Dubai consumers highly satisfied with steps to resolve complaints

• DED call centre receives 2,965 consumer complaints during first three months of 2014
• 82% consumers satisfied with complaints resolution
• Complaints on services account for the largest share -39.3%

The Commercial Compliance and Consumer Protection (CCCP) sector in the Department of Economic Development (DED), Dubai, received 2,695 consumer complaints at its call centre during the first quarter of 2014, indicating growing awareness of consumer rights and the means to protect them among the public. In 82 per cent of the cases the complainants expressed satisfaction with the steps taken to resolve complaints.

The number of complaints – 898 per month on average – and the high satisfaction levels among consumers also demonstrate the effectiveness of the measures taken by DED to protect consumer rights and elevate quality of retailing in Dubai in line with maintaining the city’s reputation as an attractive shopping destination for residents and tourists alike.

Sector-wise, Services accounted for the biggest share of complaints (39.3%) followed by Electronics (26.1%), Textiles & Supplies (14.2%), Cars (12.1%), and Furniture (3.9%).

Abdul Aziz Bin Hathboor, Director of Consumer Protection in DED, said: “DED spares no effort in upholding transparency and quality standards in the retail sector as well as in promoting cordial relations and a culture of best practices, particularly since the sector is a key driver of economic development in Dubai.”

Bin Hathboor added that since the retail sector is set to witness a high level of buying and selling activity with the advent of Ramadan, CCCP will step up its awareness drive through a dedicated zone in Dubai Mall. Visitors to Dubai Mall will be able to learn about consumer protection and the Blue Book, which is a ready reference on the responsibilities of retailers and consumers.

“The fact that most complaints we receive are pertaining to service and maintenance in the Electronics sector shows the benefits of awareness. DED follows up on every complaint and in most cases they are resolved amicably within four days. Consumers should retain the original purchase receipt without which complaints will not be entertained,” Bin Hathboor said.

Consumers can approach DED with their complaints on purchases made in Dubai even when they are not in Dubai. Sallety.com, the online portal and smart application of CCCP has provision to submit consumer complaints and consumers can also use the twitter handle @Dubai_consumers.

Commenting on the high level of consumer satisfaction on complaints resolution, Omar Al Mehairi, Director of Development & Follow-up Department in CCCP said that DED followed up with the consumers to gather their feedback on the steps taken following the complaint.

“The Development & follow-up administration monitors consumer feedback to bridge gaps in consumer protection. We will continue to work on promoting good relations between retailers and consumers. A series of meeting between leading retailers and DED will be the next step wherein we will educate them on counterfeit products. A series of workshops is also planned to raise awareness on the responsibilities of retailers towards consumers,” added Al Mehairi.