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  • Know your rights
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Promoting transparency and building confidence

Consumers are entitled to fair treatment, transparency and choice when engaging with businesses. This includes access to clear terms, accurate information about products and services, and the ability to compare quality and prices.

Customers also have the right to proper documentation, the right to lodge complaints and the right to seek compensation when purchases do not meet agreed terms. These rights ensure confidence and fairness in every transaction.

When to file a complaint

Filing a complaint is essential when a product or service undermines health, safety or basic consumer rights. For instance, consumers should act if a product poses health risks, if information such as expiration dates or ingredients is missing or incorrect or if they lack fair access to quality options at competitive prices. Complaints are also valid when the quality of a product or service does not match what was promised or falls short of reasonable standards.

Complaints help uphold fair consumer standards if lodged when terms agreed upon at purchase are not honoured – such as warranties, return policies or specified product details – or when businesses engage in illegal practices. If direct attempts to resolve issues with a seller fail, a formal complaint can be the next step to finding a solution. Knowing when to file a complaint empowers consumers, strengthens their rights and encourages better practices for all.

Submit a complaint
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Tips for consumers on resolving issues

Direct communication

Businesses in Dubai are committed to customer satisfaction. Share your concerns with the staff and provide all necessary purchase receipts for validation.

Ask for a supervisor

If the initial staff member cannot resolve your issue, ask to speak with a manager or supervisor who has the authority to address more complex problems.

Negotiate a solution

Offer or accept a reasonable solution that benefits both parties. This might be an exchange instead of a refund, or a service re-do instead of compensation.

Safeguarding business practices

Running a business requires a clear grasp of rights and responsibilities to build trust and credibility with customers. Understanding these principles enables businesses to reduce risks, strengthen relationships and create a solid foundation for growth through ethical and fair trade practices.

Businesses facing a customer complaint will have the chance to present their side of the story, and the system aims to resolve most complaints by reaching a compromise that is satisfactory to both the consumer and the business they complained about.

What happens when a complaint is made?

When a consumer complains, a service employee will check their documentation and ensure the complaint falls within DET's jurisdiction. If your business is licensed by DET, the employee will then contact you.

The service employee will explain the details of the complaint, and will work with you and the complainant to discuss a settlement that is acceptable to both of you.

Once the settlement is agreed by you and the complainant, an implementation date and method will be documented and confirmed by SMS and email. It is your responsibility to honour the agreement. If you don't agree to the settlement, the complaints follow-up team may take further enforcement or administrative actions against you.

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Tips for businesses dealing with complaints

  • Conduct internal reviews

    Investigate the consumer's complaint internally, assess the quality of the product or service and address the issue promptly and appropriately. Implement measures to prevent similar incidents happening in the future.

  • Keep detailed records

    Aim to formalise all arrangements in writing, whether through contracts, emails, or purchase orders. This minimises misunderstandings and provides clear terms for reference if any issues need resolving later.

  • Make a positive gesture

    Ensure the customer leaves satisfied by addressing their concerns thoughtfully. Offering a goodwill gesture, such as a partial refund, written apology or complimentary service, can help resolve the issue effectively.

  • Offer alternative solutions

    If a full refund is not possible, propose options such as store credit, a product exchange or a discount on future purchases to satisfy the customer. Ideally you will be able to come to an arrangement that satisfies both parties involved.

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