Types of complaint
Before submitting your case, check here whether the Consumer Rights service will be able to help you. The service can act on and enforce certain types of complaint, but is unable to help with those that do not meet its criteria.
Eligible complaints
You may submit a complaint against an establishment licensed by the Department of Economy and Tourism in Dubai.
The main types of complaint that consumers can lodge include:
- Product quality issues, such as repeated malfunctions or faulty goods
- Service delays or failure to complete services within agreed timelines
- Disputes over the terms or fulfilment of service or maintenance contracts
- Complaints related to pricing discrepancies or unfair charges
- Refund or exchange issues, particularly in cases of defective products
- Disagreements regarding the implementation of warranties or guarantees
- Consumer mistreatment or unfair business practices by licensed establishments
Ineligible complaints
Complaints that fall outside the scope of the jurisdiction of the Consumer Protection department at DET include:
- Goods or services purchased from a supplier in another emirate
- Complaint about telecommunications or internet services
- Real estate complaints, real estate regulation, and real estate lease contracts
- Food spoilage or expiration
- Electricity and water complaints
- Technical matters that require consulting an expert
- Investments
- Bank complaints
- Licensed money exchangers in the emirate
- Insurance companies
- Cybercrime complaints (for example, about unlicensed websites)
- Fraud
- Consumer mistreatment (this should be referred to Dubai Police)
- Corrupt, expired or counterfeit cosmetics
- Contracting and construction
