Dubai, UAE – In a move to enhance consumer convenience and boost transparency in the retail sector, Dubai residents will soon be able to file consumer complaints via WhatsApp, according to the Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT). The feature, set to roll out in early Q2, will allow consumers to submit disputes quickly and easily using one of the most widely used messaging platforms.
AI-Powered Consumer Protection: Fast, Official Resolutions
The new service will use artificial intelligence to guide users through the complaint process. According to Ahmad Ali Moosa, Director of Consumer Protection at DCCPFT, consumers will only need to upload relevant documents, such as invoices or contracts, and answer a few simple questions. An official resolution letter, bearing the Dubai Department of Economy and Tourism (DET) letterhead, will then be issued digitally.
“Consumers can present the resolution letter to the retailer, and since it’s an official document, the retailer will be required to comply,” said Ahmad.
“If a retailer refuses to accept it, they may face penalties.”
Seamless, Mobile-Friendly Experience
With WhatsApp available on virtually every smartphone, the initiative aims to provide instant access to justice for consumers.
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WhatsApp Number: Will be the same as DET’s call center – 600545555
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Launch Date: Early Q2 2025
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Requirements: Invoice, purchase contract, or relevant documentation
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Website for Info: www.consumerrights.ae
Ahmad emphasized that complaints without valid documentation will not be processed. He urged consumers to double-check URLs to avoid online scams and phishing attempts.
Existing Channels Will Remain Open
While WhatsApp will offer a faster and more accessible option, traditional channels such as the DET website and call center will continue to operate. DET teams also plan to increase awareness through mall visits and public advisories.
“Our goal is to make people’s lives easier and bring happiness,” Ahmad stated.
This step further cements Dubai’s commitment to digital innovation and consumer satisfaction, reinforcing its status as a global leader in smart governance and customer care.
Bhupendra Singh Chundawat is a seasoned technology journalist with over 22 years of experience in the media industry. He specializes in covering the global technology landscape, with a deep focus on manufacturing trends and the geopolitical impact on tech companies. Currently serving as the Editor at Udaipur Kiran, his insights are shaped by decades of hands-on reporting and editorial leadership in the fast-evolving world of technology.
