Frequently asked questions

General

1. Why should I register with Smart Collection?

Smart Collection is a billing and collection company which is responsible on issue the bills from owners or tenant in relation to the Air Condition charges of the unit you in. We collect any dues or fees from our customers in relation to the Air Condition services. 

When you register in our dashboard you will be able to view and pay your bills, raise complain and track all your history on the unit which you own or rent. Each owner or tenant must be registered with our company and unregistered customer will be expose to disconnection of the service we are providing.
2. How should I register with Smart Collection?

If you are a new customer,

please register Online on our online portal www.smartcollection.co and follow the instructions:

  • Click “Register Now” and complete the registration form.
  • If you are the owner, please upload your title deed and passport copy.
  • If you are agent of the owner, please upload your signed power of attorney and passport copy of the agent, the passport copy of the owner and the title deed. 

If you are a tenant.

please register Online on our online portal www.smartcollection.co and follow the instructions:

  • If you are individual, please upload the tenancy contract and your passport copy.
  • If you are a company, a corporate client or retail unit please upload the trade license and a passport copy of the representative alongside with the power of attorney. 

Note:

  • Please read our terms and conditions which are available in our company website and our online portal and then accept.
  • Once you click register you will receive a message or email that your registration has been completed successfully and in case if there is missing information, we will ask you to re-register again. Once your registration is accepted you will receive email on the provided registered email alongside with the following steps.
  • We will send an email with a username and password of your account will also provide and additional instructions.
  • Please make sure you provide valid email address in order to verify your account successfully.
  • Please access to your customer dashboard which you may find our Log in details on our company website, so you have access to the Customer Dashboard.
Once you completed all registration steps your account will be fully activated within 30 working days and you may access your dashboard to view/pay your bills.
3. What documents are required for registration?

In case you are owner then we will require you to upload your title deed and passport copy.

In case if you are agent of the owner then we will require you to upload your title deed, passport copy and a signed power of attorney and passport copy from the owner to authorize you of such access.

If you are a tenant, please upload the tenancy contract and your passport copy.

If you are registering a company, a corporate client or retail unit please upload the trade license and a passport copy of the representative alongside with power of attorney.

4. Where could I view ‘’Smart Collection’’ terms and conditions?

Before opening account with Smart Collection, we will send a link to view our terms and conditions where you could sign electronically.

If you wish to view the terms and conditions post signing, then kindly access your customers dashboard then click on terms and conditions which can be found in the ‘’customers profile’’

Customer

1. How can I access my account if I am an existing customer?

For registered customers you may visit our company website: www.smartcollection.co please login after you access the yellow box (View and Pay your Bills) or you may use the hyper link which is in the top of our company website. In all cases you must have your customer login ID and password which will be sent to your registered email address or registered mobile number. 

If you have not received your login ID or password credentials kindly check your SPAM/JUNK folder in your registered email address.

2. How can I get the login details for my account?

Please contact us at +971 2 4935 100 or email us at info@smartcollection.co with your account or unit number details. We will verify your email address and send you your login and password details. You can always find your username and password on your registered email address as we always send it once you successfully registered in our portal.

3. How can I retrieve my password?

Please visit https://billing.smartcollection.co/Account/Login, and Click “forgot password” and enter your account number. The link will be sent to your registered email address. Please follow the link and create a new password. Alternatively you may contact us by phone or email.

4. How can I update my account information?

Please access your dashboard form https://billing.smartcollection.co/Account/Login you may find the link by visiting our home page on  website www.smartcollection.co, make sure you login in order to get access to your  Customer Dashboard, you can then update your account information.

5. I am an existing customer; I am moving to another unit in the same tower. What are the next steps?

You must close your existing account by requesting for a final bill. With reference to the new unit, you will need to follow the steps to register again.

If you paid security deposit, we will refund it after we clear the outstanding on the previous account and any other applicable administration fees. We recommend you ask for None objection letter from our company before proceed in deactivating your previous account in order to enable your smooth exit from the unit.

Bills/Billing

1. How will I receive my bill?

Your detail bills usually available on your customer dashboard account. However, we also send payment reminder along with basic details and breakdown of the bill on your registered email address and we will also send reminder about your upcoming bills via very basic reminder on SMS monthly.

 In all cases having correct registered email address and mobile number is vital to enable our system sending you the correct information.

2. When is the billing start?

We send the bills within the first two weeks of each month.

3. When is the due date of the bill?

Depend on the tower you in but usually the due date is between 10 – 12 days from the day we issue the bill to your end

4. When you charge late payment fees and why?

Subject that you failed to pay our full outstanding before the due date then our company will have the right to charge you late fees.

We usually charge late fees as extra charge in relation to the follow up and constant contact we make to encourage you to pay your bill and avoid disconnection. We highly recommend you to pay your bills within the first week of issue the bill to avoid any unnecessarily fees or even disconnection.

5. What are the charges on my bill? (The bill structure)

The bill consist of breakdown of the charges we put on the unit you occupied such as the consumption of the unit , capacity charge , fuel charge or any other applicable charges such as “monthly billing fees, late fees, disconnection fees , reconnection fees, activation fees , maintenance fees, final bill fees , NOC fees or any other type of applicable fees our company are in title to charge based on the terms and condition agreement you have signed with us or the tower management company.  

6. What is consumption?

The consumption means the calculation of the cooled energy you have used in the unit you occupy or own from the first day of registering until the final day of each calendar month (e.g., if your initial reading was 1,000 KWH and the last reading was 1,250 KWH) we will deduct 1,250 – 1,000 = 250 KWH) whereby this difference multiplied by the cost of energy used as charged by the cooled energy provider to your tower.

For avoidance of doubts, those calculation and numbers usually showed in your monthly bill.
7. What is capacity charge?
Capacity charge means the cost of plant operation and maintenance to provide a constant cooled energy for consumers. The calculation of the capacity charge usually is based on the unit per square feet which also in consideration also the relevant areas/equipment sizes on unit basis.

 

8. What other charges may Smart Collection add into my bill?
Depend on the Emirate you reside in and depend on the tower you live at but usually the bill consists of consumption charges and capacity charge. In special cases you may find fuel surcharge introduce to your bill as well.
9. What is security deposit?
Security deposit is amount of money you pay in advance in order to cover the risk of any unpaid bills on the unit. The security deposit is fully refundable subject to the tenant/owner fill in the refund application form and clear all of his/her outstanding dues.
10. Why do I need to pay VAT?
From January 2018, the United Arab Emirates government introduced value added tax (VAT) which is a charge on all goods and services amount of 5% of the total bill which we issued to our customers.
11. I’m tenant what do I need to be aware of?
We highly advice you read your tenancy contract carefully and our company terms and conditions before you are signing any in relation to the charges introduced to your end. In some towers, capacity charges are due on tenants where you sign a special agreement with the owner to pay all charges and fees in relation to the capacity charge or fuel surcharge.

Payments

1. How can Pay/View my bills?
log in on the website www.smartcollection.co and click “View and Pay Bills” which is in yellow colour. On the Customer Dashboard you will be able to view, pay all your bills. If you require a breakdown of the bill you may access to your bills history tab which you can find it in your customer dashboard.
2. What are the available payment options or methods?

Subject to the available payment options offered by the tower management, Smart Collection will offer number of payments options which can be found once you access your customer dashboard .

Click on “Pay Now” and you will be redirected to the payment screen, where you can choose your preferred payment method.

 

Pay online via using your Debit/Credit Card:

  • Please choose the amount you will pay and click on pay and the system will direct you automatically to our secured payment gateway where you can fill in your debit/credit card details. The payment gateway will require the name which is appear in your debit/credit card alongside with the 16-card digit and your CCV in addition to your card expiry date.
  • Once payment received you will get email confirmation on the transaction paid amount and your dashboard will automatically reflect that the payment happened.

 

Paying via “BANK TRANSFER”:

You need to do the payment directly via internet banking or mobile banking into the registered bank account which is showed in your bill. Once payment completed you will require to submit evidence of such payment in your online customer dashboard – the following steps will elaborate how to submit the receipt of the payment you done and our company will not be responsible to document the payment if you didn’t follow the following steps.

  • On your customer dashboard click on “Pay” and you will be redirected to the payment screen and click again for BANK TRANSFER.
  • In the empty box please type or enter the amount which you paid via bank transfer.
  • Please make sure you enter the “Date of Transfer” and upload the proof of payment.
  • Submit your proof of payment via clicking on the acceptance bottom.
  • Kindly note that bank transfer usually take time until one of agent check that the money has been received into our bank account and its important to have the correct amounts alongside with the transfer date in order to accelerate tracking the payment you have done.
  • Once our account team verify the payment it will reflect into your customer dashboard account and should be documented within 3 working days of submitting the correct information into our online portal
  • Service fee may will be applied.

 

Paying via “CASH/ CHEQUE DEPOSIT VIA ATM”

You need to do the payment directly via ATM into the registered bank account which is showed in your bill. Once payment completed you will require to submit evidence of such payment in your online customer dashboard – the following steps will elaborate how to submit the receipt of the payment you done and our company will not be responsible to document the payment if you didn’t follow the following steps.

  • On your customer dashboard click on “Pay” and you will be redirected to the payment screen and click again for ATM or CHEQUE PAYMENT.
  • In the empty box please type or enter the amount which you paid via ATM or cheque.
  • Please make sure you enter the “Date of payment” and upload the proof of payment.
  • Submit your proof of payment via clicking on the acceptance bottom.
  • Kindly note that ATM or Cheque payment usually take time until one of agent check that the money has been received into our bank account and it’s important to have the correct amounts alongside with the transfer date to accelerate tracking the payment you have done.
  • Once our account team verify the payment it will reflect into your customer dashboard account and should be documented within 7 working days of submitting the correct information into our online portal
  • Service fee may will be applied.

Paying via Phone call

Kindly contact our offices in our company working hours and one of our agents will assist you for further clarification please contact us on +971 2 493 5100

3. How to upload the proof of payment?

If you paid via a bank transfer or ATM machine or cheque you will need to:

  • Login to your account on our Online Portal smartcollection.co
  • On your customer dashboard click on “Pay” and you will be redirected to the payment screen and click again for BANK TRANSFER or ATM or CHEQUE.
  • In the empty box please type or enter the amount which you paid via bank transfer or ATM or CHEQUE.
  • Please make sure you enter the “Date of Transfer” and upload the proof of payment.
  • Submit your proof of payment via clicking on the acceptance bottom.
  • Kindly note that bank transfer usually take time until one of agent check that the money has been received into our bank account and its important to have the correct amounts alongside with the transfer date in order to accelerate tracking the payment you have done.
  • Once our account team verify the payment it will reflect into your customer dashboard account and should be documented within 7 working days of submitting the correct information into our online portal.
4. How to view my payment history?

Smart Collection customer dashboard has been designed specifically to view and explore your payment and bills history. From our company website please access your customer dashboard and after you access, please click on View and Pay Bills and the portal will take you automatically to your bill and payment history while you can access and view each bill separately.

5. Can I pay in advance?

If you wish to pay in advance, you can do so and our system will automatically detect such payment and consider it as credit balance on your account. You can always use your credit balance for any future monthly bills and the system will start deducting such amounts automatically without sending any kind of notification or reminders on pending payment. 

6. Do you offer payment plan?

Subject you signed and accept the special terms and conditions of the offered plan our company can offer payment plan on big outstanding amounts. For avoidance of doubts, if you failed to pay on time based on the payment schedule then your service will be disconnected with no further notice or alarm.

Air Conditions Issues and Complaints

1. Why is my consumption much higher in the summer when I leave my thermostat at the same setting as in winter?

The cooling system works usually on cooling the water which feed into your air condition system. As result in summer usually temperature is higher than winter which will end up making the air condition working harder to cool the water which will lead into perfect cooled air distribution into your unit and result into higher bills than in winter.

2. How can I reduce my consumption?

The following tips will help in reducing the bill but not necessarily waive any possible charges:  

  • Make sure your flat is cooled as result try to turn off any sort of heating source such as lights, or open windows.
  • The most important effective way in cooling your flat is when you keep it on as you will keep the cooling system working effectively without forcing the system generate higher energy consumption when the unit is warm. If you turn on the air condition in extreme low temperature that will result the system working harder to produce cool air and end up with high consumption. As result, the best way is to keep your AC on at all-time at 24 degrees and avoid lowering the temperature of the thermostat as much as possible. The worst thing you can do is leave the A/C off during the day and then turn it on when you get home, burdening it to lower the inside temperature by up to 10 degrees; you will end up using a lot more energy cooling the home that way.
  • Having help of fans may help cooling the flat and reduce the temperature will result into less energy to operate your air condition system. Whereas the weather is good in late night or early morning you can always open window to enjoy free air-condition with no cost.

24 degree is a good degree in cooling and result to run at balanced performance level. If you decided to take temperature down, then you will result in increasing the energy used further and result into higher bills.

3. How can I close my account?

You will need to issue final bill before closing your account. Kindly access your customer dashboard and click on “FINAL BILL”. You need to provide all the information requested alongside your banking details to refund any remain security deposit if any left. Once the information is complete, pay all your outstanding bill and the request will be reviewed by one of smart collection billing agents.

4. How to raise complaint?

Kindly contact us on your tower email which can be found on your monthly issued bill for example (e.g. yourtowername@smartcollection.co or contact us on info@smartcollection.co ) we only accept written complaint via email.