Question 1

Complaint submission

Accepted Answer

The customer submits a complaint request through one of the links below, attaching all required documents. (These  may include a purchase invoice, service or maintenance contract or supporting documents such as photos or recordings.)

Question 2

Verification of details

Accepted Answer

A service employee contacts the customer within two working days to verify the details of the complaint.
The service employee may request additional documents, and the customer has two working days to provide them.

Question 3

Jurisdiction check

Accepted Answer

The complaint is reviewed to ensure it falls within the Consumer Rights department's jurisdiction.
Complaints that cannot be accepted include those involving purchases in other emirates, or those that relate to telecommunications, real estate, banking or cybercrime.

Question 4

Defendant contact

Accepted Answer

The service employee contacts the defendant (the establishment that is being complained about) to discuss the details of the complaint.
The service employee works to initiate a settlement discussion between the complainant (the customer) and the defendant.

Question 5

Settlement negotiation

Accepted Answer

The service employee mediates a settlement discussion between the complainant (the consumer) and the defendant (the business establishment).
Both parties work towards a resolution that is mutually agreed upon.

Question 6

Settlement approval

Accepted Answer

The settlement is formally approved and an implementation date and method are documented.
Both the complainant and the defendant receive notifications by SMS and email with settlement details.

Question 7

Implementation review

Accepted Answer

On the settlement implementation date, a review is conducted to confirm that the settlement has been fulfilled.
If the complainant does not confirm the implementation, the complaint is escalated to the complaints follow-up team.

Question 8

Further action

Accepted Answer

The complaints follow-up team contacts the defendant to ensure the settlement is enforced or to take any necessary administrative actions.
The customer is kept updated on the status of the complaint through the website.

Related Sites

Consumer complaints