Frequently Asked Questions

To help us resolve your query as quickly as possible, have your account number ready (found on your bill or in the portal), your registered email address or mobile number, the unit number and building name, and any relevant reference numbers (invoice number, ticket number, payment reference). For payment queries, have your payment receipt or transaction confirmation to hand.

Our AI Chat and automated phone line are available 24 hours a day, 7 days a week. Our customer service team is available Sunday to Thursday, 8:00 AM to 5:00 PM UAE time. For urgent issues outside of working hours — such as a complete cooling stoppage — use AI Chat or WhatsApp and our automated system will triage your request and arrange a callback if required.

The fastest way to get help is via AI Chat at www.logicutilities.com — available 24 hours a day, 7 days a week. You can also reach us via WhatsApp on +971 588 858 972. For formal enquiries, email enquiry@logicutilities.com. Our automated 600 number is available for self-service queries and callback requests. For the fastest resolution, use AI Chat or WhatsApp first.

Under RSB regulations, you have the right to receive a bill within the first two weeks of each month, to have your cooling restored within 24 hours of payment confirmation, to receive a formal response to any complaint within 2 business days, to have your security deposit refunded within 5 working days of your account being cleared, and to escalate unresolved complaints to the RSB. Mi Utilities is regulated by the Regulatory Services Bureau (RSB) under Executive Council Resolution 6 of 2021.

If you have submitted a formal complaint to Mi Utilities and are not satisfied with the outcome, you have the right to escalate to the Regulatory Services Bureau (RSB). Before escalating, you must have completed Mi Utilities' internal complaints process. To escalate, visit the RSB complaints portal at www.rsbdubai.gov.ae under Consumer Protection and submit your complaint with your Mi Utilities complaint reference number. You can also contact RSB directly through their official channels.

Our target is to resolve all complaints within 2 business days at Level 1. Complex cases that escalate to Level 2 (our CS Escalation team) are resolved within 5 business days. Cases that reach Level 3 (GM review) are resolved within 10 business days. RSB-related complaints are handled under specific regulatory timelines governed by RSB RD02. You will be kept updated throughout the process.

You will receive an automated acknowledgement within 2 hours of submitting your complaint. Our team will investigate and provide a formal written response within 2 business days. You can track the status of your complaint in the portal under Request → Support Tickets at any time. If the issue is not resolved to your satisfaction at Level 1, it escalates to our CS Escalation team (Level 2) and then to the GM (Level 3) if needed.

Log in to the Mi Utilities portal at www.logicutilities.com, go to Request → Support Tickets → New Request, and select Complaint as the subject. Describe your issue clearly and include any relevant reference numbers. You will receive an acknowledgement within 2 hours and a formal response within 2 business days. If you are not satisfied with the response, you can escalate your complaint to the GM by emailing enquiry@logicutilities.com marked for the attention of the General Manager.

Once your payment is confirmed on our system, your cooling will be restored automatically within 24 hours — no need to call or raise a request. You will receive a confirmation notification when the reconnection is completed. If your cooling has not been restored within 24 hours of your payment being confirmed, contact us immediately via AI Chat at www.logicutilities.com or WhatsApp.

Pay your bill by the due date shown on your invoice. Set up auto-payment in the portal under Payments → Auto Pay to ensure you never miss a payment. Keep your contact details up to date so you receive payment reminders. If you are unable to pay the full amount before the disconnection date, contact us as soon as possible via AI Chat or WhatsApp — do not wait for the disconnection to happen.