Consumers can file complaints 24x7 in Dubai

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Complaints can also be solved at the click of a button.
Complaints can also be solved at the click of a button.

Dubai - Department of Economic Development launches AI-enabled Smart Protection service.


A Staff Reporter

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Published: Wed 11 Apr 2018, 4:30 PM

Last updated: Fri 16 Sep 2022, 10:32 AM

Residents can now contact the department of economic development (DED) with queries and complaints round the clock thanks to an artificial intelligence (AI)-enabled smart service, the first of its kind in the world.

The Commercial Compliance & Consumer Protection (CCCP) sector at the DED, launched the 'Smart Protection' service, at the ongoing Dubai International Government Achievements Exhibition (DIGAE) in line with the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai,

The service, available in Arabic as well as English, gather information from the consumer and within a few minutes the consumer will be issued an empowerment letter with an instruction from CCCP to the retailer to resolve the issue as per the policies of DED. The consumer can then present the letter to the trader/company concerned.

Mohammed Ali Rashid Lootah, CEO of CCCP, said that the company or trader must take the necessary action within seven days from receiving the empowerment letter. If the merchant does not comply or respond to the consumer, the consumer can notify the same to the smart service and CCCP will take necessary action against the merchant, including imposing fines.

"DED is proud to be the first government entity to launch a service based on artificial intelligence for consumer protection and global complaint resolution. It shows government agencies in Dubai and the UAE have taken great strides in following state-of-the-art technologies and artificial intelligence in serving businesses, visitors and residents in accordance with the highest standards followed internationally in quality and efficiency. Through the new service we aim to enhance consumer confidence in the local market and enable consumers to have their complaints resolved anytime, quickly and efficiently," Lootah added.

Ahmed Al Zaabi, acting director of consumer protection at the DED. said: "The service is available in Arabic as well as English. We will study the possibility of adding other languages in future."

The complaints can also be solved at the click of a button without having them reported to call centres, Al Zaabi added.

The CCCP also urged major business groups and companies operating in Dubai on the service and sought their co-operation in enhancing transparency in customer relations.

Sami Al Qamzi, director-general of DED; Abdulla Mohammed Al Basti, secretary-general of the Executive Council of Dubai; as well as officials from various other government entities were present at the launch.

Consumers can access the service by downloading the 'Dubai Consumer' app available on Android and iOS mobile phones, or on the Dubai Consumer Protection website (

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