How to File a Complaint Against a Company in Dubai

To file a complaint against a company in Dubai, gather all necessary information, including the company’s details, a detailed description of the problem, and supporting documents.

First, contact the company directly to resolve the issue. If the problem remains unresolved, file a complaint with the Department of Economy and Tourism (DET) through their website or the Dubai Consumer app.

Follow up on your complaint using the reference number provided. If needed, escalate the complaint to higher authorities like the Ministry of Economy or Dubai Courts.

Let’s get into the details of how to file a complaint against a company in Dubai. Read on!

Know Your Rights as a Consumer

Before filing a complaint, it’s essential to understand your rights as a consumer in Dubai. The UAE has robust consumer protection laws designed to safeguard your interests.

The Law No. 15 of 2020 on Consumer Protection states that you have the right to:

• Standard quality of goods and services.
• Obtain goods and services at the declared price.
• Health and safety when using goods or services.
• Privacy and data protection.
• Fair compensation for damages caused by defective goods or inadequate services.

Step-by-Step Guide to Filing a Complaint

Steps to file a complaint against a company in Dubai requires the following steps:

1. Gather necessary information
2. Contact the company directly
3. File a Complaint with the Department of Economy and Tourism (DET)
4. Follow Up on Your Complaint
5. Escalate the Complaint if Necessary

Gather Necessary Information

Before you file a complaint, ensure you have all the necessary information at hand. This includes:

• The name and contact details of the company.
• A detailed description of the issue.
• Any relevant documents such as contracts, receipts, or emails.

Contact the Company Directly

Contact that company directly because the administration may resolve the issues directly in many cases. Explain your problem clearly and provide any supporting documents. Most companies are willing to resolve complaints to maintain their reputation.

File a Complaint with the Department of Economy and Tourism (DET)

If the company does not resolve your issue, you can file a complaint with the Department of Economy and Tourism (DET) in Dubai. Here’s how:

Online

1. Visit the DET Consumer Rights website.
2. Fill out the complaint form with your details and the nature of your complaint.
3. Attach documents such as receipts or contracts.
4. Submit the form.

Mobile App

1. Download the Dubai Consumer app from the App Store or Google Play.
2. Register or log in to your account.
3. Fill out the complaint form and attach any supporting documents.
4. Submit your complaint.

Follow Up on Your Complaint

You will receive a reference number once you have filed your complaint. Use this number to follow up on the status of your complaint. The DET aims to resolve complaints within four working days.

Escalate the Complaint if Necessary

If the DET does not resolve your complaint, you can escalate the process by contacting the higher authorities. For example, you can contact the Ministry of Economy or Dubai Courts. Make sure you have the necessary documents and evidence good enough to support your case.

Common Issues People Complain About

In Dubai, residents and consumers often file complaints about various issues. Some of the most common complaints include:

Sewage Network Obstruction: Blockages in the sewage network are a frequent complaint.

General Waste Removal: Problems with waste collection and removal are also common.

Rental Disputes: Issues such as non-payment of rent, lease violations, property maintenance, disputes over security deposits, and termination of lease agreements.

Consumer Goods and Services: Complaints about defective products, poor service, and misleading advertisements.

What is the Average Time to Resolve a Complaint?

The time it takes to resolve a complaint in Dubai varies. It depends on the nature of the complaint and the involved parties. However, the DET aims to resolve complaints within four working days. For rental disputes, the Arbitration Department tries to resolve the dispute within 15 days.

Can you File a Complaint Anonymously?

Yes, you can file a complaint anonymously in Dubai. The Al Ameen service by Dubai Police allows residents and visitors to report incidents anonymously. Here are the ways to file a complaint anonymously:

• Visit the Al Ameen website.
• Dial the toll-free number 800 4444.
• WhatsApp: Send your concern to +971 54 800 4444.
• SMS: Send an SMS to 4444.