Q1. Where can I pay my Bills?
You can pay your bills at:
• Any of the OIFC branches in Sultanate of Oman.
• Any of the OIFC Bill payment machines.
• Any branch of leading Oman banks in the Sultanate of Oman
and their bill payment machines:
• Through an e - channel (internet banking, ATM, phone banking,
call centre) after registration with the bank.
• Bank counter of leading Oman banks (subject to a fee by
the concerned bank).
• OIFC Bill Payment Machines located at City Centre Qurum - Al Araimi Complex - Jawharta A' Shati - City Centre Muscat (Al Mawalih)
Note: The names of the banks at which bills are payable
are available on the reverse side of the bill.
Q2. How do I pay my bills?
The payment can be made at
any of the OIFC branches, OIFC bill payment machines or
the ATM Machines of banks (as mentioned above).
Payments can be made in cash; through credit/debit card
and cheque.
For payment by cheque:
Electricity bills - It should
be in favour of “Muscat Electricity Distribution
Co S.A.O.C” and marked with your account number
shown on the bill (only crossed cheques are accepted). The
bill should also be attached with the cheque.
Water bills – It should be in favour of
“Oman Investment & Finance Co. SAOG”
and marked with your account number shown on the bill (only
cross cheques are accepted). The bill should be attached
with the cheque.
For corporate customers:
Payment can also be made through bank transfers and the
details of the same should be e-mailed to the Corporate
Customer Service Cell.
Q3. When E-payment can be made through OIFC website?
Currently, the company is exploring the option of enabling E-payment through the website. Once implemented, customer will be intimated once launched.
Q4. Should I always present the bill at the time of payment?
Yes. It is required that you present your original
bill at the time of payment. If you have misplaced the
original bill, you may request the customer service
staff or any of the OIFC branches for a duplicate bill.
When making the payment at any of the OIFC branches,
the bill has to be presented to the cashier. When making
the payment at the branches of designated banks or any
of the OIFC bill payment machines, the bar code on the
bill is scanned. When making the payment by cheque,
the bill should be attached with the cheque.
For corporate customers:
It is not always required that you present your bill at
the time of payment. The payment particulars detailing
contract number and account number are presented through
e-mail. The acknowledgement of payment is made through
e-mail.
Q5. What is my acknowledgement for payment made?
For payment made by cash, the bar code on the bill
is scanned and accordingly an electronic stamp is placed
on the bill towards acknowledgement of payment.
For payment made by cheque or through bank transfers
a receipt will be generated and issued by the cashier.
Q6. My electricity meter is not working properly. What should I do?
OIFC
will check the online system to verify if your meter is
flagged as faulty.
If the meter is flagged as faulty, you are advised to
contact Muscat Electricity Distribution Co. SAOC (MEDC)
to report the matter so that they can take corrective
action to rectify the problem.
OIFC will subsequently, rectify/reverse the billings as
advised by MEDC directives.
If the meter is not flagged as faulty, OIFC will send
their Meter Inspectors at the date and time specified
by you, to inspect the problem.
Q7. My water meter is not working properly.
What should I do?
OIFC
will check the online system to verify if your meter is
flagged as faulty.
If the meter is flagged as faulty, you are advised to
contact Public Authority for Electricity & Water (PAEW)
to report the matter so that they can take corrective
action to rectify the problem.
OIFC will subsequently, rectify/reverse the billings as
advised by PAEW directives.
If the meter is not flagged as faulty, OIFC will send
their Meter Inspectors at the date and time specified
by you, to inspect the problem and we will get back to
you as soon as possible.
Q8. How will the meter readers record the
readings taken for my house/establishment?
OIFC
Meter Readers are provided with a Hand held device called
the Personal Digital Assistant (PDA) to record readings.
The bar code sticker on the meter is scanned and readings
are manually entered on the device. If you are not available
at the premises when the Meter Reader comes to take the
readings the bar code at your premises is scanned to record
the date and time the Meter Reader visited your premises
to take the reading.
Q9. Why is my electricity/water service
disconnected?
If payment
for electricity is not made within 60 days from the date
of issuing the bill your account is subject to disconnection
and will not be reconnected until outstanding bills are
settled together with disconnection and reconnection fees.
For electricity meter (all type of meters) the fees for
disconnection is OMR 7.500 and the fee for reconnection
is OMR 7.500.
Q10. I am planning to go on vacation. I have
not received my electricity/water bill for the month. How
can I pay the bill before going on vacation?
In case
customers have not received their original bill, they
can make the payment by obtaining an interim bill from
OIFC’s Customer Service Department. For electricity services,
the fee for obtaining an interim bill is 780 Bz.
You may choose to pay your bill in advance. OIFC will
send a Meter Reader to note the consumption rate at the
date and time specified by you.
Acceptance of readings recorded by customers is discouraged.
However, if you insist on the same, OIFC may consider
it in exceptional/particular circumstances under a contractual
agreement.
Q11. Can I get an Arabic (English) copy of
my bill?
Yes. We will send you an Arabic (English)
copy of the bill as soon as possible. Your preference
of language will be updated on our system.
You may also log on to our website and obtain a bill
in the language of your choice.
Q12. Why am I being charged when I have not
requested for a separate wastewater facility?
Oman
Wastewater Company has been awarded the concession to
administer and operate Wastewater facility at the Muscat
Governorate.
We will verify the details of provision of facility with
Oman Wastewater Service Company (OWSC). As per intimation
by OWSC, if your area is provided with the facility you
are required to pay the fixed charges.
If it is viewed that your locality does not have a sewage
facility provided by Oman Wastewater Service Company S.A.O.C,
we will rectify the details on our system and send you
a revised bill subsequently.
Q13. What is the tariff for provision of
wastewater services?
The Company
will bill wastewater service beneficiaries based on the
readings of the water bill and according to the following
table:
|
Details |
Tariff (R.O.) per m3 |
Monthly
Rental (R.O) |
| Domestic Segment |
0.154 |
2 |
| Government and
Institutional |
0.193 |
5 |
| Commercial and
Industrial Properties segment |
0.231 |
5 |
Q14. What is the electricity rate applicable
to me?
The tariff
for provision of electricity is set by Muscat Electricity
Distribution Co. S.A.O.C. as stated below:
|
Tariff Type |
Tariff Structure |
|
Residential |
0-3000KWH |
3001-
5000 KWH |
5001-
7000 KWH |
7001-10,000
KWH |
10001
KWH &above |
| 10
Bz/KWH |
15
Bz/KWH |
20
Bz/KWH |
25
Bz/KWH |
30
Bz/KWH |
|
Government |
0-3000KWH |
3001-
5000 KWH |
5001-
7000 KWH |
7001-10,000
KWH |
10001
KWH &above |
| 10
Bz/KWH |
15
Bz/KWH |
20
Bz/KWH |
25
Bz/KWH |
30
Bz/KWH |
| Industrial |
September to April inclusive
12 Bz/ KWH |
May to August inclusive
24 Bz/KWH |
|
Agriculture & Fisheries |
0-7000 KWH
10 Bz/KWH |
7001 KWH & above
20 Bz/KWH |
|
Tourism |
• Monthly consumption up to 7000
KWH - Rate as per the Residential tariff structure.
• If the monthly consumption exceeds 7000 KWH,
rate will be @20 Bz/ KWH |
|
Commercial |
Flat rate @ 20 Bz/KWH |
Q15. What is the water rate applicable to
me?
The tariff
for provision of water is set by Public Authority for
Electricity and Water and is as stated below:
|
Tariff Type |
Tariff Structure |
| Residential |
0-5000
gallons |
2
Bz/gallon |
| |
5000
gallons and above |
2.5
Bz/gallon |
| Commercial |
Flat
rate @ 3 Bz/gallon |
Q16. Why was my electricity/water service
disconnected without warning?
There
is a warning provided on the reverse side of your bill
that states if payment for electricity is not made within
60 days from the date of issuing the bill your account
is subject to disconnection and will not be reconnected
until outstanding bills are settled together with disconnection
and reconnection fees.
Also a reminder for payment of dues was advertised in
the newspapers by OIFC before disconnection of services.
Q17. How is municipality tax computed for
electricity bills?
The tax
amount charged as revenue by Muscat Municipality from
total electricity bills is as follows:
|
Electricity Consumption |
Tax Percentage |
| Below
OMR 25 |
0.5% |
| OMR
25 - OMR 50 |
1% |
| Above
OMR 50 |
2 % |
Q18. I have not received my electricity/water
bill. What should I do?
We will
verify on our system if you have requested for hand delivery
of bills or mailed copy of the bill.
If you have not received your electricity/water bill you
may also:
• Approach any OIFC branch, and request for a copy of
a duplicate bill or go to the OIFC website www.oifcoman.com
and obtain a summary bill.
• You may request for an e-mail of your summary bill.
If your request is for hand delivery of the bill, could
you please give me your location (house and street number)
so that I can verify it on our system and modify the information,
if necessary. If the address on the system is in conformity
with what you have mentioned we will check with the concerned
department and accordingly send you a copy of the bill.
The bill may also be stopped from mailing because it has
been repeatedly returned in the past. In such a case we
will have to update your location (house and street number)
on our system so that we can reactivate your account.
Q19. There is a Reading Error. The actual
reading is less (or more) than the reading recorded in the
bill.
We will
verify with the concerned department to check if there
is a reading error and get back to you.
Q20. Why does my bill show a sudden increase
in consumption?
We will
verify your history of electricity/water consumption.
If there is a sudden increase noticed we will refer the
same to the concerned department in OIFC. If necessary
we will also send a notice to the office of the Ministry
to get a technical report and will get back to you as
soon as we receive a report from the Ministry.
Q21. A bill with (zero) amount i.e the recent
and previous readings are the same
We will
verify your history of electricity/water consumption.
If the recent and previous readings are the same we will
report the same to the concerned department.
We will get back to you as soon as possible.
Q22. Why is the name of the previous owner
on my bill?
You will
have to update the concerned Authority (Muscat Electricity
Distribution Co. S.A.O.C or the Public Authority for Electricity
and Water) regarding the change in ownership.
Once we get a notice from the concerned authority, we
will revise the details on our system and send the revised
bill and subsequent bills to you in your name.
Q23. How do I know when the Meter Reader
has come to take the reading?
OIFC
Meter Readers are provided with a Hand held device called
the Personal Digital Assistant (PDA) to record readings.
The bar code sticker at on the meter is scanned which
will show the date and time the meter reader came to take
the reading. If you are not available at the premises
when the Meter Reader comes to take the readings the bar
code at your premises is scanned to record the date and
time the Meter Reader visited your premises to take the
reading.
Q24. How do I know the Meter Reader has taken
the reading accurately?
If the
electricity/water readings noted by you is different from
that taken by the Meter reader, we will verify the case
and get back to you.
Q25. The Meter Reader does not come to take
the electricity/ water readings and I have not received
a bill for several months
OIFC
will check the online system to verify the Meter Reader’s
date and time of visit and if a bill was generated subsequently.
If there is evidence that the Meter Reader has visited
the site, I request you to please give me your location
(house and street number) so that I can verify it on our
system. If the details of your location are in conformity
with our system details, we will send you a copy of the
summary bill/s.
If the location (house and street number) mentioned by
you is not in conformity with what we have on our system,
we will modify the information and send a Meter Reader
to record the readings for electricity/ water consumption.
The summary bill will be generated subsequently.
If there is no evidence that the Meter Reader has visited
the site, I request you to please give me your location
(house and street number) so that we can record the details
on our system and send a Meter Reader to record the readings
for electricity/ water consumption.
Q26. I have paid my previous bill amount/s
but an outstanding of the same is highlighted in the current
bill.
We will
check the statement of accounts on our system to verify
if the payment is made.
We request you to provide a copy of receipt of payment,
if payment was not made at OIFC, to verify if the bill
payment was made on time.
If the information is not available on our system we will
liaise with the concerned department and get back to you
as soon as possible.
If there is an error we will forward the same to the Finance
Department to make the concerned changes and will send
a revised bill to you subsequently.
Q27. Why is my service disconnected despite
payment?
We will
check the statement of accounts on our system to verify
if the payment is made. If it is not available, we request
you to provide a copy of receipt of payment to verify
if the bill payment was made on time and if payment was
made for the whole amount.
If payment of the whole amount is made, we will inform
the Finance department to make the relevant changes on
the system and a request will be sent to the concerned
authority for your service to be reconnected as soon as
possible.
If the payment is made after the billing cycle, I will
escalate the matter to the concerned department for your
service to be reconnected as soon as possible.
Q28. Why should I get accounted for using
commercial rate when my usage is residential (or vice versa)?
We will
check our online system to verify the type of usage. If
the type of usage mentioned on the system is not in conformity
with what you have mentioned, we will send an inspector
to verify the actual usage.
If it is verified that the type of usage is as you have
mentioned, you will be advised to inform the appropriate
authority (MEDC for electricity and PAEW for water) of
the change in usage.
Q29. I have made my payment to the wrong
account. What can I do to rectify the amount?
OR
A bill with the wrong name and account number was sent to
me and I made the payment to the wrong account without checking
the details on the bill. What can I do to rectify the amount?
Please
visit the OIFC office with the original copy or receipt
of payment. You will be asked to fill in a form and your
ID card will have to be presented.
The form with relevant proof will then be sent to the
OIFC Finance Department to make the necessary adjustments.
Q30. I received a bill for consumption, for
a period when I was not at home.
OIFC
will verify the online system to check the basis of calculation
of the bill.
If the Meter Reader was not able to get the actual reading,
the bill may have been generated based on a system average.
The amount charged therefore will be settled in subsequent
bills.
If it is viewed that the Meter Reader has taken the reading
for that period, we will send a Meter Inspector to your
location and liaise with the concerned department on the
same and get back to you as soon as possible.
If it is noticed that you have a faulty meter, you will
have to approach the concerned authority (PAEW for water
and MEDC for electricity) about the same. If we receive
a notice from the concerned authority (MEDC for electricity
and PAEW for water) to adjust the amount we will send
you a revised bill.
