Frequently Asked Questions

OrionTEK is a division of OrionTEK 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 are split into two components, known as CAPACITY CHARGE and CONSUMPTION CHARGE.

The rate per KWH is set by the District Cooling Provider, PAL FIRST COOLING LLC. 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.

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, which is AED 988.10 (2019). 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.

The Capacity charge is necessary in order to ensure the district plant can actively sustain the requirements of all communities it accommodates. This is separate to the Community Service Charge, which is each property owner’s contribution towards the maintenance of common areas and other associated infrastructure within the common areas of your property. Cooling service agreements are entered into by the Master Developer and it is usually assigned as an obligation through the Master Community Declaration/SPA when purchasing the unit or property. Property owners are responsible to ensure payments of all utilities being supplied to the property, including Chilled Water.

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.

CONSUMPTION CHARGE is based on the district cooling usage of the 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.

Example: If your unit used 1,000 KWH during the billing period, and your rate was AED 0.10/RT, then your Consumption charge calculation would be: 1,000 KWH * 0.28433 (Conversion from KWH to RT) = 284.33 RT then 284.33 RT * AED 0.10 = AED 28.43

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.

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.

This is a one-time charge of AED 200 (VAT exclusive) payable by the owner/tenant at the time of registration with OrionTEK.

During the period the BTU Meter is out of commission, the Service Provider shall make an estimate of the Chilled Water Consumption used during the period and calculate charges based on other methods, such as the Net Floor Area of your unit.

In the event of service disconnection due to non-payment of bills, a Reconnection Fee of AED 500 (VAT exclusive) 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 of AED 500 (VAT exclusive) 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.

Please refer to the 2nd page of your invoice to see the actual charge(s).

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.

If you need your unit to be serviced, please call 800-839.

Consumption charges are calculated based on the actual meter readings of your unit.

Please call your building facility management provider at 800-839 if you have problems with your meter.

Your monthly Consumption bills will be revised for the period the meter was found to be faulty as determined by the building facility management provider. You will be provided with an estimate by the DCP for the Consumption used and the customer shall be liable for paying such estimates.

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.

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.

Please coordinate with your Landlord or Property Agent in this regard. Please note that there is a reconnection fee of AED 500 (VAT exclusive) upon reconnecting the service.

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.

Please see the below payment options, which are also indicated on the 2nd page of your invoice.

1. Online Portal

You can access your online account and pay using Visa or MasterCard credit/debit card through the following link: https://three60communities.ae

2. KIOSK Payment Machine

KIOSK payment machines are located in prime locations across the UAE and you can pay using cash or credit/debit card. Locate the nearest KIOSK by visiting https://three60.ae/kiosk-locations/, or refer to the below community locations.
         Marina Square locations:

• • Paragon Mall
  • Tamouh Tower – Building 12
  • One Marina Square - Building 10
  • Al Dhurrah Tower - Building 11
  • Tala Tower - Building 2

          City of Lights locations:

• • Building C5, Hydra Avenue, PD Level (beside GYM)
  • Marina Bay 1, Lobby
  • Omega Tower, C10a, Security

3. Bank Transfer (AED only) (please reference your building & unit number)

• • Account Name: PAL FIRST COOLING LLC
  • Bank Name: First Abu Dhabi Bank PJSC
  • Branch: Khalifa Business Park
  • Account Number: 7771001860543032
  • Swift Code: NBADAEAA
  • IBAN: AE520357771001860543032

Please ensure to send a copy of the receipt/payment confirmation to mail to: wecare@orionteki.com with clear identification of the building name, unit number, customer number, contact name and phone number in order for us to identify and correctly allocate the payment to your account.

4. Cheque Payment

• • Please make Cheque payable to PAL FIRST COOLING LLC
  • Cheque payments must be made in UAE Dirhams (AED).
  • Bank charges on returned or dishonored Cheques will be charged at AED 50 for each Cheque.
  • Unit Number and Invoice Number must be written on the reverse side of the Cheque to avoid delays in crediting your account.
  • Deposit your Cheque to any of the below Community office locations set out above.

5. QuickPay

You can now access and view your online account and pay using QuickPay by credit / debit MasterCard or Visa. Simply click on the link or image below to bring you directly to QuickPay. All you need is your email ID, or your phone or account number.
An automatic receipt will be sent directly to your registered email address without the need for you to send us the confirmation of your payment and/or travel to a Community office, Kiosk Machine or Bank with cash or cheques.

Your User ID and Password are sent to the email address provided at the time of registration. Please check your inbox or spam/junk folder. If you did not receive them, please go to the Sign In page, (https://three60communities.ae) click Forgot Password and enter your email address. A new Password will be sent to your registered email address.

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.

Payment limit per transaction is Minimum: AED 1.00 and Maximum: AED 50,000.00. If your outstanding is more than AED 50,000.00, you can make multiple transactions to clear the outstanding amount.

1. The Tower Name will be default for a single unit. For multiple units, select from the dropdown menu on the left side of the page the Tower Name you wish to make a payment for.

2. Under Utility Charges, Click the payment icon  beside the outstanding amount. It will direct you to the page where you can enter the amount you wish to pay.

3. Enter Amount to Pay and click Proceed for Payment. Click OK as it asks you “Are you sure you want to proceed for payment?”.

4. You will be directed to the Payment Details and Payment Method. Enter the required credit/debit card information, and click PAY.

5. An Acknowledgement of your Payment will initially show – this is not your receipt. Your official receipt will be issued and sent to your registered email address once your payment is verified. Your payment gets automatically credited to your Chilled Water account.

Did you know – that if you Pay Online (https://three60communities.ae), this is not required? If you choose to pay via Fund Transfer or Deposit, 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.

1. For payments made using the KIOSK payment machine:
2. • Please refer to the receipt issued by the KIOSK machine. If the KIOSK receipt says “Unsuccessful” on the bottom section, please contact the KIOSK provider MBME directly on 600-548-286 or email a copy of your receipt to care@mbmepay.ae to verify the payment.

• • If you did not receive a receipt from the KIOSK but your payment has been debited from your bank account, please contact the KIOSK provider MBME directly on 600-548-286 or email care@mbmepay.ae with details of the payment made.

2. 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.

Yes, reminders are sent both to your registered email address and via SMS.

In order to get your service reconnected, you need to pay the full outstanding dues and the Reconnection Fee of AED 500 (VAT exclusive).

Chilled Water invoices are issued for and on behalf of the District Cooling Provider (DCP), PAL FIRST COOLING LLC. Hence, payments should be made to their respective bank account.

1. Visit the Community Management office to fill out necessary registration forms, including the District Cooling Metering Services End User Agreement. Your account shall then be created. Please ensure that your Customer ID has been written down by one of the Community representatives on the bottom part of your End User Agreement. You will be asked to proceed to the OrionTEK Customer Kiosk, located at the Ground Floor of Paragon Mall (beside Carrefour) to complete the registration process.
2. At the OrionTEK Customer Kiosk, present your (1) signed District Cooling Metering Services End User Agreement, (2) a copy of your Tenancy Contract and (3) a Valid ID.
3. The representative will link your Customer ID to your specific Building and Unit Number, with Move-in Date as per the Tenancy Contract. Once done, you will be asked to pay the Refundable Security Deposit as applicable.
   • AED 2000 for Studio
   • AED 2000 for 1 BR
   • AED 3000 for 2 BR
   • AED 4000 for 3 BR
   • AED 7000 for 4 BR/ Villa / Townhouse
   • AED 10000 for Retail & Office
4. Your Security Deposit Receipt shall be provided, together with the Permission to Move-in form with Energy stamp, which you will present to the Security of the building to allow move-in.

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 15 working days from the move-out date.

This service is unavailable at the moment. We are currently working on enhancing the Online Portal to serve you better. Please visit any of the below locations who can assist you with your registration.

• Marina Square: Community Management Office in Building 11, Al Durrah Tower-Level 2
• City of Lights: Community Management Office, Building C10a, Omega Tower-Level 2

Yes. Please send a scanned copy of your renewed Tenancy to wecare@orionteki.com so we can make necessary updates on your account.

1. Visit the Community Management office to fill out necessary move-out forms, or notify marinasquare@three60.ae or col-community@three60.ae of your request for move-out. The documents related to Energy will be sent to Finance for processing.
2. Finance to issue your Final Bill to your registered email address, within 3 working days after the move-out date and/or upon receipt of the required documents to process your Final bill.
   • If your Security Deposit is sufficient to cover the Final Bill amount, Finance will issue your Final Bill, together with the Clearance or NOC (No Objection Certificate).
   • If your Security Deposit is insufficient to cover the Final Bill amount, you have to settle your outstanding balance in full, in order to obtain a Clearance or NOC.

This service is unavailable at the moment. We are currently working on enhancing the Online Portal to provide this service. Please visit any of the below locations who can assist you with your Move-out.

• Marina Square: Community Management Office in Building 11, Al Durrah Tower-Level 2
• City of Lights: Community Management Office, Building C10a, Omega Tower-Level 2

Or alternatively, send an email to marinasquare@three60.ae or col-community@three60.ae.

Your final bill will be issued to your registered email address, within 3 working days from your move-out date and/or upon receipt of the required documents to process your Final bill.

An NOC can be issued immediately upon request, provided the Security Deposit can cover the projected outstanding Consumption charges (including the Final Bill Fee of AED 100) 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.

The standard process shall be applied upon moving out and moving in to another unit. Please refer to the aforementioned step by step procedures for Chilled Water Account Closure and Registration. Refundable Security Deposit may be transferred to the new unit, provided that the previous unit has NO outstanding balance. Otherwise, you may use the deposit to pay for your outstanding bill from your previous unit and pay another Security Deposit for the new unit; remaining amount from the old deposit shall be refunded.

Your Security Deposit refund will be processed immediately after your Final Bill has been issued, and shall be available within 15 working days.

The outstanding balance when you processed the move-out may only include up to the last invoice generated for your unit. The Final Bill includes the Consumption charges up to your move-out date. This amount is deducted from your Security Deposit.

Please note that bank may impose charges for the Fund Transfers. Bank charges and any applicable taxes shall be borne by the customer.

Please contact our Call Center at 800 67466835 | International +971 2 403 6944 open 24/7 or e-mail wecare@orionteki.com

Should you have a problem related to your cooling services and maintenance, please contact your building facility management at 800-839 open 24/7 or email contactus@tafawuq.ae.

OrionTEK offices are open from 8:00 am to 17:00 pm Sunday to Thursday, except Holidays.