Right to File Consumer Complaints
Written in plain language for general understanding. This is educational content, not legal advice. Based on UAE federal decrees, laws, and ministerial decisions.
UAE Federal Law
What is this right?
UAE consumers have a clear right to file complaints and seek resolution when their rights are violated:
- Free complaint filing: Filing a consumer complaint with the DED is free in most emirates.
- Multiple channels: You can file complaints through the DED office, hotline, website, or mobile app in your emirate. Dubai uses the Dubai Consumer app; Abu Dhabi uses the TAMM platform.
- Mediation: The DED first attempts to mediate between you and the business. Most complaints are resolved at this stage.
- Escalation: If mediation fails, you can escalate your case to the courts. Small claims courts handle disputes up to AED 500,000 with simplified procedures.
- Compensation: You can claim compensation for financial losses, product replacement, and in some cases, moral damages.
When does it apply?
- You have a dispute with a business or service provider in the UAE.
- Your consumer rights have been violated — defective product, overcharging, poor service, or failure to honour a warranty.
- This applies to all types of consumer transactions — retail, services, and online purchases.
What should you do?
- Gather your evidence: receipts, warranty cards, photos of the defect, correspondence with the business, and any contracts.
- File a complaint through the DED in your emirate — Dubai (600-545555), Abu Dhabi (800-555), Sharjah (06-5121112).
- Attend the mediation session when called — bring all your documents.
- If mediation fails, file a case in the small claims court — you can do this without a lawyer for smaller amounts.
What should you NOT do?
- Do not threaten the business on social media first — defamation laws in the UAE are strict, and public complaints can backfire legally.
- Do not accept a verbal promise from the business — get any resolution agreement in writing.
- Do not wait too long to complain — file your complaint as soon as possible while evidence is fresh.
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