Consumer Complaints (Public Authority for Consumer Protection)
Written in plain language for general understanding. This is educational content, not legal advice. Based on Omani royal decrees, ministerial decisions, and the Basic Statute of the State.
Omani National Law
What is this right?
The Public Authority for Consumer Protection (PACP) is Oman's main body for handling consumer complaints:
- Free service: Filing a complaint with the PACP is free of charge.
- How to file: You can file online through the PACP website or app, by calling 1222, or by visiting a PACP office in person.
- Investigation: The PACP investigates complaints, inspects businesses, and can order refunds, replacements, or penalties.
- Mediation: The PACP first tries to mediate between the consumer and the business. If mediation fails, the case may be referred to court.
- Penalties: Businesses found in violation face fines of up to OMR 50,000, temporary closure, or licence revocation for serious or repeat offences.
When does it apply?
- You have a complaint about a product or service purchased in Oman.
- A business refuses to give you a refund, honour a warranty, or resolve a problem.
- You witness price manipulation, expired goods, or unsafe products being sold.
What should you do?
- Try to resolve the issue directly with the business first — keep written records of your attempts.
- If unresolved, call 1222 or file a complaint online at the PACP website.
- Provide your receipt, warranty, photos of the problem, and any communication with the seller.
- Follow up on your complaint — the PACP will assign a case number for tracking.
What should you NOT do?
- Do not throw away your proof — receipts, packaging, and correspondence are essential for your case.
- Do not accept a verbal resolution — get any agreement in writing.
- Do not threaten or harass the business — let the PACP handle enforcement.
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