Photo Credit : WAM
Dubai’s Roads and Transport Authority (RTA) has stepped up efforts to raise public awareness about the unified contract governing car rental services, aiming to enhance transparency and protect the rights of both customers and rental operators across the emirate.
The authority said the standardised agreement regulates the relationship between rental companies and customers, clearly outlining responsibilities and obligations under a transparent framework designed to safeguard all parties.
The unified contract is now mandatory for all car rental offices in Dubai and is supported by a secure, automated system that standardises processes across the sector. The move aligns with the emirate’s drive to strengthen service quality and reinforce its reputation as a leading global destination.
Ahmed Mahboob, CEO of the Licensing Agency at RTA, said the initiative reflects ongoing efforts to improve customer experience and streamline sector operations.
“RTA continues to enhance the quality and competitiveness of its services, simplify procedures, and address challenges faced by stakeholders, ultimately increasing customer satisfaction and confidence,” he said, noting strong growth in Dubai’s car rental sector in terms of both fleet size and licensed operators.
Mahboob added that the authority has worked closely with key stakeholders, including the Dubai Department of Economy and Tourism, Dubai Police, and the Security Industry Regulatory Agency (SIRA), to ensure effective implementation. A series of awareness workshops has also been conducted to help rental companies understand the contract’s provisions and compliance requirements.
The contract is implemented through the Transport Activities Rental System (TARS), which enables digital processing and helps reduce disputes and complaints. It also ensures renters, including tourists, are fully informed of their rights and responsibilities.
Key features of the agreement include detailed documentation of the vehicle’s condition at both handover and return using images, clear disclosure of rental terms, and strict rules preventing hidden charges such as undisclosed toll fees. It also guarantees that customers are not held liable for costs during repair periods following accidents.
Additionally, rental companies are required to return security deposits within a specified timeframe and adhere fully to all applicable UAE laws and regulations. The contract is finalised through a secure identity verification process using a one-time password (OTP) for digital signatures.
The RTA said the unified contract marks a significant step in building trust, improving service standards, and supporting the continued growth of Dubai’s car rental industry.
