Dubai Guide: Filing a Complaint for Defective Products Under the Latest Consumer Protection Law

 Consumers in Dubai are now better protected under Federal Decree No. 5 of 2023, which came into force in October 2023, enhancing consumer rights and protections. Violating the consumer protection law can result in penalties of up to Dh2 million in fines and up to two years of imprisonment. This decree allows consumers to seek compensation for any damages caused by faulty goods or services. If a product or service is found defective, suppliers are required to provide a repair, replacement, or refund. The law also mandates suppliers to display prices clearly, avoid misleading advertisements, and uphold warranties.

If consumers face issues like being charged full price despite advertised discounts or receiving defective products, they can easily file complaints through the Department of Economy and Tourism (DET). The complaint process is straightforward and can be completed by following a few steps on the Consumer Rights website.

How to File a Consumer Complaint in Dubai for Faulty Products?

If you believe your consumer rights have been violated, you can file a complaint with the DET by following these steps:

1. Access the Consumer Rights Portal: Start by visiting the official DET consumer rights website.

2. Navigate to the Complaint Section: Click on the menu icon (three horizontal lines) on the left side of the page.

3. File a Complaint: In the 'Submit Complaint' section, choose 'Consumer Complaints (C2B)'.

4. Review Complaint Guidelines: It's essential to review the guidelines on who is eligible to file a complaint, the businesses excluded from complaints, and the required documents.

5. Enter Your Personal Information: Fill in your personal details, including your name, mobile number, email, and nationality.

6. Detail Your Complaint: Provide the necessary information about the company, commercial sector, type of complaint, and attach any relevant documents.

7. Agree to the Terms and Conditions: Review and accept the terms and conditions, then click 'Submit'.

8. Receive and Track Your Complaint: After submission, you'll receive a complaint reference number via the website, email, and mobile, allowing you to track the status of your complaint.

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