"UAE Consumer Rights: Federal Law No. 15 of 2020 Replaces Old Rules"

UAE Consumer Rights: Federal Law No. 15 of 2020 and DET (2025 Update)

The original Federal Law No. (24) of 2006 has been repealed and replaced by Federal Law No. (15) of 2020 on Consumer Protection (amended by Federal Decree-Law No. 5 of 2023) and its Executive Regulations (Cabinet Decision No. 66 of 2023).

1. The Competent Authority (Dubai)

The "Department of Economic Development (DED)" is now part of the Dubai Department of Economy and Tourism (DET).

Old Authority (Article)	Current Authority (2025)
Department of Economic Development (DED)	Dubai Department of Economy and Tourism (DET) - The Commercial Compliance and Consumer Protection (CCCP) sector handles consumer issues.

2. Key Updates and Changes to Rights

The core rights remain (safety, knowledge, choice, etc.), but the new law greatly enhances them:

Old Concept (2006 Law)	Current Legal Reality (2020 Law & 2023 Regs)
Scope: Mainland only.	Expanded Scope: Applies to all goods and services sold in the UAE, including Free Zones and e-commerce platforms registered in the UAE.
Privacy: Not explicitly covered.	Data Protection: Consumers have the explicit right to protection of their privacy and data security. Suppliers are prohibited from using consumer data for promotional/marketing purposes without consent.
Warranties/Remedies: Basic rights to repair/refund.	Enhanced Remedies: Suppliers must repair or replace a defective good/service without charge. The warranty period is extended for the time the product is under repair or delayed due to lack of spare parts.
Harmful Conditions: Not detailed.	Void Contracts: Any contract clause that harms the consumer, grants the supplier a unilateral right to terminate/amend the contract, or exempts the supplier from their legal obligations is null and void by law.
Pricing/Payment: General pricing rule.	Clear Pricing & No Hidden Fees: Suppliers cannot increase the price if the consumer pays by credit card (a major consumer-friendly change). All invoices must be in Arabic (other languages optional).
Penalties: Less stringent.	Strict Penalties: Misleading advertising can result in a fine of up to AED 2 million and/or imprisonment of up to two years.

3. Current Complaint Process (Dubai DET)

The process of talking to the retailer first remains mandatory, but the official channels are modernized:

Old Contact Details (Article)	Current Dubai DET Contact Channels (2025)
Call 'Ahlan Dubai': +971 600 545555	Unified DET Call Centre: 600 54 55 55 (Still the primary number)
Email: consumerrights@dubaided.gov.ae	Current Email: contactdet@dubaidet.ae
Digital Channel: Website/Personal Visit	Preferred Digital Submission: Submit complaints via the Dubai Consumer Rights website or WhatsApp Chat (08:00 - 20:00).
Resolution Time: Aim to resolve most complaints within 30 days.	Current Goal: Resolutions are often reached within 7 days for eligible complaints.

Crucial Advice for Consumers: Always ensure you have a dated, detailed invoice in Arabic (which can include another language) and that the product's condition (new, used, or repaired) is clearly stated.