It undertakes initiatives and field efforts to ensure that sales outlets comply with laws and regulations

"Economy and Tourism": 61.8 thousand consumer complaints within 10 months

The ready-made clothing and accessories sector accounted for 10% of the complaints.

Photography: Osama Abu Ghanem

The Department of Economy and Tourism in Dubai stated that the Consumer Complaints Section of the Commercial Control and Consumer Protection Sector in the department received 61,848 complaints during the period from January to October 2022.

She added that the total number of transactions received during that period amounted to 63,816 transactions, which indicates a high awareness of consumers of their rights and duties, and a safe commercial and consumer environment in Dubai, which in turn is consistent with the department's vision to make the emirate the best destination for living, working and visiting, and enhancing the confidence of consumers and dealers. the emirate's investment environment.

The types of transactions received by the Consumer Complaints Department varied between 61,848 complaints, 1,203 observations, and 765 inquiries.

field efforts

The Commercial Control and Consumer Protection Sector in the department affirmed its keenness to activate channels of communication with consumers, to encourage them to report any violations or challenges they face in this regard, in order to preserve the rights of consumers, and to enhance the distinguished shopping experience enjoyed by the Emirate of Dubai.

He explained that among the most prominent efforts undertaken by the sector are initiatives and field efforts to ensure that outlets comply with laws and regulations, and awareness efforts for consumers and commercial sectors in the emirate alike, in addition to the constant pursuit of fair settlements and solutions to consumer complaints, and the application of standards aimed at strengthening the relationship between the merchant and consumer.

receiving channels

The "Economy and Tourism" data revealed that electronic channels accounted for the largest percentage of receiving consumer complaints, which is in line with the department's directions in digitizing services and employing modern technologies, in line with the emirate's vision of adopting technology and the concept of a smart city, in accordance with best practices and international standards.

The transactions were distributed during the period from January to October 2022 between 46% received through the smart application for consumer protection, 50% through the website, and 4% through the department’s call center.

Sector types

The services sector accounted for the largest percentage with about 36% of the total complaints, followed by the electronics sector with 12%, then the e-commerce sector with 11%, while the ready-made clothing and accessories sector accounted for 10%, the car rental sector with 7%, and the car trade sector. 6%.

The share of the shipping sector amounted to about 4%, while the decoration, textiles, and car workshops sectors recorded 3% each, and the salons and beauty sector had the lowest rate of 1% of the total complaints.

Reasons for complaints

Consumer complaints also varied between “cash refund” by 27%, followed by “non-compliance with the terms of the agreement” by 13%, complaints of “product defects” by 12%, and “commercial fraud” by 11%.

For its part, “annoying calls” recorded 7% of the total, “adding additional fees to the product or service” 6%, while “non-compliance with after-sales service” recorded 5%, and “non-replacement of products” 3%. .

The complaints of the remaining percentages varied between “non-compliance with the commercial activity”, “non-compliance with the terms of the guarantee”, “the shop’s policy does not comply with the law”, “refusal to repair the device”, “non-compliance with the terms of promotional offers”, “price increase”, “annoying promotion”. In the markets”, “non-compliance with the price list”, as well as “value-added tax matters”.

The department confirmed that the smart channels it provides make it easier to raise and resolve complaints, and also contribute to raising the shopping experience in Dubai to a new level, noting that this experience enhances confidence in Dubai's position as a center for retail trade and tourism.

Service Ambassador

The Department of Economy and Tourism in Dubai drew attention to the launch of the "Service Ambassador" initiative during the second quarter of 2022, which aims to raise the level of service quality, the efficiency of the cadres of commercial establishments, and enhance their knowledge skills about laws and regulations and customer service.

The initiative also aims to reduce complaints against commercial establishments in the Emirate of Dubai.

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