Upon completion of installation and connection of the service pipes (electricity, water & natural gas) to the Customers’ premise and erection of the meters, the concerned department deliver the fuses to the concerned branch office. Hence, the role of the Customer Service begins with serving the customer and following up his transactions such as:

1- Connection of the Supply
2- Renewal of tenancy contract
3- Code Change
4- Natural Gas Supply
5- Closing an Account and Issue of Clearance Certificate

Service Connection for the landlords

If the premise is used by the landlord, the following documents/requirements should be provided for the concerned branch office to arrange connection of the supply:

1- A written declaration from the landlord undertaking that the premise is for his personal use and that he will pay all the dues.
2- Passport copy.
3- Copy of the premises ownership.
Notice: If Gas Supply Service is available at the building, please approach the Natural Gas Directorate to connect the service to your Cooker and the specified fees.

Service Connection for the tenants

The customer should ensure that there are no outstanding dues on the account of the leased premise. If any, it should be settled with the owner before arranging the connection. Then, the consumer should arrange the  following requirements:

1- Payment of the relevant deposit and approval of the Tenancy contract by the in charge of the concerned branch office.
2- Attesting the Tenancy contract with the Municipality.
3- If the building is connected to the Gas System, the Natural Gas Directorate is to be approached to connect the Gas Supply to the cooker and pay the specified fees.
4- Approaching the concerned branch office for the connection of the electrical and water supply

Renewal Of Tenancy Contract

1- The dully attested Tenancy Contract.
2- No. of SEWA’s Customer Account.
3- The original copy of the Deposit Receipt or a Replacement copy.
Notice: (If the original copy is lost, a replacement may be issued from the Deposit Section H.O).

Documents Required To Change The Code

If you notice that the code of your bill is not confirming your status, the following documents shall be submitted
to the concerned branch office to change the code to the appropriate one:
1- Copy of a valid passport or ID registry.
2- Cop of Land ownership Deed (for the landlords).
3- Copy of a valid Tenancy Contract dully attested by the Municipality.

Natural Gas Directorate offers the following services:

Connection of Gas supply to Villas

The customer should provide the Customer Section of Natural Gas Directorate with the copies of tenancy contract and deposit receipt (for tenants) and No. of his Account. The Cooker may be relocated if the owner requested that, if technically possible. This procedure will be done after inspecting the site to evaluate the work and paying of the specified fees.

For connection of gas supply to a newly constructed villa, the customer may obtain names of the approved companies with SEWA from the Planning Section of the Natural Gas Directorate to carry out the required gas installations.

Connection of Gas supply to Flats

If the premise is provided with gas supply, the customer should refer to the Natural Gas Directorate (Customer Service Section) and forward his existing tenancy contract and deposit receipt to connect the Gas supply to the cooker and pay the specified fees. However, in case of shifting to another premise not provided with the Gas Service, the customer’s cooker should be converted from the Natural Gas system to LPG system upon payment of the relevant fees as follows:

Connection of Gas supply to Restaurants

Connection of gas supply to restaurants can be arranged after making the sketch and plan for the kitchen and site of connection.

Issue of NOC for building or maintenance works

The consumer should forward the following documents:
1- Account No.
2- Copy of Ownership seed
3- Copy of Plot sketch of the site
4- Copy of the Contactors license
5- Copy of Lease Certificate and Commercial Certificate

 Issue of NOC for Road Works

Contractor should provide the following documents to the Planning Section of the Natural Gas Directorate:
1- The projects drawings
2- A letter from the Consultant of the Project


For closing the customers Account and obtaining Clearance Certificate, the following steps should be followed:

1- The original Deposit Receipt or its replacement copy is to be forwarded to the concerned branch office.
2- A representative from the concerned branch office will visit the premise to disconnect the supply  (electricity, water and natural gas) and take the reading of the meters.
Notice: If the natural gas pipe is damaged, the customer should pay a penalty of Dhs 100.
3- Settlement of final dues (electricity, water and natural gas), otherwise the same will be deducted from the deposit value.
4- The value of the deposit will be reimbursed to the customer.
5- Upon settlement of final dues, a Clearing Certificate may be issued against payment of an amount of Dhs 10.

Closing of Contractors Account

1- Upon the completion of construction works, refer to the concerned branch office to refund the deposit amount and forward the deposit receipt and the inspection report.
2- The electricity supply is to be disconnected and the water meter is to be removed from the site by the concerned staff of the relevant office.
3- Upon settlement of dues and disconnection of supply, a closing transaction report is to be issued and the contractor should refer to the Head Office to make arrangement of refunding the deposit amount.