhabi Department of Energy was established in accordance with Law No. 11 of 2018 to drive the Emirate's energy transition efforts with a focus on promoting economic growth, and boosting environmental, social and economic sustainability.
Customer
Any person or entity who has an agreement with TAQA Distribution to supply water and/or electricity.
Customer in Financial Hardship
A Customer experiencing Financial Hardship and is not being able to pay the outstanding amounts at once. This customer has a genuine intention to pay their water and power bill but does not have the financial capacity to pay within the time required by TAQA Distribution's payment terms but does not include a customer who has the financial capacity to pay but will not pay.
Financial Hardship
Financial hardship affecting the customer's ability to pay bills and other debts as and when they fall due.
License
The license issued by the DOE under which TAQA Distribution operates its distribution and supply business.
Payment Agreement
Agreement between TAQA Distribution and a Customer in Financial Hardship
Payment Arrangement
Payment by Instalment or a Deferred Payment whereas the customer pays his total dues split into monthly instalments and amounts within the time frame agreed upon with the TAQA Distribution.
