The Department of Economic Development (DED) in Dubai received 27,027 consumer complaints in 2016, an increase of 23 percent compared to the 21,896 complaints received during the previous year.

On an average the Ahlan Dubai call centre (600 54 5555) of DED received 2,252 complaints monthly as continued awareness campaigns by DED led to better understanding of consumer rights and responsibilities across the emirate.

The Commercial Compliance and Consumer Protection (CCCP) sector, as part of its 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 percent of complaints), refunds (17 percent), damaged goods (13 percent), and lack of safety systems (5 percent). Indicating an eagerness among traders to offer better customer service and improved compliance to business regulations resulting from the various initiatives rolled out by CCCP, complaints relating to exchanges dropped 20 percent and those relating to commercial fraud, by 40 percent in 2016.

Sector-wise, services accounted for 43 percent of the complaints followed by electronics (24 percent), automobiles (15 percent), textiles (7 percent) and furniture (3 percent). The remaining eight per cent were from varied sectors.

Mohammed Ali Rashed Lootah, CEO of CEEP, commented that the number of consumer complaints received reflects the success of the campaigns conducted by DED during 2016 to strengthen Dubai’s position as the shopping destination of choice for residents and visitors, across all nationalities.

"Consumers have become more conscious and determined about their rights and the quality of service they deserve. Most of the complaints we received related to non-compliance with warranty terms, refunds and defective products. The CEEP sector did the necessary follow up and took steps to resolve those complaints amicably in not later than four working days, to the satisfaction of the consumer as well as the merchant," Lootah said.

Ahmed Al Awadi, Director of Consumer Protection in DED, added that 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."

In 2017 too, DED will be launching a series of awareness campaigns with emphasis on discounts and measures to be taken by consumers during purchasing so as to avoid being duped, said Al Awadi. The campaigns will also seek to familiarise consumers with the Blue Book, which is being brought out in 10 different languages to educate consumers and merchants on their individual roles and responsibilities in the purchasing process.