U.A.E Consumer Protection Law Revamped: 46 New Offenses and Fine up to 1 Million

 U.A.E Consumer Protection Law Revamped: 46 New Offenses and Fine up to 1 Million

The United Arab Emirates has taken a significant step towards safeguarding consumer rights with a major overhaul of its consumer protection law. The revamped legislation, introduced in January 2024, introduces 46 new offenses and significantly increases fines, with the maximum penalty reaching a staggering 1 million Dirhams (AED).

 Key Highlights of the New Law: 
46 New Offenses: The law now explicitly defines and penalizes a wider range of unfair practices, including misleading advertising, hidden fees, product safety violations, and failure to provide adequate after-sales services.

Increased Fines: The maximum fine has been quadrupled from AED 250,000 to a hefty 1 million Dirhams, acting as a strong deterrent against consumer exploitation.

Focus on After-Sales Services: The law places greater emphasis on after-sales support, with businesses facing hefty fines for delays or inadequacies in repairs, replacements, and maintenance.

43 Obligations for Businesses: Businesses are now subject to 43 specific obligations regarding pricing, warranties, invoices, and product replacement, ensuring clearer transparency and fairer practices.

Imprisonment as a Penalty: In a first for the UAE, the law introduces the possibility of imprisonment for up to two years in certain cases, such as repeated violations or deliberate consumer harm.

Impact on Consumers and Businesses: 

The revamped law is expected to have a significant impact on both consumers and businesses in the UAE: 

Consumers: With stronger legal protection and harsher penalties for violators, consumers can expect fairer treatment, better quality goods and services, and improved after-sales support.

Businesses: Businesses need to adapt to the new regulations and ensure compliance to avoid hefty fines and potential imprisonment.

Overall, the revamped U.A.E Consumer Protection Law marks a significant step forward in protecting the rights of consumers in the country. It sends a clear message that unfair practices will not be tolerated and empowers consumers to demand better treatment from businesses.

Here are some tips for consumers: 

Be informed. Read the terms and conditions of any contract you sign before you sign it. This will help you to understand your rights and obligations.

Keep records. Keep copies of all receipts, invoices, and other documentation related to your purchases. This will be helpful if you need to file a complaint with a consumer protection agency.

Be aware of your rights. Know what your rights are under consumer law. This will help you to identify unfair practices and to take action if you are treated unfairly.

Shop around. Compare prices and quality before you make a purchase. This will help you to get the best value for your money.

Don't be afraid to complain. If you are unhappy with a product or service, don't be afraid to complain to the seller. If you are not satisfied with the seller's response, you can file a complaint with a consumer protection agency. 

This new law is sure to bring a sense of relief and confidence to consumers in the U.A.E, empowering them to make informed choices and hold businesses accountable for their actions. It also creates a more competitive and fair market environment for businesses that prioritize ethical practices and customer satisfaction.

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

"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.