Frequently Asked Questions



GENERAL INFORMATION

OrionTEK Chilled Water is a division of OrionTEK Innovations aimed at delivering a corporate approach for energy management and utility bills solutions within the communities we manage and for third party clientele. At OrionTEK, we seek to reduce energy consumption by complying with the best integrated proven principles and mitigate environmental issues. We ultimately aim to be future-oriented in our focus to protect and conserve the environment. OrionTEK seeks to minimize the depletion of both local and global energy through our payback period service, which delivers savings to utility costs and provides utility meters and invoice management. We focus on servicing all aspects of real estate assets, including residential, retail, commercial and hotels.
CHILLED WATER (OR DISTRICT COOLING) is a form of air-conditioning service where thermal energy from a central cooling plant is distributed through a pipe network for use to cool multiple buildings. This eliminates the need for separate systems in individual buildings leading to cost and operational efficiencies. The District Cooling Provider (DCP) pumps Chilled Water (between 4° and 7°C) through an air handler, which captures the heat from the air, then disperses the air throughout the area cooled. Chilled Water charges have different components, known as CAPACITY CHARGE, FUEL SURCHARGE and CONSUMPTION CHARGE.
The rate per KWH is set by the District Cooling Provider. The Chilled Water supply is provided through a DCP, who is either the owner of the plant or appointed by the owner of the plant. They’re responsible for the maintenance and upkeep of the cooling plant, and the infrastructure to the point of the main connection.

CHILLED WATER CAPACITY CHARGE

CAPACITY CHARGE covers the cost of the overall infrastructure, which provides the ability to supply Chilled Water, maintenance of such infrastructure and capital replacement cost of the Chilled Water plants. It is a recurring annual charge levied by the District Cooling Provider (DCP) to bring the supply of Chilled Water to your unit. It is based on how much AC Capacity your unit has and charged at a rate determined by the DCP, per Refrigeration Tonnage (RT) per annum. The Capacity charge is fixed for each calendar year, therefore, even if the AC is switched off and not used all year, the charge is still due.
It is calculated based on the AC Refrigeration Tonnage (RT) of your unit, which is determined by an independent third-party design consultant during the design and construction phase. The RT is applied against the Chilled Water supplier rate implemented by DCP. Furthermore, the Capacity rate is subject to an annual escalation as per inflation rate provided in the UAE Consumer Price Index. In the event the RT value of your unit is unavailable, other methods of calculation are to be used, such as the Net Floor Area (NFA) of your unit.
Capacity charge invoices are to be issued solely to the Unit Owner. Cooling service agreements are entered into by the Master Developer and it is usually assigned to the property owners as an obligation through the Master Community Declaration/SPA when purchasing the unit or property.
Please note that owners who have not paid their Capacity and Consumption charges are in breach of their obligations and placing the unit and community at risk of disconnection. Failure to settle overdue amounts will result to Chilled Water services being disconnected. Reconnection Fee will be applied.
Depends on the signed agreement. It could be monthly or quarterly

CHILLED WATER CONSUMPTION CHARGE

CONSUMPTION CHARGE is based on the district cooling usage of the installed meter in your unit and charged at a rate outlined on your Consumption invoice. It is billed in arrears based on the billing cycle. Consumption is measured in kilowatt hours (KWH). This is a measurement of the amount of energy the meters used during the billing period. The KWH gets converted into Refrigeration Tonnage Hours (RTH) and that is multiplied by the rate issued by the DCP to determine your monthly bill.
In the absence of a Tenant, Consumption bills are to be issued to the Owner.
Bills will be issued on a monthly basis to your registered email address. The due date of your bill will be outlined on your invoice.

OTHER CHARGES

The schedule of fees will be indicated in the End User Agreement
This is a one-time charge payable by the owner and tenant at the time of registration with OrionTEK.
Meter Administration Fee is the administrative charge per month, as applicable, to cover the cost of reading, validation, billing of the meter installed at the unit, as well as the collection of payments and providing Customer Service support.
In the event of service disconnection due to non-payment of bills, a Reconnection Fee shall be charged. Reconnection shall be performed only on clearance of total outstanding, including disconnection charges, as applicable. If the account holder requests for temporary disconnection, the same shall be performed at a charge per instance. Request for disconnection shall be processed only on the settlement of total outstanding charges (if any). However, Capacity charges will continue to be billed irrespective of the Chilled Water being disconnected.

OTHER INFORMATION

To conserve energy, you can control your consumption by:
  • setting your thermostat to 24°C and/or on “automatic” so your unit only cools when required;
  • reducing cooling losses through your windows and doors; and
  • keeping the filters clean and doing regular annual AC maintenance.
Consumption charges are calculated based on the actual meter readings of your unit. We recommend reaching us for meter inspection.
Your bill will be estimated until the meter is replaced. The customer shall be liable for paying such estimates.
The estimates is based on the same month from the prior year. If not availale, the estimates is based on the average per NFA.
OrionTEK responsibility, on behalf of the District Cooling Provider, is strictly limited to the provision of Metering Services. In particular, we shall not be responsible for any kind of Cooling Services and/or the actual provision of utilities. As the Owner/Landlord bought the units, it is their sole responsibility to ensure that any required maintenance inside the unit, including the AC, is completed, and hence shall hold accountable for any issues arising therein. Thus, the bills shall remain as they are if the meter is found to be working properly. Please coordinate with your Owner/Landlord for any issues relating to the actual AC units.
Please contact the Facility Management or Property Management.
Consumption charges are calculated based on the actual meter readings of your unit. Outside temperature is one of the major factors that affects the AC consumption as it requires more cooled energy to cool the unit
Please be informed that you will still be billed monthly as the billing methodology as per the contract is to bill all meters installed

ACCOUNT INFORMATION

In order to update your registered email address, please email wecare@orionteki.com with your details to be updated along with your building name and unit number.
Using Quickpay
Yes, reminders are sent both to your registered email address and via SMS.
Please email wecare@orionteki.com with the screenshot of the error and a confirmation of your email address. This error might be due to a different email address registered on the system or your account has yet to be registered.
In order to get your service reconnected, you need to pay the full outstanding dues and the Reconnection Fee.

PAYMENT INFORMATION

Using Quickpay. Alternatively, you can pay via bank transfer indicated on the right side of the invoice.
We require this information, along with your customer details, in order to correctly allocate your payment to your chilled water account. Most importantly, this is to avoid delays in posting your payment.
For payments made using Bank Transfer or Cash/Cheque Deposit, please send a copy of the receipt/payment confirmation to wecare@orionteki.comwith details of your building name, unit number, customer number, contact name and phone number in order for us to investigate. Once your payment has been identified, we will allocate the payment to your account. Please note that any payment received after the invoice was issued will only be reflected on the next bill.
If you overpaid your bill, this amount will remain as a credit on your account and is automatically adjusted by the system against the new monthly invoice.

MOVE IN & REGISTRATION

Please use the link: https://customer.propezy.com/ and upload all required documents such as Tenancy Contract/Title Deed, Passport or Emirates ID.
Each customer shall pay an initial refundable security deposit at the time of registration. The security deposit is to cover any unpaid account when you leave the unit. If there are no amounts owed upon move-out, the deposit shall be refunded to the Customer in full within 30 working days from issuance of NOC.
1000 AED
It is a one time fee upon opening an account.
The fee is indicated in the End User Agreement. The registration fee is usually invoiced along with the first bill.
Minimum of 3 days or as soon as you have the above documents required.
Contact Oriontek wecare@orionteki.com or call our 24/7 Call Centre: 80067466835

MOVE OUT, FINAL BILL & RESALE

For tenants, we require Account Colusre Form, this form can be obtained by emailing us wecare@orionteki.com.
For owners, we require Assignment of Charges, this form can be obtained by emailing us wecare@orionteki.com
  • For tenants, minimum of 7 days prior to the move out date.
  • For owners, 20 days prior to the resale date.
Within two working days upon receiving the account closure form.
An NOC can be issued immediately upon request, provided the Security Deposit can cover the projected outstanding Consumption charges (including the Final Bill Fee) until the move-out date. If you do not have a Security Deposit, please settle your outstanding balance in full in order to provide you with an NOC.
Through your registered email address.
The process is the same although we can transfer the deposit internally if it is paid

SECURITY DEPOSIT REFUND

To the bank indicated in the form mentioned above.
Please note that bank may impose charges for the Fund Transfers. Bank charges and any applicable taxes shall be borne by the customer.
Within 30 days

ORIONTEK INFORMATION

Please contact our Call Center at 800 67466835 | International +971 2 403 6944 open 24/7 or e-mail wecare@orionteki.com
8:30AM - 5:30PM from Mondays to Fridays


GENERAL INFORMATION

OrionTEK Chilled Water is a division of OrionTEK Innovations aimed at delivering a corporate approach for energy management and utility bills solutions within the communities we manage and for third party clientele. At OrionTEK, we seek to reduce energy consumption by complying with the best integrated proven principles and mitigate environmental issues. We ultimately aim to be future-oriented in our focus to protect and conserve the environment. OrionTEK seeks to minimize the depletion of both local and global energy through our payback period service, which delivers savings to utility costs and provides utility meters and invoice management. We focus on servicing all aspects of real estate assets, including residential, retail, commercial and hotels.
CHILLED WATER (OR DISTRICT COOLING) is a form of air-conditioning service where thermal energy from a central cooling plant is distributed through a pipe network for use to cool multiple buildings. This eliminates the need for separate systems in individual buildings leading to cost and operational efficiencies. The District Cooling Provider (DCP) pumps Chilled Water (between 4° and 7°C) through an air handler, which captures the heat from the air, then disperses the air throughout the area cooled. Chilled Water charges have different components, known as CAPACITY CHARGE, FUEL SURCHARGE and CONSUMPTION CHARGE.
The rate per KWH is set by the District Cooling Provider. The Chilled Water supply is provided through a DCP, who is either the owner of the plant or appointed by the owner of the plant. They’re responsible for the maintenance and upkeep of the cooling plant, and the infrastructure to the point of the main connection.

CHILLED WATER CAPACITY CHARGE

CAPACITY CHARGE covers the cost of the overall infrastructure, which provides the ability to supply Chilled Water, maintenance of such infrastructure and capital replacement cost of the Chilled Water plants. It is a recurring annual charge levied by the District Cooling Provider (DCP) to bring the supply of Chilled Water to your unit. It is based on how much AC Capacity your unit has and charged at a rate determined by the DCP, per Refrigeration Tonnage (RT) per annum. The Capacity charge is fixed for each calendar year, therefore, even if the AC is switched off and not used all year, the charge is still due.
It is calculated based on the AC Refrigeration Tonnage (RT) of your unit, which is determined by an independent third-party design consultant during the design and construction phase. The RT is applied against the Chilled Water supplier rate implemented by DCP. Furthermore, the Capacity rate is subject to an annual escalation as per inflation rate provided in the UAE Consumer Price Index. In the event the RT value of your unit is unavailable, other methods of calculation are to be used, such as the Net Floor Area (NFA) of your unit.
Capacity Charge is billed to the occupier
Please note that owners who have not paid their Capacity and Consumption charges are in breach of their obligations and placing the unit and community at risk of disconnection. Failure to settle overdue amounts will result to Chilled Water services being disconnected. Reconnection Fee will be applied.
Depends on the signed agreement. It could be monthly or quarterly

CHILLED WATER CONSUMPTION CHARGE

CONSUMPTION CHARGE is based on the district cooling usage of the installed meter in your unit and charged at a rate outlined on your Consumption invoice. It is billed in arrears based on the billing cycle. Consumption is measured in kilowatt hours (KWH). This is a measurement of the amount of energy the meters used during the billing period. The KWH gets converted into Refrigeration Tonnage Hours (RTH) and that is multiplied by the rate issued by the DCP to determine your monthly bill.
In the absence of a Tenant, Consumption bills are to be issued to the Owner.
Bills will be issued on a monthly basis to your registered email address. The due date of your bill will be outlined on your invoice.

OTHER CHARGES

The schedule of fees will be indicated in the End User Agreement
This is a one-time charge payable by the owner and tenant at the time of registration with OrionTEK.
Meter Administration Fee is the administrative charge per month, as applicable, to cover the cost of reading, validation, billing of the meter installed at the unit, as well as the collection of payments and providing Customer Service support.
In the event of service disconnection due to non-payment of bills, a Reconnection Fee shall be charged. Reconnection shall be performed only on clearance of total outstanding, including disconnection charges, as applicable. If the account holder requests for temporary disconnection, the same shall be performed at a charge per instance. Request for disconnection shall be processed only on the settlement of total outstanding charges (if any). However, Capacity charges will continue to be billed irrespective of the Chilled Water being disconnected.

OTHER INFORMATION

To conserve energy, you can control your consumption by:
  • setting your thermostat to 24°C and/or on “automatic” so your unit only cools when required;
  • reducing cooling losses through your windows and doors; and
  • keeping the filters clean and doing regular annual AC maintenance.
Consumption charges are calculated based on the actual meter readings of your unit. We recommend reaching us for meter inspection.
Your bill will be estimated until the meter is replaced. The customer shall be liable for paying such estimates.
The estimates is based on the same month from the prior year. If not availale, the estimates is based on the average per NFA.
OrionTEK responsibility, on behalf of the District Cooling Provider, is strictly limited to the provision of Metering Services. In particular, we shall not be responsible for any kind of Cooling Services and/or the actual provision of utilities. As the Owner/Landlord bought the units, it is their sole responsibility to ensure that any required maintenance inside the unit, including the AC, is completed, and hence shall hold accountable for any issues arising therein. Thus, the bills shall remain as they are if the meter is found to be working properly. Please coordinate with your Owner/Landlord for any issues relating to the actual AC units.
Please contact the Facility Management or Property Management.
Consumption charges are calculated based on the actual meter readings of your unit. Outside temperature is one of the major factors that affects the AC consumption as it requires more cooled energy to cool the unit
Please be informed that you will still be billed monthly as the billing methodology as per the contract is to bill all meters installed

ACCOUNT INFORMATION

In order to update your registered email address, please email wecare@orionteki.com with your details to be updated along with your building name and unit number.
Using Quickpay
Yes, reminders are sent both to your registered email address and via SMS.
Please email wecare@orionteki.com with the screenshot of the error and a confirmation of your email address. This error might be due to a different email address registered on the system or your account has yet to be registered.
In order to get your service reconnected, you need to pay the full outstanding dues and the Reconnection Fee.

PAYMENT INFORMATION

Using Quickpay. Alternatively, you can pay via bank transfer indicated on the right side of the invoice.
We require this information, along with your customer details, in order to correctly allocate your payment to your chilled water account. Most importantly, this is to avoid delays in posting your payment.
For payments made using Bank Transfer or Cash/Cheque Deposit, please send a copy of the receipt/payment confirmation to wecare@orionteki.comwith details of your building name, unit number, customer number, contact name and phone number in order for us to investigate. Once your payment has been identified, we will allocate the payment to your account. Please note that any payment received after the invoice was issued will only be reflected on the next bill.
If you overpaid your bill, this amount will remain as a credit on your account and is automatically adjusted by the system against the new monthly invoice.

MOVE IN & REGISTRATION

Please use the link: https://customer.propezy.com/ and upload all required documents such as Tenancy Contract/Title Deed, Passport or Emirates ID.
Each customer shall pay an initial refundable security deposit at the time of registration. The security deposit is to cover any unpaid account when you leave the unit. If there are no amounts owed upon move-out, the deposit shall be refunded to the Customer in full within 30 working days from issuance of NOC.
It is a one time fee upon opening an account.
The fee is indicated in the End User Agreement. The registration fee is usually invoiced along with the first bill.
The deposit fee is indicated in the End User Agreement
Minimum of 3 days or as soon as you have the above documents required.
Contact Oriontek wecare@orionteki.com or call our 24/7 Call Centre: 80067466835

MOVE OUT, FINAL BILL & RESALE

For tenants, we require Account Colusre Form, this form can be obtained by emailing us wecare@orionteki.com.
For owners, we require Assignment of Charges, this form can be obtained by emailing us wecare@orionteki.com
  • For tenants, minimum of 7 days prior to the move out date.
  • For owners, 20 days prior to the resale date.
Within two working days upon receiving the account closure form.
An NOC can be issued immediately upon request, provided the Security Deposit can cover the projected outstanding Consumption charges (including the Final Bill Fee) until the move-out date. If you do not have a Security Deposit, please settle your outstanding balance in full in order to provide you with an NOC.
Through your registered email address.
The process is the same although we can transfer the deposit internally if it is paid

SECURITY DEPOSIT REFUND

To the bank indicated in the form mentioned above.
Please note that bank may impose charges for the Fund Transfers. Bank charges and any applicable taxes shall be borne by the customer.
Within 5 working days.

ORIONTEK INFORMATION

Please contact our Call Center at 800 67466835 | International +971 2 403 6944 open 24/7 or e-mail wecare@orionteki.com
8:30AM - 5:30PM from Mondays to Fridays

HELP & SUPPORT

Dubai Office

The Curve, First Floor, 63 Sheikh Zayed Road Al Quoz 3 - 358, Hadaeq Mohammed Bin Rashid, Dubai, UAE

Abu Dhabi Office

M-090A, Fashion Parking Yas Mall, Yas Island, PO Box 130520, Abu Dhabi, United Arab Emirates

CUSTOMER SUPPORT

24/7 Contact Centre 800 67466835 | International
+ 971 2 403 6944
wecare@orionteki.com

CUSTOMER FAQs

Customers Frequently Asked Questions