Page 40 - MOE ENGLISH PR REPORT - JANUARY 2024

Press Release

 To ensure a safe and conducive environment for both consumers and merchants/traders
when entering into a purchase agreement or receiving services, ensuring that both parties
have full awareness of their rights and responsibilities.
 To promote the flexibility and effectiveness of the UAE's consumer protection system by
providing opportunities for certain relevant federal bodies to join the Supreme Committee
for Consumer Protection.
 To introduce a comprehensive complaint mechanism aimed at boosting transparency,
expediting decision-making processes, and reinforcing support for competitiveness within
the UAE’s business landscape. This initiative aims to position the UAE as a sustainable
hub for leading brands. Additionally, the authority responsible for imposing administrative
penalties and financial fines has been included as part of this effort. This means that
grievances regarding decisions and actions taken by this authority can now be taken up
directly with its head.

The Undersecretary further stated that the new executive regulations of the Consumer Protection
Law outline a comprehensive plan for quality legal procedures and mechanisms. This plan
provides a clear framework for the consumer protection system in the country in the upcoming
phase. These include:

 The provision of all legal grounds to ensure necessary protection for consumers at
different stages of their contractual relationship with suppliers in the field of goods and
services. It imposes clear obligations on suppliers to fulfill their commitments to
consumers regarding product/service specifications, quality, absence of defects, and
guarantees for their use.
 Clarifications on various procedures, conditions, and requirements when a defect is
found in a product or when there is a safety concern regarding its use. This covers the
reporting procedure for the withdrawal of goods, the faulty product’s removal from
shelves, retrieval of faulty items and their repair or replacement at no cost to consumers
or alternatively providing full refund of the paid amount. Additionally, it outlines what
should be included in reports and related timeframes.
 Each emirate within the country will have clearly designated local authorities
responsible for receiving, examining, and addressing consumer complaints. This
recognition acknowledges their national efforts and emphasizes their crucial role in
strengthening consumer protection oversight across the UAE.
 Defining the supplier's responsibilities regarding warranties, their duration, and
enforcement methods. This includes ensuring that products are guaranteed for a
specific period by either the manufacturer or an authorized agent. It also outlines how
this period is calculated and specifies the required warranty documentation.

o Furthermore, the provider is obligated to refund the cost of goods that do not come
with a warranty from an agent or distributor if any defects or malfunctions are
found. This includes their responsibility in offering regular maintenance services
for products without warranties, as well as ensuring availability of spare parts and
delivering maintenance services while upholding their commitment to consumers.