Special Features
Dubai Consumer Rights
The Consumer Code of Rights was issued under UAE Federal Law (24) 2006 by the Ministry of Economy (MoE). In Dubai, the Department of Economic Development’s (DED) Commercial Control and Consumer Protection Division has been charged with the responsibility to ensure that consumers and retailers alike comply with the Consumer Code of Rights, understand their responsibilities and, where resolution is sought, facilitate this process between retailers and consumers.Areas that DED Consumer Rights can help you with:
• Commercial fraud related to the type, nature, product information and quality of products or services.
• Sellers´ refusal to honor the guarantee or after-sale service or their refusal to remedy defects.
• Sellers´ non-compliance with the terms of promotional offers advertised.
• Service providers that carry out the work differently from what was agreed on verbally or in writing.
• Any practices by sellers that breach consumer Code of Rights.
• Online purchases from Dubai-based companies
• DED cannot assist consumers If products and services have been bought from unlicensed retailer / sellers, e.g. street vendors
Areas other Government bodies can help you with:
• Complaints about prices – Ministry of Economy
• Complaints regarding insurance companies – Ministry of Economy
• Disputes between trading companies – Chamber of Commerce
• Complaints about Free zones – Free Zone Authorities
• Complaints against hotels and travel agencies – Department of Tourism and Commerce Marketing
• Complaints about down payments and deposits – Dubai Courts
• Banking and money exchange related complaints – Central Bank
• Complaints against hospitals, clinics and medical centers – Ministry of Health, Dubai Health Authority
• Complaints against hospitals, clinics and medical centers – Ministry of Health, Dubai Health Authority
• Complaints about construction, contracting and related consultancy companies – Dubai Municipality
• Property leases and ownership complaints – Real Estate and Regulatory Agency&Dubai Municipality´s Rent Committee
Consumer Code of Rights
1. Goods must meet a level of quality and performance that would be reasonable to expect, given their price and specifications.
2. Goods must be suitable for the purpose that the seller conveys to the consumer, and match the description given to the consumer
3. Services must be carried out with due care and skill
4. Materials used in connection with a service should meet customer requirements
5. Consumers have rights to remedies in the case that there are problems with goods or services provided:
Repairs, replacements and refunds depending on the nature of goods
Having services supplied again or refund its value if cannot be done again.
Consumer Rights Responsibilities
1. Understand product warrantees, guarantees, origin, storage, expiry and the method of use prior to making a purchase
2. Request a receipt from the seller and ensure that the details on the receipt are correct. Receipts should be kept for your records.
3. For products with an extended lifespan, ensure that you understand the details of the after-sale services and warrantees.
How to contact us
There are several ways in which you can register a complaint at DED, these include telephone, fax, email, website or a personal visit to DeD consumer protection division.
In all instances you will be expected to provide your name and contact details, full details of the retailer / service provider and a description of the case to be lodged. You should ensure that all supporting documents related to the case are with you at the time of lodging your complaint.
The Consumer Protection division will provide you with a unique case number which should be quoted when enquiring about the progress of your case which we will seek to resolve within 2 working days.
Call ´Ahlan Dubai´ +971 600 545555
Fax +971 4 450 3996
Email consumerrights@dubaided.gov.ae
Website: http://consumerrights.ae/
