FAQs:
What are the cases that I can complain about?
Complaints are made against the provider of goods and services does not commit to the national
and local laws and regulations, such as the following:
1- Commercial fraud, i.e., selling counterfeit goods or offering services and goods that are
not meeting specifications.
2- High prices.
3- After sale services issues.
4- The provider refuses to refund money or exchange damaged or defected goods.
5- The provider is not committed to product labeling that clearly imply the name, nature,
type and ingredients of the product, production and expiry dates, net weight, country of
origin and country of export (if applicable).
6- The provider offers goods without price tags clearly displayed.
7- The provider does not provide the consumer with a dated invoice which includes goods
description, price and any other information.
8- The provider does not provide spare parts for durable goods within a limited period, or
does not comply with guarantees announced or agreed upon with the consumer.
9- The provider is not committed to health and safety requirements.
How can I complain?
Physically, through visiting the Consumer Protection Section in the Department of
Economic Development and filling the complaint form.
Calling the toll free 8008811 from Sunday to Thursday.
Emailing the complaint to the Consumer Protection Section mail:
consumer@adeconomy.ae.
Sending the complaint to fax number: 0097124031636.
What are the procedures taken when I submit a complaint?
1- A complaint is submitted through any of the above-mentioned channels.
2- Consumer Protection Section calls the defendant to verify the complaint.
3- The complainant receives response within 48 hours.
4- Consumer Protection Section tries to bring all the parties together and solve the problem
amicably or legally as per consumer's protection laws.
5- The complaint is referred to the Ministry of Economy's Dispute Settlement Committee in
case of not reaching to a suitable solution.
Note:
To receive the best response to your complaint, make sure you submit the invoice, the
guarantee or any other document with valid guarantee date. Precise information and non-
generalization are highly appreciated as they help us to handle the problem and find an
instant solution for it.
"Dear Consumer, we aim to protect you, so do not hesitate to contact us"