The Regulation & Supervision Bureau (RSB) is committed to protecting consumers and ensuring that district cooling services in Dubai are provided in a fair, transparent, and compliant manner.

Consumers may raise any service-related concerns directly with their relevant district cooling service provider and/or billing agent. This includes matters related to billing, metering, service quality, or contractual issues. District cooling service providers and billing agents are responsible for handling customer complaints in accordance with the regulatory framework.

If the consumer does not receive a response, or if the issue remains unresolved after engagement with the service provider, the consumer may then submit a formal complaint to the RSB using the standard complaint form.

Please note that the RSB may not process complaints that are made without documented evidence. In addition, complaints submitted to the RSB will be rejected if the consumer has not first contacted his service provider or has not made a genuine attempt to resolve the issue directly with them.