DED sees consumer complaints increasing

The amount of consumer complaints received by the Department of Economic Development (DED) has risen to 5,438 during the first half of 2013, a 38% increase over the 3,936 complaints received during the first six months of 2012, DED in Dubai announced today.

By (Wam)

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Published: Sun 21 Jul 2013, 5:49 PM

Last updated: Tue 7 Apr 2015, 6:19 PM

Between the first two quarters of 2013, consumer complaints rose 27% from 2,390 to 3,046, indicating an improved awareness of consumer rights and consumer protection systems among the public and retailers.

The growing prominence of services in Dubai is reflected in the consumer rights sphere too, as the sector saw a 26 per cent rise in complaints and accounted for more than half of the increase along with 26.6 per cent in the electronics sector.

Automobiles and Textiles & Cosmetics were also among the leading sectors in terms of customer feedback and complaints. The Furniture sector saw the lowest increase (3.5%) in complaints.

The highest share of complaints, 1,837, concerned disagreements between retailers and consumers on the terms and conditions of sale, while there were 1,161 complaints of damage and 375 regarding fraudulent practices. Other complaints were mostly regarding fees and exchange, while charging more than the advertised price attracted the lowest number of complaints.

Abdul Aziz Bin Hathboor, Director of Consumer Protection at the Commercial Compliance & Consumer Protection (CCCP) sector, in DED commented, “Consumer awareness in Dubai is definitely on the rise and the workshops and campaigns being regularly conducted by the Department of Economic Development have contributed substantially to encouraging consumers to raise issues and seek solutions.”

He added, “DED has also opened more channels for consumers to speak up and make smart purchase decisions. The Commercial Compliance and Consumer Protection sector reaches out to consumers across all available platforms including social media. Recently we have also launched Sallety.ae, a web and App interface where consumers can search for products and compare prices in real time and also make online complaints.”

“In most cases the complaints we receive are disposed of within four working days. Subsequent to launching Sallety.ae we expect to receive a stronger feedback from traders and consumers and from our side we will conduct more awareness programmes not only in the malls and leading outlets but also in the traditional markets,” according to him.

Omar Al Mehairi, Director of Development and Follow-up at CCCP, said, “DED maintains an active interface with consumers as part of the efforts to maintain a vibrant and healthy retailing environment in Dubai.” “Our teams speak to consumers and the feedback we received during the second quarter of this year show that 88% of the consumers are satisfied with their retail experience as against 85% in the first quarter,” he added.



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