Frequently Asked Questions

 

Payment of the bills

All the Bills (Electricity & Water - for Governorate of Muscat), Omantel services, Haya services, and Ooredoo services bills could be paid at the following:

For Individual Customers
By Branches

All 44 OIFC branches across the Sultanate of Oman:

How to do it:

  • You would need to present the original bill to the teller. However, if you did not receive the bill or misplaced it, you may request a duplicate bill from customer service desk at any branches.
    • Payment at the branches could be made in cash or by (direct debit / credit card); this service is limited to main branches and not all of them.
    • Some of our branches are equipped with Bill Payment Machines; these machines are accessible around the clock (24 Hrs, and all days). Our Bill Payment Machines (BPM) currently accept only cash.
  • Acknowledgement:
    • If you made the payment through a teller at our branch, your acknowledgement would be system printed on the bill presented at the teller.
    • If the payment was made at bill payment machine, the machine would automatically produce a receipt stating the details of the completed transaction.
Payment via Local Banks

How to do it:

  • Most of the banks facilitate their customers and account holders, with utilities payment channels. This channel is simple and Customers are required to present their bills to bank’s teller. On receipt of cash (or account to account transfer request) payment of the bills could be made at that bank.
  • Acknowledgement:
    • It would be issued by the concerned bank.
OIFC Bill Payment Machines

How to do it:

  • You need to select the service that you wish to pay for, e.g. Electricity, Water or Telecom utility.
  • Once selected, you may enter the account particulars either by scan of the bar code on the bill or by manually entering of account number.
  • The machine accepts only cash payments, and the notes should be inserted one by one.
  • The minimum denomination accepted is RO 1 and all higher denominations are accepted by the Machine.
  • The machines do not dispense any change back. Hence, the customer can pay his bills to the nearest Rial.

Acknowledgement:

  • The BPM would automatically issue the receipt against the cash received (along with other transaction details, e.g. account number, time and date of payment).
  • Customer should keep the acknowledgement at a safe and cool place.
  • This is necessary because the receipt is printed on thermal paper, hence the transaction details are likely to fade away or vanish after a couple of weeks. Therefore, you are requested to verify the accounting of the payment in your next bill.
Internet Banking services provided by your personal bank

How to do it:

  • Currently OIFC website is not equipped with payment channel. However, a customer who wishes to make payment using internet services may visit the website of their personal bank. Many of the local and International Banks operating in the Sultanate of Oman facilitates their customers with utility bills payment.

Acknowledgement:

  • In case of payment via your personal bank website, your personal bank shall intimate you with payment particulars.
Bill payment machines of local banks

How to do it:

  • Some of the Banks operating in the Sultanate have equipped their ATM and deposit machines with utility bills payment channel. OIFC advises the entire customer to seek help of the bank (if needed) to complete their bills payment.

Acknowledgement:

  • The bank machines shall automatically produce a printed slip elaborating the transaction
For Corporate Customers
Directly at OIFC branches

How to do it:

  • Present the bills individually along with the respective cheques in favour of Oman Investment & Finance Co. SAOG (except for electricity bills, where the cheque should be in favour of Muscat Electricity Distribution Co SAOC).

Acknowledgement:

  • The payment receiving cashier shall give the payment receipt to the person making the payment.
Payment by Consolidated cheque

Corporate customers who make payment for number of bills at the same time, may find the option (1) above little cumbersome. To solve this, OIFC enables payment of multiple bills by a consolidated cheque. Such customers can hand over the cheque in favour of Oman Investment & Finance Co. SAOG (a separate cheque is required for electricity bills in favour of Muscat Electricity Distribution Co SAOC) to any OIFC branch and procure a temporary receipt for the payment. They can subsequently forward the details of the accounts to be credited along with the other details like the type of service and account numbers. This list can be e-mailed to payment@oifcoman.com or can be uploaded on the OIFC website.

Acknowledgement:

  • Upon receipt of cheque, the customer gets a temporary receipt and shall get final receipt via email within 2 days of submitting the account-wise data of the accounts that are intended to be credited.

Telecom Services

When is my telephone service gets disconnected?

The service is likely to be disconnected in case of continued default and/or in case, your current outstanding inclusive of unbilled transaction exceeds the credit limit set up for the purpose. For more details, please contact your Relationship Manager at Omantel or Ooredoo as the case may be or visit any of their offices.

Why was my service disconnected without warning?

For GSM customers: A sms message is usually sent by Omantel to your number warning you about outstanding payment for usage of GSM facility. In any case, most disconnections happen by "bar outgoing calls" before the full disconnection takes place.

Why is my service disconnected despite payment?

In all likelihood, the amount paid may not haven been credited to the account. In such a case, you are requested to contact our call centre or to visit our nearest branch alongwith the original receipt of payment or details thereof, in order to get the service reconnected.

My bill shows a higher amount than my usage

In this case, your should contact the telecom service provider, Omantel or Ooredoo.

I have not received my Telephone bills

If you have not received your telephone bill you may:

  • Approach any of the OIFC branches, and request for a copy of a duplicate bill or visit OIFC website (www.oifcoman.com) and obtain a summary bill.
  • You may request for an e-mail of your summary bill.
  • Log onto OIFC website to register and this registration would entitle you to receive all the requested E-bills via your E mail.

Other reason that causes not to receive the monthly bills by post, could be due to inaccurate/incorrect address mentioned on the You may therefore need to ensure updating your mailing address at Omantel or Ooredoo. If the address on the system is in conformity with your correct address we will check with the concerned department and accordingly send you a copy of the bill.

The bill may also be stopped from getting mailed because it could have been repeatedly returned back undelivered. In such a case you will need to ensure updating your mailing address at Omantel or Ooredoo that we can reactivate your account for mailing the bills.

Electricity & Water Services

My electricity meter is not working properly. What should I do?

In this case, you should inform Muscat Electricity Distribution Company, to address the matter appropriately. And they would advise us on resolving the matter

My water meter is not working properly. What should I do?

In this case, you should inform Public Authority of Electricity & Water (PAEW), to address the matter appropriately. And they would advise us on resolving the matter.

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.

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.

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.

You may choose to pay your bill in advance. OIFC will send a Meter Reader to note the consumption at the date and time specified by you.

Customers are also entitled to record and submit the meter readings on their own which will be verified and then the bills will be issued.

Can I get an Arabic (English) copy of my bill?

Yes. You would need to submit your request through any OIFC branch or you may e-mail us via (Contact Us).

Why am I being charged for General Sewerage charges when I have not requested for a separate wastewater facility?

Oman Wastewater Company (Haya) has been awarded the concession to administer and operate Wastewater facility at the Muscat Governorate.

From time to time, Haya informs us where the sewage charges need to be initiated. In case, you are being charged for sewage water and you believe that your property is not connected to Haya’s sewage network, please contact the Haya office to clarifiy the matter.

If it is confirmed by Haya that your property does not have a sewage facility , they will advise us to rectify the wastewater charges on you bill and we send you a revised bill subsequently.

Why was my electricity/water service disconnected without warning?

There is a warning printed on 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. Further, wherever a bill remains unpaid upon its duedate, the subsequent bill carry a note to that effect, which indicates that the account is in default and may attract disconnection, unless the overdue is settled.

I have not received my electricity/water bill. What should I do?

We will verify in our system if you have requested for bills to be hand delivered or mailed.

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 visit OIFC website www.oifcoman.com and obtain a summary bill.
  • You may request for an e-mail of your summary bill.
There is a Reading Error. The actual reading is less (or more) than the reading recorded in the bill.

In this case, you would need to either visit our nearest branch to you to report the matter, or contact our call centre, and we shall arrange for site inspection and update the billing at later stage accordingly. It will be convenient for us to handle your compliant if you bring alongwith you, a picture of your meter, showing the current reading thereon.

Why does my bill show a sudden increase in consumption?

In this case, you would need to either visit our nearest branch to report the matter, or contact our call centre, and we would 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 Muscat Electricity Distribution Company offices for Electricity and Public Authority for Electricity and Water for water services to get a technical report and will get back to you as soon as we receive a report from the concerned establishments. In case, you suspect that the meter installed at your property is faulty or has stopped, please report the matter at the nearest office Muscat Electricity Distribuiton Co for electricity meters and the nearest office of Public Authority of Elecgtricity and Water for water meters.

A bill with (zero) amount i.e the current and previous readings are the same

In this case you should report the matter either by visiting a nearest OIFC branch of, or contact us through our website, via Contact Us. Upon receiving the complaint we will review your account and advise you on moving forward. This may require your direct co-ordination with Public Authority of Electricity & Water (PAEW) or Muscat Electricity Distribution Company (MED Co.)

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.

The Meter Reader does not come to take the electricity/ water readings and I have not received a bill for several months

You would require to report that by visiting nearest OIFC branch, contact us via our call centre or write to us through our website via Contact Us, and we would address the matter.

I have paid my previous bill amount/s but an outstanding of the same is highlighted in the current bill.

There could be number of reasons; the most probable being because of you made payment while the current bills had already been generated.

In this case, you would need to either visit our nearest branch to you to report the matter, contact our call centre, or write to us through our website via Contact Us and we shall arrange for necessary rectification in the records.

Why is my service disconnected despite payment?

Electricity and water services are subjected to disconnection if the over due amount are accumulated for 60 days or more.

In this case, you would need to either visit our nearest branch to you to report the matter, contact our call centre, or write to us via Contact Us.

Why should I get accounted for using commercial rate when my usage is residential (or vice versa)?

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/usage.

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.

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?

For resolving the matter, you would need to visit nearest OIFC branch for presenting the original bill mistakenly paid, and the wrongly paid amount will either be refunded or credited to your correct account number.

I received a bill for consumption, for a period when I was not at home.

In this case, you would need to visit our nearest branch to you to report the matter, contact our call centre, or write to us through our website via Contact Us and we shall arrange for site inspection and update at later stage accordingly.

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

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 %

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

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

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