Know your rights as a consumer in the UAE

What UAE law covers consumer protection?

Your rights as a consumer are protected thanks to article No. (4) of the Federal Law No. 24/2006. It sets out the boundaries covered by the Department of Consumer Protection, to wit:

■ Goods must meet a level of quality and performance that would be reasonable to expect, given their price and specifications;

■ Goods must be suitable for the purpose that the seller conveys to the consumer, and match the description given to the consumer;

■ Services must be carried out with due care and skill;

■ Materials used in connection with a service should meet customer requirements;

■ Consumers have rights to remedies in case there are problems with goods or services provided;

■ Repairs, replacements and refunds depending on the nature of goods, and

■ Having services supplied again or refund its value if cannot be done again.

Does the law include retailers only?

No.

Federal Law No. 24/2006 applies to all services that involve a contract in the UAE. For example, consumers are entitled to complain about price manipulation of products or a substandard service provided by workmen.

What are your rights as a consumer?

The Department of Economic Development (DED) has set out some basic rights and rules for shoppers. Among these are:

■ The consumer has the right to return and get a refund for any defective product;

■ All sellers are bound to display their return and refund policy, and

■ If the consumer chooses to repair the product, the seller must inform him or her of the type of defects and the cost.

Know Your Rights

UAE Federal Law No 24 of 2006 on Consumer Protection defines consumer’s rights and obligations and outlines certain protection measures to fight monopolistic pricing, overpricing and fraudulent commercial activities against consumers, including the Right to Choose: To have multiple options of items and services at competitive prices and quality.

Have a complaint? 

■ Contact Consumer Protection Department, Ministry of Economy on its hotline 60052225 from 8am to 10.30pm daily (except Friday)

If you have had a bad experience with an online grocery
The consumer rights section takes up complaints from individuals who are dissatisfied with a Dubai-based establishment.

How can I register a complaint? Here is the step-by-step guide.
First, you would need to visit https://consumerrights.ae and find the consumer complaint option on the top panel.
Secondly, provide your personal details as well as information on the company concerned.
You would also need to provide the relevant documents or receipts.

Finally, submit your application and a Dubai Economic Department (DED) official will contact you.
This complaint process is not for companies in freezones and other emirates. To complain against a company in a freezone, you would need to contact the related freezone authority.

In Dubai, you can complain through the consumer rights website or the Dubai Consumer app.
Consumer rights hotline in Dubai - 600 545555

Dubai Economic Department also published a daily price monitor for essential items.
Check out the day's price monitor here: https://consumerrights.ae/en/Pages/download-center.aspx
Have a complaint against a company registered in Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Umm Al Quwain or Fujairah?

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