Right to File Consumer Complaints (MoC 1900)

Source: Royal Decree No. M/4 of 2014 (Consumer Protection Law), Articles 15-18; Ministry of Commerce Consumer Complaint Regulations

Written in plain language for general understanding. This is educational content, not legal advice. Based on Saudi royal decrees, regulations, and ministerial decisions.

Saudi National Law

What is this right?

Saudi Arabia provides multiple channels for consumer complaints:

  • MoC hotline (1900): Call the Ministry of Commerce at 1900 to report consumer rights violations 24/7.
  • MoC app: The Ministry of Commerce mobile app lets you file complaints with photos and documents attached.
  • Maroof platform: Report issues with online sellers through maroof.sa, which tracks seller ratings and complaints.
  • Investigation: The MoC investigates complaints and can fine businesses, order refunds, and shut down repeat offenders.
  • Consumer associations: The Saudi Consumer Protection Association provides free advice and can advocate on your behalf.

Businesses are prohibited from retaliating against consumers who file complaints.

When does it apply?

  • A business violated your consumer rights — defective product, deceptive advertising, refusal to accept returns, overcharging, etc.
  • A seller is not responding to your complaint directly.
  • You want to report a health or safety risk related to a consumer product.

What should you do?

  • Try to resolve the issue with the seller first — keep a record of your attempts.
  • Call 1900 or use the MoC app to file a formal complaint with supporting documents.
  • Include evidence — receipts, photos, screenshots of advertisements, and written correspondence.
  • Follow up on your complaint through the same channel — you will receive a reference number.

What should you NOT do?

  • Do not wait too long — file complaints promptly while evidence is fresh.
  • Do not exaggerate or fabricate claims — false complaints can result in penalties against you.
  • Do not accept a business telling you "complaints are not allowed" — your right to complain is protected by law.

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