How to File a Consumer Complaint in Dubai — Your Rights & Steps

Federal Law No. 15 of 2020 (Consumer Protection Law) guarantees these rights:

• Right to safe products — all goods must meet UAE quality and safety standards
• Right to accurate information — no misleading advertising or fake claims
• Right to refund or replacement — for defective products within warranty period
• Right to fair pricing — price gouging and hidden fees are prohibited
• Right to privacy — businesses cannot misuse your personal data
• Right to file complaints — free, without fear of retaliation from the business

Follow these steps to submit your complaint:

DET handles a wide range of consumer issues:

• Defective products — electronics, appliances, furniture that break within warranty
• Overcharging — being charged more than the displayed or agreed price
• Misleading advertising — products that don't match descriptions or promotions
• Warranty disputes — businesses refusing to honour warranty terms
• Online shopping issues — non-delivery, wrong items, refund refusals
• Service quality — poor workmanship, incomplete services, unfulfilled contracts
• Hidden charges — surprise fees not disclosed at time of purchase

For e-commerce disputes, additional protections apply:

• Right to return most online purchases within 5 days of delivery (no reason needed)
• Seller must provide clear return and refund policies
• Digital goods and personalised items may be exempt from return rights
• International sellers shipping to UAE are still subject to UAE consumer law
• Payment gateways may assist with chargebacks for non-delivery
• Screenshot all order confirmations, tracking numbers, and correspondence

If mediation fails, you have further options:

• Request formal DET ruling — binding on the business
• File a civil case — Dubai Courts Small Claims Tribunal (up to AED 50,000)
• Contact police — for fraud or deliberate deception (criminal matter)
• Central Bank complaint — for financial product disputes (insurance, banking)
• TDRA — for telecom service complaints (du, Etisalat)