5 important Steps to Secure Your Consumer Rights in the U.A.E with the New Law

 Consumer protection in the UAE-Federal Law No. 15 of 2020 on Consumer Protection (the’ Consumer Protection Law’) was issued on 10 November 2020 and has come under significant focus recently with the implementation of the new Federal Law No. 17 of 2022 on Consumer Protection in October 2023. The UAE's new Consumer Protection Law has made significant improvements to consumer rights and imposed stricter penalties on businesses that break them. The law aims to prevent misleading advertising and obligates businesses to repair or replace defective products. Here are some key points about the new law's provisions concerning these issues.:

The new law also emphasizes the following consumer rights:

1.     Right to accurate and complete information about products and services

2.     Right to fair pricing and protection against hidden fees

3.     Right to return defective products and receive a refund or replacement

4.     Right to file complaints and seek compensation for damages

5.     Right to privacy and protection of personal data 

Channels: You can file complaints with:

Ministry of Economy: Smart Protection platform or toll-free number 800 1222.

Department of Economic Development (DED): Contact your local DED office.

Consumer Protection Department - Central Bank of UAE: Online portal or +971 4 216 4622.

Courts: For serious issues requiring legal action and compensation.

Here are some key points to know about consumer protection and fines in the UAE:

 Misleading advertising:

Imprisonment of up to two years: This is a significant increase from the previous maximum penalty of a fine of AED 2 million. The imprisonment penalty is meant to deter businesses from intentionally deceiving consumers. A fine of AED 10,000 to AED 2 million: This fine applies to both intentional and unintentional misleading advertising. The amount of the fine will be determined by the severity of the violation and the potential harm caused to consumers.

Up to AED 2 million: This is the maximum fine that can be imposed for various violations, including:

• ·       Misleading advertising and pricing
• ·       Failure to provide clear information and labeling
• ·       Refusal to repair or replace defective products without charge
• ·       Violation of technical regulations for food and other products
• ·       Disposal of retained food or feed

Imprisonment: In addition to fines, imprisonment of up to two years can be imposed for certain violations, such as:

Misleading advertising with intent to deceive

Refusal to repair or replace defective products:

Imprisonment of up to two years: This applies to situations where the supplier refuses to repair or replace a defective product that causes harm to the consumer.

A fine of AED 10,000 to AED 2 million: This fine applies to all cases where the supplier refuses to repair or replace a defective product, regardless of whether harm is caused.

These new penalties are a clear signal that the UAE government is serious about protecting consumers from unfair and deceptive practices. Businesses should take note of these changes and ensure that they comply with the new law in order to avoid penalties.

 Graded approach: The severity of the fine depends on the nature of the violation and the potential harm caused. For minor offenses, a warning may be issued first, followed by escalating fines for repeat offenses.

 Consumer rights: 

The new law also emphasizes the following consumer rights:

·       Right to accurate and complete information about products and services

·       Right to fair pricing and protection against hidden fees

·       Right to return defective products and receive a refund or replacement

·       Right to file complaints and seek compensation for damages

·       Right to privacy and protection of personal data

Resources for consumers: 

Ministry of Economy: This is the main government body responsible for consumer protection in the UAE. You can file complaints through their website or by calling their toll-free number 800 1222.

Department of Economic Development (DED): Each emirate has its own DED, which also handles consumer complaints. You can find contact details for the DED in your emirate on the Ministry of Economy's website.

Consumer Protection Law: The full text of the law is available on the Ministry of Economy's website in both English and Arabic.

It's important for consumers in the UAE to be aware of their rights and to know where to go for help if they believe their rights have been violated. With the new law and strong enforcement measures in place, consumers have a better chance of getting redressal for any issues they face.

How to file consumer cases or complaints

There are several ways to file consumer cases in the UAE, depending on the type of issue you're facing and your preferred course of action. Here are the main options: 

1. Ministry of Economy:

This is the primary authority for consumer protection in the UAE. You can file a complaint through their website, Smart Protection platform, or by calling their toll-free number 800 1222.

The platform allows you to submit details of your complaint, attach supporting documents, and track its progress.

This is the recommended option for general consumer issues related to goods or services.

2. Department of Economic Development (DED):

Each emirate has its own DED, which also handles consumer complaints. You can find contact details for the DED in your emirate on the Ministry of Economy's website.

DEDs offer similar complaint filing procedures as the Ministry of Economy, including online and phone options.

This is a good option if your complaint is specific to the emirate where the issue occurred.

3. Consumer Protection Department - Central Bank of UAE:

This department handles complaints related to banking and financial services. You can file a complaint through their online portal or by calling their number +971 4 216 4622.

Use this option if your complaint concerns a bank, insurance company, or other financial institution.

4. Courts:

You can file a legal case against the provider in civil court if your complaint is more serious or requires compensation beyond what the government authorities can offer.

This is typically a last resort due to the higher costs and complexities involved. Consulting a lawyer is recommended in this case.

Additional Tips:

Gather evidence: Before filing a complaint, collect all relevant evidence supporting your claim, such as receipts, contracts, product photos, and communication logs.

Be clear and concise: When filing your complaint, clearly state the problem, the provider involved, and the desired outcome.

Be proactive in following up on your complaint and keep track of its progress.

Seek legal advice: If you're unsure about the best course of action or require legal support, consider consulting a lawyer specializing in consumer protection law.

Remember, filing a complaint with the Ministry of Economy or your local DED is usually the most efficient and accessible way to resolve consumer issues in the UAE. These platforms offer free complaint resolution services and can impose significant penalties on businesses that violate consumer rights. 

I hope this information helps you navigate the process of filing a consumer case in the UAE.Here are some additional resources that you may find helpful: 

The full text of the Consumer Protection Law: https://www.moec.gov.ae/en/consumer-protection-legislations

Tips for filing a consumer complaint in the UAE: https://www.moec.gov.ae/en/consumer-protection1