DEPARTMENT OF ECONOMIC DEVELOPMENT – ABU DHABI

CONSUMER PROTECTION MANUAL

KNOW YOUR
RIGHTS AS A
CONSUMER
FIRST: Introduction
This Manual aims to introduce the reader to
the provisions of the Consumer Protection
Law in the United Arab Emirates. However,
it should not be considered a comprehensive
legal reference and does not replace the Law.
The Manual shall be used as a tool to help
understand the rights referred to as per the
Law along with providing general guidelines
to the consumers and suppliers that would
contribute to consumer protection efforts and
limit any disputes or disagreements between
the consumer and the supplier.

THE EMIRATI CONSUMER PROTECTION LAW

The Consumer Protection Law No. (24) of 2006

has laid down the general rules for consumer
protection and established the necessary
mechanisms to activate the Law’s role in the
economic movement and enable transparency
in commercial transactions in which the
consumer is an integral part.

BASIC CONSUMER RIGHTS

1. The right to be protected against products, production processes and services that are harmful to
consumers’ health and safety.

2. The right to be informed of the facts that help them take sound purchase and consumption decisions.

3. The right to choose from a variety of alternative goods and services at competitive prices that ensure
quality.

4. The right to have their opinions heard and their interests represented before the official and non-offi-
cial bodies when it comes to developing goods and services.

5. The right to have their basic needs met in terms of essential services and goods, such as food, clothes,
shelter, healthcare and education.

6. The right to be compensated and to receive a fair settlement of their legitimate claims, including
compensation for poor goods or unsatisfactory services, or any other practices that prove harmful to
the consumer.

7. The right to be educated and to receive the necessary knowledge and skills to wisely choose between
goods and services, as well as the right to be aware of their basic rights and responsibilities and how
to use them through sustainable awareness programs.

8. The right to live in a safe environment.

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FIRST: Introduction

The Role of the Department of Economic Development – Abu Dhabi in Protecting

the Consumers

1. Educate the consumers and raise their 5. Propose laws and regulations that are
awareness regarding their rights and related to consumer rights.
responsibilities.
6. Refer unsettled disputes to the dispute
2. Preserve and defend the consumers’ rights, resolution committee or the competent
uphold their issues in front of public and judicial bodies.
private bodies, and protect them against
all kinds of goods and service-related fraud, 7. Support the government bodies concerned
counterfeit, deception and overpricing. with consumer protection and inform them
of all issues that are related to consumer
3. Receive consumers’ complaints and provide rights and interests.
enquiry services, or other services, that
help support the consumers’ interests and 8. Prepare studies and research, organize
protect their rights across communication conferences, seminars and courses, and
channels. hold exhibitions on consumer protection.

4. Implement all the consumer protection 9. Represent the consumer before local and
laws and regulations and take the international committees and bodies that
necessary legal procedures in coordination are concerned with consumer protection.
with the competent authorities.
SECOND: Purchasing Commodities and Services
What are the basic conditions that must be Is the supplier committed to placing labels on
present in the purchased commodity? the commodity?

1. The commodity must have a satisfactory level The supplier must place labels that include
of quality, available, and should match the clearly written and easy to understand Arabic
specifications determined by the producer or description on the commodity’s cover or its
the seller, or those which the consumer have container. The label must state the following:
demanded in writing.
1. The commodity’s type, nature and
2. Safe to use. ingredients.

3. Free of any hidden defects that may 2. The commodity’s name.

reduce its value or render it unusable for its
original purpose according to its nature or 3. Production or packaging date.
the provisions of the contract entered into
between the supplier and the consumer, 4. Expiry date.
unless the supplier points out to the defect
or if the defect is revealed through inspection 5. Net weight.
prior to contracting.
6. Country of origin (full name of the country
4. Suitable for fulfilling the purpose for which without abbreviations. The word (Made In)
it was originally purchased and which the should also be included with the country of
consumer has been previously informed of. origin. No flag of other countries should be
included other than that of the country of
5. Matches the description presented to the origin).
consumer by the producer or seller, or the
description stated on the commodity’s cover. 7. Country of export (if any).

6. The use instructions must be clear and 8. How to use the product, if possible.
expressed using easy to understand language.
9. The measurement unit and the right scale
that suits the commodity.

10. Arabic description of the commodity’s rules

of use and risks.

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SECOND: Purchasing Commodities and Services

What are the supplier’s obligations as per the Consumer Protection Law?

1. To place an announcement for the consumers in Arabic and English regarding the shop’s return,
exchange or refund policy in a prominent place inside the shop.
2. If a defect is found in a commodity, the supplier shall be committed to return, replace or fix the
commodity according to the consumer’s requirement taking into consideration the commodity’s
nature. If the consumer chooses to have the defect fixed, the supplier must inform the consumer
of the defect type, spare parts needed and the cost. Moreover, a similar commodity must be
provided if fixing the defect takes 14 days or more.

Does the consumer have the right to request entire process first hand. If the commodity
the bill when purchasing any commodities or is previously packaged, the consumer may
services? request the supplier to weigh, measure
or count the commodity again in his/her
The supplier shall be committed to providing presence.
the consumer with a bill in Arabic that proves
the transaction fulfilled or the contract entered 9. Provide after-sale services which include the
into regarding the commodities or the services. provision of spare parts and maintenance of
In addition to that, no further financial or non- durable commodities for a minimum period
financial amounts shall be charged on the of five years or for a period commensurate
consumer. with the nature of the commodity.

The bill must state the following: Does the consumer have the right to receive a
bill when purchasing by installments?
1. The supplier’s name and address.
In case of installment sale, the bill must
2. The commodity’s definition. include the following additional details:

3. The sale unit. 1. The total amount of installment for the

commodity or service.
4. The commodity’s quantity or the number of 2. The commodity’s actual price and how the
sold units. annual return is calculated (the interest)
3. Start date of the return calculation.
5. The commodity’s price in UAE Dirhams. 4. The number of installments and the
amount of each.
6. The guarantee must be mentioned in case 5. The installment period.
there is no dedicated guarantee document. 6. The amount that needs to be paid in
advance, if any.
7. The commodity or service provided to the 7. The penalties that shall be imposed on the
consumer must match the approved and buyer in case he/she fails to or delays the
declared standard specifications, and failure payment of the installments.
to adhere to the public health and safety 8. The rights and obligations of the
requirements shall also be checked. contracting parties to own or dispose of
the commodities or services during the
8. Weighing, counting or measuring the installment period.
measurable commodity in front of the 9. A statement that proves the consumer has
consumer so that he/she can witness the read and accepted the additional details.
What about purchasing used commodities? What are the supplier’s obligations in this regard?

The consumer shall have the same rights when purchasing used commodities, and the supplier who
showcases used or refurbished commodities or commodities that include defects that do not pose
any danger or harm to the consumer’s health or safety must declare the condition of the concerned
commodity in a clear way on the commodity itself as well as in the place in which he/she practices
his/her activity. The supplier must also indicate the commodity’s condition in his/her contract with
the consumer or in the invoice he/she issues.

What are the recommendations when purchasing a used commodity?

1. No to rush the contracting process and inspect the quality of the commodity and the
advertised price.

2. Bring someone else with you to inspect the commodity and assess its quality and to witness
the contract.

3. Write down the agreement between the two parties, provide a detailed description of the
commodity and have the same signed by the parties to avoid any issues related to the
ownership of the commodity and its transfer from the seller to the consumer.

4. Agree with the supplier on the additional expenses that he/she shall bear, if any, in addition to
the commodity’s price, including but not limited to, transport, installation or other costs.

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SECOND: Purchasing Commodities and Services

Can the consumer choose how defective commodities are processed?

In case it is proved that the commodity has a hidden or apparent defect, the consumer shall have the
right to either replace or fix the commodity or receive a refund, provided that the type and nature of
the commodity as well as the period during which the consumer used the commodity are taken into
consideration. On this basis, the consumer shall have the right to request an alternative commodity
that he/she can use until the replacement or the free-of-charge fixing procedures are finished.

What do we mean by “Service”?

The service is an agreement established between the supplier and the consumer for conducting
a specific work (which includes providing benefit to others), especially with respect to high-value
services. Therefore, the consumer is advised to be careful when selecting a service, and must
request a written and detailed quote for the service. Moreover, the consumer must discuss all of
the contract’s details ahead of contracting, which includes: Auto maintenance workshops, tailoring
shops, barbershops, among others.

What are the service specifications? What are the conditions of the commodities and
services promotional ads and campaigns?

1. Conduct the job professionally and skillfully The supplier shall have the right to conduct
as per the common rules of the profession. whatever promotional ads and activities he/
she deems necessary to promote and market
2. Provide the service in return for a proper the commodities and services that he/she offers
free in case the parties have not previously as per the applicable legislations in the Emirate.
agreed upon a specific fee. In general, the supplier must abide by the
following:
3. Provide the service within a reasonable
time period in case the parties have not 4. To be serious in implementing the
previously agreed upon a specific time. promotional ads and offers.

Who is to blame for failing to provide the service? 5. To create accurate and clear promotional ads
or campaigns.
In case the supplier fails to provide the service,
he/she must either return the amount that the 6. The promotional ad or offer must match
consumer has paid or perform the service again the commodities being promoted. It is
correctly as per the consumer’s wish. also important to avoid misleading the
consumers by offering commodities that are
What do we mean by misleading not included in the promotional offer or in a
advertisement? way that suggests that they are included in it.

It is the type of advertisement in which the 7. Inform the consumers of all the terms and
commodity’s description does not match the conditions that apply to the offer prior to
facts, which may directly or indirectly lead to contracting.
an unrealistic impression that misleads the
consumer and forces him/her to purchase the 8. Refrain from using aggressive promotion
commodity or request the service. methods or violating the consumers’ privacy.
THIRD: The Guarantees
What does guarantee mean? What are the conditions of the extra guarantee
period?
It is any written or implied acknowledgement
that is issued by the supplier or his/ 1. The consumer shall not be obligated.
her representative which states that the
commodity or service subject to guarantee 2. The guarantee shall not be provided to the
is free from any defects and that it conforms consumer as long as it covers the same
to the approved standard specifications. rights and period of time that the original
In this acknowledgement the supplier also guarantee covers.
undertakes to fix any defect that may affect
the commodity or the service within a specific
time period as per the contract’s conditions. What is the responsibility for a third party
interfering in the guarantee?

The guarantees often state that if a third party

What are the conditions of the fixes the commodity, the consumer loses his/
guarantee? her right to take advantage of the guarantee.
Therefore, the consumer is advised to review
1. The conditions are specific and clear the guarantee document before resorting to
in terms of their details, duration and any third party.
the defects being covered.

2. The conditions are available and What procedures should the consumer take
the consumer is made aware of to submit a complaint in relation to the
them prior to making the purchase guarantee?
decision.
3. Submit a written complaint to the supplier
3. These conditions do not limit as soon as possible and keep a copy of the
the seller’s or manufacturer’s same.
responsibility with respect to the
commodity’s defects. 4. Highlight the defect in the commodity
and submit a proof of purchase from the
4. These conditions include all supplier.
the instructions for submitting
complaints. 5. Identify the consumer’s objective behind
submitting such a complaint.

6. Request the supplier to respond to the

complaint whereby the supplier determines
Is it possible to extend the guarantee period? his/her responsibility toward the defect
and what actions he/she will take to fix it.
The supplier may provide additional guarantee
for an extended period that commences after 7. Determine the period of time needed to fix
the original guarantee ends during or after the or replace the commodity.
purchase.

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FOURTH: Contractual Conditions
General tips for suppliers when contracting General tips for consumers when contracting:

We recommend taking the following points 1. Request offers from multiple suppliers
into consideration when drafting contract to allow you to compare the prices and
templates: services.

1. In terms of form: The contract’s design 2. Choose the companies or shops that have
must be practical and clear for the good reputation in the market.
consumer whereby the conditions and
terms that the consumer must be aware 3. Protect your personal information and give
of are written in a clear and large font. it only to those you trust.
On the other hand, the things that the
consumer is not required to adhere to 4. Take your time in reading the contract,
shall be written in a normal font and its conditions and appendices carefully,
on the margin. To achieve this practical including the conditions that are written
design, we recommend referring to using small font, and do not allow anyone
the consumers’ previous complaints to force to sign the contract before you
and present the contracts’ designs and finish reading it.
their initial format to the consumers to
make sure they are clear and suit their 5. Request any clarifications that you wish to
interests. receive from the supplier’s representatives
regarding the contractual conditions and
2. In terms of the sequence of information: terms.
The contract must be designed to suit the
consumer’s knowledge whereby a simple 6. Ask the supplier to provide you with all
summary of the contract is presented the additional promises in writing upon
at the beginning of the contract. commencing the sale process.
The summary shall specify the key
contractual elements which could lead to 7. Carefully read the guarantees provided to
a misunderstanding. It is also important you by the supplier.
to ensure that the employees who deal
with the customers are fully aware of the 8. Try to pay the contract’s value in several
terms and conditions and are capable installments and do not pay the amount in
of answering the consumers’ questions full before the contract is fully executed.
clearly and accurately.

3. In terms of the contract’s language: The

contract must be written in a simple
language that is easy to understand
by the regular, non-specialized person.
The contract’s language, conditions and
terms must be easy to understand by the
consumer who has no prior knowledge or
experience with the area of work and to
avoid using any legal or technical terms
that are related to the service or the field
of work.
FIFTH: Complaints Procedures:
What are the procedures that the Department
What are the procedures for submitting takes upon receiving complaints?
complaints to the Department of
Economic Development? 1. The complaint is verified by the Consumer
Protection Department and the complainant
Complaints can be submitted via any of is then contacted to acquire further details,
the following channels: when needed.

1. Abu Dhabi Government Contact 2. The commercial establishment is then

Center at 800555 contacted and informed of the complaint
filed against along with its details accord-
2. Email: contact@abudhabi.ae ing to what the complainant states. Also,
the Department listens to the commercial
3. Personal visit to the Department of establishment’s statements and checks any
Economic Development proofs that it may submit in this regard.

4. The Department’s social media 3. The Department contacts all parties to reach
channels. an amicable or legal agreement between
them as per the requirements of the com-
plaints and the consumer protection laws.

The following details must be provided:

1. Name of the complainant, mobile phone

number, and email address, if any.
2. Copy of the complainant’s identity.
3. Purchase invoice or any other documents
that prove the commercial transaction con-
ducted between the two parties.

Important Notice
To ensure that you receive the best
solution for your complaint, kindly keep
the purchase invoice or the guarantee
or any other document that proves you
received the commodity or service at all
times. We also request that you provide
us with accurate and specific information
in the complaint so that our employee
can follow up on these complaints and
provide you with a suitable solution as
soon as possible.

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