Dubai Launches Consumer Rights Platform: File Complaints Against Licensed Businesses for Fair Resolutions

Dubai has introduced a new platform for residents and visitors to address grievances related to licensed businesses, including issues with faulty products, service delays, and unfair charges. This initiative, launched by the Dubai Department of Economy and Tourism (DET), aims to streamline the complaint process and ensure consumer rights are upheld.

Overview of the Consumer Rights Complaints Platform

The DET’s Consumer Rights complaints platform is designed for individuals facing challenges with goods or services from establishments licensed by the department. This platform operates under the UAE’s consumer protection laws, addressing a variety of concerns ranging from defective products to service delays and contract disputes. When a complaint is filed, a representative from the DET will investigate the issue and facilitate a resolution between the consumer and the business involved.

Eligibility to File a Complaint

Any resident or visitor in Dubai can submit a complaint against a DET-registered entity. However, only the affected individual or someone with legal power of attorney can file a complaint on their behalf. This ensures that the complaints are valid and directly related to the individual’s experience.

Types of Complaints Accepted

Before filing a complaint, individuals must confirm its validity. The Consumer Rights service can only act on specific types of complaints.

Eligible Complaints

Complaints must be directed at establishments licensed by the DET. The following issues are recognized as valid complaints:

• Product quality concerns, including repeated malfunctions or defective goods.
• Service delays or failure to complete services within the agreed timeframe.
• Disputes regarding the terms or fulfillment of service or maintenance contracts.
• Pricing discrepancies or unfair charges.
• Issues related to refunds or exchanges, particularly for defective products.
• Disagreements over the implementation of warranties or guarantees.
• Instances of consumer mistreatment or unfair business practices by licensed establishments.
• Complaints against websites licensed in Dubai.

Ineligible Complaints

Certain complaints fall outside the jurisdiction of the Consumer Rights service platform. These include:

• Goods or services purchased from suppliers in other emirates.
• Complaints regarding telecommunications or internet services.
• Real estate-related issues, including lease contracts.
• Food spoilage or expiration.
• Complaints about electricity and water services.
• Technical matters requiring expert consultation.
• Financial investments and banking complaints.
• Issues with licensed money exchangers and insurance companies.
• Cybercrime complaints, including those related to unlicensed websites.
• Cases of fraud or consumer mistreatment that should be reported to Dubai Police.
• Complaints about corrupt, expired, or counterfeit cosmetics.
• Contracting and construction disputes.

Timeline for the Complaint Process

Upon filing a complaint, a DET service employee will contact the consumer within two working days to verify the complaint details. A settlement between the involved parties is expected to be approved within four working days following the investigation. The overall duration for resolving complaints can range from four to ten working days, depending on the nature of the issue.

Steps to Lodge a Complaint

To file a complaint through the Consumer Rights service platform, individuals should follow these steps:

Step 1: Gather Necessary Documents

Before initiating the complaint process, consumers should collect evidence that supports their claims. This may include:

• Purchase invoices or receipts.
• Service or maintenance contracts.
• Supporting documents such as photographs or video recordings.
• Communication records, including emails or chat logs.

Step 2: Submit the Complaint

Consumers can submit their complaints via the DET website. There are three options available based on the nature of the complaint:

• Consumer Complaint: General complaints about a DET-registered retailer or service provider.
• Disturbing Calls: For complaints regarding unwanted calls from a DET-registered business.
• Price Complaint: For instances where consumers have been charged more than expected.

Each option leads to an online form requiring details such as:

• Full name
• Mobile number
• Email address
• Nationality
• Status as a Resident or Tourist
• Company name
• Commercial sector
• Type and details of the complaint
• Attachments for supporting evidence

Step 3: Verification of Details

A DET service employee will reach out within two working days to confirm the details of the complaint. Additional documentation may be requested, and consumers will have two working days to provide this information.

Step 4: Jurisdiction Assessment

The complaint will be reviewed to ensure it falls within the jurisdiction of the Consumer Rights department. If not accepted, the consumer will be notified.

Step 5: Contacting the Defendant

The service employee will contact the business being complained about to discuss the complaint details and initiate settlement discussions.

Step 6: Settlement Negotiation

The service employee will mediate discussions between the consumer and the business to reach a mutually agreeable resolution.

Step 7: Settlement Approval

Once an agreement is reached, the settlement will be formally approved. Both parties will receive notifications via SMS and email detailing the settlement.

Step 8: Implementation Review

On the agreed implementation date, a review will confirm that the settlement has been fulfilled. If the complainant does not confirm implementation, the complaint will be escalated to the follow-up team.

Step 9: Further Action

The follow-up team will ensure the settlement is enforced and take any necessary administrative actions. Consumers will be kept updated on the status of their complaint through the website.

For further inquiries or to follow up on a complaint, consumers can contact the DET’s Consumer Protection department via:

• Consumer Protection Call Centre: 600 54 55 55 (available from 8 am to 8 pm)
• Email: consumerrights@dubaidet.ae

Source: www.emirates247.com

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Published on 2026-07-15 10:00:00 • By the Editorial Desk