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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.

Crime

Dubai scam alert: Authority warns of fake QR code scams as cyber fraud attempts rise

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The Dubai Electronic Security Centre (DESC) has issued a warning over a growing number of scams involving fake QR codes, especially those sent through email.

According to the authority, cybercriminals are exploiting how quickly information spreads by sharing QR codes that appear to offer urgent updates or important services. However, scanning these codes can expose users to serious risks.

DESC explained that such QR codes may install malware on devices or redirect users to fake websites designed to steal personal and financial information.

How to protect your device

Residents are being urged to stay cautious by verifying the source of any email before scanning QR codes, avoiding suspicious messages, and never entering sensitive details on untrusted links.

To boost online safety, DESC also recommends using the RZAM app, which provides real-time alerts about unsafe websites and allows users to scan links before opening them.

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Business

Dubai’s unified car rental contract explained: What residents and tourists must know

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Dubai’s Roads and Transport Authority (RTA) is reinforcing stricter rules for car rentals across the emirate, and it’s good news for both residents and tourists.

At the heart of this move is a mandatory unified contract that all rental companies must follow. This contract standardises how rental agreements work, clearly laying out the rights and responsibilities of both renters and rental offices in a transparent way.

“We have also organised a series of awareness workshops for companies operating in the car rental sector across the emirate to familiarise them with the contract’s provisions, obligations, and implementation procedures,” said Ahmed Mahboob, CEO of the Licensing Agency at RTA.

What this means for drivers

  • Same rules everywhere
    Whether you rent from a big brand or a small office, the same contract applies across Dubai, no more confusing or inconsistent terms.
  • Stronger consumer protection
    The contract ensures:
    • No hidden fees (like surprise toll charges)
    • No unfair charges during accident repairs
    • Mandatory refund of your security deposit within a set timeframe
  • Digital and secure process
    Rentals are handled through the Transport Activities Rental System (TARS), with:
    • Identity verification
    • OTP-based digital signatures
    • Secure, automated contracts
  • Proof of vehicle condition
    Photos are taken at pickup and return, protecting you from disputes over damage.
  • Better awareness for renters
    The system is designed to reduce complaints and help users, especially tourists, fully understand their rights before signing.

This move aligns with Dubai’s push to enhance trust and transparency in services, reinforcing its reputation as a well-regulated, customer-friendly destination.

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News

UAE warns drivers: Fines up to Dh2,000, 23 black points for risky driving during heavy rains

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Authorities across the UAE have issued a fresh warning to motorists, urging them to exercise extreme caution during ongoing unstable weather conditions. The reminder comes as part of efforts to enhance road safety and prevent accidents in high-risk areas such as valleys, flood zones, and near dams.

The UAE authorities emphasised that strict penalties are in place for violations during rainfall. Motorists found driving near valleys or flood-prone areas could face a fine of Dh1,000 along with 6 black points on their license.

More severe penalties apply to those who deliberately drive into flooded valleys, regardless of the water level or perceived danger. Offenders risk fines of up to Dh2,000, 23 black points, and a 60-day vehicle impoundment.

Additionally, authorities warned against obstructing emergency responders or traffic officials during adverse weather situations. Such actions could result in a Dh1,000 fine, 4 black points, and vehicle impoundment for up to 60 days.

Officials continue to urge drivers to prioritise safety, follow official advisories, and avoid unnecessary travel during severe weather conditions to prevent accidents and ensure smooth emergency response operations.


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