The Riffle
The Abu Dhabi Global Market (ADGM) has introduced a comprehensive Consumer Protection Framework under the Consumer Protection Regulations 2025, enforced by the Registration Authority (RA). The framework clearly defines consumer rights, business obligations, complaint procedures, and jurisdictional boundaries to ensure fair, transparent, and safe retail activity across Al Maryah and Al Reem Islands. Both consumers and businesses now operate under a structured system designed to prevent misconduct, encourage accountability, and ensure effective resolution of disputes.
Key Highlights
1. ADGM & the Role of the Registration Authority
ADGM operates as an independent financial jurisdiction with regulations based on English law. The RA licenses and oversees all commercial businesses within ADGM and is responsible for enforcing compliance with the Consumer Protection Regulations. All retail businesses within ADGM fall under the RA unless explicitly exempt.
2. Scope of the Consumer Protection Regulations 2025
The regulations apply to the offering, marketing, and sale of goods and services—whether paid or free—undertaken by retail businesses within ADGM. Their purpose is to clarify rights and responsibilities for both consumers and providers, fostering fairness and transparency.
3. Core Consumer Rights
The framework introduces a defined set of consumer rights, including:
Right to a safe and suitable environment
Right to honest and accurate information
Right to consumer education
Right to free choice among goods and services
Right to respect for cultural and religious values
Right to fair complaint handling and quick resolution
Right to compensation for damages
Right to any additional protections granted under ADGM laws
4. Obligations Imposed on Goods & Services Providers
Labelling and Information Standards
Businesses must provide clear instructions, usage guidance, and explicit risk warnings where applicable.
Pricing & Invoicing Requirements
Sellers must display clear pricing, avoid misleading advertising, and issue detailed English-language receipts including business details, product descriptions, pricing, and quantities.
Warranties & After-Sales Obligations
Businesses must honour product warranties, provide spare parts, perform repairs, and ensure service quality. If a service is defective, providers must refund or redo it.
Handling Defective Goods
If a product or service is faulty, the provider must repair, replace, refund, or redo the service at no cost. If the same defect recurs three times within the first year, the consumer is entitled to a free replacement or full refund.
5. Complaint Filing & Resolution Process
Submitting a Complaint
Consumers can lodge a complaint via the ADGM Portal with the Consumer Protection Unit.
Required Documentation
Consumers must submit:
Proof of purchase
All communication records with the retailer
Details of prior resolution attempts
Post-Submission Review
A Consumer Protection officer reviews the complaint and contacts the complainant promptly.
6. Jurisdictional Boundaries & Exclusions
The framework applies only to ADGM-licensed businesses. Complaints related to food safety, telecom services, healthcare, banking, utilities, gaming, and tourism fall under other dedicated authorities such as ADFSA, TDRA, DOH, Central Bank, GCGRA, and the Department of Culture & Tourism.
A key distinction: telecom services fall outside ADGM’s scope, but purchasing a mobile device is considered a consumer good and therefore regulated by ADGM.
7. Consumer Responsibilities
ADGM encourages consumer awareness and proactive behaviour:
Do’s:
Retain receipts and invoices
Understand store return/exchange policies
Act promptly when issues occur
Seek clarification before purchasing
Don’ts:
Avoid discarding receipts or packaging
Do not misuse products
Avoid delays in reporting issues
Do not ignore store policies
Conclusion
The ADGM Consumer Protection Framework introduces strong, clearly defined standards for retail conduct. By outlining rights, obligations, and a structured complaint process, ADGM aims to build a marketplace that is transparent, accountable, and aligned with international best practices. Both consumers and businesses must familiarize themselves with these regulations to ensure seamless and fair commercial interactions within ADGM.
Next Steps
Retail businesses operating in ADGM should assess their current practices and ensure full compliance with the new regulations.
Consumers engaging in transactions within ADGM should understand their rights and be prepared to document and escalate issues when necessary.
Stakeholders may monitor the RA’s portal for further guidance or updates as implementation progresses.
