Example of a Consumer Complaint in Kuwait

If you're sitting with a faulty phone, a bill that doesn't match the price tag, or a shop that won't honor a return, you're looking for a working template — not a lecture. Below is a realistic example of a consumer complaint you can adapt, plus where to file it and what to expect.

Quick answer

A valid consumer complaint in Kuwait names the trader, dates the incident, states what you paid and what went wrong, and asks for a specific remedy — refund, replacement, or repair. File it with the Consumer Protection Department at the Ministry of Commerce and Industry (MOCI), either through the Sahel app, the MOCI website, or by calling 135. Attach the invoice, warranty, and photos. You should get a response within roughly 15 working days under Law No. 39 of 2014 on Consumer Protection.

Example of a consumer complaint (template you can copy)

Here's a worked example of a consumer complaint for a defective appliance. Change the details to match your case.

To: Consumer Protection Department, Ministry of Commerce and Industry Date: 12 October 2026 Complainant: [Full name], Civil ID [number], mobile [number], email [address] Trader: [Shop name], [branch/address], commercial licence [if known] Subject: Request for refund — defective [product] purchased on [date] On 2 October 2026 I purchased a [brand/model refrigerator] from [shop] in [mall/area] for KD 320, paid by KNET (receipt no. 44218 attached). The unit was delivered on 4 October. Within 48 hours the cooling stopped working. I contacted the shop on 6 October (WhatsApp screenshot attached). The staff refused a refund and offered only "store credit", despite the one-year warranty printed on the invoice. Under Law No. 39 of 2014 on Consumer Protection, Articles 7 and 16, the trader must repair, replace, or refund a defective good within the warranty period. I request a full refund of KD 320 to my KNET card within 15 days, or a brand-new replacement unit of the same model. Attachments: invoice, warranty card, WhatsApp screenshots, two photos of the unit, Civil ID copy. Signature: [name]

That's it. Short, specific, dated, and tied to a legal article. Officials read dozens of these a day — the ones that get moved fastest say exactly what the complainant wants and why they're entitled to it.

Where and how to file it

You have four live channels, and honestly the app is the fastest:

• Sahel app → "Ministry of Commerce" → "Submit Consumer Complaint". You upload the invoice and photos directly, and you get a reference number on screen.
• MOCI website (moci.gov.kw) → e-services → consumer complaints form.
• Hotline 135 — useful if you want to confirm receipt or escalate a stalled file.
• In person at the MOCI headquarters in Mirqab, Consumer Protection Department counter.

Keep the reference number. If the trader doesn't respond, that number is what the inspector uses to open a file and, where warranted, issue a fine under Article 23 of Law 39/2014 (fines start at KD 500 and can reach KD 20,000 for repeat offences). ^[1][2]

Most complaints are closed within 15 working days. Complex cases — imported goods, large electronics, cars — can run 30 to 60 days. If the trader ignores MOCI, the file can be referred to the Public Prosecution.

What to include, and what to leave out

Stick to facts, dates, and amounts. The example of a consumer complaint above works because every claim is tied to a document.

Include:

• Trader name, branch, and any commercial licence number on the receipt
• Date of purchase, date of defect, dates of every contact attempt
• Amount paid and payment method (KNET reference helps)
• The specific remedy you want — refund to card, replacement, repair with extended warranty
• One citation to Law 39/2014 is enough; you don't need to brief the whole statute

Leave out: emotional language, threats, demands for compensation beyond what you actually lost, and anything you can't prove with a document or screenshot. Inspectors ignore drama. They act on paper.

One blunt point most people get wrong: if you accepted "store credit" or signed anything saying "final sale, no returns" at the counter, say so in the complaint and explain you signed under pressure. Article 15 of Law 39/2014 voids contract terms that waive consumer rights, but you need to flag the issue — the inspector won't guess. ^[1]

When the trader pushes back

Expect one of three responses. The trader agrees and refunds — done. The trader offers a partial fix (repair instead of refund, credit instead of cash) — you can accept or push MOCI to enforce the original remedy. The trader denies everything — the inspector visits the shop, reviews CCTV or records, and issues a decision.

If MOCI's decision doesn't satisfy you, or the loss is significant (say, a KD 4,000 appliance or a car defect), you can file a civil claim at the Court of First Instance under the Civil Code (Decree-Law No. 67 of 1980) for breach of contract and damages. Small claims under KD 5,000 move faster through the summary circuit. For context on how civil filings work, see our overview at /answers/consumer.

Watch out: the limitation period for most consumer contract claims is 15 years under the Civil Code, but warranty-specific claims can expire much sooner — often within the warranty period itself plus 60 days. Don't sit on a defective-goods complaint hoping the shop will come around.

Costs and timing at a glance

• Filing with MOCI: free
• Expected first response: 15 working days
• Civil claim court fee (First Instance): roughly 2.5% of claim value, capped
• Fines on the trader (if violation confirmed): KD 500 to KD 20,000 per Article 23 of Law 39/2014 ^[1]

You don't pay the fine — the state does. Your remedy is the refund, replacement, or repair, plus any proven direct loss.

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