Consumer rights in the UAE
The UAE government provides an extremely welcoming environment for entrepreneurs with quality infrastructure, swift online services and a wealth of operational benefits. Similarly, the UAE consumer rights have also been designed with care to ensure that customers are protected and their rights are respected by companies operating in the country.
UAE CONSUMER RIGHTS
The Ministry of Economy in the UAE has various departments tasked with overseeing different aspects of the companies and organisations operating in the UAE market. The Consumer Protection Department is one of its key divisions which implements and executes consumer rights laws in the UAE.
CONSUMER PROTECTION DEPARTMENT
There are seven different tasks that are under the purview of the Consumer Protection Department, which ensures that the UAE consumer’s rights are upheld.
- Administer the implementation of the general consumer protection policy by working alongside the relevant state authorities.
- Work along with the relevant state authorities to put an end to any unfair commercial practices which may harm consumers.
- Work with relevant state authorities to inform consumers about their rights and ways to report any potential violations.
- Work to control price fluctuations.
- Combat monopolies and work towards achieving fair trade.
- Register complaints by consumers and adopt the necessary process to rectify any issues or refer each case to the competent authority. Complaints may be submitted by the consumer or come via the consumer protection association or a representative of the consumers.
- Publish different recommendations and discussions which can increase awareness among consumers.
DEPARTMENT OF ECONOMIC DEVELOPMENT (DED)
The Consumer Protection Department and Department of Economic Development (DED) work together in each emirate to deal with issues relating to UAE consumer rights. Coordination between different departments which deals with consumer protection rights in the UAE is essential.
CONSUMERS RIGHTS COMPLAINTS UAE
If you have any complaints regarding the infringement of UAE consumer rights, you can call the ministry hotline at 600-522-225. Moreover, consumer complaints can also be made on the official website.
Similarly, the price monitor with the official price listing of a range of goods is available on the official website. If you are concerned about a retailer selling overpriced products, you can also refer to the price monitor.
The Consumer Protection Card has to be displaced by retailers, so if this is not being done at any store or outlet you are visiting, it can be brought to the attention of this department.
There are individual departments in different emirates, which can be contacted as well.
- Abu Dhabi: +971-2-815-8888
- Dubai: +971-60-054-5555, official website and consumers app
- Sharjah: 80-080-000 and official website
- Ajman: 80-070 and official website
- Umm ul Quwain: +971-6-765-2200
- Ras Al Khaimah: +971-7-204-4444 and official website
RECALLING OF DAMAGED PRODUCTS
Any items that does not adhere to the standards set by the government are recalled and in some circumstances, consumers also have the right to request a full refund. Typically, recalls are requested for vehicles, electronics and any other goods that impact the health and safety of the consumer.
CONSUMER RIGHTS LAWS IN THE UAE
Consumer rights are protected by Federal Law No. 24 of 2006.
RIGHTS
- Right to know: Accurate information about the service or good i.e. manufacturing and expiry date, ingredients etc.
- Right to choose: Have multiple options with regards to goods or services at a competitive quality and rate.
- Right to representation: To be able to express an opinion regarding prices, quality and availability of services and goods.
- Right to be informed: To know about consumers’ rights and responsibilities.
On the other hand, consumers also have some responsibilities
RESPONSIBILITIES
- Verify the details of the goods or service. Compare it with other available options including specifications, pricing and warranty being offered.
- Examine the good or service to ensure that it complies with the specifications and requirements.
- Document the agreement made by the seller, attain the purchase invoice and ensure that the details on the invoice reflect the actual transaction before leaving the point of sale.
- Follow instructions provided in the manual of the product.
- If there are any issues, visit the shop and try and resolve it before making any official complaint to the Consumer Protection Department.
- Know the policies with respect to replacement and return.
- Report any illegal practices against retailers who do not comply with the laws and regulations.
CONSUMER PROTECTION LAW (UPDATE)
In 2019, the UAE cabinet approved a new consumer protection law, which was in-line with the Unified Law on Consumer Protection of the Gulf Cooperation Council Countries (GCC). It had these provisions.
- Protecting consumers with stable prices.
- Ensuring that goods and services are made available to the customers as per their needs according to the production and distribution practices.
- Limiting tactics which increase control over prices and impact consumers negatively.
- Encouraging a sustainable style of consumption.
- Protecting customers from potential hazards.
- Regulating commercial agents, advertisers and suppliers to protect the rights of consumers.
- Creating conditions which help develop a free market where consumers have the right to choose freely at fair pricing.
- Encouraging the implementation of a code of ethics for producers and distributors.
The authorities are vigilant and swiftly act upon any complaint if the correct procedure is followed. While there are some well-defined rules to protect consumers in the UAE, it’s also important for the customer to take their responsibilities as residents seriously. If you have just moved here, there are some basic rules to life in Dubai, which would come in handy during your time here.
Stay tuned to MyBayut and learn about all the updates in rules and regulations in the UAE.
