Consumer Complaints (Consumer Protection Authority) in Oman
Reviewed by the Commoner Law Editorial Team. Sourced from Omani royal decrees, ministerial decisions, and the Basic Statute of the State. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
The Consumer Protection Authority (CPA) is Oman's independent body for handling consumer complaints — it operates separately from other ministries and has its own investigation and enforcement teams:
- Free service: Filing a complaint with the CPA is free of charge.
- How to file: Call 1222 (the CPA hotline), use the CPA mobile app, file online through the CPA website, or visit a CPA office in person. Muscat has multiple CPA offices; other governorates have at least one.
- Investigation: The CPA investigates complaints, inspects businesses, and can order refunds, replacements, or impose penalties directly — without requiring court involvement.
- Mediation: The CPA first tries to mediate between the consumer and the business. If mediation fails, the case may be referred to court or the CPA can impose administrative penalties.
- 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 a refund, warranty claim, or resolution.
- You witness price manipulation, expired goods, or unsafe products being sold.
What to Do If a Business in Oman Ignores Your Complaint or Refuses to Help
- Try to resolve the issue directly with the business first — keep written records of your attempts.
- If unresolved, call 1222 or file a complaint through the CPA app or website.
- Provide your receipt, warranty, photos of the problem, and any communication with the seller.
- The CPA assigns a case number — use it to follow up on your complaint's progress.
What should you NOT do?
- Do not throw away your proof — receipts, packaging, and correspondence are essential for the CPA investigation.
- Do not accept a verbal resolution — get any agreement in writing.
- Do not threaten or harass the business — let the CPA handle enforcement, which it does with real authority.
Common Questions
When does it apply — consumer complaints (consumer protection authority)?
You have a complaint about a product or service purchased in Oman.A business refuses a refund, warranty claim, or resolution.You witness price manipulation, expired goods, or unsafe products being sold.
What should I do if a company in Oman refuses to resolve my complaint and I need to escalate to the CPA?
Try to resolve the issue directly with the business first — keep written records of your attempts.If unresolved, call 1222 or file a complaint through the CPA app or website.Provide your receipt, warranty, photos of the problem, and any communication with the seller.The CPA assigns a case number — use it to follow up on your complaint's progress.
What should you NOT do — consumer complaints (consumer protection authority)?
Do not throw away your proof — receipts, packaging, and correspondence are essential for the CPA investigation.Do not accept a verbal resolution — get any agreement in writing.Do not threaten or harass the business — let the CPA handle enforcement, which it does with real authority.