Dubai: Have you been charged wrongly for a product or service? Or are you tired with service delays, despite being promised a certain timeline?

You can now register a complaint with the Dubai Department of Economy and Tourism’s (DET) Consumer Rights complaints platform.

Here’s how to check if your complaint is eligible, and how to file it with the DET.

What is the Consumer Rights complaints platform?

The DET’s Consumer Rights complaints platform focuses on individuals, including residents and visitors in Dubai, who face issues with goods or services from establishments licenced by the DET. The consumer complaints are governed by the UAE’s consumer protection laws, and address a range of issues, from defective products to delays and unmet contracts.

When you register a complaint through this platform, a representative will study the complaint and work to reach a settlement between the consumer (you) and the defendant (the store or service provider).

Who can raise a complaint?

According to the Consumer Rights service platform, any resident or visitor to Dubai can raise a complaint against an entity registered with the DET. Only the person concerned or someone with legal power of attorney to represent them can file a complaint. 

What types of complaints can I raise?

Before submitting your complaint, you must ensure it is valid. The Consumer Rights service can only act on and enforce certain types of complaints.

Eligible complaints

The first criterion for eligibility is that the complaint must be against an establishment that has been licenced by the DET. These are the main types of complaints that consumers can lodge, through the platform:

  • Product quality issues, such as repeated malfunctions or faulty goods.
  • Service delays or failure to complete services within agreed timelines.
  • Disputes over the terms or fulfilment of service or maintenance contracts.
  • Complaints related to pricing discrepancies or unfair charges.
  • Refund or exchange issues, particularly in cases of defective products.
  • Disagreements regarding the implementation of warranties or guarantees.
  • Consumer mistreatment or unfair business practices by licensed establishments.
  • Complaints against websites licenced in Dubai.

Ineligible complaints

According to the DET’s website, the following complaints fall out of the scope of jurisdiction of the Consumer Rights service platform:

  • Goods or services purchased from a supplier in another emirate
  • Complaint about telecommunications or internet services
  • Real estate complaints, real estate regulation, and real estate lease contracts
  • Food spoilage or expiration
  • Electricity and water complaints
  • Technical matters that require consulting an expert
  • Investments
  • Bank complaints
  • Licenced money exchangers in the emirate
  • Insurance companies
  • Cybercrime complaints (for example, about unlicensed websites)
  • Fraud
  • Consumer mistreatment (this should be referred to Dubai Police)
  • Corrupt, expired or counterfeit cosmetics
  • Contracting and construction

How long does the complaint process take?

According to the Consumer Rights service platform’s website, a service employee will contact the consumer to verify the details of the complaint within two working days from the date of opening the complaint. The settlement between the two parties will be approved within four working days from the date of investigation of the details of the complaint. The period for closing the complaint ranges between four and 10 working days from the date of opening it, depending on the type of complaint submitted.

How to lodge a complaint through the Consumer Rights service platform

Follow these steps to file a complaint, once you have ensured your case is eligible:

Step 1: Gather documents

Before starting the complaint process, ensure you have enough evidence to prove what was promised varies from what was delivered. You will need to scan these documents and keep them ready for uploading during the complaints process. Examples of proof include:

  • Purchase invoices or receipts
  • Service or maintenance contracts
  • Supporting documents, like photographs, video recordings
  • Communication documents, like email correspondence or chat logs

Step 2: Submit the complaint

The customer can now submit a complaint request. Visit the website: consumerrights.gov.ae/en/submit-a-complaint/consumer-complaints. Here, you will find three distinct ways to submit a complaint, based on the nature of your case:

  • Consumer complaint: Submit a general complaint about a DET-registered retailer or service provider
  • Disturbing calls: Select this option if you have received disturbing calls from a DET-registered business.
  • Price complaint: Select this option if you have been asked to pay more than you expected.

In each of these cases, you will be directed to an online form, where you can fill in the following details:

  • Full name
  • Mobile number
  • Email
  • Nationality
  • Select if you are a Resident or Tourist
  • Company name
  • Commercial sector
  • Complaint type
  • Complaint details
  • Attachments (for supporting evidence)

Step 3: Verification of details

A service employee will contact you within two working days to verify the details of the complaint. The employee may request additional documents, and the customer has two working days to provide them.

Step 4: Jurisdiction test

The complaint is reviewed to ensure it falls within the Consumer Rights department's jurisdiction. If the complaint cannot be accepted, you will be notified.

Step 5: Defendant contact

The service employee contacts the defendant (the establishment that is being complained about) to discuss the details of the complaint. The employee then works to initiate a settlement discussion between you and the defendant.

Step 6: Settlement negotiation

The service employee then mediates a settlement discussion between you and the business establishment. Both parties work towards a resolution that is mutually agreed upon.

Step 7: Settlement approval

The settlement is formally approved, once both parties reach an understanding. The implementation date and method are documented, and both you and the establishment will then receive notifications by SMS and email, with all the settlement details.

Step 8: Implementation review

On the date of the implementation, a review is conducted in order to confirm that the settlement has been fulfilled. If you, as a complainant, do not confirm implementation, the complaint is escalated to the complaints follow-up team.

Step 9: Further action

The follow-up team contacts the establishment to ensure the settlement is enforced, or to take any necessary administrative actions. The customer is kept updated on the status of the complaint through the website.

If you still have further questions or want to follow up, you can contact the DET’s Consumer Protection department via the following methods:

Consumer Protection Call Centre: 600 54 55 55 (Timings: 8am to 8pm)

Email: consumerrights@dubaidet.ae