Page 38 - MOE ENGLISH PR REPORT - JANUARY 2024

Press Release

objectives of the country to improve the quality of life of citizens and residents, and in line with
the vision of "We the UAE 2031".

Highlights of the new Consumer Protection Law and its executive regulation

• Establishes an integrated legislative system to protect consumers' rights and provide
the highest standards of protection to consumers when purchasing goods, and services from
suppliers.
• For the first time in the country, a list of 46 offences has been introduced, with fines
for the violation of some cases going up to AED 1 million, to deter any infringements on
consumer rights guaranteed by the law and its implementing regulation.
• Establishes a more balanced and equitable merchant-consumer relationship by
placing more than 43 commitments on providers and introducing integrated regulatory
mechanisms and procedures to enable sound business practices and to enhance consumer
satisfaction, happiness and well-being.
• Grants all necessary powers to the relevant local authorities to enforce the
provisions of the law and the implementing regulation, including the reception and
resolution of consumer complaints, imposing penalties and fines for violators and
considering grievances.
• Provides consumers with a new complaint mechanism, expedited dispute resolution
which avoids him going in every case to the judiciary through solid legal basis and clear
procedures for imposing sanctions and fines.
• Supports promotion of good business practices in all the country’s markets, and
strengthens oversight mechanisms for the competent local authorities.
• Enhances transparency and improves consumer experience by providing better
service and greater protection to preserve their rights at various stages of the contractual
relationship with the provider, giving it all guarantees it needs when purchasing goods or
receiving services.
• Affirms the competence of the local authorities in accepting consumer complaints,
specifying cases where the complaint should be examined by the Ministry, via mutual
agreement between the Ministry and the competent authority.
• Prohibits the inclusion of any clause that could possibly harms the consumer; and
prohibits monopolistic practices since around 14 examples of conditions or provisions that
the provider is prohibited from including in contract forms, invoices or other documents in
consumer contracting.

The Undersecretary said: “Thanks to visionary directives of the UAE leadership, today, the country
boasts a cutting-edge legal framework dedicated to safeguarding consumer rights in line with
global best practices. This comes amidst consecutive legislative advancements within our
consumer protection system.” He referred to the ongoing collaborative efforts between Ministry
of Economy and its public-private partners to enhance the compliance with national consumer
protection regulations, promote ethical business conduct, strengthen market oversight, and uphold
top-notch service and product delivery standards.

“The Ministry of Economy is currently collaborating with local government entities to develop a
comprehensive system for efficiently managing and promptly addressing complaints. This