Identify the parties, the contract and the remedy sought, then use the appropriate MOHRE channel. A worker–employer wage dispute and an employer–agency recruitment dispute are different relationships, although current Article 23 addresses both. Keep service-processing targets separate from refund deadlines, court challenges and claim time limits. Federal Decree-Law 9/2022, Article 23 (controlling Arabic text)
Prepare a factual complaint record
Prepare the contract, itemised payment records, work-start and event dates, relevant correspondence and the amount or remedy you are seeking. State which contractual or legal obligation was not met. Avoid public accusations or circulating passports, medical records and unrelated personal information.
Have the Labour Unified Number ready when using MOHRE's domestic-worker complaint service. Recruitment-agency complaints can be submitted through the Ministry website, its application or the Labour Claims and Advisory Centre on 80084. General Ministry service assistance is available on 600590000. Keep these official channels separate from INAYA's own complaint procedure. MOHRE: domestic-worker labour complaint MOHRE employer guide, complaints, PDF p. 17 MOHRE: new domestic-worker work permit
What can the Ministry decide?
Under the current amended Article 23, the Ministry works to resolve covered disputes amicably. It may decide a dispute where the claim does not exceed AED 50,000, or where a party fails to comply with a previous Ministry amicable-settlement decision regardless of the amount. The decision has the force of an executory instrument. Therefore, it is inaccurate to say that every unresolved domestic-worker complaint automatically follows the same court-referral route. Federal Decree-Law 9/2022, Article 23 (controlling Arabic text)
For employer–agency disputes, the Arabic text provides a two-week amicable-settlement period from the dispute being considered by the Ministry. Where the dispute falls outside the Ministry's decision powers and is not settled, the prescribed route is referral to the competent Court of First Instance with the Ministry's dispute memorandum. Do not replace the statutory trigger with an assumed date for an informal complaint message. Federal Decree-Law 9/2022, Article 23 (controlling Arabic text)
If challenging a Ministry decision
A party may bring the challenge before the competent Court of First Instance within fifteen working days from notification of the Ministry's decision. The current provision requires the court to schedule a hearing within three working days from registration and determine the case within thirty working days from registration. Its judgment is final, and filing the action stays enforcement of the Ministry decision. These are the statutory procedural provisions, not an agency's promised resolution timetable. Federal Decree-Law 9/2022, Article 23 (controlling Arabic text)
Follow the prescribed procedure and deadline for the actual decision. A customer-service discussion should not be assumed to suspend a court time limit.
Keep these clocks separate
| Clock | Starting event and meaning |
|---|---|
| Covered recruitment refund: two weeks | Worker returned to the agency or absence reported, under Regulation Article 6 |
| MOHRE complaint-service completion target: fourteen working days | A target for that government service, not a refund rule or statutory court deadline |
| Employer–agency amicable settlement: two weeks | Ministry consideration of the dispute, under the controlling Arabic Article 23 |
| Challenge to Ministry decision: fifteen working days | Notification of the decision |
| Claims under the domestic-worker law: three-month non-hearing rule | End of the employment relationship, under Article 26; applicability must be assessed for the actual claim |
Do not treat the fourteen-working-day service target as permission to extend a recruitment-refund obligation. Nor should the three-month rule be confused with the shorter decision-challenge deadline. Cabinet Resolution 106/2022, Article 6 MOHRE: domestic-worker labour complaint Federal Decree-Law 9/2022, Article 23 (controlling Arabic text) Federal Decree-Law 9/2022, Article 26
Where safety or protected leaving is involved
Regulation Article 10 provides protected routes for specified employer breaches and abuse. Assault, humiliation or sexual assault permits leaving without notice, with immediate reporting to the competent authorities when the assault occurs and Ministry notification within three days of leaving. The worker must also return to the agency or identify another place to stay and a contact method, and notify the Ministry. A safety report should not be delayed while a commercial refund is discussed. Cabinet Resolution 106/2022, Article 10
For an INAYA agreement, contact INAYA with the relevant documents and request the written applicable terms and complaint procedure. Keep official channels and legal deadlines in view throughout the discussion.