What this guidebook covers
In the UAE, after-sales is where consumer fines start. The Consumer Protection Law and its 2023 penalty schedule list 46 violations fined from AED 100,000 to AED 1,000,000, doubled for a repeat, and many of the highest are about warranty documents, maintenance, repeat defects and replacements.
This guidebook covers the 5 consumer standards most relevant to UAE dealers, with 15 checkpoints: the warranty document, scheduled maintenance, replacement or refund for repeat defects, clear prices and Arabic invoices, and recalls.
The 5 consumer protection standards
| Code | Standard | Ideal fix time |
|---|---|---|
| CP-01 | Warranty document given | 7 days |
| CP-02 | Scheduled maintenance delivered | 72 hours |
| CP-03 | Replacement or refund for repeat defects | 72 hours |
| CP-04 | Clear prices and Arabic invoices | 24 hours |
| CP-05 | Recalls actioned | Immediate |
How to run a UAE consumer protection and warranty audit, step by step
- Confirm what applies. Confirm which emirates the sites trade in: emirate economic departments may apply local procedures on top of the federal schedule.
- Walk the site, standard by standard. Score each of the 15 checkpoints Pass, Fail or N/A. N/A only where the standard rules it out, with the reason recorded. Sample 10 deal files, check the warranty template, and ask a salesperson what is handed over.
- Capture the evidence. A pass counts only with proof captured at the time of the audit: deal files with signed warranty copies, service plan records, price labels, invoices and recall completion lists.
- Give every fail an owner and a fix time. Record what you saw and who owns the fix. Each standard carries an ideal fix time, from immediate to 7 days, counted from audit submission (see the table above).
- Fix it, then prove it. The site fixes the cause and uploads proof of closure; the auditor checks the proof before closing the finding.
- Re-check at the next audit. Confirm closed findings stay closed, and look for the same fail at your other sites so one gap doesn't repeat across the network.
Who this guidebook is for
- Dealer principals and GMs: the fines per violation, doubled on repeat
- Sales and after-sales managers: what every customer must receive
- Auditors: deal files, service plans and recalls to check
A reference document, not legal advice. Fines and rules change: check the current text with the regulator or your legal adviser before acting.
