Consumers in Dubai now have stronger protections under Federal Decree No. 5 of 2023, which went into effect in October 2023.
Individuals found violating the consumer protection law can face penalties of up to Dh2 million in fines and two years of imprisonment.
The decree empowers consumers to seek compensation for damages resulting from the use of goods or services. If a product or service is found to be defective, suppliers are obligated to offer a repair, replacement, or refund. The law also requires suppliers to clearly indicate prices, avoid misleading advertisements, and honor warranties.
For those who have encountered issues such as being charged full price despite advertised discounts or receiving defective products, the Department of Economy and Tourism (DET) offers a straightforward process to file complaints. Consumers can submit their grievances through the Consumer Rights website by following a few simple steps.
Filing a Consumer Complaint in Dubai
If a consumer believes their rights have been violated, they can file a complaint with the DET by following these steps:
- Visit the Consumer Rights Website: Begin by accessing the DET’s official consumer rights portal.
- Navigate the Menu: Click on the menu icon (three stacked lines) on the left side of the page.
- Submit a Complaint: Under the ‘Submit Complaint’ section, select ‘Consumer Complaints (C2B)’.
- Review Guidelines: Before proceeding, it is crucial to read the provided information on who can file a complaint, the companies against whom complaints cannot be filed, and the necessary documents required.
- Enter Personal Details: Provide personal information such as name, mobile number, email, and nationality.
- Provide Complaint Details: Enter the details of the company, the commercial sector, type of complaint, and attach any supporting documents.
- Agree to Terms and Conditions: Read and agree to the terms and conditions, then click ‘Submit’.
- Receive Reference Number: After submission, the consumer will receive a complaint reference number both on the website and via their registered email and mobile number, which can be used to track the progress of the complaint.
