Page 495 - MOE ENGLISH PR REPORT - JANUARY 2024

1/16/24, 5:12 PM Ministry of Economy reviews the new Consumer Protection 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 initiative aims
to boost consumer confidence and safeguard their rights in the country’s markets,” he added.

H.E. Al Saleh highlighted that the new Consumer Protection Law No. 5 of 2023 incorporates several
amendments to certain provisions of Federal Law No. 15 of 2020 on consumer protection. These

amendments have significantly enhanced the role of local authorities, strengthen the enforcement of the

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