ISTMRAR Service

Direct Debit

• Are there any fees charged for Direct Debit Service?

There aren’t any fees to subscribe to the Service.

• Is this service safe?

Yes, Direct Debit Service is safe and secure. You only need to provide us with your AADC account number and your international banking account number (IBAN), and in cooperation with the UAE Central Bank, we will submit your request.

• Can customers cancel the service? Is there a cancellation fees?

Yes, customers can cancel the service. There is no cancelation fees.

• Would the customer be contacted via SMS in the registration and deduction stages?

Yes, there are text messages for each of the stages of registration, cancellation, payment, and reminders before deduction that there is sufficient amount in the customer’s account.

• Can the customer fix the monthly-deducted amount?

Yes, he can by subscribing to Bill Smoothing service .

• Are there any added fees due to rejection or non-payment if the amount is not deducted by the bank for the lack of amount in the customer’s account?

There is no extra charge on the rejection, but will attempt to deduct the amount again.

• Will the service be disconnected if the unpaid amounts accumulate?

Yes, water/electricity services supply will be disconnected as per AADC applicable the Disconnection Code. Followed in AADC Procedures. The customer subscription in will not be eligible for ISTMRAR service will also be ended.

• What are the ways to subscribe to the service?

Customer Service Centers, Call Center 8009008.

• Example, what would happen if the issued bill was worth AED 500, and the bank account had a balance of AED 400?

The system will not deduct the AED 400, and the process will be rejected (for lack of sufficient balance).

ISTMRAR Service

Bill Smoothing

• What is ISTMRAR Service (Bill Smoothing)?

This service provides AADC customers with Direct Debit and Bill Smoothing options . Bill Smoothing or Non-Billed Budget (NBB) facility allows AADC customers with high or varied consumption patterns to pay a fixed amount every month. The system will calculate the average amount of the fixed bill and distribute it among 12 months. The customer will be eligible to pay a fixed amount every month for one year from the date of the service registration.

• Can the customer pay a fixed amount monthly bill?

Yes, a fixed amount bill can be provided to the customer on subscribing to Bill Smoothing Service , The system will calculate the average amount of the fixed bill and distribute it among 12 months.

• Are there any special conditions to register for ISTMRAR service (Bill Smoothing) ?

1. The Customer should be registered in Direct Debit Service.
2. The Customers should have sufficient amount in their bank account on a monthly basis to ensure that the payment deduction is successful and to avoid the cancellation of Bill Smoothing service.

• What are the service requirements?

1. IBAN number
2. Valid Emirates ID
3. AADC Account number

• What if my consumption is more than the fixed bill amount?

Final settlement of any amount (under or over) for the customer is calculated either at the end of the expiration of Bill Smoothing agreed period, or in case the agreement is ended for any other reason.

• When the agreement is ended?

Based on the Customer request (Ex. Closing account, agreement-ending request).
Payment failure from the customer side (Ex. insufficient fund, bank related reasons).

• Will the service be disconnected if the unpaid amounts accumulate?

Yes, water/electricity supply will be disconnected as per AADC applicable Disconnection Code. The customer subscription in ISTMRAR service will also be ended.