FREQUENTLY ASKED QUESTIONS
REGISTRATION PROCESS
How can I register as a Tasleem customer?
You can apply through Tasleem’s online portal by selecting the cooling services connection.
- Enter your unit details
- Input your personal details and agree to the Cooling Service Agreement
- Upload copy of valid Emirates ID or passport
- Upload copy of the tenancy contract/ownership agreement
- Pay the security deposit and registration fees
- For reconnection after hours during weekdays, weekends and public holidays, a premium fee will be applied – please refer to the charges page
What documents are required to register a company?
You can apply through Tasleem’s online portal by selecting the cooling services connection.
- Input the required details and agree to the Cooling Service Agreement
- Copy of the company’s Trade Licence
- Copy of valid Emirates ID or passport of the authorised person
- Power of attorney
- Copy of the tenancy contract/ownership
- VAT certificate
- Security deposit.
- For reconnection after hours during weekdays, weekends and public holidays, a premium fee will be applied – please refer to the charges page
How much do the registration fee and security deposit cost?
Please refer to our charges section in this website, or Tariff section in your Tasleem account.
PAYMENT
What are Tasleem’s payment methods?
Payments can be made using Tasleem’s mobile app, Autopay, Samsung Pay, Quick Pay or Tasleem’s self-service portal.
How to make a payment online or by using the mobile app
You can use Quick Pay, which is available on Tasleem website or, if you have an active account with Tasleem, you can make payments using Tasleem app and Tasleem’s self-service portal via our homepage. Download the Tasleem app to access your account.
How can I check my balance?
You can check your balance in several ways: by reviewing your monthly bill, logging into the Tasleem mobile app, or accessing your account through our online portal.
When will my payment reflect on my account?
We also encourage our customers to use online payment methods, as they ensure faster and on-time allocation of payments. If you paid with electronic bank transfer, please send your receipt to Tasleem so we can allocate the payment accordingly.
Can I request a statement of my account?
Yes. All your invoices and financial transactions are available on Tasleem’s online portal and mobile app.
What is the New Premises Establishment Charge for?
When adding a new premises to our system, we create a unique identifier linking the premises, its size and the meter, to enable individual billing.
Who pays the New Premises Establishment Charge?
The establishment charge is payable by the first private owner who is not a master developer or an affiliate.
What is a Consumer Price Index (CPI)?
A CPI is a measure of the average change, over time, in the prices paid by households for a fixed number of goods and services.
Does Tasleem apply CPI to its tariff?
Tasleem may apply CPI on fees and charges and will inform you of the changes. The CPI index is provided by the Statistic Centre Abu Dhabi (SCAD) and published on its website: https://www.scad.gov.ae.
INVOICE
What is the invoice breakdown?
The invoice includes consumption and/or capacity charges, with any transaction fees listed separately.
What is Consumption?
Cooling services used by the household.
What are capacity service charges and how are they calculated?
A capacity service charge is the cost allocated to providing cooling to your premises. This is a fixed cost, the calculation of which is based on the size of your premises. It will appear on your invoice, issued either monthly or annually depending on your billing cycle.
What is the overdue amount?
Any unpaid balance that is past the due date.
How do I request a copy of my invoice?
All invoices are available on the Tasleem mobile app and Tasleem’s online portal.
I am an owner and the property is vacant – why am I still receiving invoices and reminders?
Tasleem’s move-out policy requires a No Objection Certificate (NOC) from the vacating party. If the tenant has moved out and the unit is vacant, bills will be automatically transferred to the owner’s account until it’s leased again.
Why are both owner and tenant required to pay the security deposit?
A security deposit is required for all new and existing accounts. The security deposit safeguards Tasleem’s rights in the event that a customer vacates the premises without settling their outstanding charges.
I received an estimation invoice – how is this calculated?
Tasleem calculates estimated bills based on the average usage of similar-sized units. If you are receiving estimated invoices, our team will contact you to arrange a meter inspection. Alternatively, you can reach out to us directly to schedule an appointment. Kindly note that in some projects Tasleem is not responsible for meter replacement.
SUSPENSION AND RE-CONNECTION
Why might cooling services be suspended?
Paying on time will prevent the suspension of cooling services – suspensions occur when overdue bills remain unpaid.
What is required for re-connection of cooling services?
For registered customers, payment of the overdue amount and service reconnection fees will be required. In case the meter was inaccessible, and an external suspension was required, an additional fee of AED 7,000 will be applicable.
Service reconnection will be completed on the same day during business hours, or the following business day if your payment is received after business hours.
If you require reconnection outside of working hours, during weekends or public holidays, a premium service fee charge will be applicable (Applicable for Abu Dhabi customers only) – please refer to the charges section on this website.
Customers not already registered must do so by providing:
- The Tasleem Cooling Services Agreement, duly completed and signed
- A copy of valid Emirates ID or passport
- A copy of the tenancy contract/ownership agreement
- Security deposit and registration fees
MOVE OUT PROCESS
What is the moving out process?
You can apply through Tasleem’s online portal or mobile app by submitting:
For tenants:
- Water and electricity (TAQA or DEWA) clearance, or NOC from the owner
- Pay your final invoice
For owners:
- Water and electricity (TAQA or DEWA) clearance
- Pay all overdue amounts and your final invoice
- Registration of the new owner
What is the Tasleem clearance process?
Customers must ensure all outstanding amounts are settled after the final bill has been generated. A formal clearance certificate will be available immediately for customers following settlement.
When will my security deposit be refunded?
Security deposit refunds are processed within ten working days.
Can I transfer my security deposit from an old Tasleem account to a new one?
This service is not available.
Can I authorise someone else to collect my refund on my behalf?
Yes. When closing your account, add the bank account details of the person you would like to receive your refund.
Can I transfer my security deposit from an old account to a new one under Tasleem billings?
Both units should be under Tasleem billing to get it transferred from one account to another.
Can I authorize someone else to collect my refund on my behalf?
Yes, when closing your account add the bank account of the person you would like to receive your refund.
