Etihad Water and Electricity (EtihadWE) understands the increasing importance of social media in fostering closer ties between the government and the public, leading to higher satisfaction rates and the transformation of our customers into active participants.

In line with this approach, EtihadWE has established a presence on social media platforms (Facebook, Twitter, Instagram, and YouTube) to facilitate direct and ongoing communication with its customers.

This initiative adheres to the overarching principles outlined in the guide manual on the Use of Social Media Platforms in the UAE Government, issued by the Telecommunications Regulatory Authority (TRA).

• News and updates: News about EtihadWE's activities, events, and initiatives are presented concisely and straightforwardly.
• Posting schedule: Posts may be made at any time as required.
• Responding to inquiries: EtihadWE aims to respond to inquiries on its social media pages promptly, within official working hours. These are from 7am to 3pm from Monday to Thursday, and from 7am to 11:30am on Fridays (excluding Saturdays and Sundays). In some cases, responses may be delayed until the necessary information is obtained from the relevant authority.
• Public awareness: EtihadWE uses its social media pages to raise public awareness about rational consumption practices, safety measures, and sustainable development goals.

The official social networking pages of EtihadWE is managed as follows:

• Publish the news of the activities of EtihadWE and its events and initiatives briefly and simply.
• Publishing may take place at any time daily as needed.
• EtihadWE shall be responsible for responding to the inquiries on the pages within the limits of its competence as soon as possible, during the official working hours from 7 am to 3 pm from Monday to Thursday and from 7 am to 11.30 am on Fridays (except Saturdays and Sundays), and in some cases may require postponing the response until the required information is obtained from the respective authority.
• EtihadWE has the right to use its social networking pages in public awareness and to establish a culture of rationalization of consumption or safety practices, and to strengthen its plans to achieve sustainable development and dissemination of knowledge.

These guidelines ensure that EtihadWE's social media presence is informative, timely, and aligned with our strategic objectives.

We are committed to providing you with the highest level of service via our social media channels. This includes treating you with respect, and friendliness, and giving you our full attention. We aim to respond to your inquiries as promptly as possible, ensuring that the information we provide is accurate and relevant. Your comments and suggestions are always welcome on our pages.

In return, we hope to find mutual respect and appreciation for our employees' efforts. We expect all interactions to adhere to laws and public morals, avoiding any comments that breach security or discriminate against individuals. Please refrain from posting comments or information that violates intellectual property rights or contains advertisements or promotional material. Etihad Water and Electricity reserves the right to remove any offensive or inappropriate postings or participation and may block individuals in such cases.