Did you have to pay full price even though a store advertised a discounted price? Or did you receive a broken or defected product? In Dubai, consumers can submit a complaint to the Department of Economy and Tourism (DET).
Under Federal Decree No. 5 of 2023, consumers can also seek compensation for damages from using goods or services. In case of flaws in the product or service, the supplier must offer repair, replacement, or a refund. Suppliers must also clearly indicate the price of goods, avoid misleading advertising, and honour warranties.
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Those found violating the consumer protection law face up to Dh2 million in fines and 2-year imprisonment under the law that went into effect on October 2023. Here are the steps to follow to file a consumer complaint in Dubai.
Steps
- Visit the Consumer Rights website
- Click on the menu (three stacked lines icon) at the left side of the page
- Under submit complaint, click on ‘consumer complaints (C2B)’
- Before submitting the complaint, read the information on the website. This will give you details such as who can file the complaint, companies against whom a complaint can not be filed, documents required etc.
- The consumer will be required to enter personal details such as name, mobile number, email, nationality.
- Then, the complainant will be asked for information such as company name, commercial sector, complaint type, complaint details; supporting documents must be attached.
- Read the terms and conditions, and click submit.
- You will then receive a complaint reference number on the website, as well as to your registered number and email. You can follow up on the complaint using this number.