guidetocustomerserviceterminologytranslationglossary.pdf

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Customer Service Terminology

Translation Glossary

Feb 2011 ER/P04/012


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Customer Service Translation Glossary Author Document Issue Issue date Approved byLegal Services &Customer Support

ER/P04/012 1 February 2011 Gail Lewin, Head of LegalServices

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Content

CONTENT .............................................................................................................................. 1

1. FORWARD .................................................................................................................. 2

2. GLOSSARY DEVELOPMENT .................................................................................... 3

3. INTRODUCTION ......................................................................................................... 4

4. USER GUIDE .............................................................................................................. 5

5. TRANSLATION GLOSSARY OF CUSTOMER SERVICE TERMS ............................. 6


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1. Forward

1.1 The Regulation and Supervision Bureau (the Bureau ) is the independentregulator of the water, wastewater and electricity sector in the Emirate of AbuDhabi. The Bureau has the sole and exclusive authority to regulate the Sectorand has full powers to regulate all licensed operators both economically and

technically.

1.2 The Bureau has a number of key functions and duties which are set out in LawNo. (2) of 1998 concerning the regulation of the water and electricity sector in theEmirate of Abu Dhabi, which includes protecting the interests of customers in theEmirate of Abu Dhabi.

1.3 In 2009 the Bureau established a joint Customer Service Working Groupcomprised of the Bureau, Al Ain Distribution Company ( AADC ) and Abu DhabiDistribution Company ( ADDC ). The objective of the Group is to work togetherand assist the two Distribution Companies to prepare agreements and codes inorder to fulfill their important customer obligations under their respective

Distribution and Supply Licences.

1.4 Whilst developing these agreements and codes in English and translating themin to Arabic, the importance of the consistent use of customer service terms inboth languages was recognised. The Group therefore commenced an initiative in2010 to develop a Customer Service Translation Glossary of commonly usedterms.


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2. Glossary development

- Issue 1, Rev (0), issue date Feb 2011.


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3. Introduction

3.1 Purpose

3.1.1 The purpose of this Glossary is that it can be used as a reference guide fortranslators in order to promote uniform translation of commonly used terms within

the Sector (as far as possible).

3.2 Development

3.2.1 This Glossary includes terms and phrases related to customer service which areused within the water, wastewater and electricity sector in the Emirate of AbuDhabi. As the Glossary developed, we also included more general Sector andindustry related terms.

3.2.2 The terms and phrases included in this Glossary have been gathered andcompiled from relevant Sector laws, regulations, agreements, codes and othersource documents, which includes:

1- Law No (2) of 1998 concerning the regulation of the water and electricitysector in the Emirate of Abu Dhabi; as amended.

2- Law No (17) of 2005 concerning the establishment of Abu DhabiSewerage Services Company; as amended.

3- Abu Dhabi Water and Electricity Authority Glossary.

4- Bureau Website (i.e. general Sector terms).

5- AADC and ADDC documents, procedures, agreements and codes, such

as the Disconnection Code, the Supply Agreement and the GuaranteedService Standards Code and related guidance information.

3.2.3 Terms and phrases considered for inclusion in this Glossary were reviewed fortheir degree of usage, specifically in the water, wastewater and electricity sector.To ensure the translations are legally, technically and linguistically appropriate,the terms have been reviewed by the Bureau, AADC and ADDC.

3.3 Review Process

3.3.1 This Glossary is a continuing work in progress and will be updated periodically asis required.

3.3.2 If you have any comments on this Glossary please forward them to the Bureau [email protected] .
mailto:[email protected]:[email protected]:[email protected]


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4. User Guide

4.1 This Translation Glossary is not intended to be an authoritative referencedocument as it is recognised that there is rarely only one correct way to translatea word or phrase.

4.2 When using this Glossary as a reference guide please note that not all of thesector terms used in English has a standard equivalent term in Arabic. For thoseterms where there is no direct Arabic equivalent, we have sought input fromsector expertise and researched other source reference documents. The Englishterm has then been translated into one or more Arabic words which convey anappropriate equivalent meaning.

4.3 A user of this Glossary must take into consideration that the translation is not aliteral translation and therefore the Glossary should not be used as dictionary.

4.4 Where more than one translation is considered to be appropriate (and widelyaccepted) all possible translations are included. The user should therefore decide

which translation best suits his or her intended use.


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5. Translation Glossary of Customer ServiceTerms

English Terms Arabic Translation

Abu Dhabi Area

Abu Dhabi Company for Servicing RemoteAreas / RASCO

/

Abu Dhabi Distribution Company / ADDC

Abu Dhabi Future Energy Company / ADFEC(MASDAR)

/

Abu Dhabi Gas Industries Company Ltd. /GASCO

/

Abu Dhabi National Energy Company / TAQA /

Abu Dhabi Power Corporation / ADPC

Abu Dhabi Power Station / ADPS

Abu Dhabi Sewerage Services Company /ADSSC

Abu Dhabi Transmission and DespatchCompany / TRANSCO

/

Abu Dhabi Water and Electricity Authority /ADWEA / The Authority

/

Abu Dhabi Water and Electricity Company /ADWEC

access to premises

account

account clearance processes

actual meter reading


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addendum

affiliate companies

agreement

Al Ain Distribution Company / AADC

Al Ain Power Station / AAPS

Al Ain Region

Al Mirfa Power Company / AMPC

Al Wathba Company for Central Services / AlWathba Services

/

alteration

Amiri Decree

ampere

ancillary services

annual reports

appliances

applicant

applicationapproval /

arbitration

arbitrator

article /

articles of association

assessment rules

assets / /

authorised disconnection personnel

authority

award


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Bainounah Power Company / BPC

Baniyas Power Station

barrel per day

bid /

bid bond /security

bill

bill date

bill mistake

board of directors / board of management

breach /

breach of regulations

British Thermal Unit ( BTU )

budget

bulk supply tariff

by-pass sales

capacity /

capacity outage probability table

capacity to act

capital

carelessness

cash shares

CC&B System

central despatch

Central Region

central services

Central Workshop Company


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centre for the disabled

chairman

charges

circular

claim

clearance certificate

closing date

code

code of practice

code of practice for disconnection

combined electricity generation and waterdesalination activity

commercial operation date

commercial register

competent authority

complaint

complaint handling procedures

completed application

compliance /

compliance procedures

conditions /

conduct a regulated activity

connection /

connection agreement

connection point

consent

conservation


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consistency

constitution / /

consultation

consultation paper

consumer

consumption

contract

contract award

contract year

contracted private provider

contravention of a licence condition

control / /

cost

cost-reflective tariff

court order / decision /

criminal offense

criteria

critical customer address

critical customer application

critical customers list

cross subsidy

customer

customer obligations

damage

demand

demand side management


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denial of access to meter

Department of Municipalities and Agriculture

derogation /

desalination

despatch

despatch centre

directions

disability

disabled persons

disconnection for reasons other than non-

payment

disconnection notice

disconnection of service

disconnection of supply for non-payment

disconnection to avoid danger or damage

discrimination

disputedispute resolution

distribution

distribution code

distribution companies

distribution systems

Dolphin Energy Limited (DEL)

domestic consumers

Dubai Electricity & Water Authority / DEWA

due date

earthing of electrical installations


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ease of access

economic purchase

economical and efficient distribution andsupply

efficient use

elderly persons

electrical appliances

electrical phase /

electricity

electricity voltage /

electricity and water loss

electricity and water supply agreement

electricity distribution

electricity generation /

electricity generation capacity

electricity output / /

electricity supply / /

electricity transmission

electricity transmission systems

eligible consumer

email address

emergency centre

emergency services

emergency streetworks

Emirates CMS Power Company / ECPC

Emirates national grid project


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Emirates SembCorp Water & PowerCompany / ESWPC/ ESC

enforcement matter

enforcement of licences

entity /

environmental standards

equipment /

essential information

establishment /

estimated electricity consumption

evaluation criteria

event beyond control /

Executive Council

exemption

expected energy not served

failure of supply

failure to provide essential information

false information

faulty meter

Federal Electricity & Water Authority / FEWA

fees

final order

financial position / /

financial year

fittings / /

fixed O&M charge

forced outage


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foundation statement

frequency

fuel

functions

funds /

general algebraic modelling system

general assembly

general policy

general public

generating availability data system

generation /

generation and desalination companies

genuine dispute

genuine enquiry

giga watt hour

Government of Abu Dhabi

Government shareholding

government subsidy

governmental agencies

guaranteed service standards

Gulf Cooperation Council

Gulf Total Tractebel Power Company /GTTPC

health and safety reasons

health and safety regulations / guidance /

human consumption

illegal electrical works


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illegality /

implementation /

income

inconsistent

independent regulator

independent water & power producer / IWPP

independent water and power producersprojects

individual

information

installations

internal regulations

interruption

investigation

invitation to tender /

joint stock companies

kilo watt hour

laboratories

landlord

lease

legal capacity to act

liabilities /

liability for breaches

licence

licence condition

licensed distribution operator

licensed electrical contractor


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licensed production operator

licensee

life support customer

life support person

limited liability company

load despatch centre

loads management

location address

loss /

Madinet Zayed Power Station

main branch

mains pipeline

maintenance

meeting

mega volt ampere

mega watt

memorandum of association

merge

meter

meter readings

metering

methodology /

million imperial gallons per day / MIGD

minimum restrictions

modern equivalent asset

modification


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monetary penalty

mutual agreement

natural gas

net present value

new connections

nominal value

non-paying customer

non-residential customer / non-domesticcustomer

normal business hours

notice

objections

objectives

obligation breach

obligations / /

offence /

operating codes

operation and maintenance / O&M

operator

order /

organisation / /

outage

output /

outstanding amount

overdue amount

overhead line

owner


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ownership

part load

payment

payment arrangement default

payment arrangements

payment difficulties

penalty

penalty payment

performance

performance bond

performance ratio

performance standards

permission

permit /

person

personal injuries

phase / /

piped network system /

pipeline

planned maintenance

plant /

post award meeting

potable water

power / /

power & desalination plants / station

power and water purchase agreement PWPA


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power conservation

power outage

power outage probability table

power purchase agreement

power station /

power to water ratio

pre-bid meeting

preliminary order

premises

price /

privately funded water and electricityprojects

Privatisation Committee

Privatisation Directorate

procedures

process

procurementproduction capacity

production facilities /

products

project

project commercial operation date

promoting / promotion / / /

properties

proposal /

prospective licensed operators

protection devices


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provide

provider /

public health

public interest

public joint stock company

public offering

public organisation /

public register

public security

public utilities

Public Works Department

pumping stations

purchase

qualified person

quality standards

rate of consumption

reasonable degree of assurance

reasonable demand /

reasonable time

reconnection

reconnection charge

recycled water

register

registration

regulated activity

Regulation and Supervision Bureau / TheBureau / RSB

/


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regulations

regulatory dispute /

relevant law

reminder notice

remuneration

rent committee

repair

representations /

request for proposal /

requirements

re-registration

residential customer / domestic customer /

resource /

response / reply

responsibility

restriction on disconnection

restructuring

reverse osmosis

revocation

right to recover damage

road tanker

safety

safety standards

samples

sea water reverse osmosis desalination

sector


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securities

security / insurance / guarantee / /

security deposit

security interests

security of supply

self supply /

sensitive supply customer

separate accounts

separate legal personality

service connection -

service disconnection

services

settlement & planning system

seven year statement

sewage

sewage treatment plant

sewerage

sewerage and treatment pumping units andnetworks

sewerage and wastewater disposal

sewerage and wastewater treatment andprocessing

sewerage collection from premises

sewerage disposal

sewerage fittings

sewerage networks

sewerage recycling


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sewerage services

sewerage services operation codes andsystems

sewerage services users

sewerage services utilities and facilities

sewerage treatment

share capital

share of the total market

shares

Sharjah Electricity & Water Authority / SEWA

Shuweihat CMS International PowerCompany

sole and exclusive authority

special needs persons

standard / /

standard cubic feet

station

streetworks

sub-paragraph

subsidiaries

substance

successor entity

supply / /

supply account

supply address

supply equipment

supply for medical reasons


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supply interruption

supply quality

system charge of transmission use

system for settlement of due payments

system marginal price

tariff

tasks

Taweelah Asia Power Company / TAPCO

technical and managerial competence

tender

tendering period

term of a licence

term of the agreement

termination of an agreement

terms and conditions

terms for connection

terms of supply

third party assets

toll-free number

transfer scheme

transmission

transmission code

trunk mains pipeline

Umm Al Nar Power Company

Union Water & Electricity Company

unlicensed operator


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unplanned interruption

up-to-date

vacancy of the supply address

variable O&M charge

volt

voltage

voltage and frequency fluctuations

waiver

warrantee

waste /

wastewater

wastewater collection

wastewater services

wastewater treatment

water /

water and electricity demand

Water and Electricity Department / WED

water bulk supply

water bulk supply by an unlicensed operatorto the connection grid of a licensedtransmission operator

water continued availability

water desalination

water desalination capacity

water distribution

water distribution by mains pipeline

water output /


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Customer Service Translation Glossary

water over-consumption

water quality

water sources

water storage

water storage capacity

water supply /

water supply to premises

water tankers

water transmission by trunk mains pipeline

water transportation

water waste

Western Region

working day

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