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Dewa achieves highest score worldwide in customer experience

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Dubai Electricity and Water Authority (Dewa) has achieved the first global position scoring 100 per cent in implementing the requirements of the International Customer Experience Standard (ICXS2019).

The evaluation process included the preventive measures implemented by Dewa for the safety of its employees and customers during the Covid-19 pandemic.

The specialised team from the British Standards Institute (BSI) officially revealed Dewa maintains the category of ‘Internationally Distinguished Services’. The auditing process included virtual visits and tours as well as the direct broadcast of the centres that were evaluated using the latest technologies and communication mechanisms.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, said, “Achieving the first global position in implementing the requirements of the International Customer Experience Standard for the third consecutive year reflects our commitment to Dewa’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement.

“We seek to enhance our competitiveness and have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner. This is within an integrated framework for continuous improvement that incorporates strong evaluation and follow-up mechanisms. All this has enabled Dewa to set new global benchmarks in customer and stakeholder happiness,” added Al Tayer.

Waleed bin Salman, executive vice president of business development and excellence at Dewa, noted that Dewa obtains best global practices to design and implement innovative development initiatives and projects for excellence and its global position. Dewa has become an international benchmark in developing and implementing the highest excellence standards across all its activities and operations.

He added that this achievement reflects the importance Dewa attaches to its customers, their happiness, and upgrading its services to international levels. This is also a result of the top management’s support to provide a stimulating work environment to support the development of services and delivery channels to reach the highest happiness levels for its customers.

Dewa provides all its services on several digital channels. It has recently started providing its smart services on Amazon Alexa in Arabic, becoming the first government utility in the world to do this. Smart adoption of Dewa’s services reached 98.89 per cent in the fourth quarter of 2021.

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UAE 50°C temperatures and morning fog: What UAE residents need to know before heading out

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UAE residents can expect very hot weather, rising humidity and possible fog or mist in the coming days, with a chance of rainfall over eastern areas.

According to the National Centre of Meteorology (NCM), skies will remain fair to partly cloudy, with convective clouds potentially developing over eastern areas in the afternoon and bringing rain.

Humidity is expected to increase overnight and on Tuesday morning, particularly over some western coastal areas. This could lead to fog or mist and reduced visibility.

Motorists have been advised to take extra care during early morning drives and adjust their speed when visibility is poor.

Temperatures approach 50°C

Meanwhile, daytime temperatures will remain exceptionally high across the country. Coastal areas are expected to reach 40°C to 45°C, while temperatures in inland areas could climb to 49°C.

Light winds and calm seas

Winds are expected to be light to moderate, becoming fresh at times. Sea conditions will remain slight, with waves reaching around two feet onshore and three feet offshore.

With extreme daytime heat continuing alongside higher humidity and possible fog, residents are advised to plan outdoor activities carefully and exercise caution on the roads during periods of reduced visibility.


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Etihad Rail warns passengers of Dh200 fines for ticket violations

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Etihad Rail has warned passengers that travelling without a valid ticket or misusing discounted fares could result in a Dh200 fine, denial of service and possible legal action.

Under the company’s Passenger Charter, travellers must have a valid ticket before boarding an Etihad Rail train or bus. A ticket is valid only when it carries the correct passenger name, date and travel time, and has not already been used.

What can lead to a Dh200 fine?

Etihad Rail lists four key violations that can attract a Dh200 penalty:

  • Travelling without a valid ticket, including using a ticket issued in someone else’s name.
  • Deliberately avoiding payment of the correct fare.
  • Using a discounted or category-specific ticket without being eligible.
  • Forging, altering or fraudulently obtaining a ticket.

Invalid or fraudulent tickets may be confiscated by authorised staff, with no compensation payable for confiscated tickets.

Passengers found without a valid ticket may also have to purchase a Flexible ticket at the applicable fare for their journey.

Ticket checks can happen throughout the journey

Passengers must carry their ticket and valid identification and produce them when requested by Etihad Rail staff or authorised personnel.

Checks can take place at departure stations, during the journey, at intermediate stations and when passengers leave the platform at their destination.

Travellers using electronic tickets are responsible for ensuring their phones have enough battery to display the ticket when required.

Passengers must also travel in the coach and seat shown on their ticket, unless instructed otherwise by Etihad Rail.

Repeat offenders could face travel bans

Etihad Rail said repeated or serious violations could lead to passengers being refused travel, required to end their journey or barred from using its services for a specified or indefinite period.

The company may also refer cases to the relevant authorities, including the Public Prosecution. Additional penalties, including imprisonment where provided by law, may apply.

Passengers denied travel or service because of a violation may not be entitled to a refund or compensation.

Etihad Rail also prohibits buying tickets from unauthorised sources, altering tickets to defraud the company, or transferring unused or partially used tickets where the ticket conditions do not allow it.


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Indian passport services in UAE: Who can use the new walk-in facility

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The Indian Embassy in Abu Dhabi has introduced a walk-in facility for eligible applicants seeking passport, visa, attestation and other consular services at Alhind Tours and Travels centres across the UAE.

Walk-ins will be accepted from 9am to 1pm at all 16 Indian Consular Application Centres operated by Alhind.

The facility is available to:

  • Tatkaal passport applicants
  • Newborn cases
  • Emergency Certificate applicants
  • Senior citizens
  • People of determination

The embassy has advised applicants to book appointments online whenever possible. Walk-in requests will be processed subject to available slots.

Alhind centres and appointments

Appointments can be booked online through the service portal. Regular service hours at the centres are 8am to 6pm.

Alhind charges a Dh19 service fee, including VAT, in addition to applicable Indian government fees. The fee covers services such as form filling, photographs, document typing, printouts, photocopies and domestic courier services.

Indian passport fees increased

Indian passport fees were increased from July 1, marking the first revision in 14 years.

For an ordinary fresh passport or reissue with 36 pages, the fee is now Dh96under the normal scheme and Dh190 under Tatkaal, up from Dh57 and Dh134 respectively.

For a 60-page passport, the new fees are Dh134 for normal applications and Dh230 for Tatkaal, compared with Dh78 and Dh153 previously.

The fee revision also applies to Indian nationals living overseas, with the corresponding charges set in local or applicable foreign-currency terms.


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