What is the role of the Consumer Protection Agency?

The Agency protects consumers by implementing the Consumer Protection Law in coordination with other governmental entities concerned with its implementation.

What is the Consumer Protection Law?

The Consumer Protection Law includes many articles that oblige traders to protect consumers, such as:
• Consumers are entitled to find on all products the data required under the Egyptian standards. Such data must be placed in a clear and legible manner.
• The consumer is entitled to receive, upon his request and without any additional charges, an invoice concerning the transaction or agreement related to the product, including in particular the date of the transaction or agreement, the price, specifications, nature, type, and quantity of the product.
• The supplier shall, upon discovering a defect in his product, announce stopping its production and warn consumers not to use it. Upon the consumer’s request, the supplier shall replace the product, repair its defect or accept the returning of the product and pay back its price at no additional cost.

How can a product be returned/replaced?

Consumers are entitled to replace or return within fourteen days any product that turns out to be defected or nonconforming with the standards.

What documents do I need when filing a complaint?

Consumers are always urged to ask for an invoice and to retain it in order to protect their rights. In case the consumer faces any trouble he should submit a complaint, together with the invoice proving the transaction, to the Consumer Protection Agency, so that the proper action could be taken (the consumer protection agency receives complaints from any consumer who holds a purchase invoice).

Complaint form and procedures

 What should you do if you bought a defected product?

1-      Go back to the store where you bought the product and try to solve the problem amicably.

2-      Visit the nearest consumer protection NGO (in case you failed to solve the problem amicably).

3-      If your problem could not be solved, please submit your complaint to the Consumer Protection Agency (download the Complaint Form for free)

Fill up a Complaint Form and send it to the Agency (after attaching a scanned image of the invoice).