How to File a Consumer Complaint with Dubai's DET: A Step-by-Step Guide

If you’ve encountered issues such as receiving a defective product or being charged full price despite an advertised discount, you can file a consumer complaint with the Department of Economy and Tourism (DET) in Dubai. Under Federal Decree No. 5 of 2023, consumers are protected against such practices and can seek compensation for damages caused by faulty goods or services. Suppliers are required to offer repairs, replacements, or refunds for defective products and must display accurate prices while avoiding misleading advertising.

Violations of the consumer protection law can result in fines up to Dh2 million and up to two years in prison, according to the updated law effective from October 2023.

Here’s how you can file a complaint:

Steps to Submit a Complaint:

1. Visit the Consumer Rights Website: Navigate to the official portal. 

2. Access the Complaint Section: Click the menu icon (three stacked lines) on the left side of the page and select 'consumer complaints (C2B)' under 'Submit Complaint.'

3. Read the Guidelines: Review the provided information to understand who can file complaints, against which companies complaints are accepted, and what documents are needed.

4. Enter Personal Details: Provide your name, mobile number, email, and nationality.

5. Submit Complaint Information: Enter details about the company, commercial sector, type of complaint, and the issue at hand. Attach any supporting documents such as receipts or product images.

6. Agree to Terms and Submit: After reading the terms and conditions, submit the complaint.

7. Receive a Reference Number: A complaint reference number will be provided on the website and sent to your email and phone. You can use this number to track the status of your complaint.

By following these steps, consumers can ensure their rights are protected and hold suppliers accountable for any misconduct.

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