Dubai Economy receives 563 complaints from consumers in free zones

Dubai Economy reported that the commercial control and consumer protection sector received 563 complaints from companies operating in the emirate's various free zones during the past 14 months, noting that consumer protection services expanded to include shoppers throughout Dubai.

And Dubai Economy stated in a statement today that consumers in the free zones started submitting complaints after the cooperation agreement signed last year between the Dubai Economy and the Dubai Free Zones Council to enhance coordination between government agencies, and government and private agencies, to improve the overall customer experience in the emirate.

She explained that the commercial control and consumer protection sector resolved the 563 complaints it received from consumers in the free zones between July 2020 and September 2021, indicating that the largest share of them, which amounted to 171 complaints and 30.4% of the total complaints, related to various services, where electronic complaints reached to (90 complaints), followed by furniture (85 complaints), then e-commerce (67 complaints), and building maintenance and decoration (44 complaints).

Dubai Economy pointed out that non-compliance with the terms of the agreement was the main reason for consumer complaints from free zones, reaching 152 complaints, followed by refunds (130 complaints), defective products (87 complaints), commercial fraud (51 complaints), and failure to provide a service. Aftermarket (42 complaints).

The statistics of consumer complaints in the free zones included a number of activities and sectors such as: car rental (31 complaints), ready-made clothes and accessories (27 complaints), vehicles (19 complaints), textiles and personal items (15 complaints), shipping (8 complaints), and salons ( 4 complaints), and car repair shops (2 complaints).

The list of types of complaints also included exchange of goods (18 complaints), non-compliance with warranty terms (17 complaints), additional fees (14 complaints), non-compliance with the permitted commercial activity (11 complaints), charging additional fees for a service or product (11). Complaint), Non-compliance with promotion terms (8 complaints), Non-compliance with price list (4 complaints), Price increase (3 complaints), Refusal to repair a device (2 complaints), Spam calls (1 complaint).

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