Customer Service Charter

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INTRODUCTION
Aquacool is committed to the provision of quality services in
its interaction with all its stakeholders. To this end, this service
charter has been developed to ensure quality improvements
that are sustainable and guided by the type of service
standards our customers expect. This charter also offers a
guide to our customers on how to make complaints and
suggestions on improvements in our service. This Service
Charter marks an important milestone in our commitment to
excellence in service delivery. The Service Charter is our bold
commitment to enhance performance at the organizational
level. The Charter spells out the range of services and
standards which we commit ourselves to uphold.

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WHO WE ARE
Aquacool Metering LLC one of the leading Utility Service
Providers in the United Arab Emirates (UAE).

Aquacool, wholly owned by Emirates District Cooling LLC

(Emicool) which was established in 2003 and is based at
Dubai Investment Park, Emirate of Dubai. Being part of
Emicool’s enviable portfolio, with continued sustained
growth, sound financial and executive management provides
Aquacool with a foundation from which it can undertake
major projects in all of the UAE and other regions.

Using the state-of-the-art processes and

technology that has been implemented at
many prestigious projects, Aquacool can
provide a bespoke designed solution to your
meet specific BTU metering requirements.

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CORPORATE OBJECTIVE
To ultimately become the leading cooling
service provider in the region, driven by its
reliability and efficiency

To accomplish the highest levels of

competency, by following a dynamic
innovative approach

To achieve the highest customer satisfaction

ratings among service providers in the region

Aquacool provides sub-metering, billing & collection services in buildings located

in Al Barari, Al Habtoor City, Al Safa, Business Bay, Discovery Gardens, Dubai
Investment Park, Dubai Marina, Dubai Motor City, Dubai Sports City, International
City, International Media Production Zone, Jumeirah, Jumeirah Lake Towers,
Jumeirah Village Circle, Jumeirah Triangle and Sheikh Zayed Road

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 OUR COMMITMENT TO OUR CUSTOMERS

Listening to our customers to Ensuring our customers see value

better understand their needs in the services we provide

The safety of the community, Respecting privacy and

our contractors and our people personal information

Genuinely engaging with customers,

Ensuring our customers see
demonstrating how their input has
value in the services we provide
improved decision-making

Using customer feedback to Respecting privacy and

drive continuous improvement personal information

Placing the customer at the Resolving complains in a

center of everything that we do professional and timely manner

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 OUR COMMITMENT TO OUR CUSTOMERS

Assess whether you are on the

Be courteous, willing to help and be
correct tariff, taking account of your
responsive to your needs. Treat you
past usage and your views on your
fairly, openly and professionally.
future consumption.

Aim to provide you with Provide timely, clear

timely and accurate invoices. and honest advice.

Demonstrate a high level of Help you to use our services efficiently,

professional competence in including providing free advice to help
providing advice on our services. reduce your energy use.

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 HOW YOU CAN HELP US
Ensure you create an account with
Aquacool for your cooling service

Provide us with the full set of

Treat our staff with Courtesy and Respect. the required documents

Abide by any and all legal requirements and Pay your bills on time to
other obligations that clients are to meet in ensure continuity of service
order to be eligible for services sought.

Once you process your payment via bank transfer, cash

Actively participate in our random surveys to deposit or cheque , please share with us immediately
analyze our customer satisfaction level and your payment proof to payments@aquacool.me to
performance levels in the market. allocate your payment into your account

Provide us with your honest views and

comments to assist us to monitor and improve
the relevance and quality of our service through
our telephone lines, website and emails.

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 OUR SERVICES
Owner/Tenant Online
Reconnection requests
registration requests

Issuing final bills for

Payment Collection
move out customers

Handling customer Ownership transfer requests

complaints/ inquires

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 SCHEDULE OF FEES AND SERVICE CHARGES
Charge Description Fee excluding VAT(AED)

Service Fee- Billing and collection fee paid monthly by each Customer Refer to Annex 4 in the End User Agreement
(Owner/Tenant) and retained by Aquacool for services rendered related to your project for exact amount.

Administration Fee- A ‘one off’ account administration fee paid by each Refer to Annex 4 in the End User Agreement
Customer upon signing the End-User Agreement for setting up the account. related to your project for exact amount.

Late payment Fee- A fee applied to the account for payment received after
AED 100
due date.

Fast track service (1 working day)- Express end user Move–in & move out AED 500

Bank transfer fee AED 100

Reconnection Fee- Fee to reconnect air conditioning service due to payment

AED 100
default.

Return Cheque Fee- A fee payable to Aquacool by the Customer in the case
AED 100
of a returned or ‘bad cheque’ being issued

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MONTHLY BILLING AND NOTICES
01. Aquacool shall issue invoices on the agreed date of the month according
to dates agreed to by the building owners. 06. District Cooling Services may not be suspended unless the following
conditions are met:
i. At least two (2) reminders were issued with at least one week elapsing
between each of them.
ii. The value of arrears exceeds the value of the security deposit held by

02. The Due Date for Invoices is to be no less than fourteen (14) calendar the Service Provider.
days after the Invoice Date. iii. The Service Provider has considered offering the Customer a
payment plan having assessed his credit history which is at the
discretion of the Service Provider.
iv. A final Notice that services will be suspended is given no earlier than

03.
fourteen (14) calendar days after the Due Date and at least 72 hours
Payment reminder notice will be sent on 7th day after invoices have been before such an act is undertaken
dispatched

07. A customer who is disconnected for non-payment will have to pay all

04.
outstanding amounts to reconnect the AC service.
Before taking any other action in pursuit of outstanding charges,
Aquacool will first issue at least one Notice, no earlier than one week
after the Invoice Date, reminding the Customer to settle the Invoice.

08.
Additional Notices reminding the Customer to settle the Invoice may This document does not affect existing rights of Aquacool to use
be issued at Aquacool discretion. legal remedies to pursue the recovery of debts.

05. 09.
No Penalty Charges may be applied to a Customer’s account until at If, after District Cooling Services have been suspended in accordance
least seven (7) calendar days after the Due Date, and so long as a with these regulations, a Customer settles all outstanding invoices in
minimum of one reminder has been issued by way of a Notice, giving full and pays any reconnection charge approved in accordance with
the Customer at least seven (7) calendar days to settle his or her bill to RD10, or the Customer has entered into a payment plan offered at the
avoid such a Penalty Charge being applied. discretion of the Service Provider, the Service Provider as the case may
be, must reconnect the District Cooling Service within 24-hours from
the time the invoice was settled.

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HOW TO PAY US
Please refer to below list of acceptable Payment Methods:

Online through Aquacool’s web portal

› Visit our Website at https://aquacool.me and click on “Log In”
› Log in with your User ID and Password
› On your home screen click on the contract number to view &
pay your outstanding
IMPORTANT NOTE:
› Balance and proceed with payment.
For cash deposits and bank transfers, please
› If you forgot your password, click on the “forgot password” link ensure to provide a proof of payment to us via
to reset your Password. email payments@aquacool.me to allow us to
allocate the payment to your account with
Cash Deposit at ATM or Bank Teller (in Branch) Aquacool. The proof of payment should
clearly show the Customer’s full name,
Cash deposit payment may be done via Bank Branches /ATM’s (please refer building name, and unit number.
to the bank account details provided through your End User Agreement)
Failure to send a copy of the payment will
Cheque cause delays in processing of payment into
your account and may result in late fees and
Customer can deposit the cheque through Bank Branches /ATM’s (please /or disconnection of your cooling services.
refer to the bank account details provided through your End User Agreement)

Bank Transfer
Customer can make a payment through Bank transfer (please refer to the
bank account details provided through your End User Agreement

Customer Service
Customer can make a payment at Aquacool head office-DIP

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COMPLAINTS HANDLING PROCEDURE
It is expected that consumers of the services of the regulated public utilities will lodge complaints against
such utilities on matters of service quality, delivery process, billing and any other related matter.

01. 06. We
In the event of a customer receiving unsatisfactory will endeavor to resolve your complaint within two
service, they should raise a complaint with the staff weeks (10 days) of receiving the complaint
of the section responsible for the service.

02. Resolution of a compliant will be closed within 6

business days of lodging the complaint. 07. If this target cannot be met, you will be informed of the delay,
the reason for the delay and revised target for responding.

If the complaint can’t be resolved within 6 working

03.
days, the complaint will be escalated to the IF YOU ARE STILL NOT SATISFIED, WHAT CAN WE DO?
customer service team leader (Stage 2), and you will If your complaint has still not been settled to your satisfaction,
be informed that your complaint is being you have the right to ask the General Manager to review the
investigated and resolved within 6 business days. matter and take appropriate action

If the complaint can’t be resolved, the complaint will be

04. escalated to the Customer Service Manager (Stage 3),

and you will be informed that your complaint is being
investigated and resolved within 6 business days.

05. If not resolved; it will be escalated to the Head

of Department

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HOW WE RECORD YOUR COMPLAINTS
01. Customer contacts the Call Centre at 600-560-136 or send an
e-mail to customercare@aquacool.me

02.
Customer Service Agent receives the calls and gets the details of the
customer / project and unit details. If the complaint is sent through
e-mail. The customer should mention all the details in the e-mail

03. Customer service agent receives the complaint, and based on the
nature of the complaint, the agent will take the action.

04.
If the complaint can be closed immediately, the agent will take the
action and record the complaint on the system. Or else, if the
complaint is related to technical or billing issues, the agent will raise
a ticket to the technical/Billing team to take the needful action .

The customer service agent will ensure that the ticket is closed and

05. completed by the concerned department and communicate with

the customer to provide him with the feedback and action taken to
resolve the issue along with ensuring that the customer is satisfied.

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COMPLAINTS RESOLUTION:
As part of our commitment to continuous improvement, Aquacool will always be looking forward
to hearing customers complaints. We will actively engage with customers to understand the
nature of the complaint and determine a suitable timeframe and course of action for resolution.

STAGE 1
 We encourage feedback/complaints from customers via:
phone/email regarding Aquacool’s performance as part of our
commitment to continuous improvement.
 Aquacool will acknowledge complaints received and raise the
ticket within 1 business day.
 We aim to resolve the complaint within (6 business day). STAGE 3
 You can contact us on the following contact info:  Customer escalate complaint to stage 3:
 Phone: 600560136  Our customer service manager from the head office will
 Email:Customercare@aquacool.me or Visit our head office at acknowledge your complaint within 1 working day
DIP  Your complaint will be solved in a professional manner within 6
working days
 You can escalate your complaint to this stage using the following
STAGE 2 contact info:
 Customer escalate complaint to stage 2:  600560136
 A complaint ticket will be issued within 1 working day  Email: CSM@aquacool.me
 Our customer care team leader will investigate your complaint in  Visit our head office at DIP
depth and provide you will the best possible solution within 6
working days.
 You can escalate your complaint to stage 2 using the following
contact info:
 600560136
 Email: CSTL@aquacool.me
 Visit our head office at DIP
 If you weren’t satisfied with the solutions provided to you in this
stage, you can further escalate your complaint to stage 3.
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 SERVICE TARGETS – SERVICE DELIVERY TIMELINES
Service Target Fast track

Owner/Tenant
4 working days 3 working hours
Online registration requests

Issuance of Final Bill 4 working days 3 working hours

Reconnection 24 hours -

Security deposit Refund 14 working days -

Our goal is to complete all customer requests within the specified turnaround times, as long as all necessary
requirements for the service have been met. We also aim to respond to all complaints within six business days.
Additionally, we will make an effort to publish an annual report on our website that evaluates our performance
and the progress we have made in implementing our strategy and service standards

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 HOW TO CONTACT AQUACOOL
If you have an enquiry about our service, our processes, your bill
or any general enquiry, please contact us by:

The contact point for customers queries The contact point for
is Aquacool’s customer care team customers payment is

600-560-136 customercare@aquacool.me payments@aquacool.me

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 CUSTOMER END-USER REGISTRATION PROCESS ANNEX 1
Start

Fill in the required details, Customer is informed

Create an account by to upload missing
upload the required
visiting
documents, sign documents through
www.aquacool.me/user2 the website
electronically, and submit
and clicking on “Register”

Aquacool Customer Care

Receive automatic email team reviews the
and click on the verification registration application
link to activate the account

Log in at No
Documents are
www.aquacool.me/user2
complete?
with username and
password
Yes
Registration request is
The customer then
Click on “New Registration approved, and a move-in ticket
starts receiving
Request” to start the is created. Then customer is
monthly bills via
registration process asked to pay admin fees and
email
security deposit

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 CUSTOMER END-USER MOVE OUT PROCESS ANNEX 2

Start

Customer will receive the final

Customer will have the option the
Log in at refund method either by cheque or
bill. The final bill can either be
www.aquacool.me/user2 with paid against the security deposit
by bank transfer
username and password or deductible from it

Aquacool Customer Care team will Aquacool, will refund any

Click on “Home” to start the
receive the Ticket to verify the remaining balance as per
Move-out process
required documents the selected refund
method

Aquacool Billing team will prepare

Click on “Initiate Move out”
the Final bill it will take 4 working
days If cheque the If bank transfer the
deposit will be deposit will be
refunded withing 14 refunded to the
working days and to bank account
be collected from associated with the
Customer has to attach the NOC” Process is
Aquacool’s Head customer withing 5
& cutoff date confirmation from completed
Office working days
the Owner and clear all the
outstanding amount

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