If a trader will not resolve your complaint, the UAE gives you a clear escalation path — from the national consumerrights.ae portal and emirate consumer authorities through to the civil courts. This guide walks through each step, the documents you need, and realistic timelines.
Contents
Before you file: resolve with the trader
Authorities expect you to give the trader a fair chance first. Put your complaint in writing, state what you want (repair, replacement, or refund), and keep the response. Gather your receipt or tax invoice, order confirmation, photos of the defect, and any chat or email — these are the documents the authority will ask for.
Where to file
- National portal: consumerrights.ae — accepts complaints from all emirates.
- Dubai: Dubai Economy & Tourism (DET) — 600 545 555 / Dubai Consumer app.
- Abu Dhabi: ADDED via the TAMM platform (tamm.abudhabi).
- Sharjah: Sharjah Economic Development Department (sedd.ae).
- Other emirates: the local economic development department.
The complaint steps
- 1. Submit the complaint with your details, the trader, the amount, and proof of purchase.
- 2. Acknowledgement and a reference number are issued.
- 3. Mediation — the authority contacts the trader to negotiate a resolution.
- 4. Outcome — refund, replacement, repair, or a referral to court if no agreement.
Timelines and what to expect
Many complaints settle through mediation within a few weeks. Complex or contested matters take longer, and if mediation fails the authority will tell you that the route is now the courts. Respond promptly to requests for information to avoid delay.
If the trader ignores the process
If a trader refuses to engage or comply, the authority can apply pressure through inspection and penalties, and you can file a civil claim. Lower-value claims use a simplified, lower-cost court track; for larger or complex claims, take legal advice and keep your full evidence file.
Frequently Asked Questions
How do I file a consumer complaint in the UAE?
Use the national portal consumerrights.ae, or your emirate's authority — Dubai Economy & Tourism (600 545 555), ADDED via TAMM in Abu Dhabi, or SEDD in Sharjah. Resolve with the trader first, then submit your details, the amount, and proof of purchase; the authority mediates and can refer the matter to court.
What documents do I need to complain?
Your receipt or tax invoice, order confirmation, photos of the defect, and any correspondence with the trader (emails, chat). A short written summary of what went wrong and the remedy you want also helps the authority process the complaint.
How long does a UAE consumer complaint take?
Many complaints are resolved through mediation within a few weeks. Contested or complex matters take longer, and if mediation fails the authority refers you to the civil courts, where timelines depend on the claim's value and complexity.
What if the trader ignores the complaint?
The consumer authority can pressure the trader through inspections and penalties, and you can escalate to a civil claim. Keep your full evidence file; lower-value claims use a simplified, lower-cost court procedure.
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Published 2026-06-28. General information only — not legal advice. Contact us for matter-specific advice.