How to File a Complaint or Contact Dubai RTA Easily

The Road and Transportation Authority (RTA) in Dubai runs everything from cars to metro trains, so if something goes wrong, they really want to know about it. Not only are you letting off steam, but your issue is also useful information that helps millions of users with their problems.

In other words, you can report the problem if you have directly experienced it. Also, RTA has promised to react within 24 hours and fix problems the right way.

Who can complain:

• UAE citizens with an Emirates ID
• Tourists and guests with ID information
• Business tourists who are having trouble with the service
• Representatives from the company for business accounts 

RTA Contact Directory 

Method	Contact	Best For	Response Time
Phone	8009090 (24/7, free)	Urgent issues, immediate help	During call
Email	ask@rta.ae	Complex complaints, documentation	24-hour acknowledgment, 3-5 days resolution
Facebook	@RTADubaiOfficial	Detailed complaints with photos	4-8 hours
Twitter	@rta_dubai	Quick issues, real-time updates	2-4 hours
Instagram	@rtadubai	Visual problems, facility issues	6-12 hours
LinkedIn	RTA Dubai Official	Professional complaints	1-2 days

Emergency Contacts

Service	Number	Use For
RTA Emergency	8009090 (mention “urgent”)	Safety hazards, accidents, and major disruptions
Dubai Police	999	Transport-related crimes
Dubai Municipality	800900	Road hazards
DEWA	991	Traffic light outages

When Should You File an RTA Complaint? 5 Common Scenarios

We’ve all been there. When something goes wrong with Dubai’s transportation, you might wonder if it’s worth complaining about. Well, here’s the thing. RTA really does want to hear from you. For real!

Let me go over the main times when it makes perfect sense to file a complaint. 

Scenario 1: Taxi Drama 

People probably call RTA the most when they have problems with their taxis. And of course, they should be reported.

When to file a complaint about taxi problems:

• Your driver takes a longer route to charge you more.
• The taxi smells bad or looks dirty inside.
• The driver won’t use the meter or only wants cash.
• Being rude, like yelling or making rude comments
• Driving that makes you scared for your life
• The driver says the card machine is “broken,” which is a classic move.

Scenario 2: Problems with Public Transportation

In Dubai, the metro, buses, and trams usually work well. But you should definitely say something if they don’t.

Some common problems with public transportation that are worth reporting are:

• Metro trains on your route are always running behind schedule
• Air conditioning that doesn’t work in the summer (this is no joke in Dubai!)
• Stations or vehicles that haven’t been cleaned well
• Escalators and elevators have not been working for days
• Staff at stations are not being helpful or are being rude
• Problems with too many people during busy times

Quick tip: If you have the same problem on your daily commute over and over, you should tell RTA because one complaint can help thousands of people who commute.

Scenario 3: Nightmares with Licensing and Registration

Getting your license or registering your car should be easy. However, sometimes things get out of hand.

Problems with licensing that the RTA needs to look into are:

• Your application gets lost in the system.
• Your license has the wrong information on it.
• Delays that are too long and go beyond what was promised
• Online services are not working properly
• Staff are not giving you the right information
• Being charged the wrong amount

Tip: Take screenshots of any error messages you see online. Once RTA’s tech team knows about these bugs, they can fix them pretty quickly.

Scenario 4: Traffic & Road Problems

Dubai’s roads are mostly very good, but sometimes you might see problems that put everyone’s safety at risk.

Things to report that have to do with the road:

• Parking meters that take your money but don’t give you time
• Unclear or missing road signs are causing confusion
• Holes in the road or broken pavement
• Traffic lights that don’t work or are set at the wrong time
• Parking fine disputes (you have 30 days to fight these)
• Problems with the Salik toll gate

Scenario 5: Digital Service Disasters

Dubai loves its smart city tech, yet at times the apps and systems don’t work right or crash.

Problems with digital technology that should be reported:

• The RTA app keeps freezing or crashing.
• The balance on your NOL card has mysteriously disappeared.
• You can’t add money to your NOL card online.
• Costs for the wrong trip are being taken off
• Forms on the website aren’t submitting correctly
• Payment systems are not accepting valid cards

What Information Do You Need Before Filing a Complaint with RTA? 

Before you fire off that email or make that call, let’s get organized. 

Basic Details Everyone Needs (No Matter What)

These three things are absolutely essential for any RTA complaint:

Your personal info:

• Full name (exactly as it appears on your Emirates ID)
• Mobile number (they’ll call you back on this)
• Incident date and time (be as specific as possible)

RTA logs thousands of complaints daily. Without proper contact details, your complaint might get lost in the shuffle.

Service-Specific Information (The Devil’s in the Details)

Now, depending on what went wrong, you’ll need different bits of info. 

Taxi Complaints 

When a taxi driver messes up, grab these details:

• Taxi plate number (usually displayed on the roof and sides)
• Taxi ID number (found on the back of the vehicle)
• Driver’s name and ID (displayed inside the taxi)

Also, take a quick photo of the taxi info display inside the car. It saves you from scrambling to write down numbers while dealing with a difficult situation.

Metro & Tram Issues 

For public transport problems, note down:

• Exact station name where the incident happened
• Your NOL card number (if relevant to the issue)
• Train car number (displayed on the side of each car)
• Direction of travel (which end station you were heading toward)

Staff-Related Problems 

If an RTA employee was unhelpful or rude:

• Staff member’s name (from their name tag)
• Employee ID number (also on the name tag)
• The exact location where this happened
• Time of interaction (approximate is fine)

Most RTA staff are actually pretty helpful. But when you do encounter problems, specific details help RTA provide better training.

Licensing & Registration Woes 

For document and service issues:

• Application reference number (if you have one)
• Service center location where you experienced problems
• Staff member who helped you (if applicable)
• Receipts or confirmation emails (keep these handy)

Supporting Documents 

Sometimes a picture really is worth a thousand words. Here’s what to gather:

Photos that help your case:

• Screenshots of error messages
• Pictures of damaged facilities or vehicles
• Photos of incorrect information on documents
• Images of malfunctioning equipment

Digital evidence:

• Email confirmations
• Payment receipts
• Previous complaint reference numbers
• Chat logs from online support

Physical documents:

• Printed receipts
• Copies of incorrect documents
• Bank statements showing wrong charges

How to File RTA Complaint: 5 Methods To Contact the RTA Call Center

It’s up to you to decide which method to use based on your situation and how quickly you need to get things done. Now we will show you all 5 ways to make a complaint to RTA. 

Method 1: Email Your Complaints to RTA

Open your email app and send it to ask@rta.ae. Now, don’t just send a quick message. 

Take your time here. Use a clear subject line like “Taxi Overcharge Complaint – License Plate ABC123” or “Metro Delay Issue at Business Bay Station.”

This is how to write your email:

• Who you are (name and how to get in touch)
• What happened (be clear)
• When it happened (the exact date and time)
• Where it took place (details about the location)
• What do you want them to do about it

Then press Send and Wait. RTA’s system will automatically send you a reply within minutes of you sending your email. 

Sample Email Template is below:

Subject: Taxi Driver Refused Card Payment – Plate Number T12345

Dear RTA Team,

My name is Sarah Ahmed, and I’m writing to report an issue with the taxi service.

On December 15th at 3:30 PM, I took taxi T12345 from Dubai Mall to Marina. The driver (ID: D67890) refused to accept card payment and demanded cash only. When I explained I only had cards, he became rude and threatened to leave me at the roadside.

I eventually had to get cash from an ATM, which delayed my important meeting.

Please investigate this driver’s behavior.

My contact: 050-123-4567

Trip cost: 45 AED

Driver name: Ahmed (as shown on license)

Thank you,

Sarah Ahmed

Method 2: Phone the RTA Center to complain about the RTA

Call 8009090;  that’s it! You don’t need area codes, and it works all the time. An automated menu will play when you call. Best times to call are:

• Early morning (8-10 AM)
• Late evening (7-9 PM)
• Avoid lunch time (12-2 PM)

Before you call, get these things:

• Your Emirates ID
• Everything from our previous checklist
• A pen and paper to write down notes
• Writing down your complaint story (helps you stay on track)

The agent will ask you: 

• “What is your name and phone number?”
• “What happened, exactly?”
• “When did this happen and where?”
• “Do you have any numbers or IDs that you can use?”

Within an hour, you will get a text message with your complaint number.

• Status updates come via SMS every 2-3 days
• Call for a final decision within seven business days.
• If it’s complicated, they might tell you to go to a center.

Method 3: Complaint to RTA with Visit Customer Happiness Centres 

RTA centers have an “open door policy,” and it means that you can walk up to any manager and explain your problem directly.

Centre Name	Address	Hours	Parking
Al Barsha Centre	Sheikh Zayed Road, Al Quoz Industrial Area 3	Mon-Thu 8 AM – 7:30 PM, Fri 8 AM – 12 PM	Free parking available
Al Manarah Centre	Al Manara Centre, Sheikh Zayed Road, Al Safa 2	Sun-Thu 8 AM – 7:30 PM, Fri closed	Mall parking available
Deira Centre	Behind Dubai Traffic Court, Al Quds Street, Al Twar 1	Mon-Thu 8 AM – 7:30 PM, Fri 8 AM – 12 PM	Street parking only
Al Kifaf Centre	Near Zabeel Park, Sheikh Khalifa Bin Zayed Street	Mon-Thu 8 AM – 7:30 PM, Fri 8 AM – 12 PM	Limited street parking
Al Twar Centre	1st Floor, Al Twar Centre, Al Nahda Street	Sun-Thu 8 AM – 7:30 PM, Fri 8 AM – 12 PM	Mall parking available
Umm Ramool Centre	Marrakech Street, opposite Emirates Metro Station	Mon-Thu 8 AM – 7:30 PM, Fri 8 AM – 12 PM	Free parking available

Method 4: Complaint to RTA with the RTA Dubai App 

The app is free and about 50MB in size. Works on older phones too.

Once you’ve got the app:

1. Open the app and scroll down to the bottom
2. Look for the “Report/Suggest to RTA” section
3. Choose your complaint type:
   • Al Harees (for violations and corruption)
   • Madinati (for road safety issues)

Al Harees is for serious things, like: 

• Bribery or corruption of staff
• Fraud or breaking the law 
• Big service problems
• Reporting without giving your name (your name stays hidden)

Madinati talks about everyday problems such as: 

• Problems with taxi drivers
• Damage to the road or dangerous conditions
• Concerns with public transportation
• Complaints about the general service

After submitting:

• You get an instant confirmation screen
• App generates a reference number
• SMS confirmation arrives within 30 minutes
• You can track status in the app’s “My Requests” section

Method 5: Complaint to RTA Through Social Media 

Go to rta.ae and scroll to the bottom. You’ll see icons for:

• Facebook: @RTADubaiOfficial
• Twitter: @rta_dubai
• Instagram: @rtadubai
• LinkedIn: RTA Dubai Official

Keep it short but detailed, and follow these steps:

• Start with “@RTADubai” to get their attention
• Include your complaint in 2-3 sentences max
• Add relevant hashtags like #RTAComplaint #DubaiTransport
• Attach photos if you have them

Example Twitter complaint: is like this: “@rta_dubai Taxi T54321 driver refused card payment today, 2 PM at Dubai Mall. Demanded cash only despite the working card machine. Driver ID: D12345. Please investigate. #RTAComplaint”

Social media teams usually reply within:

• Twitter: 2-4 hours during business hours
• Facebook: 4-8 hours typically
• Instagram: 6-12 hours on average
• LinkedIn: 1-2 business days

How Is the RTA Complaint Timeline?

No one likes to sit around and wait for a response. So let me explain the real timelines without any fluff.

1. Email Complaints: If you send an email to ask@rta.ae, a real person should get back to you within 24 hours. On day 3, you’ll get an official confirmation with a reference number. It only takes 1 week to fix simple problems like broken card readers, but it can take up to 2 weeks to look into a driver. 
2. Phone Complaints: They will look into your case over the next few days and send you updates. Someone will call you back with the final answer by day 7 (working days only). 
3. In-Person Visits: Some problems can be fixed immediately, like fixing paperwork or resetting your NOL card. But there are other things that need to be looked into. It usually takes 5 to 10 business days to look into staff complaints, and it can take 1 to 3 weeks to look into technical problems. 
4. Social Media: Tweet or post about your problem, and RTA will usually respond within 2 to 8 hours during business hours because everything is out in the open. 
5. App Submissions: Al Harees deals with big problems, and you’ll get an answer within 2 hours, but it could take 10 to 30 days to look into them. Madinati, on the other hand, is for everyday things and works faster. You get an acknowledgment within 4 hours, the investigation is done in 3 to 7 business days, and most problems are fixed within 2 weeks. 

What Happens After You File? The RTA Resolution Process

Have you ever thought about where your complaint goes after you hit send? Let me show you what’s going on behind the scenes, step by step, so you know what’s going on.

They  First Review and Prioritize Your Complaint

Your complaint gets a unique reference number, and someone checks how serious it is within two hours. Safety issues are at the top of the list, followed by financial disputes, service quality issues, and general suggestions. 

RTA Staff Send It to the Right Department.

The system looks at the keywords in your complaint and sends it to the right team. Taxi problems go to the Public Transport Authority, metro problems go to Rail Operations, and app bugs go to IT. This is how long each department usually takes:

Complaint Type	Department	Response Time
Taxi Issues	Public Transport Authority	3-7 days
Metro/Tram Problems	Rail Operations	1-5 days
Licensing Issues	Licensing Agency	5-10 days
Road Conditions	Traffic & Roads	2-14 days
App/Website Problems	IT Department	1-3 days
Staff Behavior	HR Department	7-14 days

Sometimes it gets routed wrong the first time and adds 2-3 extra days, but the system usually catches the mistake and fixes it on its own.

Look Into What Really Happened

As soon as the right people get your case, they do a proper investigation. During days 1 through 3, they look over the proof you sent, check their own records, and get in touch with the employee or driver who was involved. 

If there is CCTV film, they look at driver logs and trip records and talk to witnesses. From days 8 to 10, they check every claim you made and bring in technology experts or lawyers for the tough stuff.

Fix It Based on Severity

What went wrong determines the answer. The same day, they fix bugs in the software, fix papers, restart NOL cards, and do emergency repairs for safety. 

In 1 to 2 weeks, they set up driver training, handle returns, fix broken equipment, and make policies easier to understand. 

And in 1 to 3 months, they change the routes, start new training programs, improve the processes, and make permanent changes to the rules. 

Last Words On Making a Complaint to RTA

You need to do more than just file your RTA complaint. The real change happens when thousands of people like you speak up all the time. 

Your complaint is just one of many that help Dubai’s transportation services get better all the time. Even a short report about a broken metro escalator helps the RTA keep track of how often maintenance is done on the whole network.

Be clear with the details while making complaints, stay professional the whole time, and always follow up when you need to. Most importantly, don’t be afraid to file a complaint if something really goes wrong.

FAQs