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Customer Service Standards
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You will currently be an existing electricity and water customer of either the Abu Dhabi Distribution Company or the Al Ain Distribution Company. One of the aims of the Bureau is to regulate these two companies in a way which provides incentives and encourages them to achieve international based levels of service in terms of quality, reliability and value for money for customers in the Emirate of Abu Dhabi.
The Bureau achieves this by:
- implementing Codes of Practice which protect the standard of service customers receive
- publishing information relating to standards of performance by distribution companies
- encouraging the distribution companies to make a service commitment to their customers
- monitoring the standard of service you receive by requiring the distribution companies to report to the Bureau every month on their performance levels.
The Bureau developed a Code of Practice of Guaranteed and Overall Service Standards which sets out the minimum service standards and performance levels you can expect from your distribution company. If you do not receive a service covered by the Code to the minimum standard, then you may be entitled to a form of compensation payment from your distribution company.
Click below to view an extract of the Code of Practice for the Guaranteed Service Standards which are important to you as a customer.
 Guide to Guaranteed Standards
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