Customers

District cooling

About QC

Media

Contact Us

Careers

Existing online Customer

Welcome back to Qatar Cool’s `Customer Portal`.

Log into your account to view your bills, past payments and consumptions.

New online Customer

With an online account you can do more than pay your bills, you can manage your account, view past payments and consumptions and much more.

Register today to begin using the ‘Customer Portal’ to manage and pay your cooling bills in one easy convenient place.

To create an account please Click here

Agreements

Who owns the energy meter?

The unit owner owns the energy meter. Qatar Cool maintains it for a fee. If the meter requires replacement then the owner shall pay the associated cost.

 

Are the fees likely to change often? What factors might cause this?

Qatar Cool’s fees, like those of all other utilities’, may change due to increases in inflation, fuel and production costs. However, Qatar Cool has made a commitment to keep their fees competitive at all times, both for the convenience of existing customers and to attract new ones.

 

Disconnection and Re-Connection

Why have you disconnected my service even though I have been paying on time?

Disconnection of service could be attributed to various reasons, which may be linked to payment at times or to other technical or legal issues. For the most efficient resolution, please be sure to settle your bills on time and contact the customer service team for any connection-related matters.

Why have you disconnected my service even though I have not received any bills?

Disconnection is done because of accumulated unpaid bills. Qatar Cool, however, does not disconnect the service right away. A disconnection notice is usually sent to the unit as a last resort and allows for payment to be settled within two weeks before disconnection is carried out. Prior to that stage, Qatar Cool sends a payment reminder after 45 days of the bill issue date followed by a disconnection notice after 30 days – in case of non-payment.

How do I arrange to be re-connected?

In order to be re-connected, all outstanding amounts will need to be settled via one of our payment channels (please see the ‘Services’ section).

Once the payment is made you can contact our customer service office to arrange the re-connection.

The re-connection will happen on the same day as the outstanding balance is settled, in most cases.

Maintenance

Why do I have to contact facility management for my air-conditioning problem if I am paying Qatar Cool for cooling service?

Qatar Cool receives payment for providing cooling energy to be used in the building’s air-conditioning system (HVAC). As a district cooling service provider, Qatar Cool’s jurisdiction is limited to maintaining its meters and equipment in the building. Any malfunctions in the HVAC system inside the building is the responsibility of the facility management in charge of maintenance.

Why do I have to contact facility management for my air-conditioning problem if I am paying Qatar Cool for cooling service?

Qatar Cool receives payment for providing cooling energy to be used in the building’s air-conditioning system (HVAC). As a district cooling service provider, Qatar Cool’s jurisdiction is limited to maintaining its meters and equipment in the building. Any malfunctions in the HVAC system inside the building is the responsibility of the facility management in charge of maintenance.

To put things in perspective, if a household appliance such as a washing machine or oven breaks down, it would be the responsibility of the supplier’s maintenance team to fix rather than the electricity provider. Similarly, the air-conditioning system relies on cooling energy from Qatar Cool to produce cool air. Any malfunction in the system itself should be reported to the supplier responsible for its maintenance, in this case it is the facility management team. For villa owners, Qatar Cool will be happy to recommend a competent HVAC maintenance company to handle any air-conditioning problems.

Customer Portal ‘My Account’

The Customer Portal is a place where you can manage your account, have insight into your consumptions; pay your bills and much more. Payments can be made with either debit or credit card.

Please refer to the ‘My Account’ section located in the customer page.

Quick Pay

The Quick Pay page allows you to pay your bills fast and efficiently. Payment can be made with either debit or credit card.he Qatar Cool ‘Quick Pay’ page allows you to pay your bills fast and efficiently. Payment can be made with either debit or credit card.

https://pay.qatarcool.com/

 

Mobile App

The Qatar Cool ‘Payment App’ allows you to pay your bills, view your transactions and much more. Download the App today and start paying your bills at your convenience anywhere anytime.

mobile app

Bank Transfers

You can arrange to pay your bills via a bank transfer; all you will need is your connection ID or invoice number to transfer the payment.

Note: Please inform Qatar Cool’s customer Service of the transfer

Customer Service

You can visit our customer service office to make your payments. We accept credit and debit cards, cheque and American Express.

Our Location – http://www.qatarcool.com/contact-us/

Cash Deposits

You can make a cash deposit at your back to pay your bills; all you will need is your connection ID or invoice number to make the payment.

Direct Debit

You can visit our customer service office to arrange the one time set-up of your Direct Debit. Once set-up all payments will be deducted from your bank account on the specified date, on a monthly basis.

Our Location – http://www.qatarcool.com/contact-us/

Collections Team

Sara Salem - Collection Representative

A satisfied customer is the best business strategy of all

Zainab Mohammed - Collection Representative

As a front line employee of Qatar Cool, my mission is the first impression of our customer to be outstanding,  It has to be professional because this is the way to pave a pleasant journey with Qatar Cool.

Ameena Naeem A A Abdulla - Collection Representative

I joined Qatar Cool one year ago, the first 6 months I strived to build trust and strong long term relationships with Qatar Cool’s customers. We always work on providing the best in class service and spread satisfaction among our clients.

Customer Service Team

Yasser Jan - Customer Service Manager

I joined Qatar Cool 4 year ago. I am responsible for delivering high class customer service, whilst aligning to Qatar Cool’s Vision to be the best in class chilled water provider. Our goal is to be best part of our customer’s day.

Ali Talal Amino - Customer Service Officer

I have been working at Qatar Cool for the Past 5 years. I joined the customer service team where my previous experience was utilized and added on to serve our customers well. Now, I am the Customer Service Officer doing my best to ensure high Customer Satisfaction which is our main priority aiming to be the best part of our customers day.

Metering Team

Mohamed Sabith Hasan - Technician

I have been working at Qatar Cool for the Past 5 years. My main role is to ensure all documents are filled and encoded into the system and maintain the metering stocks. 

Jerwin Castillo - Senior Supervisor Metering and Customer support

I have been working at Qatar Cool for the Past 10 years.  My main role is to over see the day to day operations of the Metering team.

Manjula Dinesh - Technician

I have been working at Qatar Cool for the Past 5 years. My main role is meter maintenance and repair. 

Ronald Magbojos - Meter Maintenance Supervisor

I have been working at Qatar Cool for the Past 5 years. My main role is to prepare daily, historical, statistical, management and adhoc reports. To monitor and maintain the Automatic Meter Reading (AMR) system on a daily basis and to issue directive where needed.

Abel Gapan - Technician

I have been working at Qatar Cool for the Past 1 year. My main role is meter maintenance and repair.

Vincent Lopez - Technician

I have been working at Qatar Cool for the Past 5 years. My main role is meter maintenance and repair.

Jaime Ritualo - Technician

I have been working at Qatar Cool for the Past 1 year. My main role is ensure all the meters are accessible for inspection & repair.

John John Dadap - Technician

I have been working at Qatar Cool for the Past 5 years. My main role is meter maintenance and repair.

Ruther Daulat - Technician

I have been working at Qatar Cool for the Past 1 year. My main role is ensure all the meters are accessible for inspection & repair.

What are the common areas and how are they billed to the end user?

Common areas are shared areas in a building and include recreational facilities such as the gym, banquet areas, the entrance lobby, stairways, lifts and any other shared areas. Qatar Cool sends a separate bill for cooling consumption in the common areas to the Co-Owners Association. This bill also covers the cooling services required to control the fresh air supplied for the entire building

What are the different parts of a Qatar Cool bill?

Qatar Cool applies the following charges:
• Capacity Charge: This is a fixed amount billed periodically as per the cooling load allocated to the premises.
• Consumption Charge: This is a variable amount billed periodically based on consumption of the cooling service.
• Admin Fee: This is a fixed fee billed periodically for the production and delivery of bills and other documents.
• Meter maintenance Fee: This is a fixed fee billed periodically for meter maintenance and related activities to ensure correct recording of the consumption.
• Activation Fee: Charged once at the time of initial service activation. Charges applied along with the first Annual Cooling Capacity Charge. Activation Fee as indicated in the Agreement.
• Reconnection Fee: In the event Customer fails to pay their bills on timely manner the Customer will be charged a Reactivation Fee as set out in the Agreement for restating the service after suspension or disconnection of the Cooling Services

How do you calculate the different parts of the fees?

Capacity fees are calculated as follows:
• Residential space: QR 793.64 per Ton of Refrigeration per year
• Commercial space: QR 1097.86 per Ton of Refrigeration per year

Consumption fees are calculated at QR0.2711 per Ton hour per year (from meter reading) for residential and commercial space. It is important to note that both capacity and consumption rates are subject to change.

Why haven’t I receive my bills yet?

Qatar Cool sends cooling bills on monthly basis to all users in the Pearl-Qatar. If you have recently changed your address, please ensure that you visit the customer service office to change the details on your agreement in order to receive your bills on time. The bills are sent to the unit owner. Should the tenant wish to receive QC Bills, the unit owner needs to contact Customer Service to provide the necessary authorization.

What is the “payments and adjustments” portion of the bill about?

This section includes all payments received and any credits/debits allocated to your account during the previous period.

What is the due date of each bill?

The bill is sent by the beginning of each month and the due date is set for the end of the month, or as stated on the bill.

How do you ensure the accuracy of cooling consumption for my unit?

Each unit has a dedicated meter that measures the consumption of the chilled water. Meters are maintained for maximum accuracy by Qatar Cool’s maintenance team.

What is the customer number?

It is a unique 12 digit number assigned to the user at the time of establishing the account. This number can be used for paying bills.

What is the property code?

It is an exclusive code assigned to your property. This code can be used for identifying your property.

What is the bill number?

It is a distinctive number assigned to every bill we generate. This number can be used for paying your bills.

What deposit amount do I have to pay at the time of signing a cooling agreement?

Cooling capacity (TR) Cash deposit amount
20 TR or less QR 3,000
20-30 TR QR 6,000
More than 30 TR QR 10,000

Are fees likely to change? What factors might cause this change?

Qatar Cool fees, similarly to other utility companies may change due to inflation and/or due to increase in production costs imposed by the water and electricity utility provider. However, Qatar Cool has made a commitment to keep fees competitive at all times.

Capacity Charges

Property Type Ton of Refrigeration (TR) Fee (per year)
Residential One TR QAR793.64
Commercial One TR QAR1097.86

Consumption Charges

Property Type Ton of Refrigeration (TR) Fee (per year)
Residential One TR QAR0.2711
Commercial One TR QAR0.2711

Other Charges

Charge Type Reoccurrence Fee (per year)
Admin Fee Monthly QAR10.00
Meter Charges Monthly QAR50.00
Re-Connection fee If a disconnection occurs QAR350

English Sketch image

UDC/Building Facility Management – Responsibilities

•  Ensure that the secondary system equipment are selected for district cooling application and they are operated within 8.9 deg C temperature differential
 
•  Regularly maintain the chilled water quality according to district cooling required parameters
 
•  Ensure that the HVAC system is properly tested and balanced. All bypass lines must be eliminated
 
•  Ensure that all open shafts and openings are completely sealed in the building. Doors and windows within air-conditioned areas are to be closed all the time
 
•  Regularly maintain the following equipment under their scope:
 

  • Variable Frequency Drives (VFD)
  • Chilled Water Pumps
  • Strainers
  • Make-up pressurization pumps
  • Field instrumentations related to secondary installations such as gauges, temperature sensors, flow meters, pressure transmitters, & etc.
  • Piping and Insulations
  • Valves
  • Cooling equipment such as Air Handling Unit (AHU), FCU, and Fresh Air Handling Unit (FAHU)
  •  
    •  Safekeeping of relevant documents such as as-built drawings and operation and maintenance manual of building’s HVAC system.
     
    •  Operations and maintenance of Building Management System (BMS), If available

English Sketch image

Qatar Cool Responsibility

•   Qatar Cool ensures that the building is provided reliable district cooling services within contracted temperature(s) and capacity.
 
•   Qatar Cool shall efficiently operate and maintain the following equipment:

 

  • Plate Heat Exchangers (PHE)/Energy transfer station (ETS)
  • Control Systems including Programmable Logic Controllers (PLC) and Remote Terminal Units (RTU).
  • Field Instrumentations related to Primary Installations.
  • Metering System

 

•   Qatar Cool shall provide support and assistance to the developer/Building Facility Management whenever necessary.

English Sketch image

End Users Responsibilities

•  Regular maintenance of A/C Units

The unit should be checked regularly and the filters cleaned or replaced as recommended. This will ensure efficient operation of the unit at its full power potential.

•  Check leaky ducts and damaged pipe insulation

Ensure that ducts are well sealed so that you are not losing cooled air to the outside. Condensation in the chilled water pipes is an indication of poor insulation

•  Set the Fan Cool Unit (FCU) to the right temperature

An average room temperature of around 72 degree Fahrenheit or 22 degree Celsius is considered a comfortable setting for the FCU

NOTE: If you experience problems with your air-conditioning please contact your maintenance contractor. If the problem persists please contact you developer/ building facility management