The services sector accounted for 31.6%.

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

• The most prominent commercial complaints were related to non-compliance with the terms of the agreement.

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• Mohammed Ali Lootah: "We adopt best practices to enhance confidence in Dubai's investment environment and its competitiveness."

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

The Commercial Control and Consumer Protection Sector of 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 commercial complaints in 2021 through the

website , and 9% through the Dubai Consumer smart application available on Apple, Google and Huawei stores.

The Executive Director of the Commercial Control and Consumer Protection Sector at the Department of Economy and Tourism in Dubai, Mohammed Ali Rashid Lootah, said: "The initiatives and awareness campaigns implemented by the Commercial Control and Consumer Protection sector contribute to raising the awareness of the business community, enabling them to adopt best practices in dealing not only with their counterparts, But with consumers as well, 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 contact 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. sustainably, 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:

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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.

website

or through the “Dubai Consumer” application.

• Receiving all complaints and inquiries through smart channels, reflecting Dubai's success in digital transformation.

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