How to file a consumer complaint in Dubai for overpricing, defective products, or poor service

Dubai: Bought a product in Dubai that didn’t live up to its promise? Struggling to get a refund for a defective item because the shop won’t honour its return policy? Noticed an unexpected price hike at your local grocery store? Having trouble with warranty coverage on a washing machine repair? Or perhaps you’re receiving unwanted cold calls from businesses?

You are not alone and you don’t have to put up with it. These are common concerns for many consumers in Dubai, and you have the right to speak up. The Dubai Department of Economy and Tourism (DET) offers a clear and accessible way to raise complaints through its Consumer Rights initiative. This guide explains the process and helps you understand your rights, the types of complaints you can file, and how the system works. 

The Dubai Department of Economy and Tourism (DET) manages consumer complaints through its Consumer Rights initiative. This initiative promotes transparency and fairness in the marketplace and helps protect both consumers and businesses. The Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT) is part of this initiative. Its role is to build trust between consumers and businesses by resolving disputes, maintaining ethical business practices, and setting standards for economic activity.

As a consumer in Dubai, you are entitled to:

You should file a complaint if your rights as a consumer have been violated or if a product or service undermines health, safety, or basic consumer protections.

For example, action should be taken if a product poses health risks, or if important details such as expiration dates or ingredients are missing or inaccurate. A complaint is also valid if you are denied fair access to quality options at competitive prices, or if the quality of a product or service does not match what was promised or falls below reasonable standards.

You are also encouraged to file a complaint if agreed-upon terms are not honoured at the time of purchase, such as warranties, return policies, or specific product details or if businesses engage in illegal practices. If your direct attempts to resolve the issue with the seller are unsuccessful, filing a formal complaint may be necessary to reach a resolution.

Before filing a formal complaint, it’s important to first raise the issue with the business staff and provide all necessary receipts to validate the purchase. If the staff member is unable to resolve the problem, ask to speak with a manager or supervisor who has the authority to deal with more complex issues.

Try to reach a fair and reasonable solution that works for both parties. This might involve accepting an exchange instead of a refund, or opting for a service re-do instead of monetary compensation. If no agreement can be made, or if the business refuses to negotiate, then you may go ahead and file an official complaint.

Before submitting your complaint, check whether the DET Consumer Rights department can assist. Some issues fall outside its scope.

Eligible complaints

You may file a complaint against any business licensed by the Department of Economy and Tourism in Dubai. Common types include:

Ineligible complaints

The following types of complaints are not handled by DET’s Consumer Rights division:

Before submitting your complaint, make sure you have gathered the necessary documentation. You will need to provide proof of what was promised and what was delivered—or what you did not receive. A valid invoice issued by an establishment licensed in Dubai is typically required.

The business must have a trade licence issued in Dubai. Complaints involving businesses licensed in other emirates, or those related to sectors such as tourism, banking, real estate, insurance or construction, will not be accepted.

1. Visit the official Dubai Consumer Rights website - consumerrights.gov.ae

2. Click on ‘Submit a Complaint’, select ‘For Consumers’, then click the submit button.

3. Fill in the following details:

If you are unsure about how to file a complaint, whether your complaint is eligible, or if you have any further questions, you can call the DET Consumer Rights call centre at 600 545 555.

In cases where your complaint is specifically related to pricing, such as being charged more than expected you can file a separate complaint by visiting: consumerrights.ae/en/Pages/price-complaint.aspx. If you have received cold calls from a DET-registered business, you can also submit a complaint through a separate link available on the website - consumerrights.ae/en/Pages/disturbing-calls.aspx

Verification of details - Firstly, a service employee will contact you within two working days to verify the details of your complaint. If necessary, you may be asked to provide additional documentation, which must be submitted within two working days.

Jurisdiction check - Next, your complaint will be reviewed to ensure it falls within the jurisdiction of DET’s Consumer Rights department. Complaints that do not qualify, such as those involving purchases in other emirates or relating to sectors like telecommunications, banking, or cybercrime, will not be accepted.

Business contact - If your complaint is eligible, the service employee will then contact the business (also referred to as the defendant) to discuss the complaint. This initiates a process of settlement negotiation between you (the complainant) and the business.

Settlement negotiation - The service employee mediates this negotiation to help both parties reach a mutually acceptable resolution. Once an agreement is reached, the settlement is formally approved, with the method and date of implementation recorded. Both parties will receive notification of the settlement details via SMS and email.

On the agreed settlement implementation date, a review will be carried out to ensure the agreed resolution has been fulfilled. If you, as the complainant, do not confirm implementation, the complaint will be escalated to the complaints follow-up team.

Implementation review - On the agreed date, DET checks whether the settlement has been fulfilled. The follow-up team will then contact the business to ensure compliance with the settlement terms or take necessary administrative actions.

After the complaint has been opened, a service employee will reach out to you within two working days to verify the details. If a settlement is agreed upon, it will be approved within four working days from the completion of the complaint investigation.

The entire process, from submission to resolution, generally takes between four and ten working days, depending on the nature and complexity of the complaint.