A container invoice can be difficult to challenge when the same service appears under unfamiliar wording or a charge arrives without enough explanation. Dubai Maritime Authority has a dedicated complaint channel for these cases. It covers concerns about local maritime container fees applied in Dubai.
The channel is intended for importers, exporters, cargo owners, consignees, traders and other maritime users. It sits on Dubai Trade and allows the authority to ask a service provider for the documents and justification behind a fee.
What the complaint platform covers
The latest official notice describes the DMA Consumer Complaints Platform as the central channel for complaints about maritime container fees in Dubai. DMA stands for Dubai Maritime Authority, part of the Ports, Customs and Free Zone Corporation.
A complaint may be appropriate when a user cannot match a fee to the service provided, when the description is unclear or when the supporting calculation has not been explained. It is not a shortcut for refusing a valid invoice. The purpose is to give the authority enough information to review the issue consistently and seek clarification from the provider.
PCFC says more than 300 complaints were reviewed from the start of 2026 to the date of its 26 August announcement, with all of them resolved. A resolution does not necessarily mean every fee was removed. It means the case reached an outcome after review.
Check the invoice before opening a case
Start by matching the invoice with the quotation, booking confirmation, delivery order and published tariff. Service providers are required to publish details of their filed local sea container charges on their corporate websites under the transparency framework. The Dubai Trade guidance explains the filing and disclosure rules behind that requirement.
Separate charges applied by the service provider from charges invoiced by the port operator. The current framework allows providers to bill for their own services while the local port operator issues separate invoices for items such as terminal handling and truck loading or unloading.
Write down the exact line you dispute, the amount, the container number and the date. If the concern is a difference between an advertised tariff and an invoice, save both versions. A screenshot should show the web address and date where possible.
Ask the provider for an itemised explanation before filing. Their answer may resolve a naming difference quickly, or it may become useful evidence showing which question remains unanswered.
Documents that make a complaint easier to review
Prepare the invoice and any credit note, payment receipt or account statement connected to it. Add the bill of lading, delivery order, container details and relevant correspondence with the provider. Remove unrelated personal information, but do not crop away the reference numbers needed to connect the documents.
Include a short timeline. State when the service was ordered, when the fee was disclosed, when the invoice arrived and when you asked the provider to explain it. Attach the provider’s response, even if it did not settle the matter.
Then state the outcome you are requesting. That might be a written explanation, a corrected invoice or a refund of a specific amount. A precise request helps the authority and provider understand what would resolve the case.
How to submit and track the complaint
Sign in to Dubai Trade and use the DMA Consumer Complaints Platform for maritime container fees. Complete every required field and upload clear supporting files. The official notice stresses that accurate information and complete documentation are important to effective resolution.
The public announcement does not reproduce every screen or mandatory field visible after sign in. Follow the live platform instructions and keep the reference number issued after submission. Use the same reference when adding information or asking for an update so that a second case is not created for the same invoice.
If you cannot access the platform, use the PCFC contact page to ask for channel support. The page lists the call centre on 800 990 and includes a complaint form, but fee disputes should still be filed through the dedicated DMA channel when it is available.
What happens after submission
DMA can review the complaint and contact the service provider for clarification, documentation or justification. The provider is expected to cooperate with the authority and supply the information relevant to the fee.
Respond promptly if the reviewer asks for a missing invoice, clearer scan or additional reference. A complaint can stall when the amount cannot be tied to a container, service or provider. Keep the original files until the case is closed.
When an outcome arrives, compare it with the amount and remedy requested. If the explanation resolves the difference, save it with the shipment records. If something remains unclear, reply through the stated review route and point to the exact unanswered issue rather than repeating the full complaint.
Questions people often ask
Who can complain about a maritime container fee?
Importers, exporters, cargo owners, consignees, traders and other affected maritime users can use the dedicated channel for fees applied in Dubai.
Where is the complaint submitted?
Complaints about maritime container fees are submitted and tracked through the DMA Consumer Complaints Platform on Dubai Trade.
What evidence should be attached?
Attach the invoice, shipment references, published tariff, payment record and relevant messages that explain the disputed line and amount.
Does filing a complaint guarantee a refund?
No. The platform provides investigation and resolution, but the outcome depends on the facts, documents and justification for the fee.
How can someone get help accessing the channel?
PCFC lists its contact page and call centre on 800 990 for support, while the dedicated DMA platform remains the correct complaint channel.
