How to Complain About a Company in Dubai?

Dubai offers several avenues for lodging complaints against companies, depending on the nature of the issue and the sector involved. The process generally requires providing clear details and supporting evidence.

General Consumer Complaints

For most complaints against retailers or service providers registered in Dubai, the primary authority is the Commercial Compliance & Consumer Protection (CCCP) sector within the Department of Economy and Tourism (DET), previously known as the Department of Economic Development (DED). This body aims to protect consumer rights and ensure fair commercial practices.

How to File a Complaint with DET/DED?

1. Gather Documentation: Collect all required documents like invoices, receipts, contracts, warranties, and any correspondence with the company. Evidence is crucial for a successful complaint.
2. Attempt Resolution First: It is often recommended, and sometimes required, to try resolving the issue directly with the company before escalating to DET/DED. Keep records of these attempts.
3. Submit the Complaint: You can file a complaint through various channels:
   • Dubai Consumer App / Smart Protection App: Available on app stores, this is a common method.
   • Consumer rights.ae Website: An online portal for submitting complaints.
   • Call Center: Contact them at 600545555.
   • Email: Send details and documents to [email protected].
4. Provide Details: Clearly describe the problem, include all necessary facts, and state the desired resolution.
5. Follow-up: You will receive a reference number to track your complaint. DET/DED typically investigates and may mediate between the parties. The average resolution time is often cited as around four working days, although experiences vary.

Common issues handled include refunds, non-compliance with agreements, defective products, and commercial fraud. DET/DED is frequently reported as effective in resolving problems, though some users have faced challenges.

Complaints in Specific Sectors

Employers: For labor disputes (e.g., unpaid salaries, holiday issues), complaints should be directed to the Ministry of Human Resources and Emiratisation (MOHRE), often via the MOHRE app. This requires your Emirates ID (UID) and work permit number. Anonymity is generally not possible in this process, and complaining may carry risks, leading some to advise securing a new job first.

Financial Institutions (Banks, Insurance): Complaints regarding banks or financial institutions should be filed with the Central Bank of the UAE (CBUAE). The Insurance Authority’s functions are now largely integrated into the CBUAE.

Healthcare Providers: Issues with hospitals, clinics, or healthcare services fall under the Dubai Health Authority (DHA). Complaints can be made by calling 800 342 (DHA), visiting a DHA center, or via their social media channels.

Food Quality: Concerns about food safety or quality can be reported to the Foodwatch Al Kifaf Center (part of Dubai Municipality) at +971 4 521 8931 or [email protected].

Residency and Foreigners Affairs: For issues related to visas, permits, or establishment cards, contact the General Directorate of Residency and Foreigners Affairs (GDRFA) through their online complaint system.

Real Estate (Owners Associations, Property Management): Complaints against Owners Association Management or related property issues can be filed with the Real Estate Regulatory Agency (RERA), often through the Dubai REST app provided by the Dubai Land Department.

Telecommunications: While not explicitly detailed in all sources, the Telecommunications and Digital Government Regulatory Authority (TDRA) handles telecom complaints.

Customs: Issues related to Dubai Customs can be addressed via the specific complaints section on their website.

Online Retailers: Complaints against online businesses registered in the UAE are typically handled by DET/DED, similar to physical retailers.

Tips for Making an Effective Complaint

• Be Clear and Concise: State the problem and desired outcome clearly.
• Provide Evidence: Attach all supporting documents.
• Be Polite: Maintain a professional tone.
• Use Formal Channels: Emails provide a documented trail.
• Set Deadlines (with Company): When communicating directly with the company, suggest a reasonable timeframe for response before escalating.
• Follow-up: If you don’t receive a timely response from the authority, follow up using your reference number.

Also Read: How to Apply for Dnata Jobs in Dubai

The UAE government, through various entities like the Ministry of Economy and emirate-level departments, actively works on consumer protection and provides channels for grievances. In 2020, Dubai’s Economy received over 59,000 consumer complaints, indicating active use of the system.