GUIDE TO CONSUMER RIGHTS

AND RESPONSIBILITIES
2023
 THIS GUIDE AIMS TO IMPROVE CONSUMER
UNDERSTANDING OF THE KINGDOM'S CONSUMER
PROTECTION LAWS AND PROVISIONS THAT REGULATE
CONSUMER-MERCHANT TRANSACTIONS AND ENSURE THEIR
RIGHTS IN THEIR BUSINESS PRACTICES IN A SIMPLIFIED
MANNER.

CONSUMER PROTECTION LAWS IN

SAUDI ARABIA
1 Anti-Commercial Fraud Law
2 Commercial Data Law .
3 Commercial Agency Law .
4 E-Commerce Law .
5 Precious Metals and Stones Law .

1 1
CHAPTER 1:
PURCHASE OF GOODS AND
AFTER-SALES SERVICES
RULES FOR SALES SERVICE DELIVERY

VEHICLE SALES REQUIREMENTS

TERMS OF SALE OF PRECIOUS METALS

WRITING THE PRODUCT DATA

PRODUCT FRAUD

RETURN AND EXCHANGE

COMMERCIAL DISCOUNTS

ADVERTISEMENTS

COMMERCIAL CONTESTS

2
 WHAT KEY CONTROLS GOVERN
THE DELIVERY OF SALES
SERVICES?
1 The data and specifications for 5 All electric devices and
the product should be at least new tires must have energy
accurately, truthfully, and efficiency labels.
clearly written in Arabic.
6 Not withhold from selling
2 If applicable, provide technical certain products
specifications and product
warranty details in the Arabic 7 Not withhold from giving a
language. receipt to the consumer.

3 Enabling consumers to know 8 Electronic payment devices

the prices of products on must be made available.
display directly

4 The vendor must display the

price labels clearly with the
VAT included.

ARE THERE ANY REQUIREMENTS

THAT MUST BE MET WHEN
SELLING A CAR?
1
1 The consumer should receive the
vehicle's warranty and manual in
Arabic

2 The agent must display on the 3 New cars should carry

side window the non-product a fuel economy card.
accessories and their place of
manufacture and installation.

Before signing the car receipt document, the consumer must

read it and verify its content.

Chapter One 3
 WHAT ARE THE PREREQUISITES FOR
SELLING GOLD OR PRECIOUS STONES?
1 The piece should carry
information about the caliber
and the manufacturer's or
importer's trade mark.

2 The invoice should explain the

state of the sold artifact, and
whether it was a used one.

3 The invoice should include (the

name and address of the store,
the name of the buyer, the
commercial registration
number and telephone
number, the date of sale, the
weight, type, and a
comprehensive description of
the artifact and its price).

4 If the weight of anything other 5 When selling a single precious

than precious metal exceeds stone, the seller must include
5% of the total weight of the the stone's weight in the
artifact, the seller must invoice (its name, type, color,
individually mention the weight, shape, degree of
weight of precious metal in the purity, and defects, if any).
invoice.

Chapter One 4
 SHOULD THE MANUFACTURER AND
IMPORTER PUT A LABEL ON THE
PRODUCT EXPLAINING ITS DATA?
Product data must be written in Arabic,
be completely accurate, and include the
following information:

1 The manufacturer's or 5 The elements employed in the

producer's name. installation, including the
elements harming human
2 The number, volume, size, health or the environment, if
weight, or capacity in relation any, must be added.
to the product's nature.
6 Clarification of any warnings
3 Production or expiration date, on the nature of harmful,
depending on the nature of processed, or changed items.
the product.
7 Total price including VAT.
4 The country where the product
was made.

WHEN IS A
PRODUCT DEEMED
FAKE?
1 If it was tampered with or 3 If it fails to meet the
altered established standard
specifications
2 If its value is depreciated, or if
its shape, elements, qualities, 4 If the product was stored,
weight, data, and expiration transported, or packed in a
date have been altered. manner that violates the
approved specifications.
5 It is bad and not fit for human
or animal use or consumption.

Chapter One 5
 DOES THE CONSUMER HAVE THE RIGHT
TO DEMAND COMPENSATION IF HARMED
BY THE FAKE PRODUCT?

If the consumer has sustained any damage as a result of

commercial fraud, he or she may demand compensation
before the pertinent judiciary authority.

First, The Consumer May File For A Refund Of The Fake Product At
The Pertinent Authority Within 30 Days Maximum As Of The Date
Of Purchase, Unless It Takes The Consumer A Longer Time To
Discover The Fake Product, According To The Following Conditions:

The consumer should not be 2 The consumer should submit the

1 responsible for product original invoice or receipt.
fraud, whether it occurs
during shipment, storage, or 3 The money of the fake product
misuse. must be repaid to the consumer
within (15) fifteen days of
request.

WHAT ARE THE BUSINESS ENTITY'S

OBLIGATIONS TOWARDS THE EXCHANGE
AND RETURN POLICY?

1 The business entity that has

an exchange and return
policy must adhere to it.

2 The business entity's 3 The business entity must not

exchange and return policy accept returns of certain
must be written in a clear and products that are harmful to
intelligible language for the human health and safety, such
consumer, and it must specify as: (Exposed foods, cosmetics,
additional requirements underwear...) This should be
during the period of explained to the consumer
discounts, if any. before making a purchase.

Chapter One
6
 WHAT ARE THE EXCHANGE
AND RETURN CASES?
1 If the consumer provides evidence that the
product is fake or does not meet the
approved standard requirements, the
violating business entity must recall the
product and refund the buyer's money.

2 When a business entity has an exchange

and return policy, both the consumer and
the seller are obligated by the terms and
time periods indicated.

3 When the business entity does not have a

policy for exchange and return, it shall not
prevent the return or exchange of items.

IS THE CONSUMER ENTITLED TO AN

INVOICE WHEN PURCHASING A
PRODUCT OR BEING PROVIDED WITH A
SERVICE?
The vendor must provide the consumer
with an invoice with a specific number
printed in Arabic verifying the contract
and including the following

1 The business entity's name 2 Date of sale

and address.

3 The commodity's type and 4 The total cost with VAT.

description.

The prices of the business entity's products must be similar

to the prices shown on the shelf and reflected in the
purchase invoice.

Chapter One
7
7
 THE CONSUMER MUST:
1 Always keep the invoice to 2 Obtain a document
claim any rights derived demonstrating his or right in the
from the sale or service. event that he or she returns the
product and the payment is
3 Unless otherwise specified delayed.
or agreed upon, his or her
right to return the purchase
money should be in the 4 Check the product for any
same manner of payment defects before buying it.
(cash / Mada).
4 If the commodity is made specifically for the consumer, the invoice
must include the agreed-upon terms and specifications, or they
must be registered in a separate agreement, and the consumer
must acquire a copy of it.

WHAT ARE THE TRADE SALE

DISCOUNT RULES?
After acquiring a license from the Ministry of Commerce, the
applicant must meet the following requirements:

1 Place a copy of the license 2 That the savings apply only

in a visible location in the during the license time and
business entity. on the products covered by
it. The business entity is
3 The discount percentage required to place a price tag
must not be less than 10% on the discounted item that
of the prior product price. shows the price before and
after the discount.
5 If all of the products available 4 If 50 % of the products on
in the business entity are display have discounts, this is
discounted without exception, called partial discounts.
this is referred to as
comprehensive discounts.
6 Discounts are considered partial if they apply to 50% or more
of the displayed products. However, if the discount percentage
is lower than this threshold, it is not permissible to advertise
any discounts.

If the percentage of reduced products is less than 50% of

the total number of products available for purchase, the
business may give unexpected discounts on them outside
the store.

(All offers and discounts must be genuine in all situations.)

Chapter One
8
 WHAT ARE THE RULES FOR
ELECTRONIC ADVERTISING?
1 Whether done directly or 2 The specifications and offers in
indirectly, it must be pointed the advertisement are legally
that it is advertising content. binding and form part of the
contract.

3 It is illegal to use an
imitation trademark or a
mark that the merchant
does not have the right to
use in an advertisement.

4 It is illegal to incorporate
language in advertisements
that deceive or mislead the
buyer.

WHAT DOES IT SIGNIFY WHEN A

SELLER'S ADVERTISEMENT IS
DECEPTIVE?

It is advertising in any form that includes a description of

the product or service that contains misleading or false
information.

Chapter One 9
 ARE THERE ANY UNIQUE RULES IN
PLACE FOR STAGING COMMERCIAL
COMPETITIONS?

After receiving a license from the Ministry of Commerce

to organize and announce a commercial contest, the
organizer must:

1 Describe the way of

participation and the prizes
available.

2 By no means shall purchase

be required to participate in
the competition.

3 The competition should not

last more than (60) days.

4 Its results must be 5 The provider is required to

announced within thirty (30) offer the prizes within (7)
days of its expiry date. days of the results being
counted.

6 The provider agrees not to 7 You must agree not to raise

let a contestant win more product prices throughout
than a prize and allows the the competition period.
contestant to receive the
first prize only.

8 That the provider, his relatives, or anyone who works for the
provider in a business entity do not participate.

Chapter One 10
CHAPTER 1:
VEHICLE AND ELECTRICAL
AND ELECTRONIC DEVICE
WARRANTIES’ PROVISIONS
DEFINITIONS OF WARRANTIES

DEFECTIVE PRODUCTS

WARRANTY POLICY

WARRANTY CONTINUATION TERMS

ADDITIONAL WARRANTY

WARRANTY EXTENSION

VEHICLE RECALL

WARRANTY COVERAGE

11
 WHAT EXACTLY IS A PRODUCT
WARRANTY?
It is a written pledge from the business entity
indicating that the sold commodity serves its
function and is free of faults, as well as a
commitment to repair the commodity within a
given time frame.

WHEN DOES THE PRODUCT

WARRANTY BECOME ACTIVE?
It begins on the date of the first purchase of the
product from the agent or distributor, and when
there are several consumers, the date of the first
purchase of the product must be mentioned.
Before purchasing the product, the consumer
must confirm the warranty status and the terms
of its validity.

WHAT EXACTLY IS AN EXTENDED

WARRANTY?
It is a commitment made by the commercial agent or
an independent entity to cover some components of
the commodity for a longer amount of time under
certain conditions, and it is not covered by the
factory warranty conditions.

WHAT IS MEANT BY A PRODUCT

DEFECT?
It is a flaw in a commodity caused by an error in
its design, fabrication, production, storage, or
transportation that reduces its value or benefit.

Chapter Two 12
 CAN A DEFECTIVE PRODUCT BE SOLD?
If the flaw in the commodity does not impact the
product's conformity to the established standard
specifications, it is permitted to sell the defective
product as long as the defect is disclosed in
writing in a clear and understandable manner
while selling the product.

WHAT ARE THE COMMERCIAL

AGENT'S RESPONSIBILITIES
TOWARDS THE DEFECTS OF A
PRODUCT THAT IS COVERED BY
THE WARRANTY?
The agent must provide after-sales services (maintenance, spare
parts, and ensuring the quality of workmanship) as well as establish
a policy and provisions for the implementation of these obligations,
which must be written in Arabic and in a clear and understandable
manner, and the agent must be accountable to the consumer.

WHAT ARE THE RULES FOR

ESTABLISHING POLICIES FOR DELIVERING
SPARE PARTS, MAINTENANCE, AND
PRODUCT WARRANTY?
1 When establishing policies,
the commercial agent will
ensure that policies are
consistent with the product's
terms and policies.

2 The agent will provide details

about obligations, scope,
consumer rights, and the
estimated life span of the 4 The agent demonstrates the
commodity. The agent is bound by procedures for dealing with
what is mentioned therein in consumer concerns as well as the
relation to the consumer and the mechanism for resolving them.
Ministry of Commerce.

3 The policies shall be written in 5 Distributors at sales outlets must

the Arabic language and in a indicate whether the warranty is
format that is understandable the responsibility of the agent
to the consumer in a importing the product or under
conspicuous place at the sales its guarantee, as well as their
outlets, and shall be posted on participation in the process and
the Internet, if any. commitment to the consumer.
Chapter Two 13
 WHAT ARE THE FUNDAMENTAL
REQUIREMENTS FOR THE QUALITY
WARRANTY TO CONTINUE TO BE
EFFECTIVE?
1 The malfunction should not
be the result of the consumer
misusing the product, failing
to follow instructions, being
negligent, or causing damage
to the product.
2 The consumer's commitment 3 Natural calamities, external
to undertake routine circumstances, or force
maintenance in accordance majeure are not to blamed for
with the manufacturer's the malfunction.
recommendations, and not to
be negligent in doing so.

WHAT IS THE SHORTEST WARRANTY

COVERAGE?
1 Vehicle warranties cannot be shorter than
two years, or they must be linked to a
specific mileage in accordance with the terms
of sale.

2 Electrical and electronic products must have a

warranty period of at least two years.

CAN AN ADDITIONAL WARRANTY

BE SUPPLIED IN ADDITION TO THE
STANDARD WARRANTY?
If a defect occurs on the commodity covered
by the warranty and the commercial agent
does not fix it properly in terms of deadlines
and mastery of maintenance work, the
agent must issue a warranty on the defect
or malfunction for an additional year after
the warranty term ends.

Chapter Two 14
 WHAT ARE THE REQUIRED
CIRCUMSTANCES FOR EXTENDING THE
WARRANTY PERIOD?

1 In the event of a delay in

supplying spare parts at the
specified regular times.

2 When maintenance work is 3 The time required to remedy

delayed beyond the problems covered by the
agreed-upon timeframe. warranty.

IS IT POSSIBLE FOR THE CONSUMER TO

RECEIVE A REPAIR WARRANTY FOR THE
COMMODITY?
The provisions and warranty duration for
the replaced spare parts must be clarified in
writing, in a separate document, by the
maintenance service provider in accordance
with the producer's policy.

WHAT EXACTLY IS A VEHICLE

RECALL?
It is a legal procedure performed by the
manufacturer through its commercial
representative when a problem arises in the
vehicle, in which it agrees to repair or
replace the defective item without
monetary compensation.

WHAT IS THE COMMERCIAL

AGENT'S RESPONSIBILITY WHEN
IT COMES TO NOTIFYING THE
CONSUMER OF A RECALL?
The agent shall notify the owners of the
defective vehicles using the information the
agent has on file for them, as well as
publicize them in local publications and by
any other additional channels such as social
media and the like.

Chapter Two 15
 DOES THE RECALL AFFECT
VEHICLES OUTSIDE THE
WARRANTY TERM?
It involves the manufacturer's commitment
to fix all defective vehicles covered by the
recall, even if the warranty period has
expired.

DOES THE COMMERCIAL AGENT

IMPORTING THE VEHICLE COVER THE
WARRANTY OF THE NEW BATTERIES
AND TIRES?
The product warranty covers all vehicle
parts, such as batteries and tires, unless
the agent's policy specifies that it applies
to the warranty of the sales agent and not
connected to the manufacturer's
warranty, in which case this must be
clarified to the consumer in writing upon
signing the sale contract.

Chapter Two 16
CHAPTER: 3
MAINTENANCE AND SPARE
PARTS PROVISIONS

OBLIGATIONS TO MAINTAIN AND RECEIVE A REPLACEMENT

SUPPLY SPARE PARTS
MAINTENANCE SERVICE
PRICES FOR MAINTENANCE AND PROVIDER’S RESPONSIBILITIES
SPARE PARTS
TIMETABLES FOR SUPPLYING
SPARE PARTS
MAINTENANCE DATES

FAILURE TO PROVIDE
MAINTENANCE SERVICES RULES
MAINTENANCE SERVICE

TRANSFER THE COMMODITY TO

THE SERVICE CENTER.

17
 WHAT EXACTLY IS MEANT BY
MAINTENANCE?
Every action, such as examination,
testing, change, replacement, repair, and
programming, aims to detect the
condition of the commodity so that it
continues to work properly, and its results
and cost are presented in writing to the
consumer, and the provider of the
warranty determines it and its duration.

WHAT ARE THE COMMERCIAL

AGENT'S RESPONSIBILITIES WHEN
PERFORMING MAINTENANCE AND
DELIVERING SPARE PARTS?
1 The policies for providing
spare parts and maintenance
are clearly displayed in the
sales and maintenance service
facilities.
2 The agent is committed to
supplying spare parts,
performing necessary
maintenance, and assuring
the quality of workmanship
within the time frames stated.
3 The agent must follow these 4 The agent is personally liable
conditions in the territories to the consumer for its
mentioned in his agency or obligation to supply
distribution contract, as well maintenance and spare parts,
as in any city or province even if the agent hired others
where the agent has a branch to do so.
for sale in the Kingdom.

IS IT POSSIBLE TO DESIGN A
MAINTENANCE AND
WARRANTY POLICY THAT
DIFFERS FROM THE
MANUFACTURER'S POLICY?
According to the nature of each product, the commercial agent
can set any policy and provisions that provide better benefits to
the consumer.
Chapter Three 18
 ARE THERE ANY DEADLINES FOR
BEGINNING MAINTENANCE WORK?
The maintenance service provider shall conduct
an examination of the commodity from the start
and decide the date of completion of the repair
work as well as the cost, which shall be recorded
in a separate signed document.
*If the maintenance is provided only by the
agent, it must begin the job within (7) days of
the application's submission.
*The agent must finish the maintenance job within the time frame
established by the producer.

IS IT EVER NECESSARY FOR THE

COMMERCIAL AGENT TO TRANSMIT THE
COMMODITY TO THE REPAIR CENTER?
If the defect is covered by the warranty,
there are two situations where the agent
must do so without payment:
1 If the consumer cannot safely transport it using
usual modes of transportation.

2 If the nearest maintenance center is more than

(100) kilometers away from the consumer, the
agent must transport it and return it after repair.

WHAT IS THE MAINTENANCE

PROVIDER'S OBLIGATION FOR ENSURING
THE COMMODITY'S SAFETY?
Before performing maintenance work, the agent
must first hand over to the consumer a
document demonstrating the condition of the
commodity, and the agent must keep it when
performing the necessary repairs. The agent
bears the responsibility for compensation in the
event of negligence or damage to the
commodity.

Chapter Three 19
 IS THE CONSUMER ABLE TO OBTAIN /
REPLACE (OLD) SPARE PARTS?
If the consumer paid for the new part, the old
part must be delivered to him or her; however,
if it was replaced under warranty and the
consumer did not pay for it, he or she may only
view the old part. If the part is hazardous to the
environment, the maintenance provider must
dispose of it safely.

WHAT ABOUT THE

COMMERCIAL AGENT'S
FAILURE TO CORRECT THE
REPEATED DEFECT THAT WAS
COVERED BY THE
WARRANTY?
If the agent fails to repair a recurring flaw, the consumer has the
right to get a new commodity or vehicle of the same category and
specifications, or to receive its purchase price, under the following
conditions:

1 That the flaw prevents the 3 If the agent fails to repair a

user from benefiting from the car defect four times in a
commodity's purposes or row, or if it takes more than
affects its value or safety of (25) days, not considering
use. the time it takes to provide
spare parts.
2 If the agent fails to repair a
problem of the electrical and
electronic product twice, or if
the duration takes more than
(15) days, not including the
period for delivering spare
parts.

Chapter Three 20
 SHOULD THE PRICES OF
MAINTENANCE AND SPARE
PARTS BE DETERMINED AND
ANNOUNCED?
Spare part prices, periodic and non-periodic
maintenance costs, and inspection services
must all be properly displayed to the consumer.

The consumer may not be required to pay for maintenance work

he or she did not agree to.

CAN ANOTHER SERVICE PROVIDER

OTHER THAN THE AGENT PERFORM
MAINTENANCE?
The consumer has the option of performing
maintenance work at the commercial agent or
another center that provides periodic maintenance
services, and he or she must keep the maintenance
invoices or technical reports, which does not affect
the continuation of the warranty if the procedures
are carried out in accordance with the producer's
recommendations.

WHAT ARE THE RULES IN PLACE FOR

CENTERS THAT PROVIDE
MAINTENANCE SERVICES?
It is mandatory for centers that provide periodic
maintenance services to follow the manufacturer's
regulations and to document the work submitted
with an electronic invoice that shows all repairs
and the consumer's vehicle data (type, plate
number, mileage, chassis number.)

Chapter Three 21
 WHAT ARE THE MAIN
RECOMMENDATIONS OUTLINED IN THE
OWNER'S MANUAL THAT NEED TO BE
FOLLOWED DURING MAINTENANCE?
1 It is important for the 2 The consumer should be
consumer to ensure the aware of and adhere to the
completion of scheduled correct procedures for dealing
inspections and maintenance with warning signals and
tasks as outlined in the cautionary signs displayed on
owner's manual for each the device or vehicle, as
designated periodic specified in the owner's
maintenance. manual.

WHEN IS THE CONSUMER ELIGIBLE TO

RECEIVE A REPLACEMENT ELECTRICAL
DEVICE OR VEHICLE?
If the consumer is unable to benefit from
the product or vehicle, the authorized
agent, when conducting maintenance work,
has the option to provide a replacement
item of the same category or offer a
financial amount equivalent to (1/400) of the
purchase value for each day the consumer
has been unable to benefit from it.

This applies in the following cases:

1 Inability to benefit from the 3 Delay in completing

product or vehicle due to a maintenance work beyond
defect covered by the the specified deadline, with
warranty. compensation calculated for
each day of delay.
2 Delay in providing spare parts
beyond the specified
deadline, with compensation
calculated for each day of
delay.

The timing of compensation payment will be determined by the period

specified in the agent’s policy for compensation settlements.

"Same category of the vehicle" refers to a replacement vehicle that serves

the same purpose and has the same seating capacity (sedan/pickup/family).

Chapter Three 22
 WHAT ARE THE OBLIGATIONS OF THE
AUTHORIZED AGENT IN PROVIDING
SPARE PARTS?
The authorized agent is required to
consistently and promptly supply the
requested parts to consumers on an
ongoing basis and at reasonable
prices.
Examples of consumable vehicle parts:

1 Brakes and wheel hops 2 Batteries

3 Filters: air conditioning, 4 Plugs/belts

engine, fuel

ARE THERE ANY ADDITIONAL TIMEFRAMES

FOR PROVIDING SPARE PARTS?
1 If the spare parts have low demand, the authorized agent
must provide them within a maximum period of 14 days
from the consumer's request.
Examples of spare parts with low demand for vehicles:
(Sensors, arms, joints, alternators, compressors, transmissions,
coils, fuel pumps, etc.)
2 If the spare parts are specially manufactured for the
consumer (based on the chassis number) or have specific
technical specifications, the authorized agent and the
consumer can agree upon a reasonable timeframe for
providing the spare parts in writing.
Examples of spare parts with specific technical specifications:
(Airbags, cambers, interior components)

Chapter Three 23
CHAPTER 4:
ELECTRONICS STORES

REQUIREMENTS FOR SELLING IN ELECTRONIC RETAILERS

PURCHASING FROM ONLINE RETAILERS

PERSONAL CONSUMER DATA SECURITY

24
 IS IT FEASIBLE TO SELL SERVICES IN
ELECTRONIC STORES NOT THE
MERCHANT?
It can be submitted through a
merchant registered in the business
register or an electronic sales
service practitioner documented in
the documentation platforms.

ARE THERE ANY PREREQUISITES FOR

SELLING IN INTERNET STORES?
The place where the activity is performed must be
appropriate to the type and volume of work, and the
online store must meet the following requirements:

In the store's display platform:

1 The store includes its name,

address, and contact
information.

2 The store enters the tax

number and, if applicable, its
commercial register, as well as
a link to document it in one of
the official platforms.

3 Clarify the procedures for

receiving consumer complaints
and responding to them, and
allow them to be submitted
electronically.

Chapter Four 25
 When submitting an electronic
invoice, remember to:
1 It must be savable, contain
confirmation of the
contract's conclusion and
date, and the consumer
must keep a copy of it.

2 It includes the entire 4 It includes the warranty

product price, delivery information, if any, and
charges, tax, payment and after-sales services.
delivery arrangements,
and so on. 5 It must make certain that
the consumer is aware of
3 It indicates the product's the store's exchange and
delivery date and location. return policies.

When purchasing from online businesses:

The consumer must ensure that the product is returnable
and that the order may be cancelled, and that the
electronic contract cannot be terminated before purchase.

The consumer understands that the agreement is concluded

electronically between electronic commerce parties, and he
or she must ensure that the contract is titled correctly and
that the product or service is described in accordance with
what was agreed upon.

Unless the consumer has agreed to a delivery date with the merchant,
the consumer has the right to cancel the order if the store delays
delivery or execution for more than (15) days from the date of
purchase.

If an error happens in displaying the items, services, pricing, or specs,

the online business has the right to alter it, and the consumer has the
option to continue after the update and complete the order or cancel it
and refund what was paid.

Chapter Four 26
 WHAT ROLE DOES THE ONLINE STORE
PLAY IN THE PROTECTION OF THE
CONSUMER'S PERSONAL DATA?
1 It must safeguard any
statement that could
lead to knowledge of or
access to the consumer's
identity.

2 It must not utilize

consumer data for
advertising or
marketing without first
gaining his or her
permission.
4 In a clear and
3 Except for the period straightforward manner,
required by the nature the online store must
of the transaction in the allow the consumer to
selling process and the close his or her account
provision of service, the and stop receiving
store has no right to promotional
hold consumer data. advertisements.

It is illegal to use a consumer's personal data for inappropriate purposes

or to reveal it to a third party without the consumer's permission.

Chapter
27 Four 27
CHAPTER 5:
HOW TO FILE A COMPLAINT
AND SUBMIT A REPORT

HOW TO FILE A COMPLAINT DEMAND COMPENSATION

SETTLEMENT OF A COMPLAINT ADDRESSING A CONSUMER’S

REPORT
SUBMIT A REPORT TO THE
MINISTRY OF COMMERCE

28
 WHERE DO I GO IF I HAVE A PROBLEM
ABOUT A PRODUCT OR SERVICE?
The consumer may first make a
complaint with the commercial agent
selling the commodity, the provider of
maintenance and warranty services, or
the online retailer at the consumer
complaints unit. It must also describe
the steps for submitting it to the
consumer and allow him or her to
acquire an application number or a
reference number for the complaint.

WHAT IS THE COMMERCIAL AGENT'S

METHOD FOR RESOLVING A CONSUMER
COMPLAINT?
The commercial agent must establish clear protocols for
accepting and resolving complaints and must follow them
before the consumer and the Ministry of Commerce,
provided that they contain the following:
1 The agent must explain to the consumer the
information required submitting it.
2 The agent must react to the complaint as
soon as possible.
3 The consumer must notify its acceptance
and treatment, or rejection, in writing and
within thirty (30) days of the date of
submission, stating the reasons for doing so.

WHAT IF THE BUSINESS AGENT DID NOT

ADDRESS OR ANSWER THE
COMPLAINT?
The consumer reports the incident to the
Ministry of Commerce via its official channels.

Chapter Five 29
 WHERE DOES THE CONSUMER GO IF
HE OR SHE WISHES TO SEEK FURTHER
COMPENSATION OR OBJECT TO THE
SETTLEMENT OFFERED BY THE
COMMERCIAL AGENT?
When a customer seeks
compensation, whether money or
moral, or when he or she disagrees
to the compensation or settlement
offered to him or her. The
application must be filed with the
appropriate judicial body, not the
Ministry of Commerce.

What steps must be taken to report a

commercial violation?
Through one of the following channels:

1 The Commercial Report App.

2 Dialing the toll-free number 1900.

When reporting, the consumer must

include the following information:
1 Attach a photograph of the infringing
product, as well as its purchase invoice, if this
was done through Commercial Report App.

2 If the purchase is made through a

documented or commercially registered
online store, the following must be attached:

1 Invoice. 3 Images and a description of

the complaint .

2 Order number, if any . 4 E-store link .

The data entered by the reporter must match the data entered by
the store.

Chapter Five 30
 WHAT METHODS DOES THE
MONITORING DEPARTMENT USE TO
HANDLE THE REPORT?

1 Examine the report's

description and confirm the
Ministry's jurisdiction.

2 Contact the consumer to

confirm the specifics and
legitimacy of the complaint.

3 If required, visiting the

business entity or engaging
with it to monitor the progress
of the report procedures.

4 If the violation is proven, take

legal action.

5 If the consumer's right is

confirmed, addressing it with
the business entity, or advising
the consumer to submit the
claim to the competent judicial
body.

6 Notifying the consumer of the

action taken regarding his or
her report and closing the
complaint.

Chapter Five 31