A decrease of 35% compared to 2019

Dubai Economy receives 500 commercial complaints in 2020

  • Dubai Economy confirmed its keenness to solve any commercial complaints in an amicable manner.

    Photography: Ahmed Arditi

  • Mohamed Lootah: "The awareness campaigns and evidence of commercial compliance are behind the decline in commercial complaints."


The commercial control and consumer protection sector in the Dubai economy received 500 commercial complaints last year, a decrease of 35% compared to 2019, in addition to the sector receiving 609 business inquiries, bringing the total commercial transactions that were dealt with during the year 2020 to 1,109 transactions.

The Dubai Economy stated in a statement yesterday that the Commercial Control and Consumer Protection Sector has received all commercial complaints and business inquiries via smart channels, explaining that the website (consumerrights.ae) has acquired 89% of the total incoming commercial complaints, while the “consumer Dubai »11% of complaints, plus 100% of business inquiries.


With regard to the distribution of commercial complaints by business sectors, the Dubai Economy indicated that the services sector acquired the largest share, at 39.6% of the total, followed by the decoration and construction sector by 27%, then the foodstuff sector by 10.6%, and then accessories by 5.6%. %, Followed by the electronics sector with 4.6%, followed by shipping by 4.6%, and equipment leasing at 4%, while the remaining percentage was distributed to the auto, furniture, clearing of transactions, labor supply, and transportation and communications sectors.


Dubai Economy added that the most prominent types of commercial complaints were related to non-compliance with the terms of the agreement and contract, which constituted 70.6% of the total, followed by complaints of commercial fraud by 13.8%, then non-compliance with commercial activity 4%, and then non-compliance with after-sales service 3.4%, followed by Failure to comply with specifications and standards by 3%, while the remaining percentage was distributed on non-compliance of the shop’s policy with the law, complaints of imposing additional fees on a service or product, complaints of non-compliance with warranty terms, non-compliance with the price list, and complaints of value-added tax.

Awareness campaigns

The Executive Director of the Commercial Control and Consumer Protection Sector in Dubai Economy, Mohammed Ali Rashid Lootah, said that “the awareness campaigns implemented by the Commercial Control and Consumer Protection Sector have succeeded in maintaining the pace of decline and decline in the number of commercial complaints on an annual basis, because of the impact of these campaigns Great in raising the awareness of traders, and enhancing confidence in the investment environment in the emirate.

He added that the "Commercial Commitment Guide", which was launched in June of last year, contributed to increasing traders' awareness and knowledge of their rights and duties, by highlighting the most important points that the merchant should focus on to avoid hindering his business, in addition to improving and developing the economic environment.

Amicable solution

Lootah affirmed: “We will continuously strive to resolve any commercial complaints in a friendly manner, in addition to following a fair and transparent system to protect the rights of various parties. We call on all business owners in the emirate to adhere to the application of best practices and sound standards that will enhance the work environment in Dubai.”

Submit the complaint

Dubai Economy confirmed that merchants can file a complaint against any commercial establishment in Dubai, provided that all evidence and contracts are shown, through smart service channels only, as this service is available through the (consumerrights.ae) website or through the 'Dubai consumer' application.

She explained that, if the complainant is outside the UAE, the complaint or the documents related to it must be certified by one of the competent authorities within the country in which the complainant resides.


Complaints and inquiries were received via smart channels.

The Department received 609 business inquiries during the past year.

The most prominent complaints were related to non-compliance with the agreement.

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