How to File a Complaint with Dubai Consumer Protection (2025 Guide)

If you’ve experienced unfair pricing, defective products, or poor service in Dubai, you don’t need to stay silent. The Dubai Consumer Protection Department, under the Dubai Department of Economy and Tourism (DET), makes it easy to file a complaint and protect your rights as a customer.

This 2025 guide explains how to submit your complaint, where to file it, and what happens next.

What Is Dubai Consumer Protection?

Dubai Consumer Protection is the official authority that handles disputes between consumers and businesses licensed in Dubai.
Its role is to:

• Ensure fair pricing and honest advertising
   
• Protect customers from fraud or misrepresentation
   
• Help resolve refund, replacement, or service issues
   

Important: The service only covers businesses licensed in Dubai. Complaints about telecom, banking, insurance, or real estate must be raised with their respective regulators.

Before Filing a Complaint

Always try to resolve the issue directly with the business first.
If that fails, prepare the following:

• Invoice or proof of purchase
   
• Screenshots or written communication with the company
   
• Product photos or service evidence
   

Having clear proof helps speed up the resolution process.

How to File a Complaint with Dubai Consumer Protection

You can submit a complaint through any of these official channels:

1. Through the Dubai Consumer App

• Download the Dubai Consumer App (available on Android & iOS).
   
• Register with your name, mobile number, and ID details.
   
• Select “Submit a Complaint.”
   
• Add company details, description, and attach supporting documents.
   
• Submit and note your case reference number for tracking.
   

2. Via the Official Website

• Visit https://consumerrights.ae/en/submit-a-complaint/consumer-complaints
   
• Fill in the online form with your complaint details.
   
• Attach the invoice or evidence.
   
• You’ll receive a confirmation and tracking number by email or SMS.
   

3. By Phone

• Call: 📞 600 545 555 (Dubai Economy Consumer Rights Helpline)
   
• Provide your issue summary, business name, and contact info.
   
• A case may be logged on your behalf or you’ll be guided to the correct platform.
   

Note: In-person visits are usually not required. Most complaints are handled online or via the app.

Response and Resolution Time

• You’ll usually receive an acknowledgment within 2 working days.
   
• Simple complaints are resolved in 4–10 working days, depending on complexity.
   
• You can track progress through the app or by calling the helpline.

What Happens After You Submit

• DET contacts the business for clarification or proof.
   
• The department mediates between both parties.
   
• If violations are confirmed, corrective actions or fines may follow.
   
• You’ll receive a final update once the case is closed.
   

 Tips for a Successful Complaint

• Keep your explanation clear, polite, and factual.
   
• Attach strong supporting documents.
   
• Don’t file multiple complaints for the same issue.
   
• Only submit if the business is licensed in Dubai.
   

Legal Background

Consumer rights in the UAE are protected under Federal Decree-Law No. 5 of 2023, amending Federal Law No. 15 of 2020 on Consumer Protection.
This ensures every consumer in the UAE has the right to:

• Safety of goods and services
   
• Clear product information
   
• Fair treatment and refunds for faulty items
   

Why It Matters

Dubai’s strict consumer laws make it one of the fairest markets in the Middle East.
Filing a complaint through the right channels ensures your voice is heard — and helps improve the city’s service standards for everyone.

Final Thoughts

If you’ve been overcharged, received poor service, or were sold a faulty product, don’t hesitate to report it.
Use the Dubai Consumer App or ConsumerRights.ae to file your complaint quickly and securely.

Your feedback helps keep Dubai a safe, transparent, and customer-first city for residents and visitors alike.