Consumer Complaint Handling Process Announced in the UAE

If you have purchased a product in Dubai that is defective, the seller is not willing to exchange or refund it, you have been charged more than expected, or the services you purchased were not provided correctly, you can file your complaint with the Consumer Rights Department of the Dubai Economy and Tourism (DET).

Issues such as defective products or repeated malfunctions, incomplete or delayed services, disputes over prices or hidden costs, problems with refunds or exchanges, warranty violations, and inappropriate or unethical behavior by a business can be grounds for a complaint.

However, before filing a formal complaint, you should first address the issue with the seller or service provider and provide the invoice or purchase documents. If the staff cannot resolve the issue, you can speak with a manager or supervisor. In some cases, the solution may involve exchanging the product or redoing the service, not necessarily receiving money back.

To file a complaint online, first prepare documents showing what you purchased or what was promised and what you received.

Then, visit the official Dubai Consumer Rights website and select the “Submit a Complaint” option. You will need to enter your name and contact information, your status as a resident or tourist, the company name, the field of activity, the subject of the complaint, and its details, and upload the relevant documents.

If you have questions about the eligibility of your complaint or the filing process, you can contact the DET Consumer Rights Call Center at 600 545 555.

If the case falls under the jurisdiction of the DET, the department will contact the business in question and mediate to reach an agreement between the two parties. The outcome of the agreement, timing, and method of implementation will be communicated to both parties via SMS and email.

According to DET, the entire handling process usually takes between four to ten working days, depending on the type and complexity of the case.

An important note is that this service is not for all complaints. Cases such as purchases from licensed businesses in other emirates, telecommunications and internet, real estate and rental, water and electricity, banking and investment, insurance, licensed exchange offices, cybercrime, fraud, spoiled or expired food, counterfeit or expired cosmetics, and construction and contracting disputes are among the cases that are not handled through this service.
Source: Gulf News