Consumer Q&A: Each emirate has a place for you to lodge complaints

Is there a federal consumer authority in the UAE that residents can approach with complaints, or does each emirate have its own consumer agency?

Each emirate has its own department or consumer authority where a complaint can be filed. However, all consumer departments are connected to the Ministry of Economy. It is also recommended to visit www.consumerrights.ae to file a complaint. The information available on the website is very helpful to understanding the documents required to file a formal complaint. This information is easily available on internet and may be accessed at any time.

If I accidentally break something at a store but they do not have a sign anywhere saying that if a customer breaks something they must to buy it, do I have to still pay full price for the item if they demand it?

We have to differentiate between two situations. If you broke it because of your negligence, then you will be liable even if there is no signboard in the store. Alternatively, if you broke it because of the store’s mistake then there will be no liability on you.

Some stores have signs saying: ‘No refunds’ or ‘No refunds on sale days’, but is this legal? Are stores permitted to have this policy?

In accordance with Article 5 of Law No 24 of 2006, refunds or exchange of products are an available remedy in the event of a faulty product or product supplied with a different description. All stores are required to comply with the local UAE consumer protection laws. There are some products that cannot be exchanged because of their nature – certain foodstuffs for example.

If you have a question for our lawyer, please email it to [e-mail] with the subject line ‘Consumer Q&A’.