Navigating Complaints And Disputes In Dubai Real Estate
Anyone renting or letting property in Dubai will eventually face a problem, whether with a broker, a management company, or the other party in a lease. The Dubai Land Department (DLD) offers several digital services for complaints and rental disputes. However, they are split between the Real Estate Regulatory Agency (RERA) and the Rental Disputes Center (RDC). Using the incorrect route can waste time and fees.
This article explains, in practical terms, how the RERA complaint process in Dubai works and when you must go to the RDC instead. You will see when to use the “Real estate violations complaints” service, how to open landlord-tenant cases at the Rental Disputes Center, and how to track the status of each type of matter. We also cover supporting tools such as RVS Complaint Tracking, RDC “Track Your Case”, Rental Good‑Conduct Certificates, Rental Status Sheets, Smart Judge and Ejari, plus key evidence and preparation points.
RERA Or Rental Disputes Center: Which Handles Your Issue?
In Dubai, it is essential to distinguish between a regulatory complaint and a rental dispute. Regulatory complaints about real estate violations are handled by the DLD through RERA, mainly via the “Real estate violations complaints” service, which operates through the Real Estate Violation System (RVS). These complaints cover breaches of real estate regulations and negative practices by licensed real estate companies and brokers, such as illegal cold calls or misleading advertisements.
By contrast, disputes arising out of tenancy contracts—between landlord (owner/lessor) and tenant (lessee)—are judicial in nature. They are decided by the Rental Disputes Center, which the DLD describes as its “judicial arm” for rental disputes. Matters such as unpaid rent, eviction, termination or renewal of a tenancy contract, and related financial claims must be filed as cases with the RDC, not as RERA complaints.
The DLD states that the “Real estate violations complaints” service does not consider contractual disputes, contract revocation, refund or indemnity claims, or rental complaints. Those matters must be referred to the competent judicial bodies, and rental complaints must go to the Rental Disputes Center. In practice, this means that if your problem concerns how a lease is being performed or terminated, you should explore RDC services, not a RERA violation complaint. If you are uncertain how the contract terms apply to your situation before filing, contractual dispute inquiry Dubai can help you obtain an official clarification through the correct DLD channel.
Practical Examples
If you receive repeated cold calls from a brokerage trying to sell or lease property you did not ask about, or you see a clearly misleading property advertisement, that is a regulatory issue. You would use the DLD/RERA’s Real estate violations complaints service to report it.
If your tenant has stopped paying rent, or your landlord is refusing to renew the tenancy despite a valid Ejari contract, that is a contractual and rental dispute. You would file a case at the RDC—either first trying an amicable settlement case, or moving directly to a preliminary (first instance) lawsuit, depending on your situation and advice received.
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When To Use RERA’s Real Estate Violations Complaints Service
The RERA’s “Real estate violations complaints” service is designed to control violations and negative practices in the real estate market and to enforce real estate laws. The DLD explains that this service allows customers to report real estate violations and cold calls by brokers and real estate companies, helping to maintain a fair environment that protects the rights of all parties.
According to the DLD, there are key conditions for submitting a real estate complaint via this route.
- The complaint must be against a real estate company that is licensed in Dubai.
- The complaint must relate to a real estate violation, not to contractual claims between private parties.
Typical situations where a RERA real estate complaint is appropriate include unlicensed or unauthorised brokerage activity, repeated or harassing marketing calls from a brokerage, misleading or non‑compliant real estate advertisements, and other negative practices that breach the RERA’s regulatory framework. In each case, you are asking the regulator to investigate and, where appropriate, take action against the violating party.
For jointly owned properties (JOP), such as apartment buildings or communities with an owners’ association, the DLD has specified an additional step. Before raising a complaint with the RERA about the JOP management company, you must first address the matter directly in writing to the management company and allow up to two working days for a response. If there is no response within that period, or the response is unsatisfactory, you may then submit your complaint to the RERA via the Dubai REST application, attaching your original written complaint and any official reply received. This staged approach encourages resolution at the management level before regulatory escalation.
An advantage of the Real estate violations complaints service is that there are no service fees. The DLD uses this mechanism to monitor market behaviour and enforce compliance.
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Step‑By‑Step: Filing And Tracking A RERA Real Estate Violation Complaint
DLD has digitised the RERA complaint process in Dubai so that you can file violations online either through the DLD website or via the Dubai REST application. The steps are similar on both channels and revolve around the Real Estate Violation System (RVS).
To submit a Real estate violations complaint, you first log in to the DLD website or the Dubai REST app using your credentials. Once logged in, you navigate to the “Real estate violations complaints” service. Within this service, you select the appropriate complaint type from the available options to indicate the nature of the alleged violation, such as a broker’s cold call, an advertising breach, or another negative practice.
You then enter the required data about yourself and the party you are complaining against, together with a clear description of the violation. The DLD requires you to attach supporting documents that prove the alleged violation of real estate activities or advertisements. Depending on your case, this could include screenshots of online listings, photographs of physical advertisements, call logs showing unsolicited calls, email correspondence, or other documentary evidence demonstrating what occurred.
After completing the data fields and attaching evidence, you submit the complaint electronically. There are no service fees for this submission. According to the DLD, its team then follows up with the real estate company concerned and responds to you, typically by phone call or SMS, within five business days. In addition, customers receive notifications of their complaint status via SMS and email, consistent with the DLD’s broader complaints handling approach.
Because these complaints are registered in the Real Estate Violation System, the DLD also offers an “RVS Complaint Tracking” service, which allows you to check the status of your violation complaint at any time. To use the RVS Complaint Tracking, you access the DLD website or Dubai REST app and select the dedicated service, then enter the complaint number in the inquiry field and submit the request. The system immediately displays the latest status on screen and allows you to download a PDF or report summarising the closure status. There are no documents or fees required, and the service is instantaneous, which makes it easy to monitor progress without having to call or visit the DLD.
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Filing A Landlord-Tenant–Tenant Dispute With The Rental Disputes Center (RDC)
The dispute case amicable settlement service is aimed at parties who prefer to resolve their rental dispute through a negotiated agreement rather than a contested trial. The DLD describes the RDC as its “judicial arm”, and different e‑Services exist depending on whether you seek an amicable settlement, a full lawsuit, or enforcement‑related decisions. All RDC services are filed and managed electronically.
The RDC’s system is available to a broad range of users, including property owners, tenants, real estate companies, law firms and Real Estate Services Trustees Centers. Anyone with an active account, or who creates a new account with supporting documents, can register a lawsuit through the RDC system. The general electronic filing flow, as explained in the RDC’s FAQ, is to choose the type of case, enter the contract data, enter the parties’ data, specify your requests, upload documents, and then settle the fees after electronic verification.
Dispute Lawsuit For Amicable Settlement
The “Dispute lawsuit for amicable settlement” service is aimed at parties who prefer to resolve their rental dispute through a negotiated agreement rather than a contested trial. When using this service, the disputants act under the supervision of a judge to reach a settlement, which is then documented and approved. Once approved, the settlement has the force of an executive instrument at the RDC, meaning it can be enforced in the same way as a judgment if either party later fails to comply.
To file an amicable settlement dispute case, you must provide at least a copy of the latest tenancy contract registered in Ejari, translated where required, and a copy of your UAE ID if you are a natural person. If the applicant is a company or establishment, you must provide a copy of the UAE ID of the company manager named in the trade licence, along with a copy of the most recent trade licence. All documents must be in Arabic or legally translated. For this and similar RDC services, the centre receives only electronically uploaded documents via its online portal; it does not accept hard‑copy submissions.
Fees for an amicable settlement case depend on the nature of the claim. For applications such as evacuation, lease renewal, rental cases, termination of a valid tenancy contract, or matters involving a property previously vacated for demolition or reconstruction, the fee is 3.5% of the annual rental value, with a minimum of AED 500 and a maximum of AED 20,000. For pure financial‑claim applications, the fee is 3.5% of the value of the financial claim, with a minimum of AED 500 and a maximum of AED 15,000. In both situations, there are additional fixed charges: AED 25 for power of attorney registration (if any), AED 100 for advertisement fees, AED 10 knowledge fees, and AED 10 innovation fees.
First Instance Lawsuit (Preliminary Suit)
If an amicable settlement is not suitable or fails, you may proceed with a “Preliminary suit”, which is the first instance lawsuit at the RDC. This service covers a variety of claims arising from disputes between owner and lessee, including rent arrears, eviction, contract termination, and other obligations under the tenancy contract.
The required documents for filing a preliminary landlord-tenant case include:
- A copy of the last tenancy contract registered in Ejari, translated into Arabic if needed.
- For natural‑person applicants, a copy of the UAE ID.
- A copy of the UAE ID of the company manager named in the trade licence, and a copy of the most recent trade licence for companies or establishments.
Where a party acts under a management contract, a valid management contract should be provided. In evacuation (eviction) cases, you must also attach a copy of the legal notice, accompanied by details from the declaration representative or registered mail showing the outcome of serving that notice.
Eviction notices may be served by the landlord either by registered mail or, in cases specified by the Rental Disputes Center (RDC), through a legal notice issued via the RDC. Ensuring that you have properly served such a notice and retained the official proof of service is, therefore, essential before filing an eviction‑related preliminary suit.
Execution Of Dispute In Merits
RDC also offers an “Execution of dispute in merits” service, which allows you to register an execution dispute case on cheque‑execution files opened at the centre. This is relevant when there are disputes in the execution phase, particularly involving cheques linked to rental obligations.
The documents required for an execution dispute in merits include:
- The last Ejari‑registered tenancy contract, translated where appropriate
- A copy of the applicant’s UAE ID (or, for companies, the UAE ID of the manager named in the trade licence and the latest trade licence copy)
- A bank letter or account statement showing the plaintiff’s International Bank Account Number (IBAN)
- Any documents that support the case, such as correspondence, notices, violations, cheques, and letters.
As with other RDC services, all documents must be submitted electronically in Arabic or with a legal translation.
Fees for this service include a filing deposit of AED 100, an advertisement fee of AED 100, AED 25 for power of attorney registration where applicable, AED 10 knowledge fees, and AED 10 innovation fees. If the case is submitted through a Real Estate Services Trustee Center, an additional service partner fee of AED 130 plus applicable VAT applies.
Filing Channels And Remote Litigation
You can submit RDC services through two main channels. One option is to file directly via the DLD/RDC website. In that case, you sign up to create an account or log in to an existing account, select the appropriate service (such as amicable settlement, preliminary suit, or execution dispute), upload your required documents, and pay the calculated fees electronically. Hearings are then attended through the RDC’s remote litigation system, and you receive judgments and decisions through the website.
Alternatively, you can file through Real Estate Services Trustee Centers, such as EGSH. In that scenario, you physically visit a Trustee Center, provide your documents to the employee for checking, and have the transaction details entered into the system. Once you approve the data, you pay the requisite fees and receive a receipt.
Subsequent sessions are still attended via the remote litigation system, and the judgment is accessed through the website. RDC also provides a set of integrated execution and smart e-services that support specific enforcement steps. These integrations apply to eligible execution actions. Depending on the enforcement request, the system may route certain measures through linked channels to facilitate actions such as disbursement of deposited amounts or the electronic issuance of circulars and decisions.
To help users understand their rights before filing, the RDC offers a “Smart Judge” service, which provides free legal information on the rights and obligations of parties in a rental relationship. In addition, the RDC has introduced a “Metaverse Litigation” and a “Judicial Probe” service, which enable users to initiate specific cases, such as eviction for non‑payment of rent, and obtain rulings via advanced virtual and AI‑enabled platforms available through the updated RDC website.
Key RDC Services Compared
| RDC Service | Main Purpose | Core Documents (summary) | Fees (summary, as stated) | Main Filing Channels |
|---|---|---|---|---|
| Dispute lawsuit for amicable settlement | Facilitate a negotiated settlement with executive force | Latest Ejari tenancy contract (translated); UAE ID; for companies: manager’s UAE ID + trade licence | 3.5% of annual rent (min AED 500, max AED 20,000) or 3.5% of claim (min AED 500, max AED 15,000) + AED 25 POA, AED 100 ad, AED 10 knowledge, AED 10 innovation | RDC website or Real Estate Services Trustees |
| First instance lawsuit (Preliminary suit) | Full litigation of landlord–tenant disputes | Latest Ejari tenancy contract (translated); UAE ID; company documents; management contract, if any; legal notice and proof of service for evacuation | Fees as calculated by the system according to claim type and value | RDC website or Real Estate Services Trustees |
| Execution of the dispute on merits | Dispute relating to the execution of cheque files | Latest Ejari contract (translated); UAE ID; bank letter/IBAN; supporting documents (correspondence, cheques, notices, etc.) | AED 100 filing deposit; AED 100 ad; AED 25 POA (if any); AED 10 knowledge; AED 10 innovation; + AED 130 + VAT via Trustees | RDC website or Real Estate Services Trustees |
Tracking Rental Cases And Checking Rental History
Once a rental case has been filed at the RDC, you can monitor its status online through several tools. The primary tracking mechanism is the “Track Your Case” service, available via the DLD website and the Dubai REST application. To use this service, you select “Track Your Case”, then enter either the mobile number linked to the case or the case number itself, and click “Inquiry”. The system immediately displays relevant case‑status information on the screen. No documents are required, and there are no fees for using this service.
In addition to this generic tracking tool, the RDC’s FAQ explains that users can view all lawsuits filed by or against them by logging into their personal account at rdc.dubailand.gov.ae. Once logged in, you can search for the claims associated with your profile. If you know that a claim exists but it does not appear in your account, you may request consolidation of your information by sending a request to the dedicated email address indicated by the RDC (csd‑rdc@dubailand.gov.ae). This helps maintain a complete and accurate litigation history for each user.
Before entering into a new lease relationship, landlords and tenants can also use the DLD/RDC tools to check the other party’s rental history. The “Rental Good‑Conduct Certificate” service allows you to inquire whether any rental case has been filed against a particular person or company. Using the RDC application, you select the Rental Good‑Conduct Certificate (often referred to as an RGC Certificate) service and choose the relevant inquiry option—for example, checking a tenant, checking a landlord, or checking a specific request status.
Complementing this, DLD and RDC provide a “Rental Status Sheet” service and Rental Good‑Conduct Certificate functionality that gives insight into the rental status of the other party in the RDC system before you sign a lease. These tools provide greater transparency, helping landlords assess applicants and enabling tenants to verify the standing of potential landlords, thereby reducing the risk of entering into problematic tenancies.
Practical Preparation Tips For Landlords And Tenants
Thorough preparation of your documents and evidence significantly increases the efficiency of RERA complaints and RDC cases. The starting point for any rental‑related matter in Dubai is Ejari, the DLD’s smart system and application for documenting tenancy contracts.
Ejari records the creation, renewal and termination of tenancy contracts and stores detailed lease and tenant data. For rental disputes brought before the RDC, Ejari data serves as the official rental record, so ensuring your contract is registered correctly and updated in Ejari is essential.
For RDC services such as amicable settlement and execution disputes, the DLD emphasises that all documents must be in Arabic or accompanied by a legal translation. These documents must be uploaded and archived electronically through the Rental Disputes Center’s online page. RDC no longer receives physical hard‑copy documents, so you should plan for proper scanning and, where needed, professional legal translation before filing any case.
Evidence from modern communication channels is also recognised. The RDC has publicly confirmed that it accepts WhatsApp messages and email correspondence as evidence in rental disputes and can rely on them when issuing judicial verdicts, provided that the disputing parties are questioned about these communications and acknowledge them in the case record. It is also necessary to demonstrate reciprocal communication, rather than one‑sided messages only. For landlords and tenants, this means it can be helpful to preserve chats and emails related to rent payments, maintenance requests, notices, and other key interactions.
RDC’s “Smart Judge” service is available to help you understand your rights and obligations before you initiate legal proceedings. This free advisory tool gives general legal information regarding common rental scenarios, enabling you to decide more confidently whether to pursue an amicable settlement, a full lawsuit, or another remedy. For regulatory issues, or where you are unsure whether your situation is a regulatory violation or a contractual dispute, you can also contact the DLD’s unified call centre on 8004488 during working hours (Monday to Friday, 7:30 a.m. to 4:30 p.m.) for guidance on the appropriate DLD/RERA service.
One important point concerns essential utilities. According to the RDC, disconnecting basic services such as electricity or water from a tenant is considered a crime under UAE law, punishable by up to three years’ imprisonment or a fine of AED 3,000, or both. If a landlord unlawfully cuts off such services, the tenant can report the incident to the local police station and then take legal action against the landlord through the Rental Disputes Center using a “Petition Order” mechanism. Under this process, the RDC communicates with the owner to restore the services and may award indemnity based on official reports documenting the interruption.
Conclusion: Choosing The Right Path And Staying Informed
The first decision you must make is whether your issue is a regulatory violation or a contractual rental dispute.
For regulatory matters involving licensed real estate companies—such as cold calls, advertising violations, or other adverse market practices—you should use RERA’s “Real estate violations complaints” service via the DLD website or Dubai REST, following any specific prerequisites such as first contacting a jointly owned property (JOP) management company and waiting up to two working days for a response before escalating.
For disputes arising from the tenancy contract between landlord and tenant, including non‑payment of rent, eviction, renewal or termination disagreements, or enforcement of cheques and judgments, you must use the RDC’s judicial services. These range from “Dispute lawsuit for amicable settlement” and “First instance lawsuit (Preliminary suit)” to “Execution of dispute in merits” and specialised mechanisms such as Petition Orders. All are filed electronically through the RDC system or via Real Estate Services Trustee Centers, with hearings held through remote litigation.
If you receive a judgment and believe there is a legal basis to challenge it, appeal case Dubai is the next procedural step within the RDC framework, subject to the applicable requirements and timelines.
Both RERA and RDC offer online tracking tools—RVS Complaint Tracking for regulatory violations and “Track Your Case” for rental disputes—along with support services like Rental Good‑Conduct Certificates, Rental Status Sheets, Smart Judge, and the Ejari system. Together, these services enable landlords and tenants to monitor proceedings, assess counterparties, and make better‑informed decisions.
FAQ About Landlord-Tenant Disputes in Dubai
How to file a RERA complaint against a landlord in Dubai?
A “RERA complaint” in Dubai refers to a regulatory Real estate violations complaint with the DLD/RERA, not to a contractual dispute. If your landlord’s conduct involves a regulatory breach—for example, an unlicensed real estate activity or misleading advertisement by a licensed real estate company—you can file a Real estate violations complaint via the DLD website or Dubai REST app. However, if your issue is about rent, eviction, or performance of the tenancy contract, you should file a case at RDC instead of using the violations complaint route.
How to report a real estate broker cold call to RERA?
Cold calls from real estate brokers and companies can be reported as violations through the DLD’s Real Estate Violations Complaints Service. After logging in to the DLD website or Dubai REST, select the relevant complaint type (e.g. cold calls or negative practices), provide your contact information and the details of the brokerage, describe the incident, and attach supporting evidence if available, such as call logs or screenshots of follow‑up messages. There are no fees for submitting this complaint. The DLD will follow up with the brokerage and respond to you—typically by call or SMS—within about five business days.
How to complain about RERA real estate violations online?
To submit a RERA real estate complaint online, first ensure the complaint is against a real estate company licensed in Dubai and relates to a regulatory violation (not a contract dispute).
Then:
- Log in to the DLD website or Dubai REST app
- Navigate to the “Real estate violations complaints” service
- Select the complaint type
- Enter your details and the details of the company or broker
- Describe the violation clearly
- Upload supporting documents such as screenshots, emails, or call records
- Submit the complaint
You will receive confirmation and subsequent updates via SMS and email, and you can track the status using the RVS Complaint Tracking service with your complaint number.
How to file a landlord–tenant case with the RDC in Dubai?
To file a Dubai landlord-tenant dispute with the RDC, you first create or log into your account at rdc.dubailand.gov.ae or visit a Real Estate Services Trustee Center, such as EGSH.
Within the system, select the appropriate service—such as “Dispute lawsuit for amicable settlement” or “First instance lawsuit (Preliminary suit)”—then follow the RDC FAQ steps: choose the case type, enter the contract data (including Ejari details), enter the parties’ details, specify your requests, and upload all required documents (Ejari contract, UAE ID, trade licence for companies, legal notice for eviction, etc.).
After electronic verification, you pay the applicable fees online or at the Trustee Center. Hearings are conducted through the RDC’s remote litigation system, and judgments are accessed via the website.
What are the required documents for the RDC rental dispute in Dubai?
Key documents for most RDC rental disputes include the latest tenancy contract registered in Ejari (translated into Arabic if necessary), a copy of the UAE ID for natural‑person applicants, and, for companies, the UAE ID of the manager named in the trade licence and a copy of the latest trade licence.
For preliminary lawsuits, a valid management contract (if applicable) and a copy of any legal eviction notice with proof of service (via Notary Public or registered mail) must also be provided when evacuation/eviction is requested.
For execution disputes in merits, you additionally need a bank letter or account statement showing your IBAN and any supporting evidence such as correspondence, notices, cheques, and violation reports.
All documents must be uploaded electronically and be in Arabic or legally translated.
How to track RERA complaint status through the DLD website?
To track the status of a RERA Real estate violations complaint, use the DLD’s “RVS Complaint Tracking” service. On the DLD website or via Dubai REST, select the RVS Complaint Tracking option, enter your complaint number in the inquiry field, and submit. The system instantly displays the current status of your complaint, and you can download a PDF or a report of the closure status. There are no fees and no additional documents required to use this service.
How to track a Dubai rental dispute case online?
For rental cases at the RDC, you can track progress through the “Track Your Case” service on the DLD website or Dubai REST app. Simply choose “Track Your Case”, then enter either the case number or the mobile phone number associated with the case, and click “Inquiry”. Status information appears immediately on screen, free of charge. If you have an RDC account, you can also log in at rdc.dubailand.gov.ae to view all lawsuits filed by or against you.
What are the fees for an amicable settlement rental dispute in Dubai?
For a tenancy “Dispute lawsuit for amicable settlement”, the fee structure depends on the nature of the claim as published by the DLD.
For applications such as evacuation, lease renewal, rental cases, termination of a valid tenancy contract, or matters involving property vacated for demolition or reconstruction, the fee is 3.5% of the annual rental value, with a minimum of AED 500 and a maximum of AED 20,000.
For purely financial‑claim applications, the fee is 3.5% of the amount claimed, with a minimum of AED 500 and a maximum of AED 15,000. In both cases, additional fixed charges apply: AED 25 for power of attorney registration (if any), AED 100 for advertisement, AED 10 in knowledge fees and AED 10 in innovation fees.
Always confirm current fees on the official RDC e‑Service page before filing.
What is the Rental Good‑Conduct Certificate in Dubai?
The Rental Good‑Conduct Certificate is an RDC service that enables users to check whether rental cases have been filed against a specific person or company in the RDC system. Through the RDC application or updated website, you select the Rental Good‑Conduct Certificate (RGC) service and choose an inquiry option, such as verifying a tenant, checking a landlord, or reviewing a particular request status. This certificate, together with the Rental Status Sheet service, helps landlords and tenants assess the rental history and dispute background of the other party before entering into a new tenancy agreement.
How to check if a rental case is filed against a tenant in Dubai?
To see whether a rental case is filed against a tenant, you can request a Rental Good‑Conduct Certificate through the RDC application or online platform. By providing the necessary identification details of the person or entity, you can obtain confirmation of whether any rental cases are registered against them in RDC’s system.
Alternatively, if you are the tenant yourself, you can log into your account at rdc.dubailand.gov.ae to view all lawsuits filed by or against you, and you may use the “Track Your Case” service with your case or mobile number for real‑time status updates.
Explained by
Randa Sameer
Real Estate Services Trustee Consultant at EGSH
Randa Sameer has over three years of experience supporting Dubai Land Department transactions and real estate registrations. Her professional focus includes compliance with DLD regulations, ownership transfers, and trustee documentation.
