Dubai, UAE, 17 November 2025: Dubai Electricity and Water Authority (DEWA) has automated the deposit refund requests for amounts up to AED 4,000, without the need for human intervention, representing around 90% of refund requests. The initiative reduces the average refund processing time from approximately four days to 30 minutes, supporting DEWA’s ongoing efforts to enhance the customer experience and promote their happiness. This is a major step forward that reflects DEWA’s leadership in leveraging advanced technologies to improve service efficiency and accelerate processes. The new system uses a comprehensive and robust verification mechanism that enables direct instructions to be sent to the bank to transfer the refund amount to the customer’s account using the International Bank Account Number (IBAN). This ensures greater accuracy, speed and reliability.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, said: “In line with the vision and directives of the wise leadership to digitise all aspects of life in Dubai and transform the emirate into a global digital capital, positioning it among the world’s best cities in terms of quality of life, we continue to adopt the latest Fourth Industrial Revolution technologies and integrate artificial intelligence across all our operations. This initiative to reduce the security deposit refund time to 30 minutes is part of our continuous efforts to provide a pioneering, fully digital customer experience that enhances happiness, meets expectations and exceeds them. It also supports the Dubai Economic Agenda (D33), which aims to strengthen Dubai’s position among the world’s leading digital economies.”
The new system enhances operational efficiency by reducing time needed to complete the service, enabling staff to focus on innovation and improving services. Operating around the clock and independent of official working hours, the system boosts DEWA’s agility and responsiveness to customer needs, reinforcing its position as a global leader in smart and sustainable services.
