Complaints of commercial establishments in Dubai decrease by 17% during 2021

The Emirate of Dubai witnessed a remarkable decrease in the number of commercial complaints during 2021 by 17% compared to 2020. This is the culmination of Dubai’s continuous efforts in the field of facilitating doing business and enhancing confidence among traders. All commercial complaints were received in 2021, which involve disputes between companies, Through smart channels, which confirms Dubai's success in digital transformation, which led to companies' preference to deal digitally with government agencies in Dubai.

The Commercial Control and Consumer Protection sector at the Department of Economy and Tourism in Dubai received 414 commercial complaints during 2021, a decrease of 17% compared to 2020, when the number of complaints reached 500.

The sector received 91%.

Of the commercial complaints in 2021 via the consumerrights.ae website, and a percentage of 9?

Through the Dubai Smart Consumer App available on Apple, Google and Huawei stores.

Mohammed Ali Rashid Lootah, Executive Director of the Commercial Control and Consumer Protection Sector at the Dubai Department of Economy and Tourism, said: "The initiatives and awareness campaigns implemented by the Commercial Control and Consumer Protection sector contribute to raising the awareness of the business community and enabling them to adopt best practices in dealing not only with their counterparts but also with consumers. In addition to enhancing confidence internationally in the investment environment of the Emirate of Dubai, and its competitiveness as a global center that supports business growth.The sector receives commercial complaints and they are resolved as part of our business protection services, through which we seek to create a competitive business environment while increasing companies’ awareness of their rights and responsibilities, using The latest digital means that support our efforts.”

Lootah added: “Any company, regardless of whether it is inside or outside the country, can communicate with us if it has a dispute with any merchant in Dubai, which enhances the confidence of companies worldwide towards the emirate, as we protect their rights and enable them to grow in a manner sustainable, especially at a time when Dubai is increasingly connected to international markets.”

The "Commercial Compliance Guide", launched in 2019, also contributes to increasing merchants' awareness and knowledge of their rights and duties, by highlighting the most important points that a merchant should focus on to avoid obstructing his business.

The business community can view and benefit from the guide, which is available in both Arabic and English through the website: consumerrights.ae.

With regard to the distribution of commercial complaints by business sectors during 2021, the services sector accounted for 31.6% of the total, followed by the building materials sector by 18.8%, the foodstuff sector by 13.8%, decoration and construction work 12.6%, then accessories 5.8%, and electronics 5.8% And shipping 5.6%, as well as furniture and cars by 1.5% each, while the remaining percentage was distributed to the sectors of equipment rental, labor supply, car rental, transaction clearance, and transportation and communications.

The most prominent types of commercial complaints were related to non-compliance with the terms of the agreement and contract, which constituted 61.59% of the total, followed by commercial fraud complaints 19.32%, non-compliance with after-sales service 6.28%, non-compliance with commercial activity 5.8%, non-compliance with specifications and standards 3.4%, and non-compliance with conditions The guarantee is 2.4%, while the rest is distributed over the imposition of additional fees on the service or product, and the non-compliance of the store’s policy with the law.

Merchants can file a complaint against any commercial establishment in Dubai, with all evidence and contracts required, via the consumerrights.ae website or through the Dubai Consumer app available on Apple, Google and Huawei app stores.

If the complainant is outside the UAE, the complaint or related documents must be attested by one of the competent authorities in the country in which he resides.

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