It received 4,052 notes ... and 1971 inquiries

Dubai Economy receives 59.1 thousand consumer complaints in 2020

  • Dubai Economy: 51% increase in the number of complaints compared to 2019. Photo: Ahmed Arditi

  • Mohamed Lootah: "We always strive to reach fair settlements and solutions to consumers' complaints."

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The commercial control and consumer protection sector in the Dubai economy received 59,130 ​​consumer complaints during the past year, an increase of 51% compared to the year 2019, in which the number of complaints reached 39,113 complaints, which illustrates the efforts of Dubai Economy in protecting the rights of consumers, educating them and promoting principles Fair business transactions between merchants and consumers.

The Dubai Economy stated in a statement yesterday that the number of observations received by the sector from consumers during the past year reached 4,052 observations, while the number of inquiries reached 1971 inquiries, bringing the total number of consumer transactions received by the sector during the past year to 65,153 transactions.

Smart Channels

According to the statement, the smart channels represented by the "Dubai Consumer" app and the website (consumerrights.ae) accounted for 85% of total consumer complaints, 42% of total inquiries, and 9% of observations, while the call center received 15% of consumer complaints. , 58% of inquiries, and 91% of observations.

Sector

Regarding consumer complaints by sector, the services sector accounted for 31.58% of the total complaints, followed by the electronics sector by 14%, followed by the e-commerce sector with 13.71%, furniture 8.16%, ready-made clothes and accessories by 7.95%, and shipping 5.4 Then car rental by 5%, cars 4.91%, followed by textiles and personal necessities by 3.7%, decoration and building maintenance by 2.56%, then car repair workshops by 2.08%, and salons by 0.93%.

Type

Consumer complaints by type were as follows: cash refund (25.88%), non-compliance with the terms of the agreement (18.57%), damage or defect in the product (13.13%), commercial fraud (9.93%), non-compliance with after-sales service (6.62%). ), Adding additional fees on the product or service (6.39%), while other types of complaints were distributed to include replacement, non-compliance with commercial activity, price increase, failure of store policy to comply with the law, non-compliance with warranty terms, refusal to repair a device, and non-compliance with the terms of the offers Promotions, non-compliance with price list, value-added tax, buying gold and diamonds are cheats.

Make a complaint

Dubai Economy called on the public of consumers and dealers to submit any complaints, inquiries, or observations via the "Dubai Consumer" app, or via the website (consumerrights.ae) or by calling (600545555), indicating that in the event of complaints of higher prices, it can be Submit a complaint through the platform (price.ded.ae).

Fair solutions

“The increase in the number of consumer complaints, which the data shows, comes due to the repercussions of the (Covid-19) virus, and the difficulty of effective communication between some consumers and merchants during the period of national sterilization,” said Mohammed Ali Rashid Lootah, Executive Director of the Commercial Control and Consumer Protection Sector at Dubai Economy. ».

He emphasized that «the Commercial Control and Consumer Protection Sector was keen to activate communication channels with consumers, to encourage them to report any violations or challenges they face during that period, in order to preserve the rights of consumers and enhance the distinguished shopping experience enjoyed by the Emirate of Dubai.

Lootah added, "We always strive to reach fair settlements and solutions to consumers' complaints, and to apply standards aimed at strengthening the relationship between the merchant and the consumer."

The 5 most active nationalities in submitting complaints

Dubai Economy reported that the five nationalities most active in submitting consumer complaints during the past year came as follows: Emirati complaints accounted for 28% of the total complaints received, followed by Indian nationality (12%) of complaints, then Egyptian nationality with 11% of complaints, And 6% of the complaints are for Saudi nationality, and 5% for Jordanian citizens, while the remaining percentage was distributed to other nationalities.

85%

Of the complaints were through the smart channels of Dubai Economy.

The services sector accounts for 31.5% of the total complaints ... and 14% for "electronics".

Cashback and failure to adhere to the terms of the agreement are the main types of complaints.

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