Zenersol Solutions Customer Service Charter is based in Article 9 of the Executive Council Resolution No. 6 of 2021 regulating the provision of District Cooling Services in the Emirate of Dubai.

Zenersol will determine complaints submitted to it by Customers concerning any dispute that may arise between the Permit Holder and the Customers in accordance with the procedures and processes developed by the Permit Holder and approved by the Regulatory and Supervisory Bureau (RSB) for Electricity and Water Services.