Warranty is top consumer complaint
dubai — The Commercial Compliance & Consumer Protection (CCCP) sector in the Department of Economic Development (DED) in Dubai received 27,027 consumer complaints in 2016, an increase of 23 per cent compared to the 21,896 complaints received during the previous year.
On an average, the DED’s Ahlan Dubai call centre (600$ 54 5555) received 2,252 complaints monthly as continued awareness campaigns led to better understanding of consumer rights and responsibilities across the emirate.
Mohammed Ali Rashed Lootah, CEO of CEEP, said the number of consumer complaints received reflects the success of the campaigns conducted by the DED during 2016 to strengthen Dubai’s position as a shopping destination of choice for residents and visitors.
“Consumers have become more conscious and determined about their rights and the quality of service they deserve. Most of the complaints
Consumers have become more conscious and determined about their rights Mohammed Ali Rashed Lootah, CEO of Commercial Compliance & Consumer Protection Sector, DED
we received related to noncompliance with warranty terms, refunds and defective products,” Lootah said.
He said the Commercial Compliance & Consumer Protection sector did the necessary follow-up and took steps to resolve those complaints amicably in not more than four working days to the satisfaction of the consumer as well as the merchant.
The CCCP sector, as part of its
We promote the awareness and adoption of the highest international standards in retailing
Ahmed Al Awadi, director of consumer protection in the DED
efforts to promote Dubai as a safe shopping destination and promote best practices in retailing in the emirate, seeks to build awareness among consumers on the mechanisms available to raise their complaints and have their rights protected.
The complaints received in 2016 involved various issues such as non-compliance with warranty terms (39 per cent of complaints), refunds (17 per cent), damaged goods (13 per cent) and lack of safety systems (five per cent). Indicating an eagerness among traders to offer better customer service and improved compliance to business regulations resulting from the various initiatives rolled out by the CCCP, complaints relating to exchanges dropped 20 per cent and those relating to commercial fraud by 40 per cent in 2016.
Sector-wise, services accounted for 43 per cent of the complaints followed by electronics (24 per cent), automobiles (15 per cent), textiles (seven per cent) and furniture (three per cent). The remaining eight per cent were from varied sectors.
Ahmed Al Awadi, director of consumer protection in the DED, said the focus is on nurturing a healthy consumer rights culture through establishing cordial relations between consumers and traders.
“We promote the principle of neutrality, awareness and adoption of the highest international standards in retailing, which is a critical sector and an engine of economic growth in Dubai.”